Mercure Shrewsbury Albrighton Hall Hotel & Spa 4 stars

Stayed for a reunion of ex RAF Colleagues we have been there for the past 3 years, the rooms have few plug connections. Top rooms in annex can get too hot, they knew both we were there and wedding yet one or two bar staff only at times. We are booked in again next year let’s hope it gets better.

We went on a Wowcher deal, Bed, breakfast, dinner, spa treatment each and use of spa facilities. Staff in the oak dining room couldn’t do enough to help. The Spa facilities were either not working or FILTHY. The hot tub water was a milky colour, the hot/cold thermal shower smelt like urinals, the bio sauna wasn’t in use. The treatments weren’t great products, rooms, and no explanation of what was about to happen was quite disconcerting. Spa Staff discussions other “difficult” customers made us both self conscious of saying anything. When I checked out the receptionist didn’t ask if we had enjoyed out stay just to pay the tab and bye before then moved onto the next customer in line. There was a wedding on and we were directed to walk through the bar area to the spa when an alternative route was available….. sure the wedding party felt as awkward as we did….. the bedroom was a good size but the wardrobe was off the runner (my husband replaced it on the runner) I booked this in March for May, unfortunately Covid meant the booking was moved to October, I was given contradictory information about booking the spa and if I hadn’t have called number our times we wouldn’t have been able to have the treatments as they were nearly fully booked. The telephone system was working and to talk to someone was impossible, emails went unanswered and I resorted to the contact form online in the end - reply was via email no call….

The hotel was well located and I particularly enjoyed using the pool. Several times I had to search for someone to “man” the bar and the dining room staff were not used efficiently eg waitresses served one or two dishes but failed to clear tables en route to the kitchen. Pleasant room with spacious, comfortable bed.

Details outlined in my complaint, which 1 week later has been ignored. In summary, dated room, broken wardrobe, allergies due to pets, and damp. Poor hot water circulation which poses a potential Legionella risk.

I received no confirmation email of my reservations - I called the hotel twice regarding this - still no confirmation email. Check in was poor. The room was satisfactory, it was very clean. I couldn’t order a Cesar salad as there was no salad apparently. I had a burger which was dreadful, absolutely soaked in fat, I struggled to eat even half of it. Breakfast is a disaster. Ghastly. No croissants, or pain au chocolat. There was no marmalade - I don’t eat cooked breakfast, so can’t comment on that.

Nice room, considerate staff and good food, but poor spa availability.

On arrival we were allocated room 80, Oh Dear... the bathroom looked like a public toilet and there was black mold on the shower door seal and tiles! When we requested to change rooms the receptionist said there was nothing she could do as they were full, and their computer system was down which obviously did not help, I did question her again about the fact she said they were full to capacity, she said they were full but the maintenance man could come and clean the shower. It is not possible to clean away, as the entire shower door needs replacing. As it was a romantic night away my husband and I looked for other hotels as we were not prepared to stay in room 80. Eventually when I asked to speak to management, we waited again and a lady spoke to us and agreed to inspect the room with us, she agreed it was not up to standard and commented how you wouldn't want to touch the shower! After a while of waiting she came back to us with another room, it turned out to be an upgrade and was so much better. The lady that arranged it was Natalie the wedding planner, so thank you for your help, without which you would have had a serious complaint. It is not ideal to place a young couple in a disabled access room with a disgraceful bathroom, ( room 80 in the stable block ) Please refurbish the bathroom for future guests sake. Well done to Natalie for sorting things out, the rest of our stay was enjoyable, but the whole experience before hand was completely unsatisfactory!

We enjoyed our 2 night stay after a false start. The room allocated was tiny and up several stairs - having said when booking that my husband had difficulty walking. Eventually allocated a far better room which was comfortable. Service in the restaurant was ver good.

Room 3 was very small. Wardrobe was very poor quality design and the doors kept coming off. No crisps or nuts behind the Bar and no pastries for breakfast. Had to ask specially for mushrooms.

Reception yet again to long to book in over 20 mins windows dirty everywhere bar and room radiarorsin room not working no hot water sink plug broken and needs a good clean.

From check-in to departure one disappointment after another. On arrival check in staff were overwhelmed with arriving guests and irate customers. Not enough staff to cope with. The cleanliness of the room especially the wash room was questionable. We boiled the kettle numerous times to disinfect the wash room surfaces. The breakfast choices were inadequate and poorly presented. All in all an experience not to be repeated. BTW if the management wishes to see how a proper hotel with facilities are run, then all you have to do is to check out Hawkstone Hall & Gardens, Shrewsbury.

Such a disappointment. Arrived after 2pm key pickup time as arranged (arrived 2.40pm) and had to wait nearly 2 hours for our room; no apology...always told it will just be 15-20 minutes each time we enquired, no offer of complementary drink.. Hotel room shabby, with dirty carpet that was lifting in areas and sheet on bed that was a foot too short, couldn't walk around bedroom without getting black soles of our feet. Despite being well after lifting of lockdown there was no routine room cleaning during a stay, only on request; even when requested, not all usual refresh was done. Asked for maid service and asked that short bedsheet be changed rather than just bed being made....but change of sheet was all that was done.... no cleaning, no replenishment of tea, coffee, toiletries etc. Big play made of Privelege rooms having Nespresso coffee makers, which it did... but only 4 pods to last 2 people 4 days: not replenished when requested. One Reception staff member underwhelming and seemed disinterested. Low sloping ceiling corner down one side of bed with ceiling height at 5 foot directly at side of bed. Bar staff great and attentive, despite them being under-resourced.

I was disappointed that I had booked a junior suite and the welcome package was not in the room upon arrival. The fact that I had booked in advance and they did not contact me to say they had supply issues was very disappointing. When I went to reception they did offer a substitute but I did feel that if I had not questioned this it would not have been addressed. It also meant that by this point the birthday surprise for my daughter had passed. I also feel that what they are advertising on the website for a junior suite is not being delivered.

Lovely hotel and room, our room was a long way from the car park and reception. Because of the distance, I would have expected some help with our luggage. The grounds were delightful but the paving was loose and dangerous in parts, lots of wobbly flag stones and unevenness, trip hazards.i suggest some money is spent on externals.we had dinner at the hotel which was excellent, breakfast was a little disappointing especially if you only wanted a continental style breakfast. Toast was ether brown or white, no croissants or pastries.

We booked the hotel as it was our 40th wedding anniversary, and selected a quiet place out of the town centre. Unfortunately on the Saturday night there was a party going on in the functions room, which was one room and a corridor away from us. The music was very loud and there was a lot of door banging, children screaming and running down the corridor. I reported this to reception and the duty manager although he apologised he did not seem sympathetic. I did ask why the party people could not have been put in the rooms next to the function room, but did not get a proper response. He said the music had been turned down and would be finished in 10 minutes ie 11.45pm whereas it was midnight before it stopped. As I left reception the duty manager said " have a good evening " - it was a bit late for that. At the breakfast next morning there were numerous comments made by other guests about the music and screaming children. Generally we were disappointed with the hotel, from mould on the bathroom ceiling, stained sheets, stewed cups of tea at breakfast, even the paving slabs outside were loose and dangerous with one waitress tripping and spilling her tray of drinks and food. What should have been a lovely weekend away became a very disappointing hotel stay