MERCURE THAMES LODGE

Do not book this place. It lies on their website saying its just minutes away from Terminal 5. Its advertised as a terminal 5 airport to con people. Ita 20 minutes away with not enough car spaces! They wont let you cancel...do not answer calls or emails. Avoid

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.