Mercure London Staines

Vile ....avoid at all costs. Our room was filthy , smelly and hot ! The room smelt dirty and old. There was even dust on the soap dispenser in the bathroom .... which it's self was disgusting, water marks all over the celling and dirty shower and bath. I asked for a refund today , but this wasn't possible as we have to contact the head office !! One last point the pictures of the hotel have been photo shopped the pictures do not reflect reality !

I am extremely disappointed with my stay. From the moment we arrived, everything seemed to go wrong. We arrived at around 9pm after an exhausting journey due to multiple train cancellations and delays. After finally getting to the hotel, we walked into a room that felt like an oven. In 32°C weather, there were no windows open, no fan running, and nothing had been done to make the room comfortable for guests despite the extreme heat. The room itself was also very disappointing. It looked nothing like the photos advertised. The kettle was broken, one of the lights didn’t work, and the overall condition of the room was poor. Cracks all on the walls also To make matters worse, there was nowhere to keep drinks or medication cold. There was no fridge in the room, no communal fridge available, and even the bar had no ice available for guests. During such extreme temperatures, I find this completely unacceptable. The water they did have for guests was tap water and hot as was sitting on a ledge by a window in this heat. The customer service has been equally poor. The staff were unhelpful and came across as rude whenever I asked for assistance. When I requested the manager’s email address to raise my concerns, I actually had to argue with the receptionist before they would provide it. As a paying customer, I should not have to fight simply to contact management. Overall, this has been one of the worst hotel experiences I’ve had. The lack of basic facilities, poor maintenance, and disappointing customer service have completely ruined what should have been an enjoyable stay. I would not recommend this hotel and certainly would not stay here again.

Sadly, although the very dedicated team of staff from the receptionist, the managers, both general and night, to the bar maid/waitress to the handy man were all lovely and they clearly work very hard and put on a great show, supporting the customers with anything they can, they are fighting an uphill battle with a tired old hotel. The owners really need to back their team with serious investment in the sad old place. The superior privelege double rooms my family and i stayed in bore no resemblance to the photos that got us to book in for 2 nights at the hotel in Sunday and Monday of this week. The photos you see of the hotel, the rooms, the gardens, the riverbank views, bar areas, beer garden etc are very professionally done and the images we looked at pre-booking bore some resemblance to the tired one than we experienced. Our rooms were not the ones in the photos sadly, as ours were tired and worn, with worn facilities, tired old carpets, rough moldy bathrooms and tired decor and furnishings. Our room, number 3 had a broken shower rail hanging off the wall on arrival, someones grotty travel size, home labelled bodywash bottle still in the shower, a broken sink and tiles, none functioning bathroom extraction, a lumpy, bobbly old mattress, and a yellow stained quilt. Our highest end rooms are marketed online with AC and a Nespresso Coffee machine with coffee pods and the usual kettle etc. No AC, just a fan and an oil heater, but there wasn't a Nespresso to be found. Thankfully the very kind general manager fixed that one for us and the handyman replaced the broken shower rail. The staff go above and beyond every one of them, the bar maid/waitress was a,lovely girl who worked like a trojan in the evening and they are all a credit to a hotel that sadly the owners are neglecting.