Mercure Pakenham 4 stars

Customer review rating (ALL Rating) 4.6/5 742 reviews

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77 Racecourse Road, 3810 Pakenham, Australia

Description

Hotel extras

  • Ideally situated across from Cardia Club open 7 days a week

  • 500m from Pakenham Train Station

  • 64 spacious guest rooms and apartments for all of your needs

  • Reception Hours 7am - 8pm (6pm on Sundays)

Our accommodation(s)

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Hotel location

Mercure Pakenham

77 Racecourse Road
3810 Pakenham
Australia

GPS:-38.0768, 145.49351

Telephone
Fax +61 6135941103

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Bar
  • Meeting rooms

MERCURE PAKENHAM RESTAURANT

Mercure Pakenham Restaurant Offering contemporary cuisine to guests between the hours of 7am-11am

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.6/5  742 reviews

Customer review rating 4.5/5

Reg M. Couples - Confirmed reviews ALL

Mercure Pakenham never fails to satisfy, from checking into checking out the process is very good. The rooms are always clean and spacious and the beds extremely comfortable. I have stayed here many times and will be my go to hotel for trips to Melbourne from East Gippsland. Highly recommended

Customer review rating 2.0/5

Irene B. Families - Confirmed reviews ALL

Checkin was smooth and great, but when we entered the room there was an overpowering foul smell from the sofa and also a strong perfume smell, as if the cleaners has tried to cover some smells. As the property was fully booked on valentines day no room change was possible.

Customer review rating 2.5/5

Jenny R. Families - Confirmed reviews ALL

I am writing this review to provide constructive feedback regarding our recent stay. In July 2025, I booked the *two-bedroom luxury suite with two queen beds, each bedroom with its own private ensuite bathroom*. This configuration was important for our family’s comfort, privacy, and convenience. From the time of booking, I maintained continuous communication with the hotel, including reconfirming details two weeks prior to check-in, to ensure everything was properly arranged. Just a few days before arrival, I was informed that we had lost one of the rooms due to an “apartment allocation issue.” After further discussion, I was reassured that we would still receive our originally reserved suite. However, upon check-in, we were told that the apartment was still occupied and would only be available the following day. As a result, my family had to stay in a different room on the first night and move the next day to the suite we had originally booked. This was highly inconvenient, particularly since we had specifically reserved a two-bedroom suite with *separate ensuite bathrooms* for privacy and comfort. We were also told that another guest had booked the same apartment in *late January 2026*, checking out on February 6. This explanation was confusing, as our booking had been secured much earlier — in July 2025. If earlier reservations can be displaced by later bookings, it raises concerns about how allocations are prioritized and managed. As compensation for the inconvenience, we were offered a complimentary rollaway (roller) bed. Unfortunately, this was not arranged at check-in and was only organized on Day 2 of our stay, which added further frustration. Compensation should help resolve inconvenience promptly, not require additional follow-up. In addition, there were cleanliness concerns that need attention. One of the apartments was not thoroughly cleaned upon our arrival. We noticed: - Visible dust in several areas - Food traces in the kitchen - Residue on the bench top and dining table - Dust accumulation on the lounge chair The lounge furniture, in particular, appeared worn and difficult to maintain. It may benefit from replacement or upgrading to a leather-type couch instead of fabric, as this would be easier to clean and maintain to a higher hygiene standard. That said, what significantly alleviated the situation was *Macarena’s professionalism and genuine effort to assist*. She took ownership of the issue, ensured that my family was able to move into our originally reserved suite as soon as possible, and personally followed up to make sure the rollaway bed was arranged. Her attentiveness and commitment made a noticeable difference to our overall experience and is sincerely appreciated. *Key Areas for Improvement* 1. Reservation Management & Allocation Integrity - Confirmed reservations, especially those made well in advance, must be protected. - Specific suite types (two-bedroom with dual ensuites) should not be reassigned due to internal allocation issues. - Clear prioritization of reservations is essential to maintain trust. 2. Communication & Transparency - Guests should receive consistent and accurate information. - Explanations regarding booking conflicts must be logical and clear. - Reassurances should only be provided when confirmed. 3. Pre-Arrival Issue Resolution - Allocation problems should be resolved before guest arrival. - Guests should not encounter unexpected room changes at check-in. 4. Service Recovery & Execution - Promised compensation must be delivered promptly. - Service recovery efforts should reduce stress, not extend it. - Staff should be empowered, as Macarena was, to resolve issues efficiently. 5. Cleanliness & Maintenance Standards - Thorough housekeeping checks before guest arrival are essential. - Kitchen and dining areas must be free from food residue and dust. - Upholstery and lounge furniture should be reviewed for cleanliness and potential upgrade. 6. Guest Experience & Convenience - Moving rooms mid-stay is disruptive, especially for families. - Greater consideration should be given to minimizing guest disruption. 7. Trust in Early Booking - Booking months in advance should guarantee the reserved accommodation as this ensures security and peace of mind for your guests. - Failure to honor early reservations undermines confidence and loyalty. *Final Thoughts* While there were several operational issues that impacted the beginning of our stay - including allocation confusion, delayed compensation, and cleanliness concerns - Macarena's effort and professionalism helped improve the overall experience. I hope the hotel reviews its reservation systems, housekeeping quality control, and service recovery processes to ensure a smoother and more consistent experience for future guests. This feedback is shared constructively in the hope of meaningful improvement and with appreciation for the staff member who made a positive difference. Thank you.

Customer review rating 5.0/5

Deborah G. Business - Confirmed reviews ALL

The lovely woman at the desk, she was still there when I was a very late check in, she explained everything, gave me a local layout she was so very lovely.

Customer review rating 5.0/5

Aimee B. Families - Confirmed reviews ALL

Well-priced, good location, well-priced

Other web-users rate our hotel

  • 175 reviews 9.3/10 Location
  • 538 reviews 8.6/10 Room
  • 444 reviews 8.6/10 Service
  • 7 reviews 8.3/10 WiFi
  • 280 reviews 8.5/10 Comfort
  • 269 reviews 9.3/10 Cleanliness
  • 114 reviews 9.7/10 Vibe
  • 103 reviews 4.4/10 Breakfast

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