Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,800 reviews

#ALLSAFE Accor

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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 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
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

ALL Rating 3.8/5

3,800 reviews

tripadvisor

TripAdvisor Rating 3.5/5

960 reviews

Good location

Customer review rating 3.8/5

Mickey B. Couples - 18/10/2020 Confirmed reviews ALL

Hotel is in a great location and the lady in description was friendly and welcoming. The barman was attentive. The room was large, clean and comfortable the bathroom was huge but the shower was not very good and barely trickled out. We had a breakfast at the hotel. The food was nice enough but not worth the money in my opinion very small portion. And I understand with covid restrictions are in place. But just bringing out 5 slices of bread at a time for a packed dinning room was a bit of a joke. Better off asking each table how many slices they require and taking what’s needed to each table. The young girl was stressed and not very attentive when asked any question.

Dear Mr b., We at the Mercure Thames Lodge Hotel, appreciate you taking the time to tell us about your stay here with us. We are pleased to read the reception staff were welcoming and friendly. Please rest assured this will be shared with the team as I am sure it will serve as an encouragement. We are sorry to read the dining and breakfast experiences were not as expected. Please allow me to express my sincerest apologies. Please rest assured we have noted your comments regarding the evening meal as well as the breakfast and we will be following these matters with both the Head Chef and the Food and Beverage Manager. I am also sorry to read you have experienced some issues with the shower. We will be following this up with our Maintenance Manager to ensure this will be resolved immediately. Despite your concerns, we hope you will give us the chance to better serve you in the not too distant future. Kind Regards, Laura C. Guest Relations

Not bad

Customer review rating 3.8/5

Macauley H. Couples - 15/10/2020 Confirmed reviews ALL

Location of the hotel was fantastic as we was going to Thorpe park, i upgraded our room to a privilege room and we was put in the farthest room which was incredibly noisy, there was a huge air conditioning unit outside the window of the room which was loud and annoying but also there was train tracks next to our room which again was very very noisy.

Ideal Location

Customer review rating 3.8/5

Dave Couples - 09/10/2020 Confirmed reviews ALL

One night overnight stay to break up a journey. Very welcoming. Well prepared for COVID. Grab and Go breakfast very good. Rooms looking a little tired and need decorating

Noisy

Customer review rating 3.8/5

Gordon Solo - 06/10/2020 Confirmed reviews ALL

The hitel was noisy and I needed to sleep. The sounds of the trains was unavoidable and manageabke but I could have dione without the idiot who belted on my room door (twice) during the night, waking me up.

Dear Mr Gordon N., We appreciate you taking the time to tell us about your stay here with us at the Mercure Thames Lodge Hotel. We are sorry to read your stay here with us was not as expected; please allow us to express our sincerest apologies. We are sorry to read you were unable to get a good night's sleep during your stay here with us due to the unexpected disturbance of knocks on your door. We hope you will give us the opportunity to better serve you in the not too distant future. Kind Regards, Laura C. Guest Relations

good stay

Customer review rating 3.8/5

Shannon Couples - 30/09/2020 Confirmed reviews ALL

Parking was difficult at night as it was full when we was checking in so had to find a road around 15 minute walk away from the hotel, check in was very easy and staff was helpful. Room was nice, clean and modern. Breakfast was 'grab and go' but was plenty of options and breakfast was very nice!

Dear Shannon L., We appreciate you taking the time to tell us about your stay here with us at the Mercure Thames Lodge Hotel. We are pleased to read you have enjoyed your stay here with us and the room was at the expected standard. Your kind comments regarding the staff are greatly appreciated and please rest assured these will be shared with the teams as I am sure it will serve as an encouragement. We are sorry to read you have experienced some issues with the parking. Unfortunately, as our car park has 30 limited spaces, it is therefore on a first come first served basis. We do have an overflow public car park next to our hotel however charges do apply. We are sorry if this was not communicated during the check - in and you were unable to find parking spaces nearby. We do hope we will have the pleasure of welcoming you back in our hotel in the not too distant future. Kind Regards, Laura C. Guest Relations

Guests in public areas without masks, and no enforcement

Customer review rating 3.8/5

Andy B. Couples - 30/09/2020 Confirmed reviews ALL

Ok, other than the half wits not wearing masks in public areas in the hotel, and no staff enforcing it.

