Mercure Melbourne Doncaster 4.5 stars

Customer review rating (ALL Rating) 4.4/5 1,643 reviews

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6 Tower Street, 3108 DONCASTER, Australia

Description

Hotel extras

  • Spacious outside terraces with views of Melbourne City & the Dandenong and Yarra Ranges

  • Mercure Hotel Parking & Electric Vehicle Charging Stations

  • Access to a Fully Equipped 24 hour Gym & an Indoor/Outdoor pool

  • Book Mercure Meeting & Conference rooms with high-speed WIFI for all guests.

Our accommodation(s)

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Hotel location

Mercure Melbourne Doncaster

6 Tower Street
3108 DONCASTER
Australia

GPS:-37.786625, 145.12823

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

The Restaurant

At The Restaurant, we celebrate Aussie flavours with fresh local ingredients and a modern twist. Pair your meal with local wine, beer, or a craft cocktail. Members enjoy Happy Hour every day from 4 pm to 6 pm at the Bar.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.4/5  1,643 reviews

TripAdvisor Rating  4.1/5  56 reviews

Customer review rating 0.5/5

Ashbel C. Solo - Confirmed reviews ALL

Dear General Manager / Guest Relations Team, I am writing to file a formal complaint regarding the discriminatory and unprofessional service I experienced from your Concierge Manager, Don, during my stay. This marks the first time I have felt compelled to complain in any hotel. The issue began with my request for a late checkout. When I asked Don, his response was immediately dismissive. He asked me to repeat my request twice and then rejected it outright without even verifying my room number or my status as a Gold member. It was only after this refusal that he requested my details and granted a perfunctory 30-minute extension. My specific need was to checkout at 12:30 PM to conclude urgent work. Don denied this, stating the hotel was "full." This justification is not only inconsistent with information I received during check-in—when a staff member confirmed the hotel was not at full capacity—but it is also logically contradicted by my observation at 11:30 AM, as I was checking out. At that time, I witnessed a Caucasian gentleman being allowed to check in early. If the hotel were genuinely full, no rooms would be available for an early check-in, making this impossible. The sequence of events is deeply concerning. I was treated with immediate dismissal, my loyalty was ignored, and I was given a justification that appears to be demonstrably false. The stark contrast between the service granted to another guest and the service denied to me, based on a reason that does not hold up to scrutiny, forces me to question whether my race was a factor in Don's decision-making. As a manager, Don represents your hotel. His conduct—which demonstrated a clear lack of customer service, professionalism, and now, evidence of potential racial bias—is completely unacceptable. I am deeply offended and feel that I was not afforded the same courtesy and respect as other guests. I expect a thorough investigation into this incident and a review of Don's suitability for a customer-facing leadership role. I look forward to your prompt response and a detailed account of the actions you will take to address this serious matter.

Dear Ashbel C., Thank you for your email and for sharing your experience. It is concerning to hear that you felt you were subjected to racial discrimination. I note that you stayed with us for one night on 27 November and checked in at approximately 6:00 p.m. While the hotel may not have been at full capacity at that time, we experienced a significant last-minute influx of guests attending an event that evening. With only 183 rooms, the hotel can reach full occupancy quickly when on-site events take place. The following morning, we had a large group scheduled for early check-in, and those guests—who happened to be Caucasian—had paid an early check-in fee. Our occupancy levels are reviewed each morning, and the team was aware of the operational strategy in place, which included supporting housekeeping requirements and not permitting late check-outs. It may have appeared that Don was dismissive; however, as Front Office Manager, he is expected to remain informed of the hotel’s occupancy situation. I also understand that Don offered the use of the Business Hub for your meeting, which you declined. His intention was to assist, but due to high occupancy and prepaid early arrivals, we were unable to accommodate a late check-out request. I am aware that you have shared your feedback on Google, and the decision to keep or remove your review remains entirely yours. We hope to provide you with a better experience during any future stay. Kind regards, Dinesh Gandhi General Manager

