Mercure London Staines upon Thames Hotel 3 stars

Customer review rating 3.8/5 3,785 reviews

#ALLSAFE Accor

ALLSAFE approved hotel

Mercure London Staines upon Thames Hotel
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+ 18 Services

Hotel extras

  • Nearby Thorpe Park, Legoland and Chessington

  • Situated by the River Thames with scenic terrace area

  • In-house bar & restaurant serving authentic local dishes

  • Function room capable of holding up to 40 guests

  • Close to the town centre and train station

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Private outdoor parkingPaying
  • Accessibility for people with reduced mobility
  • 100% non-smoking hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-outPaying
  • Dry cleaning / IroningPaying
Catering
  • BreakfastPaying
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
Leisure and activities
  • GolfPaying
  • Beach and water sportsPaying
  • Other sports activities
Business services
  • 1 meeting room(s)
  • Self service business centre
  • Copy/print service available
Information message

Hotel location

Mercure London Staines upon Thames Hotel

Thames Street
TW18 4SJ
staines
united kingdom

Tel: +441784334800

Fax: (+44)1784/454858

Check-in from 14h00

Check out up to 12h00

  • Staines :  STAINES

  • By plane

    LONDON CITY At 71.8km / 44.62 miles

  • By plane

    LONDON GATWICK At 60.7km / 37.72 miles

  • By plane

    LONDON HEATHROW At 7.2km / 4.47 miles

  • By train

    STAINES At 0.5km / 0.31 miles

GPS :51.431839, -0.511763

Your meetings and events

The Mercure London Staines is the ideal venue for your small meeting needs with our Conservatory meeting room accommodating up to 40 people while the Riverside Restaurant offers a unique setting for all your celebrations or parties.

meeting room

From 1 to 40 

attendees

Configuration is not available for these requirements
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  • Convert different units of measurement and make organising your events easier.

General equipment

  • Flipchart

  • Indoor and Outdoor facilities

  • WIFI access

  • Airconditioned meeting room

  • Slide projector

  • Overhead projector

General equipment

When organizing your meeting, the hotel will be happy to discuss the availability of its facilities and services with you.

Our accommodation(s)

The Mercure London Staines has 88 beautifully appointed bedrooms with many of our feature rooms overlooking the river Thames. All of our bedrooms are en-suite and contain a minibar, 32 inch flatscreen TV, telephone and tea & coffee making facilities. All of our bedrooms are en-suite and contain a mini-bar, 32-inch flatscreen TV, telephone, and tea and coffee making facilities.

Classic Double room

  • Max. number of persons: 2
  • Views: City View *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Double bedroom with River View

  • Max. number of persons: 2
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Twin bedroom with River View

  • Max. number of persons: 2
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Classic Family Room

  • Max. number of persons: 3
  • Views: River side *

* Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone

Privilege Double room

  • Max. number of persons: 2
  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Direct dial telephone
Rooms

Our restaurants and bars

RIVERSIDE RESTAURANT

Type of cuisine: International

The Riverside Restaurant invites you to sample the very best in food and beverage. Choose from a wide range of traditional and international dishes, prepared from only the freshest and highest quality ingredients.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

RIVERSIDE BAR

Non contractual photo

The Riverside Bar is ideally located adjacent to the River Thames and serves a full range of hot & cold dishes and drinks. Why not enjoy a Latte on the Terrace when the sun is out?

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Our guest reviews for
Mercure London Staines upon Thames Hotel

100% genuine reviews from our guests

Find out more

ALL Rating 3.8/5

3,785 reviews

tripadvisor

TripAdvisor Rating 3.5/5

949 reviews

Good Location

Customer review rating 3.8/5

Michelle J. Families - 09/09/2020 Confirmed reviews ALL

This was a good location for our stay as we were visiting Thorpe Park. I have stayed at Mecure hotels before which have been lovely. I booked 2 rooms with river view. On arrival we were on the 2nd floor. We had no river view as this was masked by the scaffolding. The corridor smelt musky. The decor in both rooms was appalling rips in wallpaper. Scratches on the furniture. My son had red stuff on the bottom of his bed. These are just a few and I have pictures. The only saving grace was that the bed linen was clean, we had clean towels and the bathrooms were adequate with a good powerful shower. I had pre booked the 2 course meal but was not told that the restaurant was closed and it would be a grab and go breakfast. We managed to get a table on the terrace and the food was good and good value for money. The breakfast although grab and go was plentiful and good quality. My nephew also stayed under a different name. He had a ground floor room with patio doors that had a break in the glass and he did not feel very secure. The receptionist on the Saturday night was very helpful and moved him up to the 2nd floor nearer to us. His room seemed much better decor wise and he had a very good river view. It seemed the end of that hotel had been upgraded decor wise.

