Mercure Letchworth Hall Hotel 4 stars

I am a Gold member and the hotel is four star. There were no porters to take our luggage to our room and the lift was not working. Inside the room the toilet would not flush and the TV failed to work plus the telephone was not working. A maintenance person was called and advised reception we be moved to another room. We had to take our luggae to the new room. There was one teabag in the new room for two people, no milk and no cups. We complained and had a lengthy chat with durty manager Mrs Loren McLean who promised to compensate us for the problems we had endured "within hours." She stated it was in her competence to provide compensation but we still have not received any suggestions to consider ? We are still awaiting compensation

On arrival at 9pm on 15th July I was told the room was not ready. There were others in reception complaining about rooms not being ready e.g. missing bedding. It was suggested I take a drink in the bar to wait 20minutes for the room to be prepared. After almost an hour I was told the room was ready, but quite frankly it wasn’t. It was very poorly prepared. Bed not really properly made up and bathroom devoid of towels, they were actually on a seat in the room. Day 2, got back to the hotel to find key didn’t work, went to reception where it seemed the fact I booked for 3. Nights was not on the system. Room was how I left it, no maid service. Day 3, returned to my room, no maid service, hot night so turned on a/c was woken up to noise of dripping water. It was dripping from the a/c onto the table where my electronic devices were charging. Switched LG the a/c dried the table and put a cup under the drip. By morning the cup was overflowing. On a positive note the chap behind the reception could. It have been more helpful, the problem was though there seemed to be no staff to do the things clearly needing to be done.

Extremely disappointed

We stayed overnight on Friday 16th July to make some final arrangements for an upcoming stay on Friday July 30th - the day before our son's wedding in a different local venue. We have roughly 25 friends joining us at your hotel on July 30th and want to make it a special experience. It has proved impossible to make any sort of arrangements by telephone in recent weeks - calls have not been answered or returned. We understand how difficult it has been for you, but more effort could have been made. Our stay in the hotel was very disappointing. The room (a superior king) was very tired looking and the bathroom tiles and ceiling were covered in black mould. We only had one bath towel and no hair drier. The bar/restaurant choices were very limited and the staff seemed ill-prepared to answer questions. We spoke to one of the managers about booking a meal for our 25 friends at the end of July to be told the restaurant still wouldn't be open and our options were the same disappointing bar menu as we just had or an uninspiring and expensive private dining option. We have decided to eat elsewhere that night, so you have lost a good deal of business as a result. I am very worried that we are bringing our fiends to a supposedly 4 star hotel and if it as disappointing as it was last weekend, it will spoil our wedding weekend. I really hope you can tidy the rooms up and improve the catering in the next couple of weeks

stay at this hotel regularly due to work, staff always friendly and helpful , rooms always clean

My room was lovely and comfy. Slight issue with a failed PAT tested kettle that took 2 hours to replace by reception. The hotel is very tired and old and needs a good clean in communal areas and in the garden. Needs a few homely touches and a bit more order.

I have stayed here four time so far, and the staff have been excellent. one major complaint was the water damage to corridor walls an ceiling outside my room, Not a very good advert for the hotel. you do seem under staffed , the TVs in rooms I have stayed are poor very limited freeview Wifi service so only 6 or say channels to chose from.

Such a shame that a hotel with so much potential failed on so many levels. The staff that were there were very polite and as helpful as they could be but 2 of the 3 rooms were unclean when we arrived, this was not known by reception staff and we were given keys to dirty rooms with rubbish and dirty unmade beds obviously from previous occupants. The third room was clean but without towels and when towels were requested we were told there weren't any available and only a robe and hand towel was available for a family of four. One of the rooms another member of our party was given (the first being unclean) had extremely noisy generators. Overall if it wasn't that we were staying for a special occasion we would have left.

Very helpful front desk. Very reasonable price. Generally very happy with our stay.

Lack of staff, over priced, run down, chaotic and poor service. A shadow of how it was a few years back.

The only downside was that it was our anniversary and a special evening on Saturday 3rd July and the restaurant was booked. We had dressed up and were told we had to have a bar meal in the bar. VERY disappointed as my partner & I have eaten in your Restaurant before and was very special. We took my mum and dad because of this experience which we couldn't have.

On arrival room wasn't ready after Travelling 5 hours, arrived after check-in time. Run out of cups and milk on check-in was told we would have them later still waiting. Lift to room wasn't working We was on the top floor so my disabled husband had to keep walking up and down 3 flights of stairs to get to our room. No sanitizer told reception still empty when we left. Rooms was very poor need a complete up date and a good clean.

My bed was stained mattress left open to show the cleans was not change no coffees in the room and breakfast cold at 7 o’clock in the morning 6 coffee pots cold coffee and cold toast. I only drink coffee and toast and paid for bed and breakfast.

Very out dated, dirty shower curtains, old flat carpet that isn't nice to walk on when you've forgotten your socks! I paid for a king size and ended up with two singles zipped together so I slept on a dip. View should have been of the grounds but was in fact the car park. Room was next to a main door which wasn't silenced

This was our first stay anywhere since the lockdown. We stayed for one night. The hotel's covid precautions were good and well thought out. Our stay got off to a good start with an upgrade to an enormous room with plenty of space. There was no restaurant that night in the hotel but the local village, which is a ten minute stroll away, has two good pub/restaurants who do Sunday lunch. My only complaint is that the hotel is still charging full price for breakfast which in my case was a lukewarm bacon roll. I would go back, hopefully in more normal times.