Mercure St Helens

Booking.com made an error and let me book when there was no availability so I went to get refused

The location was ideal for an event I was attending.

I recently stayed at this hotel while attending an event nearby, and overall the experience was decent, with a few frustrating points. The positives first—staff were pleasant and welcoming throughout, and the bed was very comfortable, which made for a good night’s sleep after a long day. However, the check-in process really let things down. After travelling for four hours, I arrived at 2:30pm and was told I would need to pay an additional £10 to check in just 30 minutes early, as standard check-in wasn’t until 3pm. I chose to wait, along with many other guests in the same situation. At 3pm, the check-in area quickly became chaotic, with a queue stretching out the door. After a long journey, this wasn’t the most welcoming start and felt poorly organised, especially given the number of guests clearly arriving around the same time. In summary, while the hotel itself was comfortable and the staff were friendly, the check-in experience could definitely be improved to better accommodate arriving guests and avoid unnecessary congestion.

Room amd plans

Nothing

The level of service I experienced was extremely poor and deeply concerning. The staff were highly unfriendly, unapproachable, and rarely smiled, creating an uncomfortable and unwelcoming environment from the outset. My most distressing experience occurred with the morning staff, particularly involving three members of the team. One staff member appeared completely inexperienced and unsure of her duties. Another was polite and attempted to listen, but the situation escalated significantly due to the conduct of a third individual who identified herself as a manager. Her name is Julia Gosmea. She presented herself as being in a position of authority, yet demonstrated none of the professionalism, composure, or basic interpersonal skills expected of someone in that role. Her behaviour was unacceptable. I had taken my young son, who loves swimming, to the pool early in the morning. As guests are not allowed to take personal belongings poolside, we relied on the clock provided in that area, which was incorrect due to clock change. Unaware of this, we returned to our room and checked out, only to be informed we would be charged for a late checkout. While explaining the situation to a staff member who was listening, Julia Gosmea intervened and repeatedly interrupted me. Despite politely asking her several times to allow me to finish speaking, she continued to cut me off and escalated the situation into a full argument, all in front of my 6-year-old son. I made it clear to her that I suffer from severe high blood pressure and that constant interruption increases my stress levels. She showed no regard for this, nor for the distress being caused to my child. Instead, she continued to speak over me, dismiss my concerns, and engage in what felt like a deliberate and prolonged confrontation. This ordeal lasted approximately 30 to 40 minutes. Throughout this time, her behaviour remained combative, dismissive, and entirely unprofessional.

What I did not like was the behaviour of Julia Gosmea, who should not be allowed to be in a customer-facing role. She was extremely combative from the moment she got involved and showed no willingness to listen or de-escalate the situation. She never asked or listened to my side of the story, she came out of nowhere and started accusing me. Despite me trying to explain what had happened, she repeatedly interrupted me continuously. I asked her several times to stop interrupting and allow me to finish speaking, yet each time I attempted to continue, she would deliberately cut in again. It felt intentional, almost as though she was provoking a reaction, which only wound me up further and caused the situation to escalate unnecessarily. Her conduct was completely unprofessional and lacked any form of empathy, patience, or basic communication skills expected in hospitality let alone from someone presenting themselves as a manager. The most upsetting part of this experience was the impact it had on my young son, who witnessed the entire exchange. He became visibly distressed and ended up crying due to the tension and hostility of the situation. No child should have to experience that, especially in what should have been a simple and enjoyable stay. Julia Gosmea’s behaviour turned a minor issue into a prolonged and distressing confrontation, and it is clear she is not suited to a customer-facing position