Mercure Cairns 4.5 stars

Customer review rating (ALL Rating) 3.9/5 979 reviews

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15 Florence Street, Corner of Florence and Lake St, 4870 CAIRNS, Australia

Description

Hotel extras

The Mercure Cairns is perfect for both business and leisure travellers, offering a variety of room types from standard rooms to family and spa rooms. We pride ourselves on delivering warm, friendly service and affordable, comfortable accommodation.

Our accommodation(s)

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Hotel location

Mercure Cairns

15 Florence Street, Corner of Florence and Lake St
4870 CAIRNS
Australia

GPS:-16.919012, 145.772888

Telephone
Fax +61 7 4031 2298

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Restaurant
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

The Stanley

We are excited to welcome you to our brand-new restaurant in Cairns featuring a gorgeous pool deck and venue encouraging sharing with family and friends. Come and experience our delicious local produce, shared plates, and relaxed cool vibe.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  3.9/5  979 reviews

TripAdvisor Rating  3.5/5  102 reviews

Very bad experience

Customer review rating 0.5/5

Anonymous Couples - Confirmed reviews ALL

the first room we were put in the Shower door would not close fully causing bathroom floor to get soaked if we showered and since we weren't provided with a bath mat had to use the hand towel to soak it all up which was really irritating. The view from the room was not what was seen on the website. Very misleading and incredibly disappointing. All we see is the back of a old building and a sliver of the city. The AC in the first room we were in leaked water everywhere and had clearly been doing so since before we arrived due to the wet patch under it by the bed we found we when got to the room. It wasn't just dripping either it would sometimes unleash a full stream of water. It would do this regardless of what temperature we set it at. The dripping kept us awake all night. We were then moved to the new room and though the AC in the new room didn't drip nearly as much it still does so (regardless of what temp we put it on) and we had to put a towel under it too. When we used the bathtub for the first time (took half an hour to 40 mins to fill which was very annoying) my partner turned on the jets and was immediately blasted directly in the face by them and water went all over the walls, the floor, and down the stairs. The jets also spat out disgusting particles of something all throughout the water so in the end didn't have a bath because no one wants to sit in gross water. We tried using the bath again to see if the jets blasting us was just user error and so repositioned them to not be able to hit anyone and only send water into the bathtub itself and when I turned the jets on the same thing happened and I got blasted directly in the face and nearly fell back down the stairs in shock, water went all over the floor, walls, and down the stairs again where it hit my partner who was laying on the couch. The jets also yet again put gross stuff in the water and I found some on the gross particles on my face and in my hair. The TV has a problem with the WIFI and it is very annoying to fix every time we want to watch TV in the room. In the first room the TV remote didn't even work and had to be replaced. The wifi in general was bad. Constantly cutting in and out, very unstable, ment I had to use my phone data. The underside of the fan in the room is covered in dust and what looks like could possibly be mould? Not a big deal but is still rather gross. There were cockroaches in the bathroom on multiple occasions which gave me a bit of a scare when I spotted them. Again this was very gross and very off putting. Was nervous every time I went in the bathroom because a cockroach would sometimes run by me. (Do not like cockroaches at all, they're so gross and definitely should not be found inside a room of a hotel that claims to be a four star hotel) The staff have all been very lovely and friendly and helpful. However I did not appreciate being made to run in circles just to try and talk to a manager who apparently hasn't even been in to the hotel dispite being told he has been. When I first talked to someone at the desk about it I was told I could expect an email from him that same day which I didn't receive. When I went and asked about it got told he was busy and would email me that day which once again he didn't. I was told that a message had been passed to the manager only for a different front desk worker to then later tell me the manager had never been told anything. When I finally did get to talk to who I think they said was the general manager I was then told that the manager who was ment to contact me in the first place hasn't been in because he has been sick (which I understand, these things happen). However I don't appreciate being lead to believe I was going to get an email from him or being told he would be in the hotel that day for me to talk to if he was sick and not going to be there. The staff were all very nice but I did not appreciate being lead around in circles for days due a clear lack of communication between staff.

