Mercure Dartford Brands Hatch Hotel & Spa 4 stars

Staying at the Mercure is generally a pleasant experience - the rooms are clean and comfortable, the facilities (gym and swimming pool) are fine; the only bug bear that I have is still with timing in the restaurant - staff front of house, Nadine for example, are fantastic, but food and drinks delivery do seem to take an age.

Having attended a very important Masonic launch dinner and dance I found the bar and table service very poor. Lack of staff behind the bar, I went to get a drink before the event only to be told by the bat man that the bar was now closed due to him taking a break and I would need to go to another bar. The service at the table was very poor taking over two hours to receive our meal and we never had coffee as the pot was empty and the waitress never returned. Breakfast the next morning was just as poor with the lack of tables available, and the food had run out and we needed to wait for the trays to be topped up.

It didn’t start well. At the function reception there was no draft bitter at the bar and then having 4 people serving 250 guests at dinner is ludicrous. More than 2 hours passed between first and main course. No excuse makes up for the lack of accountability and communication on the night

I attended a recent charity launch with my partner. At dinner the service was extremely slow well over two and a half hours between starter and dessert. The mains were cold on arrival and had to be returned. It completely ruined what should have been a fantastic evening. There were definitely not enough staff and they appeared untrained in dealing with large functions. It was a disgraceful show by the hotel.

Bedrooms are tired need renovating. Bathroom floor tiles marked in both rooms I stayed in. Second week room was cold, bathroom sink did not have hot water No coathangers during first week stay even though I reported to reception.

very good and enjoyable

Stayed for our wedding anniversary, had a lovely meal and spent time in the pool, sauna and steam room. Also treated ourselves to a massage :-)

The spa facilities saved the day as the room was dark and had to add an extra electric heater from the cupboard. The staff were helpful but did not have any additional lighting, particularly in the corner by the sofa. The meal was spoilt due to some issue in the kitchen. I understand the hotel provided extra drinks, being a bottle of Presseco for 10 people.....!

Friendly welcome but noticed each guest got different information even though at the same event. Room was a good size. Bathroom had no bathmat plus when having a show water still went all over floor so like a swimming pool. The bath was also slipper and no handle to support you if needs be. Mentioned at check out and was told we could have asked for non slip mat for bath at reception, but nothing in the room to tell you this. As for breakfast it was a complete shambles tables not being cleared or relayed for other guest. Also items not being replenished frequently enough, especially milk for cereal and tea/coffees. You could sit where you wanted so other guest took up more space than required so larger groups couldn't get seated together (i.e. 3 and 4 people). In general food service was slow including the function that was being attended as well.

Myself and my wife were attending the launch of a masonic festival. To be honest the hotel was nothing special and not what I was expecting. there were electric heaters everywhere which raised alarm bells, what was wrong, no information. there was a lack of staff as we spent a lot of time waiting to be served. The service at the main event meal was the worst I have known. the excuse was a problem with the ovens, this only came towards the end of service. It was a mess with staff looking lost and poorly trained. The hotel knew the numbers well in advance so should have been prepared. you could go on. Overall it looks like the hotel needs money spent on it and more attention to detail

Decor shabby, shower panel completely adrift from shower base, breakfast dining area not clean with dead flys collecting on the ceiling sun blinds. We attended as part of a function. Unaceptable very long delay for our main meal apparently due to oven failure. Whilst waiting an adjacent table ordered a bowl of chips via room service and they arrived long before our meals. Staff were very apologetic.

Two night stay in the hotel& it was lovely

I stayed for 1 night and have to say I was disappointed although the room was large the bed was uncomfortable and had crumbs on the sheets, the shower pressure was poor and leaked all over the bathroom floor.

Always a great welcome from the reception team. Sarah, Juani, Mandy, Kerry and Jas always make me feel welcome. Scott in F&B is a great addition to the team

Had a lovely stay at the mercure hotel. I booked dinner and breakfast and both were with fast service and very nice food. The one downer was the fact the pool table was out of order as we were really looking forward to a few games in the bar. the bar service was excellent and love the racing theme! Ill certainly be returning.