Mercure Sydney Blacktown — Hotel in Sydney

Firstly ill start with the only positive experience over the last 4 years myself and my support worker as I’m in a wheelchair we needed suitable accommodation in the Blacktown area, I have family within the area so I asked them to go to the Mercure Blacktown which my aunt was shown room 135 which is a family room fully fitted out for wheelchair eg large door openings, level shower no lips raise bed height so a electronic lifter can be used for bed transfers my aunt was also told this room is the only suitable room for me and my needs so ever since we continued to book the room on two other occasions we nearly missed out due to errors which one member of staff corrected at that time this member was great and we were happy until now on our last stay and sadly now our last stay and we were a gold member to the hotel group,

Now this what happened we booked the room last December for April this year we even checked in march when we were there and got confirmation of booking all was good, But on the night before we were due to come we get a phone call from this motel saying the room that we had booked was needed for someone else a family so management cancelled our booking and moved up to another room that they said would be OK, this room is on the 2nd floor with only access by a very small lift which my wheelchair barely fitted in the door to the room was a standard door which my chair only just fitted through the door which had a lip to drive over, my support worker had to re arrange the room just to get to the bathroom which also very narrow and also had a lip the shower also had a lip so when using a commode shower chair the support worker has to lift the chair up the lift to get out of the shower, the entry door lock jams and is hard to open the room was noisy from pipes in the building there is no fire exists for wheelchair users and all their accessibility room are all up stairs none apart from the family room is on ground floor, asked to speak to managers but they would not make themselves available and pushed it on to the staff to handle, the staff proceeded to tell us that all their beds are all the same which is wrong as we had to use timber blocks to raise the height so my lifter could slide under for transfers, then we were told that we had cancelled which is also wrong, and then we were told that the room that we booked should not of been booked as this hotel only gives it to people on arrival which we was always told to book room 135 as it suits my needs for wheelchair, shower chair electric lifter and extra bed for my support worker, to top it off when leaving we find a used condom under the bed, I will reporting to Head office and the disabilities discrimination with photos I have, and I’m aware that the family that was put in our room was not a wheelchair user therefore could of gone somewhere else, but being Easter holidays management seen a way of making more money as we got moved and put in a unsuitable room not only is it unsuitable it’s a fire risk as lifts can’t be used in a fire and stairs is the only way out, I strongly recommend all wheelchair users NEVER use this motel if they can make more money from someone else they will and they do not care this is why ill never return I have photos to fully support what...

We first walked in to the “reception” only for myself to be the receptionist. There were two screens with check in or check out. So I checked us in, you then need a physical card to do a just in case $1 transaction. You have to go to the cafe to get your welcome drink only to be offered organic juices. There is one elevator to which only a few people (like 5 squished) can fit. We then had to walk around the whole building to get to our room as there was no lift on our side of the hotel. Come to the room, I asked for a baby bed to which it was not provided. I also booked for 3 people and only 2 towels were provided. Tv was old and small and to watch any streaming service it had to be done by your phone. Internet kicked me out saying I went over 969mb! Seriously, what hotel doesn’t give free internet these days. Beds are horrendous! My back was aching. The springs just dig in to you. We were supposed to have queen and it was a double. I’m 6’4” and do not fit double beds. Come next morning for buffet breakfast. Extremely disappointing. We got there the first morning at about 8:20am, eggs- empty, bacon- 3 pieces left which were old and dry, there were about 4 boiled eggs in shells. There were dirty plates all left on tables. We figured okay, we’ll go earlier next morning maybe there will be more food as we weren’t happy we paid the $22 for some toast and sausage. Come the next morning, same thing- apparently they don’t like to restock even at 7:30am. So again with our toast and sausage. We checked out by the computer only to have an email 2 hours later stating I had an invoice I must pay to keep a good relationship with the hotel. The invoice was for breakfast! Breakfast which was included in my Accor deal! To which I sent them a email back stating I would not be paying it and sent screenshots of the package terms and conditions, also mentioning my stay was not great and would have appreciated that more towels be provided for the number of guests booked for, the baby bed be provided as stated it would be. It has now been 3 days and no response from hotel. So they send email advising to pay invoice asap, yet when I correct them and provide feedback they ignore me and cannot apologize for being in the wrong and accusing me of leaving the hotel without paying for something I had provided in my deal. The fact they had no reception was poor, so they lost out on the feedback their toilet was leaking. If they had a reception to ask “how was your stay?” They’d know the toilet kept leaking all over the bathroom floor. I would not recommend this...

My third stay at this hotel and by far the worst out of those three, and certainly not meeting expectations by any stretch.

All I want when travelling for work is a nice, easy evening.

On my most recent stay, I ordered from the in-room menu using the QR code on my mobile phone. After completing the order, I received a call approximately 10 minutes later on the room phone asking me to explain what I had ordered. I did.

When the food arrived, there were additional ingredients in the Caesar salad which I can not eat (and were not advertised on the menu), soggy bread (not croutons), and my chips were missing the mayonnaise. These things happen so I tried to call reception from the room using the in-room phone, no one picked up on the three attempts. I then attempted to call the hotel using their advertised phone number, three attempts and no answer.

So, I went down stairs to the reception and waited for over 15 minutes as the worker was taking a booking. By the time I was seen to this matter had taken over 25 minutes and I was closing in on a meeting for work. When I explained the issue, I was told that this worker was the only person there. While I empthasised with them personally for their situation, I explained this was not an acceptable level of service.

For the room - the TV is not connected and had wi-fi issues, and when ironing the iron board collapsed which, upon inspection, I observed was broken underneath. The one elevator sounds like it is going to break down and requires far more time and effort than it should (only a matter of time...).

I travel to this area fortnightly and this is most certainly the last time I will ever stay at this hotel, which is a shame for the worker's club next door as this will impact them.

So, if you're travelling for work, and just want a nice and easy evening while you're away from family working hard, stay clear of this place - I most...