Mercure Melbourne St Kilda Road

"When we arrived the staff were uninterested in answering a few simple questions. The shower head in the bathroom was broken and the soap dispenser was empty. There was a nice letter from the owner saying he welcomes feedback but fails to provide anyway of doing that. The heatpump in the room is very noisy and the remote batteries need to be changed. The pillows are horrible made for a terrible sleep. For the price we paid terrible."

"I would like to provide feedback on my experience at your hotel, which was extremely disappointing. After a long 10-hour drive, my family and I arrived at the hotel feeling tired, hungry, and in desperate need of rest. Despite our fatigue, we entered the reception area in good spirits. However, my encounter with the concierge named Maria was quite unpleasant. She was engrossed in her mobile phone and clearly saw me standing in front of her. I didn't expect her to attend to me immediately, but a simple greeting like "hi" or "hello, I'll be with you shortly" would have been appreciated. Instead, after a few moments of awkwardly waiting, she abruptly asked, "How can I help you?" without any pleasantries or even a smile. To make matters worse, Maria couldn't find my reservation and insinuated that I hadn't confirmed it properly. It felt as though she questioned my intelligence when she asked, "Are you sure this is your reservation?" as if I were some kind of scammer. I showed her my reservation confirmation, and she reluctantly acknowledged it but continued to cast doubt. She then went inside and returned with a slightly softer expression, informing me that they couldn't find my reservation online but had it in their internal system. I must mention that the other staff members, particularly the Filipino ones, were friendly and accommodating. However, I believe there is a need for better training in customer service for your staff. I typically don't complain or vent, but this experience was incredibly frustrating. Furthermore, to add to the disappointment, we were allocated a room with a queen bed instead of the king suite that I had booked. I would have been more understanding of this situation if the receptionist had been more pleasant and helpful. Overall, I hope you take this feedback into consideration and work on improving the customer service experience at your hotel."

"While some parts of the hotel are really good they completely miss the mark in others. Room and bed are good but there was no shampoo, conditioner or body wash in the shower. The restaurant wasn’t open that evening and there was no room service option. Breakfast was very average. It’s not really a hotel more like a serviced apartment. Receptionist was very helpful. Could be so much better"

"Shout-out to Harry and Princess at Reception that bent over backwards for us and made our stay so enjoyable. Lovely rooms, super comfy beds. Breakfast at the restaurant was so delicious 10/10."

"The staff here were lovely, they upgraded my partner and I to a better room for our anniversary. However the room didn’t really look like the photos on the website at all which was disappointing. For the breakfast I added it as a extra but I didn’t realise it is not buffet breakfast instead it was choose from the menu that equals to the price you paid. The breakfast extra is not worth the money and the food tasted bland. They also never told me when check out time was so when it was 10am we had to re activate our card then rush into our room to get our stuff."