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Reviews of Mercure London Staines-upon-Thames Hotel

3 out of 5
Mercure London Staines-upon-Thames Hotel
Thames Street, Staines, England

Reviews

7.4

Good

Rating 10 - Excellent. 129 out of 544 reviews" "
Rating 8 - Good. 216 out of 544 reviews" "
Rating 6 - Okay. 103 out of 544 reviews" "
Rating 4 - Poor. 50 out of 544 reviews" "
Rating 2 - Terrible. 46 out of 544 reviews" "

7.8/10

Cleanliness

8.0/10

Staff & service

7.0/10

Amenities

6.6/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

10/10 Excellent

Charmaine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very helpful staff. Excellent location beside the Staines shopping centre. Surprisingly quiet despite being on a major road. The room was enormous.
Stayed 5 nights in Sep 2022
Response from Laura C. Guest Relations on 4 Oct 2022
Dear Charmaine,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are extremely pleased to read you have thoroughly enjoyed your stay here with us and your feedback regarding the staff is greatly appreciated. We will be sharing this with the teams as I'm sure it will serve as an encouragement.We are also pleased to read the location as well as the room was as expected.We look forward to welcome you back in the future.Kind Regards,

6/10 Okay

Harsha

Stayed 1 night in Sep 2022
Response from Laura C. Guest Relations on 4 Oct 2022
Dear Harsha,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you enjoyed your stay here with us and the overall rating is appreciated.We hope we will get the chance to welcome you back in the future.Kind Regards,

2/10 Terrible

Paul

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dont stop
Drove past this place though it was an old building. Pulled up in the carpark after driving past slowly and my wife said hope you dont expect me to stay here. The place is a mess they must of took these photos years ago. Dont tell you its next to the railway line. Even the carpark did not look safe. Give this place a wide birth.
Stayed 1 night in Sep 2022

6/10 Okay

Barbara

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Sep 2022

2/10 Terrible

matthew

Stayed 2 nights in Sep 2022
Response from Laura C. Guest Relations on 4 Oct 2022
Dear Matthew,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies for a disappointing stay. We sincerely hope you will continue to use the Mercure brand in the near future.Kind Regards,

8/10 Good

Rachel Maisie

Stayed 1 night in Sep 2022
Response from Laura C. Guest Relations on 29 Sept 2022
Dear Rachel Maisie,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back in the future for another pleasant stay.Kind Regards,

10/10 Excellent

Nicky

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice clean comfortable hotel, good location, good amenities, friendly staff, esp cleaners.
Stayed 1 night in Sep 2022
Response from Laura C. Guest Relations on 29 Sept 2022
Dear Nicky,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and your feedback is greatly appreciated.We hope we will get the chance to welcome you back in the future for another pleasant stay.Kind Regards,

10/10 Excellent

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely stay
Excellent stay - lovely river view and nice walk along the Thames path i to town
Stayed 2 nights in Sep 2022
Response from Laura C. Guest Relations on 29 Sept 2022
Dear Gary,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and your feedback is greatly appreciated.We hope we will the chance to welcome you back in the future for another pleasant stay.Kind Regards,

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Avoid it at all costs.
We stayed here recently We left earlier than planned as it was horrendous. Electrical items not PAC tested, Dirty room, Hot water tap with no water coming from it, no not water for a shower, No air con and room was very hot. My partner was followed by a creepy person all the way to our car and then back to the room. Most rooms were filled with people living there, so much so that all staff had active CCTV .
Stayed 3 nights in Sep 2022

6/10 Okay

Randal

Business traveller
Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Friendly Staff
Friendly staff but hotel is looking very tired.
Stayed 2 nights in Sep 2022
Response from Laura C. Guest Relations on 4 Oct 2022
Dear Randal,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to confirm the staff were friendly and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. Our new owners have earmarked our hotel for a refurbishment and I sincerely hope this will take place soon as it is long overdue.We hope we will get the chance to welcome you back in the future.Kind Regards,

4/10 Poor

Joanne

Stayed 1 night in Sep 2022
Response from Laura C. Guest Relations on 4 Oct 2022
Dear Joanne,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies for a disappointing stay. We hope you will continue to use the Mercure brand in the near future.Kind Regards,

