Mercure London Staines Upon Thames Hotel

Really nice location but it's old and feeling it! Carpets dirty poor condition, room smells but It's a good size. Overall disappointing as it looks good in the pictures but they were obviously taken a few years ago.

Staff were really helpful and welcoming. Bit strange to have security guards in the hotel.

We needed a place to stay 3 nights after arriving from Dublin as we knew we weren't going to be spending much time those 3 days with things to attend to in London. We only chose this hotel based on its location between Windsor and London, and claims that the hotel was being upgraded. There was what appeared to be a reasonable offer for B&B for 'pay now' rates, and photos showed amazing river views. The rooms seemed to have been refurbished, so we decided to give the hotel a go thinking the bad reviews were a thing of the past. Two employees stood out for us; genuinely kind and helpful throughout our 3-day stay, namely Yasser and Anna at reception. What could go wrong, we thought. Reception when called kept giving excuses for not being able to call us a taxi. After 2 harrowing hours attempting to get a taxi from Heathrow, we arrived at about 10pm at this Mercure hotel. Laura at reception was kind and we asked about food places around. We thought we could order from the room another time, but were told that local calls from the room will be charged. All food outlets were soon to close we were told, so we opted for a Turkish food delivery. Food would not be sent up, but we'd have to get it from reception. There are no elevators in the hotel and it is like going around a maze to get to the various rooms. The room had what we needed surprisingly, but was tiny, and had a tiny window. Air-conditioning was non-existent. An hour of waiting for the food and nothing. The guy that had taken over at reception was unhelpful, saying her knew nothing, but to wait. We realised at 3am that nothing was coming. A bad start. Daylight revealed the true state of the hotel. There appeared to be minor attempts at repair work here and there. The carpeting is horrid. Only one corridor among the maze of them had new carpeting. The old building structure is in fact very beautiful but has been allowed to fall into a state of disrepair. Something unsettling we observed was that they had young people seated at the ends of corridors appearing to be plain-clothed security personnel. Breakfast was surprisingly passable/acceptable, but we found that there is a cook rather than a chef. I don't think lunch or dinner is served anymore. The breakfast restaurant was by a beautiful river. We hoped this would redeem the bad experience. Refugee parents and children in school uniforms seemed to be coming in for breakfast in the same room. They are living there long-term we soon found out. We believe some hotel owners would be leveraging on the refugee situation to gain business. Shouldn't guests be notified? Can't believe this is a Mercure hotel. It was priced like a Mercure, but was not good value. Highly doubt we would return.

Spent new years eve at this hotel with my boyfriend. Called in advanced and told them it was an occasion and the hotel organised a room upgrade with river views, and also dressed the room. Dinner was average however the service and staff were very friendly and made up for the lack of flavour in the food. Breakfast buffet was again good but nothing special. The service, atmosphere and location of this hotel is 5* however food and a little modernisation would give the hotel some wow factor.

Are you having having a laugh....this isn't a hotel.... Just to be clear....we (8 friends...4 couples) were supposed to be staying here because we booked a murder mystery evening (2 years ago whixh has Ben postponed several times due to Covid) with dinner etc and this was the venue. We also knew that this was a 3 star venue and accepted this as we were only going to be here for the 1 night However, when we arrived at the hotel, it became obvious that it was not being used as an ordinary hotel and it was clearly not as represented on its website!! Firstly and foremost, the rooms look nothing like the pictures on the advertised website. The rooms were shabby (to be kind), run down, and felt dirty (there were 4 couples in our group and none of use thought it a fit place to stay!). The number of stars is about facilities of a venue nd not about the whether ot not it is actually a fit place to sleep. Secondly, there were security guards (or something similar) all over the hotel. These 'guards' were instructing other 'guests' to stay in their rooms as they know they were not allowed to be out! Thirdly, when we asked the management about the state of the rooms and the 'conditions' under which the 'hotel' operated, we were told that we should have been informed by the murder mystery company that we booked with thatbthwy had 'long term" guests. This is probably true, and the fault with our booking does lay with the murder mystery company, as if we knew this was the state of the so called 'hotel' we would not have booked with them. However, it cannot be denied that this 'hotel' is either a Covid quarantine hotel, or a stopover for asylum seekers and it has been left to fall to complete ruin over the past 2 years. So...if you are thinking of staying here.....don't.

Very friendly and welcoming but sadly the hotel needs updating and refurbishing. Dated decor and in need of a complete refresh.

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.

It’s an old hotel that’s in need of TLC and refreshing of rooms. Staff were very young and lacked that warmth and level of expertise I expect when paying money to stay in a hotel. Food wasn’t great either. McDonalds has better presentation of its burgers! Would not stay again unfortunately.