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Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,728 reviews
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
  • Parking
  • 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
  • Breakfast
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
Leisure and activities
  • Golf
  • Beach and water sports
  • Other sports activities
Business services
  • 1 meeting room(s)
  • Self service business centre
  • Copy/print service available

Hotel location

Mercure London Staines upon Thames Hotel

Thames Street
TW18 4SJ
staines
united kingdom

Tel: +441784334800

Fax: (+44)1784/454858

Contact email

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 accommodations

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 side *

* 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 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

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

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

Photo non contractuelle / Strictly non binding

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 m²

  • 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

ALL Rating 3.8/5

3,728 reviews

tripadvisor

TripAdvisor Rating 3.5/5

920 reviews

Good location, needs a refurb

Customer review rating 3.8/5

Nick S. Business - 14/02/2020 Confirmed reviews ALL

The location worked really well for the course I was attending. I could walk to the venue, it is also close to the town for shops etc. Being honest the decor needs a review it looks tired, some of the carpets were stained, the hall carpet outside my room was ridged from cases or maintenance trolleys. The room I was in (33) had very bad fitting doors to the balcony, so much so that I could keep a drink cool by placing them on the floor. The staff were excellent. All the rooms are named after mayors of the town which i thought was a bit different. The Shower was very hot but the shower head was not pleasant to look at rusty and stained etc. Who I go back, yes, would I take my wife, not a chance?

Dear Mr Nick S., 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. 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 have noted your comments regarding the shower and this will be followed up with our Maintenance department to ensure the issue will be resolved immediately as we do not want our guests to experience such shortcomings. In regards to the overall condition of the hotel and the room, we were expecting a refurbishing in the year of 2021 however, this has been postponed. We do however, have an ongoing maintenance scheme implemented to ensure we continue to improve the standard of our products and our Maintenance team are working towards refurbishing the bathrooms and replacing the carpets in some areas of the hotel We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Best Regards, Laura C. Reception Team Leader

Below a basic standard

Customer review rating 3.8/5

Anonymous Business - 13/02/2020 Confirmed reviews ALL

There was no air conditioning, no radiator and no other form of heating in my room, I had to ask for a temporary heater as it was freezing. The front doors at reception were broken so had to be kept locked or wide open. The carpets are dirty, the interior throughout the hotel is dated and in need of a refresh. It was more like staying in a B&B in Blackpool then a hotel in London. This hotel is very poor and I would not recommend it to anyone.

Dear Marion 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. 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 have noted all of your comments and these will be investigated further to ensure the matter will be resolved and not re-occur in the near future. In regards to the overall condition of the hotel, we were scheduled to have a refurbishment in the year of 2021 however this has been postponed and we do have a maintenance scheme implemented to ensure we continue to improve the standard of our products. Our Maintenance team are focusing on re-furbishing the bathrooms and carpets in some areas of the hotel. We appreciate you sharing your concerns and we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C, Reception Team Leader

My default choice

Customer review rating 3.8/5

Zdena G. Business - 13/02/2020 Confirmed reviews ALL

I like Mercure, the check in is quick, the internet works, the room is clean. It's a nice 2km river walk to my office, and it's walking distance both into town and to the railway station, so it's convenient. My only gripe is that the room is cold when I check in and I have to wait for the heating to do its thing, and I'm missing a plug next to my bed to charge my phone overnight, but otherwise, I'm happy there.

Dear Zdena G., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are delighted to read that you had an excellent stay and enjoyed your visit at our hotel as always. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day. We have noted your comments regarding the heating and please rest assured that this will be followed up with the correct departments to ensure this will not re-occur. Thank you for your kind feedback, and we hope to see you again soon for another pleasant stay here with us. Sincerely, Laura C. Reception Team Leader

Fairly good hotel

Customer review rating 3.8/5

Mario D. Business - 13/02/2020 Confirmed reviews ALL

A good hotel that needs a makeover. Good location. Surprisingly excellent food and staff but they could smile more

Dear Mr Mario D., 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. 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 have noted all of your comments and these will be followed up with the correct departments and implement new re-training methods were needed. In regards to the pre-authorisation taken upon check in, this is done upon standard policy procedure and the pre-authorisation is released if not used during the check out process. Please accept my sincerest apology for the breakfast issue and please rest assured that this will be followed up with the Food & Beverage Manager as this is not the standard which we strive to achieve. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Wouldn't stay again

Customer review rating 3.8/5

Christelle Business - 13/02/2020 Confirmed reviews ALL

Car park was full on arrival, with non guests using spaces (as I had to wait for some to return and collect their cars). Then had to wait to be acknowledged at reception (if you can't serve me straight away then at least say hi while I'm standing in front of you), room was very noisy - creaking floor, noise from other rooms and outside the hotel- I was woken by an alarm from another room.

