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“A Tudor Gem”

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Mercure Stratford-Upon-Avon Shakespeare Hotel
Reviewed 21 July 2014

This hotel is in the centre of the town. Near to shops restaurants, leisure activities including the theatres. I have stayed in Stratford many times and this hotel is the one for me in the future. It has a calm genteel atmosphere low beams and interesting furniture. Our room was cool in very hot weather, it was well appointed with a generous bathroom.
The staff who seemed to be French were polite and very helpful.
This hotel has its own car park which was very useful.

  • Stayed: July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Peter B
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 reviewResponded 11 August 2014

Dear Reviewer,

We very much appreciate your comments regarding your stay at Mercure Stratford-Upon-Avon Shakespeare. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Yours sincerely,


Mark Nesbitt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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978 - 984 of 1,867 reviews

Reviewed 10 July 2014

We have stayed here several time. At first it was good - if pricey. The last time we strayed (and we always need a place to stay when we go to see a Shakespeare play in Stratford) was the last. the place had degenerated too badly in terms of service. Most of the staff seem to hail from elsewhere : that is no problem in itself vibe la difference - but when they can't speak above half a dozen words of English it proves taxing, to say the least. The only area where the staff are not inept or partially brain-dead is in taking your money. That task they carry out with great efficiency. The food is directly from hell – back lack the heat that the infernal region would provide. The breakfast is the usual unsatisfactory help yourself from ‘warm-storage’. One can eat as much as one wishes – but why? Warm friend eggs and tepid bacon with rubbery toast . . . The food makes McDonald's look like haute cuisine. If I could give less than one star I would have done. Terrible is an understatement: try execrable.

Room Tip: stay somewhere else
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  • Stayed: December 2013, travelled as a couple
    • Location
    • Sleep Quality
    • Service
4  Thank il_padrino_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 July 2014 via mobile

You will see from my previous review that we stayed at this Hotel in February, and had an unsatisfactory stay. The Hotel offered us a complimentary stay (which we extended beforehand to a 3 night break at a reduced rate) to restore our faith in the Hotel.
First of all, I must stress that the Privilege room was lovely and we were very pleased with it-the room was cleaned both days & complimentary drinks etc were replenished. The room was nicer than the Junior Suite we had occupied previously, and was very comfortable.
However, unfortunately, we again received really poor service, which wasn't acceptable, especially a 2nd time around.
The main incident which really upset us, was when we went to the Restaurant about 8.05pm on Easter Sunday evening.
Although the Restaurant was empty, barring a large table of people in the back, the waiter said he couldn't fit us in for another 40-60 minutes. His exact words were, "I've got a table of 12 and 4 coming in, and all these people here"
Quite frankly, I am appalled that we were refused a meal in the Restaurant on a Sunday evening. I have never known a 4 star Hotel (or any Hotel for that matter) turn away two paying guests from their Restaurant. Not even an apology either. He had no customer service skills at all. I couldn't read his name badge, but he was the only 'bald' waiter on duty.
There were no signs anywhere stating there was again a restriction on eating times. The information guide in the room states the Restaurant is open between 6.30-9.30pm on an evening.
We went for a walk as we were upset, and came back about an hour and a quarter later, and saw the Restaurant was still very empty barring the large table in the back.
We then saw a couple come out of Othello's thanking a waiter for the meal. This couple weren't in there an hour and a quarter earlier, yet they had been able to get a table, unlike us.
As we had been refused entry to the Restaurant, our appetite had gone, but we needed to eat something, so we ordered sandwiches and a drink at the bar at around 9.20pm with James, the Bar Manager.
An hour later the sandwiches still hadn't arrived, despite us seeing a female Chef and two waiters wandering around. I went to speak to James, who to be fair was apologetic, and at a loss for words as to why we hadn't received them. He did refund us the money for the sandwiches, and they arrived 10 minutes later.
We then saw the large table of (think it was 11 or 12 people including children) vacating the Restaurant.
We recognized some of them from the Wedding Party the night before.
This was the same Wedding party that had caused a row/fight on the street, which had led to several Police officers and a Riot van coming to the Hotel, the party who were also slamming doors and talking loud by the rear car park at 2am.
Seeing this group of people being treated better than us angered us further, but the evening had already been ruined by then.
Again, we had been pushed aside for a Wedding party.
We had been considering extending our stay for another night, but instead this experience ruined the last day of our break, and changed our minds completely. Both my Girlfriend and I were disgusted.
We find the Hotel to be very poorly managed and short staffed. On three occasions during the weekend I had to go looking for someone to serve at the bar. I find it strange no one at all is eating in the Restaurant on a Sunday afternoon. I would think this is due to Hotel guests like ourselves being turned away, or cast aside for functions. And, James aside, and a friendly Reception girl, the staff give the impression they don't care about the poor service they give.
Our room service breakfasts on the 2nd day also came without sausages and black pudding, and no explanation, although the 3rd days Breakfast was very nice.
I have read the Manager replies to comments on Tripadvisor for this Hotel, stating that steps are being taken to avoid these kinds of problems. This is clearly not happening yet. This is a 4 star Hotel that is failing guests like us, and has done so to us, twice in as many months.
This is a shame because we love Stratford Upon Avon, and would be repeat customers, as the Hotel's appearance and location is excellent, and we plan to return to the area several times a year.
I feel very strongly that we have a right to expect a good service, when we have spent over £420 on 4 nights at this Hotel, and this would've been more had we been allowed a meal in the Restaurant.
I have also contacted the Hotel Manager about our stay, and he has invited us back, when the problems have been ironed out, whenever that will be, I don't know, as we are still waiting.

