Mercure London Staines upon Thames Hotel

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Mercure London Staines upon Thames Hotel 3 stars

Customer review rating (ALL Rating) 3.4/5 274 reviews

ALLSAFE approved hotel

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Description

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

Hotel location

Mercure London Staines upon Thames Hotel

Thames Street
TW18 4SJ STAINES
United Kingdom

Telephone +44 1784 334800

Fax +44 1784 454858

Contact email

  • 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

Check-in from - Check out up to

In summary
On site
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

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.

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 guest reviews

Our guest reviews for
Mercure London Staines upon Thames Hotel

100% genuine reviews from our guests

Find out more

ALL Rating  3.4/5  274 reviews

TripAdvisor Rating  3.5/5  1,028 reviews

Good, central location

Customer review rating 5.0/5

B. Couples - Confirmed reviews ALL

Friendly efficient staff. Lovely room overlooking the river.

Dear Malcolm 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 enjoyed your stay here with us and the overall rating is highly appreciated. We look forward to welcome you back in the not too distant future for another pleasant stay here with us. Kind Regards, Laura C. Guest Relations

Not well maintained hotel

Customer review rating 1.5/5

Nn Business - Confirmed reviews ALL

The corridors were dirty and in not good condition. Not a good atmosphere

Dear Randi 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 the condition of the hotel was not as expected; we are pleased to confirm we have been earmarked for a refurbishment and our Maintenance department are working on replacing the carpets in the public areas as well as re-painting. We are sorry to read the check in experience was disappointing and please rest assured this will be followed up with the front office team as this is not the standard which we strive to achieve. Despite the concerns raised, we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations

Terrible hotel

Customer review rating 0.5/5

Kim Business - Confirmed reviews ALL

Extremely old and dirty. Carpets, couches, walls. Its utterly unacceptable. Never again!

Dear Emre 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 condition of the hotel was not as expected; we have been earmarked for a refurbishment and in the meantime our Maintenance team are focusing on replacing the carpets as well as re-painting the public areas. We are sorry to read the room was on a high floor as we do not have a lift nor are we advertised to have a lift. I'm sorry if there was no staff to assist with the luggage and please rest assured the matter will be looked into to avoid future occurence. 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

Good Stay

Customer review rating 5.0/5

Ian S. Business - Confirmed reviews ALL

Excellent Stay

Dear Ian 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 your stay here with us and we have made a note on your profile with all the preferred rooms for all future stays here with us. We look forward to welcome you back next week for another pleasant stay here with us. Kind Regards, Laura C. Guest Relations

Enjoyed stay

Customer review rating 4.0/5

Martin M. Couples - Confirmed reviews ALL

Impressed with cleanliness of room each day. Disappointed with lack of hangers and so little draw space. View was good overlooking the river, and staff were helpful and friendly. Overall we enjoyed our experience.

Dear Martin 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 we are pleased to read the cleanliness was as expected and the staff were helpful and friendly. Please rest assured this will be shared with all the teams as I'm sure it will serve as an encouragement. We have noted your feedback regarding the hangers and please rest assured I will check this with our Head Housekeeper. We hope we will get the chance to welcome you back for another pleasant stay in the not too distant future. Kind Regards, Laura C. Guest Relations

lovely room and great location

Customer review rating 5.0/5

Sarah S. Couples - Confirmed reviews ALL

Stayed one night and thought the value for money was excellent the room was lovely and located on the ground floor with a door leading outside by the river which was a fantastic surprise

Dear Jamie 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 kind feedback is greatly appreciated. We look forward to welcome you back in the not too distant future for another pleasant stay here with us. Kind Regards, Laura C. Guest Relations

Customer review rating 1.5/5

Julie A. T. Business - Confirmed reviews ALL

Paid a premium for the room and it was an Attic room. The bath shower didn't work so I actually couldn't even shower.

Dear Julie Ann t., 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 was not as expected and to see you have encountered some issues with the shower. Please rest assured the matter has been followed up with our Maintenance department and we are pleased to confirm the matter as been resolved. Our reception desk is open 24/7 and there is always a member of staff available to assist with any matters. Despite the concerns raised, we do hope you will give us the chance to better serve in the near future. Kind Regards, Laura C. Guest Relations

Dog friendly

Customer review rating 2.5/5

Ivan Solo - Confirmed reviews ALL

Your receptionist was excellent, kind and helpful. The inside of the kettle in the bedroom was very dirty and therefore unusable. No bacon or sausages out on the breakfast buffet , they had to be asked for.

