Mercure Warragul

Stayed here several times due to hospital appointments and will continue to. They could just do so much better with some things - the room service breakfast coffee is horrible, on ordering breakfast which was very basic the staff member taking the order could not understand my request. the staff seem to need training in normal everyday operation procedures. One example was requesting late checkout, as an Accor member, was advised that late checkouts were all booked out and only available for new members, joined my husband up and received it, no logic or sense. Seems to be a lot of unplanned maintenance at hotel with water being turned off. I book online generally and last time on arrival was charged again and had to request refund. I don’t know whether it’s their system or the operator. Would be nice to offer bottled water in rooms even if payment was required. Polo Cafe food is very basic for price and very greasy, some fresher options would be nice. All in all the staff are friendly and it is a Fanta location.

I don't recommend Mercure North Melbourne. The staff is nice, except Gabriel, the Manager. I called the hotel to confirm if my booking was successful after booking on Accor All app . However, my bookings were not successful as there was a glitch in their system. Gabriel then sent me the confirmation email with the wrong room type and price, even if I had explained everything to him. I called the hotel again to correct the information on the confirmation email, however, Gabriel sent me another wrong confirmation email. After that, I called the hotel again to correct the information on the confirmation email. Gabriel became rude, refused to change the correct information and stated he was going to leave over the phone. I booked a king size bed room for my parents, however, the staff provided them a double bed room, even if I had confirmed all the information twice before my parents stayed. They then changed to a king size bed room with the broken air conditioner. After that, the staff changed again to a double bed room with the SAME price and broken light and shower. The cooking smells is everywhere in the building. No cleaning and toilet papers if you stay there for 2 or more days.

This is really hard to rate because I think they do some things really well and others not so well. We were greeted by the friendly staff on arrival and check-in was smooth. We parked in the undercover parking area but you are charged extra for that privilege. We went up to our room and realised that it wasn’t the room that we booked. I noticed that someone wrote the same thing on their review 3 weeks ago. The gentleman was helpful, offering the room we booked but we saw that the bed wasn’t that much bigger so we didn’t bother moving. Later it rained and the room leaked water, even wetting the bed. We called reception and they said the other room we originally booked was also leaking. They upgraded us to a big room that looked and felt comfortable. It was very luxurious in size. The staff are very nice and very happy to sort out any issues so I can forgive the mistakes. However, this room had a few issues. The TV volume wasn’t working and neither was the spa. We originally didn’t pay for a spa so it didn’t matter too much. It did confirm to me that the hotel seems to be in disrepair. After all, three rooms we looked at had issues.There was birds poo all over the window but the view of the city was spectacular at night. The bathrooms in all three rooms we looked at were not modern but they were clean. When the bathroom fogged up, you could see that someone had left a love heart imprinted on the mirror. We had dinner in the hotel. The meals were hot and fresh and quality was fair for the price. It was a nice atmosphere and the hotel, although very old, looks clean and modern. They sell alcohol at the bar as well. They forgot our gravy and messed up our order regarding salads. Again, they do so well but they seem to let themselves down with detail. They were very pleasant though. There is an outdoor pool which looked clean and tidy. The lift is old and keeps moving even when the doors are opening but having the lift made it easy to travel up and down with luggage. Again, the lift lacks attention to detail and needs to be looked at as to why it moves with the doors open. The hotel looks glamorous in the photos and there are parts that look lovely. The reception area is attractive and there’s a sitting area in the lobby. I think the maintenance is the main problem with this hotel. It needs money spent on it. I feel for the staff because it’s not their fault and this company has the best employees. They really need to make their job easier by having everything working well. It’s five star for service and friendliness. I think it’s ok overall considering it’s cheaper than others in the area and the location is ideal if you need to be near the hospital. Thanks for making our stay pleasant, despite the issues.

A friend and I were booked into the hotel for one night. On arrival, we were warmly greeted and checked in. Unfortunately the room we were given was not what we had boked and was very small and cramped. We brought this to the attention of the young lady from Argentina on reception who soon found us an upgraded room. She could not have been more friendly or helpful, including giving us directions to the hospital we needed to visit. 10 out of 10 for customer service ! The rooms are getting a bit dated, and worn and badly need renovation. Its also fairly noisy for us country folk with fire trucks trams etc . We had dinner at the hotel which was very good, as was the included breakfast, and once again customer service was great.

Room was cold heater not working... advised staff about this nothing done. no fan in bathroom, room all steamed up no ventilation. shower head not screwed on properly... so water went everywhere when turned water on and pipes banging . TV was that old couldn't get half the channels ..... person above us must have had an elephant in their room performing all night from heavy footed walking in room Cleaner vacuuming outside our room at 7am , kept banging the vacuum head along the walls and our door. Please run if you get room 117..... Complained on leaving ,got $6 Discount on our room service , morning staff very apologetic. Have stayed before never this bad ....will not return......