Mercure Perth On Hay — Hotel in Perth

We were welcomed by the front desk staff upon arrival although these days, guests are shown how to complete a self-check in on a machine. This may suit regular travellers but personally, I prefer to be greeted by a real human being. After a long journey, we opted to eat at the Hop and Huddle cafe on our first night in Perth. Not until after we had paid at the cash desk for our meal were we informed that due to unexpected numbers, our meal would not be ready for 30 minutes. As an aside, we also asked if, as hotel guests, there was any discount on the meal and were told no. The next day we discovered that we should indeed have been given a 10% discount. Our wait for dinner extended beyond 30 minutes to 50 at which point I asked when I may expect to be served. A tasteless green salad and dried out chicken schnitzel was then brought promptly to my table. I observed two other guests, who had been waiting for just as long, also requesting their meals simultaneously. An apology at such times really does go a long way but instead the cashier, apparently as justification, offered only that she had told everyone the restaurant was busy and the wait would be 30 minutes. If the restaurant did not have capacity on that night for a full house, it would have been far better if it had directed us to one of the fast food places further along the street. Next, we needed breakfast early the next day as a tour bus was to collect us at 7:20. On Sundays, the restaurant does not open until 7 and we were informed we could order a breakfast box which would be ready for pick up at the front desk at 6:30. It was not ready (nor for 2 other guests) until 6:50. The box, when it finally arrived, contained a very unappetising ham and cheese sandwich on white bread (who eats a ham sandwich for breakfast?); an apple; a tiny container of yoghurt but without a spoon. There was no drink provided. How to eat this on the bus? We were charged $19 for this offering. The room was quite large and clean but the bathtub was so old, the surface was peeling off. For mature age travellers, it also poses a risk of falls as the shower was over the bath. There was no non-skid mat. I did not use the bath function as while it had been cleaned, with its unattractive peeling surface, I can’t imagine anybody would actually be prepared to sit in it. I did convey all this information directly and by private email to the hotel, hoping for a response to my difficulties. However, two days later, I’ve not heard a word back and so I have decided to post a review which accurately describes my somewhat underwhelming stay at the Mercure on Hay. Adding an edit: Only after I had posted did I read the reviews of others, many of whom have said the same things over a period of months. There are numerous apologies in response to these reviews and assurances that these matters will be rectified. However, the experience of my own stay would appear to demonstrate that nothing whatsoever has been...

DO NOT STAY HERE...you have been warned. The rooms are filthy and continued to be filthy throughout our stay. We noticed a "bong" on the roof top which our window looked onto and mentioned this on day 1, 10 days later it is still there. Our checkin with reception was pleasant but thats where the good times ended. Upon going to our level, the hallway stunk of cigarette smoke and there were dirty towels all up the hall way and infront of our door. When we went into our room, we noticed how unclean it was. From the floors not being vacummed, to the beds not being neat. Paint peeling and hairs on the floor. Housekeeping through out were the worst I have ever experienced...and I have travelled all over the world. Our beds were made so poorly that we had to strip and remake them each day....it was as if they have pulled the doona up and that's it. Bottom sheets were scrunched up and not straightened...clean bedding was not given the entire 10 day stay. Coffee cups were not washed, towels were scrunched and just thrown on the shelf and tea/coffee only replaced every few days. Floors not vacummed for entire stay with previous guests "popcorn" still on floor. Showers screens and mirrors never wiped nor were benches in bed area. Bags in bins taken but not replaced and shower gel remained empty from time we checked in until we complained on day 7!! Toilet Rolls were replaced (only if completely empty) and the empty cardboard was placed on top of the toilet. Mentioned all of this to reception staff (who was lovely), she advised she would speak with housekeeping however nothing was better the next time. Went down to mention this again and was just told "sorry". Nothing done to fix or make our stay better. Air con (more like air duct system) would automatically change back to 23 degrees after an hour or so, which meant we would come back to a boiling hot room, and would wake up multiple times throughout the night stinking hot and have ti get up and lower the temp - only for it to happen again a few hours later. Mentioned this several times to both housekeeping and reception however no one was ever sent to look at it. The care factor from staff was zero. The breakfast downstairs was disgusting...$28 buffet was cold and inedible and staff in Cafe were rude. I wish i could upload photos here because boy do i have some beauties of this disgusting hotel. Housekeeping staff should be sacked. For a "Mercure" hotel, this was a major disappointment and I have received better service...

I stayed here for a week on a business trip with the location perfectly located for my work. While the staff at the front desk were nice and the restaurant excellent, the hotel is let down terribly by what is obviously poor management decisions.

Bathroom The double toilet roll holder that should consist of three mounted pegs with a cylindrical rail intersecting the pegs for two rolls was missing the rail with the toilet rolls balanced on two of the pegs. This resulted in one of the rolls falling on the floor with the slightest bump.

After bringing this to the attention of the front desk and the rail not being replaced, I was able to fashion a makeshift rail from a piece of cardboard that fixed the problem. This remained like this for the entire week.

The bath had mould growing in the corners and paint spills were evident from a sloppy renovation in the bath and on the floor tiles.

Bed and Main Room The bed was supposed to be a king size but instead, it was two singles pushed together with king sheets. Every night I slept in the bed I ended up in the gap between the beds. This was also brought to the attention of the hotel with no response.The carpet was tired and full of stains.

I’m not sure if this is an Accor thing or this hotel but instead of having water bottles or cartons, there is a glass unsealed bottle of water provided for drinking. There is no way of knowing where this water comes from and how long it may have been there.

Carpark While very tight, the carpark was a secure place to park my hire car. $35 a day seemed excessive but I understand.

The big issue I had was on the last day when checking out. In that part of Perth on the Friday morning, there was a power outage with the hotel going dark with extremely loud sirens going off. I went down to my car and was trying to leave but no one had the keys to manually unlock the gates.

It took over an hour for someone to find the keys to unlock the gates. This made me miss a very important meeting I had that morning and only just made it to the airport in time to hand in my hire car.

While I would come back to the restaurant to eat, I will never be staying in this hotel again. This was confirmed when I spoke to another guest and he told me his room had all of the same issues. There are plenty of good budget hotels in Perth, this just isn’t...