Mercure Melbourne Caroline Springs

We really enjoyed walking around the lake, and there’s a shopping centre close by too. Breakfast and the bistro were good, with tasty food, and the rooms were clean with lovely lake views from the balconies. The indoor pool and gym are there as well. Free parking was easy to find and use, and the pillow selection was a nice touch. The mattress felt a bit firm for me. Bathroom lights can shine through into the bedroom, which could wake someone else. The lift up to the apartments is a little old, though it didn’t bother us.

The bistro food was tasty, and the kitchen staff deserve credit for that. Breakfast orders weren’t always consistent, though, and getting our included breakfast sorted on the first day took a trip to reception after a staff member made it unnecessarily difficult. Housekeeping did a fantastic job keeping our room spotless, and the rooms were comfortable. Parking was easy and the location convenient, which helped make the stay worthwhile. Service elsewhere was a real letdown. Staff often seemed not to notice guests unless they called out. The young bistro staff seemed short on basic customer service experience and flexibility with simple decisions. The young Asian lady making coffee stayed so focused on preparing it that she didn’t acknowledge people waiting. A quick word to say someone would be with us would have helped. There was also confusion over Accor member benefits. One staff member would confirm or accept something, then another would question it later. More consistent training and attentiveness could make a real difference to the guest experience.

We left at 10 pm with our four-year-old toddler asleep, because the situation had become so unpleasant that we felt we had no choice. No family should feel forced to leave a hotel late at night because of the way they’re treated. We felt singled out and unwelcome by most of the management staff. Straightforward requests got attitude, and we were spoken to dismissively and disrespectfully. One male duty manager working Saturday night, 7th Feb 26, came across to us as rude and arrogant, with little understanding of customer service or problem solving. He didn’t seem to care about us as guests. I feel he could have explained a simple issue professionally and resolved it. Staff would benefit from training in problem solving, professionalism, and treating customers respectfully. I don’t usually jump to conclusions, but the way we were treated felt discriminatory and seriously affected our stay. Guests should feel respected and safe, and we didn’t. For the price and the Mercure name, this was completely unacceptable. I wouldn’t recommend staying here unless staff receive proper training in respectful, inclusive service and basic standards improve.

The hotel is an easy 20-25 mins from Melbourne airport, so it made a welcome stop before my long drive home. I’d driven 3.5 hours to the airport to see my son and family fly back to London. It’s in a quiet spot by a man made lake, near a comprehensive shopping centre. There are several places to eat at the hotel. I had a light evening meal and an a la carte breakfast at Miss Caroline Bar and Cafe. Both were tasty, served quickly, and the staff were friendly and efficient. There’s also an indoor swimming pool. Reception staff greeted me warmly and were helpful. The hotel and my spacious, comfortable room were clean and well cared for.