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“The definition of excellent service”

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Mercure Southampton Centre Dolphin
Ranked #21 of 24 Hotels in Southampton
Wolverhampton, United Kingdom
Level 5 Contributor
48 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“The definition of excellent service”
Reviewed 31 March 2014

We have just returned from a long weekend staying in the Dolphin and we were extremely favourably impressed by the level service provided by the staff who could not be faulted in any way.
There is no air conditioning as this is an old hotel which is listed, so there is no possibility of alterations to the building. That said, the room we had was comfortable and clean.
The restaurant isn't cheap but the food was excellent and the same high level of service that we had in the hotel was also reflected in the service here.
If we ever return to Southampton we will be unlikely to search for an alternative as the Dolphin ticks all the boxes

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Sexagenarian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 1 April 2014
Thank you for taking the time to review your stay with us here at The Mercure Southampton Centre Dolphin Hotel.

We are delighted to read you enjoyed your stay and in particular received good level of service from the team.

Really pleased to read that you would choose to stay with us again and we look forward to welcoming you back soon.

kind regards

Neil Brailsford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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Traveller tips help you choose the right room.   Room tips (376)
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English first
Cardiff, United Kingdom
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 29 March 2014

We had booked into the hotel on March 25th because I was attending a course there the following day. I had called to enquire about a room stressing that it needed to be lovely as it was my fortieth birthday. I was prepared to book somewhere else but the receptionist told me they had a newly refurbished suite that we could have at the rate of a luxury double room. When we arrived the receptionist was very friendly and the room was nice enough, although not what you would imagine by the term ‘suite’. There was significant road noise coming in from what I assumed was an open window but I discovered that there was no sound proofing and the single glazed windows let in every noise from the busy road below and the regular planes that fly overhead. Our outlook was of a lap-dancing club and rundown buildings covered in graffiti. On the bedside tables earplugs had been provided for those who did not like the sound of ‘city life’. This had not been mentioned at the time of booking. Within the bathroom one of the toilet rolls had been half used and the other had a patch of wet on it. We were moved to another room which was nicely done but small and claustrophobic. We asked to be moved again – by now my birthday was becoming spoilt – and were shown a budget double which was very basic with a zip link bed (below premier inn standard) but it was quiet and of an okay size. The manager was very courteous and left a birthday card in the room along with a packet of coconut ice and a voucher for drinks. Unfortunately the voucher was for a small glass of house wine which I left as it was of a very poor quality. We were very disappointed not to have the suite or luxury room that we had wanted for what was a special birthday and ensured we were out of the hotel for as long as possible. Breakfast was of a good quality and plentiful. When we went to check out the manager attempted to charge us for breakfasts and car parking. When we pointed out that we were actually expecting a discount as we’d been put into a basic double having paid for a suite he said that ‘as a concession’ he wouldn’t charge us for breakfast or the £5 car parking fee. I stated that I was not happy but as I was due to attend a training event at the hotel I couldn’t take more upset by arguing my case. When I mentioned what had happened to the course leader she commented on how noisy she had also found the hotel. The noise did not stop during the morning of the training event I attended either as another group had been put into an adjacent room and the noise carried through into our own making it difficult to hear our speaker and impossible to hear any questions from delegates. To be fair, the lunch that was provided was delicious although it was served 20 minutes late. Overall, if you want to stay here, the staff are courteous but do not expect any kind of refund if you are unhappy with the service or accommodation. I still cannot believe we paid £120 for a budget room and only received a drinks voucher and breakfast/car parking as compensation for two room moves, being put into an inferior room and a ruined birthday. Many of the rooms are noisy and the basic double rooms certainly cannot compete with Premier Inn which is where I wish we’d stayed!

Room Tip: Make sure you check whether the room is facing the front of the hotel or not as these are very noisy...
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Beth C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 31 March 2014
Thank you for taking the time and trouble to post a review on trip advisor, following your stay with us last week here at The Mercure Southampton Centre Dolphin Hotel.

I am very sorry to read you were disapointed with your stay for which I sincereley apologise. David who you dealt with during your stay kept me updated with the actions he was taking to address your concerns and I am sorry to read your felt these steps were insufficent.

As with all customer feedback we receive your points will be addressed to help us evaluate and look at ways in which we can improve.

Thank you again for your feedback.

