Mercure London Staines upon Thames Hotel 3 stars

Worst mercure in the country

Straight forward check in. Hotel is very tired. Needs redecoration and new carpets. Room was a good size and clean. Room French doors to a public access area did not close properly and with a broken latch so never actually closed let alone be locked. A strong wind would blow them open.

Awful. Ended up moving rooms 3 times on one night. 1st room: not hot water, literally threadbare upholstery, grubby. 2nd room: Stains on the walls & carpet, no bedside lights. 3rd room: Again - stains on the carpet again, the room was dusty & also had a previous occupant's hairs on the headboard. There was a general feeling of neglect.. Also, I had asked for a quiet room. This room had an adjoining door to the next room & I could hear everything that was going on in there.. Room Service Food: I've been gluten free for over 30 years. Nowadays most places have a range of GF options. All that was available were massively overpriced nachos & cheese. The cheese was cold and set like glue. Nothing on the menu indicated that it was a restricted choice due to covid, so I can only assume that it is usually this poor. I was due to stay for 3 nights but left after one. The manager has since written to me and apologised. He said that renovation work has been delayed due to covid. I do not feel this is a satisfactory reason for the very low standard of cleaning. Plus, if the hotel is not at full occupancy, surely only the less decrepid & dirty rooms should not be hired out? (I'd hate to think that the rooms I saw were among the better ones..). If they are prepared to hire out these rooms, then there should be at least a reasonable standard of cleanliness - especially during covid. In his email the manager offered me loyalty points as compensation. I do not plan to make use of them.

we really enjoyed our stay despite lockdown restrictions and will definitely book again

First room that I had been allocated was on the ground floor, front of the hotel next to a main road and main path, no real privacy from windows. Receptionist was ok and changed my room. This room was fine although clean looked grubby and was freezing. Again reception was helpful and gave me an additional oil radiator. Location wise, really nice, close to river, town etc. Staff were pleasant and this made up the fact the rooms not being great.

Stayed 1 night, had no issue. Staff were friendly and room was good. Excellent shower

The room was clean and comfortable but I stayed on two of the coldest nights of the year to find the heating wasn't working and only a small electric heater to heat a fairly large room.

Stayed in room 68! This room has a constant pump/motor noise that comes on for around 10 seconds every 5 minutes! I’m sure I’m not the only guest to mention it so why put new arrivals in a room that has this issue? Room itself is dated with peeling wallpaper etc. Have to stay in hotels all the time with work. Have driven past this hotel many times but this was the first time staying.... I won’t return

Hello Firstly I just wanted to say the the member of staff on duty was extremely pleasant and very helpful. He was a tall blond haired guy. Sadly however, I did not have a great experience at the hotel. I arrived about 21.45. I was initially allocated room 40 (or 41?). The first thing I noticed was the fact that the room was cold. I turned the radiator on full but after twenty minutes the radiator remained cold and was not working. There were several stains all over the carpets and I also found a small piece of ? croissant on the floor beside the bed. Then I found two long brown hairs in the bed between the duvet and the sheet - I have very short hair so not mine. I spoke to the guy on reception and he was very apologetic and kindly gave me another room and also upgraded me to room 4. Although very grateful for the upgraded room, I have to be honest for the purpose of the review. I discovered other issues with room 4 that I will go into. But as I did not want to complain again and it was getting late (I had to wake up at 6am for work) I did not report them. Firstly, again, there were even more stains on the carpet of room 4 then the previous room the carpet was very dirty looking.. I also found part of an apple core on the floor beside the coffee table / by the window. In addition, I found a single pubic hair in the bath. As I am a nurse (and was staying at the hotel because I was working the weekend at nearby Ashford Hospital), I find this obvious lack of attention to detail when it comes to cleaning quite concerning, particularly during a pandemic. Room 4 was also a bit cold. I know it's winter and I'm Scottish so I'm used to cold weather :) But even though the radiator was working and I turned it up to maximum, 30oC, the room never properly warmed up all evening. It's worth mentioning that I have been staying at The Stanwell Hotel during the pandemic at an NHS discounted rate of £30 per night. However, as they closed I was unable to stay there. Thats's why I booked the Mercure, Staines. Mostly to do with it being close to the hospital and also the cost. With all that said, I want to finish by saying that the bed was very, very comfortable and I had a great sleep. I feel bad that I have had to leave such negative review. After looking on the website I really was hoping to enjoy my stay at your hotel but sadly it didn't work out on this occasion. But once again, very nice staff on duty. Regards, Stephen

Overall, I was looked after and cared for as if by a kind family. I arrived to visit my sons for the holidays but due to the Covid restrictions it was difficult and worrying. However, the staff were very accommodating and went above and beyond to help me stay safely and in some sort of normality. Cleaning of my room was limited due to staffing, but new towels and tea bags, toiletries, rubbish bags, and new cutlery and cups were given daily. Food services, bar, and restaurant access inside hotel was shut due to govt. and yet takeaway breakfast was still provided! It was like staying with a family in a B&B, the hotel staff went above and beyond to overcome these imposed last minute health requirements for Covid. I was worried I would be asked to leave but luckily could remain for the 14 days! It was the best it could have been and am so glad I went for Christmas and chose this location and these staff were working! Happy New Year 2021!

The whole experience was great from booking it on line to checking in , the stat itself and check out. It was easy to find and I was made to feel welcome ! Thank you

I was forced to check out late afternoon, a few hours after arrival, due to the imposition of severe new Covid restrictions. I was assured that I would receive a refund for the breakfast that I would not have. Later this refund was refused and I was also refused a refund for the overnight parking that I did not use. This is particularly disappointing as I provided proof that I had stayed that night in another Accor hotel outside the affected covid area. The inflexibility of management is a shame as I have stayed at this hotel before and the front line staff are always charming and helpful.

Very spacious room very helpful staff

Room dirty and so was bathroom The amount I paid I expected better, would of been better off going to premier inn

Very comfortable, staff very friendly and helpful