Mercure Newbury West Grange Hotel

I was at the hotel for a training course. I’ve driven past a number of times and was always intrigued. It is lovely inside - really clean and nice decor. The restaurant looked lovely and has a bistro style menu. There was plenty of food provided for the course. I spoke to a gentleman who I believe was the manager who was very helpful. The hotel runs a number of events including a fun looking Fawlty Towers evening.

We booked two nights stay with dinner, should have booked room only. The food and service in the restaurant was terrible. The first evening, I ordered a chickpea curry, explaining to waitress I am a vegetarian but eat fish, after an hour 30 minutes wait, the waiter informed me that he couldn’t find the vegetable curry in the cupboard! I was surprised he was looking for it in the cupboard and reordered salmon. 30 minutes later it appeared, salmon ok but rice was on big lump. I asked the waiter why he didn’t explain the problem earlier and he was extremely rude saying there was no chef and he was cooking and serving, as if this was my fault. I felt very uncomfortable. The next night was worse when the waitress (receptionist) took my order of three bean chilli, again an hour wait I was presented with a meat chilli, which the waitress assured me was vegetarian not meat. Unfortunately when I tasted it, it was meat. The waitress had disappeared and I went to find her and explain that it was beef, she just said was I allergic. Not the point I choose not to eat meat. I reordered the chilli, but it was inedible. We were offered free dessert or drink, but declined. Breakfast was lukewarm and service non existent, it seems the lure of the garden and smoking was preferable to the staff. I have tried to contact the manager to discuss the problems but he appears to be in meetings!

It’s a very nice hotel specially the staff it was very hospitable and helpful .. one of the staff members Rupanjali was very very helpful took care of us very well … highly satisfied by the services

Firstly the room was excellent. Comfortable bed, good bathroom and shower. Lots of extras in the room eg fan for hot weather, heater for cold, fridge, safe. Staff were either brilliant or terrible, with nothing in between. Either charming with nothing too much trouble, or totally disinterested with no acknowledgement we were even there. Breakfast was awful. Don't understand why a hotel would serve a cooked breakfast which was cold, not once but 3 days on the run. Cld food, cold plates, and when we complanied it was suggested they might warm it up, presumably in the microwave. We would be very unlikely to stay there again.

Our room was excellent, overlooking fields, with everything you would expect - decent shower, comfortable bed, plenty of space in the room etc. (We were on a short break package involving Highclere Castle, so maybe we were upgraded because of this). On the first night, the food in the restaurant was cold - to be fair the waitress did offer to replace the dishes in question, and we were given free drinks on our next visit. Breakfast is fine, given that this is a medium prices "chain" hotel at a corresponding price - so don't expect a vast breakfast menu, or very high quality local ingredients. Staff were friendly/helpful.

I did write a review on July 19th commenting on the disability room. I have received no response to this. I should have had the courtesy of a reply to my concerns.