1 Salisbury Rd, Castle Hill, The Hills Shire, New South Wales 2154 Australia
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About
Location
4.2
Cleanliness
4.6
Service
4.4
Value
4.3
Grand Mercure The Hills Lodge is an elegant Tudor style building set in beautifully landscaped gardens, just 30 minutes drive from the centre of Sydney. Conveniently located opposite Norwest Business Park, the hotel features 97 rooms, restaurant, bar, heated swimming pool, day spa and 4 function rooms for up to 200 delegates.
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Property amenities
Free parking
Wifi
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Babysitting
Airport transportation
Business Center with Internet Access
Parking
Paid wifi
Outdoor pool
Heated pool
Restaurant
Breakfast buffet
Complimentary Instant Coffee
Conference facilities
Banquet room
Meeting rooms
Newspaper
Non-smoking hotel
Dry cleaning
Laundry service
Self-serve laundry
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Room features
Air conditioning
Fireplace
Housekeeping
Room service
Safe
Minibar
Refrigerator
Flatscreen TV
Iron
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Room types
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
Hotel links
Location
Full view
51Somewhat walkable
Grade: 51 out of 100
57Restaurantswithin 0.75 miles
9Attractionswithin 0.75 miles
Contact
1 Salisbury Rd, Castle Hill, The Hills Shire, New South Wales 2154 Australia
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620Reviews3Q+A65Room tips
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I am a very regular patron at The Hills Lodge for many years now. In fact, I stay there so frequent, you could say it’s my second home. I live in Port Macquarie however I have a well established business in Sydney with a office located at Bella Vista. I travel down to Sydney at least every second week and in some cases every week. Being such a regular traveller to Sydney it is very important for me to stay somewhere I feel comfortable, looked after and at home. I want to express that the staff at The Hills lodge have made me feel all these things and more as they are always very friendly accommodating and helpful. There is one staff member however I feel stands above the rest, and is one of the main reasons I continue to return and stay at The Hills lodge. That person is the Facilities Manager Chris Davis. I have stayed in basically every luxury hotel in Sydney and I cannot say I have experienced the same level of service that I get from Chris. Chris has always made it his goal to ensure, I as the customer is completely satisfied with such attention to detail. Chris has made it is job to know exactly what I need to make me feel at home for example which room types I like or what type of pillows I like. Chris knows I like the fan in my room, he knows I like bottled water in my room for when I go to the gym. All this is prepared in my room before I arrive without me even asking. I have always felt well looked after and accommodated which gives me such relief when I stay. These little things and attention to detail make my constant travelling away from home much more pleasurable and the reason I continue to stay at The Hills Lodge.…
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Date of stay: May 2022Trip type: Traveled
Helpful
Jacqueline from the restaurant is an asset. All staff were friendly and reliable, only negative is that there was a shortage of staff of an evening and for breakfast. We watched people enter and leave as they weren’t acknowledged by staff who were busy either getting orders or making coffee. There should be 1 person to meet, greet and sit while others are addressing customer needs. The wait for simple things sometimes was lengthy. At times we saw other tables insist on their orders coming out quickly as they were in a hurry and yet we waited over 45m for our order placed before them (& we were also on a time limit). The continental breakfast is not communicated (we had a full breakfast and didn’t realise we could access this table). Overall staff were great, but you really need an extra person morning and night.…
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Date of stay: January 2022Trip type: Traveled
Helpful
25 December 11:50pm I arrived at Hills Lodge after my husband had booked me in online. I requested an upgrade for my room which I mentioned I was willing and able to pay for but was informed I was in the last room available for the night a queen standard. This was a 15+ minutes conversation which matters because I had informed the front desk team I had just been discharged for severely swollen legs and high blood pressure needed to rest immediately. A lovely porter assisted me with my bags and acknowledged my interaction with front desk had been challenging and difficult to understand. When we arrived at the room the bed was not made the sheets were sloppy tucked under the pillows and the sheets werehanging out of the sides and there was a big dip in the middle like someone had been sitting there , I was SHOCKED I told the porter who tried to convince me the bed was made and it had just been made in a rush. I refused to settle in as I could tell it was an unmade bed , I then saw a bin with RUBBISH in it, 2 Pepsi cans, KFC packets and showed him, he checked the bathroom and saw towels on the rack and open soap at the sink. He apologised and told me he’d call reception to organise another room. He tried to convince me this was unusual for the hotel. I was still aghast as the cost did not correlate with this tardiness. The front desk then organised another room for me down the hall “an upgrade” they said. It was a suite with a separate lounge - however to my surprise I had been told there was no more rooms available when I checked in 30mins before and there’s no way they would have prepared a room in 20mins. The room was presentable but the curtain had a big red stain on it (forgot to take a picture) and the carpet dusty and old. I told my husband of my experience but because it was 1am on Boxing Day and the state of my body I had nowhere else to go. I stayed there till the morning and left early for personal reasons and thankful I did not have to stay another moment there. A few days later I called the hotel and told them my ordeal - the manager was polite but I was disappointed in how he kept trying to excuse the front desk’s behaviour. He told me how another guest had given the front desk guy a glowing review. I was not rude when I called him but just factual and encouraged him to make improvements for his team and in how they receive guests. His comments made me wonder why would the front desk treat me like that. I was unwell, with a baby in hospital and a husband away. Did I not deserve compassion and good customer service. It made me wonder was it the colour of my skin? I’ll never know but one thing I know is to encourage you to speak out if something looks wrong! You’re paying for this service and if you’re going to stay at Hills Lodge - good luck. I would not personally use my hard earned dollars to stay there. Very disappointed customer. Hills Lodge - excellence matters not sure how you got 4 stars but please DO BETTER!…
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Date of stay: December 2021Trip type: Traveled
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Jan 3, 2022
Dear cmF9873, Thank you for your online review and your time on the phone last week. I'll again extend my apologies and regret for the experience you endured. As mentioned over the phone, I believe this to be an isolated incident that the team and I can learn from in an effort to be more understanding and offer a better service. Particularly, to those in vulnerable situations. As I also stated during our conversation, I'd love to welcome you back at some point to give you an example of the service your fellow reviewers would attest to. Thank you again for your feedback and I wish you and your young family all the very best for the future. Kind regards, Mitch George General Manager
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Loved everything about our stay here. Our room was comfortable and quiet and the amenities good. It is great having access to room service and a bar menu as well as a restaurant. Very handy location for visiting our family in Baulkham Hills. And close to the Home Centre for shopping.
