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“housekeeping needs improvement”

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Mercure Stratford-Upon-Avon Shakespeare Hotel
suffolk
Level 5 Contributor
48 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
“housekeeping needs improvement”
Reviewed 6 September 2012

stayed at this hotel for two nights this week and the decor in the main areas has vastly improved since my last stay here two years ago, i stayed for the first time in one of the less historic rooms and was staying for business on my own, all the staff where very pleasant and helpful, parking is a nightmare at this hotel but it is central stratford so cant be helped. the young lady serving in the bar area was very helpful, pleasant and seemed happy with her job not intrusive but available quickly to serve and offer of more drinks. my real issue was the room, and mainly the bed, the rooms are extmeely cramped but i knew that when i arrived i was pleasantly suprised to see a plater of fruit rather than the ususal corporate biscuits, pears, apples, strawberries and an orange cut into 6, with two plates and knoves, i ate some of the fruit using one of the plates avoided the orange as i had no idea how long it had been sitting in the room for, on return to my room the following evening the dirty plate, and remnanats of the fruit where stil on the table unwashed along with a glass i had used still with my lipstick stain on and a coffee cup with spoon again unwashed and with dregs of coffee in it. the bed was ok but the sheet on the base didnt fit the matress and only just touched the bottom with nothing reaching down to tuck it in so inevitably ricked up when sleeping and was uncomfortable, the matress cover also didnt fit the bed and left a ridge two incehs in from matress edge at all four sides. the housekeepers idea of making the bed was far from acceptable and consisted of slightly straightening the duvet and putting the runner back on the bed, the dent in the pillow was still evident from my sleep the night before and the sheet which doidnt fit hadnt even been pulled straight. all in all a real let down and not what i expect from a 4 star hotel charging £120 a night. i wont be staying again in a hurry which is a shame because food was good and staff pleasant, but a bed is important and cleanlilness of a room that small is essential when retunring from a long days work.

Room Tip: book somewhere else
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  • Stayed September 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank SuffolkDuchess
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, 22 December 2012
Dear Guest,

Thank you for your detailed feed back regarding your stay with us. Please accept my apologies for not meeting your expectations on this occasion.

In order to restore faith in the hotel I would like to offer you a complimentary upgrade to one of our junior suites on a preferred rate and a free bottle of wine upon arrival. Please reply to this email to make the necessary arrangements.

Kind regards,

Marnix Teeken
General Manager
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Rating summary
  • Location
  • Sleep Quality
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  • Value
  • Cleanliness
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Greater Manchester
Level 5 Contributor
89 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 3 September 2012

It is an historic building and that must have a bearing on updating/refurbishment but prices should reflect the shortcomings
Staff on reception were very good as too was modern lift .
Room was very small , tired and really what I could call scruffy . There was no view to speak of . The bathroom was small but clean . I booked through Expedia ... do people who book through these sites get the inferior rooms ??? We were staying only one night otherwise I would have asked for a better room or found another hotel .... Premier Inn rooms are much better than this one and I noticed the local Premier Inn was not very far away from the " centre "
Breakfast ...we were soon seated but generally there seemed to be a number of staff on duty but who kept disappearing without doing /noticing much . I eventually had to get up and gesticulate to get noticed . The food and drink was fine ... no more no less .
Check out went smoothly and whilst we had to pay £10 to park the car , they did allow us to leave it after check out until we left town later in the afternoon .

  • Stayed August 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank comet14
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 November 2012
Dear Guests,

Thank you for your comments on the Tripadvisor website. I would like to apologise for shortcomings during your stay with us.

In order to restore faith in the hotel I would like to offer you a complimentary upgrade to one of our junior suites on a preferred rate and a free bottle of wine upon arrival. Please reply to this email to make the necessary arrangements.

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
london
Level 3 Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 2 September 2012

The hotel is in a very convenient location, close to restaurants and all attractions. Our junior suit was spacious, clean and tidy and had a good sized bathroom.

A few problems were, firstly, the pillows were too flat. The hotel gave us two pillows each but when we used both together, they were a bit too uncomfortable to sleep with. Secondly, our king bed was two single beds pushed together and they sag in the middle, which was quite annoying.

