Burton Upon Trent Newton Park

Stayed with family in what should have been a superior room. There where crumbs on carpet, stained sheets, dirty wc and overall a depressing room. We eventually left 15 minutes after arriving. Wouldn’t let my dog sleep in that hole. Staff where also numb.

Absolutely appalling, hotel does not answer the phone or questions of customers. Have called atleast 10 times to get through to someone but no one at the front desk!! Tried the reservation line and there also clueless!

The team eased me back into travel life coming out of pandemic. Comfortable room, tasty food and cosy bar experience with kind and thoughtful service and help by José and team made me very happy with my stay. I hope to be back soon.

Never got the chance to stay here - our booking over Christmas to visit family was cancelled with around a month until the big day. The explanation was: As I’m sure you’ll understand (how patronising) the impact of the Covid-19 pandemic on the hospitality industry has been significant and the hotel is having to prioritise long-term bookings to support their recovery. Well I am sure I understand that Mercure does not value our custom and has found a better offer. Supporting recovery is understandable but am I inclined to book with Mercure again or recommend them given their unreliability? Absolutely not. Shocking behaviour. Now we are saddled with finding another place when lots of places are booked out and we will have to pay through the nose. Mercure - you call yourself a professional chain? This would never happen with Hilton. If you are considering staying here, don’t. Take your custom elsewhere, otherwise you run the risk of being let down. Thanks Mercure for causing a great deal of stress ahead of the festive season, when instead we should be looking forward to celebrating with loved ones. It's not like we've waited two years for this or anything given travel restrictions (oh wait...yes it has been two years).

Turned up at this hotel for a 3 night stay. Arrived at 9pm with a sleeping 1 year old in the car. Had booked the 'Superior' room (room with lounge area separate) so that we had the space. Greeted by the rudest receptionist who made it clear that we had basically interrupted whatever chat she was having with the bar man. We were shown to a 'Privilege Double' room and quickly realised this wasn't the room we had booked. Turned out that it was an error in their booking system where the reservation team had sent over that booking and our booking had Superior Room on it. Lady at front desk didn't believe we had booked the Superior room and basically said we couldn't have it as it had been double booked for a wedding the following day. We aren't the type of people who will take a room away from a Bride so we asked if we could use the room that night and deal with it in the morning. The lady told us the manager at the hotel wouldn't be able to help, she gave us the key to the room and said we needed to be out by the morning and to call the Accor Group number. Finally got into the room we had booked which was filthy but most importantly, got our little one off to sleep. I decided to call the Accor Hotel number to see what could be done. I had to explain to one lady 4 times that we were already at the hotel, she then passed me through to Customer 'care' who basically talked over me and at one point, laughed about the situation we were in? They asked to speak to the receptionist so queue me walking downstairs to speak to the Reception Lady again who actually rolled her eyes at me!!! It swiftly became apparent that nothing would be resolved with this team of people overnight. We decided to sleep and deal with it in the morning, we also decided that whatever room they ended up giving us wouldn't be enough to account for the awful customer service and booked the Hilton up the road (which is just brilliant by the way) for the following 2 nights. Woken all night by people running around the hotel, doors slamming and general noise and actually dread to think what the noise would be like with a wedding on. The team of people we were greeted by in the morning were lovely and were actually quite shocked about what had happened and very apologetic. The new receptionist was able to describe the previous one perfectly before we had even gone into detail which made us wonder how often she gets complained about. The Manager asked us if we would stay and he would see what he could do but we advised we just wanted to be refunded and to leave, which he did sort out for us. All in all, I would never return here and possibly wouldn't stay with the Mercure Group again. We were quite glad the mess up gave us a reason to leave in all honesty and would give less than a 1 star if we could - only giving 1 because the morning team were genuinely really apologetic! Book the Hilton - you won't be disappointed!!!

Beautiful old building belies a tired and worn out interior. Holey bedding, uncomfortable bed, small pokey room, dark, dank and depressing. Even worse, the toilet clearly hadn’t been cleaned - flecks of poop and blood in toilet basin - made us question if the bed sheets had been changed and if room had been cleaned. In summary, unbelievably expensive given the state of the place - how a large chain allow themselves to offer accommodation in such an awful state of repair is baffling.

The room we stayed in was beautiful. Large comfortable bed and a lovely bath and separate shower room with loo. A bigger TV would’ve been nice as it was quite far from the bed. The breakfast was all buffet style, and replenished a few times while we were eating. Food was nice, even though it was kept on hot plates. The only issue was the incredibly noisy neighbours, who seemed to be trying their best to beat Meg Ryan’s performance in When Harry met Sally, if you know what I mean! It’s a shame that no soundproofing was put in when the rooms were refurbished, and that the headboards banged against the wall so much.