Dear Michelle J., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. We are pleased to read that you have enjoyed our location as indeed we are located within short distance from Thorpe Park as well as the main centre. We are sorry to read that the rooms were not as expected; please allow us to express our sincerest apologies. We do have an ongoing maintenance scheme in place which focuses on re-painting the rooms. We are pleased to read that the meals and the Grab and Go breakfast which we are momentarily offering was as expected. Your kind comments regarding the front desk team are greatly appreciated and please rest assured that this will be shred with the team as I am sure it will serve as an encouragement. Despite the issues encountered, we do hope you will give us the chance to better serve you in the near future. Kind Regards, Laura Cocue Reception Team Leader

Good location, peaceful stay.

Customer review rating 3.8/5

L S. Families - 08/09/2020 Confirmed reviews ALL

Over all a comfortable stay, staff very friendly. A little disappointed to find that the Restaurant closed, despite booking and paying for a two course meal in the Restaurant a couple of days prior to my trip. This is very misleading. Paid for Bed and breakfast so a little let down by the breakfast to go, ordered the evening before for collection at reception. Coffee and hot chocolate provided in sachets, which is an issue if you have checked out of your room and have no access a kettle. For the money you pay for the breakfast it was not worthwhile. Think that the hotel should be advising the fact that the Restaurant is closed as this is very misleading, had I have know I may have booked somewhere else.

Dear Mrs Lisa S., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read that overall you have enjoyed your stay here with us and your kind comments regarding the staff are greatly appreciated. Please rest assured that these will be shared with the teams as I am sure it will serve as an encouragement. We are sorry to read that your were disappointed with the Grab and Go style breakfast which we offer at the moment and with the restaurant closed. Unfortunately, due to the COVID-19 regulations, it is not viable for us to open our Riverside Restaurant. This is mentioned on our website however, we do apologise if this is not reflected on your reservation confirmation. Despite all of the shortcomings experienced, we do hope we will get the chance to welcome you back in our hotel in the not too distance. Kind Regards, Laura Cocue Reception Team Leader

comfortable stay

Customer review rating 3.8/5

Mr G. Couples - 08/09/2020 Confirmed reviews ALL

car parking an issue , lack of tea and coffee in room

Dear Mr Tyrone G., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to see that you enjoyed your stay here with us . We apologise for the lack of tea and coffee facilities in the room and please rest assured this will be followed up with the Housekeeping Manager to ensure this will not re-occur in the future. In regards to the parking, due to the limited spaces which we have, this is on a first come first served basis and we are fortunate to have the overflow public car park next to our hotel where our guests can park in the case there are no spaces left in our car park. We do hope we will get the chance to welcome you back in our hotel in the near future. Kind reagrds, Laura Cocue Reception Team Leader

Excellent riverside location, lovely room and the service was fantastic throughout!

Customer review rating 3.8/5

Paul Couples - 07/09/2020 Confirmed reviews ALL

Excellent riverside location, lovely room and the service was fantastic throughout!

Ok stay with super staff

Customer review rating 3.8/5

Elizabeth T. Couples - 05/09/2020 Confirmed reviews ALL

We had a lovely room with river view on ground floor. Location is noisy externally due to trainline. Hotel itself was very quiet so much so that bar did not open one evening. The receptionist kindly got us a drink but she was rushed off her feet covering all areas. Decor and furnishings in communal areas is very tired, grab and go breakfast is not worth the money. Restaurant is not open which we knew when we booked but most others in the area are operating with social distancing. Real problem is lack of a lift, not good for less mobile guests. Car park was not a problem but would be if the hotel was busier. We had a voucher which we could only use at this hotel but from experience, the Premier Inn is far more comfortable and better value.

Dear Elizabeth T., We very much appreciate your comments regarding your stay here with us at the Mercure London Staines upon Thames Hotel. We greatly appreciate your kind comments regarding the staff and please rest assured these will be shared with the teams as I am sure it will serve as an encouragement. We are sorry to read that you were disappointed with our Grab and Go breakfast style. In regards to the lack of lifts, we assign less mobile guests in the rooms available of the ground floors as due to the nature of the hotel, we are unable to have lifts. We thank you for sharing your concerns and we do hope we will get the chance to better serve you in the near future. Kind Regards, Laura Cocue Reception Team Leader

Adequate but...

