Mercure Haydock Hotel

Great location, good facilities.

My room wasn't the cleanest. Mugs had stains on them and bathroom wasn't clean.

It was ideal location the staff were friendly and helpful especially the barman on the night shift I can’t remember his name but he hadn’t been there that long nothing was too much trouble would Stu here again if I was visiting Haydock

The place where it was situated close to the racing ground

Location, court yard, bar Helpful staff downstairs who put By Election on TV Nice staff behind bar too

Double bed was two single beds pushed together. Mattress was very hard. Aircon didn't work. Room phone didn't work No late checkout available Bathroom smelt of sewage When I complained on checkout day, the receptionist was not apologetic. Instead she basically said that I never wanted the room anyway and that I was trying to get a refund the evening before. This was true because I was made aware that there was a school prom happening that evening and that there would be loud music until 12pm. I only booked the room the night before and you can only cancel upto midnight the day before you arrive. I was told about the prom the same day I was arriving. However, this was not a problem in the end, because I was sat in the lounge with about 12 other people watching the By Election results on the TV until 3am. Everything else about the hotel was fine. It was just the room. It should be 2 star or 3 star and most definitely not a 4 star hotel. The outside window sill of the bedroom was also horrendous. Peeling paint etc. It needs a good overhaul. The receptionist did however offer me a 20% refund which I negotiated to 50%. I was also promised an email receipt showing my refund, which I never received, despite asking for it again by sending a message through booking.com

Location

Mouldy bathroom hot tub not working

Location, friendliness, pool and facilities.

I'd had a long drive so hoped to have a nap before my appointments this afternoon. The room wasn't ready for published check-in at 2pm. Laris invited me to wait in the bar area so that I could be checked in when ready - she'd let me know, this seemed acceptable. I checked in my car and she informed there was no charge for overnight parking. I kept myself in view, moving once due to the TV screens being a nuisance. Come 3pm, I thought I had better check for any update so revisited the reception and waited for Laris, since she had dealt with me earlier. She busied herself elsewhere / in the back office and ultimately I was blanked. Like we'd never spoken. Her colleague offered to check me in which I proceeded with. I mentioned that I felt ignored, like I was invisible which her colleague apologised for. Despite standing right next door to Laris, who continued to ignore me. If I was forgotten, that's not an issue, but how does a customer feel if they are completely ignored and blanked by someone they've spoken to an hour prior. Not valued at all

Vivienne is always really really helpful and very accommodating when myself and others visit for work purposes. Always on hand and her customer service is amazing.