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Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,914 reviews

ALLSAFE approved hotel

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Mercure London Staines upon Thames Hotel
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+ 9 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.

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 parking Paying
  • Accessibility for people with reduced mobility
  • 100% non-smoking hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-out Paying
  • Dry cleaning / Ironing Paying
Catering
  • Breakfast Paying
  • 1 Restaurant(s)
  • 1 Bar(s)
  • Room service
Leisure and activities
  • Golf Paying
  • Beach and water sports Paying
  • 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

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.

Our restaurants and bars

RIVERSIDE RESTAURANT

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.

Non contractual photo

RIVERSIDE BAR

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?

Non contractual photo

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

ALL Rating 3.8/5

3,914 reviews

tripadvisor

TripAdvisor Rating 3.5/5

991 reviews

Comfortable Hotel in lovely spot on the river

Customer review rating 4.5/5

Geraldine P. Families - 24/07/2021 Confirmed reviews ALL

We stayed here for one night with our grandchildren before our day trip to legoland. We had two rooms joined by a shared balcony overlooking the River Thames. The rooms were beautifully furnished with a fridge and lovely bathroom. The hotel is a little dated but that didn’t worry us at all. It was spotlessly clean. We had dinner on the terrace as the restaurant was closed. It was lovely in the sunshine, but my only negative thought was that people were allowed to smoke.

Fabulous Location overlooking the River Thames.

Customer review rating 5.0/5

Edmund C. Families - 24/07/2021 Confirmed reviews ALL

We enjoyed our stay with you as we were able to walk to the Church where our Granddaughter was being Christened.

Dear Edmund C., 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 overall rating is highly appreciated. We are sorry to read the Front Office team did not explain the COVID-19 measures which we still have in place until further notice. Please rest assured this will be followed up with the team to ensure the same issues will not arise in the near future. Despite the concerns raised, we hope you will give us the chance to welcome you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Worst night in a hotel ever, cancelled second night

Customer review rating 0.5/5

Horrible E. Business - 24/07/2021 Confirmed reviews ALL

1st room someone in shower. 2nd room infestation of ants. 3rd room radiator stuck on full 28c outside. 4th room 2hrs after I arrived, had to get TV repaired.

Decent for the price and purpose of day trips around London area.

Customer review rating 3.5/5

Claire B. Couples - 24/07/2021 Confirmed reviews ALL

A rather dated hotel but generally no major complaints. Delicious breakfast, friendly staff! Thanks for the Fan, it was hot in there early July! Tip: take own pillow

Great location

Customer review rating 3.0/5

F. F. Couples - 23/07/2021 Confirmed reviews ALL

Great room( No9),overlooking the River, very warm could have done with a fan. Stayed on a B&B rate with dinner booked on last night(19-21 July).Breakfast was over cooked, we booked for 0830,it must have been all cooked for the 0730 sitting. Next day breakfast was even more over cooked, could not cut the bacon or sausages, no fresh fruit ,that was available on the first day. We had just finished our breakfast ,just finishing off our coffee and the cook came and cleared our table, could have asked if we had finished! We booked in on line and submitted our Credit card for pre payment of £240,when we booked out we checked our bill and was told it was £146,which we aggreed,£136 for room and dinner on last night and £10 parking. We were told that we would receive a E copy of the bill, this we received on our return home. On checking our invoice we have been charged £176 for our stay, we were charged for a dinner on the first night which we did not have. We have phoned the hotel 8 times to sort this mistake out, we have been told we would receive a refund straight away, still no refund, credit card statement says we have been billed £240!! Could you please sort this out. We have been told on more than one occasion that someone would phone us back, nothing at all. This has spoiled our great trip to your hotel. Thank you. Res No 37…,checkout Folio No 89738.

Good stay

Customer review rating 4.5/5

Anonymous Families - 20/07/2021 Confirmed reviews ALL

Very good nights sleep

Dear Phillip B., 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. We are pleased to see you have thoroughly enjoyed your stay here with us and your overall rating is highly appreciated. We hope we will get the chance to welcome you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Challenging times

Customer review rating 3.0/5

Hem Families - 20/07/2021 Confirmed reviews ALL

The staff faced many challenges is trying to make our stay as comfortable as possible

Dear Hemant P., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read you have found the room comfortable and the staff were helpful in ensuring you have a pleasant stay here with us. Please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We were due for a refurbishment this year however, unfortunately as this has been further delayed, we do have an ongoing maintenance scheme implemented to ensure we continue to improve the standard of our products and services. Despite the concerns raised, we hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Nice place to stay

Customer review rating 4.5/5

James W. Couples - 18/07/2021 Confirmed reviews ALL

We very much enjoyed our stay. Good location, nice room friendly staff. We will be staying here again.

