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“Some good points, but really not very good”

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Mercure Chester North Woodhey House Hotel
Ranked #1 of 1 Hotels in Little Sutton
Swindon
Level Contributor
51 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
“Some good points, but really not very good”
Reviewed 25 August 2014

I stayed here with my family for two nights over the bank holiday weekend.

On arrival, my card key did not open the room, so whilst everyone else, tired and irritated after a long journey, waited outside the room with bags and suitcases, I went all the way back to reception to have it re-programmed, this being possibly the furthest room from reception meant a long walk there and back again. I noticed that the room number on the envelope had been scribbled out and a new one written in its place, so presumably this room change had not been updated on the card. Sloppy. Not a good start!

On entering the room, the first thing we noticed was the extremely loud noise coming from the kitchen fan which was unfortunately situated right underneath our window. Clearly, it had a faulty bearing and has not been maintained properly. I mentioned this at reception, and was told it would be turned off at 10.30pm which is was. What they didn't mention is the loud birthday party and disco which went on into the early hours of the morning and disturbed half of the hotel.

I was awoken to the noise of the fan starting up again each morning at 6.30am and it sounded like a helicopter hovering outside the window. Please fix this, or try sleeping in the room yourself!

The overall impression of the hotel is that it is very run down, requiring some basic attention (e.g. external repairs and painting) and staff training. The feature tower clock being stuck on five minutes past five is a rather sad indication of the state of affairs. The grounds and location is also very uninspiring, with nothing of great interest within walking distance.

The evening meal on the first night was a farce. We sat at a table for four and noticed that everyone else had bread rolls, but we only had plates with crumbs from where someone else's bread rolls had been. A waitress asked us to move tables. When we asked where we should move to, she ignored us, so we moved anyway. Later, others from our group sat at our original table and apparently, this was no problem for them! Service was extremely slow and it was obvious that many of the staff had no training. They tried their best, but the service was awful. The food was also not good. The plates were stone cold, and my food placed upon it was similarly very cold due to the combination of cold plates and being served last. The vegetables were served raw.

I bought a round of drinks from the bar and couldn't believe the price for a lager and two small cokes. This is London nightclub prices!

There were some good points. All of the staff were pleasant and helpful. The room was large, clean and recently refurbished. The Wifi was free and reasonably reliable although not very fast.

Breakfast was a buffet and very good. Some popular items e.g. fried egg and bacon ran out at times, but was quickly replenished. Unfortunately, on the second morning, the soft cheeses had obviously not been refrigerated and were warm and sweaty.

The evening meal on the second day was much improved.

The pool was OK, although towels were not available (the literature stated they would be provided). The toilet doors did not lock, neither did the lockers, so we had to leave our clothes by the side of the pool. The sauna was good, but the steam room did not work at all. Many of the showers did not work or were cold.

I would not recommend this hotel.

  • Stayed August 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
Thank robertsladeuk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 26 August 2014
Thank you very much for your review please accept my apologies for the loud music we are following this up with the external provider directly.
Clearly we still have further work to do with our newly recruited members of the team which will continue. Painting of the outside of the hotel is due to start at the end of September, October.

Jeff
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Value
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English first
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 25 August 2014

On arriving at the hotel although we had problems with the booking the staff were very helpful and accomodating. The rooms were clean and full of little extras. The spa facilities desperatley needed updating and we were disappointed we were not informed about the broken steam room. Slept very well and comfortably however. We ate at Cafe India which was a short drive, we had a lovely meal and enjoyed are evening there. Breakfast was sparse however staff were willing to bring us what we needed. Served a purpose of good location for us.

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nikki B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 26 August 2014
Thank you very much for your review please accept my apologies for breakfast not being up to our usual standard.

