Mercure Maidstone Great Danes Hotel 4 stars

Customer review rating (ALL Rating) 3.9/5 700 reviews

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Mercure Maidstone Great Danes Hotel - Image 1
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Mercure Maidstone Great Danes Hotel - Image 4
Hollingbourne, Nr Maidstone, ME17 1RE MAIDSTONE, United Kingdom

Description

Hotel extras

  • 30 minutes by car to Bluewater shopping centre

  • In-house bar & restaurant serving British classics

  • 26 acres of private landscaped gardens

  • Feel Good Health Club with gym, sauna and pool

Our accommodation(s)

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Hotel location

Mercure Maidstone Great Danes Hotel

Hollingbourne, Nr Maidstone
ME17 1RE MAIDSTONE
United Kingdom

GPS:51.258732, 0.616822

Telephone
Fax +44 161 388 0915

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

The Bar & Brasserie

Come and sample traditional British and internationally inspired cuisine and a selection of fine wines to compliment your meal at The Bar & Brasserie. Enjoy a relaxed atmosphere whether you are sat in the bar area, or at your table.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.9/5  700 reviews

TripAdvisor Rating  3.6/5  2,091 reviews

Fantastic customer service

TripAdvisor rating 5.0/5

Darren L TripAdvisor review

Nina the reception manager is great really kind and caring couldn't ask for more Kerry Ali and rocco and Henry really good on the bar

Customer review rating 1.5/5

Hannah R. Families - Confirmed reviews ALL

I booked a trip to celebrate the end of my chemo treatment as we hadn't been able to travel - my 4 year old daughter wanted to swim and I wanted to relax. When I booked on the phone I actually asked if all the facilities would be open (as it was a bank holiday) and they assured me they would be I even rang reception direct to ask. The day before we arrived, I received a voicemail outlining the pool would be closing at 2pm. We decided to travel up earlier so we could go swimming to accommodate the 2pm close, upon check in we were then advised the pool stopped allowing visitors 30 mins before closing (this was not mentioned on the voicemail) and we would need to be at the pool before 1.30pm. We went for a bite to eat in the hotel bar as we had been on the road with two children and got to the pool a few minutes after 1pm allowing us (what we thought) would be 25 minutes in the pool. When we tried to get in all the doors were locked, we tried inside and out, I went to reception (who tried calling the pool but no answer) and my husband, grandmother and sister continued to find an entrance in. My family managed to get in and I joined them and explained reception had told us we had to be out of the pool by 1.30 - the gentlemen on the reception was very cold, would not look at me and kept saying the pool was shut and to look at the poster (which said the last entrance was 1.30) I found his manner extremely rude, I started to get frustrated as the entire point of our break was so my little girl could get in the pool - I had waited 6 months to do this celebratory break and I was so severely disappointed that the rudeness of this employee was the cherry on the cake. I ended up back at reception in tears and I said I am confused we were at the pool at 1 - I didn't think it was shutting till 2. The lady on reception had no real explanation and offered us 4 drinks by way of an apology. We checked in and got into our room which we were grateful was ready early, so thank you for accommodating that. Unfortunately, we found the room to be incredibly dated and cold, the windows are single pane and do not close tightly. There was also a lack of plugs in the room which we had to buy an extension plug for as our baby daughter needed a machine. The only redeeming feature of the break was the food, we actually really enjoyed the meals we had here and found the staff especially the breakfast ones to be friendly and warm. What I didn't say at the time was that I have been coming to this hotel for well over 30 years, my grandparents used to take us away once or twice a year with my cousins to Great Danes back when it had Ricks and they had the piano man playing in the restaurant. It has held a special place in my heart and we try to come back as often as we can but I'm afraid the level of disrepair they have allowed the hotel to get too is such a shame. The rooms need a full refurb, the communal corridors have leak damage, the carpets are all mismatched and threadbare in places, the pool area is so very tired with rusty ceilings, a broken sauna, you have nothing for families in the way of entertainment (once upon a time you had a park next to the tennis courts), the lounge sofas are ripped so the foam is visible, there were cobwebs on the kallax unit in the bar area. Its just really tired and needs significant investment. Until that happens we will not be returning unfortunately, it was such a disappointing break and I did not feel I got value for money in regards to the accommodation. If I can also say a heartfelt thank you to your receptionist for putting up with my tears and to the employee in the swimming pool I sincerely hope you choose a career you enjoy going forward. Life is too short to be miserable.

