Mercure Han Sur Lesse

Recent Reviews: 214

• User:ASM2012

  Trip type: Family

  Lovely Hotel for the area, but eat elsewhere

  18 Nov 2025

  The rooms and all other aspects of the hotel stay was excellent, including location. Especially appreciated the children's area. We had booked in advance for a table of 7 in their restaurant and received confirmation of how lovely it would be to host us. However, from the moment we showed up "everything was a problem until it wasn't". We were told immediately that because we we more than 6 people, we would have a restricted choice on the menu (anything more was too complicated for the kitchen and staff). There was no mention of this at the time of booking. When I queried this with the (young) manager, I was told this was standard in all good quality restaurants (I am a business professional in my sixties and have travelled the world without such problems (except in cheap establishments). The manager basically said I was mistaken. I was angry, but we stayed as to move to another restaurant would have made the experience of the family dinner even worse. Then when we started ordering, we were able to have what we wanted anyway - a waste of negative emotions in the end. We had one person who needed gluten-free and were told that this should have been ordered in advance, when on the website it merely said that gluten-free was available. The chef came out and we discussed, and then it wasn't a problem (again). The focus of the staff and manager was on their own convenience rather than ensuring their clients were happy - "everything was a problem until it wasn't". The food was quite good, but short of excellent. Hotel- cmanager, Owner at Mercure Han Sur Lesse, responded to this review Dear Guest,Many thanks for having taken the time to review your stay.We are delighted you appreciated our well-appointed rooms and found our location convenient for your family visit. It is particularly rewarding to know our children's area contributed positively to your experience.However, we sincerely regret that aspects of your dining experience did not meet expectations. While we aim to accommodate all requests gracefully, we acknowledge there were miscommunications regarding menu options that should have been clarified earlier.We hope to have the pleasure of welcoming you back in the future.With best wishes,Team Mercure Han Sur Lesse

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• User:Gary K

  Trip type: Couples

  Never Again, Breakfast was awful

  01 Jul 2025

  Nice modern hotel, clean room. HOWEVER breakfast was appalling. Swarms of flys everywhere. Flys all over the uncovered food, so bad we couldn’t eat breakfast and the staff didn’t appear at all bothered about the infestation. A real shame as it spoiled our stay here. I emailed the hotel to complain but they never responded. I can’t recommend a hotel with a clear hygiene issue as flys all over breakfast food.

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• User:Nomad42875006381

  Trip type: Family

  Uninterested and Unfriendly Staff Ruined Our Day

  28 Jan 2025

  There is nothing wrong with this hotel and the rooms were fine. Breakfast was a pretty average buffet and cost €25 according to a price board in the foyer -- €25 is outrageous! As was a request from one of the few staff on a very busy morning to ask us to clear our table.I had read another review here about the disinterested staff. When we arrived there were 3 staff sitting behind a makeshift desk with a laptop each. A per other review they just said No to everything. No you are too early and No your kids cannot use the pool without a room key and no we can't give you the room key. Not really an issue but I understood the other review.There was a young barman that first night did anything he could think of, including dealing with discarded lemon peels, before he'd ask me what I wanted. He was working with a nicer fellow the following night but still refused to serve me.You'd know none of this except for the fact that on that second evening we decided to take a taxi direct to Marloie (direct train to Liege) instead of the local bus/local train from Han that is infrequent and slow. The hotel website says they can arrange transfers but when I emailed last October a reply from Gregory that they could arrange but that it is not cheap because taxis have to come from Marche. We decided to take the train from Marloie to Jemelle and the the bus to Han -- it was fine but I don't recommend it as there is a 45 minute wait at Jemelle). A nice enough young man at 'reception' told me he could organise a taxi. He also said it would be double because it had to come from Marche. After a discussion we asked him to book it for 9:00 a.m. (train from Marloie was 9:40)-- he said he would. When I waited as he looked at his screen he repeated that he would and not wanting to be rude I accepted that.9:00 a.m. the following morning and no taxi arrives. None ordered, must have been a misunderstanding. Missed train back to Liege of course and because it was holiday next one wa not for 2 hours. Taxi was a very reasonable €45 including tip, on the meter that was not started until we set off from Han.As an aside I'd not recommend staying 2 nights in Han as we did -- the caves took only about 75 minutes and the wildlife park by 'train' about the same so easily see everything in Han in a morning or afternoon. Hotel- cmanager, Owner at Mercure Han Sur Lesse, responded to this review Dear, Thanks for your review.We are pleased that you found the rooms at Mercure Han Sur Lesse to your liking, providing a good base for your stay.However, we are sorry to hear that some aspects of your visit did not meet your expectations. Regarding the breakfast price, we strive to offer a price that reflects the quality and variety of our buffet, which includes a selection of fresh fruit, pastries and hot dishes. We understand that interactions with our team are a crucial part of the guest experience, and it seems we didn't measure up this time. We will act on your feedback to ensure our usual high standards are met in the future. In addition, we regret any confusion regarding pool access and apologize for the inconvenience caused by the misunderstanding regarding cab booking. We strive to provide clear and accurate information to avoid such situations and appreciate your feedback.We hope that we may be able to welcome you back in the future. Kind regards,Team Mercure Han Sur Lesse

