Mercure Canberra Belconnen 4 Sterne

This is a wonderful property, we have stayed several times. Now, the Duty Manager has informed me that a note has now been added to my profile indicating that I am not to be believed or trusted. Staff confirmed breakfast was included on three mornings. Breakfast charges were applied to the account at check-out. These charges were contested with reception on two separate occasions, and it was agreed that the General Manager would call me to discuss. While waiting for a call, the breakfast charges were then taken from my credit card. The manager has never rung. Reward points have not been applied and with unknown details now recorded against my profile, I feel that I will not be welcomed back at this property. The cost of the breakfast is both insignificant and immaterial, the false statements, untruths, the mistrust, misinformation are the points of argument. So much for Loyalty, does anyone know what my profile note might say, and I have no right of reply.

We regularly choose Mecure Belconnen for its great service clean rooms and convenient location. Walk through to good meals in Labor club and meals on the lake.

We stayed 2 nights at this Mercure in a large, modern, spacious room with a sofa, table and chairs, very comfy bed and pillows on the 7th floor with a view of the lake. A considerable upgrade from the usual Mercure, check in was easy but as hotels go, it’s a bit quirky as it only has rooms and a seating lounge area. The dining options are in the attached Labor Club which offers a large dining space, cafe and the usual gambling. There is also a lovely bar on the 11th floor open 3 nights a week with spectacular views and nice drinks options and nibbles… So the quirkiness is also in finding your way around in the lifts. One to the bar, one for the rooms, one for the car park and your never quite sure where your going to come out. We found it fun working them out (some people might find it annoying) but all in all we loved this hotel and would definitely stay again.

The hotel was quiet, very clean and staff very friendly and attentive. The room was adequate in size and nice and clean. Parking was complementary which was lovely. Really enjoyed the area that this hotel is in. Was close to all the sites. The Labour Club is attached at the hotel. The meals and service there was outstanding. Would definitely stay again.

I checked in late and didn’t realise until I went to shower the next morning that there were long dark hairs in the shower, the bath, the basin and on the table in the lounge. I have shaved short blonde hair so certainly not mine! It made me question how clean the room was and before I showered I went to the Woolworths metro around the corner to buy antibacterial wipes. The liquid soap next to basin was nearly empty. I booked direct with the hotel and in preferences had asked to be away from the lift. When I checked in I was told all the rooms are near the lift in that category. Had I been contacted by the hotel and advised of this, I would have chosen a different type to get a quiet room, even if it had meant dropping down a room category (not expecting refund of difference or anything, would’ve copped it for peace). I was cut off at reception when I tried to ask about this when I was checking in and basically told too bad. I also wouldn’t say it was a lake view, given the rooftop carpark was between you and the partial view. I wouldn’t in future pay extra for the king studio as the view was not worth it, nor was the bath which would be great for a kid, but not deep enough for an adult. The staff were not polite both when I checked in and checked out. Checking out was a slightly better experience compared to checking in, but not by much. While waiting in the lobby for friends, I overheard reception staff being very inpatient with tourists asking a couple of basic questions. Patience and customer service were clearly not priority as between my own experience and what I witnessed, I felt we were all nuisances to the staff. A lady checking out Sunday was told she would have to walk around the carpark given she didn’t have a floor key to get access to the car park via the hotel lift - or ask a fellow guest to assist her. I went out on Saturday morning and had to step over what looked like a pile of swept up dirt. When I returned at 5pm it was still sitting there, albeit spread around as people had clearly walked through it. The positives - bed sheets were clean, bed was comfy, shower was really good and the windows were sound proof as you couldn’t hear the carpark or club nearby, despite being only metres from people parking their cars. It’s very close to AIS and the football stadium, there is a Woolies around the corner with sushi bar, hot food and barista if you want food or supplies and a Westfield within walking distance. Location was good if you don’t want to be in CBD. If the cleanliness gets sorted out I would stay here again. Hopefully the staff can be more polite in future.