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“Great located in the heart of Melbourne!” 4 of 5 stars
Review of The Swanston Hotel, Grand Mercure

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The Swanston Hotel, Grand Mercure
4.0 of 5 Hotel   |   195 Swanston St., Melbourne, Victoria 3000, Australia (Formerly Mercure Grand Hotel on Swanston)   |  
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Hotel amenities
Ranked #75 of 158 Hotels in Melbourne
Oslo, Norway
Level Contributor
355 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 268 helpful votes
“Great located in the heart of Melbourne!”
4 of 5 stars Reviewed December 22, 2013

Pros:
Great location in the middle of central Melbourne. Perfect for tourists. A short walk to most of Melbourne´s attractions.
Nice and clean room, with a great city view.
The staff was very helpful overall.
Wi-Fi available, and 30 minutes free of charge.

Cons:
The reception staff could have been more specific about taxi-transportation to the airport. The staff told us to wait for a taxi in the narrow entrance behind the checkin-desk. They could have directed us to the taxi place just a minute walk around the next corner instead of letting us wait there for some time..

  • Stayed December 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Erdi-GM, Manager at The Swanston Hotel, Grand Mercure, responded to this review, December 23, 2013
Dear FyFazan,

Thank you for your lengthy review. Glad to hear that you enjoyed most aspects of your stay with us. I will be sure to pass on your feedback to our Front Office Manager to ensure the incident remains isolated.

WE hope you come back to see us again when you next return to Australia.

Kind regards, Alex Mihardja, Operational Project Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,929 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (194)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Korean first
  • Portuguese first
  • Russian first
  • Thai first
  • Any
English first
Albury, Australia
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed December 21, 2013

Great location, great room and amenities, great service, we will be back. Our kids loved the indoor pool on what was a cool couple of days in Melbourne where an outdoor pool would have been out of the question. Thanks

  • Stayed December 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Erdi-GM, Manager at The Swanston Hotel, Grand Mercure, responded to this review, December 23, 2013
Dear Peter B,

Thank you for your feedback & indeed the relaxation pool is perfect to entertain kids especially on some days where the weather was a little temperamental. We look forward to welcoming your family back to the hotel.

Kind regards, Alex Mihardja, Operational Project Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Level Contributor
56 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
4 of 5 stars Reviewed December 20, 2013

I stayed here for 5 nights. Here are the pros and cons of this hotel:

Pros
- Excellent location, almost right in the middle of downtown; easy walking to shops, restaurants, galleries, etc. It is also about 10 minutes walk to the Federation Square, Flinders Station, National Gallery of Victoria, etc. It is also a short-walk to the free tram ride station.
- Good place to stay for first-timers.
- The room is huge and clean, as is the toilet.
- The usual amenities like kettle, iron and board, refrigerator, etc are provided.
- There is a mini-mart just across the hotel, if you need to buy drinks, water, munchies.
- You can eat in the restaurants in the hotel, if not, just step out and there are loads of restaurants.

Now the cons
- Wi-fi is NOT free, not even in the hotel lobby. The charge is $15-25 per day, depending on the speed you choose. But fortunately, many places in Melbourne provide complimentary wi-fi such as galleries, museums, restaurants (even fast-food restaurants), if you don't feel like paying for it.
- The wall in-between room is not very sound-proof. I could hear a baby crying one of the nights.
- Breakfast, while adequte, gets boring after awhile. I had breakfast there for 5 days and was served bacon daily (they could have at least alternated with ham or sausages). The rest of the food - bread, toast, porridge, miso soup, cereals, hash brown, fruits - are almost the same every day. But at least you can order fried eggs (eg sunny-side up) but no omelette.

All in, if you are here to catch the beat of the city, be near restaurants and shops, this is the place. Most of the places of interest within central Melbourne can be reached by walking. We walked to the Crown casino, Lygon Street restaurants, Victoria Market, etc and it was great fun to catch the city this way.

  • Stayed December 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Erdi-GM, Manager at The Swanston Hotel, Grand Mercure, responded to this review, December 23, 2013
Dear Ricky_SG,

Thank you for your lengthy review.

We look forward forward to welcoming you back in the near future.

