Mercure Melbourne Caroline Springs

We were treated in a way that left us feeling singled out, unwelcome, and disrespected. Even simple requests got an attitude. One male duty manager working on Saturday night, 7th Feb 26, came across to us as rude and arrogant, with little understanding of customer service or problem solving. I felt he wasn’t fit for hotel management, and that he could have communicated more professionally and resolved the simple issue. Most of the management staff made us uncomfortable. Staff would benefit from training in problem solving, professionalism, and respect toward customers. Things became so unpleasant that we felt forced to leave at 10 pm with our four-year-old toddler asleep. No family should have to leave a hotel late at night because of how they’re treated. I don’t usually jump to conclusions, but our treatment felt discriminatory and seriously affected our stay. A hotel should make every guest feel safe and respected, which wasn’t our experience. For the price and the Mercure name, this was unacceptable. Until respectful, inclusive customer service and basic standards improve, I wouldn’t recommend staying here.

The staff were lovely throughout, from reception to the people who brought room service. The pool and spa were great, with an amazing view, and so was our balcony. The location is good, right by a shopping centre area. The hotel was accommodating with free parking and even had a pillow menu, which made us giggle. 10/10 recommend.

I’ve stayed here several times. It’s comfortable and has the necessities, but it needs some upgrading and care. The bathroom lighting is very dim, and there are no smart TVs, so I couldn’t catch up on my shows. In room 206, our door shook badly whenever someone came in from the elevator or stairs to their room. Several times I thought someone was trying to get in. The main restaurant was closed, leaving very limited dinner choices. The on-site cafe had very little food selection, and the sports bar was very loud.

The lake walk was a nice way to spend time, and the hotel is handy for the nearby shopping centre. We had a clean room with a lovely lake view from the balcony, and both the bistro and breakfast areas served tasty food. The indoor pool and gym were useful, parking was free and easy to find, and we didn't mind that the apartment lift was a little dated. I also liked being able to choose from different pillows. The mattress was firmer than I prefer, though, and the frosted bathroom lights sometimes spilled into the bedroom and could wake someone.