I purchased a Harry Potter studio tour and lunch at Mercure hotel as a 60th birthday present. I also paid to extend the life of the voucher Over the years I have purchased a number of Red Letter Day vouchers and have enjoyed all of the experiences. However, the service received at the Mercure hotel yesterday was absolutely appalling. We arrived for lunch at 2pm as arranged and were shown to our table. The first course did not reach us until 2.50. One of the starters was salt and pepper ribs. Not only had it taken 50 minutes to arrive but it was also served cold! Despite having complained about the service by 3.20pm we still had not received our main course and so decided to leave. The service we received was also experienced by two other couples who were already seated when we arrived. One couple had not been served anything and the other who had just ordered a mains received their food as we were leaving.