Customer review rating 3.8/5

Scott Solo - 04/09/2020 Confirmed reviews ALL

Well located, quiet, however carpet was filthy dirty with stains, TV faulty in general had a worn feeling. Needs a refurbishment.

Dear guest Thank you for taking the time to share your feedback. We at the Mercure Thames Lodge Hotel at Staines very much appreciate all your thoughts. We are sorry to read your stay here with us was not as expected; please allow us to express our sincerest apologies. In regards to the overall condition of the hotel, I am pleased to confirm that we do have an ongoing maintenance scheme in place and our Maintenance Department is momentarily working on re-painting the rooms. We thank you again for taking the time to tell us about your stay here with us and we do hope you will give us the chance to better serve you in the not too distant future. Kind Regards,, Laura Cocue Reception Team Leader

Brilliant room

Customer review rating 3.8/5

Adrian D. Couples - 02/09/2020 Confirmed reviews ALL

Disappointed to see 90% of guests with out masks on, disappointed with the breakfast in a bag which we were not made aware of until we got to the hotel, if we had of known this we could of done something else as Iam diabetic and wasn't much in the bag I could eat

Dear Adrian D., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are pleased to read that you have enjoyed the room and your rating is highly appreciated. We are sorry to read the Grab and Go breakfast which we are currently offering is not as expected; please allow us to express our sincerest apologies. Due to the current COVID-19 regulations, it is not viable for us to open our Riverside Restaurant. This is mentioned on our website, however we are sorry if this was not reflected on the reservation confirmation. We do hope despite all of the issues encountered you will give us the chance to better serve you in the not too distant future. Kind Regards, Laura Cocue Reception Team Leader

Functionable

Customer review rating 3.8/5

Anonymous Business - 01/09/2020 Confirmed reviews ALL

I was given a room by the canal. This meant there was a lot of foot travel outside, very noisy. The car park is becoming a real issue, people are double parking and I have been blocked in (I leave at approx. 6:00), so the car park is still full. This is not ideal, especially now you are charging for parking. The staff are not enforcing the need to wear masks, but there are signs everywhere that masks are to be worn. Breakfast was good. Staff are always friendly.

Dear Mr Simon F., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are delighted to read that you enjoyed your stay here with us and please rest assured that we have noted all of your shortcomings which will be followed up with the teams especially the enforcement of wearing face masks around the hotel as this is a must. We greatly appreciate your kind comments regarding the breakfast and the staff and please rest assured this will be shared with the teams as I am sure it will serve as an encouragement. We hope we will get the chance to welcome you back in our hotel in the not too distant future as it is always a pleasure to have you stay here with us. Best Regards, Laura Cocue Reception Team Leader

In these 'COVID' times, the hotel provided 'adequate service' at a time when other chains don't.

Customer review rating 3.8/5

Alan D. B. Families - 27/08/2020 Confirmed reviews ALL

In these difficult COVID times, I look for a hotel that can provide a breakfast of some sort and, most important, a proper cooked evening meal. The Mercure in Staines provided this (for the second time) when other hotel chains are not providing what I regard as a basic human requirement of hotel service.

Dear Mr Alan De B., We very much appreciate your kind comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback. We are pleased to read that you have enjoyed the Grab and Go breakfast which we are momentarily providing to our guests and the dinner menu. We do hope we will get the chance to welcome you back in our hotel in the not too distant future as it has been a pleasure to have you stay here with us. Kind Regards, Laura C. Reception Team Leader
Customer review rating 3.8/5

Natalie M. Couples - 25/08/2020 Confirmed reviews ALL

We arrived at the hotel to be shown to our room and qt 2pm, we had no key given to us and no electricity until 5.30 when they put a spare key in the outlet! Everytime we needed to go to our room we had to ask to be let in, it simply wasn't good enough at all for q romantic night away, we felt like we may aswell of stayed at our parents due to feeling like children having to ask ask all the time! Then we wasnt due to check out till 12 and the maid woke us up at 10am. It simply ruined out day/evening and morning!

