Hi, I have already sent a separate complaint that I was notified would be sent to you to respond. The fact that I am briefly duplicating that email is indicative of the IT chaos that appears to reign at Mercury. In essence, it took me half an hour to book in on the day as the guaranteed booking email I had seemed to be totally at odds with your system. The staff were apologetic but still kept seeking to charge me substantially more than my booking price on the day until a more senior receptionist finally accepted the details in my booking reference. I also had to revisit reception again the same evening to insist on the extra bed which was clearly noted on my booking but was not recorded on the system and for which it was sought further payment. As a greeting experience it was humiliating for my family to have to wait that time in the lobby after a long journey from Bristol, and hardly made us feel like valued clients. The hotel itself was otherwise to our satisfaction Regards

Very friendly staff, clean and quiet hotel, great facilities

Altho the hotel was a fab location little things left a lot to be desired such as poor tiling in bathroom lights not working in bedroom and bathroom missing draw in bedroom and unsavory balcony that was in desperate need of a paint and general fixing

Excellent hotel, y decor in the room, quite comfortable bed, balcony was a nice touch! Location super easy to get to Excellent customer service Could do with more powerful showers but otherwise couldn’t fault it

With my 3 kids over new year, we needed support twice from the hotel team. First up we had noisy neighbours in a large group at a function, new room provided for sleepy kids. And even better on the final morning, a sudden injury to dad meant that the kids enjoyed a rota of helpers to get through breakfast and load the car. Perfect!