Peter P.
1/5
Sept 13 Update:
After nearly five months, the issue with Mercer Hotel remains unresolved. They only responded after I filed a Better Business Bureau complaint on June 10, 2025 (CASE ID 23452518).
The hotel claims their website notes the lack of an elevator, but it’s buried in small text at the bottom of the page. Our travel agent requested a first-floor room, but there are none. The hotel manager, Ryan O'Donnell, said they communicated that all rooms are on the second and third floors, though our agent says he never received that info.
The stairs are not just ordinary stairs—two long, steep flights, much narrower than modern standards. Had we known, we wouldn't have booked.
While the hotel apologized and blamed the misunderstanding on our agent, they offered no refund, only a future stay. I asked for a refund for one night, but they refused.
In the end, despite polite communication, the Mercer Hotel seems to care more about money than customer satisfaction. And if you’re not convinced by my experience, you don’t have to take my word for it.
The BBB has now reported that attempts to resolve the dispute have "not been successful" and that "Your unresolved case will be reported on the company's BBB Business Profile for other consumers to access. It will remain on their record for 36 months, our standard reporting period. We will use it to note any trends or pattern of complaint activity and should one be noted, will forward our case notes to the proper regulatory agencies for their review and possible enforcement."
Be careful dealing with these guys!
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Posted Earlier
On May 7, 2025, my wife and I booked a two-night stay at the Mercer Hotel in Stratford, Ontario, through our travel agent. The hotel charged us $590+ in advance for May 15-16. Despite our request for a first-floor room, the hotel never mentioned that none were available.
When we arrived, we found two flights of steep, narrow stairs to the second floor—no elevator. At 73 years old, with mobility issues and my wife awaiting knee surgery, climbing those stairs was painful and exhausting. We quickly realized we could not stay there. Additionally, the back parking lot required climbing another set of steep stairs.
I explained the situation to the front desk, and was told we'd likely receive a refund within a week. After waiting, I called and spoke with manager Brooke, who informed me that the hotel policy is not to offer refunds under any circumstances. They refused to reimburse us, showing no concern for our situation.
While the lack of accessibility isn’t the hotel’s fault, their refusal to compensate us is inexcusable. As seniors on a fixed income, that money means a lot to us. This experience serves as a warning to other seniors planning to visit the Stratford Festival.