2/10 Terrible

Clare

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disgusting
From walking to the room it felt like a hostel, the room smelt of stale smoke, the carpet was filthy and furniture, the bathroom floor was broken, and shower had no water coming from it so couldn’t wash. The whole place was horrendous, we couldn’t wait to leave as soon as we got there, will never return absolute appalling.
Stayed 1 night in Sep 2022

8/10 Good

Mark

Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
Stayed 1 night in Sep 2022
Response from Laura C. Guest Relations on 10 Sept 2022
Dear Mark,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back in the future for another pleasant stay.Kind Regards,

2/10 Terrible

Samuel

Stayed 1 night in Sep 2022

2/10 Terrible

Gillian

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Never again!
This hotel needs to be shut down and fully refurbished. Stayed for one night and glad we weren’t staying for longer. The professional photos are a misrepresentation of what the hotel looks like. It’s very outdated and from the outside the hotel looks unwelcoming. Inside, the halls are dark and filthy. The floors/carpets are trip hazards- they’re uneven, the carpets are threadbare, riding up in the middle and are stuck down at the ends with old bits of tape. We booked two rooms with a “river view” - what we got was a view of the adjoining wall and trees! Rooms are filthy, dark, grimy, outdated and dusty. The photos attached show how dark it is during the day! The table lamp cable was sticky and unclean. The curtains are yellow, bathroom tiles are cracked, the bath tap drips constantly and there’s mould. There’s a sign in the shower that says to use the bath mat - the mat is as yellow as the curtains! There’s thick peeling wallpaper, the fridge is mouldy and the windows don’t shut properly. There was also a lot of security with body cams on in the hotel and the upper floor was constantly manned by them which made us feel very uncomfortable as to what the hotel might expect to happen. This hotel is expensive for what it is and we regret ever stepping foot inside. What we booked and what we got/paid for are two complete opposites. We left as soon as we could in the morning and won’t be returning. I’ll think twice before booking Accor/Mercure accommodation in the future.
Stayed 1 night in Aug 2022

2/10 Terrible

Tim

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
I normally stay in Mecure Hotels. This was by far the worst hotel I’ve ever stayed in. Extremely tried and dated, Wi-Fi wasn’t working across the hotel. The room as the hotel was tired, if the room had been cleaned it hadn’t been done very well, stains on the wall and blood stains on the radiator. The staff were welcoming l, polite and pleasant.
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 2 Sept 2022
Dear Tim,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. Whilst I'm pleased to read the staff were welcoming and polite, I'm sorry to read other aspects were not as expected. We are pleased to confirm we have been earmarked for a refurbishment in the future.Please rest assured I have noted your feedback regarding the cleanliness levels of the room and I have shared my disappointment with our Head Housekeeper as this is definitely not the standard which we strive to achieve.Despite the concerns raised, we sincerely hope we will be given the chance to better serve in the near future.Kind Regards,

2/10 Terrible

Daniel

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Shocking hotel dirty damp run down. No water out of the shower. Ripped chairs. Chairs with what looked like blood in
Stayed 2 nights in Aug 2022

8/10 Good

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient to town
My stay was just one night prior to an overseas flight. The room was well appointed and the bed was comfortable. The shower was really great, very large. I had dinner in my room and it was very good. Staff were friendly and helpful. It was a trip down memory lane for me as I used to go to the hotel in my teen years for discos.
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 2 Sept 2022
Dear Sarah,We appreciate you taking the time to review your stay here with us at Mercure London Staines. Your kind feedback regarding the staff as well as the dinner is greatly appreciated and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are also pleased to read the room was as expected.We look forward to hopefully welcoming you back in the near future for another pleasant stay.Kind Regards,

6/10 Okay

Richard

Liked: Staff & service
Disliked: Property conditions & facilities
Falling to pieces.
This place is in serious need of a make over. Very dull and drab hallways and carpets look disgusting. Room was okay but was showing signs of years of abuse, cracked tiles in bathroom sink unit falling off the wall ect. Bed was not the most comfortable with springs pushing through, and room fan had thick clumps of dust on the vents. Breakfast was nice, but again the arms of the chairs were in threads and falling to pieces. Staff were very friendly and over all it was clean just falling to pieces.
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 1 Sept 2022
Dear Richard,We at Mercure London Staines appreciate you taking the time to review your stay here with us,Whilst we are pleased to read the staff were friendly and the cleanliness levels were as expected, we are sorry to read other aspects were not as expected.We are pleased to confirm we have been earmarked for a a refurbishment in the future. In the meantime, our maintenance team have implemented a scheme to ensure we continue to improve the standard of our products including carpet re-placing as well as re-painting of some bedrooms and public areas.We have noted your feedback regarding the sink unit and the dust on the fan on the vents and please rest assured this will be followed up with the correct departments.Despite the concerns raised, we hope we will be given the chance to better serve in the near future.Kind Regards,