Kind regards

Neil Brailsford
General Manager
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Travellers are raving about these Southampton hotels

St Helier, United Kingdom
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 24 March 2014

The hotel is very comfortable and the staff extremely helpful and caring, especially all the Reception staff.The location is ideal for the centre of Southampton and the Town quays for the Isle of Wight.

  • Stayed March 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
1 Thank Shirley B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 25 March 2014
Thank you for your feedback following you recent stay with us here at The Mercure Southampton Centre Dolphin Hotel.

Delighted you enjoyed your stay I will ensure your kind words are shared in particular with the reception team who will be deligted as they work very hard to ensure our guests are well looked after.

We look forward to welcoming you back soon.

kind regards

Neil Brailsford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Surrey
Level 6 Contributor
203 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 123 helpful votes
Reviewed 24 March 2014

We stayed at the Dolphin for one night only. Were able to leave our car there for 12 nights whilst we went on a cruise. Had bed, breakfast and a taxi service to and from Hotel for £159.

Not a cheap hotel by any means but it is a very nice one! With a lot of history, Finding the Hotels car park is difficult the first time though!

the staff are exceptionally friendly and helpful. The breakfast was perfectly fine too.

Room Tip: Ask for a room in the Hotel itself and not in the courtyard block.
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank oldbiddySurrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 25 March 2014
Thank you for choosing the Mercure Southampton Centre Dolphin Hotel for your park and cruise package.

Really pleased to read you enjoyed your second stay with us and I will be sure to share your kind words with the team, who will be delighted.

We look forward to welcoming you back soon.

Kind regards

Neil Brailsford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Buckinghamshire, UK
Level 3 Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 24 March 2014 via mobile

Lovely clean hotel....safe parking...staff are helpful and friendly. ..food is amazing...easy access to everything around as very central......was told due to being in the town it would be noisy but it wasn't.....thoroughly enjoyed our stay thank you x

Stayed March 2014, travelled with friends
Helpful?
1 Thank Jax1212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 25 March 2014
Thank you for choosing to stay with us here at The Mercure Southampton Centre Dolphin Hotel for your weekend break.

Really pleased to read you enjoyed your stay and we hope it will not be long until we have the pleasure of welcoming you back.

Kind regards

Neil Brailsford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level 3 Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 24 March 2014

Lovely hotel stayed here with my partner and young daughter was very pleased wonderful room nice breakfast and friendly helpful staff very pleased indeed very helpful and amazing customer service from the guy on front desk thanks again!

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sarahhutch1989
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 25 March 2014
Thank you for posting your review on trip advisor.

Really pleased to read you and your family enjoyed your stay with us and I will ensure your kind words are shared with the team and in particular David on the front desk.

We look forward to welcoming you back to the Mercure Southampton Centre Dolphin Hotel very soon.

kind regards

Neil Brailsford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Greater London, United Kingdom
Level 6 Contributor
338 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
Reviewed 23 March 2014

I stayed at Mercure Dolphin while attending a seminar at the Oceanography Centre. It's a historic hotel in the middle of Southampton old town (the little of it that is left).
My room was in the annex at the back of the main building and was quiet, modern and very comfortable (I think it was an Executive room) and just 20 steps away from the hotel parking.
I tried the restaurant only once and though it was a bit empty staff was very friendly and food was good.

Room Tip: I did not see rooms in the main building but I can recommend rooms in the annex
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  • Stayed March 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank P E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NBrailsford, General Manager at Mercure Southampton Centre Dolphin, responded to this review, 24 March 2014
Thank you for taking the time to review your stay with us here at the Mercure Southampton Centre Dolphin Hotel.

Really pleased to read you enjoyed your stay and will ensure your kind words are shared with the team.

We look forward to welcoming you back on your next visit to Southampton.

kind regards

Neil Brailsford
General Manager
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 Southampton Centre Dolphin

Property: Mercure Southampton Centre Dolphin
Address: The Dolphin 34-35 High Street, Southampton SO14 2HN, England
Phone Number:
Region: United Kingdom > England > Hampshire > Southampton
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#7 Luxury Hotel in Southampton
Price Range (Based on Average Rates): £
Hotel Class:4 star — Mercure Southampton Centre Dolphin 4*
Number of rooms: 99
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 
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Also Known As:
Mercure Southampton Centre Dolphin Hotel Southampton
Southampton Dolphin Hotel

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