Mercure Darwin Airport Resort 4 stars

To whom it may Concern I stayed 2 night at the Mercure Darwin Airport Resort Check-in 19 June Check-out 20 June. I am writing to express my concern over the cleanliness of the room and in particular the bed linen and condition of the mattress. ( please see attached photos) On Sunday when I was packing I discovered an old blood droplet on the donna cover, and was mortified at the condition of the mattress, which was dirty and stained. In these times when hygiene is of upmost importance I find this unacceptable. As I was checking out I was speaking with another guest who advised that he was “Covid quarantining” at the hotel. I understand that many Darwin hotels have guests that are in Covid quarantine, however I feel that a well-recognised brand such as the Mercure has a duty of care to advise non Covid quarantine guests that there are guests that are under Covid quarantine restrictions so that we can make an informed decision when making our booking. I know that this is difficult times for the tourism, hotel and hospitality industry, so I have chosen to address the above matters directly with the hotel and not on review sights such as Trip Advisor or social media platforms, so that the Mercure group might provide some insight into your policies and cleaning procedures. I look forward to your response. Kind Regards

It’s very nice to stay there and the service is very good

The hotel was nice lovely pool, the rooms good. That's where is stopped on the positives for us. When staying the night we were located below a room that initially were loud, inappropriate language and yelling. I heard them get up to two warnings. I don't feel this was sufficiently managed and they should have been evicted. This went on for hours. At approximately 11pm this then turned into a domestic violence event and we actually called the police. Over the next hour and so there was police and ambulances arriving and assisting. So all up it was hours of no sleep, worry and honestly feeling unsafe. Looking out our windows there man was wondering with a wine bottle in hand with a guest trying to calm him down and move him from the room and partners harm. The ladies screams were confronting. No one contacted the rooms surrounding to see if we were ok. We are local and decided to spend our Saturday evening for a staycation. I have two children 11 and 9 years of age that I had to try and explain the events too, they were very scared to the point they did not want my husband to leave the room. It was not the relaxing family night we hoped for, and although we had a late check out organised initially we planned to stay to lunch and enjoy the pool, we woke and left immediately. This seemed to be treated as no big deal when checking out which I found surprising and makes me worry that this has happened in the past. I was disappointed by the lack of checking in with us (obviously after the threat was over). Not a enjoyable experience and our weekend plans were impacted.

Walking distance to airport. Less then a 5 minute walk. Welcoming staff and also very helpful and courteous. Room was clean and with the basic amenities (including coffee and tea in room) and clean bathroom. A little overpriced for a 1 person sleep over. Rate was $145 for a regular room. I would have expected max $120.

My children and I were exposed to a domestic dispute between a couple. I had to assist with with victim who had beaten severely and had her face sliced. There was absolutely no follow up from staff and no apology and no one had checked if myself and my family were ok. It would have been nice to have someone come and just put our minds at ease that this was not normal for our stay at the hotel. Although it was not at the fault of the hotel, our safety was never checked on. We finished with police after 1am and I had to ask for an extra hour to check out late because we had been up all night. I would have appreciated this as a gesture rather than having to call and ask.

Excellent, no issues.

ROOM NOT CLEANED, DUST BEHIND TV'S, CARPET FILTHY, SOFA FILTHY AND STAINED. VERY LITTLE IN CONTAINERS FOR FOOD STORAGE, NO ICE IN ICE TRAYS. NETFLIX WASN'T WORKING AND AFTER COMPLAINING IT STILL WASN'T FIXED WHEN WE LEFT???? TV TURNED ON IN BEDROOM AT 4AM BTOH MORNINGS AND COULDN'T FIND OUT HOW TO TURN OFF. STAFF WERE VERY FRIENDLY AND HELPFUL THOUGH SO NO COMPLAINTS WITH ANY OF THEM

I appreciated the room upgrade only to be let down by the lack of hot water. Customer service was great.

Great. No problems to report.

The room was dated... tried to use the facilities desk top computer, but the internet speed kept timing out... the restuarant service was poor and the food was a disaster.... the cooks need to be dismissed

As a loyal member of Accor I decided to stay with my family to celebrate my birthday at my favorite NT Accor hotel. As a gold member I did receive an upgrade to a new suite room which was nice. However i did not receive my complimentary water nor any complimentary gift. I did not receive any birthday mention despite visiting your hotel over 30 times. I even had to remind the lady at reception about my drink vochurs which she kindly did (and one for each person which was appreciated). We booked into the restaurant having mentioned my birthday in the booking. I used our drink vochurs at dinner. The Bar man was rude when I had to let him know he accidentlu charged me for the additional 2 drinks...telling me that complimentary drinks were usually for 1 person. Lovely. The food was amazing though except for the cheesecake which seemed to fall apart. The sad thing is is that a nearby airport hotel has a locals special for $129 including breakfast and a bottle of wine. For $130 and my loyalty I didn't receive anything that made me feel like I was welcomed home.

Brief

Was disappointed as bathroom floor and shower floor were sticky,My feet left black marks on the small towels when I stepped out of the shower

Staff brilliant

Stayed overnight due to corona virus