Mercure Wellington Central City Hotel & Apartments 3.5 stars

From my first interaction online with Lousie, i was impressed with how friendly and accomodating she was. I had a sim card delivered whilst i was abroad in preparation for my NZ trip. Louise ensured that all her colleagues were aware and kept the sim for my arrival. Then due to unforseen circumstances, i was not able to board the flight to NZ and was left massively out of pocket for the internal flight meaning i would not arrive on the correct day. I notifed the hotel and Louise replied very promptly and kindly allowed me to be refunded for the day i was not able to arrive. This kind and generous offer was greatly appreciated and also helped financially. On my arrival I was met with the friendly Brooke who kindly helped me set up sim, gave me great tips of things to do and had said she would call me when my lost baggage was delivered. Brooke even gave me great local tips on hood bars and restaurants as well as advising me to visit Te Papa which was brilliant. The room is located on the 13th floor and has a view of the sea which is lovely. The bed is comfortable and all the linen is crisp and clean. The decor of the room is a little worn however there is a working fridge and a fan for when its warm. The best thing about my stay so far is knowing that if i have any issues or need tips, all i should do is pop down to reception where im guaranteed to be helped by both Brooke or Louise. The staff are superb and really do make my stay enjoyable. They are a credit to this hotel and i do hope they get recognition for all they have done to make me feel welcome

The only good thing with this hotel is the central location and the rest is bad. The moment you enter the hotel, it's dark, smelly, cramped, looks tired and old. The worst thing with this hotel is the hotel manager and reservation manager who made my stay in Wellington hell. Not sure how this hotel manager got the job as he is lacking basic customer service skills. I paid for the service and I got a bad hellish experience. And the hotel manager even hang up the phone on me and asked me to leave the hotel on a windy rainy night. What a nightmare!!! And yet, I fully paid them and even paid more than what was quoted for. Stay away from this hotel.

Don’t believe the photos, the place is very tired and dilapidated. Definitely don’t pay extra for a Harbour View room, the adjoining property is under development, the scaffolding and building wrap obscures the view, not to mention the construction noise - all of which was never mentioned when booking or checking in. We booked two rooms, specifying in writing that one to be a twin. This wasn’t done and upon asking for it to be fixed, the very grumpy house manager tried to make it seem like it was our fault. The resulting beds were worse made up than our teenagers manage. To cap it off one of the kids had to sleep on a bed propped up with the bible and a telephone book to stop it collapsing. We also heard from another couple staying they were without hot water. The receptionist was friendly but having the manager unlock and walk into our room while I was changing was unprofessional, done without apology and pretty much summed up the expensive experience. Avoid if possible.

I am not sure where some of those photos have been taken, but it certainly was not in the room that I stayed in! Out dated, only 2 power points worked in the entire 2 bedroom apartment, the TV didn't work in the bedroom, connection to internet did not exist, shower is one of those potable cabins where you feel you are taking a shower in a urinal and belongs more in an Ibis than a Mercure. Hair dryer didn't work and neither did the heaters. So portable heaters had been bought into each of the rooms- you know the ones that you are nervous to leave on while you sleep in case they start a fire and you die in your sleep- yep those ones. Pilows hard as a rock. Towels were once upon a time white but now a lovely shade of grey. But hey at least the location is good. Spend your money somewhere else. I am a member of Accor and can hand on heart say I will never stay here again.

This hotel as well as the Mercure on Victoria street are in serious need of maintenance. There solution to an extremely loud extractor fan is to keep the door closed. Sticky doors and damaged panels. The windows don’t close properly, so the room was cold with only one blanket to add and no duvet inner. I am really shocked at how poorly this hotel is maintained at the price you have to pay.