Mercure St Helens

Arrived at hotel after an almost 6 hour solo drive to find absolute chaos everywhere. It took several minutes to even enter the carpark from the linkway as there were so many vehicles and people everywhere. After driving round the carpark several times in a queue of traffic and milling people I finally managed to park. I then realised the hotel was hosting a PROM event which explained all the crowds. I managed to push my way through although the reception wasn't much better with big balloons and banners everywhere. I told the receptionist I had just had a lot of trouble getting into the carpark and then into the hotel through the crowds and she informed me I had arrived at prom drop off time. She took my details and I paid for my room which was pre-booked. I was then asked to give my car registration number in and I entered it on the form she gave me. I was then asked to pay a £50 deposit which would be held incase I charged anything to my room. I hadn't been informed of this prior to arrival so this was about of a shock but I agreed and paid it. I then said to the receptionist I had to go out shortly and was worried about finding a parking spot on my return given how busy it was. So she said I'd turned up at the busiest time and it should be ok when I came back. I went out for an hour and came back and went to my room and then later out for food with my dad. There was a lot of noise from the prom party and lots of people in and out although thankfully I couldn't hear anything from my room. I was aware the hotel had a pool which I would have liked to have used but there was no information on this either in the room or online and I didn't want to go down to the reception which was busy and noisy with the prom party so that was disappointing. I checked out in the morning by handing my room card over and thought nothing more of it. Now just over a week later I have received a £100 parking fine for parking in the hotel carpark overnight. I'm absolutely furious as I have never had a fine before. I called the hotel and was told that I should have scanned the code on arrival. I explained I arrived in the middle of prom drop off and how busy it was and was told there was nothing they could do and I need to appeal the fine using my booking details. She was implying it was my fault as I should have seen all the signs especially the one in the lobby. I didn't as it was so chaotic and crowded there and all I was told was to write my registration down which I did. I have stayed at many a hotel before and have never encountered this before. £100 parking fine for parking overnight at the hotel?!

My daughter had her wedding reception at the Mercure St Helens. It was a lovely venue. Staff worked so hard to make the event run smoothly. Nothing was too much trouble. From the reception room, the evening room, DJ everything was perfect. Timings were brilliant. Also, the hotel rooms were great. Staff are a real asset to this hotel.

We have visited this hotel many, many times due to family commitments in St Helens. I wouldn’t class it as 4*, but I believe the star system works on facilities, rather than quality, however, it’s comfortable enough for a one or two night stay. The room, on this occasion (a suite) was clean and spacious, the only issue being no mirror, apart from the bathroom, or anywhere you could sit and dry your hair whilst looking in a mirror. Food in the restaurant is hit and miss, but I believe there are problems recruiting staff. The bar Manager, an exceptional person named Victoria, looks to run the place single handed. Nothing but praise for her friendly, yet professional manner and service, especially with the many challenges she is thrown in her day to day duties. However…and this is the big however, for the second time now, we have been charged twice for our room. We book the room via the hotel’s loyalty scheme, Accor, as they appear to own the hotel, but not quite sure if it could be a franchise, it’s difficult to work out. The first time this happened was six weeks ago, booked through Accor, then when we arrived the Receptionist said there was no record of payment, despite being shown the receipt and even the transaction where it was deducted from the bank account. We had no choice but to pay again, on the promise we would be refunded, once it was sorted out. After half an hour on the phone, this was eventually refunded a week later by Accor, not the hotel. On our latest stay, on checking in, the Receptionist insisted we had booked two rooms! Pretty obvious it was just us two, so we asked why on earth would we book two rooms? Showed her the booking confirmation…one suite, but she gave the impression she was right, as that’s what the computer said, and we were wrong. Eventually she seemed to accept that we had, in fact, booked one room, so we paid and thought that was the end of the matter. No, overnight we were charged again! On check out, the next morning we challenged the Receptionist (a different one), and demanded we be refunded. It was a case of no, I can’t do that, even though they were perfectly capable of taking the money in the first place, you have to take it up with the Manager…not available, or call Accor. We left for our 6hr drive home, £300 poorer and still no refund. Once, I can forgive, not twice, it makes me uncomfortable and unwilling to trust the competency of the financial department within this hotel. It’s a shame,the hotel was convenient for our visits, but we will not be returning.