2/10 Terrible
Aly
Travelled with family
9 Feb 2026
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
On arrival at 10pm with a toddler in tow & having driven 7 hrs we were told on check in that someone else had checked in as us, I was baffled but was told by the staff member that he showed the guest the computer screen and he pointed to our booking so was given the room.i was so distressed that someone now had all my private details, the staff member then went to move guest to another room and clean the room that was meant for us, this took an hour from start to finish we then get to our room & the second bed had not been made up so staff member had to come back to do it, he was in and out the room 5 times as kept forgetting the correct sheets etc, we finally was able to get the toddler sorted at 11.35pm when he finally completed the bed making. Breakfast was dire no choice of bread, the scrambled egg was swimming in grease and the dinner (carvery) that next evening was equally as bad. The bathroom smelt the plug must have not drained as it was awful.
I wanted to love this hotel as it’s so easy for us but sadly it was riddled with issues not ideal when you are staying to attend your father’s funeral.
I did make a complaint to both hotels.com and the mermaid and was refunded just for one night strangely.
Aly
Stayed 1 night in Jan 2026