Mercure Dartford Brands Hatch Hotel & Spa 4 stars

Filthy, falling apart, NOT A SPA BREAK!!!! SHOULD JUST BE CLASSED AS HOTEL HAS A POOL. SPA BREAKS ARE MEANT TO BE A RELAXING, REFRESHING EXPERIENCE. no where to relax, filthy and smelly, robes that don't even belong to hotel, bugs by the spa, steam room disgusting and management need to go back to school

I’ve enjoyed spa experiences before but this was not one of those. Disappointing facilities and lack of thought by what could be offered. The staff were absolutely lovely and did their very best but the facilities are tired and need repair and a make over. I understand why management want to sweat the assets of a hotel by offering separate spa days for non guests but a little extra thought would have made it better. It’s okay if you are paying for an anyway but as a separate spa experience? No, save your money and go elsewhere

The hotel is well located close to Dartford and South London, rooms are nice. 2 of our 4 rooms had no heating, one had a faulty lock on the main door, all when reported seemed to be a nuisance. The biggest issue was the restaurant and staff. No heating in the restaurant, but no apology or additional heaters. Service very slow, only one member of staff again with no apology. When the food arrived it was good, but it didn't make up for the other issues. At Breakfast again the service was poor, having to wait for someone to take numbers, no explanation of how it worked, etc, no milk in the coffee machine. We ate in the restaurant 2 days running and had two breakfasts, the service on all occasions was poor.

Lovely room, very clean although room was quite cold. Hotel was very clean. Breakfast of an average quality.

The Reception Manager Aurelia (hope that is the correct spelling!) was absolutely superb. Harry in C&B/Ops was very friendly and also went out of his way to help when we were setting up the room. Unfortunately it was clear the team were under-staffed for the dinner service and it was very slow. Also a little un-organised in some tables only being part served before the team moved on to the next table. The food however was delicious. The toast to parfait ratio needs looking at though for the starter! It was disappointing to see that the De Havilland ladies toilets are still not in great order; one sink still broken (the same one as last year) and only 1 of 4 toilets were in working order, not great for the numbers of guests attending. However all of the staff were exceptional both in professionalism and friendliness. Especially at the end of the evening when sadly some trouble started (the 1st I have known in 17 years) they behaved very calmly. Breakfast was great on both mornings, although as with all hotel rotary toasters you have to feed the bread in twice and still only get it toasted on one side :)