Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,962 reviews

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Mercure London Staines upon Thames Hotel
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+ 15 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

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.

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

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

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

3,962 reviews

TripAdvisor Rating 3.5/5

1,008 reviews

Bad everything..!

Customer review rating 0.5/5

P. W. Couples - 18/09/2021 Confirmed reviews ALL

Confusing hotel frontage, dirty and bad fitting hallway carpets, curry's left on floor outside doors by residents (smelly).. Tv didn't work properly, way to old to be any good. Bed was extremely lumpy, the springs had gone so woken up constantly. Everyone i spoke to in the restaurant said the Breakfast was inedible, even the staff we're embarrassed to be there..!! Your staff were the only good thing about it. Very disappointed with the whole experience..

Not what I had booked

Customer review rating 1.0/5

Paul L. Couples - 15/09/2021 Confirmed reviews ALL

I booked a room at the beginning of August to celebrate mine and my wifes forthcoming birthday. I decided to upgrade to a room with a river view. On arrival our room was facing, not the river but a wall and main road behind that. When I explained to the reception I was told the hotel was fully booked. The reason for this was apparent when we went to breakfast the next morning to find the room full of refugees/families. I had booked the room with the river view a month ago and the Mercure had accepted my booking and money. To say I was not happy is an understatement especially as the weekend was to be a special occasion.

Nice location and stay, good food but hotel rundown and needs a refurb, bathroom not fully clean

Customer review rating 3.5/5

Jaime Families - 13/09/2021 Confirmed reviews ALL

Nice stay, great location, polite staff, overcharged slightly when payment taken, but hotel did spot the mistake and refunded straight back. Lovely food and bar area. Rest of hotel itself very run down and tired looking. In need of a full refurb. room was clean, balcony also tired looking, needs a good clean and lick of paint. Bathroom not the best, limescale on the tap and hadn't been cleaned underneath, covered in toothpaste and also tooth paste splatter on the inside of the bathroom door (more care needed when cleaning (especially in these Covid times!) Also need a better cleaner for the stainless steels areas, all smeared and bathroom bin rusty and fit for the skip. Bedroom itself was clean though, but again needs a refurb. Breakfast ok, staff not very interactive or friendly.

Good stay

Customer review rating 4.0/5

Richard Couples - 13/09/2021 Confirmed reviews ALL

Great location and surprisingly quiet given our room was on bottom floor next to bar and also located by main road but noise was no issue at all.

Leisure trip

TripAdvisor rating 2.0/5

paulsvaughan 12/09/2021 TripAdvisor review

As per previous reviews, the property is dilapidated and in need of total refurbishment. We stayed three nights and our room was never cleaned. We had to ask for clean towels and tea\coffee everyday. The only plus point to our room was the air conditioning. At breakfast the bread was covered in mould, not just a small odd spot but large dark green areas. The bread was removed and replaced after it was pointed out to the staff member. The fruit salad was past it's best and tasted 'zingy'. The staff were friendly but we're dealing with a premises which is not fit for purpose.

not very good

Customer review rating 1.5/5

Anonymous Friends - 08/09/2021 Confirmed reviews ALL

the hotel is in need of redecoration. the first impression when we arrived was of a dirty hotel. Inside the carpets are well worn and stained. The room we were given was dark ,the furniture old and chipped.The balcony was filthy with soil and leaves. We did get a change of room which was slightly better.

Dear Mary D., We at Mercure London Staines appreciate you taking the time to tell us about your stay here with us. We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. In regards to the overall condition of the hotel, we were due for a refurbishment which would have addressed the matters mentioned however, unfortunately as this has been further delayed, we have implemented a maintenance scheme to ensure we continue to improve the standard of our products and services. I'm pleased to read the staff were able to change the room and the second room was in a better condition than the original room. We thank you again for sharing your experience here with 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 location.

Customer review rating 3.5/5

Murali V. Couples - 07/09/2021 Confirmed reviews ALL

Room clean but decor and building old. Excellent location as it is on the bank of Thames River with beautiful scenery. Friendly service. Breakfast good but quality of some of the items like sausage and mushrooms could be improved.

Dear M. Muraleedharan, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to read the room cleanliness was as expected and please rest assured this will be shared with our Head Housekeeper as I'm sure it will serve as an encouragement. We are also pleased to read our staff provided a friendly service and this will be shared with the teams as I'm sure it will serve as an encouragement. We have noted your feedback regarding the breakfast and please rest assured this will be shared with our Head Chef to ensure this will be improved. We thank you again for your feedback and we hope we will get the chance to welcome you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Fabulous location

Customer review rating 5.0/5

Paula Families - 04/09/2021 Confirmed reviews ALL

The staff were very helpful and friendly . We had food and drinks in the bar which was very nice . We would definitely stay again .

