Mercure Petriolo Siena Terme Spa Hotel

The rooms and the service were great. We were traveling with medicine that needed to be stored in the fridge so we had a thermo bottle with a thermometer and an ice pack to keep it cold, we asked if they could keep the medicine in the fridge and the ice pack in the freezer for us and the girl in reception made me come into their office to show me exactly where she was storing it to make sure it was in the right place. The only drawback this hotel had was that you had to pay 30 euro per person to use the swimming pool and spa (I've never had to pay to use the spa and pool of a hotel I was staying before) and two of the super warm pools smelled like rotten eggs, one of the pools was located inside and the other outside next to the regular pool so there was no really escaping the smell.

Very nice hotel and spa, importunately is too difficult to use the SPA if don't stay at least a couple of days. I understand for the inside Spa need available staff, to check and when they finish the duty want go home. But they should keep the outside pool available for 24H, for people that want have a bath even in the evening or early morning, without extra charges.

What I loved most of this hotel was the beautiful position insidie a protected natural park with beautiful view from the resturant terrace on the roof. Room was nice and clean, with a bit old fashion look / furniture. The thermal water Comes from an ancient sulphur well nearby and is one of the most hot and rich of mineral I've ever experienced. Very good for skin. Nice big pool insidie and outside. Things to improve. I would say the outside pool and some parts if the spa ( jacuzzi, showers...) needing manteinance. But above all too few people running such a big place, some playing two roles (i.e the bar was unattended and we had to call the receptionist to have a simple drink, or for all the pools there was only one life guard very often distracted poolishing the floor instead of looking after people). Inside there is a restaurant not so cheap. Luckily nearby there were beautiful old little Tuscany villages with tavernas and little locale restaurants were we ate some of the best meals in our life. So maybe next time we'll came back ww'll try a little apartment on a little village instead and use only the spa area of this hotel.

I booked this trip as a surprise for my husbands birthday on arrival to the hotel we checked in I had made a special request for balloons and sparkling wine to be added to the room for that extra special touch on entering the room it wasn’t the room I had booked this was a classic room when I had booked a superior room with a view of the valley there was no balloon or sparkling wine I went back to reception to inform the receptionist who’s response oh what room did you book although she was so helpful it had just ruined the whole surprise after sometime and 7 rooms later we finally had to accept a room that had no view I was then told we may have to check out of this room as it had been booked I said absolutely not I’ve booked a superior room and that is what I should have I settled in my room to then have a shower the shower was spraying out everywhere and the ceiling was dripping with water and paint falling off the phone didn’t work in the room very well. The next morning I had requested breakfast with sparkling wine as a birthday breakfast I waited and waited for room service to then have to go down to reception to be told this couldn’t happen until after 10am not what I was informed for the breakfast to turn up with piles of scrambled eggs and piles of bacon on 2 plates no pastries no sparkling wine and it was freezing cold like they had given the leftovers from breakfast that had finished at 10am my husband and I couldn’t eat it the scrambled eggs was dry and some parts green the bacon was swimming in oil and so hard a could have used it as a hammer the fruit platter was 2 oranges 2 apples and a pear that looked like it had been sitting there for weeks the 2 coffees I asked for came as espresso no milk nothing even if the breakfast had been edible they didn’t even give us 2 plates to be able to eat off just cutlery and 2 plates piled with food that just couldn’t be eaten unless we wanted food poisoning. You couldn’t communicate with managers or receptionist because of the rudeness and we wasn’t the only guests to be extremely frustrated by hotel staff. Umo and farto (excuse me if spelt wrong) were the only 2 who were lovely and nice but you could see they were fed up. The hotel spa was awful and just smelt of raw sewage the outside pool couldn’t be use unless you paid €30 each the bar was never open and constantly had to ask for service to be told to use the restaurant for the staff up there to say ask reception. The outside was covered in bird poo and you couldn’t even sit on the outside furniture as that was also covered in bird poo the whole hotel is badly badly managed and no apology was even offered I asked for a refund of my stay which I have never had to do and this was refused. Check out was even worse the girl who refused to give her name and was extremely rude and refused to get me a manager when other guests room bills were added to our bill which may I add was €268 of food we didn’t even have was being refused to be taken off I asked for a itemised bill and she couldn’t even do that and when she looked at the slips it proved we had not had any of the food/drink that was on our bill I got extremely upset that such a special surprise trip had been completely ruined that she threatened to call the police on me when I had every right to be upset given all the above. I would avoid this hotel at all cost. To be apart of a chain of hotel this really does let it down and I had to be a raging of 1 star but it would be the biggest zero star of that was a choice. Staff need to learn what customer service. The only good thing I have to say is claudio was absolutely lovely and so were the 2 girls mentioned above. AVIOD AND DO NOT PART WITH YOUR MONEY TO STAY HERE MERCURE YOU RUINED MY WHOLE TRIP