Mercure Melbourne Southbank — Hotel in Melbourne

I phoned to let them know that our fight was cancelled and we would not be arriving until the next day. When we arrived the next day they said our booking had accidently cancelled as a no show, I explained that we were in a hurry as we had to get changed and ready for our function in less than an hour, 35 minutes later and 3 different people looking at they finally gave us keys to our room and I was assured that the rate was as per my original booking. We were 45 mins late to our function! They said the sofa bed (we had 3 people) would be made after we left when we got home at 10.30pm no sofa bed made up. We rang down to reception noone answered, we went down to reception and they said someone would be up soon. They arrived and handed us sheets and a towel, we had to ask for pillows. Then realised no blanket either, tried to ring reception, no answer. After making the bed ourselves we gave up and went to bed. Explained the next morning to mgr on duty, said sorry and would have the room made up. Got home late that night. Sofa bed was made with blanket, other bed was not. And only 2 towels placed in room. Explained again next morning they apologised and would ensure 3 towels. We got home that night and there was wine and chocolates with sorry message but still only 2 towels! Two towels was all we received the entire time! Then when we checked out the amount was wrong by over $600!. Again manager called and after 25 mins it was finally fixed and they waved our first night accomodation for the trouble. Which we didn't use anyway because of our flight cancellation. Lucky I had come down 30 mins prior to our transport arriving because I thought it would again be problem. The hotel room and hotel were lovely and very central, but service was extremely disappointing, in fact the worst I have ever had at an...

It's the worst hotel I've ever stayed at. I stayed three nights while traveling in Australia with my family. We booked through a travel agency. The front desk lady, an angry-faced Asian girl, gave us a noisy room with a large ventilator(?) outside. We couldn't sleep at all on the first night and asked to change rooms. At first, the staff said they didn't have a room, so we had a hard time changing rooms, then we finally moved to a new room with a broken air conditioner and toilet. The air conditioner didn't work while sleeping, and we had to listen to the flushing all night as the toilet was broken, so we couldn't sleep again on the second day. In the picture, the facilities look very neat, but in reality, there seem to be a lot of broken air conditioners or toilets and there is a lot of noise coming from outside, so I recommend you think again before choosing this hotel. The reservation system was also very poor. We're using two rooms and one of them includes a child, but they didn't know which room the child is included in. So, they accused us that we didn't pay for breakfast for the child asked us to pay, and treated us as free riders. It was ridiculous to accuse the customers before checking the system. As we already paid all the fees to the travel agency, we had to contact the agency in the morning and wasted our precious time as well as ruined the morning. Most of the staff there have an attitude and are unkind. They all looked bothered by the guests and seemed to not want to work at all. In short, the Worst facilities and the...

the food. Hands down amazing

The Columbian room service attendant god bless her. Give a pay rise gos above.

The lack of cleanliness and accountability for the rooms at this establishment has left me feeling deeply upset and emotionally drained. The disappointment and dissatisfaction I experienced upon entering the rooms were overwhelming, as the conditions were far below what I expected and deserved as a paying guest. The sight of dirty linens, dusty surfaces, and unkempt bathrooms was not only off-putting but also disrespectful to me as a customer.

The complete lack of accountability for the state of the rooms only added to my frustration and disappointment. It was evident that the staff had not taken their responsibilities seriously, and the subpar conditions of the rooms reflected poorly on the establishment as a whole. The emotional toll of experiencing such poor conditions in a supposedly professional setting cannot be understated.

As a result of this experience, I am now seeking a full refund for my stay and have no desire to remain on the premises any longer. The impact of the substandard conditions on my overall impression of the establishment has been significant, and I cannot fathom spending another moment in such a poorly maintained environment. It is clear that this establishment has failed to meet even the most basic standards of cleanliness and accountability, and I am left with no choice but to leave and seek a more suitable...