8/10 Good

Simon

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very good stay
The staff were all very helpful. The room with a river view was spacious and comfortable. Bed was about right. Definitely a hotel to consider for an "airport close" stay, forget about some of the bigger chains who don't provide as good customer service ‐ trust me! Breakfast was decent and mostly hot.
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 1 Sept 2022
Dear Simon,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to read you have enjoyed your stay here with us and the overall rating is highly appreciated.We greatly appreciate your feedback regarding the staff and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We are also pleased to read the breakfast was as expected and please rest assured this will be shared with our Head Chef as well as the Food and Beverage team.We hope we will get the chance to welcome you back for another pleasant stay in the near future.Kind Regards,

6/10 Okay

Alex

Travelled with family
Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
Lovely staff, hotel in need of some TLC
Staff are very friendly and welcoming. Our room was in desperate need of refurbishment. We had double doors straight out on to a walkway in the car park and near a foot path and the security strap on the doors was broken. The locks did work but you couldn’t have them open for air circulation. There was a fan in the room but unfortunately it was full of dust so hadn’t been cleaned in sometime. However this was £55 for a one night stay so I wasn’t expecting huge end touches.
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 3 Sept 2022
Dear Alex,We at Mercure London Staines appreciate you taking the time to review your stay here with us.Whilst we are pleased to read the staff were friendly and welcoming we are sorry to read other aspects were not as expected.We are sorry to read the room condition was disappointing. We have noted your feedback regarding the locks as well as the dust on the fans and please rest assured these matters have been brought to the attention of the the correct departments to ensure they will be resolved immediately.Despite the concerns raised, I sincerely hope we will get the chance to better serve in the near future.Kind Regards,

2/10 Terrible

Natalie

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
Dirty, health and safety is a myth in this place, torn up carpets , dirt and filth
Stayed 1 night in Aug 2022

8/10 Good

Nicola

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 26 Aug 2022
Dear Nicola,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back for another pleasant stay in the near future.Kind Regards,

4/10 Poor

Amanda

Travelled with family
Disliked: Staff & service, property conditions & facilities, room comfort
Outdated and in desperate need of a refurb
I was very disappointed with every aspect of the hotel. It was very run down and tired and in desperate need of a full refurbishment. The rooms had all the amenities required and the beds were comfortable. However, we got very little sleep due to people constantly walking up and down the very creaky corridors at all hours of the night and morning. The room was very old fashioned, with dated furniture, poor lighting and no double glazing, so a lot of noise from trains, planes, drilling, etc. It didn’t feel secure as the window didn’t lock properly. The fridge wasn’t working, the curtains were old, and ripped and the room had a bad musty smell. The bathroom was large, the showers was so powerful it hurt and there was no plug in the sink. Breakfast was an experience in itself! Firstly, there appeared to be a security guard watching the room. Nothing was on the tables, not even cutlery, place mats, etc. Everything was self service. There was a reasonable range of food choices, but all the cooked items were luke warm. There was no atmosphere in the room and it was a pretty uncomfortable experience. I was disappointed to be charged extra for parking, which wasn’t made clear from the booking. The location of the hotel is excellent. It is right on the river and walkable to shops, restaurants, Two Rivers retail park and the bus and train stations. However, the hotel could make so much more if its riverside location.
Stayed 2 nights in Aug 2022

8/10 Good

Verified traveller

Liked: Staff & service, room comfort
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 26 Aug 2022
Dear Guest,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back in the near future for another pleasant stay.Kind Regards,

2/10 Terrible

Kirstin

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 26 Aug 2022
Dear Kirstin,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies.We hope you will continue to use the Mercure brand in the near future.Kind Regards,

10/10 Excellent

Kate

Stayed 1 night in Aug 2022
Response from Laura C. Guest Relations on 26 Aug 2022
Dear Kate,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are pleased to see you have thoroughly enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back for another pleasant stay in the near future.Kind Regards,

