Mercure Oxford Hawkwell House Hotel, Exclusive Hire

We stayed at this amazing hotel for 2 nights to celebrate our wedding anniversary. Our stay was wonderful and room was clean and spacious. We had a good time except few things which I will mention at the end. Staff are friendly and attentive. The day we arrived we had a good service and one of the staff even gave us some tips of what to do in Oxford and travel which I found was really a bonus. There were 2 things which gave a sour taste about our travel was: : 1. I asked for some celebratory drinks or decorations when I booked the room because we were travelling for our anniversary but nothing was done when we arrived. Later after complaint they gave some free drinks which was good. 2. Second day we went out to explore Oxford and cleaning sign we put it on. When we came back only bed was done nothing else was even touched. Bin was full, floor was dirty, coffee facilities was still a mess. Second day was bit disappointing just due to non clean room. However, Food was good and breakfast had good range of options. Plenty of parking space without any extra charge which is a bonus. Overall it's a good place to stay and not far from the main Oxford city centre.

We were staying with you for my wife's birthday. I had correspondence prior to state we needed a quiet room due to my wife's tinnitus. Due to my wife's birthday you said that some chocolates and a card would be in the room. On arrival we checked in with a lovely gentleman and gave us our room key. We proceeded to the room which had a constant humming noise coming from what we can only guess was a large unit outside or from an adjoining room. I also noticed no card or chocolates were present. I returned to the gentleman on the front desk who was very attentive and took my wife to check other another room which was suitable regarding the noise. The new room did not have the same products available like soft drinks or biscuits. We then had a reservation at Frank's Restaurant. We were told that this would be served in the bar area and not the restaurant when we checked in. We arrived in the bar area and waited over 10 minutes for someone to attend to us. This did not happen so we returned to the reception and cancelled our reservation and headed into the city to dine instead. On returning from the city and heading to our room we walked past a green fenced off area. This is where a couple of rats came running out from. This happened again while walking to breakfast. A few points for you to take on board are... 1. If you say you are going to do something, then follow it through. 2. If alternative rooms are offered, then offer a similar standard of room. 3. Ensure your pest control is being monitored and maintained. I would like to say that the young gentleman on reception and the lady at breakfast (Wendy I think) we great and a credit to your company.