I arrived late near midnight on a Friday, checked in. The room was hot and smelled of smoke. No AC. Opened the window to air it out. Room wasn't great but was convenient to Brands Hatch Racetrack which is where I was going to be the entire weekend. Saturday night in the bar, food took an hour, but it was aright. Sunday night, fire alarm went off. And again, and again. They couldn't serve food in the bar, the alarm couldn't be shut off or fixed, so I packed my things and tried to check out but there was a long line of people leaving as the alarm had been beeping for about 90 mins straight at this point. While waiting in line another guest mentioned that the alarm went off on Friday as well, must have been before I had arrived. Between the condition of the room and the nonchalant reaction of the staff dealing with a fire alarm issue, this is not a 4 star hotel; 2 at best. 5 miles up the road is much nicer accommodation at half the price.

Qas a little concerned after reading other reviews but i Had a very enjoyable spa break just before Christmas. Our experience was positive, staff were friendly and helpful. Hotel appeared very quiet, our room was comfortable and heating worked well. Swimming pool was good as we're steam rooms. It was good there was a staircase near our room, at end of corridor, which led straight to pool and gym. Robes and slippers provided so we didn't need ti use the changing rooms, which I agree with other reviews are in need if a revamp. Evening meal was good and breakfast excellent with a wide choice of hot and cold food. The fire alarm did go off mid morning, thus appeared to have been checked and cleared fairly quickly, and much more disrupting for those already in the spa.

Great check in. Very friendly. Beautiful and spotless room. Lovely touch with the goodie bag in the room. Very much appreciated. Had a fantastic dinner and leisurely but very tasty breakfast. Nothing I would change.

Nice hotel, spa and pool nice. Rooms bit tired and dated, mould around shower edges and lots of stained carpets. Reception staff very helpful, food service very slow, but food was nice. Bar bit pricey.

Would give zero stars if I could. Don’t waste your time staying here. The fire alarms went off every 5 minutes lasting for at least 15 minutes each time all day and night. Hotel staff refused to give refunds or compensations to spa visitors, restaurant customers, and guests staying in the hotel. Dozens of people had to check out in the middle of the night due to the noise. The kitchen was shut down as well due to the gas being shut off. Fire brigade never showed up and hotel staff refused to have them come out to evaluate the problem. When we asked if we were at least safe we were told by the concierge “we can’t really guarantee that”. This has been going on for three weeks now and staff refute to deal with the issue. They require all payments in full at check in so that you can’t refuse to pay for you horrible, sleepless stay. Absolutely terrible hotel and inconsiderate staff, a complete scam. I can’t imagine how many safety regulations are being violated. Don’t waste your time booking here.

Great hotel, nice room, although it could do with a bit of updating and decorating. Staff in the hotel were really nice, friendly, and professional especially the ladies at reception. Staff in the breakfast room were stressed and running around as there were not enough staff for our group. Location is not ideal as it's in the middle of nowhere, but ok for our group.

Only added bonus about this hotel is it's a spa hotel. We stayed because we was attending an event. Bar prices are pricey. Breakfast was lovely, . Our recent stay bedroom was very cool think heating was fixed to certain times of the day. Event room was very cold . Hotel is a bit off the beaten track once you have finally got off M25.

Overall, a great stay. Staff friendly at reception and at the spa. Only negatives were that the rooms don't have air conditioning (only heating) and the chlorine in the jacuzzi was way too strong (eye-wateringly so). Besides this, all good.

On arrival, I noticed the bin in my room hadn't been emptied from the previous occupant. I reported this to reception who offered to (& did) empty it. However, I kept finding tasks missed by the housekeeping team without trying to look for them, for example, medication left in the safe from a prior occupant, food in the sink (trapped under the plug, preventing it from closing), mould in the bathroom (sink and around the bath), paint on the curtain, honestly didn't want to look any closer. If you head to reception for anything at all, you often need to wait some time for someone to come out of the office to help, there's no bell or politer way of notifying staff to you waiting. The bar seemed to be understaffed most nights, with one person trying to serve everyone in the bar/foyer & restaurant. The bar ran out of beer twice in our stay. The spa/pool is open at weird times so doesn't actually seem to be aimed at guests but people visiting for just those facilities, also there was a class on Monday morning which meant guests couldn't use the pool at all. The hotel is in clear need of a refresh, the foyer bright, welcoming and modern, looks great as does the racing themed bar, but you don't have to step far away from the frontage to see the dilapidated state of the hotel. The rooms are in disrepair, with light fittings hanging off of the wall and scuff marks on paintwork. It seems the facilities do not match the facade in the foyer. Almost to the extent of faulty towers. With all of this said, the location could not be more convenient for Brand Hatch and I would likely stay again, however I know know what to expect, I had a good nights sleep, the aircon worked, window opened and was a comfortable temperature in the weekend that hit 31oC. All of the staff we did speak to were friendly and helpful.

