Mercure Dartford Brands Hatch Hotel & Spa 4 estrelas

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.

My bathroom had not been cleaned, bath was filthy with dust, hair and bits. same all around the toilet and sink. Main carpet has also not been cleaned or hoovered. My towels smelt stale and one smelt of smoke Shower wouldn’t stay hot Room was cold and took forever to heat up. Room service came but my order was wrong and cold, no salt or pepper option and no cutlery for desert so used tea spoon to eat it. Sticky toffee pudding was meant to be served warm but arrived very cold. QR for info and menus is out of date and you the get told there is different options. I asked for a double room and got a twin. Toilets downstairs in conference area there was a broken sink and door just with some tape over it. Grubby also. Bit of a disappointing experience

Nice hotel staff very friendly we had a couple of incidents with the housekeeping and bar menu but these were resolved to our satisfaction,amenities are good rooms modern Breakfast was very good, restraunt food good but a bit pricey, Not much outside the hotel to walk to