Dear Sarah, Thank you for taking the time to share your detailed feedback again. While we appreciate your acknowledgment of our team’s friendliness and efforts to assist, we are disappointed that the gestures we provided which are not mentioned in your review, such as the complimentary night and the free dinner which were offered to enhance your stay, did not result in a more positive change in your overall experience. We understand that your initial experience fell short of expectations, and we made every effort to address the issues promptly, including moving you to another room and resolving concerns where possible. We regret that these actions did not fully meet your satisfaction. Regarding the delays in communication, we apologize for any missteps and for the frustration caused by the miscommunication about management availability. While unforeseen circumstances impacted the timeliness of our responses, we assure you that your concerns were taken seriously, and we strived to resolve them as efficiently as possible. We remain committed to delivering high standards of service and comfort and are continually working to improve based on guest feedback. We regret that your stay did not reflect the experience we aim to provide and hope you will reconsider staying with us in the future so we may have another opportunity to provide you with a better experience. Sincerely, Mercure Cairns Team

Not Quite What I exspected

Customer review rating 3.5/5

Sean B. Couples - Confirmed reviews ALL

I was very disappointed with our stay in Mecure Cairns, from the moment I checked in I realised this had been a mistake. The young lady that checked us in was like a robot, just went through what she new as quickly as possible, had no idea about the benefits of Accor Plus or Accor Platinum and did not even mention that I was a member. The hotel was not full but no mention was made of an upgrade, she did not know that as a platinum member breakfast was included. We were on a diving trip so we had our luggage and 2 diving bags, there was no luggage trolley and no one offered to help us with our luggage. The king bed was 2 beds pushed together and started separating during the night, always intrigues me when you have breakfast included but you have to pay extra if you want a proper coffee. They won't see me again and I would be nervous to book a Mecure Hotel again.

Dear SEAN B., Thank you for taking the time to share your feedback about your recent stay with us. We are truly sorry to hear that your experience did not meet your expectations, particularly as a valued Accor Platinum member. Please accept our sincerest apologies for the lapses in service and the inconveniences you encountered during your stay. We regret that the check-in process felt impersonal and that your membership benefits were not appropriately recognized or explained. This falls short of the standards we aim to provide, especially for our loyal Accor members. We will ensure additional training is provided to our front desk team to prevent such oversights in the future. We also apologize for the lack of assistance with your luggage and for the discomfort caused by the bed configuration. These are important aspects of a guest’s stay, and we will review our processes to address them effectively. Regarding breakfast and coffee, we understand how this could have been disappointing, and we will take your feedback into account as we evaluate our offerings to better meet the expectations of our guests. We deeply regret that this experience has affected your trust in Mercure hotels. While we cannot change the past, we would appreciate the opportunity to make amends and restore your confidence in our brand. Please feel free to contact us directly should you consider returning, and we will do everything we can to ensure your next visit is exceptional. Thank you again for your candid feedback. It helps us improve and provide better experiences for all our guests. Sincerely, Mercure Cairns Team

I would stay here again!

TripAdvisor rating 4.0/5

cameron h TripAdvisor review

We stayed only one night. We got a Loft room. The check in was easy, and the room was easy to navigate to. the loft room is well set up, it has a nice kitchenette and sofa and balcony downstairs. a nice soft bed,(very comfortable), a spa bath, and a bathroom upstairs. it is evidently a bit of an older hotel and will need some renovation, but it is comfortable and meets our needs. The Stairs are very narrow and curved, so I would not reccomend this room if you like to drink alcohol, or are not as good at navigating stairs in the dark as you would like to be. location is perfect. only about 4-5 blocks from anywhere worth going at the most. 2 blocks from the esplanade and one block from the aquariam. our airconditioner was leaking, but we let them know and i ams sure it will be fixed for the future. We didnt use the pool as we had a spa bath in our room. after check out they let us store our luggage for a few hours which was very nuice as our next flight wasnt until much later that evening.

Good stay

Customer review rating 5.0/5

Graham G. Business - Confirmed reviews ALL

Friendly helpful staff. Nice room. Lovely restaurant.

Dear GRAHAM G., We very much appreciate your comments regarding your stay at the Mercure Cairns. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Mercure Cairns Team

Well located.

Customer review rating 5.0/5

Mel Couples - Confirmed reviews ALL

Celebrating our first new years celebration and wanted to stay in the city to watch the fire works and see live music at the Casino

Dear MELISSA S., We very much appreciate your comments regarding your stay at the Mercure Cairns. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Mercure Cairns Team

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Other web-users rate our hotel

  • 441 reviews 8.3/10 Location
  • 771 reviews 6.1/10 Room
  • 628 reviews 7.4/10 Service
  • 76 reviews 1.5/10 WiFi
  • 344 reviews 5.1/10 Cleanliness
  • 240 reviews 3.5/10 Amenities
  • 150 reviews 7.3/10 Vibe
  • 146 reviews 6/10 Breakfast

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.