Novotel Canberra

Hotel was having maintenance so hallways smelt musty and mouldy. Elevator not in use so had to carry suitcases up and down stairs. Staff were very friendly and helpful. Good location. Room was good size. Overall was a good stay, just smelt a bit at this time of maintenance works.

When I arrived the reception and staff are great. Location was fantastic for my needs. I was in a room located on the ground floor near the reception and was really noisy. The bathroom had hairs on the floor, really smelt , and i found two live cocrochs in there, also there was water leaking by the bathroom door. Bedroom floor had not been vacuumed, and the black bar fridge had fingerprints all over it. The bed was comfortable and the staff where really helpful.

Bright and welcoming lobby. Staff was very polite and obliging. The room had a good measurement as a family room. There was a little kitchen as well, perfect for a little breakfast. The hotel is best located while visiting Cairns.

We stayed in the family room as a family of 4. + Beds were good, some small holes in the sheets but they were clean and pressed, range of pillow thicknesses would have elevated the experience. + Rooms were large and roomy. Nicely renovated but the lighting situation was just annoying with clashing cold and warm lighting. There was not enough light in the kids room which the front staff rectified with a tall corner lamp when I mentioned it. Also a small desk in a room so big would be useful or a bigger dining table since the one there is only for 2 people. + The kitchenette was very useful, it needed a good scrub- especially the microwave. Thankfully I travel with a small bottle of bleach and scrubber. It also needs a toaster. + The front desk staff were very friendly and personally rectified all and any issues we had during our stay, like our room not being done on one of the days. Georgina and Carolina were fantastic. + The bathroom was alright since it was renovated and the rain showerhead was fantastic. But the black mold growing on the ceiling and weak exhaust fan was a serious cause for concern. + The dining room and pool area also have a great vibe and food was quite good. + The laundry room needs to be renovated and updated. + The carpet in the corridor stinks something horrible, desperately needs replacing. It would make the entire foyer smell better, also add a nice lobby scent and you'd have a 5 star feel. It felt like a 2/3 star stay, it could feel closer to a 5 star stay if all the little things are addressed. If upper management were to stay in the room with family for a week like we did, they could pick up all these concerns and have them rectified.

Stayed there for 3 days on business this week. Normally I have a tolerance and understanding for some difficulties in hotels etc, but I can’t justify the cost paid for this recent current stay in the Mercure Cairns. Arrived and had to wait past check in time as no rooms were ready. This was the case for other new guest arrivals too. Their only elevator was not in operation, not advertised on their website at all (despite their claims). So one guy was taking up luggage, and mine was sent to the wrong room. No regular bottled water available at all, so trekked to Woolworths to buy some. First morning, a lovely big wooden barricade was added to the stairwell (an emergency exit route no less) not allowing me to get down, no directions or signage assistance. An old lady was there with two heavy cases as nobody came to help her after she had called and waited. So I carried her cases and we eventually found another stairwell at the other end of the building. Again, not good in event of an evacuation. Got her down to reception (which had moved to a random empty room outside) and we were both met with a lacklustre response, claiming signs were put up. Breakfast service was very devoid of food options, what was there was either stale or poorly cooked, so after two attempts I ended up having breakfast elsewhere even though my booking included breakfasts. My company travel agent provider submitted my complaint with photos, but was met with no effort of any form of reimbursement or compensation at all. Hence why I am posting a review here along with photos. Rooms were nice enough, but the Novotel across the street isn't much more expensive and I found it leagues ahead of this place.