Mercure Preston Samlesbury

The staff were easily the best part of my first stay at a Garner hotel, part of IHG Hotels & Resorts. I accidentally booked the wrong night, and they dealt with it calmly without sighs or extra charges. Kieran at reception was warm, attentive and proactive, and even checked the room again because of the booking system mix-up. Anush also made the first breakfast morning great: lovely to talk to, full of energy, and cooked the fried eggs perfectly. On the second morning he wasn't there, and the breakfast setup felt rather bleak. I was seated and had eaten about half my food before any staff showed up. The eggs were still cooked well when I asked, but the mushrooms looked lifeless and the hash browns were soft. I didn't try the meat, so I'll leave that as a mystery. The room was clean and fresh, and the bathroom spotless. I was told I'd been upgraded to a “privilege room”, though it seemed materially like a standard king room with a grand title. It was quite dark, the TV was easiest to watch from bed, and the king bed was very wide but surprisingly short. At 5'10, my feet were nearly hanging off. Hot water was missing on two mornings in a row, and several room numbers were being noted at reception, so it seemed to affect other guests too. I was told after the first day that it would be fixed, but the second day's showers were still a character-building experience. Early morning doors slamming also made sleep feel optional. One evening the room was cold because housekeeping had left a window open and the wall heater seemed to have retired. There's plenty of parking, the hotel is clean and modern, and the area around it is pretty quiet. The people working there kept the stay from being genuinely poor and deserve recognition. For a new brand in the IHG portfolio, though, the basics need attention: hot water, heating, consistent breakfast and a clearer idea of what “privilege” means.