Warm welcome and friendly helpful staff through out our stay.

For breakfast the coffee machine was not operational. Limited. The room was very tired and worn. Some of lights were not working, no other rooms were available

great staff

Couldn't fault the hotel and the staff were helpful and friendly. Breakfast was fabulous too!

On arrival we were greeted with a lovely guy named Steven who was the only positive part of our stay. For context, we travel a lot for work and have stayed in many hotels, including Mercure along with our baby since she was very young. At £160 for one night this was not a cheap hotel stay. We added a cot to our booking for our 13 month old baby which was not made up or in our room on arrival. We were given an extra single bed which remained in our room after the delivery of a very old battered travel cot. Leaving little space. The cot had a base board (wooden slats) but no mattress, no bedding. Just an extra single sheet folded up. If we had known we would have brought our own cot but when you can add it onto your booking and the picture shows a lovely cot with bedding in you assume that will be close to what you get. We consulted the manager who said he could give us some towels folded up to lay under our baby?!? This was utterly disgraceful as I’m sure you wouldn’t suggest this for an extra adult or child guest to sleep on wooden slats and towels?! The manager was beyond useless at helping and told us this was how it should be and how cots are. Seemingly clueless! As it was already early evening and we were unpacked it wasn’t suitable to find another hotel so we made a make shift mattress ourselves using the spare duvet which we both felt uneasy about with it being so soft. We decided to take baby to the pool as it closes by 7pm which we thought rather early for a ‘health centre’ if you can call it that. Told there was baby change in the ladies only and with the mens changing room is downstairs I headed there alone. This wasn’t the case, there was actually a separate family changing room with baby changing table. All of which in a disgusting state. No lockers in this room functioned so I had to drag all my stuff and baby out of one door and through another to the female rooms single handedly. Most lockers were broken and those working had a makeshift lock using a padlock. The pool itself was ok just basic with a jacuzzi. My partner got in the jacuzzi and I sat on the side with baby as no children were allowed in. A member of staff (who had previously been idle sat chatting in reception ) came over and shouted to say no children in the jacuzzi it is extremely dangerous. Our baby was not in the jacuzzi and this member of staff after rudely talking to us then shoved shoe covers to a teenager who was sat on the side whilst her family were swimming. The mother also commented on the staff member’s rudeness. Moving onto the evening meal, we were in the restaurant with one other family and it seemed 5 members of staff all equally incapable. Service was very slow, the food average we were not checked on or offered more drinks. Had to shout across the room for drinks after sitting there a long time with empty glasses. After being given menus for dessert for half an hour (one other table in restaurant) I then went to find 2 members of staff doing nothing by the entrance of the restaurant and said could we order. She slowly came back to the table and took the order. We shortly got the bill to find a 10% service charge is added by default which is laughable! Breakfast service was buffet self service so that made that better than the dinner but they had no milk for the coffee machine so they were out of order basically otherwise the food on offer was good. A final finish to our stay was our tap handle coming off in the shower when we tried to turn it to hot. Had to wait 15 minutes before the water actually got hot for the shower. Fortunately the only saving grace was Steven on reception who was the only person who actually understood our complaints and was a credit to the company offering us a partial refund. He would be better suited as a manager there for sure. This hotel needs knocking down and rebuilding along with a whole new team of staff. All carpets old and coming up, decor very dated, things broken and dirty. Not 4* in a very very long time!