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“Very good customer service”

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Mercure Melbourne Treasury Gardens
Ranked #72 of 161 Hotels in Melbourne
Certificate of Excellence
Reviewed March 18, 2010

While this hotel and its rooms are a bit tired and the rooms are somewhat small and bathrooms even moreso, the service that we experienced on our stay was exceptional and this more than made up for it. We were originally checked in to a room (I think any room that end is a 3 will be like this) that was not only next to the lift well, but seemed to have the lift well as part of the room. Having stayed here before and getting the same room I rang and asked to be moved. The staff were excellent, they immediately did something for us and upgraded us to a room on the other side (garden view) of the hotel. From this first positive experience of their customer service everyone seemed to be very helpful will and able. Overall a better experience than we were expecting given the rooms and for anyone on a tight budget this hotel is excellently located (City Circle tram very close) and has excellent customer service.

  • Stayed: March 2010, traveled as a couple
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1  Thank Crui5erFJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded March 23, 2010

Dear Dat68s

Thank you for the positive comments about your recent visit to the Mercure and taking the time to share them on Tripadvisor.

We greatly value all feedback as it allows us to monitor and improve our services. It was especially pleasing to note that we were able to turn around a potential issue into a positive outcome with great service.

Dat68s thanks again, and we hope to welcome you back in the near future.

Yours Sincerely,

Phil O’Brien
General Manager
Mercure Melbourne Spring Street

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,686 - 1,692 of 1,815 reviews

Reviewed March 17, 2010

The location is excellent, if you have work to do in the city you do not need a car. The hotel itself was average. My room was not cleaned properly on check in and I had to ring reception and let them know. The bathroom had towels on the floor, old soap in bath area , rubbish in the bin etc. When housecleaning arrived I was informed that I should not have been given this room as it is used for some other purpose?? The housekeeper also advised that the sheets had to be changed so was not real happy about this, it was not a good start. The room was fine but nothing stood out for me here and I would have to say the same about the staff. I paid $99 it was a special deal and I guess for the city the price was good but I would not want to have paid the rack rate.

  • Stayed: January 2010, traveled on business
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Thank handyandy15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded March 23, 2010

Dear handyandy15

Thank you for your recent stay at the Mercure Melbourne Spring Street and posting your feedback on Tripadvisor.

We strive to ensure all customers have a great stay, and while it was pleasing to note that you enjoyed some aspects of your stay, I sincerely apologise that we let you down in other areas. It seems that we checked you into a room not yet serviced for a new customer, and this is certainly our usual standard.

I hope you allow us the opportunity to show true Mercure standards in the near future.


Kind regards

Phil O’Brien.
General Manager
Mercure Melbourne Spring Street

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 12, 2010

We booked a queen park view room for 5 nights, unfortunetly there was a mix up and we got a twin room (still with park view) but not very romantic... couldn't change it because the hotel was booked out.

The room was quite small and a bit stuffy. It smelt a bit stale and the small bathroom smelt funny too, i think the smell was coming from the toilet - it smelt like drain water. You could hear when rooms near you flushed there toitlet as well.
It had a nice big TV, daily maid service and good hotel bar downstairs. Staff were very friendly.

However we choose this hotel because it was cheap and in a good location we got a deal through another website. We did not want to pay for all the luxuries because we wern't planning on spending too much time in the room.

We were able to walk basically everywhere! Train station is nearby too.

If i went to Melbourne again I would try a different hotel.

  • Stayed: February 2010, traveled as a couple
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Thank A678G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded March 17, 2010

Dear HotelReview6

Thank you for taking the time to share your experience on Tripadvisor.

While I was delighted to read the positive feedback about our staff and the lobby bar, I sincerely apologise that we have let you down in regards to the room allocation and cleanliness. Most certainly we strive to exceed expectations in all areas and rest assured the issues you noted will be addressed.

Apologies again, and we hope to have the opportunity to welcome you back to the Mercure Melbourne Spring Street in the near future.

Kind regards

Phil O’Brien
General Manager

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Reviewed January 6, 2010

We really liked the Mercure Melbourne and later realized what a bargain it was at $159 AUD a night. The desk clerk gave us a free upgrade from the city view to the park view, and it was quite a beautiful spot. Clean, good bed, enough space for a little table and some chairs, and a fridge. Location not really central, but our main goal was to see the tennis center, and that's why we chose this hotel. Bathroom not as updated as the rest of the room, but quite functional.

Stayed: December 2009, traveled as a couple
Thank jeanfrombos2n
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded January 12, 2010

Dear Jeanfrombos2n,

Many thanks for choosing to stay at the Mercure Melbourne Spring Street and posting the positive comments regarding your stay on Tripadvisor.

