Mercure Salisbury White Hart Hotel 4 stars

All admin well organised. Excellent room with radiator and towel rail that worked and could be controlled; a rarity in hotels in the UK in our experience.

The hotel is very conveniently located. We had good nights' sleep and the breakfasts are good. The choice of evening meals is disappointingly limited, but understandable in present circumstances. The interior decor, furnishings etc. of the hotel are looking tired anwornaq nd substantial refurbishment should be high on oyur list of priorities

See above

Usual Mercure standards of service and cleanliness but the hotel could do with a refurb. Excellent meal with only one proviso: the tempura prawns were all batter and no prawn. Overall good value for money especially when the members discount, the welcome drinks and the points are taken into account.

The hotel overall feels tired even though it is being refurbished and apparently we were in a refurbished room having paid extra for a Privilege room. The good points, the bar was reasonably priced and the hotel room seemed relatively clean with nice tea and coffee facilities, although the cups looked a little grubby. The front of house staff at reception and in the bar were absolutely charming. As for everything else. The room had been painted in the new grey with a dark blue headboard which looked nice but the carpet was tired and shabby with a few unpleasant stains. The view from the privilege room 201 was of the car park! The bathroom is seriously well below standard. The shower was fine but the toilet felt cramped with the spare single and thin toilet roll balanced by the staff on top of the towel rail. The washbasin is tiny with nowhere to put personal items as the tiny shelf is loaded with the extras like a single shower gel, one shampoo, one body lotion and this is for a room booked for 2 days for 2 people. The 2 bath towels and 2 hand towels all had to fight for space on the single towel rail. The pillows on the bed were old, flat and hard but reception had them replaced for the second night. The bed is just 2 singles pushed together with a mattress topper that is too small so no matter where you lie you have uncomfortable ridges. The carpets throughout the hotel were tired and in places looked threadbare even in the refurbished area with some newly painted doors, like the last one leading to our wing already showing signs of scratching from housekeeping trollies, whilst the bullet hole in the last corridor window next to room 202 was concerning. The bar area had only enough space for 2 tables and 6 seats as the rest of the room was used for dining despite the hotel having two sizeable rooms which could easily be used for evening diners. The breakfast was generally very poor. The first morning we were sent to the wrong room which was actually being used for a corporate event. On the second day we headed down to the room used on the Tuesday morning and found it in darkness with no signs explaining why. We headed back up towards reception and saw people eating in the room used the previous day for the corporate event. Sorry but at the prices paid for the room and the supposed standard of the hotel I've never experienced shifting breakfast rooms and that is based on over 20 years of traveling privately and for work and staying at around 20+ hotels per annum. On the first day we were quickly shown to a table had some nice fruit juice and quickly given a choice of tea or coffee and were told it was a help yourself buffet. The fried eggs were like rubber, the scrambled eggs were revolting having been mixed with some herbs I couldn't recognise but they were in a solid block and tasted musty. Most of the bacon was overcooked and the sausages were very dark and look like they had been deep fried and were very cheap albeit pleasant! The fried bread was a nice surprise and well done. Whilst sat at the table we saw the menu offering and realised we could have actually ordered food not on the buffet. The second day was a disaster. Like many others we witnessed, we were left standing at the entrance as the main waitress seemed more interested in cleaning the odd table when most of the other tables were freshly laid. After learning of the fresh cooked offer the previous day my wife ordered 2 vegetarian sausages and I ordered 2 poached eggs on brown toast. I actually got 2 poached eggs swimming in water with four pieces of brown toast on the side. After mopping up the water with a napkin and putting one egg on a triangle of toast and putting the other 2 triangles aside we went up to the buffet for some beans and other bits. There were around 8 tables occupied at the time with few currently eating a cooked breakfast but when we got to the hot food buffet 4 pieces of bacon left which were very overdone, 3 sausages, some more of that awful looking scrambled eggs, 1 single half of fried bread, no fried eggs, a few tomatoes but plenty of beans. We selected what we wanted from the meagre selection and was about to walk back when what I believe was the cook came out. I asked about the fried bread "yes it's on order", the bacon "yes it's on order" and gave up. During the time we were sat down eating our breakfast which was within earshot of the buffet we heard a number of people ask about the lack of food and each got the same uninformative reply of "yes it's on order" no apology for no food, no timing of "sorry that will be out in a minute or 5 minutes", "never we've run out" or anything helpful. In a bizarre pricing I paid £138.60 for Monday 27/9/21 when the hotel seemed busier than I did for Tuesday 28/9/21 which cost me £150.30. That is a total bill of £288.90 before extras. I've stayed in 4 star hotels in central London and other major European cities outside of school holiday time for less and had a much better experience. I took out an Accor Live Limitless card as it promised a cheaper booking well based on our experience here it is one loyalty card that doesn't create any loyalty.

Good location, clean and comfy.

A hotel with character well located in the centre of the city. The room was comfortable and the staff were friendly, polite and helpful. Food was good if not particularly adventurous. Good to have some local products in the bar. Would happily stay in this hotel again.

We were driving to Salisbury to see a play. The hotel provided us with just what we wanted to be able to enjoy our visit. Easy car parking; friendly staff; good bathroom and excellent breakfast.