Jeff
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dudley, United Kingdom
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 24 August 2014 via mobile

Literally just checked out of this hotel and in the car on our way home. After such a disappointing stay felt id put the review up as soon as possible.
We arrived on Friday 22nd and checked in staying for 2 nights on an all inclusive deal. The receptionist was really friendly and informative and gave us the relevant info. We stayed in room 212 which seemed quite far away from reception however this didn't bother us as we expected that it would be quiet, oh how wrong we were.
We booked in for dinner at 9pm the restaurant was really quiet and we were seated almost immediately. Prior to this we'd been to the bar for a drink which was included on the all inclusive basis. Once seated at dinner we were informed of the dishes that weren't available and given menus. We made our choices and the food as well as the service was great.
Breakfast the following morning was again very good. We were seated, asked whether we wanted tea or coffee and told to help ourselves to the buffet. There wasn't a massive choice however there was enough and it was replenished several times.
We travelled to Cheshire oaks for the day which is only about 8 miles away so missed out on lunch. It was that evening that the hotel went down significantly.
We booked dinner again for 9.00pm and decided to have a drink in the bar first. Despite there being 5 people behind the bar and only myself waiting to be served i still had to wait as there were two "gentlemen" and I use that term loosely, talking to the girls behind the bar which they obviously found so flattering they couldn't possibly do their jobs. These "gentlemen"
Were having their drinks charged to one of the bar staffs rooms which she jokingly informed them was room "69" on being served I had to explain what a rose spritzer was.
We went into the restaurant and it took a while to be seated despite the place only having around 3 other tables occupied. We didn't have menus bought to us as the waitress said "I can't find any". Another waitress bought us a jug of water because she'd bought it for another table but they'd already had some. We said we'd have it but had to ask at least twice for some glasses. We asked for bread which was finally bought to us after around half a dozen times of being asked. I never even attempted to order drinks as I thought it would challenge the inept staff too greatly so went to the bar myself. There were plenty of staff around at one point there were 4 of them setting a table of only 2 places. Hardly rushed of their feet. I won't complain about the food as when we finally had the opportunity to order it and have it bought to us it was very nice.
It quickly came to our attention that there was a 60th birthday celebration going on and the noise was unbelievable. We went to our room at 11pm. We could hear the music word for word everything that the DJ was announcing and even people's names!!! We expected this to quieten down at around midnight. At 12.50 when it now appeared to be karaoke my mom decided to dial reception which took around 10 minutes to be answered. The call was continually disconnected, thankfully it wasn't an emergency. When the call was finally answered we were apologised to told we should have been informed of the function and that it was finishing "right now"
It carried on till around 01.30. Then every song that was played the DJ was telling the crowd it was the last one he was also instructing everyone to be louder!!!
We came down to breakfast this morning after not a great deal of sleep. There were 2 occupied tables and it was well before breakfast closes at 11am. We were seated and told it was a buffet. No tea or coffee was offered, we asked and the majority of the breakfast servers were empty. We had to ask for almost everything. Yet the day before it was being replenished constantly.
My mother and I go away for weekends once a month and I can honestly say this is the worst experience we've ever had. We had booked a late check out but left well before as we couldn't wait to get out of there. On check out it was the same receptionist we'd booked the late checkout with. She asked why we weren't taking advantage of it and we told her of the appalling noise from the night before. All we were met with was "well I wasn't on last night".
Just a total disgrace. Will never visit this hotel again or any that are in the same group.
Seems to be kids running the place which are too lazy and frankly stupid to offer any kind of service. If you are thinking of going here I would steer well clear and I will be informing the booking agent as well as looking into the entertainment and licensing laws.

Stayed August 2014, travelled with friends
Helpful?
2 Thank Sammy R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 28 August 2014
Thank you very much for your review please accept my apologies for the loud music we are following this up with the external provider directly who is not our usual supplier.
Thank you also for your kind words about some of the team, I am sure our newer members will soon be as good as them!
I am glad you enjoyed the food I will pass your comments onto the chef.

I do hope you will give us the opportunity in the future to show you that this is not our usual standard.

