Mercure St Helens

Ikke helt fornøyd med renhold. Slitent hotell, særlig badebasseng.

The wardrobe can be improved

The car park is a nightmare, I could only park my car in 50% of the parking bays due to tree bases and high kerbs. How designed it?!??

Area around the hotel is very run down.

Nothing

Months before my arrival I emailed the Mercure to see if early check-in was available as I was attending a super league match at the nearby Brewdog stadium, and was told nothing could be guaranteed but that it may be possible on the day. There was no mention of any additional fee. When I arrived at 2.15pm (check-in is 3pm) I was told the room was ready but that I could not access it unless I paid an additional 10 pounds as an early arrival which I found to be very poor service and not something I had experienced before.
It should also be noted, that while the hotel advertises free parking there is a requirement to complete your details on a "parking platform" within the hotel. I'm told there are signs advising of this around the hotel (which I apparently missed in my haste to check-in) but it is not covered in any of their correspondence and I was not advised by reception, although I was asked to fill out a form with my car registration details. This resulted in a parking fine, which has now been rectified by the hotel, but again, is a lack of attention to service.

Prefer walk in shower

There's nothing i can say I disliked

The customer service is zero.

Before my arrival, I contacted the hotel by phone and message to explain that both my daughter and I have a skin condition, and therefore we require a clean room with properly maintained bed sheets. I was assured that housekeeping had prepared the room accordingly.

However, upon entering the room, I immediately noticed dust particles on the carpet near the fridge and mirror. I contacted reception, and someone came to clean it.

Later that evening, at around 21:00, when we went to bed, we discovered that the bedsheet and duvet had a very unpleasant smell. I also found housekeeping items left underneath the bed, and the table lamp was not working. I called reception, and the staff member who visited the room acknowledged the smell and the items left behind. She said she would send fresh bedsheets, but no one came that night.

As a result, we were forced to sleep on the same bedsheets, which was extremely uncomfortable and unacceptable given our health condition. At 4:00am, I spoke to the night team, who informed me that they had not been told about the issue. In the morning, the reception team stated that they would change the bedsheets when they had time after preparing rooms for new check-ins, which is not an appropriate response.

This situation raises serious health and safety concerns and reflects a lack of professionalism. It has caused significant discomfort and distress to me and my family, and we were unable to sleep properly due to the conditions.Next morning we went for breakfast and found contamination of food.