Mercure Darlington Kings Hotel

Other than a great central location this hotel is really poor. Upkeep of room maintenance needs attention drawers always came out fully so a trip hazard, had to wedge paper to stop them. Cleaner left the paper in there the next day. Breakfast shocking no one looked to ensure glasses /mugs milk were available. One person had orange juice from a mug as no glasses. Food was below average and hot breakfast was dried up it had been there that long. Took an age for tables to be cleared yet had so many staff not sure what they were doing. Room was noisy despite being on 4th floor but they did supply ear plugs in bathroom now I know why!

The room was fine and we had no issues with it, but the service at breakfast, and the overall breakfast experience was appaling. Upon giving our room number, we were told to sit where ever we wanted. We were not informed that we had to order hot food, and there was no hot food menu on our table. No one pointed out where anything was. We had to find out for ourselves. There were no plates by the toaster, and no tongs to put the bread into the toaster. We had to pick it up with our hands. There were plates by the cold meat (which was empty) and cheese, but once they had been taken, guests were putting toast on cereal bowls. We noticed other people with hot food and another guest pointed out that we had to order it. A young man eventually came into the dining room, which was mainly unstaffed, and we ordered a simple hot food breakfast. We waited, and waited and waited. Other guests came in about 30 minutes after us, had their hot food order taken, and were served 15 minutes later. When we raised the issue, we were told there had been a 'mix up' with the orders, then we were told there was 'a problem with the gas'. So which was it? They had no trouble serving other guests with hot food within a reasonable time. Our hot food, which was a basic sausage, egg, bacon and beans finally arrived, 50 minutes after we ordered it. We were not alone. There was another couple who had ordered hot food just after us, and they were still waiting for theirs to be served. Your dining room staff need lessons in waiting and customer service. They gave the impression that they were untrained teenagers doing a Saturday job. Not impressed!

If it wasn’t for a charity event we support, my husband and I wouldn’t have stayed here again, based on the previous years experience. This year was a huge improvement. The food was hot, the service was good and staff courteous and pleasant. The room was nicer and cleaner. The toiletries provided were good (I’d forgotten my shower gel). Last year not one member of staff greeted us with a ‘good morning’, this year everyone did.

The Kings Hotel is a charming place in the heart of Darlington. You can call in for afternoon tea and cakes or something more substantial and reminisce the beauty of the Victorian era. I fell in love with the hotel after spending a couple of days there, the rooms have a lot of character and plenty of history with an elegant ballroom and charming decorations. I was completely spoilt by all the lovely team who were incredibly friendly and very attentive. Delicious food with plenty of choice on the menu. Highly recommend a visit.

Hotel clean and modern. Male receptionist was very welcoming and informative on our arrival