Kind regards

Jeff
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Little Sutton hotels

London, United Kingdom
Level Contributor
40 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 23 August 2014 via mobile

Service and management were excellent. The General Manager was fantastic, one of the best I have come across in any hotel stay. However the hotel itself needs a refurb. Even painting the outside walls would help, they are peeling. First impressions etc. The rooms were fine and the bathroom was good. The breakfast wasn't great.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ljpeas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 25 August 2014
Many thanks for your kind words, I can advise we are having the outside painted in October.

Kind regards

Jeff
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Preston, England, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 21 August 2014

went here for a couple nights break for wedding anniversary went on a all inclusive internet deal so what not expecting too much, staff were very friendly helpfull,1st class service from a 3 star hotel very impressed

  • Stayed August 2014, travelled as a couple
    • Value
    • Location
    • Service
Helpful?
1 Thank 452keith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 25 August 2014
Thank you very much for your review and a happy belated wedding anniversary to you !

Kind regards

Jeff
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rotherham, United Kingdom
Level Contributor
13 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 19 August 2014

We returned home on Sunday from a 4 day break, staying at the Woodhey House hotel for 3 nights. Check in was smooth, Karen on reception was a pleasure to chat too, creating a warm welcoming atmosphere. The room 123 was very dark, which was a bit disappointing, heavy overhaning trees blocked all of the natural light, but on the plus side, it was very clean and quite a good size, I suppose if the lack of light had been such a huge issue to us we could have asked to be moved, but didn't intend staying in the room for too long. The bathroom had a bath and shower which was good, particularly when I had been tramping round Chester all day, a nice soak was just what I needed, toiletries were provided too.
The pool and spa are both worth a visit.
Food was good, plenty of variation. Breakfast was a bit slow at refilling but that is being addressed, the staff are very obliging if you want something which isn't out ask for it and they will do everything to provide it.
The hotel is approx 20 mins walk from the village of Little Sutton, (turn left out of the hotel, left again onto main road, left when you come to the main crossroads and carry on walking down past the housing estate). fabulous Thai resteraunt which looks very drab from the outside, but is a little gem when you go upstairs.Food was gorgeous. turn left at the crossroads into the centre, drop in at the Red Lion, live bands playing, thurs/fri/saturday and a very clean pub.
I would reccomend the Woodhey house hotel, it is defintley the staff that make it such a pleasant place to stay, special mention to Karen on reception and April, who seems to work 24 hrs a day, keep smiling ladies you make a difference. : ))
A nice patio area would be an asset, there is ample parking, so taking off a small corner for a patio area would not be detrimental to the hotel.

Room Tip: Wifi is bad throughbout the hotel as is receiving calls and texts. Ground floor back rooms are sheil...
See more room tips
  • Stayed August 2014, travelled as a couple
    • Value
    • Location
    • Service
Helpful?
Thank Andrea F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm-woodhey, General Manager at Mercure Chester North Woodhey House Hotel, responded to this review, 25 August 2014
Thank you very much for your review

Jeff
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mercure Chester North Woodhey House Hotel

Property: Mercure Chester North Woodhey House Hotel
Address: Berwick Road West, Little Sutton, Ellesmere Port CH66 4PS, England
Region: United Kingdom > England > Cheshire > Ellesmere Port > Little Sutton
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Little Sutton
Price Range (Based on Average Rates): £
Hotel Class:3 star — Mercure Chester North Woodhey House Hotel 3*
Number of rooms: 75
Official Description (provided by the hotel):
The Mercure Chester North Woodhey House Hotel is situated in quiet rural surroundings, yet is only minutes from Junction 5 of the M53 and the major motorway network. Located halfway between Chester and Liverpool (with North Wales a couple of miles down the road), the Mercure Chester North Woodhey House Hotel is an ideal base for both business and leisure. All standard rooms have en-suite bath and shower, Freeview Channels, Internet access, Hairdryer, Trouser Press and complimentary tea and coffee making facilities. ... more   less 
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Also Known As:
Woodhey Hotel Chester
Mercure Chester North Woodhey House Hotel Little Sutton, Cheshire, UK

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