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“Excellent Service”

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The Swanston Hotel, Grand Mercure
Ranked #83 of 159 Hotels in Melbourne
Adelaide, Australia
Level Contributor
23 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Excellent Service”
Reviewed December 13, 2013

Everything you would expect from a hotel of this caliber. The service is fantastic, from the front desk through to the work experience girl Tamara in the breakfast restaurant. Comfortable and very spacious rooms.

  • Stayed December 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank Sarah B
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 15, 2013
Dear Sarah B,

Thanks for the great feedback. Always happy to receive such feedback from Senior Reviewers. We look forward to seeing you back in the near future.

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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2,485 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (291)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Portuguese first
  • Russian first
  • Spanish first
  • Thai first
  • Any
English first
Seattle, WA
Level Contributor
18 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed December 12, 2013

The Swanston was well-located but that was about it. The rooms were small and linens definitely in need of replacement. With all the modern buildings in Melbourne the Swanston was a disappointment. Breakfast was a buffet with typical offerings.

  • Stayed November 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BevSeattle
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 15, 2013
Dear BevSeattle,

Thank you for your reviews.

I shall pass on your feedback regarding the linens to our supplier.

Thank you and we hope we can look forward to welcoming you back in the future.

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.
Southampton, United Kingdom
Level Contributor
85 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed December 11, 2013

This hotel is situated right in the middle of Melbourne CBD, very close to Chinatown. The rooms I thought were very dated, and looked worn. I stayed here for a couple nights before driving the GOR, and then comnig back to the Langham just over the river. What a difference there is between the two hotels in terms of quality...
As the Swanston is in the middle of CBD, the room was noisy from people enjoying themselves outside.
I just thought this hotel was average...

  • Stayed November 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dave9960
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 15, 2013
Dear Dave9960,

Thank you for your feedback.

The Langham & The Swanston Hotel are totally 2 different hotelsin terms of star rating, prices and location.

Thank you & 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.
Torquay, Australia
2 reviews
Reviewed December 10, 2013

Very handy to all shopping in central Melbourne, ease of access and valet parking was very handy. Rooms are a little dated but clean and the breakfast was what you would hope for. The staff were very friendly and courteous.

  • Stayed December 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank Ian M
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 15, 2013
Dear Ian M,

Thank you for your great feedback. We're pleased to hear that your stay with us was satisfactory. WE hope you come back to stay with us again when you next return to Melbourne.

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.
Wollongong, Australia
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed December 9, 2013

Location was good but the hotel needs a total refurb. Rooms were small, beds and pillows were terrible - as was the bathroom. There are hardly any power points and there is also a mirror shortage. Definitley not up to my standard and I wouldn't stay there again however the service was very good and the people were friendly.

  • Stayed December 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank weniiz
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 15, 2013
Dear Weniiz,

Thank you for your review. I am saddened to hear about your experience and that the hotel is not up to your standard.

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.
Canberra
1 review
Reviewed December 9, 2013

Room allocation, reception and room service attitude was quite inappropriate. I believe our organisation paid quite a lot of money to secure my stay. Said that, room service and housekeeping was excellent.

  • Stayed December 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank maverickk79
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 15, 2013
Dear Maverrick79

Thank you very much for your feedback & saddened to hear about your-not-so-positive experience relating to the room allocation, reception & room service.

I would certainly love to have the opportunity to look into your concerns & if you wish to pursue this matter further, please feel free to email me directly on H3028-GM02@accor.com.

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

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

Property: The Swanston Hotel, Grand Mercure
Address: 195 Swanston St, Melbourne, Victoria 3000, Australia (Formerly Mercure Grand Hotel on Swanston)
Location: Australia > Victoria > Melbourne > Central Business District
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#50 Family Hotel in Melbourne
#67 Romantic Hotel in Melbourne
#69 Business Hotel in Melbourne
#75 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):
The Swanston Hotel, Grand Mercure is a 4.5-star hotel positioned in an unrivalled location in the very heart of Melbourne's CBD and city, surrounded by the city's most popular business and shopping precincts, theatres, galleries, bars and restaurants. With shopping meccas like Bourke Street Mall, Emporium Melbourne and H&M right on your doorstep, other attractions like Federation Square, Southbank, Her Majesty's and Regent Theatres, Queen Victoria Markets and Melbourne Central Shopping Complex are just a short stroll away. In addition, with a tram stop conveniently located at the front entrance - a quick tram ride will take you to all major sporting venues including the MCG and Etihad Stadium plus the city's cosmopolitan shopping and entertainment hotspots such as St Kilda, Chapel Street, Bridge Road and Brunswick Street. The Swanston Hotel, Grand Mercure is Melbourne's most centrally located hotel. ... 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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