Mercure Melbourne Albert Park

The Mercure/Pullman Queens Road is our go to when staying in Melbourne because it's conveniently located and the rooms are normally very comfortable. However, this recent stay has left us disappointed. The was no mini bar in the room, only 2 pillows on a king size bed with no extras in the wardrobe, no blanket if needed, the bath wash and shampoo containers in the shower were empty, one of the bath towels had a hole in it and was see through and there was a hole in the bottom sheet on the bed. This level of attention to detail was very disappointing for an Accor hotel.

Overall the hotel was fine. The Mercure side as opposed to the Pullman side, clearly the budget of the two but that was okay. When we checked in we were told about the restaurant and told to get a voucher from reception for a discount on the breakfast price. Breakfast we were told ended at 1030am. The first morning we went to reception to get our voucher and confirm we had until 1030am, the reception worker said yes so we walked over to the restaurant to find it closed. We went back to reception to let them know and we're told it's only 1030 on the weekend. Seems like they need to have their information correct but we received no apology for the mistake. We were told to ask concierge about breakfast spots in the area and they gave us the following. "Follow the perimeter of the lake and turn right. You cant miss it, there are quite a few restaurants in the area." Well if you go straight up the street and turn right at the first light you will find many closed bars and dinner spots but nothing for breakfast. If you follow the instructions we were given, you circle the lake. I'm sure what they meant was we should follow the perimeter of the park, but I'm guessing. Aside from that, the corridor on level 1 has doors that are supposed to be automatic but they don't work so we had to push the very heavy door open each time we came and went. This place is definitely not accessible. The staff were all polite and helpful, though clearly not well informed. We slept well and that's why we needed the hotel so I've given the rating a 7. I would not likely stay again in the future, mostly because the location is not within walking distance to much of anything. We did find an amazing restaurant named Curious that was about a 30 minute walk from the hotel and it offers many delicious breakfast options. A local told me about it. Its in the opposite direction feom where concierge sent me. Maybe they need to chat with the locals. I know this is a bit of a rant but my sister who is in her late 70's travelled with me and she's had a few falls of late so these issues complicated her stay.

Booked two nights at this hotel and it was at problematic stay. 1. After making my booking online I wanted to change the bed from a king sized bed to two singles as my dad was now joining me on the trip. I called and advised asking for two single beds. Upon check in I confirmed again that it was two single beds. Advised by the receptionist yes - two single beds. When I got to the room - the bed was made as a king. I had to call the operator to get it changed. (I left the hotel for a hour for dinner) and we came back and the beds were made as two single beds but they were still pushed together. 2. Fire alarm went off at 930pm - had to evacuate- there was no staff/guidance in the zone I evacuated to (I took the fire stairs). Eventually two staff members came out to the area - however if there was an actual fire - lets just say completely disorganised. 3. Got up early 630am (as checking out) and there was no hot water - apparently there was a problem with the cold water service - as per the manager and concierge (although there was cold water coming out both taps). When I chatted with the manger saying that no hot water isn’t really good enough and asked if maybe I could get one nights parking refunded - no. Was offered two free coffees instead. 4. Overcharged for parking - i pre-booked parking which on the app was suppose to be charged at $25 per night - have now checked my invoice and was charged $30 per night. I was not provided with an invoice upon check-in. Location wise the hotel is great. Rooms are basic but clean. Some staff are helpful (staff in Mortimers- were nice) but overall wouldn’t stay there again - due to the management/organisation of the hotel.

The room was spacious for a standard king room. Unfortunately there was mould on the roof of the shower and we were not provided with a spare blanket in the room and we only had 2 pillows (usually there are 4) so we had to call down for more. There was a weird piece of trash in the room that must have been missed when it was cleaned. Overall the room was sufficient for our short holiday as we only needed a place to sleep and shower. If it wasn't for the mouldy bathroom we could have easily overlooked the other small points since we got the cheapest room, but it definitely did not meet the 4 star rating. A 3 star rating is more fitting. The concierge staff were very friendly and held our luggage for a few hours after checkout. We also booked through Qantas holiday packages where despite combing through the terms and conditions and info on the Mercure website, we couldn't confirm if a deposit was required and how much it might be. We were required to provide a $150 deposit, and just wish that information was clearer before arriving so we could better plan for how much the deposit would be. The Mercure is in the same building as the Pullman hotel and use the same concierge and room service menu.