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“Great rooms but poor staffing and organisation”

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Mercure Stratford-Upon-Avon Shakespeare Hotel
Bristol, United Kingdom
Level 2 Contributor
7 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Great rooms but poor staffing and organisation”
Reviewed 2 December 2011

I stayed here with my wife after a friend's wedding. A group of us had booked five rooms.The hotel was kind enough to let us check in late, after the reception. However, despite calling them on the morning of the wedding to check and confirm everything on arrival they had overbooked. Consequently some friends of ours had to find another local hotel...at midnight. This was handled rather badly by the staff who got in to a real flap, verging on aggressive.

The next morning we had to wait 20 minutes for some food, and even then it was very little and nowhere near enough for the countless people waiting for breakfast. Complaints from lots of people were coming in thick and fast. Frustrating experience, and, despite my sympathy for the front line staff who endured a lot of complaints, this is clearly a hotel that is very badly managed.

Our room was spacious and comfortable, and the building exudes history and character. However this wasn't enough to make our stay a particularly happy one.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank One_Small_Baileys
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 3 December 2011
Dear Guest,

Please allow me to express my sincere apologies for not meeting your expectations during your stay with us.

We are currently finalising our ground floor refurbishment and our second restaurant is being totally changed whereby we re-instate an old entrance, a bar has been installed and we will have all new furniture with a bespoke dresser for our breakfast buffet.

Subsequently this restaurant could not be used for our breakfast service. I am sorry that you have experienced this delay.

With regards to the overbooking, I would like to point out that was a mis-understanding between the organiser and our reservations office and we have been in constant communication to help resolve this situation.

We appreciate your feedback, and I hope that you will give us the opportunity to welcome you back to the Mercure Shakespeare Hotel and to provide you with a genuine hassle-free experience.

In order to restore faith in the hotel I would like to offer a complimentary upgrade to our executive rooms when you book with us and a free bottle of wine upon arrival. Please contact me on h6630-gm@accor.com to make the necessary arrangements.

Yours sincerely,



Marnix Teeken
General Manager
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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (373)
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A TripAdvisor Member
Reviewed 30 November 2011

We were happy with the hotel. The location and the way it fit into the atmosphere of the town particularly with the christmas decorations was fantastic. The staff were helpful and friendly though service at breakfast time was very slow even though the dining room wasn't full.
We had two rooms, one of which was disappointingly small. We realise that Stratford prices are quite expensive, even though, we felt the price of the rooms was over the top. Having said that, we would stay again.

  • Stayed November 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 3 December 2011
Dear Guest,

Thank you very much for your feedback and kind comments. I will share these with the team.

We are currently finalising our ground floor refurbishment and our Garrick restaurant is being totally changed whereby we have re-instated an old entrance, a bar has been installed and we will have all new furniture with a bespoke dresser for our breakfast buffet.

You will hopefully like the changes.

I hope to welcome you back to the hotel in the near future. Please do not hesitate to contact me directly and I will personally look after your reservation.

Kind regards,


Marnix Teeken
General Manager
Mercure Shakespeare Hotel
Stratford-upon-Avon
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Brooklyn, New York
Level 3 Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 29 November 2011

We enjoyed a lovely stay at this historic old Inn. Service was first rate, and the bar stayed open late to accommodate the international traveler.

Room Tip: Our room on the third floor was cozy with a low ceiling, but faced the street which was not too both...
See more room tips
  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MDRansom_1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 19 September 2013
Dear Guests,

Thank you for your positive review here on Tripadvisor. I am pleased that you have enjoyed your stay with us.

We hope to welcome you back to The Mercure Shakespeare Hotel in the future.

Kind regards,

Marnix Teeken
General Manager
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Stoke-on-Trent
Level 5 Contributor
66 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 25 November 2011

I love this hotel. I have kept coming back for the last six years so that really is probably all you need to know. The hotel is close to the theatres as well as the shops. I always make sure I arrive late morning to secure a parking space because they can be a premium on a weekend or when an event is on. Try the Brasserie for a pre theatre supper as I've not been disappointed. I'm off to the bar now which is my favourite room.

