Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,976 reviews

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Mercure London Staines upon Thames Hotel
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+ 15 Services

Hotel extras

  • Nearby Thorpe Park, Legoland and Chessington

  • Situated by the River Thames with scenic terrace area

  • In-house bar & restaurant serving authentic local dishes

  • Function room capable of holding up to 40 guests

  • Close to the town centre and train station

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Hotel location

Mercure London Staines upon Thames Hotel

Thames Street
TW18 4SJ staines
united kingdom

Tel: +441784334800

Fax: (+44)1784/454858

Check-in from 14h00

Check out up to 12h00

  • Staines :  STAINES

  • By plane

    LONDON CITY At 71.8km / 44.62 miles

  • By plane

    LONDON GATWICK At 60.7km / 37.72 miles

  • By plane

    LONDON HEATHROW At 7.2km / 4.47 miles

  • By train

    STAINES At 0.5km / 0.31 miles

GPS :51.431839, -0.511763

Hotel services

RIVERSIDE RESTAURANT Non contractual photo

The Riverside Restaurant invites you to sample the very best in food and beverage. Choose from a wide range of traditional and international dishes, prepared from only the freshest and highest quality ingredients.

Services in the hotel and nearby

Check-in from - Check out up to

In summary

  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
Catering services
  • One Restaurant
  • One Bar
  • Breakfast Currently unavailable
    • Buffet Additional charge
  • Room service
    • Cold snacks
    • Hot meals
Meetings/Events
  • 8 Meeting rooms
  • Business Center
    • Self service business center
Accessibility
  • Wheelchair accessible hotel
Hotel Services And Equipments
  • Hotel informations
    • 88 rooms
    • 2 rooms for people with reduced mobility
    • 17 family rooms
    • 10 connecting rooms
    • 88 non-smoking rooms
    • 3 floors
  • Languages spoken at the hotel
  • Laundry / Valet Services
    • Dry cleaning / Ironing
  • Wi-Fi
    • High Speed WiFi
    • WiFi in the communal areas
    • WiFi at the hotel
  • 100% Non Smoking Property
  • Check In & Check-out facilities
    • Express check-out
  • Safe deposit box at reception
    • Safe deposit box at reception
Access to property
  • Limited car park -non guaranteed
    • On site

Our accommodation(s)

The Mercure London Staines has 88 beautifully appointed bedrooms with many of our feature rooms overlooking the river Thames. All of our bedrooms are en-suite and contain a minibar, 32 inch flatscreen TV, telephone and tea & coffee making facilities. All of our bedrooms are en-suite and contain a mini-bar, 32-inch flatscreen TV, telephone, and tea and coffee making facilities.

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 1

  • Maximum size: 30

  • Maximum capacity: 40 people

  • Maximum banquet capacity: 24 people

Find out more

Our guest reviews for
Mercure London Staines upon Thames Hotel

100% genuine reviews from our guests

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ALL Rating 3.8/5

3,976 reviews

TripAdvisor Rating 3.5/5

1,010 reviews

Several opportunities for improvement. - Including contaminated food issue.

TripAdvisor rating 2.0/5

Dunkirk_DunesTourist 18/10/2021 TripAdvisor review

As a previous Gold Card holder, before COVID-19, I have stayed at many Accor hotels across Europe and have always been very happy with the service and accommodation provided. I therefore booked three nights at the Mercure Hotel at Staines. (And a further five nights at another Mercure hotel.) As anticipated, the welcome at Reception was both friendly and professional. Our room was on the second floor with a private roof terrace overlooking the Thames. Yes, the decor was a bit shabby (peeling paint, tatty curtains, etc) but it reminded us of some romantic stays we had had in some private French hotels years ago. Opportunities for improvement: 1) Frustratingly, there was a constant vibrating noise in our room during the three nights. This noise was caused by one or more of five large pipes leading from an adjacent building into the wall under the floor of our room. (Later investigations suggested that the noise within the room opposite ours was even louder. Also, the noise was travelling down the stairwell area and vibrating in the ceilings of some of the rooms on the floor below.) 2) More seriously, on the first morning we found a lacewing (a large flying insect with wings about 3/4 inch long) in the mushrooms of my breakfast. As expected, the waiting staff were very apologetic. However, when returning to the hotel that afternoon, it appears that Management and Reception had not been informed. We suggested that, as a goodwill gesture, as has been offered before at an Accor hotel abroad (Krakow or Kiev?) when an issue had arisen, the hotel supplied us with two free dinners that evening; excluding wine. However, initially, Reception offered not to charge me for the breakfast with the insect in it. "No!" Reception then offered to supply one dinner for me only. But my usual steak & chips would have a surcharge that would need to be paid for by me. No! At this point I advised Reception that I would be making a formal complaint and see what happens. 3) we were surprised by how many security staff are employed at the Mercure Staines. Typically, there were four security staff. I mention this because I felt very uneasy, perhaps intimidated, by their being three of the security staff standing not far from me when I checked out. Therefore, rather than raising the lacewing in the mushrooms issue at that time, I asked for an itemised invoice so that I could see whether I had been charged for the two steaks & chips. I had been! There is more.

