Mercure London Staines upon Thames Hotel 3 stars

TripAdvisor rating 3.5/5 964 reviews

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Mercure London Staines upon Thames Hotel
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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.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Private outdoor parkingPaying
  • Accessibility for people with reduced mobility
  • 100% non-smoking hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-outPaying
  • Dry cleaning / IroningPaying
Catering
  • BreakfastPaying
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
Leisure and activities
  • GolfPaying
  • Beach and water sportsPaying
  • Other sports activities
Business services
  • 1 meeting room(s)
  • Self service business centre
  • Copy/print service available
Information message

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

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.

Classic Double room

  • Max. number of persons: 2
  • Views: City View *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Double bedroom with River View

  • Max. number of persons: 2
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Twin bedroom with River ViewNon contractual photo

  • Max. number of persons: 2
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Classic Family Room

  • Max. number of persons: 3
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Privilege Double room

  • Max. number of persons: 2
  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone
Rooms

Our restaurants and bars

RIVERSIDE RESTAURANT

Type of cuisine: International

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.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

RIVERSIDE BAR

Non contractual photo

The Riverside Bar is ideally located adjacent to the River Thames and serves a full range of hot & cold dishes and drinks. Why not enjoy a Latte on the Terrace when the sun is out?

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

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

Find out more
tripadvisor

TripAdvisor Rating 3.5/5

964 reviews

Good Hotel

TripAdvisor rating 3.5/5

adey906 25/09/2020 TripAdvisor review

My second stay in a month. As before the staff were excellent, the hotel is probably the best located in Staines and right next to the River. The only issue is that the hotel is in need of a refurbishment and looks very tired in places, particularly the main public areas. Otherwise thoroughly recommended.

Dear adey906, Thank you for taking the time to review your recent stay with us. I am pleased that you appreciated our location and found the team to be friendly and efficient. We had hoped to have had a refurbishment earlier in the year which would have addressed the tiredness of the hotel. Unfortunately, this was postponed to a later date, which has not yet been confirmed. Despite these concerns, I sincerely hope that we will have the opportunity to welcome you back again soon Kind regards, Vijay Pampana (General Manager)

Old and too hot

TripAdvisor rating 3.5/5

86natalies86 13/08/2020 TripAdvisor review

we stayed here for a wedding. The previous night we stayed in the Premier Inn for cheaper. That room was great clean and had air conditioning. In this hotel we were also told to wear face masks. However upon our arrival at the mecure this was not the case. We were greeted by a nice and helpful lady in reception. However, she was the best part of the hotel. Our room was on the bottom floor along a old and tired corridor where the carpet looked accident and very worn. We went into our room that was average size. We were hit by the heat. It had one portable fan that wasn't on. It had two tiny windows. The patio doors you could only have open if you didn't mind the constant stream of the general public watching you get changed. Therefore the room was a sweat box. It completely ruined my getting ready process for my best friends wedding. You could obviously not have them open on the night either. The bathroom had no fan so was hot and smelly. The rooms decor was old and tired and was moderately cleaned. The bed was ok however, we didn't sleep due to the heat. the TV only had 5 channels. Overall the stay was not pleasant and I wish we had continued our stay at the Premier Inn. DO NOT RECOMMEND.

Dear 86natalies86, Thank you for taking the time to write a review. Whilst I am pleased to read that, the lady at reception was friendly and helpful. I am sorry that your overall experience was not a positive one, and wish to offer you my sincere apologies for this. I am sorry that the room your were in was hot and you had an uncomfortable night stay due to hot weather we had recently. Air-conditioning can only be guaranteed when staying in one of our upgraded privilege rooms and I apologise if you had booked one of these but did not receive it. We were due a refurbishment earlier in that would have addressed the issues you highlighted. Unfortunately, this had to be postponed due to current situation in hand (Covid 19) and left us short on time in making the improvements ourselves Our maintenance team, as part of their ongoing property improvement programme is focused on improving the fabric and décor throughout the hotel and I have asked them to attend to the room you were in and address the issues you highlighted immediately. Despite your disappointment, I do hope that you will return in the future, and allow us the opportunity to better serve you. Kind regards, Vijay Pampana

Nice hotel but needs a makeover

TripAdvisor rating 3.5/5

MDebono Business - 09/02/2020 TripAdvisor review

The hotel has a charm all of its own. Staff and Food quality excellent. It just needs upgrading. Did not appreciate the fact that there was no breakfast on Saturday morning . I needed to check out early and was told i would have to order breakfast. This is just not on .

