Mercure London Staines-upon-Thames Hotel

MISERABLE. I am a seasoned...

Liked: Not a thing. To start different name on the building.
Disliked: NO LIFT (ELEVATOR), the river view room that I booked consisted of a small window with a minuscule view that was in the rafters. I must have walked a mile in never ending halls and various stair cases to reach my accommodation.. Photos on line were misleading, and NO AIR CONDITIONING (99 degrees) No staff to help with luggage. After I arrived and checked in, struggled with baggage to enter a sweltering room with a small fan, i opened my email to receive an email from the property that it could no longer honor my reservation due to lack of rooms. Shortly, thereafter I received another email to ignore the first. I booked what appeared to be a charming hotel in a village near London Heathrow for my morning flight. Very disappointing. Not what I had planned for my last night in Europe. I will be writing this up online.

Good

Superb

Liked: Service personnel were overall super friendly and attended our queries above and beyond!

Superb

Liked: Pretty much everything and having the back door to go for walks was great
Disliked: I liked everything just that it was a bit messy and dirty as soon as you step outside from the back door it would of been nice a bit tidied up

Disappointing

Poor

Liked: The rooms are big, the beds are comfy and its close to everything you need.
Disliked: My room didn't have hot water for the duration of the stay. Was fobbed off saying it would be sorted and it wasn't. Finally refunded 3 weeks later after complaining through booking.com as the staff were not able/willing to find alternative accommodation or refund the whole booking themselves.

Exceptional

Water went out the first...

Disliked: Very poor customer service when chasing an offered refund for the facilities not working. (Hot water)

Disappointing

Liked: The room itself was fine, comfy bed, and dappled shade from trees outside the window. Nice to be next to the river, able to sit outside on the terrace and have a drink in the evening. Great access to Thames Path. Short walk to restaurants nearby.
Disliked: There was no hot water. The staff at check-in didn't inform us, despite the issue being known. I had a note in my room, dated earlier in the week, saying the hotel was aware of the issue. Minor point - I only had coffee sachets in my room, no tea (I could have gone to find some, but my room was a good walk away from reception, round confusing corridors, and I had already been walking all day). Breakfast wasn't included, and was expensive to buy as an add-on, so I didn't get breakfast at the hotel.