My boyfriend and I stayed here on a Saturday night, booking an executive room. We arrive at the hotel at 2 pm since the website said that check in was 2pm. On our arrival we were told our room would not be available until nearly 630 since the people in it had a late check out. I was annoyed with this, and they offered us a standard room while we waited for the room that we paid for. We then asked for a late check out for the Sunday, and being that I had to work, we figured 2 pm would be good enough. Once in the corridors I could smell smoke everywhere, even though there are signs for "no smoking". Once in our executive room, the smoke smell was ridiculous. We couldn't tell where it was coming from, and settled on opening a window for fresh air. There was no sense complaining because we were told we had the last executive room. On the Sunday were weren't out at exactly 2pm and reception called us to get us out. Perhaps there were customers like us waiting for the room. I thought it was a bit rude since they had not even offered to compensate us for the late check in. We booked a specific room, and they should have had the courtesy to call us to tell us it wouldn't be ready at 2pm. Then downgrading us with out offering us anything, we had to ask, then hurrying is out the next day. All while, the hotel reeks of cigarettes!
I'd make this hotel a last resort. The rate was alright, the room looked nice and was comfortable, seemed clean. Customer service needs work. If you're inconveniencing the customer you should come up with alternative to keep them happy. And something needs to be done about the smell!
- Official Description (provided by the hotel):
- Please be aware that from 19th June to 2nd October we are continuing the refurbishments of all of our bedrooms. We aim to keep all noise to a minimum, and no works will be taking place over the weekends. Apologies for any inconvenience caused and thank you for your patience. ... more less
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- Also Known As:
- Mercure Hatfield Oak Hotel Hertfordshire