I was only booked in for one night. The staff was extremely helpful, friendly and professional. Originally booked a twin room but my granddaughter came with us at the last minute and the staff booked us a family room at no extra cost. The room was clean and tidy. Breakfast was great and the choice of food was really good. We were there for a birthday party at the hotel and it was fabulous - the food was good and the staff excellent. I didn't use the swimming pool or spa. Thank you

Haven't stayed here for 10 years & it hasn't changed.. 3 stars = 1 star for the staff who are all lovely, Sam M in the restaurant was such a delight & very helpful. 1 star for the food which was really good & tasty 1 star for the swimming pool etc. The place COULD be lovely.....location is good. The rooms are a good size, BUT the general upkeep is so tired & all the corridors are dirty, all carpets are filthy & stained. The bathrooms with broken tiles & black grouting all needs to be sorted. With a bit of TLC this place could be top notch. The manager is lovely as well, but Mercure need to invest in this hotel as it could be fabulous 👌

Lovely hotel but very dirty walls and carpets. There were stains on the carpets in the corridors, and in the room, I stayed in. The tiles in the bathroom looked dirty. This hotel desperately needs a coat of paint, new carpets & tiles. Other than that the staff were friendly & helpful. Rooms are a good size & location is good if you're going to the race track.

The customer service at this venue is superb. A special shout out to Esther. It was my birthday and she went out of her way to make EXTRA special. Her efforts were unmatched - brilliant. Only down side was our room, nice size but no air con and it was extremely hot! Esther did try to change our room but it just would have been a kerfuffle for 1 night. Also out treatments were cut short by 10mins as they started 10mins late which was disappointing. Still a good stay overall.

On arrival there were 3 staff checking in 2 couples when 1 became free she just stood there and directed us to wait for the other member of staff to become free and stood chatting to her colleague. By this time there was a queue of 7 people behind us. After about 15 minutes we were served and a 4th member of staff joined in the chit chat of the others. Our room had wallpaper peeling off the wall and was very hot I opened the window to find it barely opened 3cm. The restaurant service was very slow and we waited about 20 minutes to receive the wine we had ordered having to chase it. On returning to our room it was very hot and there was no aircon. The pillows were rock hard and I had springs sticking in me all night. Needless to say we had a really bad nights sleep. I expected better.

Hotel itself is bit tired and dated in places, although they were decorating communal areas on my visit. Breakfast was always good with normal selection of cooked and cold foods. Dinner service was unfortunately slow and as week progressed they started to run out of items. However the staff were excellent, special shout out to Sam on the bar who made big effort to address any short comings.

My wife and I have had many Christmas party's at the Mercure which was great. However this year I picked my wife up at 1 in the morning and managed to get a parking ticket. I have appealed but they have refused to cancel the ticket only reduce the fine. It's a real shame as this experience will stop us coming back.

If you like the following, you’ll enjoy the experience. Personally, I don’t so, didn’t. 1. Blood stained bedding (see photo) 2. Empty Beer bottles left outside of paid for rooms at 4pm (as staff were busy talking with friends instead of taking pride in their work) and stained, hallway carpets greet you, in this 4-star paradise. 3. Food poisoning contracted 48 hours after eating oddly colored cod from the nothing menu (sparing reviewers the horror of the photographic evidence) 4. A food menu you’d find in a leisure centre in the mid 90’s. 5. Stained (black on white finished) and rusty bath fittings (the place we go to wash and do hygienic basics) really brought the show down for me. The sauna was out! Understaffed and over priced — the new standard! We were once a proud and deliverable nation. Maybe I was unlucky lol Summary: a forgettable (reviews aside) experience.