Dear James W., 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 and the overall rating is highly appreciated. . We are pleased to read the rooms was as expected and the staff were friendly. Please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are also pleased to read the cleanliness levels were at the standard expected and please rest assured this will be shared with the Head Housekeeper as I'm sure it will serve as an encouragement. We look forward to welcome 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 2.0/5

Gary Families - 17/07/2021 Confirmed reviews ALL

Very little parking, hotel in dire need of a refurb, hallway And stairs dirty with dead flys in the windows, no hot water as the boiler had broken

Dear Gary 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. We are sorry to read you have encountered a few issues during your stay here with us and please rest assured the matters have been addressed with the correct departments. We are sorry to read the cleanliness levels were not at the level expected and please rest assured this has been followed up with our Head Housekeeper to ensure the correct measures will be taken as this is not the standard which we strive to achieve. We did encounter an unexpected issue with our boiler however we are pleased to confirm the matter has been resolved. In regards to the parking, due to limited spaces in our car park, this is not guaranteed and is therefore on a first come first served basis. We do have an overflow public car park located next to our hotel which can be used by our guests should our be full. Despite the concerns shared, we do hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Easy walking distance for cinema, and restaurants.

Customer review rating 4.0/5

Paul M. Couples - 16/07/2021 Confirmed reviews ALL

I paid to upgrade our room, but unfortunately ended up in a disabled room, when I looked at the rooms on the Internet I was impressed, but felt a little deflated when we paid for an upgrade with a river view, not quite a river view more bushes and walk way, yes I could see the river but not what is advertised.

Dear Paul M., 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 your stay here with us and your overall rating is highly appreciated. We are sorry to read the room was not as expected; please allow me to express my sincerest apologies for the room assigned. Please rest assured the matter will be followed up with our Front Office team. I'm also sorry to read there was not enough tea and coffee provided in the room and please rest assured the matter will be followed up with the Head Housekeeper to ensure the same issue will not arise in the neat future. Despite the concerns shared, we do hope you will give us the chance to better serve you in the near future 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

Sal H. Couples - 14/07/2021 Confirmed reviews ALL

On arrival the hotel was clean and tidy and then receptionist was helpful. Our room was also tidy. I had thought the bed would be made during the middle day of our stay but it wasn’t. Had we used coffee or tea that would also have needed refilling but wasn’t done. The breakfast was lovely and the lady who was organising was very helpful. Friendly chef too. Overall a good stay.

Dear Sal H., 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 your stay here with us and your overall rating is highly appreciated. We are pleased to read the staff were friendly and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are also pleased to read the hotel was clean and tidy and please rest assured this will be shared with our Head Housekeeper as I'm sure it will serve as an encouragement. Unfortunately due to COVID-19, our Housekeeping team are only serving rooms longer than 5 nights and on request. Please accept my sincerest apologies if this has not been communicated during the check - in and please rest assured this will be followed up with our Front Office team. Despite the concerns raised, we do hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Good location but in need of an update

Customer review rating 2.5/5

Joshua Business - 10/07/2021 Confirmed reviews ALL

Parking situation was bad, very small car park so hard to park anything larger than a hatchback, on top they seem to oversell tickets so after my shift I had to use the pay and display next door as I could find a space. Not ideal when you have to pay for parking at the hotel. Location is pretty nice, right on the river and close to the town centre. It is very close to the railway line though which is quite noisy. My room was right next to a public footpath, which my window/doors open out on to, apart from the noise when people walked past it just didn’t seem very secure as the lock on my window was very loose and the door lock wasn’t very good. A window pane in the door was also cracked and repaired but not replaced, which isn’t a great look for a hotel. The TV worked fine but probably over a decade old now, so no HD channels to watch the football! Breakfast was average for a hotel, was glad to see vegan friendly sausages, but lack of non-dairy milk is another basic thing missing. I was pleased to see good vegan options on the evening menu but I didn’t get to taste any, but my colleague enjoyed his vegan risotto. So all in all, I didn’t have a bad time but issues with dated interior, lack of parking and lack of security in my room prevented a great experience.

Dear Joshua 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 you have encountered some issues during your stay here with us and please rest assured these have been address to the correct departments. In regards to the parking, as we only have 30 limited parking spaces on-site, we do not guarantee or reserve parking spaces. We are fortunate to have the overflow public car park located next to our hotel which can be used by our overnight guests. We were due for a refurbishment this year however, due to COVID-19 the schedule has been delayed. As a result, we do have an ongoing maintenance scheme in place in order to ensure we continue to improve the standard of our products and services. We do hope you will give us the chance to better serve you in the near future. Kind Regards, Laura C. Guest Relations

Location,location

Customer review rating 3.5/5

Philip Couples - 07/07/2021 Confirmed reviews ALL

Lovely location, great views from room and patio bar. Hotel functional although certain area look tired and dated. Staff & services excellent, food very good and catered for gluten free requirements.

