Mercure Exeter Southgate Hotel 4 stars

We arrived before 10pm after travelling from France. We got one of the last spaces in the car park. This was extremely messy with rubbish strewn eveywhere. A bin was overflowing with take-out rubbish. A bad reflection on the hotel as its one of the first thing you see. We went to check-in at reception to be told straight away the bar was closed and we could't have any meals downstairs due to Covid. We were presented with a sheet to fill in for a 'grab and go' breakfast that we would collect the following morning which was to be returned to reception. Our room was on the 3rd floor overlooking the reception entrance. It was quie used looking. The bathroom was ok. As it transpired our air conditioning was broken and we had to have the windows open as it was a warm night. When we were trying to get to sleep we could hear other guests outside - so not the best sleep. In the morning my husband collected the breakfast and brought it back to the room. I was surprised to see we had to make our own tea! It was just a cardboard cup tea bag etc. Our bacon sandwiches were missing so he had to go back. I thought the selection for breakfast was poor. No cereals and not a banana in the fruit choice. Our stay could have been better.

Helpful, polite staff comfortable beds with good room facilities. Loved the pool.

On arrival our room booking was incorrect despite two follow up phone calls from our original booking. We remade beds ourselves ( due to Covid 19 ) and saw stains on mattresses, lack of under sheets, but had brought some of our own stuff so used that. In hindsight an upgrade to privileged, especially as we are card holders, might have been kind, but the staff were stretched as it was. Grab and go breakfast incredibly unimaginative and not even on time. Very disappointing. Particularly as repeat visitors.

- Key didn’t work when I got to my room - Bed not made when I got into my room - Waitress at the bar extremely rude (She shoe’d me away from the bar and said “step back.” So I stepped back all the way to a different restaurant - Told there was a pillowcase shortage

We went to spend one night on this hotel, as the location is quite good to explore Exeter. The check-in process was ok. We arrived into the room, and you could see the room was dirty. They haven't removed the bin from the previous person who stayed there and there were stains on the walls from what seemed an orange liquid. I understand that due to Covid-19 they have removed all papers/items not needed from the room to avoid extra cleaning, but they haven't even left a kettle to make a cup of tea or neither a bottle of water was provided at check-in or left on the room. We arrived there after 22:00 and we were driving for hours, so it would have been nice just to have anything to drink. The walls on the room were really thin. I could hear the next door person opening a can late at night, and people speaking. In the morning, housekeeping knocked in our door (and all the ones on the floor) at 08:30 to check if we were still there. I understand they need to check if rooms are empty, but not that early! As no papers are provided, we could not put the “Do not disturb” sign which might have avoid this situation. When I went to pick up the take away breakfast, the table with the bags was a mess. All the bags were mixed and you could see people have been picking and choosing from the bags and touching all of them. If all of the aim of a take away breakfast bag is to avoid cross contamination to avoid the spread of the virus, someone should have controlled that, but nobody was there. I even had to go to reception to ask for a coffee as there was none left, and the hot water provided by them was not even hot anymore (this at 9am!) I was really disappointed with my stay on this hotel, as I do not believe it worth the price you pay for your stay. Also, I understand and support all the Covid19 measures, but when you scan the QR on the mirror and shows you the welcome letter, it doesn't equal to what really happens. For example, it does says you can pre-order breakfast, but that was never offered on check-in. When I was waiting for my coffee I heard another lady complaining at the reception and really upset about the room being really dirty and requesting a change of room. It seems it was not a one off in our room only.

We arrived on the Friday, and had a lovely weekend in Exeter before departing Monday morning. The staff were very friendly and helpful throughout our stay. It was a wonderful experience and a fantastic birthday treat for my wife.

This was our third stay with you. On this occasion, reception staff very friendly and helpful. Bar staff were slow to serve and then it took about 15 minutes for them to provide 4 drinks (which were not elaborate cocktails). One bar staff appeared miserable and came across as just wanting to be anywhere other than serving customers. Breakfast on the Saturday was good, nice food and friendly staff. Breakfast on Sunday was disastrous. No cutlery, no coffee/tea. Cups (eventually) but one waiter didn't know what saucers are.

We come here for the proximity of the shops but the room was small for a prestige room and cold despite putting the heating up to 24. The remote for the TV did not work but the hotel is clean and the staff suberb

Very pleasant enjoyed the spa

We had a very bad stay at the hotel. We wanted a nice hotel in Exeter so thought we would say at this mercure Exeter and well the first bedroom was disgusting and the second won they put us in was not a lot better. I have put together a email with photos and sent it to your company.

I am a regular business guest at the Southgate.

Arrived in reception and was impressed with how nice it was. The receptionist was very pleasant and welcoming. There was a new young man on reception and he was very helpful and competent especially when we asked for softer pillows they were in our room upon or return later that day. The original pillows felt like we were sleeping on bricks. Victoria at breakfast was also very attentive and competent, you could do with a few more like those two. After eating we had to ask for our table to be cleared in the bar, even though there were sufficient staff around. Upon arriving in the room (376), the carpet is threadbare and it was the same in my mother's room (374) NOT GOOD! Staff in the fitness zone were extremely helpful, but the chairs as you enter looked like they belong in a homeless shelter they are so worn and not a good impression on arrival. The breakfast is definitely not worth £15 - fried eggs like rubber, continental meat and cheese selection... what a joke!, one cheese, 2 types of salami, no ham or other cheeses is not what I consider a 'selection'. Brakes Brothers ketchup, Brakes Bros is served in cheap food pubs and begs the question what the rest of the food is like...if breakfast is anything to go by I doubt it would be good. Such a shame as this could be an excellent hotel. The rooms were very clean and the bed was comfortable.

Very helpful as I was helping at an event at the hotel so needed to be there early but that wasn't an issue, nice room, have to say the breakfast was the best I've had in ages well done you ! You could have done with another member of bar staff in the evening to serve drinks and take orders for food thats just a suggestion

When booking in, staff we distracted with wrong room set ups and double bookings, allowed customers to barge in and take priority and no apology for chaos. We were under the impression parking was part of out stay hence why we booked and told this on departure. Breakfast, there was no tables cleaned and ask to take a seat at a dirty seat, then told we had to wait for food. As we sat down we food, we were told they were closing and the delays were not our fault. Understaffed and disorganised for a second visit, once I can excuse and no complain but twice is unacceptable in as many months. Booking out was chaos as more complaints were happening at the desk. We were offered and given free parking and we asked for an afternoon tea as an apology which was accepted with thanks

Ideally situated close to the town centre. As we were working late into the night it was good to be able to get a drink on our return as the bar is open all evening. Comfy lounge area. Parking on site also a bonus. We stayed in a standard room which was okay but the bed was not the best quality. Good pillows though.