Mercure Letchworth Hall Hotel

Fantastic.

Liked: Beautiful building, beds were really comfortable. Food was good. Room was freshly decorated to a very high standard. Rooms were fully air conditioned and quiet.
Disliked: Nothing to dislike.

Lovely place when renovations are...

Disliked: There was a lot of building works going on with carpenters making noise through dinner. I wasn't expecting as much work amd the bar area wasn't open and we had to use our own alcohol we'd brought because the bar wasn't stocked. Thry were helpful giving us ice buckets etc. It was a lovely stay otherwise.

Great staff.

Liked: The staff were amazing and the room was lovely.
Disliked: We asked to have rooms next to each other but had rooms apart. One room had a door to the room next door where people were staying and the walls were very thin between rooms and the neighbouring room were partying form 3am-7am keeping us awake.Also we booked because it had a pool but were not allowed to use during certain hours which was a shame.

Superb

Des

Liked: Have stayed many times before and the location is great and potentially the building. The staff have always been exceptionally charming.
Disliked: We were not told about the refurb works going on at the time we booked for our Sat night stay. Though Booking.com told us later by email on the Monday!. There was a large skip outside Reception and several containers. Yet we were charged the highest price for our stay I think ever for a room that had not been refurbed in these circs. Reception were dismissive of our complaints and blamed Booking.com. The bar was not open though the info sheet provided and online detaild said it would be and the receptionist sent me to a bottle shop in the conservatory, which in fact was closed! The receptionist kept asking me what I wanted by way of putting things right. Half jokingly I suggested our money back as a measure to see how much they cared about its customers. She agreed and then suggested we should leave in return! She kept repeating same although as I pointed out it was 10.30pm. Eventually, we were offered a 20% discount which we declined as it was not really about money but them acknowledging the awful customer care. Granted a member of staff fetched us some water for our room as the bar was closed. ((You'd think this would be standard for an IHG hotel?) We would not have booked if we had known about the works. Up to now we have loved LH and the staff who have all been really charming. I must emphasise that the housekeeper and the next day receptionist fall into that category. By the way the refurb of the bar area looks amazing and is so sensitive to the old building. I was looking forward to sitting there and enjoying a drink if it had been open as advertised. It is sad that the large corporation owners are throwing out the baby with the bath water by providing a beatutiful building without the staff training to match with the service and genuine customer care.PS 1.There was a lot of confusion about the floor on which our room was situated. Reception told us Floor 2. I do not use lifts (a disability?) and went up the stairs to find it was not on Floor 2.

Good

Very poor

Liked: Nothing
Disliked: Paid a premium price (£172). There was construction in progress with lots of areas closed. No poper bar -beer served in bottle in restaurant. No common area for work/ relax except in restaurant where there was no counter. Very disapointing.This booking should cost £49 as I did pay recently with Travelodge, even that was better than Letchworth

Bedroom was excellent and staff...

Liked: Hotel was undergoing a large refurbishment and had to walk through a building site to get to our room. However, our room was newly refurbished and this was above our expectations. Once the whole hotel is refurbished it will be excellent. Timing on electric doors to temporary reception needs altering. Building work continued over the weekend during our stay which was not acceptable. Staff were very responsive and helpful. Were offered a gesture for building works so the staff tried very hard to improve the situation. Very professional attitude.
Disliked: Hotel under large refurbishment and price did not reflect this and nothing mentioned when booking to warn you.

Nice mini break

Liked: Good spa, friendly staff.
Disliked: Dates rooms