Dear Christelle 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. 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 have noted all of your comments and we will be following this up with the correct departments to ensure this will not re-occur in the near future. In regards to the parking issue, we are in the process of arranging a system to have a controlled car park to ensure non guests will not be parking in our car park after the check in time. I would also like to apologise on behalf of the front office team for the lack of care received and please rest assured that this will be followed up with the team and the correct re-training methods will be implemented as this is not the standard which we strive to achieve, We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Good location and comfortable room

Customer review rating 3.8/5

Anonymous Couples - 11/02/2020 Confirmed reviews ALL

The experience was good. Clean room and suitable service

Dear Kyla D., 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, Laura C. Reception Team Leader

Literally awful

Customer review rating 3.8/5

Mia Business - 10/02/2020 Confirmed reviews ALL

Longest walk ever to the room. Dark, dingy, dirty, staff extremely unhelpful, half the stuff in the room didn't work. Freezing cold. Left as soon as I could.

Dear Ayesha K., 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. 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 have noted all of the shortcomings encountered with the correct departments to ensure this will be resolved as this is not the standard which we strive to achieve. In regards to the overall hotel condition and the room condition, our Maintenance team do have an ongoing maintenance scheme in place in order to ensure we improve the standard of our products. Recently, they have started re-furbishing the bathrooms and changing the carpets in some areas of the hotel. I would also like to apologise for the lack of care from the Front Office team and please rest assured that this will be further investigated and the correct re-training methods will be placed. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

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 .

Customer review rating 3.8/5

Anonymous Couples - 08/02/2020 Confirmed reviews ALL

Awful. The hotel had a very shabby, uninviting exterior. Main 'automatic' door broken and the room was not clean, hair on the rather grubby-looking, bed covering. Carpets throughout were stained and dirty. We did not stay for the one night we had booked.

Dear Patricia D., 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. 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 have noted all of your comments regarding all of the shortcomings encountered and this will be further investigated with all of the teams as this is not the standard which we strive to achieve. In regards to the overall hotel condition I am pleased to confirm that we do have an ongoing maintenance scheme in place in order to ensure we continue to improve the standard of our products. Our Maintenance Department have already begun by re-furbishing some of the bathrooms in various rooms. We appreciate you sharing you concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Please do not hesitate to contact me directly on h6620-fo@accor,com should you wish to discuss this matter further. Sincerely, Laura C. Reception Team Leader

Run down, used to be a wonderful hotel, disappointed.

Customer review rating 3.8/5

A. J. Couples - 05/02/2020 Confirmed reviews ALL

We have been using this hotel for Many years. It is very rundown and a shadow of the hotel it used to be. Over the years, gradually the deterioration has set in. This will be our last stay. Better service, quality, in leading local hotels. It is a shame as the staff are lovely, try so hard to help but are limited by lack of staff, services, etc.

Dear Ian A., 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. 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 have noted your comments regarding the breakfast experience and this will be followed up with the Food and Beverage Manger as this is not the standard which we strive to achieve,. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Certainly a place I'd stay at again, when in the area.

Customer review rating 3.8/5

Rod Couples - 04/02/2020 Confirmed reviews ALL

All good, great staff

Dear Mr Rod L., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are delighted to read that you had an excellent stay and enjoyed your visit at our hotel. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day. Thank you for your kind feedback, and we hope to see you again soon for another pleasant stay here with us. Sincerely, Laura C. Reception Team Leader

disappointed

Customer review rating 3.8/5

Cm Business - 03/02/2020 Confirmed reviews ALL

I stayed for 2 nights. The carpets are absolutely filthy. The bar staff chatted away ignoring the customers! Gentleman at breakfast was lovely and friendly but other wise a very poor experience.;

Dear Ms Christine M., 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. 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 have noted your comments and we will be following this up with the correct departments as this is not the standard which we strive to achieve. In regards to the overall hotel condition, we do have an ongoing maintenance scheme in place in order to ensure we continue to improve the standard and quality of our products. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Shocking Standard of hygiene and poor maintenance