Dear Ivan U., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read the reception staff was helpful and kind and please rest assured this will be shared with the appropriate team member as I'm sure it will serve as an encouragement. We are sorry to read you have experienced a few shortcomings during your stay here with us with the kettle and with the bathroom door. Please rest assured the matters have been raised with the correct departments and I'm pleased to confirm they have been resolved. Despite the concerns raised, we do hope you will give us the chance to better serve in the near future. Kind Regards, Laura C. Guest Relations

Basic

Customer review rating 3.0/5

Anonymous Couples - Confirmed reviews ALL

Room was basic but had what we required for one night. Bed was comfortable, room was clean enough but a bit worn (cracked soap dish). Hallways were very shabby, carpet desperately needs replacing.

Dear Annie 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 pleased to read the cleanliness levels were as expected and the bed was comfortable, however I'm sorry to read the overall condition of the hotel was not as expected. We have been shortlisted for a refurbishment in the near future and in the meantime we have implemented a maintenance scheme to ensure we continue to improve the standard and quality of our products. Despite the concerns raised, we hope we will get the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

good location, excellent staff, but somewhat tired property

Customer review rating 3.5/5

Andrew Solo - Confirmed reviews ALL

Friendly and very helpful staff, but the hotel itself is tired and wear-worn

Dear Andrew 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 the overall rating is highly appreciated. Your feedback regarding the staff is greatly appreciated 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 WI-FI during your stay here with us and the staff were not available to assist. Please rest assured the matter will be looked into. Despite the concerns raised, we hope we will get the chance to welcome you back in the near future. Kind Regards, Laura C. Guest Relations

Ideal stay when your flight is cancelled

Customer review rating 4.0/5

Joel H. Couples - Confirmed reviews ALL

Our flight was cancelled and wanted to stay somewhere close to the airport with surrounding amenities such as shops, restaurants and a cinema. The hotel was on the water which made the stay extra nice. The breakfast was nice and the hotel bar was as well. The room was comfy and met our needs. A taxi is the best way between the hotel and airport. The staff were very very nice.

Dear Joel 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 the overall rating is highly appreciated. We greatly appreciated your feedback regarding the staff as well as the breakfast and please rest assured this will be shared with the appropriate teams as I'm sure it will serve as an encouragement. We hope we will get the chance to welcome you back in the not too distant future for another pleasant stay. Kind Regards, Laura C. Guest Relations

Old hotel

Customer review rating 1.0/5

Orsolya Business - Confirmed reviews ALL

I stayed only for one night due to business, but the hotel is definitely not for such a stay. The building is extremely old and shabby, all furniture, windows, doors, etc. are worn. There was extremely cold in the bathroom (under 20 degrees) and I couldn't heat it up. There was an annoying noise due to the boiler, coming from outside, and that was disturbing. The breakfast was very poor and the quality was much more below what a hotel with 3 stars supposed to provide. I don't recommend this hotel.

Customer review rating 2.5/5

Suzi D. Business - Confirmed reviews ALL

Very odd that no mention was made that the hotel was currently being used as a Home Office location for refugees . I have no issue with this per se but was slightly disconcerted by the 'security minders' posted in corridors and felt this should have been mentioned on check in. Room itself was adequate although the interior of the mini fridge looked grubby or mouldy at the back. Overall the communal areas look tatty and dated and need a make over or least a refresh. The location of the hotel is very good and the rooms at the back have beautiful river views which helps to compensate for the otherwise disappointing experience

Nice location

Customer review rating 4.0/5

Suze Solo - Confirmed reviews ALL

Overall a nice hotel could do with a paint job outside looks a bit weathered breakfast was ok a bit disappointing no bacon no sausages

Dear Susan S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel and thank you for the overall rating. We are sorry to read the breakfast was disappointing due to the lack of bacon and sausages and please rest assured the matter has been addressed to our Food and Beverage team as these should always be available for our guests. We do have QR codes with the menu in our Riverside bar as well as in the welcome pack in the room, printed copies are also available. We are sorry if the teams did not explain this during the check in and please rest assured we will be investigating this with our Front Office team. We hope we will get the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Good Stay

Customer review rating 4.0/5

Ian Business - Confirmed reviews ALL

Well located and a good stay, room 86 was nice! Hope I can get room 86 in future

Dear Ian S., 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. We have noted your request regarding room 86 and this has been updated on the future bookings. We look forward to welcome you back for another pleasant stay. Kind Regards, Laura C. Guest Relations