Customer review rating 0.5/5

Mark M. Couples - Confirmed reviews ALL

I am writing to assist with this very unpleasant experience we had . We were looking forward to staying at this hotel for a special milestone birthday and extremely disappointed. It might be new but had virtually no staffing Not a very welcoming place to visit . It was like going a self serve hotel. Room not worth the price we paid - Arrival Empty glassware, food plates all outside rooms right down the hallway when we arrived at our room. It was not a pleasant start to our arrival . No coffee cups for a coffee in room. No milk . Had to travel downstairs to get water Staffing - Severely understaffed in a number of customer areas, It was like the Hotel was running on just a few staff and poorly managed for a customer experience. - Bar Night Bars/Food. Large lines to even get a drink. Functions lining up for drinks in main bar and hotel guests could not be served in a timely manner. . Just 1 staff member by himself We left that evening to eat and drink out of the hotel. Morning Breakfast / Cafe Food Area No one to assist a dinner or breakfast only limited bar staff of one who was busy, No conceirge staff Fend for yourself to get a table for breakfast as was fully taken. Not enough staff for over a 100-150 or so guests Breakfast very poor 1 chef most of the time for breakfast for a full breakfast room of about 150 people. Hot Food stations mostly had no food Eggs no taste over cooked fried eggs and scrambled eggs tasted like water Food & drinks/ coffee/ milk had run out on a number of stations and was not a pleasant breakfast experience with no one replacing items in a timely manner. It was so short staffed, we could only count a staff of 2 most times back and forth from bar/cafe. We felt sorry for the limited staff who had hardly any support and doing there best . I did not fell like we were at a hotel . It felt like we were at a food court with a bed to sleep. Probably our worst customer experience we have had at a hotel.

Dear Mark m., Thank you for taking the time to share your feedback about your recent stay at Mercure Melbourne Doncaster. I sincerely apologize for the difficulties you faced during your visit, especially while celebrating a special milestone. Your insights are very important to us as we work to enhance our service and ensure our guests’ comfort. You stayed with us on November 22nd, during a period when the hotel was at full capacity since November 16th. I understand your concerns about staffing levels; however, I want to assure you that each shift had a minimum of five staff members. Nonetheless, the high occupancy did lead to some delays in certain areas. Our aim is to provide a warm, well-supported environment that creates memorable experiences for our guests. We were unaware that your stay was for a special occasion, and it’s clear we fell short in this instance. The issues you mentioned, such as the cleanliness of common areas and wait times at the bar, do not align with the standards we strive to maintain. I also appreciate your acknowledgment of our staff’s efforts under challenging circumstances. Regarding the breakfast, I apologize that the quality did not meet your expectations. We pride ourselves on offering a diverse selection, and I regret that this was not reflected during your visit. Rest assured, your comments will be shared with our kitchen team to help us improve. Your experience does not reflect our typical standards of guest satisfaction. We hope you will give us another chance to provide you with the high-quality service we aim to deliver. Thank you once again for your valuable feedback. Regards Dinesh Gandhi General Manager

Customer review rating 4.0/5

Richard W. Couples - Confirmed reviews ALL

Room was adequate with an excellent nights sleep.

Dear Richard W., Thank you for taking the time to share your positive experience at Mercure Melbourne Doncaster. We are delighted to hear that you found our staff to be pleasant and helpful, and that your room met your needs for a restful night's sleep. Your feedback is greatly appreciated, and we look forward to welcoming you back on your next visit. Regards Dinesh Gandhi General Manager

Customer review rating 2.5/5

Candy E. Families - Confirmed reviews ALL

Breakfast was awful - ran out of food, very basic food, rude chef and inattentive staff.Manager was excellent .

Dear Candy E., Thank you for sharing your feedback regarding your recent stay with us. I sincerely apologize that your breakfast experience did not meet your expectations, as we strive to provide a variety of quality options for our guests. I appreciate your acknowledgment of our manager's efforts, and I will ensure that your comments about the staff are addressed appropriately. Your insights are invaluable in helping us improve our services. Regards Dinesh Gandhi General Manager

Customer review rating 3.5/5

Andrew M. Business - Confirmed reviews ALL

Arrived and found the reception quickly. Checkin was fast. Ordered the steak but no cutlery was given. Went to order from the overnight menu but it wouldnt load, reception said someone will call me to take me order but no one did. Check out was fast.

Dear Andrew M., Thank you for sharing your feedback regarding your recent stay at Mercure Melbourne Doncaster. I appreciate your positive comments about the efficient check-in and check-out processes. However, I regret to learn about the issues you experienced with the dining service, including the absence of cutlery and the difficulties with the overnight menu. Your comments are valuable, and I will ensure they are reviewed with our team to enhance future guest experiences. Regards Dinesh Gandhi General Manager

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Other web-users rate our hotel

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