10/10 Excellent

James

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2022
Response from Laura C. Guest Relations on 26 Aug 2022
Dear James,We at Mercure London Staines appreciate you taking the time to review your stay here with us.We are extremely pleased to see you have thoroughly enjoyed your stay here with us and the overall rating is highly appreciated.We hope we will get the chance to welcome you back for another pleasant stay in the not too distant future.Kind Regards,

4/10 Poor

Andrew

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Dirty and tiered.
We stayed in the main hotel. It was dirty and tired. Carpets ripped and worn out. There was security with body cams everywhere which was unnerving.
Stayed 1 night in Aug 2022

8/10 Good

James

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Decent stay needs small improvements!
Overall an enjoyable stay though some things do need improving. Internet was slow and tv was poor with not much choice. No aircom. Friendly staff and nice breakfast but needs bakery extras like croissants and pan au chocolate etc. Lovely riverside location and comfy bed. We will return!
Stayed 1 night in Aug 2022

4/10 Poor

Verified traveller

Disliked: Property conditions & facilities, room comfort
Stayed 2 nights in Aug 2022

6/10 Okay

Rachel

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Nice bed …
Carpets in the corridor have rips in them which is a trip hazard, they are wrinkled up too. Whole place needs recarpeting. The place is huge which is deceiving, I’m 50+ and to reach the second floor, there were so many stairs to climb up (and down a few) and long corridors to get to the room. It’s a bit of a maze. Had I known that, I would have requested a ground/1st floor, as I have issues with joints etc and there’s no lift. Lovely comfortable bed though. Very dated rooms, only a pedestal fan or an electric heater in room for temperature control.
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 6 Aug 2022
Dear Rachel, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are sorry to read the hotel condition was not as expected and we are pleased to confirm we have been earmarked by our new owners for a refurbishment. In the meantime, our Maintenance team have implemented a scheme to ensure we continue to improve the standard of our products and services including the changing of our carpets as well as the re-painting of some bedrooms and public areas. Despite the concerns raised, we do hope we will get the chance to welcome you back in the near future. Kind Regards,

6/10 Okay

Verified traveller

Disliked: Cleanliness, room comfort
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 6 Aug 2022
Dear Guest, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you enjoyed your stay here with us and the overall rating is highly appreciated. We hope we will get the chance to welcome you back in the near future. Kind Regards,

10/10 Excellent

Fiona

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Ideal location for Heathrow airport
Lovely spot on the river. Our room was quiet which was a surprise as the train runs quite close by the hotel and was a good size with a large bathroom. Great location for shops, restaurants etc. The staff were friendly and very accommodating of our needs. Overall a great stay and will definitely use the hotel again
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 1 Aug 2022
Dear Fiona, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to read you have thoroughly enjoyed your stay here with us and the overall rating is highly appreciated. We hope we will get the chance to welcome you back for another pleasant stay in the near future. Kind Regards,

6/10 Okay

Tina

Travelled with partner
Liked: Cleanliness, staff & service
Comfortable bed. Room very noisy. Good location but outside of hotel looks dirty. If I were just passing the area I would have carried on past the hotel based purely on the look of the exterior. Once inside it is well kept.
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 1 Aug 2022
Dear Tina, We at Mercure London Staines appreciated you taking the time to review your stay here with us. We are pleased to read the bed was comfortable and the inside appearance of the hotel was not disappointing. We are pleased to confirm we have been earmarked for a refurbishment in the near future. In the meantime, our Maintenance team have implemented a scheme to ensure we continue to improve the standard of our products and services including the re-painting of some bedrooms and our public areas as well as carpet change. We hope we will get the chance to welcome you back in the near future. Kind Regards,

2/10 Terrible

Samantha

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very poor!!
This was a very sub standard hotel that is not fit for children. There are security guards everywhere which indicates that there must be a lot of problems in the hotel. It’s basically on a road and not what the photos indicate. Not happy at all with our stay.
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 1 Aug 2022
Dear Samantha, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. We hope you will continue to use the Mercure brand in the near future. Kind Regards,

6/10 Okay

Martyn

Stayed 1 night in Jul 2022

6/10 Okay

Matthew

Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 21 Jul 2022
Dear Matthew, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated. Kind Regards,

