Mercure Hatfield Oak Hotel — Hotel in Welwyn Hatfield

My guests from America 🇺🇸 had booked a family room with air conditioning for the 21st to 27th of August 2022. I took them to the Hotel at about 4:00 pm and was attended to by the shift Manager, Mr Madasu. The reception was dirty, the rooms corridors smell mouldy or funny smell of rotten milk at worse. We were shown 2 rooms none of which had air conditioning and they were both dirty and haven't been cleaned. The fire 🔥 doors were all widely opened which was Health & Safety concern, my guess was to air out the foul smell. My guests suffer from severe allergies and couldn't accept any of the 2 rooms we were shown, on the basis of the state they were in and lack of air conditioning. Upon complaint, Mr Mark Madasu explained that there was an event the previous night and staff were still in the process of cleaning up the Hotel, at 4:00pm. He apologised for the inconvenience caused to the family and promised my guests a full refund. My guests had to find another hotel for their stay. We called to follow up in 3 days time only to be told there was no record of our complaint on their system, even though Mr Madasu assured us he was doing that. We were then given an email address to lodge a formal complaint. My guests have returned home to the USA and still haven't received the refund. I'm giving Mercure Hatfield Hotel a bit more time to refund before I escalate it to the British Trading Standards Authority with evidence. I wouldn't recommend this...

Would you recommend such a hotel? Hotel convenient but I and the majority of our wedding guests will never use a Mercure hotel again . Not because the hotel is a little dated but because of some of the team who work there, to whom at best , we were a major inconvenience to their day.

The service ranged from the valiant ( the breakfast lady trying so hard to look after 30+ guests by herself and look after reception yet still managing to smile ) to the one who was not just unhelpful but obstructive at every opportunity .

We were booking multiple rooms for a wedding . Stressful ? Yes there would be some form of early check in available for our guests which is why we chose this hotel , then there was no early check in available. Months of notice yet then could only confirm the morning of the wedding if there were rooms that might be available. Perhaps guarantee some rooms so that some guests could change ? No. Confirm the night before? No. Possible solutions? No Review the cleaning schedule to ensure 2 rooms for guests to change/ freshen up? No.

Now too late to swop hotel because of the amount of rooms we needed.

Craig , back from holiday so lucky to have been directed to him, who in the days before the wedding was helpful , listened and tried to make things happen.but too late to save those weeks of stress .

Very mixed reviews from some of our guests.Rooms without bed linen. An uncleaned bath, a bath that did not drain.

How would you rate...

A hotel close to Hatfield on the A1000 looking a little tired with basic facilities more 80’s than contemporary. Limited polite staff were over worked and multi tasking. Guests were eating in the bar not the breakfast dining area. I had a large succulent pizza. The place is a warren of endless corridors and maintenance sadly lacking.The internal door handle into my room was on the floor and the dressing gown hook on my bathroom door stuck on with Sellotape!! I would describe it as one step up from a Premier Inn, and it is good value. On the plus side how ever, there was a very comfortable pocket sprung mattress and good heating and plentiful hot water. Now if you are observant notice one of my pet hates. I like a bath not a shower and if your hotel has one as was the case in this instance I like to have a nice soak, but what is making this difficult? This shortcoming in many hotels is the result of stupid planning. Look at the pictures, answer my question and then get the answer at the end of this review!

ANSWER The majority of people shower but as they are standing up you can dispense the soap at any height, so why the heck do they mount the dispenser so high because it’s totally unreachable when you are in the bath and if it was attached lower it would be accessible for both! it’s a ridiculous logistical error, if common sense can’t prevail provide individual soaps!! I addressed this issue with Premier Inns and they did reduce the...