OK

Customer review rating 3.0/5

Martin Couples - Confirmed reviews ALL

The room was very good and large the room needed painting as well the replacing the bathroom, and that's the same with hotel it self should ve painted again or cleaned up again but the stay was OK

Dear Martin P., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. We are pleased to read the room was large and very good. In regards to the overall condition of the hotel, we do have a maintenance programme in scheme which will address the points highlighted in the review such as the overall appearance of our public areas as well as the re-painting of the bedrooms. Once again, thank you for sharing your experience here us and we hope we will get the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Good all round

Customer review rating 5.0/5

Godwin O. Couples - Confirmed reviews ALL

Staff and room was excellent no complaints

Dear Godwin o., 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. We hope we will get the chance to welcome you back in the near future. Kind Regards, Laura C. Guest Relations

Brief overnight stay

Customer review rating 2.5/5

Anonymous Couples - Confirmed reviews ALL

Mixed experience. Comfy bed. No hot water nor even in adjacent room so boiling kettle to wash. Not ideal. Receptionist did her best opening up adjacent room without success and giving discount. Charging £5 for parking is a bit steep.

Dear Gordon 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. We are sorry to read there was no hot water during your stay here with us. We are pleased to confirm the issue has been resolved. I'm pleased to read the front office team on duty assisted and offered a discount. In regards to the parking charges, as this is controlled by an external company we have no control in the prices arranged. Despite the concerns raised, we do hope you will give us the chance to better serve in the near future. Kind Regards, Laura C. Guest Relations

An uncomfortable stay

TripAdvisor rating 3.0/5

Ray F TripAdvisor review

We booked this stay in order to visit close family in Laleham. We booked one dinner with wine prior to the stay and received a call from Ana who advised that we would have to eat in the bar as their was an event on at the weekend which meant the restaurant was unavailable. On arrival we were advised that breakfast would be taken in the restaurant. At this stage we noticed a couple of guys dressed very smartly who obviously were performing a role at the hotel.On walking through to the bar and restaurant we were asked where we were going. It became apparent the guys were carrying out security work for a large number of refugees, mainly women and children who were staying at the hotel. We were unable to eat in the bar later as it was very small and full of men who seem connected in some way to the refugees. We found the whole experience very intimidating. The next morning we took breakfast in the restaurant and fount it a bit of a scrum, very uncomfortable, each table laden with food , lots of which was left uneaten.. At this stage we advised Reception we would be checking out. The response from Ana was that we had booked a non refundable rate and therefore she would speak to the General Manager on the following Monday( this was Saturday AM). This gave us little alternative to actually spending the remainder of the break at the hotel. We advised that we would stay under those conditions but requested that breakfasts costs were taken off the bill. Again this was refused as we had booked a B&B rate. In general the condition of the hotel was barely acceptable. We could go into further detail if necessary. What we were disappointed with was the lack of information from the hotel when we booked. I firmly believe the hotel should be closed to the general public and set aside for the refugees, it was not a small number by the way.

Dear Ray F, Thank you for your review. I am sorry to read that you had a disappointing stay recently due to the guests we had in house at the time that made you uncomfortable and intimidating. Whilst our restaurant remain closed for short period, we offer guests alternative such as room service or food served in the bar. In addition to this, we also offered all our guests who booked a dinner inclusive package the option to refund the dinner cost that they prepaid should they wish not to dine in. I am sorry if this was not explained to you at check in. I also noted your comment about your disappointment at breakfast and i am sorry that front desk team failed to take appropriate action immediately when you brought this to their attention. I sincerely hope this will not deter you for staying with us and you will give us the opportunity to better serve you in the future. Kind regards, Vijay Pampana (General Manager)

A wild goose chase trying to find it!

TripAdvisor rating 2.0/5

R105 L TripAdvisor review

It's not actually called the "Mercure London Staines-upon-Thames Hotel" if that is what you were expecting to look for. When you eventually manage to find the hotel, you discover it's named "The Thames Lodge". Very helpfully, none of the signs outside are illuminated in any case, so be prepared to waste a lot of time trying to find the place in the dark.

Dear R105 L, Thank you for taking the time to write a review following your recent stay with us. I am sorry that you had difficulty finding the hotel. I have shared your comments with head office to consider more signage and lighting when they start refurbishing the hotel, which we hope it will happen sooner than later. Kind regards, Vijay Pampana General Manager

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