Lovely location and reception gives a fantastic first impression of luxury and super helpful and friendly staff. Unfortunately the room the was very dated with holes in the walls. The Tv remote didn't have any batteries (although this was rectified with a trip to reception). We stayed two nights and sadly room service didn’t bother with our room. When we returned the next day at 4pm we were told we must be on the late list. We thought this strange but had faith and headed out for the evening. Upon return at 10pm the room was still untouched. The lady at reception was horrified and moved us to another room which was good but having to then move was a bit of an annoyance. Breakfast wasn’t very pleasant at all. The cooked breakfast was covered in congealed grease. Not at all appetising. So much so that even though we had paid for it we didn’t bother the second morning.

This stay was fantastic So comfortable and the staff were lovely. Only a week later and I've received a parking ticket from a private company for parking in the hotel car park. I've tried to contact but can't get through . ( I've put this up for guests to check on arrival )

We just stayed here it’s not too busy at the moment which is great and we got a lovely price for what’s here. Lovely food, room and spa. There’s a lot to explore definitely not a boring hotel. Room was clean and had a comfy bed compared to some other hotels also has a piano in the reception too.

Had a lovely time,one night stay. Mandy/reception,was very attentive nothing was to much trouble. Morning/ Evening staff very helpful with Meals. Clemente lovely funny man. Great Staff all round. Rooms were clean and nice decor.

Very Bad lighting in room, though we did get upgraded for free which was nice . Dinner was better than expected though the staff did explain not to tip through card payments as the owner doesn’t share tips to them…. Is this legal… or even a genuine complaint by staff. Front desk was equally super helpful and at the same time distant and baffling. A concierge would have been nice or even someone at the front desk, but it’s fine we got through the heavy front doors. There was an alarm that went of constantly in the hallways… maybe 6 hours so far….. no sign of stopping. A constant buzz. This hotel is bipolar… both great with such potential and suddenly awful. Did I mention the cold tap didn’t run cold water…. Weird place… but potential

Went here for an overnight spa trip with my daughter rooms were comfortable aircon was good food was nice, drinks affordable. They have a great pool and gym facility. Some parts of the hotel were a little tired looking so that's why I gave it 4 star but we had a pleasant stay.

Booked this hotel for one night as it is at brands hatch. Some of the rooms look a little tired and need some updating and cleaning but overall not bad. We arrived quite late so opted to have dinner at their restaurant. The food was extremely good and the service was good too. We would certainly book this hotel again when visiting brands hatch

Good location (if you want to stay at the entrance of Brands Hatch circuit). Decent breakfast, and a nice looking bar with a motor racing theme. My room was not well vacuumed. Something was on the carpet (several large hard bits I kept noticing as I trod on them). Decent size bathroom, but found an unwanted puddle on the bathroom floor next to the bath when I first came in the room after checking in. Beds were reasonably comfortable sightly firm, quiet at night and easy to sleep undisturbed with the window open. The car park was poorly surfaced with many potholes in the further parking area. Lack of 'normal' tea bags in rooms next to the kettle - only fruit/mint tea. Slightly disappointed as I was hoping for something slightly better than a premier Inn, but did not get it.

Lovely hotel, room was exactly the same as picture. Air on was lovely. Swimming pool and jacuzzi was wicked! The breakfast there was a selection for everyone. Would defo recommend wowcher deal and visiting the hotel. Staff very friendly overall nice atmosphere. Late checkout was a nice also.

Went here as a late treat for my wife's birthday and definitely worth the visit. Staff were very friendly and accommodating especially as we arrived early. Room clean and modern with a lovely rainforest shower. Managed to use the pool on both days which was nice and relaxing. Had a meal included in the restaurant and a bottle of prosecco included in the deal which were both excellent.

Friendly staff and the gym is pretty decent. However, the quality of carpets throughout the hotel including the room and the deco is awful?? The entire hotel could do with a severe facelift. The hotel rating - 4* is a joke, and certainly not worth the rate we paid for one night.