New Years Eve

TripAdvisor rating 3.5/5

Guide539412 Couples - 04/01/2020 TripAdvisor review

Really enjoyed ourselves - reception was excellent on arrival. However, when we got up the next morning there was no milk to make a cup of tea and only one two bath towels which we had used on arrival, so no clean ones anywhere we could see. Normally hotels usually give you spare towels and not just two !! The amount of people on the night was much better than the previous year ( not lots of kids running around) we did notice that there were no canapes on arrival for the evening and no champagne/possecco at midnight which was disappointing. Overall we did enjoy ourselves and will definitely return for next New Years Eve.

Dear Guide539412, Thank you very much for taking the time to write a review. I am pleased to read that you had a pleasant stay. I noted your comments about the extra towels and no prosecco/champagne was offered at midnight. For which i apologies I shared your comments with the relevant department heads to ensure such incidents do not recur in future. I look forward to welcoming you back again soon. Kind regards, Vijay Pampana General Manager

Staines by the Thames

TripAdvisor rating 3.5/5

Mark S Business - 13/12/2019 TripAdvisor review

Nice hotel right by the side of the River Thames. Staff were welcoming and i was fortunate to have a room overlooking the river. Easy parking and well located for routes into London or other local attractions.

Tired and unengaging staff

TripAdvisor rating 3.5/5

Helen M Couples - 21/10/2019 TripAdvisor review

A very tired hotel in a great location with huge potential. Not what I would call Mercure UK standard Staff generally very young and totally unengaging with customers, with the exception of the 2 gentlemen at breakfast. Will not return without something changes

Dear Helen M, Thank you for taking the time to write a review.. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Our refurbishment was unfortunately postponed earlier in the year which would have addressed the tired décor and the overall condition of the room. I have however asked Maintenance that whilst we wait for the refurbishment to take place, they prepare a revised property maintenance plan that focuses on the bedrooms/bathrooms that will bring them up to a better standard . I do hope that you will reconsider and return in the future when you will see the amazing transformation the refurbishment will have made. Kind regards, Vijay P

Surprising Hotel

TripAdvisor rating 3.5/5

Jill4499 Couples - 09/10/2019 TripAdvisor review

This hotel is a real surprise....from the outside you cannot see the hidden beauty. This hotel is very comfortable....picturesque outlook onto the Thames ....good rooms...good beds....good pillows....great food...just a nice atmosphere....home away from home....

Dear Jill4499, We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames 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, Vijay P

Need renovation

TripAdvisor rating 3.5/5

Nejma Business - 22/09/2019 TripAdvisor review

This hotel needs to renovate the rooms urgently. My room was smelling due to an old leak on the carpet. furniture as sofa must be changed because it’s dazmaged. The bathroom need to be renovated too. Tap leaking in the bathroom Breakfast ok.

Very run down hotel in bad need of renovation

TripAdvisor rating 3.5/5

Adventurer566211 Family - 16/09/2019 TripAdvisor review

Was very disappointed by the state of this hotel. Furniture was broken, paint was scratched, chipped and worn, carpets stained, light bulbs broken in bathroom, oil over the door, moisture stains on ceiling, drains blocked. The reception and shared areas are no better. Additionally insulation is very poor, you can hear all noises of the room above and of the corridor. The only saving element was the attempt by the lady on reception to do her best to fix what she could.

Dear Mr Adventurer566211 Thank you for taking the time to write a review. This is very much appreciated. Whilst I am pleased that the staff member at the front desk was helpful, I am sorry that the overall condition of the hotel did not meet your expectation. Unfortunately, our refurbishment planned for last year that would have addressed the issues you highlighted had to be postponed. We are hoping that it will not be too long before it takes place. This does not preclude from the fact that the bedroom/bathroom was not cleaned properly and has oil stains on the doors and stains on the ceiling. In offering my apologies please, rest assured that I have expressed my concern and disappointment with the Housekeeper. Despite your concern, I hope you will give us the opportunity to better serve you in the future Yours Sincerely Vijay Pampana

