Mercure Sheffield Kenwood Hall & Spa 4 stars

Please see copy of email I wrote and sent 3 times with no reply! From: jef P. <je…> Sent: 10 March 2020 08:40 To: re… <re…>; AccorHotels.com <ne…>; AccorHotels <ac…> Subject: Fw: Feed back From: jef P. <je…> Sent: 05 March 2020 12:17 To: re… <re…> Subject: Fw: Feed back From: jef P. Sent: 01 March 2020 19:17 To: re… <re…> Subject: Feed back Hello I recently spent five nights at your hotel and decided to give you some feed back! Unfortunately it was the best stay I've ever had, I found the room cold and that the room service was very poor, I needed to work from my room on an evening so room service was the best option but not once was able to get through once not matter how many times i called or how long i called for and had to order food via reception when i was able to get hold of them! My evening i ordered only a bowl of soup which barely covered the bottom of the bowl and was cold so it was reordered the following evening my order was forgotten and again had to be reordered but no further issues after this other than room service not answering. I also to took advantage to use the pool and hot tub but found this poorly serviced and one morning unusable as you can see by the photos attached! The hotel itself is a very beautiful building but was sadly let down. regards Jef P.

The Hotel and grounds are beautiful.

I very liked the location, also pet friendly, the breakfast is genial. I am a gold member, I never got treated as a gold member, I just got a once welcome drink, and the other 35 times, no welcome drink. I also wanted to upgrade my room, this also not happens. So, this is wrong.

Clam, relaxing and full of trees

Stayed one night. Used pool but it w we as so poor out in 20 mins

From start to finish we had a great stay!

Welcoming, helpful and friendly staff made our stay a pleasure

The hotel is in a great location but we were thoroughly disappointed with the stay. We arrived at 7pm and went to the restaurant to eat. This was closed and food only available in the bar area which was full. Went to the room to order room service, called about 10 times, no answer. Called reception who put us through again, no answer. Called reception again and was told there is definitely someone there. In the end had to leave the hotel to go into town to get some food which was not ideal as we only came to Sheffield as my wife was having back surgery early in the morning and was looking for a hotel with good food so we could relax after a 3 hr journey. Bed - very springy! Every time I moved my wife nearly fell out of bed - not good as has back issues! I have stayed in many Mercure Hotels around the world and they are usually excellent but unfortunately this was not the case in this instance

Staff friendly but rooms a bit tired.

We really enjoyed the suite room which had fantastic modern features and a lovely balcony view. The staff were very friendly and food was great. However the spa facilities were very dated and not really up to scratch.

Sadly I couldn't have the room I requested as I'd used it before, but the substitute room was equally comfortable, quiet and private. The reception staff were really helpful and friendly, and the jacuzzi was wonderfully warm and relaxing after a busy day

We arrived to a warm welcome from Diego on reception who was incredibly helpful. The room was great and the drinks in the mini fridge was a nice touch! Room service arrived quickly and was enjoyable. We used the pool which was quite cold but one of the local users mentioned it's not normally as cold. Breakfast was brilliant, one of the nicest I've had in a hotel. We'll definitely be back to return :)

Generous sized bathrooms and room service very thorough. Friendly helpful staff. Car parking very useful in a city short on hotel car parks. I will certainly use the hotel when next in Sheffield. Pointed out the safe was not working and a cupboard rail broken as I left and they were concerned, apologized and asked that I reported it when I noticed a problem. So I should have done if it really mattered to me.

We were upgraded upon arrival, the room was huge and very clean. We had a suprise chocolate cake delivered to our room which was very much appreciated. The massages were perfect. The food was tasty although it did take a while to arrive. The only fault would be the grounds the walk around the lake but I would imagine that's not the fault of the hotel. We really enjoyed our stay and would love to come back again.

Arrived on a Friday afternoon early for our 2pm book in - no problem, room ready. All staff were pleasant, smart, and helpful, reception, dining room, housekeeping and maintenance. Any requests were dealt with promptly and efficiently, eg more milk for room. I happened to overhear a staff member report rubbish in the grounds, and a member of staff was directed to sort this straightaway. The hotel was busy with a wedding on the Friday, and I believe a large afternoon tea group on the Sunday - routine residents received usual high standard of care and attention. Good breakfast quality and range, and bar snacks and coffees from bar. However, the lovely location, grounds and decor, particularly of lobby, are let down by just the odd problem. I particularly noticed that one curtain in the dining room had missing hooks and was dangling. A curtain in our room, 305, had the same problem. These items could be sorted pretty soon, I would have thought - person or two with a ladder, some curtain hooks, or a sewing machine. A shame that my eye was drawn to these, particularly in the dining room. Otherwise, everything looked good - decor for the wedding looked beautiful, and by the way, no noise detected from this function in our room.