Mercure Sheffield Kenwood Hall & Spa

Strange place. Over extended, felt pretty basic, more of a bunkhouse really. The room was cold (no heating) the mattress and duvet thin, the loo didn't flush properly, no loo brush, nowhere to put your stuff in the bathroom, lights all on or all off. But the room was clean and had a kettle! I don't think they expect anyone to stay more than a night. Our room was a ten minute ramble from reception through numerous fire doors and up and down stairs and we didn't have the energy to go back and complain.

Was nice hotel looked a little different to the online images, the beds were a little hard but over all it was an OK stay plenty of choice for breakfast, could do with giving room service menus and how to order as previous hotels we have been in give u the menus and usually there is a telephone for reception in rooms but not in this hotel . Good value for money for a family of 4 over night stay with breakfast

Excellent service, great surroundings, easy access to city centre

I Booked a suite with Kenwood + additional standard room for my family of 5. We Planned this getaway (1st trip away in the summer holidays) to have a adventure at the Peaks as the children really enjoy this trip once a year! First time using the Kenwood, but to my surprise a Huge disappointment, poor hotel service, unprofessional staff and quality of rooms was shocking!! The pictures on the website give a false reality of what this hotel is really about. We travelled from London at 9am reaching Hathersage by 12pm, we checked in at Kenwood at 5pm, entering The King suite to a shock hosting a variety of concerns: Damp floor at the entrance hallway of the suite, no air-con in the suite (The air con vents remain, full of dust and cobwebs) , the on suite bath tub paint was peeling off and a dent in the bath tub, the tub was flaking off. There were random splodges on the carpet, more cobwebs on the ceiling, the bi-folding door to the balcony hazard, once opened would not close because the rubber seal was damaged and the door would not close leaving our kids unsafe and valuables un secure. Half of the curtain rail was missing so the drapes from one side would hang. The room also did not have any lights on the ceiling, just 2 desk lamps – not enough light in the room or to get ready, no phone in the room – my wife and 2 children stayed in the suite, so god forbid if there was a emergency with them you would have to run to reception (imagine if my wife had a issue, what would my 5 year old and 1 year old do!! This alone should be enough to show a major breach and warning signals in health and safety! Yet the hotel staff promoted a no phone policy – very bizarre. After seeing the above, We informed the reception staff and are told there are no other rooms available. I asked to speak to a manager, Marcus Skidmore came out and we mentioned the above, he went to see the room and confirmed that this is outrageous, he provided hope however, and told us that we would get a refund for the room and when we return from out dinner he would move us into another room ( not a suite) which we agreed to. We set off for our dinner, booked for 8pm (outside of hotel) and we returned at 11.30pm. We approached the front desk and spoke to the night manager Peter Whitworth, informing him if our new standard room was ready. His response was extremely rude and he stubbornly said “no rooms, and no refund” ( I did not have the energy to relay the story above to him, but he knew about it as he mentioned a 25% refund ) I asked to speak to Marcus again, and his response was he is the manager and Marcus is not in the position to do what he said. Marcus was called out and his first words “ I didn’t promise anything”. After a 10 min conversation with Marcus Infront of my 3 children you can imagine this was not pleasant. He found his way out by fluffing up and side stepping from the conversation previously had. It was clear whilst we were at dinner, Marcus had told peter about this and peter made a final decision NOT to honour what Marcus had said (Marcus proved this in our conversation) Both Marcus and Peter did not apologise for the inconvenience and stress caused. We were forced to stay over, at midnight where would I take my family? should I drive back 200 miles to London! I was left no choice but to stay. The night was not pleasant, I didn’t get to sleep until 5am. Phoning hotels, going online and trying to obtain alternative accommodation, this was difficult as bank holiday weekend everywhere was fully booked. There also was a 45 min call to Booking.com who had contacted Kenwood and spoke to peter to try to negotiate and come to some kind of solution, booking.com was shut down by peter. The following morning of Sunday 28th, I placed cancellation of the remaining stay. We spoke to the operations manager, Marsela Louai , who had obtained the handover notes and was somewhat aware of what had happened – at last out first apology from management (Charlie on reception was also polite even though she was unaware of what had happened. We provided feedback / evidence and continued to cancel our stay. Marsela provided us a fair outcome in her opinion as ops manager, we didn’t have the energy to contest anything further and accepted – CHECK OUT! To summarise, peter requires an extensive learning course in hotel management, quite frankly he should be demoted to a junior role, as he clearly does not possess the common logic on how to deal with people. Marcus should stick to his job title as bar manger instead of attempting to assist hotel guests reservations. The hotel’s employee /people structure and roles should be reviewed – FYI Gregory Dyke. You can see the staff require training on first interactions. The Kenwood requires urgent attention in the following areas, I am basing this on reviews on google, and my stay there: Customer-driven focus. Great hotels know that one of the secrets of excellence is being customer-driven and understanding and fulfilling clients' needs and expectations. The Kenwood hotel staff do not even have name badges. Creating experiences. Service quality Comfortable and Well Equipped Rooms. Clean and Tidy Environment. Finally, I am sorry for the long review but I think its important for people to know the truth and what they will be getting here, and I hope the board of directors take on board this criticism in a positive way and start to make the all-important changes.

Beautiful venue and brilliant service. Went above and beyond to help and advise us and ensure the day went smoothly. All staff were friendly, courteous and helpful at all times. Thank you.