Mercure Newbury West Grange Hotel — Hotel in Great Britain

Had our Wedding here which was a disaster. No ice on arrival for drinks in 34 degrees heat . Stale afternoon tea which was served like childrens party food (wasn't aware only bride and groom only get it served on tiered plates) Underage (17 year old) staff serving drinks and very unexperienced on making simple drinks. Bar staff charging same drinks, different rounds, different prices. Lack of knowledge on all prices of drinks Lack of staff. Member of staff burnt a wedding guest with coffee due to Lack of knowledge on how to pour with teapot. Waited 45 minutes for speech drinks due to lack of communication. Was told bar would be open until 2am yet they called last orders at 11.30. Again Lack of communication as when questioned to manager he knew that it was supposed to be open until 2am. Was promised park would be fixed and ready for the wedding a year prior but still closed and broken. One member of staff told a guest it was fine to use until manager came and said not safe. Some of our personal things that took our own time to print off were not even on tables as requested some not even out at all. ( Song request slips, take a photo of... sheets for children and laminated thankyou notes with a QR code so friends and family could share their photos to an app...) Breakfast, miserable unprofessional staff, uncooked eggs. Supposed to view the venue the night before the wedding but they hadn't even started it due to taking on a wake service 3 days prior ( we booked 1 year in advance) Supposed to specialise in weddings and events but unsure how they do this with Lack of communication and unprofessional staff. Our wedding day was going perfect until we got to Mecure West Grange hotel and it was just small mistakes to even more silly small mistakes which cannot be understood on how they can be made when they should have been so simple to deliver. Very disappointed and spent our evening stressed rather than enjoying it (and listening to some guests complaining...embaressing) Left review on there Facebook page and was blocked !

We used dazzlin events for dj, love letters, dance floor, uplights and photobooth and he was outstanding,...

I stayed at your hotel last week 27th June for 3 nights as your hotel is close to our offices at Thatcham Business Village. The stay was ok but the fridge was out of action. I also enquired about corporate rates as I am staying every week and we have a number of colleagues who travel down regularly for. Our Newcastle office.

Mark (the manager I believe) replied and I replied to him but that was the last I heard, so no agreement on corporate rate.

On Thurs 29th, I booked for today, the 4th July at around 6:30 am with the reception manager.

On my arrival today, it seems that he didn't actually place a booking, I was asked to sit in the bar, directly behind where you were sitting as it happens whilst something was sorted out. After 10 minutes or so, the reception manager said he could offer me a room but the TV wasn't working. He offered a small discount and I agreed. On arrival at the room, it was clear this wasn't the only issue. The room stank of a drain smell. It has been agreed I would be out in a different room the following day but after an hour I knew I couldn't stay in room that smelt as it did.

There was no other room available, the only offer was to stay free for this evening. The room smelt so bad I couldn't accept that.

As a result, I have had to book into a hotel costing an additional £11 per night but more importantly a £20 each way taxi fare too and from the office.

This is totally not my fault and all yours and your organisation. Mark was unhelpful bordering on rude and told me that as an owner you wouldn't speak to me and you would say that the additional cost I have incurred as a result is my problem and cost.

I am appalled at how I have been treated, customer service is clearly not a strong point for Mark and by reflection your hotel.

I am appalled that I am out of pocket because of the ineptitude and frankly laise faire attitude...

If I had to sum up my experience it would be something like Ok but not great. So lets have a look at what was good and not so good.

Good is the price, the location and the staff are friendly and helpful. There is plenty of parking available and you can go for a nice walk nearby as well. Not so good are the beds (which really is the key for any hotel) as they are lumpy and seem to indicate to me that they should be replaced with new ones. The rooms are ok - clean but somewhat shabby and the bathrooms could do with a deep clean to get rid of some of the long time build up of lime scale etc and they probably should repair things like missing buttons for toilets as well. It all adds to the impression you get and something I would have addressed if I were responsible for this hotel.

For me the worst part was the fact you could hear if someone in the room next to you flicked a switch on or used the shower. Me being a light sleeper meant that I was constantly awaken by those noises which I found very annoying and frustrating.

The hotel offers free wifi and you just have to sign up to it so your browsing is guaranteed. I myself had no or very weak signal in my room so having the wifi is a definite must. There are coffee and tea facilities in the room with the usual instant coffee, some English breakfast and some Mint tea. There also is a TV offering the usual channels.

So to sum it all up - it was good for someone like me looking merely for a room for a night but I wouldn‘t stay there again as for me it did not meet the standard that I would expect and fact that I left the hotel...