Mercure Dartford Brands Hatch Hotel & Spa 4 estrelas

My granddaughter and I spent the day in the spa and leisure and restaurant, we found that Tony in the restaurant and bar was very professional, friendly and helpful and nothing was too much trouble. Also in the spa facilities Becks was outstanding she was so helpful, friendly and very professional. We loved the spa it was clean and the locker rooms (ladies) was lovely. We had afternoon tea which was lovely Thank you

This review is solely regarding the spa as we didn't stay in the hotel. It started off alright, the spa was average but clean and nice and quite. However, It suddenly went from bad to worse. Keeley was a very young girl at the reception who told us that she was the spa manager. Our treatments were booked for 2pm but Keeley checked the system and told us that we were booked in for 3pm, which was strange. So we were very confused but it gave us enough time to have the afternoon tea, which was horrible by the way. So after having our afternoon tea we headed back to the spa at 2:30pm so we could get ourselves ready for the treatments. As we headed back in, I double checked with Keeley that the treatments were actually booked at 3pm as I had an email saying it was booked for 2pm. Keeley looked very shocked as she hadn't checked the system properly and had actually found out that our booking was actually for 2pm and not 3pm. She apologised and quickly escorted us to the treatment. After we had finished our treatments, the masseuse told us that they had cut our treatment 45 minutes short because we came 45mins late. We had explained to her how that wasn't our fault and that Keeley had gotten the booking times wrong, and so the lady said we could either get a refund or booked another treatment in for free. So we went back downstairs and spoke to Keeley and asked her for either a refund or another treatment for free. Keeley looked very annoyed by this, and at this point, she had started giving us attitude, eventhough we had asked very kindly. She finally agreed to give us another treatment, with extended time for compensation, which WE suggested by the way. So she told us she would give us an email for confirmation whilst we were there. Half and hour had gone and I had noticed that no email had come through, so we went back to reception to let her know and she said she was positive that she had sent it. So she said she will send it again, but of course, we still didn't receive it. We asked her again and later went home where we soon realised that Keeley wasn't sending us this email, and that she just flat out lied to our faces. Terrible. So we phoned up multiple times to complain about this, and when we could get through, we were told that we were to get a call from the manager, but to this day, that never happened. So we still haven't received compensation for this, absolutely terrible. I wouldn't recommended this hotel to anyone, stay well clear of it!

Lovley time, couldn’t fault the staff The team with Lucinda helped a great stay. The spa and pool area was very nice and clean, opening times are ideal.room was nice and a good size. Also ain’t hard to be able to get food

The room was nice , comfortable and clean . However the spa was AWFUL. We was in there a maximum of 10 minutes , the floor was very dirty , the jacuzzi water needed changing and the changing rooms (men’s) were unbelievably dirty . I tried for 4 weeks to get in contact with the spa manager . I was being passed from pillar to post . I was offered a partial refund . I sent over my details I have now been ignored for the past 2 weeks after several emails and calls to the hotel .

Great 2 night stay close to track. Service from the team of Matt, Kate, Kaisar and Adam this weekend was top quality. Bar food, chicken strips and pizza as always was delicious. Really good weekend of fun for the final race event of 2023 season. See you in 2024.