Mercure Newbury West Grange Hotel

Stayed 2 nights over the weekend 25-27 July with friends whilst visiting family in the area. In addition to being double charged (which is being taken up separately) the most notable features of our stay were 1. The non-existent customer service with reception often vacant without a call bell or way of contacting staff, (and I do not mean out of hours) . Also best of luck in getting served at the bar after 10pm and 2. The lack of basic maintenance apparent in room fixtures and fittings - see 4 attached photos. More attention is required in fixing these room items. I subsequently read that the Mercure hotel chain were ranked 25th out of 27 in the country and I can now see why they scored so poorly on a national survey.

I did write a review on July 19th commenting on the disability room. I have received no response to this. I should have had the courtesy of a reply to my concerns.

I purchased a Groupon voucher for afternoon tea to celebrate my friends birthday. From walking into reception until we finished our tea the staff were very attentive and couldn't do enough to make sure we had a lovely time . The tea it's self consisted of finger sandwiches , little cakes and warm scones all very tasty and well presented with plenty of tea and topped up when asked . All in all it was a lovely experience and one I will gladly book again .... Thank you to all the staff ...

The room was nice, comfy bed and modern bathroom. Quiet area on the ground floor. But on a Bank Holiday weekend, it was almost empty! 6 of us for dinner (which was reasonable and tasty) and 8 for breakfast, poor show. Breakfast was Luke warm (at best), poached eggs see through & inedible. 4 staff members, including chef and receptionist, just sitting around. Had to get up to check us out, and it felt like we'd inconvenienced them! Shame, as restaurant and bar areas lovely, surely can't survive with only a few rooms booked? There were only 6 cars in the huge carpark, which was worrying from the outset.

On arrival only half a toilet roll in the room & 1 bath towel. Stayed as a couple so needed another bath towel. Requested a toilet roll & bath towel from reception before we went out for the evening. Both never arrived! Lukewarm cooked breakfast, so we left it . The kitchen extractor fan woke us up at 7am. Would not return. Stay elsewhere.