Mercure Townsville

Breakfast was a highlight, with lots of tasty choices at a reasonable price. I also appreciated that the staff moved us to another room after I raised the problems. It matched the photos online and was much more comfortable for our family. We had driven for about nine hours and arrived at 6 pm. After dinner, we tried to sleep but couldn’t, so at 9:40 pm I went to reception to ask for a room change. Staff moved us around 10 pm. I’m grateful they responded, though the start of our stay was frustrating. I hope the hotel takes this feedback seriously, and I’ll send this post to ACCOR group headquarters too. I’m an Accor member and have stayed at many of its properties in Australia and overseas, but this was one of the poorest experiences my family and I have had. I booked 21 days in advance for myself, my wife, and my daughter, choosing a room advertised with one queen bed and one single bed. The room we were first given looked very different from the online description. It was cramped and uncomfortable for three people. There was an internal connecting door to the next room, and the guests there were very noisy. Children made loud sounds, devices played for long stretches, and conversations carried on constantly. With such poor soundproofing, it felt as if they were in our room, and we struggled to sleep. The amenities also fell short. The fridge had only a small milk pouch, with no bottled water, welcome snacks, or water jug. Tea and coffee were scarce, with just one teaspoon and a few coffee and sweetener sachets, but no regular sugar or biscuits. We had to buy drinking water ourselves. The shower had mould, toothpaste wasn’t provided, and there was no hand wash in the bathroom. As shown in the photos, there was body lotion, shampoo, conditioner, and body wash. The safe was locked and unusable until staff reset it. For three people, there was just one chair, no bedside table, and a small, unstable table. The room’s condition and presentation didn’t meet the standard I expect from the Accor brand, and as a loyal member I felt disappointed and undervalued. I appreciate the staff’s effort to resolve the issue, and hope the hotel can be more consistent.

I’ve stayed here twice, in 2024 and again now, and the staff have been so kind, friendly, and helpful. They really stand out compared with many people I’ve encountered elsewhere. I felt like royalty. Thank you all so very much! I’m here on holiday, while plenty of corporate events are happening too, and everything seems impeccably organized. One morning I was late for breakfast, but there was still lots out: cooked food, fresh fruit, yoghurt, pastries, all of it. I enjoyed the wide selection. When I went back for another coffee, breakfast had ended 20 minutes earlier and the coffee machine was being cleaned. I returned to my table, and a few moments later a team member offered me a choice of barista coffees from the main bar. I was thrilled and completely surprised. It’s a marvellous hotel for families, couples, and fun or corporate events.

The rooms are spacious and seem to have been renovated recently. The air conditioning is modern and quiet, and we had a nice view of the lake. The shower pressure was great, and both dinner and breakfast were good. Some parts of the resort feel a little dated, but it’s very well maintained. The staff were professional and friendly, and free parking was a nice bonus. Very good value for money.

General service was excellent, and I had an incredible three-night stay. Each day brought a different cockroach in the bathroom, so I was never left alone. The hotel seems committed to urban biodiversity, with the cleaning staff showing a sacred respect for life by leaving my six-legged little friends free to roam. A real five-star safari for anyone after an all-natural, unfiltered experience.