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Date of stay: December 2021Trip type: Traveled
Room Tip: Would suggest pre booking breakfast at busy times if you want to dine in the restaurant
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Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Jan 3, 2022
Dear myweematecharlie, Thanks so much for the review! We hope to see you again soon, Kind regards, Mitch George General Manager
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We recently stayed at the Grand Mercure. What a great place. All the staff were very friendly and helpful. In my opinion going out of there way to help us. Restaurant very good too. We'll be back there soon.
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Review collected in partnership with Accorhotels.com
Date of stay: November 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Jan 3, 2022
Thanks so much KenCouchman! See you again soon at The Lodge. Kind regards, Mitch George General Manager
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Nice place, Friendly and clean. BUT …… restaurant service is poor! They need more staff to cater for guests and provide a timely service. Conveniently located. Good parking. Just add more staff guys and you have a great place!
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Date of stay: May 2021Trip type: Traveled
Cleanliness
Service
Sleep Quality
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Oct 28, 2021
Dear troy007200, Thanks for sharing your feedback. I'm sorry to read that your experienced differed to what most of our guests enjoy. We hope to see you again in the future. Regards, Mitch George General Manager
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Great place. Very clean with all the staff doing everything they could to make our stay a good one. Every time we had a question, we were put in touch with the correct person to solve our problem - Not that there were many. Will definitely be back.
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Review collected in partnership with Accorhotels.com
Date of stay: February 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Oct 28, 2021
Thanks for sharing your experience KenCouchman We hope to see you again soon.
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As usual, I received warm hospitality during my stay this time. I have stayed in this hotel for over 13 years & I have never been disappointed. Their free shuttle bus service to my office is also a big plus.
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Review collected in partnership with Accorhotels.com
Date of stay: February 2021Trip type: Traveled
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Oct 28, 2021
Wow 13 years! Thanks so much for your loyalty chion_leung. No doubt we'll be seeing you again soon!
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The room is comfortable there was no water on arrival, good location. The restaurant was not open but easy to call for delivery, close to everything, close to activities for kids. Bed comfortable we had a very comfortable night.
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Review collected in partnership with Accorhotels.com
Date of stay: January 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
1 Helpful vote
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Oct 28, 2021
Thanks for your feedback succyone. We hope to see you again in the near future.
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I stay at The Hills Lodge when needing to attend medical appointments at Chatswood. On my last visit, I asked staff if they could call a cab for me to the local metro station. Instead, they offered the Lodge's shuttle bus which was ideal. On the return trip I phoned for pickup and was most impressed and surprised to find the bus arrive with the GM in the driver's seat. Now that is how to lead a good team, and impress the customers ... stepping in to fill a need. I will be back ... for the beer battered chips, as well as for the service! :)
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Date of stay: January 2021
Location
Cleanliness
Service
Helpful
Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded Oct 28, 2021
Thank you for the glowing review ramblingrose603. We look forward to welcoming you back soon.
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PRICE RANGE
$117 - $159 (Based on Average Rates for a Standard Room)
LOCATION
AustraliaNew South WalesGreater SydneyThe Hills ShireCastle Hill
NUMBER OF ROOMS
97
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Claim Your Listing Frequently Asked Questions about Grand Mercure The Hills Lodge
Which popular attractions are close to Grand Mercure The Hills Lodge?
Nearby attractions include Hillsong Church (0.7 miles), Museums Discovery Centre (0.4 miles), and Twentytwo Cafe Bar & Grill (0.4 miles).
What are some of the property amenities at Grand Mercure The Hills Lodge?
Some of the more popular amenities offered include a pool, an on-site restaurant, and a lounge.
Which room amenities are available at Grand Mercure The Hills Lodge?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Grand Mercure The Hills Lodge?
Guests can enjoy an on-site restaurant, a lounge, and free instant coffee during their stay.
Is parking available at Grand Mercure The Hills Lodge?
Yes, free parking is available to guests.
What are some restaurants close to Grand Mercure The Hills Lodge?
Conveniently located restaurants include Trevi Lakeside, Il Lago, and Quoi Dining.
Are there opportunities to exercise at Grand Mercure The Hills Lodge?
Yes, guests have access to a pool and a fitness center during their stay.
Does Grand Mercure The Hills Lodge have airport transportation?
Yes, Grand Mercure The Hills Lodge offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Grand Mercure The Hills Lodge?
Yes, dry cleaning and laundry service are offered to guests.
Does Grand Mercure The Hills Lodge offer any business services?
Yes, it conveniently offers a business center, meeting rooms, and a banquet room.
Are there any historical sites close to Grand Mercure The Hills Lodge?
Many travelers enjoy visiting Sydney Hills Visitor Interpretation Centre (4.8 miles).