Good Stay

Customer review rating 4.5/5

Richard S. Business - 17/10/2021 Confirmed reviews ALL

Nice , clean big room and helpful staff, would recommend

Dear Richard S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read you have thoroughly enjoyed your stay here with us and your feedback is greatly appreciated. We look forward to welcome you back for another pleasant stay in the near future. Kind Regards, Laura C. Guest Relations

Poor hotel

Customer review rating 0.5/5

R Solo - 13/10/2021 Confirmed reviews ALL

The room was very dirty and had to wait 10 mins before got seen on arrival at the reception, there were no staff at the bar everytime I went the bar of at reception. The hotel was very run down and not very clean. I will not be staying at this hotel again. I would rather pay double the price than stay at this hotel again

Average

Customer review rating 2.5/5

Anonymous Friends - 05/10/2021 Confirmed reviews ALL

While the location was handy and the room was good. The hotel looks very tired with stains and what appears to be burn patches in the carpet. The hotel gave us complimentary water and Pepsi however not bottle opener to open them with. The staff were friendly but very few around. The location on river is beautiful, but the cobwebs single pains of glass don’t reflect this.

Dear Siobhan M., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read the location was convenient and the room was good. We also appreciate your kind feedback regrading the staff and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. Please rest assured we have addressed the cobwebs matter with the Head Housekeeper to ensure this will be resolved immediately as this is not the standard which we strive to achieve. In regards to the overall condition of the hotel, we were due for a refurbishment and unfortunately as this has been further delayed we have implemented a momentary maintenance scheme to ensure we continue to improve the standard of our products and services. Despite the concerns raised, we do hope you will give us the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Family Visit

Customer review rating 4.0/5

Anonymous Families - 05/10/2021 Confirmed reviews ALL

Overall OK. We were surprised at the lack of Covid safety from other guests and only one staff member wore a mask despite an email about how safe Mecure wanted our trip to be. Staff fixed a badly leaking gutter that was gushing water outside our window in heavy rain which was good of them. We couldn't understand the heating control in the room so the room was cold but having has to sort out an overcharge at check in, no TV remote control, only one set of towels and the leaking gutter we weren't going to ask for any additional help and it was always hard to find staff. We had 2 fire alarms and each time prepared to leave and they were then false calls.

Would not stay here again rooms were dirty

Customer review rating 0.5/5

Anonymous Friends - 03/10/2021 Confirmed reviews ALL

It looked like the hotel was being used as a hostel

Dirty, tired and uncared for

Customer review rating 1.0/5

Sharon M. Friends - 03/10/2021 Confirmed reviews ALL

Very disappointing - have complained and awaiting reply

very dissapointed

Customer review rating 1.5/5

Laurence J. Couples - 02/10/2021 Confirmed reviews ALL

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

Dear Laurence J., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. In regards to the overall condition of the hotel, we were due for a refurbishment this year however, unfortunately as this has been further delayed, we have implemented a maintenance scheme to ensure we continue to maintain the condition of our products and services. We believe, we have bene in touch regarding the shortcomings encountered during your stay here with us and we hope the outcome has been as expected. We hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Pleasant stay in Staines upon Thames

TripAdvisor rating 4.0/5

bernadetteastridge 30/09/2021 TripAdvisor review

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 .

Dear bernadetteastridge, Thank you for taking the time to write a review. I am delighted that you had an enjoyable stay and the staff were helpful and friendly. We look forward to welcoming you back soon. Kind regards, Vijay Pampana

All good

Customer review rating 4.5/5

Anonymous Families - 27/09/2021 Confirmed reviews ALL

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.

Dear Cherry N., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read you have thoroughly enjoyed your stay here with us and your kind feedback is greatly appreciated. We look forward to welcome you back in the not too distant future as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations
Customer review rating 5.0/5

Anonymous Friends - 26/09/2021 Confirmed reviews ALL

Loved it - great room - great view. Fantastic breakfast

Dear Simon B., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read you have thoroughly enjoyed your stay here with us and the overall rating is highly appreciated. We look forward to welcoming you back in our hotel in the not too distant future as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations

Disappointed

Customer review rating 0.5/5

Anonymous Friends - 26/09/2021 Confirmed reviews ALL

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.

Dear Marion E., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. We are sorry to read the overall condition of the hotel was not as expected; we were due for a refurbishment this year and unfortunately this has been further delayed. In the meantime, we have implemented an ongoing maintenance scheme to ensure we continue to improve the standard of our products and services. In regards to the air conditioning issue, I'm afraid we do not have air conditioning and we are also not advertised to have air conditioning. We are sorry if this was not reflected in the reservation. We thank you for sharing your concerns and we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations
Customer review rating 4.0/5

Anonymous Solo - 25/09/2021 Confirmed reviews ALL

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]

Dear Dee S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read you have enjoyed our location as indeed we are located within walking distance from the main centre as well as on the banks of River Thames which offer beautiful views. We are sorry to read the front office team were not ale to offer more information regarding the menus and other essential information. We do have QR codes in all rooms informing guests of all restrictions and other essential information. Once again, please accept my sincerest apologies if this was not advised during the check in and please rest assured this will be followed up with the front office team. We are pleased to read the meals were as expected and your kind feedback will be shared with the Head Chef as I'm sure it will serve as an encouragement. Despite the concerns raised, we do hope you will give us the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Sad and tired hotel

Customer review rating 3.0/5

Michelle B. Families - 24/09/2021 Confirmed reviews ALL

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.

