Mercure Newbury West Grange Hotel 4 estrellas

Checked in to room 236. It was tiny and the window was broken so I couldn’t shut it. Would have minded if it wasn’t for it being so cold at the minute! Spoke to reception and got met with a groan, and told there was only one other room available but it was a twin. 102. No problem I said. Only to find that the shower doesn’t run hot, only tepid at best. It also soaks the floor. Dinner in the restaurant was mediocre. Service was great from the chap though, apologies can’t remember his name. Breakfast much the same. I wouldn’t stay again. The reviews seemed so positive but clearly I was unlucky with my rooms.

Recently held our Mum’s funeral reception here for 50 guests. We were in the function room and chose the afternoon tea menu at £15 per head as it was one of Mum’s favourite pastimes. The round tables in the room were huge, leaving little room to move around and there were just two self service tea and coffee dispensers which made for a large, slow queue. (One didn’t work initially) There were five plates of sandwiches and one bowl of crisps. The cake selection was tiny, as were the scones, with no sign of clotted cream. Nobody came to check everything was OK and the ladies toilets were out of order - all of them - making for a long queue at the one disabled toilet. On a positive note, the room was lovely and warm to come into on a very cold wet day and there was ample parking. We appreciate there are staff issues throughout the hospitality industry, post Covid, but the customer service and food were sadly lacking. A couple of weeks ago, we contacted the hotel for their feedback before adding this review, but there has been no response.

I stayed, so that I could attend a funeral at the West Berkshire Crematorium, which is within easy walking distance. The hotel is decorated and furnished to a very good standard. The poached eggs I requested for breakfast were cooked perfectly. The bedroom was nice and cleaned to a high standard. The Housekeeping staff and the Restaurant Manager were very friendly. But….the Receptionist on duty lacked enthusiasm and I feel would benefit from some Customer Service training (I stayed on Wed 14 Dec). Breakfast service let things down too. The drinking water had not been replenished, tables were dirty, mine had tomato ketchup smeared on it, but it was the only table to have been relaid and there was only one plate available at the hot buffet, but that plate was dirty. There were no staff around, so I had to walk to Reception to ask for the plates to be replenished.

The hotel is a nice hotel, nice location and clean, staff friendly and willing to assist. However the bathrooms are really strange, the toilet is too close to the wall, hence it’s very uncomfortable to sit on safely, and I would imagine a frail person could easily fall over. My real negative factor was the breakfast, nice food but lukewarm, the plates were cold, surely a plate warmer isn’t too much to ask, nor is to have the terrines hot, as opposed to lukewarm. This really spoils what would be a great breakfast, especially at 10.50 per person, for a lot less there are venues nearby who can serve a hot breakfast. These two issues would really make the difference in my view

Bedroom very spacious, bathroom modern and user friendly. Main event was diner dance. Staff very efficient and friendly. It made our evening very special. Will definitely return for more events and can highly recommend this venue.