Mercure Sheffield St Paul's Hotel & Spa 4 stars

Spa Package - no bathrobes or slippers in the room so had to collect from the front desk as no staff available to bring them to the room. No Spa gift in the room - so I had to chase that too with the Spa staff as the friendly reception staff failed to inform them......we also wanted extra coffee pods and again I had to ask twice. I do think they are short staffed with some new untrained staff and one in particular rude restaurant manager. Dinner included in the price but now only for two courses where previously it was 3 courses. Breakfast is amazing. Rooms lovely - Spa lovely - Spa staff lovely

I am really unhappy that there a £100 showing on my credit card, even just now when I checked after booking As part of online checkin this was not made clear it would appear on my account. I’m going to go to Premier Inn in future as they do not do this. It’s a shame because it’s a nice hotel.

We stayed with you at The Mecure St Pauls in Sheffield, from 15/9/21 - 18/9/21 and have the following disappointments to share with you: We were unable to get close to the hotel - bollards blocked the entrance, for no good reason, leaving us with a challenging walk to access the reception and we are both in our 70s We had requested a twin bedded room on reservation and on check in this was confirmed. We were given a king size bed and told that no housekeeping staff were available to allow us to move rooms or alter the set -up until the following day - we agreed to stay in that room for one night. [room 404] We were offered complimentary drinks by way of an apology - we were given sparkling/still water which should have been available anyway, two bottles of coke [who in their 70s drinks that?] and lemonade - very poor We were told that room service was not available so if we needed clean towels etc, we must ring reception. We remained in the room and found the bed comfortable enough so suggested it was left as a king size bed. We twice asked for clean towels, the bins to be emptied and toilet roll on 17/9/21 - by 6.45pm none of these items had arrived and we still had full bins in our room - after I had rung for a third time and clearly been unhappy, a lady arrived with towels and bin bags for us to empty our won bins - we left the full bins and dirty towels outside our door - they were removed - this was not the fault of the housekeeping lady -the messages were not getting through - very poor. TV choice in the room was abysmal - not even basic Freeview or film option. The main lifts did not work for two days, leaving us with lengthy walks from the Spa lift, along corridors and passageways. Most if not all hand sanitizers ,were empty on the corridors Breakfast was very poor. Poorly organised, abrupt staff who were very clearly not receiving any worthwhile training, dried up eggs, poor coffee and messy tables. This is not the fault of the staff but is the fault of management We went for a drink on the terrace and found every table dirty, not cleared of glasses etc or full ashtrays and when we tried to go back in , we found ourselves locked out and had to attract staff attention to re enter the building Staff generally were indifferent but there were some who were trying their best and were exhausted. Check in staff were excellent and we were given help up to the room with our bags. We realise covid has made finding staff difficult but we recently stayed at a Best Western and found no comparison between the two venues with the Mecure being a very poor quality second. We have another visit to you booked for 9-12 December 2021 [booking .com reservation 39…] which we are considering wether to keep or not. In any event, the whole experience was hugely disappointing and we feel entitled to some form of compensation, such as a refund of the cost of one night

I booked a Spa Package for me and my son. The scalp and shoulder massage was booked for 6pm on the day of our arrival. When we turned up for the treatment we were told the treatment time was 5.45 so we were late. I had an email that clearly stated 6pm. The therapist said she could do 15 mins of the treatment but couldn't do my son as he wasn't 14. No mention of this when booking and paying. I ended up with no treatment. Then we went for our 3 course meal, to then be charged for dessert. When I raised it, the staff said they don't have 3 course packages. I had to again find my booking email to provide evidence. I shouldn't have had to do this in the middle of a busy restaurant. My son and I were really looking forward to our little treat night, but it was a disaster.

Our room was not ready on arrival, reception unable to make contact with housekeeping. We waited 35 mins for the room. Large queues in reception other guests told the same and very unhappy. When finally got to the room the corridor and stairways were covered in plates of food everywhere and stank. We went out and came back and the same food was left through the stairwell almost 4 hours later, it was disgusting. Not the standard expected. Couldn't get down corridor to our room as male pushing food trolley knocking on door delivering food to we were guessing immigrants in temporary stay. Felt sorry for families expecting a high quality stay. We won't stay at this hotel again. Appalling.

Two nights on business. When arrived on first day noticed dirty plates all over the floor I was staying in, including the link between the corridor and the main stairs (full plate of curry with rice!). Left for work the next day at 9am and it was still there… got back from work at 5pm and still there! Disgusting! Also ordered missing items at reception (because the three attempts to call from the suite were unanswered) when I left for work and on my return were not done (fresh towels and tissues which were missing).

Extremely disappointing the concierge service has been removed

On booking, the website says if you prepay you can pick up your room key faster. That is a lie. You have to queue with the same people who have not prepaid. The receptionist admitted the system does not exist. Neither was there a fast check in, either for those who prepaid or for the hotel Club members. Just a very, very slow queue. It took nearly half an hour. Going up to the room, half the lifts were out of service, which doesn't help social distancing. The room however was clean, bright and spacious, with a good sized bathroom, but no mini bar, no coffee machine (just a kettle and coffee granules). Very comfortable once you have managed to get past reception. Went back down to the bar, understaffed by management cuts, so there is no longer table service, no Bombay Sapphire (supply shortages were claimed, although Tesco's in town had a shelf full), gin and tonic came without lime or lemon, and no, there are no crisps or peanuts to go with it. This is below the standard of your average pub, let alone the "cocktail bar" of an hotel claiming to be four star ! All the above said, the staff were unfailingly charming and apologetic for the downgraded systems the management have introduced.

Food left in the bathroom sink plughole,lift in lobby not working( been same for months and months),bar closed at 10:30pm with residents still asking for a drink,TV remote back cover missing,not one sink in the lobby toilets had both taps working(some were even loose)… this is supposed to be a 5 star hotel but right now it’s 3 star!!

Great staff, nice room, stayed 10 days there and got a lot of exercise climbing up to the 5th floor due to both lobby elevators being broken and tooo many people trying to use the one and only service elevator. Disappointed with SPA exercise equipment as 3 out of 4 treadmills were broken and the one that did work was in bad shape. Other than that I was happy and be back in December.

Wasn’t impressed with the spa. Was suppose to be a relaxing experience it was busy no room in the relaxation room we was robbed of the time. We had a 25 min treatment each my partner had maximum 10 min in the treatment due to thier mix up. The room was ok n clean the tv remote didn’t work kettle was covered in limescale the fire alarm kept ringing and we had to mess about with finding robes that wa included in our stay as they wasn’t places in our rooms. A relaxing stay ended up been really stressful. We was wrongly advices on the phone about parking and the check in took around 30 mins due to new staff

Perfect. Faultless. Thank you!

all lifts out of order, only 1 pillow in room, no robes in room, no mirror on desk to do make up, fridge in room broken.

All the staff went out of their way to be helpful. Everything was as advertised and the hotel was clean and efficient. The location was excellent or central Sheffield especially the register office! Pretty decent breakfast. The decor and furnishings was getting a little tired but that was a minor concern.

The perfect solution for my stay. Great location; helpful staff and an “inclusive” package that was great value.