The Mercure Maidstone Great Danes Hotel looks like a winner, can't do much wrong - a safe bet. Especially when you're there the second time and you know you have to avoid the very small rooms and book a suite. Exactly what we have done. But what happened?
Already upon arrival the lady at the reception was just bored, after she has been away for minutes leaving the desk unattended. OK, here she is, unfriendly, talking of welcome, when all over her face the opposite is written. I ask for a luggage trolley, to which she points, "over there in the corner" - where there is nothing. OK, she needs an extra effort, goes way, comes back with the trolley and merely throws it in front of my feet. Unacceptable. I ask for staff to help with the baggage. This works. Two young people jump suddenly into the scene and take whatever they can. Amazing...
The suite looks good, first impression is OK - a lot of space. But - and in such moment there always seem to be a BUT. The bathroom is not prepared, only towels for one person. OK, we take the missing pieces out of the cupboard. After a 600 km journey one first visits is to the toilet. It flushes, but does fill up the tank. We wait. And wait. And try again. A tiny bit of water seems to run into the tank. After 20 minutes, still no flushing possible. I ring the reception. Again the lady. She will send someone. Another 20 minutes pass, nothing happens. I go to the reception personally, where she is still bored. I insist of sending a plumber or technician. She says she has paged him and she will do it again. I want to have a concrete answer, which she can't give. 10 minutes later one of the persons that helped with the baggage and we go back to the suite together. He had a look and confirmed that it's not working. OK. And now? There is nothing he can do....
Do I have to give him the £1'000'000 hint what one might do in such a case? Give us another suite! He rings the reception. There's is none available. Just the standard rooms, I wanted to avoid... Could we have two with connecting doors? Any other solution. He checks and we start an expedition of the hotel. The connected rooms are of no use, unfortunately, so we walk and walk, seemingly miles to the other end of Kent or at least the Big Danes Hotel. There's a family room, away from anything. No elevators, a 100 stairs - sorry, no alternative. Again it's me suggesting that we might have a room next to the suite to use the toilet there. Yes there is, Hooray.
And so, hours later, we did get 307 next to suite 305, leaving us to go out into the public gangway whenever we need to, always carrying two keys, in order to get in and get back.
We do also get our dinner at the restaurant - at least one positive aspect.
The next morning we have to check out early in order to catch the ferry in Dover - but before 7 there is no breakfast available. This hotel seems not to be organized for travellers, it seems. OK, we do it without it, eating on the ferry then. At the reception there are three people, no one really knowing what to do with the situation. They work on their computers and communicate between them seemingly endlessly. And then, the invoice is presented. A small discount of £30 is applied. Everything else is charged. No invitation to dinner (£38), no discount of the dog's charge (at the Bid Danes!), just an agonized "I am sorry". Awful!
It seems that staff are absolutely not trained at this hotel. Not, how to welcome guests, especially those who pay more. They have no idea how to behave, when a problem occurs. And they have no clue at all to save the situation before a guest in such situation leaves the place - and probably never comes back again.
Also the manager has not been seen anywhere. Also the request in the official Mercure survey to contact me was left unanswered.
Great Danes, BIG disappointment.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.