Matkat – Merstone

Unfortunately, our stay was disappointing and below the standard expected. I had informed the hotel in advance that I have chronic pain and asked to be considered for a ground-floor room. Despite reception being aware of this, we were initially given a room at the very end of a long corridor. After complaining, they did move us to a more suitable room and kindly gave us a complimentary latte, which I appreciated. There were also confusing and contradictory instructions from staff regarding getting a coffee, which left me very anxious. We also weren't told before arrival that pool sessions had to be booked. The hotel itself is very dated and needs investment. The pool was disappointing and didn't feel clean, and the waterfall wasn't working. We were told it apparently hasn't worked for at least five years. We also noticed dried drink spillages/staining inside the lift walls. Although management eventually resolved our room issue, the combination of accessibility concerns, poor communication, cleanliness and tired facilities really affected our stay. For the price paid, I expected considerably better and unfortunately wouldn't stay again.