Mercure St Helens

The room was spotless and just as described, with a huge comfortable bed and a modern bathroom. The cleaning team deserves a mention. The LG TV felt very dated, but I wasn't there to watch television. The pool, gym and sauna were clean and looked after. The pool was warm enough for a comfortable swim even with it around -2°C outside, and the sauna's wide planks made it easy to lie down. The two lads working there were friendly and professional, and I saw them checking the pool and cleaning carefully with shoe covers on. I struggled to sleep, though. The windows don't open, so fresh air wasn't an option, and the air con was noisy even on its lowest setting. Some sound remained after I switched it off. There was also a low rumbling, like a generator, that carried on through the night and probably the day. It seemed to come from the headboard area, so the room noise was a major problem for me. I would've complained if I were staying longer. Getting there means a sharp turn off the dual carriageway into a very large car park. Inside, the open glass atrium feels grand. Reception staff could have seemed happier, though I can understand working on New Year's Day. I was also surprised by a £50 charge that wasn't mentioned on the booking websites. I don't know if it only applies on New Year's or is charged regularly, but I haven't come across it elsewhere in the country and it felt more like something you'd expect abroad. The hotel was pleasant enough for the price and the kind of stay I had. The sauna, pool, steam room and jacuzzi make for a relaxing break, but hearing that buzzing all night really took away from it.

The rooms were impressively clean, and the maids had done a cracking job. Breakfast was gorgeous, with plenty of choice and attentive staff, though a few sausages looked a bit anaemic. The toffee cheesecake was the one good part of our Christmas meal. The soup was only warm, the turkey dinner vegetables were rock hard, the Yorkshire pudding was limp and eggy, and there was hardly any gravy. Two colleagues were also left waiting a good while before being served. The cheap wine tasted awful, like vinegar. I didn't sleep well because of a dip in the bed. We were asked for what I think was a £50 deposit, but nobody had told us about it. Getting it back took a week, despite being told it would arrive the next day. They blamed the bank, although my friend's money came back the next day as promised. Remember to give reception your car registration or you may get a ticket.

The room was supposed to be in a four star hotel, but a lot of it looked poorly cleaned: carpet edges, skirtings, bath, sink and chrome fittings were all dull and mucky. When we first arrived, the hotel looked nice. Then I checked the bed in room 202 and found hairs all under the pillow, as if someone had shaved there. The bottom sheet was badly creased and looked unchanged, so I took photos for reception. The man moved us to room 320. I checked the bed there too and could see stains through the bottom sheet. On the mattress protector there were several yellow marks and a blood stain, so I went back to ask for a clean protector. He said he'd get it changed. He also said he couldn't see hairs in the first room, even though I emailed him my photo. He didn't seem concerned, and his body language came across badly. I'll attach the pictures so people can judge for themselves. I stayed with my Aunty on Friday night, and this experience really put a downer on our visit to Saint Helen's. I wouldn't stay here again or recommend it.

Breakfast felt like everything had been chosen to keep costs down. The sausages were tasteless with bits of gristle, the fruit was tinned peaches, and the orange-coloured drink tasted like flavoured water rather than orange juice. It looked a bit like a Premier Inn breakfast, but the quality wasn't comparable, and that's not a high bar. I also found the place unsafe and unwelcoming. For pedestrians, the only way into town or to the train station is a dodgy, unlit alley ending at a muddy path beside a busy main road. It's unsuitable for anyone with accessibility needs or anyone uneasy about walking alone through dark alleys and mud. When I arrived earlier, I was told it would cost £10 for every hour I used the accommodation before the 3pm check-in. I travel around the UK a lot and don't normally encounter that. Even where a hotel has that policy listed online, hotels allow you into your room. Reception gave me incorrect times for the gym, pool and swimming access. I was told to enter the wellness centre before 7:45 and that the facilities closed at 9pm. In fact, they close at 8:30pm, and you can't get into the pool, sauna, hot tub or steam room then. Staff will tell you to leave. The customer service was absolutely awful.