Mercure Cardiff Holland House Hotel & Spa 4 stars

I am a platinum card holder and I am very proud of staying in your Ibis in Elstree & Borehamwood with an incredible team who go out of there way every day to ensure you are safe and welcome. My father in law died in an accident and my husband had to stay in Cardiff to attend his funeral last Thursday. I wrote on the special instructions that this was a funeral. On arrival the un-attentive reception male was curt, uncaring and would not allow my husband to check-in without written proof of a funeral taking place. Nothing on your website said you needed this and I had no call to say we needed to bring documentation (although I had told you). We had to get the funeral directors to gain permission to send a letter. Room was 2 beds put together, lifts did not work and breakfast was fit for a child. Whilst these times are difficult, I do not understand after years of coming here that you have let your guard down and allowed complacency to creep in just as guests need your hospitality.

Ok this is a pandemic and I didn't;t expect much, but this hotel is tired and uncomfortable. It's badly in need to care and attention. The standard for a Mercure is very very poor. I had no information in my room, no menu, I wasn't offered a menu at checkin and nothing was explained, so had no idea there was food available. The room was dusty and the bed is obviously very old. Lumpy and uncomfortable. I won't be going back there. Not a good experience. However the location is good.

My room was so cold I had to sleep in a jumper the first night. Mentioned it in the morning at reception. Nothing done about it for second night - no additional blanket, heater etc. Breakfast was so small Room very tired and basic No water in the room very limited drink selection (Magners was all there was) I get Covid has put restrictions on certain things, like no cleaning rooms etc but it was not a great experience.

Easy check in , Covid secure, friendly. All you want in a hotel

The stay itself was fine. The check in process not great. The same guys has checked me in 2 times out of the 4 I’ve stayed there and is just rude.

Fantastic. Highly recommend. Thank you!

I have stayed at this hotel many times and generally it's always been a pleasant stay. However this time wasn't the case.The heating wasn't working in my room.I was offered another room or a heater.I opted for heater but that wasn't much better.I ended up being sick after my stay. I'm due to be staying again soon I just hope I don't have a similar experience.

I booked the hotel as I don't drive and use Public Transport. after leaving work at 16:15 and by 18:00 I was stuck half way between home and work as lots of flooded roads to my home town I booked the hotel and meal for the night as it looked unlikely I would get home - the next day I heard a few people from my home town state it took them four hours in a car to get home so what luck I would've had on foot is something I can't begin to comprehend. Anyway when I reached the hotel I was quizzed on being a "key worker". I am and have a letter to support this but this was in my house as since returning to my office in June I have not had to present the letter once. I can only assume common sense is applied by others. I had to search through emails to find reference to me being a key worker which was eventually accepted. Also you allowed me to book a meal but no such service was available when I got to the hotel. Considering the Tier 4 restrictions in Wales applied from the weekend BEFORE my stay, you should've been in position to amend YOUR website to allow only key workers to book and not allow food ordering if the service is not available. There is simply no excuse for allowing people to book only to then try and stop them staying. That being said, the room was very nice. I will also need a refund ASAP for the meal booked online but never had - please contact me on th…

The staff are too rude

Extremely happy with the cleanliness of the rooms & Christmas lunch was excellent.

Lovely hotel in a great location, however there were hairs in the bath upon arrival a tonne of dust on the fridge, very small menu to choose from, not overly satisfied

We stayed for 4 nights for husbands 50th birthday however we did not enjoy our stay due to a few things the main reason the pool had a fault with it making it ice cold and unable to use for 3 of the days we where there then when we left I had to argue with receptionist as they tried to charge me the full cost of stay again after I had paid in full on arrival very embarrassing got to the point I had to log into online banking at the desk to prove payment I am also still waiting for my email receipt overall we left quite upset and disappointed

Room was lovely and bed was very comfortable. Great bathroom too. It was a shame we were disturbed all night (until about 4am) by noisy neighbours laughing, playing music and knocking on doors, which really ruined my stay as it isn’t a students hall.

We have stayed a few times and love the hotel location as it is right by the shops and the rooms are clean and have all you need.

Staff were very friendly quick check in and all done