Mercure St Albans Noke Hotel — Hotel in St Albans

We booked a spa package, the package included use of spa facilities, a drink and a massage for £50 each. My friend had her massage booked for 18.30 and mine was booked for 19.05. Upon arrival when we told the young gentleman we had booked a spa package he told us to wait for a colleague, after a few minutes he told us to walk to the end of the corridor and wait there, we stood there for around 8mins thinking a member of staff will welcome us to the spa and explain the procedure in using the facilities but it felt like all staff members were carrying out treatments as there was nobody around to attend to us. We therefore went back to the front desk and explained that our massages were booked for later and we wanted to first make use of the facilities included in our package. He then gave us the codes to get into the changing rooms and gym etc. We also had to ask for a towel and robe. The rest of the day went well but it was what happened after our massages which alarmed me. My massage ended at 19.40 and the masseuse had advised I keep the oils on my back for at least 15mins which I did. I then went for a shower at 19.55. Whilst in the shower at roughly 20.00 we had a man knock on the changing room door, my friend answered as her massage was earlier than mine and she was now decent and drying her hair. He told us he was there to clean the changing rooms and we must leave. 15mins later and he again reminded us that 15mins had transpired. I didn't get to dry my hair fully and I was forced to rush myself. Once we left the changing rooms the cleaner informed us with annoyance in future not to take so long as the poor lad behind the reception desk had to stay beyond his working hours. I explained that we weren't informed of the closing time of the changing rooms and with that said our massages probably shouldn't have been booked so close to closing time. He continued to explain the delay we had caused to them. This was shocking customer service, the whole point of a spa day is to relax and unwind and we were completely rushed after our massages. I had to leave the property looking half decent. I don't understand how we can be blamed for causing a delay when I was advised to keep the oils on for at least 15mins, leaving me only 5mins to shower, dry my hair and be clothed. Why are massage booking then taken at such late timings? We weren't given an introduction to the spa when we arrived either nor were we told the changing rooms needed to be evacuated by 8pm. To make things worse we have the cleaner telling us off about the situation. The massage itself was great but we didn't leave the place relaxed, in fact we felt rushed and upset. I did make a compliant over a week ago but there was no response. Again a lack of...

The hotel is well presented from the outside and in the communal spaces although the decor in the bedrooms is a bit outdated, and the carpets and some features are desperately in need of replacing or at least a good clean. The hotel appears to have good facilities although we were not able to use them as there was a wedding booked the same night we stayed, which we were not made aware of before arriving, or even upon arriving - we found this out as we went around trying to use these facilities. This was really disappointing as we were looking forward to a romantic evening in the restaurant (which was closed) then the spa facilities (which were also closed). The staff were very friendly and most of them very professional, particularly those in the hotel bar really went out of their way to make sure we had nice evening. However, the staff on reception should really have let us know about the wedding and disruption upon arrival, and advised us accordingly. (Letting us know upon booking or before arrival and offering us an alternative would have been better). As we left, the receptionist was friendly but didn't ask us about our stay or anything like that which should really be standard practice. At another time, this would have been a nice place to stay - but due to the disruption we had quite a disappointing time. Location is convenient for local attractions but not exactly picturesque...

They get one star for the location and one for the speed of check in. The rest is sadly lacking - which is a strange contrast considering I can see mostly good reviews about the place, and I am told that 20 years ago, this was "the place to be".

Well, firstly, I don't think the place has been decorated in about 20 years! Rooms are very basic, although clean - but very dated. In order to compete with budget hotels out there, there's a lot to be done here.

The restaurant is closed on Sundays which is a bit archaic. The hotel is 24/7 but the restaurant doesn't serve dinner on Sundays and there is nothing much else around - to me this is an obvious revenue stream that is sadly overlooked.

Then there's the leisure facilities. Opening hours are confusing, leaflets say close at 7 on Sundays, but we were all rather abruptly told to leave at 6.30. When I asked for verification at reception, they said opening hours are until 6. Weird - just say what it is!

Some staff here are not great at the whole customer service thing either. Mainly in the leisure area, but restaurant staff were hanging around chatting to each other and just seemed a bit disinterested.

All in all, very disappointing. Sorry the Noke, I won't be back - and I frequently stay over...