Dear Hannah, Thank you for taking the time to share such a detailed and heartfelt review. I am genuinely sorry that your stay with us fell so far short of expectations, particularly given the deeply personal and meaningful reason for your visit. What should have been a celebratory and restorative break for you and your family clearly became a source of disappointment and distress, and for that I offer my sincere apologies. I am especially sorry for the confusion and miscommunication surrounding the swimming pool availability. You are absolutely right that the information you received was inconsistent, and this should never have happened — particularly after you had proactively called ahead to confirm facilities would be open. We also take your comments about the manner of the pool staff member very seriously; the experience you describe does not reflect the level of warmth, empathy, or professionalism we expect from our team. I appreciate you acknowledging the reception team member who supported you, as well as your positive feedback regarding the food and breakfast staff. It is important to us to know where we are getting things right, as well as where we are falling short. Your long-standing connection to the hotel and the memories you shared make your disappointment even more poignant, and we are truly sorry that this visit did not reflect the place the hotel once held in your heart. Your observations regarding the condition of the rooms, communal areas, and leisure facilities have been noted in detail and shared with senior management. While I regret that we cannot change what happened during your stay, please know that your experience has been taken seriously and will be used to help improve communication, service standards, and overall guest experience going forward. Thank you again for your honesty and for your many years of loyalty. We wish you and your family all the very best, and we sincerely hope your continued recovery brings brighter, more restful travels ahead. Kind regards, Poppy Guest Service Supervisor

Customer review rating 4.5/5

Nigel B. Couples - Confirmed reviews ALL

Overnight stay after party

Dear Nigel B., We very much appreciate your comments regarding your stay at the Mercure Maidstone Great Danes Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nina Djemal Guest Service Manager

Customer review rating 2.0/5

Toni B. Couples - Confirmed reviews ALL

Parts of hotel needs updating I.e. bedroom windows, corridors to rooms, bedroom doors looked battered, staff seemed very fed up, definitely not a 4stars as the AA sign said outside.

Dear Toni B., Thank you for taking the time to tell us about your experience at the Mercure Maidstone Great Danes Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nina Djemal Guest Service Manager

Customer review rating 4.0/5

Ian H. Couples - Confirmed reviews ALL

We have stayed here many times as it is not far from the channel tunnel and the dog is welcome. The drive way is still full of potholes and has been like this for several years! We also struggled to get of the driveway onto the roundabout in the morning due to the ice on the road…it was quite scary. The receptionist (Poppy?) was very lovely and had put us in a quiet location away from other guests as requested. Unfortunately, the radiator wasn’t very warm and it was quite cold outside with the ice and snow. However, the staff provided us with an oil filled radiator, which improved the situation immensely. The bed was comfortable. It would be nice if the hotel updated the bathrooms and removed the bath and replace it with a shower as this is much easier to access, rather than climbing into a slippery bath to shower. Can’t fault the staff, but some issues could be addressed.

Dear Ian, Thank you for taking the time to share such a detailed review and for choosing to stay with us again. We’re very pleased to hear that our location continues to be convenient for your travels and that our team, particularly Poppy, made you feel welcome and accommodated your request for a quiet room. Your kind words about the staff and the comfort of the bed are greatly appreciated. We’re sorry to hear about the challenges you experienced, particularly regarding the driveway condition and the icy road access. We understand how concerning that must have been and appreciate you highlighting it. Your feedback regarding the driveway and bathroom facilities has been noted and shared with our management team, as these are areas we know would benefit from improvement. We also apologise that the room heating was not sufficient on arrival, though we’re glad our team was able to quickly provide an oil-filled radiator to make you more comfortable during the cold weather. Thank you again for your constructive feedback and your continued support. We truly value your comments, as they help us focus on areas where we can improve, and we hope to welcome you back again in the future. Kind regards, Poppy Guest Service Supervisor

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.