Tired,old and dirty

TripAdvisor rating 3.5/5

TraceyW2220 Couples - 11/07/2019 TripAdvisor review

The room we had was very tired and in need of an update. In addition it was not clean, finding hair in the shower and carpets dirty. We would not recommend staying here. The only high point was one of the reception staff members providing advice in finding our way around

Dear Tracey2220, Thank you for taking the time to write a review. This is very much appreciated. I am sorry that on this occasion we did not meet the expected level of service. We have an ongoing maintenance programme in place to ensure we maintain and improve the quality of our product. I am sorry over the cleanliness of the room. This will be addressed with the Head Housekeeper and the necessary retraining will be done with the team members concerned. I am glad the Reception team members were helpful. Once again my sincere apologies over our shortcomings on this occasion. We do hope we can welcome you back to the Mercure brand in the not too distant future. Kind regards, Anne C

Relaxing and lovely location

TripAdvisor rating 3.5/5

Holidaymakers17 Couples - 12/06/2019 TripAdvisor review

The hotel is looking very tired inside and out and despite being a Platinum member, there wasn't any water in the fridge nor any biscuits, so it was a very standard stay. We asked for water and were promised some would be put in our room, but it didn't materialise and the water in the cold tap (which was unmarked as the H & C had worn away) was tepid all the time. The breakfast was OK but the Melon on both days tasted 'Fizzy' as if it had started to ferment and the yogurts were not nice. The hot food was nicely cooked. The exterior and the interior was worn and in need of new paint, new furniture and a general face lift.

Dear Holidaymakers17, Thank you for taking the time to write a review. I am sorry that on this occasion we did not meet the expected level of service. My sincere apologies over this and any inconvenience caused. I will certainly ask my team to look into our shortcomings and the necessary retraining will be done with the team members concerned. I will likewise share your comments regarding the condition of the hotel with our Head Office Team. We are hoping to have a refurbishment to both our rooms and public areas in the not too distant future. We do hope you will continue to use the Mercure brand in the not too distant future. Kind regards, Anne C

needs to be seriously refurbished

TripAdvisor rating 3.5/5

Paradise42089913261 Business - 27/05/2019 TripAdvisor review

very noisy room with a window out of age, you can hear perfectly all the time the train passing on the railways just beside in fact I think that this hotel needs a complete refurbishment of the rooms, it is currently far away from the "Mercure hotel" quality standard and I have already experienced in many other locations.

Dear Paradise 42089913261, Thank you for taking the time to write a review about your recent stay with us. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. Our current owners who bought the hotel a year ago were aware of the need for investment and i will forward your comments to the head office. 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 after we have been refurbished Yours Sincerely, Vijay Pampana

Riverside

TripAdvisor rating 3.5/5

Stephen M Friends getaway - 23/05/2019 TripAdvisor review

great location for this side of town, easy access to M25 and roads into London. Nice riverside setting, easy walking to local pubs and shops. Fun bar, nice breakfast room and good prices. The Ritz it is not, but at this price it has everything you need.

Dear Stephen M, Thank you for your kind comments and compliments. I am delighted that you enjoyed your stay and I look forward to welcoming you back again soon. Yours Sincerely, Vijay Pampana

No hot water in the Shower

TripAdvisor rating 3.5/5

Sunshine64463422305 Family - 25/02/2019 TripAdvisor review

Hotel was good value for money. Staff were friendly. Water very hot in the bathroom sink but no hot water in the shower despite turning the tap in every direction. Balcony not accessible due to patio door being locked for security reasons.

Dear Sunshine64463422305, Thank you for taking the time to write a review. This is very much appreciated. I am sorry on this occasion we did not meet the expected level of service. My sincere apologies over any inconvenience caused. I am glad the staff were friendly and that the hotel was good value. We do hope we can welcome you back to the Mercure brand in the not too distant future. Kind regards, Anne C

friendly team and good location

TripAdvisor rating 3.5/5

Holidaymakers17 Couples - 30/11/2018 TripAdvisor review

Our room and upstairs in the hotel can only be described as tired. The bathroom had broken bits including a missing plug and we dropped something down by accident that was difficult to retrieve. There was 1 flat pillow each, the bed was really uncomfortable. Breakfast was nice and the staff were lovely