Dear Michelle B., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. We are sorry to read the overall aspect of the hotel was not as expected. We were due for a refurbishment this year and unfortunately this has been further delayed. We do have an ongoing maintenance scheme implemented to ensure we continue to maintain the quality of our products and services. We are pleased to read the room was clean and please rest assured the feedback will be shared with our Head Housekeeper as I'm sure it will serve as an encouragement. We hope we will get the chance to welcome you back once the hotel receives the full refurbishment expected. Kind Regards, Laura C. Guest Relations

Very disappointed

Customer review rating 1.0/5

C H. Friends - 19/09/2021 Confirmed reviews ALL

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

Dear Caroline h., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. We are sorry to read the breakfast experience was not as expected and please accept my sincerest apologies if our team were unable to provided the service expected. Please rest assured the matter has been followed up with our Food and Beverage Supervisor to ensure the correct re-training measures are implements to avoid future occurrences. We were due for a refurbishment this year, unfortunately as this has been further delayed, we have implemented a maintenance programme to ensure we continue to improve the standard of our products and services. Despite the concerns raised, we do hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations

Bad everything..!

Customer review rating 0.5/5

P. W. Couples - 18/09/2021 Confirmed reviews ALL

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..

Dear Phill W., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. We are sorry to read you have encountered a few issues during your stay here with us. We have noted your comments regarding the TV and please rest assured the matter has been resolved by our Maintenance department. Our reception team are also available to assist with any matters when reported. We are sorry to read the breakfast was not as expected and we have forwarded the feedback to our Head Chef to ensure the correct measures are taken to avoid future occurrences. In regards to the overall aspect of the hotel, we did have a refurbishment scheduled for this year and unfortunately this has been further delayed. We have momentarily implemented a Maintenance scheme to ensure we continue to improve the standard of our products and services until we receive the refurbishment. Once again, please accept our sincerest apologies for all the shortcomings encountered and we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations

Not what I had booked

Customer review rating 1.0/5

Paul L. Couples - 15/09/2021 Confirmed reviews ALL

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.

Dear Paul L., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. We are sorry to read the room provided was not river view as booked. Our team upgraded the room to one of our Privilege rooms which are our best rooms. Nevertheless, I can understand your frustration as this was meant to be a special occasion. I believe one of our our colleagues have been in touch with a solution and I hope this has been to your satisfaction. Once again, please accept our sincerest apologies for any inconvenience caused and we hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Nice location and stay, good food but hotel rundown and needs a refurb, bathroom not fully clean

Customer review rating 3.5/5

Jaime Families - 13/09/2021 Confirmed reviews ALL

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.

Dear Jamie W., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We greatly appreciate your feedback regarding the staff and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are sorry to read there was an issue with the payment during the check-in however, I'm please to read the staff were able to rectify the shortcoming. We are also sorry to read the cleanliness levels were not as expected, especially the limescale on the taps and toothpaste splattered on the bathroom room. Please rest assured we have shared the concerns with our Head Housekeeper and the correct measures have been implemented to prevent future occurrences. We were due for a refurbishment which would have addressed the issues mentioned above and unfortunately, as this has been further delayed we have implemented a maintenance scheme to ensure we continue to improve the standard of our products and services. Despite the concerns raised, we do hope we will have the chance to welcome you back in our hotel as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations

Good stay

Customer review rating 4.0/5

Richard Couples - 13/09/2021 Confirmed reviews ALL

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.

Dear Richard F., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated. We appreciate your feedback regarding the cleanliness levels and please rest assured this will be shared with our Housekeeping Manager as I'm sure it will serve as an encouragement. We have noted your feedback regarding the lack of being a Gold member recognition and please rest assured this will be followed up with our Front Office department to ensure the correct re-training measures will be implemented as this is not the standard which we strive to achieve. We look forward to welcome you back in our hotel for another pleasant stay in the not too distant future. Kind Regards, Laura C. Guest Relations

Leisure trip

TripAdvisor rating 2.0/5

paulsvaughan 12/09/2021 TripAdvisor review

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.

Dear paulsvaughan, Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Our new owners have earmarked us for a refurbishment and I hope this will happen sooner than later. It is our company policy due to Covid 19, that guest bedrooms are cleaned once every 5 days of their stay and this information is available in all our bedrooms. However, our reception team are always available to provide additional towel and any other amenities during your stay. I noted your comment about the mouldy bread at breakfast. For which i would like to offer my apologies. I expressed my disappointment with my Food and Beverage Manager for the lack of attentiveness from him team and asked to him to take action immediately so such incidents do not recur in future. 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. Kind regards, Vijay Pampana

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