Don’t come unless absolutely necessary!
Reviewed 30 July, 2021
Well, the first trip after lockdown for the family to be combined with our son’s football tournament in Stevenage on Sunday has not met with success.
The stories of all the good stuff being booked out, we tried Luton Hoo, and staff shortages are all true. This place has not had a pound spent on the interior for 20 years odd by the looks of things. The grounds are well kept and the health club tacked on the side looks newer.
Our room smelt damp once we got through the worrying smells of the common parts. My wife is blond and we found a jet black hair on the linen!!!! The kid’s room has a basic disabled shower/toilet facility and no bath.
I am shocked. I have probably made the mistake of not understanding how much inflation has forced prices up for bery basic accommodation.
I work close to many hotel managers and I have to say I would be ashamed to manage this place. Do not come unless you have to.
This is an awful review which is a shame as I have stayed in some good Accor hotels.
Very unclean but friendly staff
Reviewed 27 July, 2021
Myself, my partner and our baby daughter stayed here the past weekend. Upon arrival we were disappointed with how tatty and run down the place looked. Check in is at 2pm, we arrived at 4pm to see that our room was unclean with towels on the floor, dirty bedding, bins full. Very annoying as our daughter needed a nap and obviously we couldn't let her nap in the room in this state of uncleanliness. We went down to reception to complain to be told (by a very lovely young receptionist) that they only had one housekeeper for the whole hotel and that she would put *urgent* on our room for the list so that our room would be ready.
We were sent to the bar with vouchers for a free drink for an hour while housekeeper cleaned our room. We went back up to our room to see that infact our room was exactly the same and no effort had been made go clean it. Off we went back down to reception and the same receptionist told us that she promised it would be done by 6pm. We reluctantly decided to just go out for a meal and come back and hope that our room was ready. We arrived back at the hotel at 7.30pm to see that the room was STILL not done, and we were told that the housekeeper had gone home!!
At this point the lovely young receptionist was very apologetic and she decided she would go and clean our room herself. She took another lovely woman from the bar to help her. This was such a lovely gesture and although it should never have had to come to that, we really appreciated it. The staff are clearly run off their feet. We heard so many more complaints while being in reception from other people complaining about their rooms too.
After the two lovely ladies had cleaned our room, we did have a very good sleep. We had no problems with the room itself, apart from the air conditioning had faults. Breakfast both mornings of our stay was delicious.
My opinion of this hotel is that it should be at least partly closed. Its a huge hotel and there is clearly not enough staff to manage it. To take some work off their shoulders, they should at least consider to close half of it to the public. It may make it easier for the staff to handle in these times, and in return, happier customers. As disappointing as our stay was, the staff did their best and we really appreciate their help.
No Way a 4* hotel
Reviewed 24 July, 2021
Absolutely not a 4* hotel. Rooms were dirty, pillows & cases stained, old carpets, badly needs decorating. Rooms were hot & the air conditioning literally sounded like a jumbo jet was taking off! Toilets paper stuffed inside to quieten the noise but an obvious fire hazard. Told that 8.30 was the latest time to eat in the restaurant, staff friendly but not very professional. Best thing about this hotel is you can use the Nuffield Health facilities next door.
review Mercure Letchworth hall
Reviewed 23 July, 2021
My wife and I booked a single overnight stay with an upgrade for my Gold status membership.
We encpountered problems from first to last.
The hotel advertises itself as an AA four star - falsely apparently.
Mercure Letchworth Hall has no porters so we had to carry our own luggage up to the third floor room as the lift was also not working. When I pointed out the last time we stayed, about one year ago, the lift was also not working. The reception well rehearsed reply was: "we have been waiting for spare parts from Germany for 12 months."
No one showed us how to operate the air conditioning in the room as the outside temoerateure that day was 30c. The toilet would not flush and the TV and room telephone did not work! The maintenance man summoned to examine the problems suggested to reception it might be best to move us to another room. This they did. Again with no porters and broken life, my wife and I had to carry our own luggage to the new room. Bizzarely, the TV and telephone in the new room also did not work but the toilet did flush - ity was the first thing I tested when I walked through the door. In a face to face meeting, duty manager Mrs Loren McLean promised to refund me 2000 Accor points to my account which I had used as part payment for our stay. On Thursday 22nd July she sent me an email saying the hotel's computer system was not working properly and she could NOT apply the refund but would do so on Friday 23 rd July. Needless to say, as I write this, we are still awaiting our 2000 poin refund. In addition to this I complained to the AA about the hotel's four star grading. Our email response from Ms Hayley Adcock, the AA Hotel Services Operations Manager, stated the hotel was not an AA four star premises ! Her reply was as follows: "To confirm I have checked our files and this property hasn’t been part of The AA’s scheme since September 2020 and to confirm doesn’t hold any AA star rating.
"To confirm upon deletion we write to all establishments and they are asked to remove the AA signage from their property.
"It may well be worth you bringing this issue up with Trading Standards from that area and we will further write asking for the signage to be removed."
We have not yet complained to Trading Standards but rest assured we shall do so.
So. all in all, our stay was pretty ghastly. Not only is the hotel NOT a four star it does not even merit the dubious title of Old Mother Riley's Guest House.
We hope Accor initiates a refubnd for us ?
Weekend stay for wedding party
Reviewed 18 July, 2021
20 or 30 of a wedding party stayed at the Mercure Letchworth Hall Hotel this last weekend. It is/was a loverly old building with some great reception rooms but has been a little neglected lately, I think due to staff shortages resulting from Covid. The hotel appears to be run on 5 or 6 staff when there should be more than double that for a 100 bed hotel with attached conference centre. Many of the services were reduced, with the restaurant only offering breakfast rather than the full service. Housekeeping was also reduced, and we witnessed the staff fielding complaints about rooms that could have been cleaner etc.
However, the thing that I really liked was the staff commitment and positive attitude. The staff couldn’t have been more obliging and did everything with a smile within their powers to make everybody’s stay as comfortable as possible. Covid has clearly had an adverse effect on the hotel, but if the staff can be as good as they were in probably some of the toughest of circumstances that they will ever face in their careers, then think how good they can be when things are good and they are fully staffed.
I like Mercure as an Hotel chain having stayed at their hotels at home and abroad, and would stay with them again.