6/10 Okay

Davie

Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 29 Jul 2022
Dear Davie, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you enjoyed your stay and the overall rating is highly appreciated. We hope we will get the chance to welcome you back in the not too distant future. Kind Regards,

2/10 Terrible

Mary-Ann

Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 20 Jul 2022
Dear Mary-Ann, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. We hope we will get the chance to better serve in the near future. Kind Regards,

2/10 Terrible

Grazio

Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 14 Jul 2022
Dear Grazio, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. We hope we will get the chance to better serve in the near future. Kind Regards,

4/10 Poor

Jennifer

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Tired old hotel.
The situation is great, but the conditions were very poor. Carpets threadbare, rooms old and tired, curtains falling apart. Breakfast and service was good. Hotel full of refugees getting the same service as paying guests including breakfast, children running around too. Shower only had half a shower screen. Dog mess on outside stairs. Should be told that it's a refugee hotel, maybe the owners should decide what they want to do run a hotel or a refuge.
Stayed 1 night in Jul 2022

10/10 Excellent

muhammad

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Property was nice and clean but But quite old style .. they had no charging socket Less light in room plus room had no air conditioner…
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 4 Jul 2022
Dear Muhammad, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated. Our hotel does not have air conditioning and this not advertised on our website. Kind Regards,

4/10 Poor

Julian

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Shocked at the change!
Such a shame. Stayed here a few times in years gone by and always enjoyed the experience. Firstly have to say the reception and bar staff are excellent but that's where the positives end! The corridors are dirty and smell awful, carpet bunched and ripped - very dangerous! The room and bedding were clean other than the curtains and the chair which was ripped. Quite uncomfortable walking around with what I can only say were quite intimidating security (although not dressed as such) who just starred at you! Was always my go to hotel in the past for travelling into London - need to find a new hotel!
Stayed 1 night in Jul 2022
Response from Laura C. Guest Relations on 3 Jul 2022
Dear Julian, We at Mercure London Staines appreciate you taking the time to review your stay here with us. Whilst I'm pleased to read the staff were excellent and the room was clean, I'm sorry to read we have failed on various other aspects. We have been shortlisted for a refurbishment in the near future. In the meantime, our Maintenance team have implemented a scheme to ensure we continue to improve the standard of our products and services This includes the re-painting of some bedrooms as well as carpet change in our public areas. Despite the concerns raised, we do hope we will get the chance to better serve in the near future. Kind Regards,

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Mercure
This hotel looks ks much better on the inside compared to the outside. Nice location next to the river.
Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 25 Jun 2022
Dear Brian, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated. We hope we will get the chance to welcome you back for another pleasant stay in the not too distant future. Kind Regards,

10/10 Excellent

J

Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 25 Jun 2022
Dear J, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated. We look forward to welcome you back in the not too distant future for another pleasant stay. Kind Regards,

2/10 Terrible

Claire

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 25 Jun 2022
Dear Claire, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are sorry to read on this occasion we did not meet your expectations; please allow me to express my sincerest apologies. We hope we will get the chance to better serve in the near future. Kind Regards,

8/10 Good

Aaron

Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 25 Jun 2022
Dear Aaron, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to see you have enjoyed your stay here with us and the overall rating is highly appreciated.. We hope we will get the chance to welcome you back in the not too distant future. Kind Regards,

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Welcoming staff
Staff were really helpful and welcoming. Bit strange to have security guards in the hotel.
Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 25 Jun 2022
Dear Guest, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We are pleased to read the staff were helpful and welcoming and please rest assured this will be shared with the teams as I'm sure it will serve as an encouragement. We look forward to welcome you back in the not too distant future for another pleasant stay. Kind Regards,

8/10 Good

Norman

Business traveller
Liked: Cleanliness, staff & service, room comfort
Scruffy
Rooms not bad but the could do with a tide up in bathrooms. The whole building needs printing.
Stayed 1 night in Jun 2022
Response from Laura C. Guest Relations on 16 Jun 2022
Dear Norman, We at Mercure London Staines appreciate you taking the time to review your stay here with us. We appreciate your feedback and the overall rating is highly appreciated. We are pleased to confirm we have been earmarked for a refurbishment in the near future and in the meantime, our Maintenance team have implemented a scheme to ensure we continue to improve the standard of our products and services. Despite the concerns raised, we do hope we will get the chance to welcome you back in the not too distant future. Kind Regards,