myself and my partner have recently stayed with our 3 children at the Mercure Grange Hotel Hull. I am utterly appalled by a few things that have happened during our stay. I wanted to make you aware of the following and see if there is anything you can do in return as myself & my partner are really unimpressed and wouldn’t like any future guests to feel the same or your hotel have a bad reputation.
Firstly, when booking the hotel we asked for 1 big family room to sleep 5, we was then was accommodated 2 rooms interlocking with 2 doubles & 1 single within each. Upon arrive we was given 2 rooms interlocked however they only had 1 double and 2 singles between them.. this only slept 4, not the 5 we booked for, we was then moved to 2 separate room causing upset for the 3 children.
We booked this hotel, also 20 minutes away from the town centre purely for the fact that it was ‘child friendly’ and included a swimming pool for the children (stated online). We arrived to the pool, online times stating open til 9 for all but on arrival saying 7pm for children. When entering the swimming baths the changing room doors had blood on them (spoke to the staff member on duty and this was apparently due to swimming lessons).. during our two visits to the pool I found numerous tiles in the pool detached from the wall/bottom of pool. My 5 year daughter cut her ankle on of these tiles, I am also 6 months pregnant and the infection rate due to this is very high & I didn’t feel safe to continue in the pool after these occasions rose. The jacuzzi online never stated it was for over 16 years, we was told our children wasn’t allowed in when the swimming area was empty but other children was allowed during busier periods.
I then paid on arrival for 2 all you can eat buffet breakfast for the two adults - breakfast Sunday am - we was told no buffet just menu orders. The children was told to do the same but when asking for more food we felt a burden to the staff who sarcastically joked whenever more food was mentioned.
We was told the hotel was a child friendly hotel, hence us paying an extra £20 in taxis from the train station and travelling 18 minutes from the train station. I truly feel it isn’t accommodating for children.
On a brighter note, the 2 staff members on the bar between 7-10pm were brilliant and showed very good customer service.
I am again grateful for most of the customer service eg Jeff on the main reception, but as a paying guest who has brought her family away for the night would like to know if there is any refund/compensation you can do as our stay wasn’t to our full experience/expectations.
Thank you very much