Customer review rating 3.8/5

Gavin K. Business - 03/02/2020 Confirmed reviews ALL

The hotel is in dire need of refurbishment, it looks tired, dirty and the room 18 I had was appalling the worst maintained hotel I have ever had to stay in. I felt sorry for the front of house staff, because they know there are issues. I have several photo's of dirty damp bathroom, damaged doors, paint flaking etc

Dear Mr Gavin k., 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. 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 have noted your comments and we will follow this up with both our Maintenance and Housekeeping departments as this is not the standard which we strive to achieve. We appreciate you sharing you concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader
Customer review rating 3.8/5

David Business - 31/01/2020 Confirmed reviews ALL

The plumbing was very poor and the shower barely worked. Paid extra for a river view room £95! Barely a view of the river and no breakfast. I have decided not to stay any more. I will go else where now.

Dear Mr David 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. 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 encountered with the shower to our maintenance department to ensure the matter will be resolved immediately. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Comfortable room in somewhat old-fashioned hotel

Customer review rating 3.8/5

Christopher Business - 27/01/2020 Confirmed reviews ALL

I enjoyed my stay, in this well-located hotel in central Staines, right on the Thames. The hotel is a little shabby and getting to my room involved lots of stairs and rambling corridors, but the room itself was comfortable and well-equipped, with a great river view. Parking is limited, and the local one-way system makes access awkward. Breakfast was good, and staff were friendly.

Dear Mr Christopher N., 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, Laura C. Reception Team Leader

Good locating, dated hotel

Customer review rating 3.8/5

Anonymous Business - 27/01/2020 Confirmed reviews ALL

The hotel is in a good location for me as my office is walking distance from it and that's about where it ends. The hotel is probably the best worst hotel in the area. The rooms are all old and a bit musty. Carpets in the halls are tattered and loose. The heat in the rooms sometimes works, sometimes doesn't. I liken my experience to staying at the Fawlty Towers.

Dear Jeffrey Donald 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. 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 you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Well Located, but standard rooms come with a lot of road noise

Customer review rating 3.8/5

Chris Business - 27/01/2020 Confirmed reviews ALL

Reasonable levels of service, cleanliness etc. Great location for central Staines. 'Standard' rooms all face a busy road which is less than 15m away, and there is a lot of road noise in the road facing rooms. Strongly recommend booking river-facing rooms only at this hotel.

Dear Mr Christopher 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. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We are sorry to read that you did not have a good rest due to the road noise. We appreciate you 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, Laura C. Reception Team Leader

Great staff, dated hotel.

Customer review rating 3.8/5

Marc Business - 27/01/2020 Confirmed reviews ALL

Room 53 was disappointing. Peeling wall paper, poor pressure out of shower head, badly filled holes in wall with plaster, mould on wooden window frames. Generally a depressing room. The staff on the other hand are credit to your dated hotel. I missed breakfast due to early closure but the staff went out the way to make sure I had food as long as I ate in the bar area. All the carpets in the walkways badly stained. Excellent customer service received from the lady on the reception to the staff in the restaurant.

Dear Mr Marc S., 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. 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 have noted your comments regarding the room condition and we will be following this up with our Maintenance Department to ensure an action will be taken. We are pleased to read that the restaurant team and the reception were helpful regarding the breakfast matter and please rest assured that this will be shared with the team as our staff always strive to ensure our guests have a pleasant stay here with us. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader

Fantastic Location, my dream by-the-river- location

Customer review rating 3.8/5

Srushti Business - 26/01/2020 Confirmed reviews ALL

Good hotel, very good food, very good service, fantastic location! Cons - no lift in the hotel and so I ended up staying at the ground floor due to my large suitcases Since there was a party at the hotel, the restaurant was closed and so had to eat dinner in the room. Otherwise, no complaints at all. Will like to stay here again if I get a chance.

Dear Srushti D., 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 look forward to welcoming you back in our hotel in the not too distant future. Sincerely, Laura C. Reception Team Leader

Shabby

Customer review rating 3.8/5

Simon Business - 25/01/2020 Confirmed reviews ALL

The hotel is way past its prime and in dire need of some TLC!

Dear Mr Simon D., 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. 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 do have an ongoing maintenance scheme in place to ensure we continue to improve the standard and quality of our products. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Laura C. Reception Team Leader
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