Great location as near to public transport. The staff were friendly and the rooms were very clean & comfortable.

Needed an overnight room for a concert with my youngest. Had 2 big Queen beds! We had a great night/sleep

Stunning facility, great location and breakfast. Helpful staff

Overall, I had a good time at this hotel and staff provided good service.

Having stayed at the Pullman Hotel next door, I thought the experience would have been better.

I had booked this hotel months in advance over the phone and made multiple requests for my stay. One of these was to have the king bed changed into two single beds, which was eventually organised after multiple phone calls. My biggest issue was the early check-in. I specifically requested this over the phone several times and was told that it would be okay. A few days before my booking, I also received an email asking me to select my preferred check-in time. I selected the earlier option of 10am–12pm. My friend and I arrived at around 10:30–11am and I went to the front desk and explained that we had requested early check-in. The staff member was quite rude and bluntly told me, “We don’t do that.” This was very frustrating, as I had been told over the phone that it was okay, and the hotel had also specifically asked me to select an early check-in time in the email. If early check-in is not available, I don’t understand why guests are given the option to request it or told over the phone that it can be arranged. The front desk staff were also, overall, quite unhelpful and unfriendly throughout the stay. There was very little willingness to assist with questions or requests. Because we had to wait for the room, I had to specifically ask for my friend’s and my bags to be stored, which I would have expected to be offered automatically. When we eventually returned and the room was ready, it was a standard hotel room, but unfortunately it was not very clean. There was noticeable dust around the room. I accidentally dropped my card and it went underneath the couch, where I found old dental floss picks, crumbs, hair and other dirt. I didn’t realise how dirty it was underneath the couch until towards the end of our stay, so by that point I decided to just finish the stay and raise the issue afterwards. Another issue was the room phone. I tried to call downstairs for room service, but the phone in the room was not working. I then tried calling from my mobile phone multiple times, but nobody answered. For a hotel with a concierge and front desk service, I found this quite disappointing. Eventually, I went downstairs myself and spoke to the front desk. I was simply told to “go to the bar.” Thankfully, the lady at the bar was lovely and offered me a glass of wine, which was a much nicer interaction and made the situation a little better. Overall, the stay wasn’t completely terrible. The location was convenient, with the tram nearby making it easy to get around Melbourne, and there were some genuinely nice staff members in the café and bar. However, the poor communication regarding the early check-in, the attitude of some of the front desk staff, the cleanliness of the room and the lack of response when trying to contact the hotel made the overall experience disappointing. Unfortunately, based on this experience, I would not stay here again. Regards, Emily

Very enjoyable stay the room was nice the beds were amazingly comfortable and the shower was incredible

comfortable, clean, beautiful location, and the staff were very helpful.

We liked the area but paying for parking per day is quite expensive and would definitely need a look at.

Very welcoming staff there, and the location is quite and safe. Big space and good quality bed.

Severely Disappointed in the room. The carpet was horrible. The furniture old and falling apart. The shower grout was black and falling out. The tv didn’t get all channels. Couldn’t even cast from my phone for my kids to watch their show or for us to have a family movie. The state of the room resembled that you’d expect for a low end motel. Not a hotel that I paid $400 per night to stay in. The restaurant was a disappointment with their inability to cater to any dietary requirements/ restrictions which then made it hard to organise dinner when we didn’t have a vehicle to use to get dinner. I was so disappointed with this stay. It was the first time my family had done something like this. I’ve stayed at other Accor hotels and really enjoyed my stay so to be so unsatisfied with this hotel has really put me off. Next time we stay in the city we’ll look to stay at crown. We can pay the same price and experience actual luxury.

The room had a slightly foul smell, like locked for long. The Air conditioning wasn’t working well, wasn’t cold enough and a very old system. The blankets had stain. The electric kettle was rusty and not working. They couldn’t offer a substitute. An upgrade on the rooms would be better.

Our room was clean, but a little dated. Nice view. Room attending should have been better. We put the hanger on the door to get the room serviced (only once in 3 night stay!) , but it didn’t get done. We had no toilet paper left (or a spare), no teabags or milk left and still had our dirty cups the whole time. They weren’t even replaced when the room did get done!! We got two meals for room service one evening. Only one set of cutlery was provided! No salt or pepper. One napkin. The staff downstairs were lovely. The breakfast was lovely.

Rubby was amazing in dealing w my hotel needs. Excellent customer service 👍

Great motel, clean and comfortable rooms, friendly staff and a convenient location. Everything was easy and hassle-free. Would definitely stay here again!

I stayed at the hotel for two nights, from 16 September to 18 September. After the first night, when I returned to my room, I discovered that a bottle of water I had already opened and only taken one sip from was missing. The front desk told me that housekeeping may have thrown it away. I do not understand how hotel staff can simply remove and dispose of a guest’s belongings when they have clearly not been finished. The next morning, I went to have breakfast. My room booking did not include breakfast, so the night before I had asked the front desk about the price. I was told it was $29 and asked the front desk to add breakfast to my booking. However, when I arrived at the restaurant, the staff member at the reception told me that breakfast was not included with my room and that the price was $38. I do not understand how someone who is not even familiar with the correct breakfast price can be assigned to receive guests at the restaurant. As I had a conference to attend, I was in a hurry and checked out, leaving my luggage with the front desk for safekeeping. When I returned to collect it, the staff told me they could not find it and asked me to go into the luggage storage area and look for it myself. I recognised my luggage immediately and then realised that the hotel had attached the wrong luggage tag to it. This was extremely unprofessional. What if another guest had taken my luggage by mistake? In addition, because I was in a rush when checking out, I accidentally left two unopened drinks that I had bought the previous day in the room refrigerator. When I returned, the front desk told me that the housekeeping staff had already finished for the day and that I could not go back to the room because another guest was now staying there. They checked lost and found but could not locate the drinks. I can only assume that housekeeping may have thrown them away as well. How can hotel staff simply dispose of guests’ belongings without permission? Leaving aside these incidents, the room itself was old and very small, and the overall customer service experience was extremely poor. The hotel shares its front desk and restaurant with the Pullman next door, which made the whole experience feel very confusing and disorganised. Overall, I found the service and handling of guests’ belongings highly unprofessional.

I checked out on16 th September and unfortunately forgot a pair of jeans and top in the wardrobe . I called three times and the staff assured me that they will get back to mwe , however they didnot . The last staff member I spoke to said that the items were not found by housekeeping bc there is nothing on the file. I am confident that I left them in the wardrobe . Mercure was not helpful in locating the items . I called on 16 th , 17 th and 18 th september .

The room was very basic and tired, especially considering the price which is in the category of other "luxury hotels" like the Langham, Sofitel etc. Check in and check out was painfully slow which staff blamed on the 2 seperate systems the use between Mercure and Pullman. There was a lot of confusion about car parking and charges and it was hard to get a simple straight answer and my key was locked halfway through my stay which meant 2 visits to reception to sort out. The aircon in my room refused to budge from 22 despite turning it down which just too hot, espcecially overnight for a comfortable stay, I was attending a conference and the catering was by and large unappealing and unsuitable for the type of function with long queues for drinks and food stations (I didn't even get lunch due to the crowds) and a very long wait for dessert at the sit down dinner and I didn't see a single canapé at the pre-dinner function.

Well located, great service across all areas from check in/out to bar, cafe and restaurants. delicious breakfast options, comfy beds,