Mercure Dartford Brands Hatch Hotel & Spa 4 estrellas

Dear Team, I would like to inform you that Holly at the spa area was outstanding! She explained everything to me and made me feel very special. I explained my situation and she was so helpful. HER MASSAGE SKILLS ARE BEYOND!! I loved every minute and was craving for more! She has a warmth about her and made me feel really comfortable. I will be going back, especially to have a massage from her again!

Unfortunately there have been a number of shortcomings with this experience. The booking process was very time consuming merely because the lines of the spa were either busy or unmanned and the main hotel team wasn't able to help with the bookings. As for the dinner reservation the main reception was also unable to organise the dinner booking and made us aware that this would be booked on arrival. When we did arrive at around 7:15pm we were told the restaurant would be busy and we should aim to arrive for dinner before 8pm to ensure we would be able to be served. During our dinner however there were only 4 other tables served with at least 80% of the restaurant unoccupied. The food dinner and breakfast was to good standard but allergen information was missing and my partner is dairy intolerant thus there was a lot of guess working what he might be able to safely consume. We were also set aback that seemingly drinks weren't included in the dinner booking and that the parking had to be added to the bill, while we certainly understand that in the current economic climate there is a need to charge for these things as they can make the difference in a businesses profitability I would have preferred to pay more upfront and not to be having to pay for these items during the experience. The facilities throughout the hotel and even more so in the spa looked tired and in need for reinvestment. The spa experience was sadly marred by the volume of guests meaning that the staff struggled to keep up despite being kind and making an effort but there were simply not enough of them. This led to us checking into the spa without seeing the receptionist and finding our own way to the treatment rooms fully dresses in coats and scarves. Both therapists were kind, caring and professional but once again they have little time to sell additional treatments or products and/or offer health and well-being advise to enhance the experience. The treatment rooms lacked a chair to sit down while undressing and had very limited space for the clothing we removed which due to wearing our coats was a lot more then just a bath robe. After our treatments we went to use the wet facilities however there weren't enough lockers to store our belongings and due to a hen party the area was rather noisy and busy and sadly only marginally relaxing. I understand that Saturdays are busy in most spas and accepting hen parties will help the spa to ensure they pay their overheads but sadly it distracted from a relaxing afternoon.

Booked for 1 night stay with a Treatment each for me and my fiance Had booked the room with a bottle of prosecco on arrival which wasnt in the room which i understand can a simple mistake that someone forgot but i go to reception to ask about it and then have to wait nearly 3 hours for someone bring up to the room. Also on arrival no information about meal times or where to go or anything, in the room there is no information also 🤷🏼‍♂️ So again went to reception to ask about dinner and breakfast and got told to speak to the restaurant so stood in there for 10 mins shouting “hello” where one guy came out a door and looked at me and left again. Eventually the man from front check in desk came in and gave me a leaflet. Either the people working there are clueless or couldn't be bothered as the hotel was like a ghost town. Then about 10am in the morning someones banging on the door and says “oh sorry i was told the room was empty” Definitely would not recommend

Nothing was too much bother. All requests are met and immediate. Particularly room service. Friendly staff. Complimentary extras given without even asking. There was a local power cut last night that affected certain aspects in the hotel. We were informed and apologies for any inconvenience caused. A big thank you to all the staff who keep me light conversation throughout the day. You are all super stars.

We arrived for a two night stay on the 13th of January. We had stayed here once before about 4 years ago and enjoyed our stay, we wondered what the standards would be due to the Pandemic and rise in costs. First impressions was very good, reception staff was helpful and friendly. Our room which was room 118 was very nice and comfortable, the room was very clean, lovely bathroom, great shower. Heating was acceptable with mostly a plug in heater on the wall. Breakfast was poor, definitely a decline from when we was here last. The person who took our booking was miserable and abrupt, first table we sat at was wobbly, wear and tear of the tables needs addressing, poor and odd location of food items meaning your going back and thorth. There wasn't any staff clearing the dirty plates. For £12.50 a person I would of expected more. We had planned on using the swimming pool but never got round to it so can not comment there. Overall we really enjoyed our stay, we would return but would have breakfast here again. Suggestions for improvement would be a fridge in the rooms. Thank you for a lovely stay.