my son's wedding was a memorable experience thank you. one small criticism i was told when i booked in that the mini bar in my room was part of the room price but it was empty and after mentioning this to a staff member it remained empty for the duration of my stay

Stunning location and surroundings. Great rooms, always clean and welcoming. Friendly staff and good value.

30th April 2022. We booked a table for 6.45pm. The conservatory wasn't full when we entered and we were shown to our table. (No 12). A waiter took our order of two x starters and 2 x main course and a bottle of wine. We waited for 1 hour before we started to question where our meal & bottle of wine was, as we could see other diners arriving after us receiving their meals. The waiters said he would check, nothing happened and we became aware the other tables close to us were asking where their meals were. The waiter came back and asked us what our table number was, we said no 12. The waiter said that was incorrect, and we pointed to the card on the table with the number 12 on it. The waiter took the table no away with him. He came back and showed us a receipt with a list of items that we had ordered to check this was correct. We said yes. The deputy manager? (man in grey suit) came into the Conservatory and spoke very rudely, aggressively and inappropriately to two elderly diners and said it wasn't his fault the wait was due to a lack of staff. He was dismissive of their concerns and walked away from them. An extremely poor example of customer service. My friend went to the bar to get our bottle of wine as we gave up waiting any longer. When Nicki Corcoran (Manager) came into the Conservatory to find out what the problem was, she did an amazing job of turning a difficult situation around. In particular, she came to find out what our issue was, listened, apologised and went to arrange for our food to be delivered. She repeatedly came back to check we had all we needed. Thank you It was my friends and my first visit to the hotel and up to that point we said that we would come back again, as the location is perfectly located between the two parts of the country we had travelled from. After that experience we are questioning whether to visit again. Which is disappointing because our Spa experience was excellent & all the other staff were courteous and professional.

Very enjoyable

OverAll the stay was excellent and stayed in one of the suites . Need a little more attention to cleaning with clusters of dead flies on the window sashes and Also under the sofa cushions . Beautiful room and the spa was excellent too.

Found it difficult to eat dinner or lunch there as issues with an empty dining room being fully booked . Odd loud beat music playing in bar area and an incredibly officious bar steward who was very very slow inefficient and served tea in a dirty cup . We did manage to be served dinner and pudding in the bar area and the food was very good,we complimented the chef . I enquired about pillow protectors from housekeeping but you had none .....very surprised at inadequate linen hygiene unless you are washing pillows between guests !

Staff were very helpful, setting very nice as was the ability to walk around the lakes etc. Room was reasonable but could have done with extra pillow and had no open window facility in our room 317. Breakfast and Evening meal good and nice scenery around the hotel. Probably will come again for a longer stay as only 2 nights for my husbands niece wedding.

Appalling, requested twin room ground floor and given dirty double room up multiple flights of stairs, despite telling you of husbands mobility issues. Told our room had been reallocated to other guests who had been upgraded! Husbands arthritis aggravated as a result and now in severe pain. My husband suffers from Angina and this was aggravated by climbing the stairs, he had to stop for breaks to cope with these. It took 3 attempts on arrival to locate room, had asked to be close to facilities and could not have been further away. Over an hour to get reception to answer phone only to be told we could not be moved that night. We had no alternative other than to stay or start the 4 hour drive home and not see our granddaughter for her birthday. Large black beetle crawled across the room! Shelf in bedside cabinet rolling out and was a safety hazard and carpets were filthy. Duvet too small for cover so spent the night freezing. Shower too high for husband to use, plug in bath not working and fitments in bath falling off. Shelf in Shower non existent. Woken at 4 am by doors slamming and guests screaming at each other and a total of 3 hours sleep that night. Next morning had breakfast, constantly running out of food and drinks in the restaurant, chairs were dirty and tables not cleared. Food was not hot, the bacon was cool on arrival at the hot station. Spoke to Sharon who agreed to move us to an appropriate room, she put drinks in fridge but unable to open them as no bottle opener in room. No lid for kettle and bath and sink plug areas were dirty. Returned to dining room for breakfast, even worse than previous day. There were 3 male staff who wandered round pretending to look busy but not actually doing anything. Vacated tables not cleared for 25-30 minutes. All things considered, Sharon had said we would get a discount, this was only £30, staff on reception said this was because that is the correct room charge for the room we were given. I complained about this and was given a further £20 discount and only this amount because Sharon had put drinks (2 beer and 2 j2o plus 2 chocolate bars and 2 packets of drink) in our room. She did not come and see us as agreed when we met so we were unable to discuss this further. I believe we should have received a substantial discount, what we were given was insufficient for all of the anxiety and stress caused along with the affect it has had on my husbands health, we will not be returning!

Booked a spa treatment and overnight stay. Prior going i sent 2 emails and got no response. Unfortunately due to traffic we were running v late and would miss the spa treatments I tried to call about 20 times and noone picked up I left a message with reception and was told someone would call me back but didn't. Fortunately we made it 10mins late so didn't miss the spa. When we checked in around 5ish we were told we had to book our dinner slot which we weren't informed of and when we tried to book were told we could only go around 8.30 as there was a large booking. The room was also meant to be upgraded to include robes a coffee machine and newspaper. I asked about the room and was informed it was an upgraded room but none of these amenities where in the room. Again we tried to call reception to ask but there was no answer. The room itself was very outdated and the room was boiling. The spa treatment was very good however the facilities were out of order again we weren't informed of this and we were informed by a visitor it had been out of order for around 6 weeks. I wouldn't book again as the staff were rude when I asked about dinner and the lack of being able to get in contact.

A wonderfully located hotel with lots of thoughtful small touches, pleasant rooms and comfortable beds. A problem occurred on our visit with the restaurant and, after being in touch with a very hands-on manager, I am happy to say all was resolved to our satisfaction.

The room, the grounds and the food were lovely. The only issue we had was that the service for dinner and breakfast was really slow and a lot of items went available. What we did eat was lovely though.

This is 4 th time I’ve stayed not as efficient and need more staff on the whole good stay

Amazing venue, great room but that’s where the positives end. Took 30 minutes to check-in despite calling in advance to check booking. Sandwich for lunch described as served on wholemeal bloomer arrived as toast with so much pickle it was inedible, replaced on limp bread sliced left over from breakfast. Spa experience - treatment was amazing despite having to wait an hour. At reception would not allow a loan to two tokens for the locker without a personal item for their till, I even said charge it to the room - if was the value of £2 which you got back, my husband had to leave his £600 watch! Dinner on Saturday was a catalogue of events, we did get an amount deducted from our bill, however it was my birthday having both turned 50 in lockdown we wanted to make 51 special so all very disappointing, breakfast on both days wasn’t the best either, it states served to 11am but by 10:30 there was limited availability. Room although lovely was dusty with lots of cobwebs, didn’t get refreshed on the second day, had to ask for towels, asked for pillows and told there was a wedding so we could only have two on tue first night, did get a couple of extras on the second night when we shared we struggled to sleep! I’d like to go back but the experience wold need to improve.

Other than the room itself being comfortable, every other part of the experience was terrible. Chaos in the bar and restaurant, unhelpful and at times rude staff, general untidiness in public areas, no real system for accessing the spa and a general sense of having strayed onto the set of a ‘Carry On’ film. I could go on but let’s just leave it at that. No more Mercure Hotels for us.

We've been several times before and stayed in different apartments. Some of the apartments are better than others. The big attraction for us is the pool & the grounds. Both are fantastic. Can't wait for our next visit.