We had a confirmed booking for a twin room in this hotel months ago and I stipulated at the time of booking that it must be a twin and not a double as we were two older women travelling together. When we arrived at the front desk we were informed that all the twin rooms were booked out and we would either have to share a bed or they could provide us with a rollout at no extra cost which we had to accept.
That night I sought legal advice and was told that the Mercure was legally obliged to provide us with the confirmed twin room. I also posted a report in trip advisor. The next morning, 22nd March, I spoke to the acting manager requesting a room change and I reminded him of his legal position. He was quite rude and said that we could do whatever we liked but he would not change the room or bedding configuration.
When we arrived back that night we had the same room but twin beds had appeared as had an apology note with a complimentary bottle of wine.
Apart from the rude Sunday manager the staff were extremely helpful. The room was spotlessly clean with clean towels daily. The bathroom could do with more racks to hang towels. There were plenty of electricity power points. The breakfasts were delicious with eggs cooked to order. Rooms have been tastefully decorated although very compact.
The Mercure is well located being a short stroll away from the Queen Victoria markets and it is on the edge of the free tram city service.
If room allocation problems can be rectified and the acting manager can learn to be civil to guests this will be a fine, well situated hotel.
- Official Description (provided by the hotel):
- Mercure Melbourne Therry Street features 74 fully refurbished non-smoking hotel rooms with kitchenettes. Our rooms start on the 9th floor and have amazing views of the Melbourne CBD and shopping district. Situated opposite the iconic Queen Victoria Markets and within an easy walk of Melbournes shopping & entertainment district, our guests will never be short of something to do or see. ... more less
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