One last big problem was the hotel's security: we stayed in the back of the main building which doesn't seem to be that secure. There wasn't any key pad or key card used to get into the building, nor would anyone need to walk past reception, which means anyone could walk in and up to any of the guest rooms.

Breakfast was okay from my point of view, but my husband didn't seem too impressed. There were enough hot and cold selections for me. Service was very good though.

  • Stayed August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dewalondon
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 November 2012
Dear Guests,

Thank you very much for your review.

I would like to make some comments regarding the security of the hotel. We have, depending on business levels, one or two members of staff in overnight who patrol the hotel during their shift.

The gate that leads to our car park is usually locked at around 12 midnight and the front door is kept locked during the night. Our guests only have to press the night bell to gain entry.

I would like to thank you for your kind comments about our breakfast selection and service.

Kind regards,


Marnix Teeken
General Manager
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Essex
Level 6 Contributor
104 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed 1 September 2012

Well we gave you the opportunity to makes amends for our previous disastrous stay and sorry to advise you failed on several counts. Faded decor, threadbare carpets, chipped paintwork, haphazard plumbing all acted as the prologue to quite appealing service at breakfast - it took the restaurant 40 minutes to present a minuscule and tired looking portion of smoked haddock.

This hotel needs some serious TLC in both the fabric of the building and the quality of service else it will enjoy a deserved reputation of ripping off visitors to the town. No wonder so many foreign tourists berate British hospitality and food - the must have stayed here. Wake up Mercure

Stayed August 2012, travelled as a couple
Helpful?
1 Thank GREENSEssex
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, 22 December 2012
Dear Guest,

Thank you for your detailed feed back regarding your stay with us. Please accept my apologies for not meeting your expectations on this occasion. We have an ongoing maintenance program which includes corridors and bedrooms which is a challenging task in such an old property.

In order to restore faith in the hotel I would like to offer you a complimentary upgrade to one of our junior suites on a preferred rate and a free bottle of wine upon arrival. Please reply to this email to make the necessary arrangements.

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
Newton Aycliffe, United Kingdom
Level 4 Contributor
37 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 1 September 2012

We only spent one night in this hotel, but it was fantastic. What a beautiful room we had, in the courtyard extension, the bathroom was loved. This is a very clean hotel, the reception staff are so pleasant. Breakfast great. I have no problem in recommending this hotel for anyone visiting Stratford, it is very central.

Room Tip: I can only recommend a room in the annex in the courtyard, dont know what the rooms inside hotel are...
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  • Stayed August 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Voni8
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, 27 October 2012
Dear Guests,

Your positive review is greatly appreciated. I am pleased that you have enjoyed your stay in one of our Garrick wing rooms which are larger than most rooms in the main building.

We look forward to welcome you back 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
Birmingham, United Kingdom
Level 4 Contributor
44 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 1 September 2012

In the centre of town,RSC 5mins walk.The rooms have character and comfort.The service in the Restaraunt and Bar is excellent and Reception most helpful.Breakfast(help yourself)will last you until a lunchtime snack and drink!NCP car park is near at half the cost of the Hotel£10.One improvement would be to cut this charge.

  • Stayed August 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank prodbourn
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, 27 October 2012
Dear Guests,

Thank you very much for your positive feedback here. Your kind comments about our staff are greatly appreciated.

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
Canada
Level 6 Contributor
105 reviews
98 hotel reviews
common_n_hotel_reviews_1bd8 96 helpful votes
Reviewed 31 August 2012

Price - GBP 85 via Expedia

PLUSES
Atmosphere
Breakfast
Accommodated special diet (soy milk)
Location
Internet included
Late checkout time
Decaf coffee in the room
Bath Tub
Enormous room and huge bath - looked more like a suite
MINUSES
Plumbing - faulty tap on bath room sink
Noise from adjacent ventilator fan outside the window.
No view - interior room, looked out on a roof
Bed (or maybe the floor below it?) sloped

  • Stayed August 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank energizer090
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, 27 October 2012
Dear Guests,

Thank you for taking the time to tell us about your stay with us. I am pleased that you have enjoyed your stay at the Mercure Shakespeare Hotel.

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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