We had the misfortune of choosing this hotel to stay in over Easter weekend. My husband is a Platinum member of Accor and we had some points to use up so we chose Accor Group. The choice was between the Mercure and the Novotel out by the racecourse - how I wish we chose the latter!
The lifts are in poor condition and decrepit. The floors and sides are chipped and broken, and the joinery in some places has large pieces missing. The door mechanisms are worrisome - tending to slam shut or not open at all without pushing the open door button. One lift was out of order for 4 days.
Paintwork everywhere is chipped and covered with scuffmarks and fingerprints and every crevice is covered with dust, and carpets are worn and almost threadbare.
Rooms in general (we stayed in 3!) were shabby, hot, and tired, with no WiFi, no room safe, only one pillow each, old air conditioners barely functioning. The sofa beds are saggy and have extremely thin mattresses. The window seals were old and had perished. Mattresses on the beds are very old and saggy. You can feel the springs in them.
There is no WiFi in the rooms. You are able to connect to WiFi for a paltry 30 mins/ 8MB per day if you crowd with every other guest on the small sofas in the corner of the lobby.
Of the three rooms we stayed in, all had showers that cannot be adjusted, stained grout and air vents clogged with thick dust.
912, our first room (standard with 2 queen beds), was gloomy and hot. The ancient air conditioner struggled to create any air movement. We were able to open the very dirty windows to let in a bit of air.
The joinery around the bathroom door was broken in places, and had not been replaced. The fire evacuation plan was stuck to the door with duct tape.
We considered cancelling the rest of our stay, but were offered a complimentary upgrade to a “suite”. When we looked at the room, in terms of size and atmosphere it seemed a lot better than 912 so we agreed to continue our stay in this room (1213), even though it meant our kids would now be on a sofa bed instead of a proper bed.
When we turned on the air conditioner in the bedroom the unit made an extremely loud knocking mechanical sound and shook as if it was going to shake loose – it continued to do this sporadically during our brief stay in this room. It was also noisy and hot in both rooms.
However all this paled into comparison when we found bedbugs in our bed at 1am. The bed was crawling with them. Having alerted the duty manager, we were moved straight away to the only available room left in the hotel. (617), leaving our belongings and clothing behind in the room to be dry cleaned and fumigated.
On to Room 617, it is close to the elevators so you can hear them going up and down and the doors banging shut all through the night. The shower tap was broken. It is on a noisy street and was very noisy at night; we had to sleep with the windows open to compensate for the erratic air conditioning. The sofa bed was so uncomfortable we had to put the mattress on the floor so our kids could sleep.
The breakfast is overpriced and mediocre: $29 for the continental breakfast (fruit, cereals and toast) and $33 for the cooked breakfast. There were no savoury condiments so if you don’t like sweet jams on your toast you are stuck with plain butter. The fruit selection was disappointing. There were 6 fruits on offer, 3 fresh – pineapple, oranges and watermelon, the other 3 tinned, which I found unacceptable given the price of the meal.
The hot food was average. Bacon was very salty, the sausages, 3 kinds, were processed and indistinguishable as to what meat they were.
Glasses were clouded with greasy fingerprints every day. I’m not sure if this was because they had not been polished, or from guests reaching up and touching more than one glass, but it was like this every day.
The view, which seems to be a selling point, is of all the other tall buildings around the area and the city streets – hardly spectacular.
We did not encounter rude or unhelpful staff, as other reviewers have. The staff were friendly and helpful, as much as they could be. The Duty Managers were apologetic and embarrassed about the bed bugs and dealt with things as promptly as possible (pest control, dry cleaning all our clothes and fumigating our other belongings and luggage, within 12 hours).
The valet parking is shambolic. $40 per day to have your car parked who knows where. You have to call down in advance to give them time to retrieve your car. All the parking in the area is $40 per day, so you’re better off parking over night for $8 at the Maritime Museum in Viaduct Harbour.
Having been contaminated with bed bugs, we did not feel it appropriate to switch hotels and take this problem elsewhere, so we felt stuck at the Mercure. It would have been nice to receive a fruit basket, or flowers, or a bottle of wine, or even a note of apology from the General Manager, considering the number of room changes and issues we had. It would have gone a considerable way to lightening our mood.
We were offered full comp for the first two nights, and complimentary breakfast and parking for the following two nights, but were obliged to pay for the room, at the original rate booked (more than $200++ per night).
I rated this as one of my worst hotel experiences in terms of quality, value for money, and discomfort. My husband said he’s had worse – a guest hostel on the Annapurna Circuit in the late 80s.
- Official Description (provided by the hotel):
- Overlooking the picturesque Waitemata Harbour in the heart of Auckland city and located adjacent to Britomart transport centre, the hotel is an easy walk to the waterfront and the best shopping, restaurant and nightlife districts in Auckland. Mercure Hotel Auckland has conference facilities for up to 300 delegates, the Vertigo Restaurant and Bar located on the top floor offering magnificent views of the city and harbour as well as a gym and valet parking. All rooms come with broadband Internet access. ... more less
- Reservation Options:
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- Also Known As:
- Mercure Auckland Hotel Auckland Central
- Accor Hotel Auckland
- Mercure Auckland New Zealand