Mercure Queen's Hotel Cheltenham  

Very comfy huge beds!

Terrible check in, staff hd no clue what was happening as there seemed to be several doscrepancies in what we had booked, from nights booked, class of room to weather we had paid! The receptionist was completely lacking in any charm what so ever! We were then allocated a key that opened the door to a room that was occupied by other guests! Our friends key didn't work! We finally managed to get the key re-cut and a room the did not come complete with other guests! We were going to a wedding the following day and booked a taxi to take us there which was ordered for an hour earlier, nobody even bothered to call pur room to advised us of this. The 1st we knew was when we showed up at reception to be told it wad been and gone! The bar was un staffed. Upon check out, our room had had £150 worth of other guests bills put on to ours, which we had to argue weren't ours. Along with £15 breakfast bill which should have been included in our room rate! We were lucky as we only returned from our trip less stressed than hoped. Our friends returned with a selection of bites from the hungry bed bugs! Lovely!

I have stayed here on numerous occasions and I always enjoy my stay!

Location

I had booked an Executive room, as advertised by booking.com but was told this was a mistake by Booking.com, the Executive room advertised was in fact a family room. I was put into a superior (?) double, this was small and completey different from the room advertised, when I complained was told by another staff member this was a mistake by booking.com as they had not made reservation for an executive room and I was then moved to a classic room. The room was large, it had one portable radiator, it was dark, cold, and dusty. Wifi is charged and if you have more than one device you apparently have to purchase another code. Considering the magnificence of the hotel it is a shame the quality is so poor.

The hotel interior is stunning, particularly the staircase. The room was large and very comfortable.

Inadequate milk in the room. Rubbery eggs at breakfast and beans had skin on, however there was a good variety of food and sausages were very good apparently.

Location

Too few staff on duty so constant queueing at front desk & bar - bar range poor - no Christmas decorations whatsoever in bar The Queen's used to be a top notch hotel but now the high tariffs do not reflect the quality of the hotel - more like budget value for a higher price

We stayed at the hotel because we were attending a function at the Town Hall which is very close by and within walking distance.

Extremely well-located, we didn't know Cheltenham and were delighted in where the hotel was putting it in easy reach of everything in the city. Very pleasant staff, good food, comfortable rooms (although rather hot).

The hotel parking cost - it was very convenient, but at the room rates, we felt could have been free for guests - at £10 a day (which came as an unpleasant surprise at the end of the stay) it wasn't cheap. The room was rather too warm - even with the climate control on.

Though the hotel was surrounded by scaffolding, everything was clean and tidy. There had obviously been some up-grading going on and the bathroom was especially smart and bright. Breakfasts were good, and the hotel was conveniently placed for where I needed to be. Staff were all helpful and pleasant.

The rooms we were given werent what we had booked and decorating was taking place in the very same corridor, so we had to change. The hotel its self is very dated with scafolding on the outside, although it is being updated its going to take a very long time to bring it back up to a 4 or 5 star. The rooms are to hot at night so sleeping was very difficult and the air conditioning didnt work. The shower in our room could of done with a new shower head as you almost needed to run around in the bath just to get wet.

We asked to change room as the allocated room was small and had a poor view. They upgraded us to a suite (316) at no extra charge. Hotel is undergoing refurbishment but did not bother us. Good friendly service.

Undergoing refurbishment. First room allocated was dark and small but we were upgraded at no cost.

Good central location

Breakfast was of poor quality and the Parking difficult

Though the bathroom was big, the ceiling height was so low, my husband could stand up straight in there and taking a shower, located in the bath was impossible for him. Our daughter had a roll away bed of such poor quality that she was doubled over with her backside touching the floor. It was race weekend in Cheltenham and there for quiet a few drunk and loud guests in the hotel, obvious no fault of the hotel, but annoying nevertheless.