Dear Natalie m., Thank you for taking the time to tell us about your experience at the Mercure London Staines upon Thames Hotel. We are sorry to read that on this occasion we have failed to meet your expectations; therefore please allow us to express our sincerest apologies for all of the shortcomings encountered during your stay here with us. Unfortunately, during the time of your stay, our key system was down for a while quite unexpectedly however, the matter was fixed the next working day. We are sorry to read that this issue made you feel very uncomfortable. We are also sorry to read about the issue with the Housekeeping Department and please rest assured that we will be following this up with the Housekeeping Manager as this is not acceptable and the correct measure will be taken to avoid future occurrences. Despite all of the shortcomings encountered, we do hope you will give us at the chance to better serve you in the near future. Kind Regards, Laura C. Reception Team Leader

Old and too hot

TripAdvisor rating 3.5/5

86natalies86 13/08/2020 TripAdvisor review

we stayed here for a wedding. The previous night we stayed in the Premier Inn for cheaper. That room was great clean and had air conditioning. In this hotel we were also told to wear face masks. However upon our arrival at the mecure this was not the case. We were greeted by a nice and helpful lady in reception. However, she was the best part of the hotel. Our room was on the bottom floor along a old and tired corridor where the carpet looked accident and very worn. We went into our room that was average size. We were hit by the heat. It had one portable fan that wasn't on. It had two tiny windows. The patio doors you could only have open if you didn't mind the constant stream of the general public watching you get changed. Therefore the room was a sweat box. It completely ruined my getting ready process for my best friends wedding. You could obviously not have them open on the night either. The bathroom had no fan so was hot and smelly. The rooms decor was old and tired and was moderately cleaned. The bed was ok however, we didn't sleep due to the heat. the TV only had 5 channels. Overall the stay was not pleasant and I wish we had continued our stay at the Premier Inn. DO NOT RECOMMEND.

Dear 86natalies86, Thank you for taking the time to write a review. Whilst I am pleased to read that, the lady at reception was friendly and helpful. I am sorry that your overall experience was not a positive one, and wish to offer you my sincere apologies for this. I am sorry that the room your were in was hot and you had an uncomfortable night stay due to hot weather we had recently. Air-conditioning can only be guaranteed when staying in one of our upgraded privilege rooms and I apologise if you had booked one of these but did not receive it. We were due a refurbishment earlier in that would have addressed the issues you highlighted. Unfortunately, this had to be postponed due to current situation in hand (Covid 19) and left us short on time in making the improvements ourselves Our maintenance team, as part of their ongoing property improvement programme is focused on improving the fabric and décor throughout the hotel and I have asked them to attend to the room you were in and address the issues you highlighted immediately. Despite your disappointment, I do hope that you will return in the future, and allow us the opportunity to better serve you. Kind regards, Vijay Pampana

CANCELLATION

Customer review rating 3.8/5

Geoff W. Solo - 09/04/2020 Confirmed reviews ALL

I was extremely annoyed to receive this review request as I cancelled this booking on friday 13th March. I made the booking as I was due to attend the Brentford v West Bromwich Albion football match on 17th March. As I am sure you are aware this match was postponed along with all other EFL fixtures due to the coronavirus crisis. As my visit was no longer appropriate, I was hoping you would be willing to offer me credit against a future booking. I have been a loyalty card holder for over 10 years and regularly stay at Accor hotels both here and on the continent.

Stay cancelled

Customer review rating 3.8/5

Mrl Business - 31/03/2020 Confirmed reviews ALL

Had booked a pre paid price and due to COVID 19 guidance was unable to stay but yet was still charged!

Nice location

Customer review rating 3.8/5

Anonymous Couples - 23/03/2020 Confirmed reviews ALL

Staff were very friendly and helpful, the location is good, breakfast was good, all in all a very pleasant place to stay.

Dear Mark C., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback.We are pleased to read that you have thoroughly enjoyed your stay here with us as we always strive to ensure our guests have a memorable stay. We appreciate your comments regarding the staff and the breakfast experience and please rest assured that we will be sharing this with the teams as I am sure it will serve as an encouragement. We have noted your comments regarding the key drop box and we will look into this to ensure it will be easier for our guests. We thank you for your sharing your experience and we hope we will get the chance to welcome you back in our hotel for another pleasant stay here with us. Best Regards, Laura C. Reception Team Leader

Good location

Customer review rating 3.8/5

Maris G. Families - 23/03/2020 Confirmed reviews ALL

I always enjoy my stay at the Mercue in Staines. The staff are friendly and the location is lovely by the river.

