Mercure London Staines upon Thames Hotel 3 stars

It looked like the hotel was being used as a hostel

Very disappointing - have complained and awaiting reply

Hotel in need of refurbishment, room fixtures/fittings, carpet and general décor tatty. Facilities restricted during time of stay due to other guests.

We really enjoyed our stay at this Hotel, the staff were really helpful and very friendly.We had a problem with our room on arrival but was sorted out within 5 mins .It's in a very good location, with a lovely view of the river .

I knew this establishment from 60 years ago when it was called the Pack Horse and was a down to earth pub. It has changed however I am pleased to say it has not been spoiled. Of course it is wonderfully situated but the service is excellent with helpful staff.

Loved it - great room - great view. Fantastic breakfast

We used this hotel based on the recommendation from the Sofitel Heathrow. We required a hotel close to the airport for a flight the next day but found we could not stay in a hotel that had no elevator to upper stories and that was dirty and did not have air conditioning on a very hot evening. There also seemed to be no Covid protocols for guest safety. While the staff was pleasant and helpful the hotel was unacceptable.

Hotel, well located for both town and riverwalk. l would have preferred to be forewarned of a car park charge. l would also have liked more information in the room about menus and contact of receprion as you were [understandably] short staffed. The evening meals were freshly cooked and hot. [Well done chef]

The outside of the hotel looks very shabby, we actually thought it was a hostel. The inside of the hotel was very old and dated. The carpet in the communal areas Could do with being replaced as they were old worn and not fitted correctly with bumps. A trip hazard Our room was clean And could do with an update of the decor. The hotel is situated upon the river Thames and a nice outdoor area where you could sit. Overall the hotel looked tired and Needs a refurbishment. Good location near to town centre, walking distance to the the train station to Waterloo and Windsor. Needs a total refurb.

We have stay at this hotel a number of times in the past and have loved every minute but we won’t being staying again. In our experience this time you seem to cater for international people first with regard to breakfast and the hotel is looking very tired and needs a little care and attention

Confusing hotel frontage, dirty and bad fitting hallway carpets, curry's left on floor outside doors by residents (smelly).. Tv didn't work properly, way to old to be any good. Bed was extremely lumpy, the springs had gone so woken up constantly. Everyone i spoke to in the restaurant said the Breakfast was inedible, even the staff we're embarrassed to be there..!! Your staff were the only good thing about it. Very disappointed with the whole experience..

I booked a room at the beginning of August to celebrate mine and my wifes forthcoming birthday. I decided to upgrade to a room with a river view. On arrival our room was facing, not the river but a wall and main road behind that. When I explained to the reception I was told the hotel was fully booked. The reason for this was apparent when we went to breakfast the next morning to find the room full of refugees/families. I had booked the room with the river view a month ago and the Mercure had accepted my booking and money. To say I was not happy is an understatement especially as the weekend was to be a special occasion.

Nice stay, great location, polite staff, overcharged slightly when payment taken, but hotel did spot the mistake and refunded straight back. Lovely food and bar area. Rest of hotel itself very run down and tired looking. In need of a full refurb. room was clean, balcony also tired looking, needs a good clean and lick of paint. Bathroom not the best, limescale on the tap and hadn't been cleaned underneath, covered in toothpaste and also tooth paste splatter on the inside of the bathroom door (more care needed when cleaning (especially in these Covid times!) Also need a better cleaner for the stainless steels areas, all smeared and bathroom bin rusty and fit for the skip. Bedroom itself was clean though, but again needs a refurb. Breakfast ok, staff not very interactive or friendly.

Great location and surprisingly quiet given our room was on bottom floor next to bar and also located by main road but noise was no issue at all.

As per previous reviews, the property is dilapidated and in need of total refurbishment. We stayed three nights and our room was never cleaned. We had to ask for clean towels and tea\coffee everyday. The only plus point to our room was the air conditioning. At breakfast the bread was covered in mould, not just a small odd spot but large dark green areas. The bread was removed and replaced after it was pointed out to the staff member. The fruit salad was past it's best and tasted 'zingy'. The staff were friendly but we're dealing with a premises which is not fit for purpose.