I booked two nights at this hotel, to stay with my husband as I had a corporate event at Royal Ascot on the Saturday. Problems emerged shortly after we booked in. The room was in poor condition with shabby furniture and the table had heated cup rings all over it;really quite poor quality considering the expense of the room. The room was incredibly small. We left the room for an evening out but when we came back the room key would not allow us to gain access to our room. We had to go back to reception to have the key reset. The next day we went out and asked at reception for them to book a taxi for me for 11.30 to take me to my corporate event at Ascot, which they said they did. I returned later that morning and again the key would not work. In fact I had to return to reception four times for it to be reset eventually someone came with me to ensure that I was trying to get into the correct room, which was quite insulting. While getting changed in the room I received a telephone call asking if it was okay to bring breakfast to my room this was a breakfast I had not ordered. I told the fellow that I had not ordered breakfast. The taxi did not arrive. I checked with reception several times and they became impatient with me telling me to wait, it would be there soon. I also confirmed that the phantom breakfast had not been added to my account . In fact it had been added to my account and the reception staff looked at me quite dubiously when I told them I had not ordered this breakfast and to remove it from my account. At 12:20 I lost my patience the taxi being nearly an hour late. The reception staff were less than helpful and had become equally as impatient with me for keep pestering them. Eventually they called a different taxi firm which turned up within minutes. I was late for my corporate event missing lunch and getting into quite a lot of hot water with my employers. When I returned later that evening,guess what, my room key wouldn't allow access into the room! I had to be reset again. I met up with my husband who was equally unimpressed by the whole scenario telling me that when he had returned that morning the hotel key had not worked to allowed him access to the room. He told me the reception staff had suggested he was trying to gain access to the wrong room and took him there to make sure he was going into the right one. The key still didn't work. Later in the afternoon while I was out and my husband returned to the hotel he sat in the bar and he was alone in the bar with the bartender. He asked if the television channel could be switched to the football. He was told no it couldn't it had to be on the rolling news. He suggested that if anyone else came into the bar that rolling news be put back on that as there was only him there would he really mind changing the channel. The bartender refused. Later that evening when we had returned from our evening out we went into the bar with the room full of people where the football was on. My husband was deeply upset by this as it suggested that he had been personally singled out. When checking out of the hotel bill was incorrect and we were being overcharged. When we asked to look at the bill only a receipt for car parking was produced not the bill for the hotel. I asked the receptionist to account precisely for the charges given I knew exactly how much I should have been paying. At this point she accepted I was being overcharged and corrected the bill. Overall a wholly unsatisfactory experience. The hotel is in a lovely location but I would not stay there or in any other Mercure hotel or affiliated hotel based on the standard of incompetence as at this hotel. The room was quite expensive and we expected a high standard. We did not find this. I definitely would not recommend this hotel.
- Official Description (provided by the hotel):
- Castle Hotel Windsor MGallery Collection is a 108 room, 4 star hotel located in Windsor, close to the main gates of Windsor Castle and grounds which is only a few minute's walk. Your hotel booking can include traditional or contemporary rooms, all with internet access and minibar. The Eighteen Restaurant has an award-winning a la carte menu, and Bar18 is perfect for coffee or cocktails. There are 12 fully-equipped event spaces for weddings or presentations. ... more less
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- Also Known As:
- Mercure Castle Windsor Hotel Windsor
- Accor Castle Windsor
- Mercure Windsor