  • Stayed November 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank goldenoldie46
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 3 December 2011
Dear Regular Guest,

Thank you so much for these comments. I am pleased that you contuinue to enjoy your time at the Shakespeare.

We have seen some great changes in the last few months; new bathrooms, 5 new rooms, totally changed reception desk, ballroom and lounges.

We are just finalising the Garrick Restaurant which will be such a positive impact.

I hope to welcome you back real soon.

Kind regards,

Marnix Teeken
General Manager
Mercure Shakespeare Hotel
Stratford-upon-Avon
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brighton
Level 3 Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 24 November 2011

The rooms are well furnished, very clean and comfortable, even though ours did not have much of an outlook. The bathroom had been newly refurbished and was very smart. However, the shower water never got quite hot enough.

The hotel is very central and there are a lot of good pubs and restaurants within easy reach, as well as all the sights of Stratford. Once we parked the car in the nearby multi storey we didn't have to use it again all weekend.

On our second night the hotel hosted a private party and the noise of the disco was so loud that our room was shaking. We had to complain because we couldn't get to sleep. The initial complaint by phone was met with indifference from the receptionist but when we went downstairs and asked to speak to the duty manager he was incredibly helpful and eventually resolved the problem by moving us to a quieter part of the hotel - by which time it was nearly midnight. He said we should have been told about the party when we booked but because we booked on line that didn't happen. The next day we were given a partial refund in compensation for the inconvenience caused. We would advise anyone booking the hotel to check beforehand whether a party is scheduled during their stay and, if so, request a room that won't be affected by the loud music.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank jayesse
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 2 October 2013
Dear Guests,

Thank you for your time to write this review. I am pleased that you have enjoyed your stay with us and all that Stratford-upon-Avon has to offer.

We hope to welcome you back to the hotel in the future.

Kind regards,

Marnix Teeken
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Luton, United Kingdom
Level 1 Contributor
4 reviews
4 hotel reviews
Reviewed 20 November 2011

Not the most palatial or remarkable room but entirely functional and comfortable enough. The main plus point is location which is stunning...impossible to get closer to the heart of Stratford. Friendly and helpful staff another real positive.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CoopsyLoops
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 19 September 2013
Dear Guests,

Thank you for your positive review here on Tripadvisor. I am pleased that you have enjoyed your stay with us.

We hope to welcome you back to The Mercure Shakespeare Hotel in the future.

Kind regards,

Marnix Teeken
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brackley, United Kingdom
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 20 November 2011

This was a lovely old hotel, ideally located to see the sights and enjoy the bars, restaurants and shops of Stratford.

We thoroughly enjoyed our weekend and would recommend this hotel to anyone want to visit this town.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gingerdude67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this review, 19 September 2013
Dear Guests,

Thank you for your positive review here on Tripadvisor. I am pleased that you have enjoyed your stay with us.

We hope to welcome you back to The Mercure Shakespeare Hotel in the future.

Kind regards,

Marnix Teeken
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 Stratford-Upon-Avon Shakespeare Hotel

Property: Mercure Stratford-Upon-Avon Shakespeare Hotel
Address: Chapel Street, Stratford-upon-Avon CV37 6ER, England
Region: United Kingdom > England > Warwickshire > Stratford-upon-Avon
Amenities:
Bar / Lounge Restaurant Room Service Suites
Hotel Style:
#10 Luxury Hotel in Stratford-upon-Avon
Price Range (Based on Average Rates): £
Hotel Class:4 star — Mercure Stratford-Upon-Avon Shakespeare Hotel 4*
Number of rooms: 74
Official Description (provided by the hotel):
4 star Tudor hotel with 74 ensuite rooms located in the centre of Shakespeare's Stratford. Ideal for exploring local villages, the Cotswolds, shops and theatres of Stratford. 19 miles from Birmingham International Airport, 1 mile from Stratford upon Avonstation, 10 miles from Warwick Parkway station. Easily accessible via the M40. David Garrick Restaurant, Othello's Bar Brassiere, Quill Bar and Lounge, 6 conference rooms with natural light for up to 100 delegates. Limited parking at GBP10.00 per day. ... more   less 
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Also Known As:
Mercure Stratford Upon Avon
Accor Stratford Upon Avon
Shakespeare Hotel Stratford

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