Dear Philip P., 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 your stay here with us and your overall rating is highly appreciated. It is always a pleasure to receive such kind 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. In regards to the overall condition of the hotel, we were scheduled for a refurbishment however, as this has been further delayed we momentarily have a maintenance scheme implemented to ensure we continue to improve the standard of our products and services. We hope we will get the chance to welcome you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Almost perfect

Customer review rating 3.5/5

Mark Couples - 07/07/2021 Confirmed reviews ALL

We were happy with the room it was clean and tidy and had a mini bar fridge which was very useful for a 9 night stay, the staff were fantastic and polite and helpful, the food was really good too, however the car park is a joke, I booked a "park and stay" package but if you don't get back to the hotel till early evening you cant get in the car park so it shouldn't be offered, sounds trivial but I have a rare car and if I park in a public car park over night bits are missing in the morning.

Dear Mark J., 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 your stay here with us. Your kind feedback is greatly appreciated and please rest assured this will be shared with the departments involved as I'm sure it will serve as an encouragement. We are sorry to read regarding the parking issue and please rest assured we are momentarily looking into the matter. Despite the parking concern raised, we hope you will give us the chance to welcome you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Lovely hotel great view friendly staff

Customer review rating 4.0/5

Mel S. Couples - 06/07/2021 Confirmed reviews ALL

Loved the view great big bed . Could have done with more pillows and TV was not so good only about 6 channels

Dear David F., 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 your stay here with us and your overall rating is highly appreciated. It's great to read you have enjoyed the bed and the staff were friendly. Please rest assured we will be sharing this feedback with the teams as I'm sure it will serve as an encouragement. We hope will get the chance to welcome you back in our hotel in the not too distant future for another pleasant stay here with us. Kind Regards, Laura .C Guest Relations

Great location and staff

Customer review rating 3.5/5

John C. Couples - 05/07/2021 Confirmed reviews ALL

The Thames Lodge is well located and has very efficient and friendly staff. Unfortunately the hotel is a little let down by appearance, which is a little tired. However, food good, bar comfortable and view from the bar terrace very soothing. Breakfast was excellent as well. We made the most of our stay and enjoyed it

Dear John C., 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 your stay here with us and your overall rating is highly appreciated. It is always a pleasure to receive such positive feedback regards 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 pleased to read you enjoyed the evening meals as well as the breakfast here with us and please rest assured this will be shared with the Head Chef. We were due for a refurbishment this year however, unfortunately this has been further delayed and in the meantime, we do have an ongoing maintenance scheme in place in order to ensure we continue to improve the standard of our products and services. We hope we will get the chance to welcome you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Good stay

Customer review rating 4.0/5

Jo Business - 04/07/2021 Confirmed reviews ALL

The room was lovely and staff were friendly. I felt a little uncomfortable sharing a balcony with the room next door so felt like I couldn’t leave the doors open if I popped to the toilet. I could hear the person upstairs walking around a lot and their floor boards were really squeaky.

Dear Jo L., 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 overall and the rating is highly appreciated. It is always a pleasure to receive such kind 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 the room provided with the shared balcony felt unsafe and we hope this will not deter you from booking another stay here with us in the near future as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relation

We do so love your Hotel

Customer review rating 4.0/5

Tanya Families - 04/07/2021 Confirmed reviews ALL

The staff are always friendly and welcoming. We do love staying at this hotel and hopefully it will be receiving some funds to refurbishment in the near future. The beds were very comfortable and we had a really good sleep Was surprised about the £5 charge for the car park I did book online and thought I was booking a ground floor room with doors out to the Garden. Did end up in a first floor room (with a balcony). Not a huge issued, but I think next time i will call the Hotel to make a booking as i really like the ground floor rooms.

Dear Tanya S., 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 We are pleased to read the staff were friendly and welcoming and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are also pleased to read you found the beds comfortable and had a good night sleep. We do have an external company which looks after our car park in order to control. We are sorry to read the room provided was not on the ground floor as expected and please rest assured we will be updating this on the profile. We look forward to welcoming you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Staines upon Thames

TripAdvisor rating 5.0/5

Dreamer39083422508 Business - 03/04/2021 TripAdvisor review

A great hotel on the river so fantastic sunsets when weather permits. The team present a clean and safe environment with minimal contact throughout. My stay was for permitted business along with all others staying at the time. I did not sample the breakfast, however, it smelt good when `I was leaving. WIll definitely use again in the future. :)

Dear Dreamer39083422508, Thank you for your kind comments and compliments. I am delighted that you enjoyed your stay and the location. We look forward to welcoming you back again soon. Kind regards, Vijay Pampana (General Manager)

Good Hotel

TripAdvisor rating 4.0/5

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)

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