Mercure Cheltenham Queen's

"One to recommend"

19th May 2012, mrsmiggins_12, Toulouse, France

An impressive building from the outside and does not disappoint on entering. Great position to walk to town centre and Montpellier area. Rather slow service at reception to check in, but probably due to arrival time - 2.15pm. Lovely comfortable room with windows on 2 sides overlooking town and were also given the option to choose another room if not satisfied with this one. Very comfortable bed with soft cotton sheets. Inclusive breakfast was good and plenty of choice from menu and buffet, although the buffet certainly looked like it had been sitting out under hot lamps since 7am when we arrived at 10am. Tasted fine tho! Private car parking at £10 per night seemed a bit steep. Overall a good weekend break hotel for location, quality of room and welcoming staff.

Management responseDear Guest,Thank you very much for your review. I am delighted that you enjoyed your visit at Mercure Queens Hotel in Cheltenham. I look forward to welcoming you back soon. Kind regards, Peter Watt
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"Mistakes can happen"

17th February 2012, BarbaraAB1

I arrived and checked into this hotel last week, was given my room key and pointed towards the lift. No help was offered even though I had told the receptionist my vision was very poor as I was about to have a cataract operation. When I got to the room I had been allocated it did not appear to be of the correct standard - I had booked a superior room. I have stayed at this hotel often, and knew what to expect. I rang down to ask Reception, was told to wait for a return call as she was busy, and decided to return to reception, with a suitcase, a bag and a handbag. I had to wait again, and was made to feel that I was in the wrong, although the mistake was clearly that of the hotel in incorrect room allocation! Fortunately for me I know the hotel and I had proof of my booking. I honestly believe that had I not had so, the Receptionist would have refused to change the room. She was rude, and needs training in customer service. She blamed everything and everyone. I simply wanted a change of room and an admittance that a mistake had been made, the latter I did not get. This was at 7pm on Friday 10th February. The hotel is in a good position in Cheltenham, has a very nice feel to it, and a lot of the rooms are quite large. Everyone else in the hotel was most helpful and considerate, especially the night porter.

Management responseThank you for taking the time to write a review about your recent visit to at Mercure Queen's Hotel in Cheltenham. I am so sorry for the poor service you received on check-in please be assured that we are re-launch our internal customer service programme which will cover all aspects of service.Thank you again for your constructive comments and I am pleased you like Cheltenham and the Queen's Hotel.Kind regards, Peter Watt
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"POOR STAY - TRY ANOTHER HOTEL"

15th February 2012, Yeovil, United Kingdom

Very disappointed, the room was so small my wife and I were constantly tripping over one another. The room allowed for little space between the bed and the walls. The view outside the tiny window was facing the middle / industrial part of the hotel over the air-conditioning units which ran all night. The car park is £10 payable even if you are a resident. Not a cheap stay but a very disappointing one!As an A club member, I expected a great deal more. A cheaper holiday inn or travel lodge hotel would have been an improvement!

Management responseI am really sorry to hear that your stay at Mercure Queen's Hotel in Cheltenham wasn’t up to expectations. We do have a number of bedrooms overlooking various parts of the hotel and I am afraid due to high demand all our doubles are the first rooms to be taken over the weekend or on special occasions. I do apologise for the size of your room on this occasion and if I can be of any further assistance on a future visit to Cheltenham please do contact me direct on 01242 514754. Kind regards, Peter Watt
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"A Club points"

27th August 2011, Cheltenham

I have yet to see my stay being credited to my account! I have in the past submitted invoices via the A club web-site in order to claim outstanding club points. I have yet to see my account updated either.

"Good location and value for money"

27th July 2011, Bury-Barrow, Lancashire

Good location very convenient for the town centre. Grand looking hotel, and great breakfast with lots of choice eating in the conservatory overlooking the gardens. Pleasantly surprised by Cheltenham and the bustling town centre.

"First Experience of Mercure in UK"

23rd June 2011, Swansea

As one who has over many years been satisfied with stays at Mercure Hotels in Europe I have to report that The Queens Hotel in Cheltenham let us down badly. Regretabyi I had booked a twin/double Superior Room. It turned out to be overlooking and adjacent to a busyt mainroad and was extremely noisy. I asked to be moved and was offerred another Superior room which I refused as that window looked over what I believe was the main cooling plant and also very noisy. It seemed that no other room was vacant so we stayed with the original room allocated .When we returned later in the day we discovered the room had become more like an oven, a heated towel rail which we could not swirch off, and an air conditioning arrangement which was clearly not working. The noise from heavy traffic forced us to close the window and have a virtually sleepless night. . When I indicated that although I had prepaid when booking I would not be staying for the second night. without further ado I was offerred a superb room and all was well until the next morning when we went for breakfast advertised as Hot Buffet to 10.a.m. However at around 9.15 the hot buffet had been removed and we were offerred a freshly cooked breakfast. This turned out to re-use of the earlier buffet selectionwithout re-heating which my wife refused to eat and I soon realised that she was right. Food was returned with our comments and when we left the restaurant we were offerred profuse apologies but no explanations.At the main desk they were horrified and confirmed that buffet should have been available until 10.a.m. Without exception staff at the main desk were excellent to deal with and much to my surprise when I went to settle the parking charge (£10 for each 24 hrs) they had decided that my parking was complementary.My advice is do not prepay for special offers, check rooms thoroughly, avoid rooms facing the main road and seek rooms facing the park.MB -South Wales

"Pre-Cornall stopover"

20th June 2011, Romford

The reception was next to the revolving door and although was serviced by two ladies we had to wait a long time before being served and consequently the entrance area became very congested, We arrived by car and were advised that the hotel had a car park but the cost would be £10 per night. We were surprised there was a charge as I do not recall seeing it on the internet booking form and thought the price was a little steep - would it not be better to include it within the room price and offer free parking, as it always rankles when there is a nightly charge.We stayed on the 3rd floor and the room was spacious and well maintained. Despite the hotel being busy we had a good nights sleep.The hotel was excellenetly positioned and was near to the shops and restaurants. We ate out at Pizza Express a few minutes away, although there was an excellent choice of restaurants within 10 minutesfrom the hotel.The self service bufet breakfast was very tasty and there was a good selection of food, with the eating area situated in a light and airy garden room.On checking out the service was a little slow amd not as friendly and welcoming as you would normally expect, although this may have been due to the arrival of a coach arriving a short whilw before we were laeaving.Overall, a pleasant stay in a well situated position with the only minor gripes being the reception area/sevice and the car parking fee.

"Comfortable and elegant"

6th May 2011, Hayling Island

Amazing location within the town, a beautiful, grand old building with interiors reminiscent of the Grand at Brighton, lovely spacious room with high ceilings and a deliciously comfy bed. This place is very hard to fault, and we had a wonderful stay there.

Management responseThank you for taking the time to write a review. I am pleased that you enjoyed your stay at Mercure Cheltenham Queen's Hotel and look forward to seeing you again in the near future. Kind regards, Hotel Manager
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"Great location and a lovely hotel"

27th December 2010, AnnaeLondon, London

We really enjoyed our stay there. The hotel is very well located and the staff is friendly. We had an offer online so the price was fine but I am not sure I would pay the full price.

"Lovely Hotel"

3rd December 2010, Bath

Lovely hotel with a great location. Fantastic place to stay and visit Cheltenham.

"Comments on experience of staying at hotel during November 2010"

28th November 2010, Christchurch

Generally very satisfied. The bedroom clearly needs maintenance undertaking in the bathroom and general decorating appears to be long overdue.However we were made to feel very welcome and the staff were very helpful and attentive