Good location, dog friendly

Customer review rating 3.8/5

Tonyc Business - 29/09/2020 Confirmed reviews ALL

Stayed for 3 nights with my dog. Hotel is nicely located on the Thames. Had a ground floor room with French door access to grassy area, ideal for dog, although room perhaps in need of a little care and updating. Good value.

Dear Mr Tony C., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive such positive feedback from our guests. We are extremely pleased to read you have thoroughly enjoyed your stay here with us and to read you were pleased with the room allocated. In regards to the overall hotel condition, momentarily we do have an ongoing maintenance scheme in place which focuses on repainting the bathrooms and the bedrooms. We hope we will get the chance to welcome you back in our hotel in the not too distant future for another enjoyable stay. Kind Regards, Laura C. Guest Relations

Good location great staff.

Customer review rating 3.8/5

Gary Couples - 28/09/2020 Confirmed reviews ALL

Excellent service and location. Friendly staff. Hotel need updating and the TVs are out of date with only a few channels. Not even digital

Dear Gary L., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read that overall you enjoyed your stay here with us and we very much appreciate your kind comments regarding the service provided and the staff. We will be sharing these with all the teams as I am sure it will serve as an encouragement. We have noted your comments regarding the overall condition of the hotel and we are pleased to confirm that whilst our refurbishment programme has been delayed we do do have an ongoing maintenance scheme in place which focuses on the improvement of the bedrooms and bathrooms. Despite your concerns, we do 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

business not quite as usual

Customer review rating 3.8/5

Roy C. Business - 25/09/2020 Confirmed reviews ALL

when asked for clean towels, never got them! very little choice at the Bar, run out of most drinks. have taken money for "a no show from a booking never made by me or confirmed by Accor life booking site, who have not bothered to contact me, so now have gone via my credit card, as they will get my money back. other than that all ok

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)

Closest hotel for our visit

Customer review rating 3.8/5

M L. L. Couples - 24/09/2020 Confirmed reviews ALL

Overall the stay was pleasant enough, the bar meals where adequate given the reduced menu and staff friendly and welcoming given the latest covid19 crisis . The room provided was a little tired but comfortable. The car parking was somewhat difficult not enough spaces. Breakfast was not taken as it was a takeaway not to my liking. I have stayed in many Accor hotels in recent years this one is in need of a makeover and maybe undergoing renovations with the amount of scaffolding riverside. I have an issue with the billing to my credit card which has yet to be resolved

Dear Mr Michael L., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read that overall you enjoyed your previous stay here with us. It is always a great pleasure to receive positive feedback regarding the staff and please rest assured this will be shared with the teams as I am sure it will serve as an encouragement. We are also pleased to read that you enjoyed the evening meal here with us. Due to COVID 19, many of our services are limited until further notice as it is not viable for us to have the Riverside Restaurant open. As a result, we are providing the Grab and Go breakfast option to our guests until further announcements when we can re-open the Riverside Restaurant. In regards to the parking, as we only have 30 limited spaces available, it is therefore on a first come first served basis and we are lucky to have the overflow public car park next to our hotel. We are sorry to read there is an issue with the invoice and please rest assured I will be investigating this further. Despite all of the issues encountered, we hope you will give us the chance to better serve you in the not too distant future. Laura C. Guest Relations

Good location

Customer review rating 3.8/5

S. Couples - 23/09/2020 Confirmed reviews ALL

We had previously stayed at hotel some years ago and feel that standards and decor have slipped I.e paintwork was chipped in hallways and terrace was full of weeds - this area used to be very pleasant to sit in. Bathroom door didn't close properly and we couldn't get tv to work. TV was reported to reception next day.

Dear Brenda S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are sorry to read that on this occasion we did not meet your expectations; please allow me to express our sincerest apologies. In regards to the feedback regarding the overall condition of the hotel, we did have a refurbishment in place however due to COVID-19 this has been postponed. Momentarily, we do have an ongoing maintenance scheme in place which focuses on the re-painting of the bathrooms and bedrooms. We are sorry to read you have encountered some issues with the TV and we do hope the matter has been resolved. Despite all of the issues encountered, we do hope you will give us the chance to better serve you in the not too distant future as it is always a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations

Nice location

Customer review rating 3.8/5

Anonymous Couples - 22/09/2020 Confirmed reviews ALL

We have stayed here before but this time our expereince was not as good. Some understandably becuase of Covid. We weren't allowed in the restaurant and yet others were eating in there. We booked a table by the window in the bar and someone else was sitting there at our alloted time. We paid the normal rate for breakfast and it was awful. There were no free newspapers in the morning and we now had to pay to park in the hotel car park. It is doubtful that we will return

Dear Fiona E., We very much appreciate you taking the time to tell us about your stay here with us at the Mercure Thames Lodge Hotel. We are sorry to read that on this occasion, your stay here with us was not as expected due to the various shortcomings encountered. Please allow us to express our sincerest apologies. We have noted your comments regarding the table booking and this will be followed up with the Food and Beverage Team as this should have been arranged. Unfortunately our car park is now Pay and Display and this is advertised on our websites, we are sorry if this was not reflected in the booking confirmation. We will also be following up the issues mentioned regarding the bathroom with our Maintenance Department in order to ensure the matters will be resolved immediately. Despite your concerns, we do hope you will give us the chance to better serve you in the not too distant future as it is always a great pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations

Great location

Customer review rating 3.8/5

Irene T. Couples - 20/09/2020 Confirmed reviews ALL

We picked the hotel because we needed a place to stay with our 2 dogs. The check in was easy and the staff very polite. We were given a room on the ground floor with doors opening out towards the river which was lovely. The room was nice, very clean and the bed comfortable The grab and go breakfast was great. We would definitely stay here again.

Dear Irene T., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are extremely pleased to read that you have thoroughly enjoyed your stay here with us. We are happy to read that the room was as expected and your kind comments regarding the cleanliness are greatly appreciated. Please rest assured this will be shared with the Housekeeping Department as I am sure it will serve as an encouragement. It is always a pleasure to receive such positive feedback regarding the staff and please rest assured this will also be shared with the teams as our staff members always strive to ensure our guests have a pleasant stay here with us. We look forward to welcoming you back in our hotel hopefully in the not too distant future as it has been a pleasure to have you stay here with us. Kind Regards, Laura Cocue Guest Relations

Stay not brilliant but evening meal good

Customer review rating 3.8/5

Richardh Couples - 18/09/2020 Confirmed reviews ALL

Originally booked into a rather darkened room that did not have a river view (scaffolding and over grown vegetation and on ground floor) - we were shown a better room on 1st floor which was good, comfortable and we were grateful to the lady on the desk. Supper we had in our room and that was nice (restaurant was not open) Breakfast was packaged in bags in take-away form and not such good value as a "cooked breakfast" situation

Dear Mr Richard H., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are sorry to read that on this occasion we failed to meet your expectations; please allow us to express our sincerest apologies. We are pleased to read the Front Office Team were able to assist with providing a new room for your stay. Your feedback will be shared with the team member concerned as I am sure this will serve as an encouragement. Due to COVID-19, our services are limited and our Riverside Restaurant remains closed until further notice. As a result we provide a limited menu for our guests and Grab and Go breakfast option. We are sorry if this was not as expected. Despite your concerns, we do hope you will give us the chance to better serve you in the not too distant future. Kind Regards, Laura C. Guest Relations

Good Location

Customer review rating 3.8/5

Michelle J. Families - 09/09/2020 Confirmed reviews ALL

This was a good location for our stay as we were visiting Thorpe Park. I have stayed at Mecure hotels before which have been lovely. I booked 2 rooms with river view. On arrival we were on the 2nd floor. We had no river view as this was masked by the scaffolding. The corridor smelt musky. The decor in both rooms was appalling rips in wallpaper. Scratches on the furniture. My son had red stuff on the bottom of his bed. These are just a few and I have pictures. The only saving grace was that the bed linen was clean, we had clean towels and the bathrooms were adequate with a good powerful shower. I had pre booked the 2 course meal but was not told that the restaurant was closed and it would be a grab and go breakfast. We managed to get a table on the terrace and the food was good and good value for money. The breakfast although grab and go was plentiful and good quality. My nephew also stayed under a different name. He had a ground floor room with patio doors that had a break in the glass and he did not feel very secure. The receptionist on the Saturday night was very helpful and moved him up to the 2nd floor nearer to us. His room seemed much better decor wise and he had a very good river view. It seemed the end of that hotel had been upgraded decor wise.