Dear Holidaymakers17, Thank you for taking the time to write a review. This is very much appreciated. I will certainly share your comments regarding the condition of the Hotel with our Head Office Team. I am glad the staff were friendly and that you found us to be located centrally. We do hope we get the chance to welcome you back in the not too distant future. Kind regards, Anne C

Ok for a short stay

TripAdvisor rating 3.5/5

Lisa S Family - 29/09/2018 TripAdvisor review

Room was ok, bathroom was s bit shabby. Could never get TV to work. We had a nice view of the Thames, staff was friendly and helpful. No elevator. So some good some bad. Probably wouldn’t stay there again-town of Staines had little to offer.

Dear Lisa S, Thank you for taking the time to write a review. This is very much appreciated. I am sorry on this occasion we did not meet the expected standard. My sincere apologies over any inconvenience caused. Thank you for your kind comments that the staff were friendly. We do hope that you will continue to use the Mercure brand in the future. Kind regards, Anne C

WHEN ATMOSPHERE IS KILLED BY RESTAURATION AND LACK OF RESTORATION

TripAdvisor rating 3.5/5

Hugues D Business - 23/09/2018 TripAdvisor review

It is about MY 30 TIMES I Come to your Hotel always enjoying its Location But this time Ihad the feeling this was not enough to balance aging of equipments and POOR QUALITY FOOD for a *** HOTEL . IT DESTROYS THE CHARM .

Dear Hugues D, Thank you for taking the time to write a review. This is very much appreciated. I am sorry that on this occasion we did not meet the expected standard. I will certainly share your feedback regarding the condition of the Hotel with our Head Office Team. I do hope you had the chance to address the issue with the food quality with a member of the Food and Beverage Team during your stay so they could have looked into this for you. My sincere apologies over any inconvenience caused for both issues. We do hope you will continue to use the Mercure brand in the future. Kind regards, Anne C

lovely hotel

TripAdvisor rating 3.5/5

lesleyawindle Solo travel - 16/08/2018 TripAdvisor review

my recent stays were my first experience as a hotel resident but as i resident of the area i have used the hotels restaurant many times. I just needed some where to stay while i had some decroarting done at home. The loaction on the river is beautiful and that staff are very helprfuland friendly and knowledgable about the area. Because of the heatwave some of the areas inside got over heated but there were plenty of electrical fand available for the guest rooms and the restaurant is air conditioned

Dear lesleyawindle, Thank you for taking the time to write a review. This is very much appreciated. I am glad overall that your stay was satisfactory and that the staff were helpful and friendly. We do hope you will continue to use the Mercure brand in the future. Kind regards, Anne C

Awful stay.

TripAdvisor rating 3.5/5

christine m Couples - 16/08/2018 TripAdvisor review

This has been a terrible experience of a weekend away. From no electricity in our first room to black mould on the window sills spiders on the ceiling, roller blind in bathroom falling apart bathroom door getting stuck shut so cleaner did not clean it,not leaving teabags or milk,room was not hoovered properly in our second room.No parking spaces on the Saturday night. Will never stay here again even if you paid me. Was not very cheap either.

Dear Christine m, Thank you for taking the time to write a review. I am sorry on this occasion the standard of your stay was much less than expected. I would be happy to discuss the issues you experienced in more detail if you would kindly contact myself direct by emailing me your contact details at H6620@accor.com. Kind regards, Anne C

Disappointed with this visit

TripAdvisor rating 3.5/5

Holidaymakers17 Couples - 11/08/2018 TripAdvisor review

We planned ahead and called to secure a particular room days before our arrival to find this wasn't the room allocated. It took 30 minutes on a very hot day to sort out and although the member of staff was really helpful we found that the room had broken air conditioning, no main light, one lamp didn't work and the fridge had a light but no temperature control so the water was warm. The bathroom door stuck and we had a hot unpleasant stay. We bought a small bottle of coke at the bar that cost £3.30 and were told that this was because we were close to London. Not the stay we had looked forward to at all

Dear Holidaymakers17, Thank you for your feedback. This is very much appreciated. I am sorry on this occasion that we did not meet the expected standards. My sincere apologies over any inconvenienced caused. We do hope that you will continue to stay with the Mercure brand in the future. Kind regards, Anne C

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