Stayed here from the 28th Oct, for a weekend break and some shopping. On arrival our room was not available, so we left our bags with reception and went shopping. On first impressions the hotel looked nice.
We came back and checked in with no problems, went to out room and the lift had a funny smell same as the corridors (smelt like feet mixed with a new carpet smell).
The room was a reasonable size, the cleaning is not up to standard. The bathroom was not very clean, bathroom tiles had mildew and was dusty. The bathroom light did not work so we had to make do with the small light from the mirrior. The shower head had limescale and every time you turned it on it would first splash out of the bath then return to normal.
I called reception to request 2 extra pillows (we had to use 3 pillows each to make a standard sized pillow). We also informed reception that the bathroom light was not working, spoke to a lady called Anna or Anja, who informed us that this will be fixed, as well as get the pillows.
We waited for the pillows and nothing arrived, as we were going out for dinner, we left assuming that all will be fine when we come back. (On our return either of the things we had requested had been done)
I purchased internet for 24hrs, and forgot to write the login in number down, so i called reception to ask if there was anything they could do, or if i could use their internet to access my emails as the confirmation had been sent there.
The night porter (i think) answered and as he couldn't understand what i wanted he put me on hold to ask someone. Whilst i was on hold i could hear Craig (the duty manager reprimanding him,as he had messed up some PQDs and that he was creating more work for him). I could hear the night porter trying to explain that he had a customer on the phone and Craig was just interested in the PDQs.
Eventually Craig came on the phone, i explained the situation and he infomed me that there was nothing he coild do to help me, and they didnt have internet access to private email addresses. He informed me that as Cloud (the internet provider) were a 3rd party company, it was not their porblem if anything happened with the internet purchased. I informed him that i was very dissappointed by this, and that as a 4star hotel they should have provisions on how to solve problems for guests regarding the internet, as i was sure that they are getting some sort of commision for all internet access purchased.
Craig gave me a telephone number to call, and informed me that they might be closed so i might have to wait until the morning to speak to someone. I explained to him that this would mean i only would have had the internet access for 3hrs instead of 24hrs. Once again Craig said they was nothing he could do it that.
I called the number he gave me and i retrieved an emergency out of hrs number. I called this and the representative from Cloud, proceeded to give me my login in details. (I feel that Craig could have done this, but he was not interested, and considering that my phone was roaming i was not very happy.
We still did not receive the pillows requested neither did the bathroom light get fixed. We went into the bar for a drink, and was very shocked to be charged £7.50 for a JD&coke and a small lemonade. We were not as shocked as another guest who was charged £2.50 for a soda water with a dash of lime!
We eventually got our extra pillows, but this was only because we saw the housekeeper in the corridor and asked her for some.
We had dinner for out last night, and when we went to order i was told that the meal that i wanted was not available( this sgould have been told to us before we had looked at the menu)
Cannot fault the waitress, the service she gave was excellent considering that she was new. She was running around on her own and the other waitress was not helping her as she was busy talking and joking with other staff (2 managers/supervisors, bar man and chef)( i think the 2 were managers/supervisors and they had suits on and walked around trying to look important without actually doing anything sufficient).At no point did 2 managers /supervisors ask her to help the other girl. Although the restaurant was not full and the other waitress was managing, i found this very unprofessional
If they were not busy they could have given the other waitress a job to do,(like cleaning the mirror in the restaurant near the air con, as well as wiping the walls, as they had streaks on them as if water had been running down them.
Checking out was fine, as our flight was late we left our luggage with reception and went to do some last minute shopping.
On our arrival to collect our luggage, we were shocked to see that they were still where we left them. I proceeded to take my luggage a put some more items in my suitcase (at no point during this did the receptionist challenge me as to whether they were my bags) so much for security.
This hotel is in the perfect location, and is being let down by the service and cleanliness. The management need to look at this if they want to maintain their 4star. Although the hotel has been refurbished, it is being let down by the level of service the staff are giving and the standard of cleaning.
- Official Description (provided by the hotel):
- The Mercure Southampton Centre Dolphin hotel is a stunning Grade II listed 4 star hotel located in the heart of Southampton - offering a modern and contemporary feel, while maintaining its traditional appeal. Perfectly located to explore the historic old town and walls, extensive shopping centre within walking distance and the perfect place to stay before and after your cruise with park and cruise packages available.Free Wifi available throughout the hotel.Privilege rooms now available. On site car parking available however there is a charge for this service. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with ACCOR, Booking.com, Odigeo, Lastminute, TripOnline SA, Expedia, Hotels.com, HotelsClick, Cancelon, Evoline ltd, Ebookers, 5viajes2012 S.L. and HotelQuickly so you can book your Mercure Southampton Centre Dolphin reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Mercure Southampton Centre Dolphin Hotel Southampton
- Southampton Dolphin Hotel