We stayed there for one night and we used the spa with a treatment. The rooms are ok, maybe they need a bit more attention as the extractor fan in the bathroom wasn't working. The staff is really good, we had a good conversation with Clemente during our dinner and we really appreciate his enthusiasm. Andy is an absolute star, he was very helpful and nice to talk to. Maybe it would be great if the breakfast was up to 10am instead of just 9am. The spa facilities are really good and the staff is fantastic. The lady at the reception even gave me a pound coin to use the locker. The massage was exceptional, both me and my partner enjoyed it a lot. The major downside is the steam room. It was very dated and dirty, the linoleum floor was peeling off from the walls and there was mould in various parts of the room.

Visited the fitness centre for a spa day. Staff were brilliant, really looked after us. Had a bite to eat for lunch in the bar area and the manager (I assumed) really was great, very accommodating and friendly Would give 5 stars but the swimming pool area etc looks a little tired and I think could do with some maintenance here and there. Despite that I would definitely return.

The hotel itself is pleasant enough, clean rooms and good facilities. The reason for this 2* review is probably specific to my experience. The air-conditioning unit was defective and only produced cold air which isn't ideal in mid January but I was provided with 2 electric heaters. I also had no hot water in the morning so my shower was a little "Bracing" to say the least. When I bought this to the attention of the reception staff, they couldn't care less. I won't be staying there again, at the best part of £100 per night, it's just not good enough.

Bought a Spa day with afternoon tea for my mums birthday. We visited on a Wednesday and expected it to be pretty quiet. The facilities were abit dated and there were about 10 sunbeds available which were not enough for everyone there. The pool is also used by others, there was a mother and baby group in the pool singing when we got there (10am) and around 3/4pm there were kids in the pool. The best bit about this experience was the staff. They were friendly and helpful. The massage was amazing, can honestly say one of the best I've had, Michelle did a fantastic job. Would return for the massage alone. I wasn't disappointed because I didn't pay a lot or travel far for the experience, however if I had traveled for an overnight stay for a romantic experience with my partner, I would have been disappointed by the lack of facilities and the kids in the pool, can't say it gave relaxing vibes.

Stayed this month and the room was freezing- there was no central heating or heaters. At £250 a night, you would think they could stretch to some warmth. I wouldn’t stay again as I never got any sleep due to the cold. The breakfast was nice though

Esther was wonderful, she see us with all our bags as we were searching for our room, offered help and escorted us there. She made a difference and we appreciated her professionalism and kindness. Leisure facilities were great! Evening meal was very tasty, the classic burger was exceptional. Plates at breakfast far too hot, scalding hazard waiting to happen! No napkins to indicate that the plates would need one as bare handed was impossible.

We visited the Spa as a party of Nine ladies, (Three Generations) yesterday. The overall experience was very enjoyable. We wanted to mention two member's of staff from your Hotel Catering team who went above and beyond to look after us during our visit's to the restaurant. Kate and Aura, thank you! The Spa facilities were adequate and clean. Sadly the treatment's let down the whole day, one therapist who treated two of our party was not up to the standard expected and that of the other therapist's. Regardless of this, the fire alarm sounding and an evacuation. We did have a relaxing time and would consider returning in the future.

The hotel was ideal for us being on track. It is very tired and needs updating. The restaurant stopped room service at 8pm. We went down to a crowded bar only to be told the spory bar had stopped serving food. Only after several customers complained did they open kitchen and serve limited options. Staff were friendly at reception not so at the sports bar. Check out ok but we were uncertain about parking as we were need to leave car til 8pm. Reception wasn't sure so we just added another 12hrs. There was no one at the pool desk when we went down? So just signed ourselves in. The lift was broken we believe its been this way for months. Hotel certainly is no.longer 4 star.

Very pleasant check in with Esther, she is such a happy smiling person which is really appreciated after a hard day at work. Room was clean, bar food and breakfast very good. Only downside was the air conditioning wasn't working very well, but there was an additional fan in the room to help.

Room was cold no heating apart from a small electric heater . Service was very slow in restaurant , paid £15 for a portion of very small chicken tenders , pies had been cooked in micro wave oven , drinks service to table was none existent. Ordered a child’s tomato soup after asking waiter and when it arrived was we think it was leak and potato , so we sent it back , this wasn’t removed from the bill until we pointed it out . Waiter ask if we wanted a dessert, we gave him our order only to be informed that the kitchen was closed .