Mercure Dartford Brands Hatch Hotel & Spa

Personal hat kein Interesse

nothing

The reception sent me to the wrong side of the hotel which meant I had to, unnecessarily, lug a very large heavy suitcase up 2 extra flights of stairs. In the room the bottles of shower gel, hand wash and shampoo were empty - we asked twice for them to be filled, but they were left empty over the 2 days. We were just given a bottle of shampoo by a receptionist and very small, half full, vial of shower gel that had obviously been left by a previous guest. On the first night the room next door was extremely noisy. We told reception at 1 am and 3 am, explaining that my husband was racing the next morning and could do with some sleep. Both times reception said they would have a word, but nothing was done. Luckily the people in the next room didn't stay the second night. In all fairness to them, most of the problem was the fact that there was an adjoining door - which must have been made out of something like balsa wood - provided no soundproofing at all. You could hear everything the people were saying and as the TV, which was on until after 3 am, must have been positioned near to the adjoining door - it was like the TV was on in our room. The shower leaked all over the bathroom floor, turning it into a paddling pool, and as there was no working extractor fan to help dry it out, it remained a slip hazard for most of the stay. Finally, consumables like tea, coffee and milk were not replenished on the second day either.

We wanted to eat in the restaurant but they were so understaffed that we only managed to share a starter and after waiting for 2 hours we cancelled the order for our main meal. We had a bottle of the cheapest wine which we felt was very expensive.

The staff in the restaurant were unorganised and chaotic. Wandering around with food and not knowing whose it was. Taking a very long time from ordering to receiving the food and not receiving all of the food at the same time. No air conditioning or fans in the communal areas, bars and restaurant as it was exceptionally hot. The premium room we had was very tired and needs refurbishment. Wallpaper falling off the wall, very stained carpet and a mattress/bed that needs replacing.

The cleanliness was genuinely awful. When I entered the room, there were stains under the sink, and one of the beds was stained. There was an unbelievably disgusting mucus stain on it. On the first day, I walked in and immediately walked back out and told the cleaner, you please change this stained bed? I found it like this. She told me that today wasn’t a cleaning day. I actually had to show her how badly stained the bed was. Anyway, thankfully she changed it and left. no hot water on shower. room cold heater not working they give radiator.

Other than that, until the third day, I didn’t receive or see any cleaning service at all. I went to reception and asked about it. On the third day, the lady at reception told me that you need to book the cleaning service; otherwise, you won’t get any cleaning at all. I was very surprised.

On two nights during my stay, someone came in the middle of the night, knocked on my door, and ran away. As a solo traveller, it was a terrifying experience.

Communication was very poor

Car park charge. Should be included in the room price

On the Sunday night of my two night stay the restaurant staff were so under pressure because of short staffing that, although we ate early, our meal took an hour to arrive. When it did, my Caesar Salad was just lettuce with caesar sauce. If I hadn’t had the chicken as an extra, that would have been it. This was a shame as the meal we had on the Saturday night was excellent. A proper Caesar salad should have romaine lettuce leaves, croutons and a dressing of lime or lemon juice, eggs (or egg yolks), Parmesan cheese, black pepper, olive oil, garlic, anchovies or anchovy paste.
Although this is a reflection of the restaruant’s chef, it does also reflect on the hotel.

The bar closed to early ,would have liked the staff to tell us so we could have got one last order in. I like eggs with my breakfast couldnt see any.

The receptionist (Leah) had a great attitude and helped with a table and chair for my room.

Non working air con, window only opened about 2 inches. Generator outside of the window that ran intermittently all night, Lorry’s delivering goods from 6am. Moth eaten carpets

Tea making facilities were poor, milk had gone off and only a few teabags
Ordered a cream tea for the next day but had not been ordered
Having to pay £20 parking to stay at hotel

Outside seating area could have been cleaner.
But i understand due to limited staff and extremely hot temperatures this may have contributed to that?

Bar staff not friendly, pool table broken, air conditioning was absolutely shocking and empty shower gel and shampoo in shower. Room Card stop working on first night.