Dear Michelle J., 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 that you have enjoyed our location as indeed we are located within short distance from Thorpe Park as well as the main centre. We are sorry to read that the rooms were not as expected; please allow us to express our sincerest apologies. We do have an ongoing maintenance scheme in place which focuses on re-painting the rooms. We are pleased to read that the meals and the Grab and Go breakfast which we are momentarily offering was as expected. Your kind comments regarding the front desk team are greatly appreciated and please rest assured that this will be shred with the team as I am sure it will serve as an encouragement. Despite the issues encountered, we do hope you will give us the chance to better serve you in the near future. Kind Regards, Laura Cocue Reception Team Leader

Good location, peaceful stay.

Customer review rating 3.8/5

L S. Families - 08/09/2020 Confirmed reviews ALL

Over all a comfortable stay, staff very friendly. A little disappointed to find that the Restaurant closed, despite booking and paying for a two course meal in the Restaurant a couple of days prior to my trip. This is very misleading. Paid for Bed and breakfast so a little let down by the breakfast to go, ordered the evening before for collection at reception. Coffee and hot chocolate provided in sachets, which is an issue if you have checked out of your room and have no access a kettle. For the money you pay for the breakfast it was not worthwhile. Think that the hotel should be advising the fact that the Restaurant is closed as this is very misleading, had I have know I may have booked somewhere else.

Dear Mrs Lisa S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read that overall you have enjoyed your stay here with us and your kind comments regarding the staff are greatly appreciated. Please rest assured that these will be shared with the teams as I am sure it will serve as an encouragement. We are sorry to read that your were disappointed with the Grab and Go style breakfast which we offer at the moment and with the restaurant closed. Unfortunately, due to the COVID-19 regulations, it is not viable for us to open our Riverside Restaurant. This is mentioned on our website however, we do apologise if this is not reflected on your reservation confirmation. Despite all of the shortcomings experienced, we do hope we will get the chance to welcome you back in our hotel in the not too distance. Kind Regards, Laura Cocue Reception Team Leader

comfortable stay

Customer review rating 3.8/5

Mr G. Couples - 08/09/2020 Confirmed reviews ALL

car parking an issue , lack of tea and coffee in room

Dear Mr Tyrone G., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to see that you enjoyed your stay here with us . We apologise for the lack of tea and coffee facilities in the room and please rest assured this will be followed up with the Housekeeping Manager to ensure this will not re-occur in the future. In regards to the parking, due to the limited spaces which we have, this is on a first come first served basis and we are fortunate to have the overflow public car park next to our hotel where our guests can park in the case there are no spaces left in our car park. We do hope we will get the chance to welcome you back in our hotel in the near future. Kind reagrds, Laura Cocue Reception Team Leader

Excellent riverside location, lovely room and the service was fantastic throughout!

Customer review rating 3.8/5

Paul Couples - 07/09/2020 Confirmed reviews ALL

Excellent riverside location, lovely room and the service was fantastic throughout!

Ok stay with super staff

Customer review rating 3.8/5

Elizabeth T. Couples - 05/09/2020 Confirmed reviews ALL

We had a lovely room with river view on ground floor. Location is noisy externally due to trainline. Hotel itself was very quiet so much so that bar did not open one evening. The receptionist kindly got us a drink but she was rushed off her feet covering all areas. Decor and furnishings in communal areas is very tired, grab and go breakfast is not worth the money. Restaurant is not open which we knew when we booked but most others in the area are operating with social distancing. Real problem is lack of a lift, not good for less mobile guests. Car park was not a problem but would be if the hotel was busier. We had a voucher which we could only use at this hotel but from experience, the Premier Inn is far more comfortable and better value.

Dear Elizabeth T., We very much appreciate your comments regarding your stay here with us at the Mercure London Staines upon Thames Hotel. We greatly appreciate your kind comments regarding the staff and please rest assured these will be shared with the teams as I am sure it will serve as an encouragement. We are sorry to read that you were disappointed with our Grab and Go breakfast style. In regards to the lack of lifts, we assign less mobile guests in the rooms available of the ground floors as due to the nature of the hotel, we are unable to have lifts. We thank you for sharing your concerns and we do hope we will get the chance to better serve you in the near future. Kind Regards, Laura Cocue Reception Team Leader

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