Grand Mercure The Hills Lodge 4.5 stars

Really enjoyed our stay at the Hills Lodge. It was lovely to see how well maintained it was and the improvements continually happening. Dinner with friends on Friday night was enjoyed by all with a delicious choice. We were looked after at meal times including breakfast with special mention to Georgia and assistant manager Cheryl. A big thanks to GM Malcolm who gave us a tour of the improvements and new rooms. We will definitely be back when next staying in the Hills area.

We were very impressed how clean, safe and welcoming the Mercure Hills Lodge staff made us feel. This was our first trip away since March and we felt very relaxed. Nobles restaurant was a pleasant environment to enjoy a night out.

The staff were lovely, the room was great and extremely clean and the food in nobles was wonderful

We’ve stayed here many times and it is reliably friendly and clean. Restaurant is great and staff professional and friendly. Comfortable rooms and safe parking.

The room was amazing and the staff were extremely helpful and friendly

The moment when I walked in (in fact even before, I have already felt welcome by talking to the receptionist), very home coming and localized.

We have stayed here on previous occasions and we always enjoy our visits, especially this one as it’s the first time back after 6 months of not going anywhere !! Staff and facilities excellent, dinner and breakfast great, thanks so much.

Overall we had a great experience. The team at reception were delightful (a wonderfully warm welcome). The restaurant was a real surprise in the quality of the food and also congratulations on the wait staff who were great. The suite we booked was also quite nice - great size and comfortable. Unfortunately our stay was tainted by the actions of the Assistant Manager (Cheryl) whose treatment to us as guests was terrible. I have never been spoken down to or as aggressively by someone in hospitality before. This all came about due to what should have been a simple misunderstanding on an expected dining discount via Accor Plus for the High Tea (spoiler alert - there is no discount). When we got our bill I asked the waitress for the discount and she indicated that the High Tea was not eligible but she would double check with a manager (who was sitting having lunch with two of her friends in the restaurant) as I indicated that I had received confirmation from their team when I spoke to them about the booking. Her reaction at the table when asked by the waitress involved waving her arms about and firmly indication "no way". This was followed up by coming over to our table to bluntly explain her position on this matter. I was left shaken by the confrontation that I had to leave the hotel to clear my head. On returning I happened upon Cheryl again who offered an apology and offered a bottle of champagne to extend her apology. The service recovery was a lovely thing to do but could have been avoided if she had handled the matter differently. I know it is possible not the right thing to do to single out this person but it really left a bad taste for the stay. I wish to congratulate the rest of the staff though. The warm touch from reception as she was leaving her shift on Saturday afternoon was to phone the room and check that I was OK and if there was anything else she could do. There is so much to recommend about this hotel but for the incident we had.

We had a delightful experience in dealing with Hills Lodge for our daughters bridal shower. Our coordinator Kristine was so accommodating during a stressful time. The event went so well and we loved the extra touches such as flowers from the garden. Would thoroughly recommend Hills lodge for any event. Thank you!!

enjoyed High Tea with friends and room was well appointed

This was booked as a last-minute fathers day staycation and the team went above and beyond to make it a memorable stay. Special mention to Kristine Russell. Thanks to the team for this great stay. They also noted rooms were clean and well-appointed.

NEVER DISAPPOINTED ROOMS DINING ALL SUPERB

Susan and I came to Sydney to get married in the presence of her family. COVID-19 prevented everyone invited from other states from attending; however, we were thrilled with Hills Lodge, its staff, the food and presentation. We understood that it was Melanie's first wedding and she certainly excelled, as did all the staff. We were accommodated comfortably as well as a string quartet. It may be a bit over the top giving 10 for everything but that was how our 7-day stay was. Just two negative things: the bedroom clock was 10 minutes slow and couldn't be adjusted and we did see two cockroaches: one in the bathroom and another in the foyer.

All aspects were very good.

From start to finish the staff are super friendly and went above and beyond to make sure my wife and I had an exceptional experience. It's not our 1st time there and definitely won't be the last