Kind regards,Alex Mihardja, Operational Project Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 stars Reviewed December 18, 2013

As a long time Accor member I thought I did pretty well getting the deal I did for 10 nights stay in the heart of Melbourne.
First problem if you're driving in,is its VERY tricky to find the actual drive up entrance,and major road blocks to the place didn't help.
Would have been nice of both Accor and the Mercure to maybe let people know before arrival that works are going on.
Check in was fine enough,with attentive staff happy to do their jobs.
The room that I viewed on the web how ever must have had at least a few hours of Photoshop touch up,as it looked absolutely terrible compared to the pics.
In fact that entire one side of the hotel is more what I would describe as an itchy back packer stay.
As soon as you walk in the lift you know you've been mislead.
The hall ways a very narrow and covered in marks and the overall look,feel and general hygiene is terrible.
So it was straight back down to reception and ask why it doesn't look like the pictures??
The guy at reception was very sympathetic and understanding.
Long story short,I ended up $1000 out of pocket for an upgrade to what seemed like an entirely different hotel on the other side of the reception area.
Room was clean and what you would expect for a mid range hotel.
Please bear in mind you will have to pay a flat fee of $35 per night for valet parking.
To sum up - It's a great system to run one side of the hotel as run down with obvious issues,whilst having the other side as the well kept and hygienic side.
I'd say on average about 60% of new customers would upgrade,depending on what level of quality they're willing to put up with.
It's an O.K stay for a few days if on business or shopping mayhem.

  • Stayed December 2013
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Erdi-GM, Manager at The Swanston Hotel, Grand Mercure, responded to this review, December 22, 2013
Dear Vance2103,

Thank you for your lengthy review. I am very sorry to hear that the room you were allocated was unsuitable. With 330 rooms in the hotel, obviously there are a wide variety of rooms and certainly much better rooms available so I can understand your disappointment as a long-term ACCOR member. Valet parking fee of $35.00 is certainly within standard of CBD Hotels, with some charging as much as $45.00 per 24 hours.

Once again thank you for your review and I hope that we can look forward to welcome you back in the future.

Kind regards, Alex Mihardja, Operational Project Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Worth, Texas
Level Contributor
60 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 stars Reviewed December 18, 2013

We stayed at the Swanston for three days in early December 2013. To be very honest it wasn't my idea of a four star hotel --- however, I have a better understanding of European hotels now and they are not like the grand hotels we have come to know in the US. (small bathrooms and small beds)
That being said, our room was clean and comfortable, but the staff service was lacking, we asked several times to have our ac looked at - it was never resolved.
***BEST PART***: This hotel is in the heart of Melbourne. We didn't get a cab one time. We walked to Chinatown and the Greek and Italian neighborhoods for amazing food. We walked to the tourism center for or tour pick ups. EVERYTHING we wanted to do was walkable from the Swanston which is really what you want in a hotel.
Our package included the buffet breakfast which we thought was a good value too.

Room Tip: Our room was hot and we couldn't keep the window open because we were looking right into another...
See more room tips
  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Erdi-GM, Manager at The Swanston Hotel, Grand Mercure, responded to this review, December 22, 2013
Dear Katy A,

Always happy to receive comments from a Senior Contributor.

The location of the hotel would have been one of the greatest advantages of your stay. As you mentioned you are in the centre of the city with all tourist attractions and shopping at your doorstep. We hope you come back to see us when you next return to Austrlia.

Kind regards, Alex Mihardja, Operational Project Manager, The Swanston Hotel, Grand Mercure
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Swanston Hotel, Grand Mercure

Address: 195 Swanston St., Melbourne, Victoria 3000, Australia (Formerly Mercure Grand Hotel on Swanston)
Phone Number:
Location: Australia > Victoria > Melbourne
Amenities:
Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#49 Family Hotel in Melbourne
#68 Luxury Hotel in Melbourne
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Swanston Hotel, Grand Mercure 4*
Number of rooms: 200
Official Description (provided by the hotel):
Grand Mercure Hotel Swanston is in the heart of the city, close to restaurants, theatres, nightlife and Melbournes best shopping. The hotel features 200 spacious, well appointed rooms and a restaurant on the 15th floor which overlooks the city centre. ... more   less 
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Also Known As:
The Swanston Hotel, Grand Mercure Hotel Melbourne
The Swanston Hotel Grand Accor

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