Mercure Sheffield Kenwood Hall & Spa

We went to the spa for an evening treatment and the staff were wonderful. Incredibly accommodating booking us in and helping us find a treatment and time that we could make after work. When we arrived Sally on reception and Sally and Lucy who completed our treatments were beyond welcoming, we had great massages and spent some time in the spa after. Overall a great day made better by the service of the staff. Thank you!

Beautiful grounds and lake and older part of the building. Room spacious and clean.Restaurant food was good but breakfast not so. Bacon had silver foil stuck to it, scrambled eggs not fresh and had the wrapping stuck to it. Only had full fat milk rather than a choice of skimmed or semi skimmed. No water available, coffee and tea not very good quality and only 2 teabags in the room, no decaf tea or coffee in rooms. I paid for our room in full on arrival but when I checked my bank account I had been charged a further £99! Can’t get through on the phone to reception as call never answered so emailed. No response from email not even an acknowledgment. Rang and spoke to bookings who said they would investigate and ring me back. No phone call back so rang again, spoke to same person to be told it was a mistake and money would be refunded in a couple of days. No apology for the mistake, no apology for not ringing me back. Poor customer service I’m afraid.

Just ok bathroom floor tiles cracked

Wouldn’t have booked if we had known there was a wedding on and it would affect meals. Noisy rooms until after midnight due to wedding party and it was difficult to settle the children with the noise. Food poor. Bar staff person who clearly doesn’t need to be front of house as he has very poor customer service skills and was patronising. Bathroom has paint peeling off ceiling and tiles missing and under bath panel was shabby. Good points. Alise or Alice was very helpful when taking the booking. A lady was happy to move the cot bed into the larger room and it was no trouble to her. You yourself listened to our comments when we complained and offered us a reasonable refund . I feel sorry that you have to take all the complaints on behalf of the hotel chain, it must be disappointing for you when you are trying your best to promote the brand. Thank you for your consideration.

The wonderful approach to Kenwood Hall, the attractive period characterful building, the glorious grounds of formal sweeping lawns, lake, woodland walks and meadow, the extremely friendly and cheerful, very professional and thoroughly effective staff, nothing was too much trouble from any staff member ( Ellise was the day receptionist on duty our days - superb service and care ) , the high standard of cleanliness of bedrooms, public lounges and areas, and delicious food ( hospitality staff excellent ), and the welcome our dog received, all delivered the most relaxing and delightful two days and one night very mini break, to test out their facilities. We were so impressed with everyone's efforts. We and more family members have booked in for a longer stay in a couple of months. There is plenty to be occupied with at Kenwood Hall with the clean pool and spa, wandering and relaxing, it is also a fabulous base from which to explore Sheffield and all it has to offer and the Peaks. Thank you - what a great Team. Clare and Adrian