Dear Maris g., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback. We are pleased to read that you thoroughly enjoy your stays here with us and it is always a pleasure to have you stay here with us. We greatly appreciate your kind comments regarding the staff and please rest assured that this will be shared with the teams as they will strive to ensure our guests have a memorable stay here with us and therefore I am sure this will serve as an encouragement. Once again, thank you for sharing your experience here with us and we hope we will get the chance to welcome you back in our hotel in the not too distant future. Sincerely, Laura C. Reception Team Leader

Convenient

Customer review rating 3.8/5

Mike A. Couples - 23/03/2020 Confirmed reviews ALL

Privilege room was comfortable and clean.

Dear Mike A., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback. We are pleased to read that you have enjoyed your stay here with us and that the privilege room was to the expected standard. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best Regards, Laura C. Reception Team Leader

Lovely stay

Customer review rating 3.8/5

Justine C. Friends - 21/03/2020 Confirmed reviews ALL

Myself and 3 friends came for a murder mystery evening. It was brilliant. Staff were fantastic the meal was delicious and the murder mystery was amazing too. Apart from the hotel needing a bit of an update and a lick of paint I wouldn’t fault it.

Dear Justine C., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback. We are extremely pleased to read that you have thoroughly enjoyed your stay here with us and that the Murder Mystery Event was a success. Your kind comments regarding the staff and meal are greatly appreciated and please rest assured that this will be shared with the teams as I am sure it will serve as an encouragement. We have noted your feedback regarding the hotel needing updating, and we are pleased to confirm that we do have an ongoing maintenance scheme in place. Our Maintenance team is currently working on repainting some areas within the hotel as well as the bedrooms and the bathrooms. We hope we will get the chance to welcome you back in our hotel in the not too distant future as it has been a pleasure to have you stay here with us. Best Regards, Laura C. Reception Team Leader

Good Stay, Well located

Customer review rating 3.8/5

Sian Business - 20/03/2020 Confirmed reviews ALL

when coming to hotel receptionist was very helpful. I had a problem with my booking as I booked through work and she was happy to call. She gave me room key and just asked to wait for her call till the problem could be sorted. Very clean room. I would only say the signal for the tv wasn't that good. But over all nice stay, really nice breakfast loads to choose from. thanks

Dear Shana F., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback.We are pleased to read the front office team were able to assist with the booking related issue efficiently. Please rest assured that this will be shared as I am sure this will serve as an encouragement. We are pleased to read that you were also pleased with the room cleanliness and this will be shared with the Head Housekeeper as I am sure this will serve as an encouragement. We hope we will get the chance to welcome you back in the not too distant future for another pleasant stay here with us. Best Regards, Laura Cocue Reception Team Leader

convenient location for work

Customer review rating 3.8/5

A F. C. Business - 20/03/2020 Confirmed reviews ALL

good location; convienent to high street and my office. rooms are okay. the lounge area is comfortable

Dear Antony Ming C., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. It is always a pleasure to receive positive feedback. We are pleased to read that you have enjoyed your stay here with us including our location as indeed we are close to the main centre as well as the train station which offers easy access to London Waterloo and other close by destinations. In regards to the overall hotel condition, we are pleased to confirm that we do have an ongoing maintenance scheme in place and our Maintenance team are currently working on repainting some areas of the hotel as well as the bedrooms and bathrooms. We hope we will get the chance to welcome you back in our hotel in the not too distant future as it as been a pleasure to have you stay here with us. Best Regards, Laura C. Reception Team Leader
Customer review rating 3.8/5

Anonymous Friends - 20/03/2020 Confirmed reviews ALL

IT'S A WELL LOCATED HOTEL BUT THE PARKING FACILITIES ARE A FARCE.THERE WAS NOT ENOUGH SPACES FOR THE GUESTS STAYING AT THE HOTEL.THE OUTCOME BEING THAT MYSELF AND A FEW OTHER GUESTS HAD TO PARK IN THE PUBLIC CAR PARK NEXT DOOR RESULTING IN PARKING FINES FOR US ALL ALTHOUGH WE FOLLOWED THE PARKING METER INSTRUCTIONS !!

Dear Nigel P., We very much appreciate your comments regarding your stay at the Mercure London Staines upon Thames Hotel. We are sorry to read that you have encountered some issues during the check in and please rest assured that these have been noted and will be followed up with the Front Office team and the correct measures will be taken as this is not the standard which we strive to achieve. In regards to the parking, our car park only has 30 spaces available and therefore is on a first come first served bases. We are extremely lucky to have the overflow car park located close to our hotel. We hope this will not stop you from staying here with us again in the near future as we look forward to welcome you back in the not too distant future. Best Regards, Laura C. Reception Team Leader

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