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“Double Booked - Slept in the slums.” 1 of 5 bubbles
Review of Mercure Townsville

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Mercure Townsville
Ranked #10 of 42 Hotels in Townsville
GreenLeadersGold level
A TripAdvisor Member
“Double Booked - Slept in the slums.”
1 of 5 bubbles Reviewed June 18, 2011

We recently flew up from Sydney to stay at this Hotel for a Wedding. Upon arrival we were advised that our room had benn double booked (Computer Gliche??). We were put into a room that hasn't been used for a long time. Mainly because it has been stripped out & needs to be renovated. There was a bed made up only with a sheet. The bed was well past its use by date being badly torn & very sagged. There was no other furnishing, heater, TV, AC, Tea & Coffee facilities, chair, lounge, Iron etc. I presented at the front desk & had to ask for at least a blanket. Two blankets were given to me, both of wich were musty/dusty & stained. Truly disgusting, we had the worst night sleep.
We were given a couple of drinks & breaksfast as supposed compensation & a room upgrade the following day. It was to little to late, the whole experience really has soured our Top End experience. This chain really should refund our money. Absolutely Terrible.

  • Stayed June 2011, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureTownsville, Front Office Manager at Mercure Townsville, responded to this review, July 2, 2011
Dear Sir,

Thank you for taking the time to provide feedback on your recent stay with the Mercure Townsville. The situation we found ourselves in, being overbooked and not being able to accommodate you in the room requested, was very embarrassing to us as a hotel, and to me personally. The cause of this was partly a system error, and partly human error on the part of myself and my team. For this, please let me extend my sincerest apologies.

The room you were supplied with was certainly not our regular standard of room. Alternative accommodation was sought at other hotels in town, however, due to a number of events in Townsville that weekend, we were unable to find accommodation available for that night. This left us with the only option of accommodating you as we did. Please let me stress again that these rooms were De-commissioned a year ago, and this was our last resort in providing you with at least somewhere to rest for the night, rather than simply turn you away.

My understanding was that we had not charged you for your accommodation for this stay, however, following your feedback, I personally reviewed your account, and discovered that you had in fact pre-paid your accommodation. If you are able to provide me with your credit card details, I will ensure you receive a full refund for not only the night we were unable to accommodate you, but for your second night as well.

Again, my sincerest apologies, and I look forward to hearing from you

Kind Regards,

Graeme Cooper
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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833 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (97)
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English first
Melbourne, Australia
Level Contributor
69 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed June 9, 2011

This was my first time to Townsville, the location for this hotel was fantastic close to the airport and the center of town. It would be a great hotel to stay while on holiday, the bar and restaurant was great, breakfast was one of the better i have experienced. And if only i had packed my swim shorts, as the pool looked so inviting. Will be back.

  • Stayed June 2011, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Treelessgeorge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
2 of 5 bubbles Reviewed June 1, 2011

we were very upset to waste our free night on a room not suitabloe in the middle of someones wedding yes we were given another room but not till after 3 hours after we had arrived and we had already asked and been told no rooms so this was a lie we have stayed many times over the last 4 years and this really did put a bad taste in our mouths
Also our surname is Ferriman not missing as you have sent this and our confirmation to

  • Stayed May 2011, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Maffra, Australia
Level Contributor
4 reviews
3 hotel reviews
4 of 5 bubbles Reviewed May 31, 2011

The Mercure Townsville was well laid out and in an ideallic setting. Meals were reasonably priced and tasty and staff eager to help. The whole place was family friendly and I would recommend it for single business travellers or families travelling for leisure.

  • Stayed May 2011, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Brett M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Mercure Townsville

Property: Mercure Townsville
Address: 166 Woolcock Street, Townsville, Queensland 4812, Australia
Location: Australia > Queensland > Townsville
Amenities:
Business Center with Internet Access Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Townsville
#7 Luxury Hotel in Townsville
Price Range (Based on Average Rates): $
Hotel Class:4 star — Mercure Townsville 4*
Number of rooms: 162
Official Description (provided by the hotel):
Situated on 11 lush, resort-style acres just minutes from the centre of Townsville and only two kilometres from the airport, the Mercure Hotel Townsville offers a tranquil, relaxing choice for business and holiday travellers visiting this beautiful gateway to the Great Barrier Reef. From the moment you arrive, you will enjoy a destination like no other hotel in Townsville. The comfort of our accommodation, complemented by warm, personalised guest service, ensures a truly relaxing stay. ... more   less 
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Also Known As:
Mercure Townsville Hotel Townsville
Mercure Hotel Townsville
Accor Hotel Townsville

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