Dear Paula, 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 the overall rating is highly appreciated. We greatly appreciate you kind feedback regarding the staff as well as the food from our Riverside Bar and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We look forward to welcoming you back in our hotel for another pleasant stay. Kind Regards, Laura C. Guest Relations

Cannot open the windows

Customer review rating 2.5/5

Claire K. Families - 04/09/2021 Confirmed reviews ALL

Great staff and service, good food but we could not open the windows to our rooms and had to use the aircon so we are now all poorly, not COVID thankfully, in these COVID times all your guests should be able to open windows to let fresh air in and not forced to use the aircon, thanks

Well located, poor service and poor hygiene

Customer review rating 2.0/5

Lynsey F. Families - 01/09/2021 Confirmed reviews ALL

The room we stayed in had a lovely view and balcony. This was unfortunately the positive that we experienced other than a helpful lady on reception. Our room wasn’t cleaned at all during our 4 day stay and we ran out of toiletries, toilet roll and clean towels. This wasn’t addressed after numerous visits to reception and resulted in us having to take toilet roll from the downstairs toilet to use in our room. Our room was not cleaned well before we visited and in covid times this worried us

Dear Paul F., 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. Whilst we are pleased to read the room was as expected due to the lovely view and balcony, we are sorry to read the cleanliness levels of the room was not as expected. Please rest assured the feedback has been addressed with our Housekeeping Department to ensure the correct measures will be implemented. Our Housekeeping team are servicing rooms for stays longer than five nights and on requested. Please accept my sincerest apologies if this was not communicated during the check in. Our Front Office team are available 24/7 to provide any extra products required. 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

Well located

Customer review rating 4.5/5

Trudie Couples - 31/08/2021 Confirmed reviews ALL

Great staff who were all very helpful. Good location next to the River Thames. Nice big room with fridge and a large shower room.

Dear Trudie K., 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 feedback regarding the staff is greatly appreciated. I will be sharing this with the teams as I'm sure it will serve as an encouragement. We look forward to welcoming you back in the not too distant future. Kind Regards, Laura C. Guest Relations

Hotel was nothing like the photos well below standard

Customer review rating 0.5/5

Anonymous Couples - 31/08/2021 Confirmed reviews ALL

Room was a disgrace felt dirty carpet balcony disgrace curtains filthy tap broken and no plug in sink all furniture marked and wallpaper ripped too much to mention

Dear Denise C., 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 condition was not as expected. We were due for a refurbishment this year which would have addressed the issues mentioned in the feedback. Unfortunately, as this has been further delayed, we have momentarily implemented a maintenance scheme to enable to improve the standard of our products and services. Please rest assured we have noted your comments regarding the broken tap as well as the lack of sink plug and these matters have been followed up with our Maintenance Departments to ensure they will be fixed immediately. 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 staff make a stay.

Customer review rating 4.5/5

Anonymous Couples - 30/08/2021 Confirmed reviews ALL

Overnight stay to break up a journey. Hotel is a bit tired but it gets the basics of a warm welcome right. Room overlooking the river with a little balcony was beautiful and bed extremely comfortable. Special mention for Austin the bar manager who gave understated and very professional service.

Dear M. Melissa, 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 are pleased to read you enjoyed the room overlooking the Thames and the positive feedback regarding Austin. Please rest assured we will share this with Austin as I'm sure it will serve as an encouragement. We hope we 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

Stay Elsewhere

Customer review rating 1.0/5

Paul N. Families - 28/08/2021 Confirmed reviews ALL

The room was not clean on arrival with rubbish in the bin, dust on the surfaces, only 1 towel, no milk in the coffee/tea tray and dried blood/sweat on the pillow inside the pillowcase. Additionally, the fridge light was on, but the fridge did not cool. Furthermore, no recognition of my elite status until I asked and no welcome gift or water in the room.

Dear Paul N., 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 cleanliness levels were not as expected during your stay here with us and we have addressed the issues regarding the rubbish bin, the dust, towels and lack of tea and coffee making facilities with our Head Housekeeper to ensure the correct measures will be implements to avoid future occurrences. Furthermore, I'm also sorry to read the Front Office were unable to recognise the elite status and provide welcome drink voucher. Please rest assured this has been followed up with the Front Office team and the correct re-training measures have been implemented. 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

Well located, great staff. I have given a low score due poor facilities and badly in need of refurbishment.

Customer review rating 3.0/5

Wendy Friends - 28/08/2021 Confirmed reviews ALL

We had a lovely stay at this fantastically located hotel. The staff were friendly and helpful. Great breakfast too! However this hotel is very dated and really in need of refurbishment, the outside looks so grim and uninviting.

