Afternoon Tea at Mercure Windsor Castle Hotel in Windsor and Maidenhead

We had an excellent night here. 5 stars are thanks to Namit and Cosmo, our friends behind the bar! Their drinks knowledge was exceptional. They went above and beyond their duty, it was a memorable night. Give them a raise!

Attended my brother's wedding at this venue, unfortunately it had to be rescheduled due to the COVID pandemic.By the time of the event rooms had been booked for 2 years. It came to our attention (through our own checks) that the hotel had changed its booking system. Luckily we called to check our rooms were still all booked however, at this point, we found out that the information of our booking had been lost in this transfer of information and our rooms had been rebooked by others.At this stage we were assured that this would be resolved and that all our expectations and requests regarding our rooms would still be met. The member of staff on the phone was Avery apologetic and we were thankful that the situation had been resolved, or so we though. I think it is important to mention that whilst the hotel were very apologetic at the time I was rather shocked that the hotel hadn't checked there records more thoroughly after changing there booking system. I genuinely believe that if we had not called to check our bookings were accurate we would have had a nasty shock on the night of the wedding.As part of the request for our booking it was important that the parents of the groom had interconnecting rooms as they were going to be looking after grandchildren on the wedding night.Come the wedding night on 28th August 2022, I went to reception to check along with the parents of the groom (who also had to deal with the rigmarole of the booking system and losing their room, which obviously would have been a complete disaster) to be advised that the room for the parents of the groom was not interconnecting. Now two major issues I have with this are that, one, we were assured over the phone that this was possible and had been all booked. How then there were further booking problems after the initial disaster is beyond shocking. If a travel lodge or premier Inn made this kind of mistake this would have been bad enough, however for a well renown establishment such as The Castle Hotel Windsor to make such a fundamental booking catastrophe twice in the same booking is absolutely unforgivable.Secondly, when it was discovered that the interconnecting rooms, as requested, was not possible why did the hotel staff not contact us to let us know. This adds to my concerns about the previous discussed booking system error, it seems the hotel staff are completely comfortable in not checking there records for a wedding and have no intention to contact customers to check things when they have made an error. The amount of time and stress this caused the parents of the groom on the wedding night was completely unacceptable and I would advise anyone who is booking here for any reason to double check that your booking is correct as the staff do not seem competent enough to do this themselves.When speaking to the staff on the night to try and avoid undue stress of the parents of the groom I would say they were unhelpful, at best. The first lady we spoke to advised us that the rooms were not interconnecting and that's was the end of that. No apologies or real concern that they may have made a mistake there end. She advised that there were no interconnecting rooms left available as if that was going to help calm the situation.I asked another member of staff if a manager of available, and he stated that he could help. From this I understood that there was no management in the hotel at the time. Again this came as a surprise considering there was a wedding party in attendance and thought a manager would have been on hand to deal with any issues. I suppose they were confident they couldn't possibly mess up room bookings seeing as they are an established hotel however they were seemingly overconfident.Character limit reached but in general terrible service and not even that apologetic of the situation. Have emailed the manager for further comment but no response as of yet.

Tony, the manager, provided the best customer service that we've ever had!!! He was very informative on food to eat, recommended places for us to see and provided a lot of info on the area. A 5+ rating for him, the restaurant and the overall service. Many, many thanks to him and the hotel. Hope to see you again...

I booked a classic room with queen bed. The room had one small window and lacked furnishings. No pictures on the wall, one chair and a small table, so not really suitable for two guests in my opinion. The washroom was clean but it didn’t have a bath and seemed like the wall tiles and flooring were done on a budget. The main room had a curtain running the full width of the window wall but the window was only about 1 meter wide located in the left corner. The room was located in a separate building at the back of the hotel away from the main reception and so I did not really feel like I was staying in the main hotel. The parking spaces are small and car park not the easiest to locate. Quite disappointed overall given the price paid.

Stayed here on 03/06 for the Platinum Jubilee celebrations for one night. We had an absolutely wonderful stay. The bedroom was lovely and very clean as was the bathroom. A real plush feel to it all. The pillows were so fluffy!The actual hotel is wonderful and a older building with lots of character.However two particular individuals made our stay wonderful which is why we would certainly return. Rachel at checkout on hotel reception was a real sweetheart and Sam was in the restaurant area. He was so kind and attentive and even when I sat down he came back to check I was okay and was being looked after. I noticed he was like that with many guests and shows the high level of service he offers.Would I come back? Absolutely! I had a wonderful time!! Thank you Castle Hotel.

Wonderful stay here. Joanne (maybe?) in reception was friendly and helpful trying to figure out travel to and from London with the strikes. The bed was the most comfortable one we had in our 10 day trip in England! We went for work and it's a great place for events too! One block from the Windsor Castle Entrance!!

Had afternoon tea with some friends, 7 of us.Most visitors from USA, Canada, Australia and Holland.Requested afternoon tea.£30 per head.Friends had sparkling wine too.Tea arrived on layered plates. Everything just placed on the table, selected teas delivered.No explanation as to what the afternoon tea was about.They didn't explain that the tea was still in the pot strainer so it stewed yuck.No checking to see if there was anything else required.Just drop and run.Not seen again until bill time.Overall not a good service.Sandwiches dry not full.Location good.

I ended up at this hotel unintentionally but was so happy I did! I had a flight cancellation and needed to stay overnight. All the Heathrow airport hotels were booked so airport staff suggested staying in Windsor. Given the choice, I would stay at this hotel again. It was quiet, comfortable and beautifully designed. The staff were helpful and kind!

Very nice hotel to stay in the centre of Windsor and opposite the castle. Great location for sightseeing and exploring. Rooms OK, bathroom was a bit small, but fine. Staff were extremely helpful and nothing too much trouble. Hotel's rear car park entrance not too easy to find first time around. Good dining facilities and good service.