Mercure Newbury West Grange Hotel

I rarely leave negative reviews, but this was one of the most frustrating hotel experiences I’ve had. We had originally booked another hotel, but cancelled it at our own expense because it didn’t have air conditioning, and the ongoing heatwave would have made it impossible to sleep. We specifically chose the Mercure Newbury West Grange Hotel because we booked two rooms that were advertised as having individual air conditioning. On arrival, we were told that only one of the rooms actually had air conditioning. The other was a “Standard Room”, which staff claimed doesn’t include air conditioning—even though my booking confirmation clearly states “Individual air conditioning” (“ have retained the booking confirmation stating this). I asked for a refund so I could find alternative accommodation for that room, but was told the staff had no authority to process one. Instead, I was told I’d have to wait 4-5 days until the manager returned from holiday before anyone could decide what, if anything, would be done. That response was completely unacceptable when the issue needed to be resolved immediately. To make matters even worse, when we entered the room that was supposedly equipped with air conditioning, we discovered that it wasn’t working either. There was no maintenance staff on site, so the only response was that there was “nothing they could do.” I then asked the receptionist to provide written confirmation that the air conditioning was not working, simply to assist with a complaint. He refused. Instead, the only solution offered was a pedestal fan, which is no substitute for the air conditioning that had been advertised and paid for during a heatwave. This wasn’t a minor inconvenience—it was a hotel failing to provide a key feature that directly influenced our booking decision, followed by an inability to resolve the issue, no meaningful authority on-site to help, and a refusal to document what had occurred. If you’re booking this hotel because you need air conditioning, I would strongly recommend confirming the room features directly with the hotel before relying on what’s advertised (and even then, it seems to be gamble).

Very comfy quiet clean Hotel, perfect for one night stay well visiting friends.

Hotel was lovely, food was fantastic only moan is that beds have one pillow per person and no extras were stored in the wardrobe

From the moment we walked through the door I knew I had made a good choice. The lady on reception was fantastic and couldn't do enough. The room was lovely. Bathroom, well the bath was massive, glad I could swim. Yhankyou for a great stay ,we will definitely be back.