Dear Natasha D., 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 feedback regarding the staff and the breakfast is greatly appreciated. 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 due for a refurbishment. Unfortunately, as this has been further delayed, we have implemented a maintenance scheme to ensure we continue to improve the standard of our products and the services, Despite the concerns mentioned, we do 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

Excellent accommodation. Perfect location (we arrived by boat and moored up outside). Good value.

Customer review rating 4.5/5

John D. Friends - 27/08/2021 Confirmed reviews ALL

Three of us stayed for the night of my birthday. Lovely, spacious, clean rooms. Especially enjoyed the balcony overlooking the river - very tranquil and quiet. And yet the front of the hotel opened into the busy heart of Staines. Perfect. Staff were very helpful, especially under the unusual circumstances of us arriving by boat.

Dear John D., 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 the overall rating is highly appreciated. We greatly appreciate your feedback regarding the staff and the cleanliness levels with the correct departments as I'm sure this will serve as an encouragement. We are sorry to read the check in experience was not as expected and please rest assured this will be shared with the Front Office team to avoid future occurrences. We hope we will get the chance to welcome you back in our hotel in the not too distant for another pleasant stay as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Guest Relations

Great location

Customer review rating 4.5/5

Ian Couples - 25/08/2021 Confirmed reviews ALL

Lovely views over the Thames, with boat club on opposite bank. Terrace next to bar ideal for meals outside. View from dining room of river

Dear Ian K., 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 are pleased to read you enjoyed our location as well as the meals provided. Please rest assured this will be shared with the Head Chef as I'm sure it will serve as an encouragement. In regards to the breakfast times, we do have different time slots available for our guests with a limited capacity. We have noted your feedback feedback and we will be taking this on-board. Despite the concerns raised, we do 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
Customer review rating 3.0/5

Dawn G. Families - 25/08/2021 Confirmed reviews ALL

Did not get the Room that I booked, was not told parking was to pay until arrived , we had a roof leak in the middle of the night dripping on thd bed sheets I informed reception first thing, we left for thr day, came back, no new room, Room not cleaned, still had damp bedsheets I informed reception no one got back to us, we had to put a towel on thd wet sheets

Dear Dawn G., 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 you have encountered various shortcomings. Please rest assured we have noted the feedback regarding the leak and this has been addressed to our Maintenance Department to ensure the matter will be resolved immediately. We are sorry to read the front office team were unable to move the rooms. Please rest assured this will be investigated with the members of staff and the correct measures will be taken to ensure the same issue will not arise in the near future. 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

Facilities inadequate

Customer review rating 1.5/5

Anonymous Business - 22/08/2021 Confirmed reviews ALL

Pleasant staff. However let down by the following in the room. River view minimal as blocked by trees. Fridge smelled strongly with rust stains along the back so was unusable. No milk pots in rooms on second night as hotel had run out and although offered milk in a cup nowhere to keep it cool or covered overnight . Served wine in a glass with a broken base with a sharp edge.

Dear Mary C., 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 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 sorry to read you have experienced a few issues during your stay here with us. Please rest assured we have noted your feedback regarding the fridge and lack of milk. We have addressed this with our Head Housekeeper to ensure the correct measures and re-training will be conducted as this is not the standard which we strive to achieve. We have noted your comments regarding the broken glass and once again please allow me to express my sincerest apologies for this occurrence. I have addressed my concerns on the matter with the F&B Supervisor which will investigate and communicate this to the team. Once again, please allow me to express my sincerest apologies for the shortcomings encountered during your stay here with us and we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations

Utterly dreadful. Missold hotel. Rip off

Customer review rating 0.5/5

Chris M. Families - 20/08/2021 Confirmed reviews ALL

Booked as a Mecure hotel assumed a certain level of standard. This hotel is an absolute disgrace. The sort of place unfortunate asylum seekers may find themselves forced to endure. Carpets are threadbear, and trip hazards throughout. Creaky floorboards. Bedroom furniture damaged and tatty. Website images nothing like the reality. Poor customer service. Understaffed. Left one day early as couldn’t bear it. Imagine an unfunny Fawlty Towers.

Dear Christopher 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 overall condition of the hotel was not as expected. We were due for a refurbishment this year which would have addressed the issues mentioned in the review and unfortunately this has been further delayed. As a result we have implemented a maintenance scheme to ensure our products and services are maintained. I'm also sorry to read our teams have provided unsatisfactory customer service and please rest assured this will be followed up with the Head of the departments to ensure the correct measures and re-training procedures will be implemented as this is not the standard which we strive to achieve. Once again, please accept my sincerest apologies for the shortcomings experienced here with us and we hope you will continue to use the Mercure brand in the near future. Kind Regards, Laura C. Guest Relations

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