  • Stayed: April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank cjm24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 July 2014

Saw pictures of exterior of hotel and wasn't let down beyond that. Cozy and large lobby area and charming garden terrace where we enjoyed afternoon tea one day. Conveniently located to Shakespeare birthplace, shops, restaurants, Avon. Room was a good size and well-decorated. Bathroom was quite large. Had pleasant interactions with hotel staff. Received a great coupon for the birthplace sites -- 2 of us got in to all 5 sites for the price of 1. Would return and would recommend. Air conditioned and some rooms were named for characters in Shakespeare's plays.

  • Stayed: June 2014, travelled with friends
    • Value
    • Sleep Quality
    • Service
1  Thank Katrina B
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 reviewResponded 15 July 2014

Dear Reviewer,

We very much appreciate your comments regarding your stay at Mercure Stratford-Upon-Avon Shakespeare. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Yours sincerely,


Mark Nesbitt
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 July 2014

Hotel built in the 17th Century offers plenty of ambiance and charm that comes with the smell of mold and decay. We stayed in the "modern" part of the hotel with elevator and newer baths, however there was no hot water in the sink, furniture was breaking apart, room had stale and moldy smell. Dinner was very average, main dish was very dry and uneatable chicken; service was poor, no one offered drinks, wine, beer, servers were dropping plates and leaving without a word, breakfast was not great, you had to ask for either tea or coffee at the entrance to the breakfast area before you start service, otherwise no one will come and serve you hot beverages. Very unpleasant experience with staff of the hotel. The stores in the city are opening late and closing early, there is not much to do in this city once you go through the Shakespeare birthplace. Most of the houses and hotel seems to be in the same state of decay as this hotel.

Room Tip: All rooms are smelly
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  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank dameofspace
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 reviewResponded 15 July 2014

Dear Reviewer,

Thank you for taking the time to tell us about your stay at the Mercure Stratford-Upon-Avon Shakespeare, but I was very disappointed to hear that your experience did not meet your expectations. Please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every guest and your feedback is very important to us. I would like to confirm that we are taking the appropriate measures to address your concerns and prevent future occurrence.
The hotel does indeed date back to 1637 as do many of the historic buildngs in the town of Stratford-upon-Avon. We feel that the hotel offers all the modern facilities of a purpose built building while maintaining the characteristics and charm of the 17th century. There are many attractions besides Shakespeare's Birthplace in the town and the surrounding area, the Royal Shakespeare Theatre, boat trips along the River Avon and Warwick Castle to name a few.
We appreciate your feedback, and I hope that you will give us the opportunity to welcome you back to the Mercure Stratford-Upon-Avon Shakespeare and provide you with a genuine hassle-free experience.

Yours sincerely,

Mark Nesbitt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 July 2014

  • Stayed: July 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
2  Thank Nicky G
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this reviewResponded 15 July 2014

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed 6 July 2014

  • Stayed: June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
1  Thank prhenry58
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Management6630, General Manager at Mercure Stratford-Upon-Avon Shakespeare Hotel, responded to this reviewResponded 15 July 2014

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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Additional Information about 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:
#9 Luxury Hotel in Stratford-upon-Avon
Price Range: £58 - £151 (Based on Average Rates for a Standard Room)
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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