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• User:carolineoac

  Trip type: Family

  Unprofessional staff and poor housekeeping

  24 Jan 2025

  We were there for 1 night. So around 10pm that night, someone knocked on our door and it's the next door guest because they went to the reception to complain about running noise that prevented them from sleeping. The receptionist told them 2 room numbers and one of it was ours. We thought it was us as well and we apologized, although we felt the receptionist shouldn’t reveal our information to any guest. Even if the kids are running about, it should not cause any problem to any of the neighboring guest, so this is clearly a hotel infrastructure issue.However about half hour later, the same neighbor threw a fist on the wall to intimidate us. At that point of time, none of us were making any noise. My kids were standing still as they were speaking to us and our volume was exceptionally low. We felt unsafe, not knowing if they will come knocking again and not knowing if we should even open the door if they knocked. So an hour later, at midnight, after everyone’s asleep, my husband went down to confront the receptionist and he denied he did anything wrong given that he exposed which rooms have kids. We jotted down his name. Another hour later at 1 am, I went downstairs because our room ran out of hand soap and tissues. There wasn't any hairdryer as well. No one was there and I waited 10 mins to finally see someone approaching. I don't think this is acceptable as l have never been to a hotel where there wasn't anyone at the reception at any given time. Slippers and bathrobes were also missing in our executive room. These, they said they ran out of it.After our holiday, I wrote an email to the hotel manager, Adrien Houze. After 1.5 weeks, I still have not received any reply from him. I couldn't find any email that I can ask on mercure website, so I'm here writing a review on this. Quite disappointing for our annual trip. I would say if possible, probably just avoid the hotel if you can. Most staff aren’t professional, from receptionist to housekeeping where there’s only 3 tissues in the box and 5 pumps of hand soap left. Quite understandably, if I send an email to the hotel manager, I would expect some reply, so I probably can understand why the hotel turned out this way.

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• User:GoPlaces18108055522

  Trip type: Business

  Hotel is fine, staff and management are really horrible

  29 Dec 2024

  Staying in hotels across the world for over 30years this must be the most horrendous experience ever. We booked the hotel for our company’s annual meeting. The contact upfront with the hotel staff was already bad, they either didn’t reply or said that our requests were “impossible”. We sent them out roomlist several times and by the time of arrival they used the oldest list. People were also booked double in the same room. They made no attempt to solve the issue. We had to do that. But the biggest surprise came when they afterwards sent us an extra invoice for services never agreed or never used! After our remarks they threatened immediately with legal action. Summary, the hotel staff from middle management upwards is unfriendly, rude and arrogant. The general manager is by far the worst. Learn English btw. Advice, never ever use this hotel. You will definitely regret it!

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