Excellent!! Very personalised, even though all the communications prior to our stay encouraged us to check in on line!!

The hotel is in an excellent position, with pubs and bars in the vicinity. The hotel does not have a lift so I emailed a special request for my room position, and the staff went out of their way to accommodate my requests, which I do appreciate, and I noticed we had been upgraded to a Privilege room, thank you. All the staff were very pleasant and all wore face masks. There is a lovely courtyard garden, which could have been given a good sweep, but I guess it was the time of year. The breakfast was very good, but the bacon could have been cooked a little longer, but that may be personal taste. The hotel could have had a bit more TLC, but I realise the hospitality industry has been hit hard recently. The hotel does have character, rather than being modern, and all staff were excellent.

Old Georgian mansion hotel. Easy to find in the midst of Salisbury. Large car park (paying but not extortionate). Room was dated but very comfortable bed and plenty of hot water at any time of day. However, it is the staff who make this hotel so welcoming and friendly. Nothing is too much trouble and everyone was very professional and courteous.

Poor, really poor. This questionnaire has saved me from writing an email of complaint to you, and I look forward to a response from you to the points below. Firstly: * The bathroom wasn’t clean (room 102) - filthy grouting which needs a good bleaching. * The shower screen only fits half way so all the water comes out underneath and soaks the floor. *The bathroom extractor fan didn’t work. * There was no way to turn off the heated towel rail (it was very stuffy) - and no instructions explaining how to work the air-conditioning. * The lampshades in the main room were battered, stained and broken. *The wallpaper is lifting and there are stains on the wall. *Having told you 3 times that I was travelling with a very elderly relative (in the on-line booking; in the phone call I made as a follow-up to the booking the same day; and in the email reply to your email a few days prior to arrival reconfirming the booking) the room we were given was totally inappropriate in that it was impossible for her to get up (over) and into the bath to shower. Secondly, on arrival the receptionist told us “we’re not serving dinner this evening due to functions”. Given it is nigh on impossible to walk into any restaurant these days without booking this was extremely poor service. You should have been in touch with me (you have all my contact details) BEFORE I arrived to allow me time to make other arrangements. On my way out to try to find something to eat for me and my 90-year old Mum, I asked again if it might be possible to get a meal in your hotel. This (different) receptionist said there was a table available which I was glad to take…. Only to find it was in the hotel reception with all your other guests wandering past - none of whom were wearing masks or socially distancing. Whilst the food was fine - the waiting staff need some elementary customer service training… for example… Bring the cutlery before the food; bring a glass with the wine; come and check if more drinks are required - pretty basic stuff. Another couple were sat at a table next to us and they had booked (a birthday) dinner some time ago and were very dismayed to also be seated in the hotel reception area. I can’t say I was at all mollified by the ‘complimentary’ tea. It was a shambles. Of course I appreciate what a difficult time it’s been for everyone for the last 18months or so, but room cleanliness, and decor in a reasonable state of repair, along with feeding your overnight guests and basic customer service must be the minimum standard you aim for when trying to attract custom to your hotel. I am happy to send you the photos I have of the room.

Booked through the website as members and all was straightforward. Completed online checkin which meant a £60 holding fee against a card for any room charges. Opted to receive a text when the room was ready and the postcode for the car park. The one way system in Salisbury was busy so when we arrived on Brown Street for the car park as per the text and postcode we were a little confused as to which carpark it meant. Thinking we'd missed it and would have to go all the way back round we came across the Mercure car park by chance and it's just before the two lanes bear right. Make sure you are in the right hand lane to access it and keep your eyes peeled. Perhaps better description of this in the text as I heard someone complain at reception they had parked in a general car park and ended up paying over the odds. The main hotel lobby area seemed a little tired as did the passageways however as we approached our room it was obvious this was a refurbished one and it was very clean and modern. The only downside was the bed was very hard but I guess that's personal choice. Niggle with a lot of hotels as well as here are the sachets of instant coffee. We have stayed in some significantly cheaper B and B's where we've had either a cafetière or coffee bags. I know a cafetière can be messy for emptying but fresh coffee bags are a good alternative. The stay itself was overall very good and really close to the Cathedral. We had our dog Mabel with us who was made very welcome and we found a number of places nearby where we could eat / drink with her. Having completed the online check in and deposit of £60 I was assured a fast check out with invoice to follow. I've yet to receive my invoice 2 days later and refund of what I believe will be about £45. It's probably better to get those sent first before the customer satisfaction survey.

Good greeting from the reception, and they had gone out of their way to accommodate my special requests. Although the hotel could do with some TLC, accommodation providers have had to close for a long time, so I can forgive them. The Bar staff were very friendly, as were the breakfast staff, and all staff were wearing masks. Breakfast was excellent, although the bacon could have been a bit crispier, but that is personal taste. There is a nice courtyard garden to sit in with tables and chairs, but could have done with a good sweep to remove the dead leaves.

Great location good parking and great staff eveywhere. Only isuue was that the staff were thin on the ground (Covid 19 issue?) and had problems in keeping service levels high in the dinner restaurant. Breakfast service very good.