Mercure London Heathrow Hotel

The first room we had was on the ground floor with a broken window (which wouldn't close or lock) - clearly not ideal. So back to reception we went, and we were issued with a new room. The second room was already occupied, judging by the alarmed shouts from the people we woke up (or, I suspect, interrupted mid...erm...business) when we walked in to it. So back to reception we went, and we were issued with another new room. The third room was fine. We arrived at 10:30 pm, left at 7:30 am, didn't use the bar or restaurant, so cannot comment on those. But having seen three rooms within that short space of time, feel qualified to say that whilst on the surface, this seems like a pretty smart hotel, once you're through the lobby area, however, it's tired, dated, and in need of a massive refresh. Decor is dated, sinks were cracked, and everything's a little bit unloved.

Told we had an upgraded room. However it seems reception say this to every guest. ( See Trip Advisor reviews) but was actually dark and dingy. Worse it was above reception and the Sikh wedding party. I complained about the music volume at 10.30, told it would be reduced at 23.00. Did not happen, complained again told it would reduce at 23.30. Did not happen loud drumming continued until 00.20. Reception staff told me nothing could be done. Clearly one group of guests was favoured over those of other guests. Got at most 5 hours sleep before inter continental flight Emailed hotel with my complaint on leaving. 72 hours on still not received even an acknowledgment , but instead a guest satisfaction survey. My advice is not to stay at this Hotel . I certainly will never stay there again.

I booked a large room with a double bed and got assigned a very small with a single bed. The receptionist did not care about it and had a group arriving so I was supposed to move on. The smell in the room… awful. So is the humidity in the room. And do not try to turn on the AC: you won’t be able to breathe anymore… The staff is unfriendly, not willing to help at all. And do not try their “restaurant” except if you’re into very poor service and food.

Stayed for 2nights - 20mins to legoland Windsor. The staff were accommodating and very friendly they switched our room to more spacious family room. The rooms were good would not say amazing beds but ok for few nights- staff gave extra pillows. Breakfast was OK not huge amount of choice for vegetarians but was satisfactory. One thing to be mindful on is parking (owned by parkingeye) I entered the car park not wanting to park so could drop family and luggage off but still received a parking charge notice through the door even though staff said it was OK for me to keep park outside whilst I checked In and took bags and young family up to the room. Will appeal this. Overall it was good for good value.

Basic everything, automated do it yourself approach, worn out, not enough staff. All about making money and zero about offering value and customer service in a way that you feel valued as a customer. Very convenient and for that you get the bare basics for the price of a good hotel elsewhere.