We appreciate all feedback and take great pride when our guests have an experience such as yours.

We hope to have the opportunity to welcome you back to Melbourne and the Mercure in the future.



Kind regards

Phil O’Brien.
General Manager
Mercure Melbourne Spring Street

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2010

Went to Melbourne with a girlfriend for a shopping weekend. This hotel was in an excellent location easy walking distance to main shopping area and easy to get trams nearby.Hotel was nice and very clean. would stay here again.

  • Stayed: December 2009, traveled with friends
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Thank BJLL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded January 5, 2010

Dear BJLL

Thank you for booking the Mercure Melbourne Spring Street and updating Tripadvisor with feedback regarding your experience.

We strive to ensure all customers have a great stay at the hotel and it was certainly very pleasing to note your comments.

I hope to have the opportunity to welcome you back to the Mercure in the near future.


Kind regards

Phil O’Brien.
General Manager
Mercure Melbourne Spring Street

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 29, 2009

Booked a $99 mystery room on Wotif following a suggestion by another Tripadvisor member that the Mercure was the hotel in question. Travelled with my 8yo son.

Was extremely impressed with our room (11-14). I knew we would have a 'city' view but it was quite pretty at night given the room being on the top floor. It was very quiet though, no traffic/rubbish truck noises as experienced elsewhere. I imagine the 'garden' view would have been worth the extra $$$.

The reception staff were lovely, acknowledging us and remembering our holiday issues. Very helpful. Checkout was efficient, although it wasn't busy at 6am!

Due to our late arrival and rain on the second night we ordered room service twice. My son, a finicky eater, adored the kids spag bol (with a bit of an adult finish to it) At $10 it would quite easily serve a Mum (and it was delicious). The 2 adult meals were also of a very high standard and even the bowl of steamed vegies were delicious! It was delivered quickly too which, with a child, was very much appreciated.

Can't comment on breakfast but we did enjoy latte and milkshakes one rainy afternoon, overlooking the gardens.

The room was very 'now' in furnishings but yes, the bathroom was a little compact, but not really a huge problem ( I am not very tall) Great water pressure for our room!

Everything we could need was there, would definately stay there again (but wouldnt make a child walk from Southern Cross Railway Station again - it was a good 40 min walk). BUT the free Circle Line tram is just around the corner, and 2 blocks up is Parliament Station for trains.

Would definately stay there again......

  • Stayed: November 2009, traveled with family
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Thank KimandJames
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded December 2, 2009

Dear KimandJames.

Thank you for the positive comments about your recent stay at the Mercure and taking the time to express them on Tripadvisor.

We greatly value all feedback as it plays a key role in the assessment and ultimately the ongoing improvement of our services. It was especially pleasing to note that we were family friendly and able to assist you with making your room service meal an enjoyable experience.

KimandJames thanks again, and we hope to welcome you back in the near future.

Yours Sincerely,

Phil O’Brien
General Manager
Mercure Melbourne Spring Street

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 5, 2009

Ive stayed at this hotel a few times now and its ok for a business stay, but i would never stay here for leisure. For the $150ish price tag there are heaps better places in the city to stay.
Pros:
- good friendly staff
- rooms are clean but a little old
- great location for business
- beds pretty comfortable
- Restaurant good for dinner and open til 10pm

Cons
- rooms are very hot - no natural air flow in most room types. I would hate to stay in the room with someone else cos at night the rooms get so hot with just one person, you need to have the air con running all night
- the shower in the bathroom is absolutely ridiculously bad, No water pressure (unless you want to have a cold shower), forget about being able to fit under the showerhead if you are over 5 foot 8, and the width of the shower is laughable...... im not a large person but i basically touch the shower curtain on one side and the wall on the other when im in it.......
- The rooms are tiny
- Breakfast in the restuarant is pretty woeful

Basically its a very standard hotel that fills a need as a business hotel, but i would certainly not recommend it for leisure travellers.

  • Stayed: November 2009, traveled on business
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Thank NattersV
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NMGW, General Manager at Mercure Melbourne Treasury Gardens, responded to this reviewResponded November 18, 2009

Dear NattersV,

Thank you for your recent visit to the Mercure Melbourne and taking the time share your experience. We strive to ensure all customers have a wonderful time at the hotel, and while it was pleasing to note that you enjoyed many aspects of your stay, I sincerely apologise that we have let you down in other areas.

I was very concerned to read that your air conditioning was too warm, as this is something that should be repaired quickly by our duty technician. We have also found that our balcony rooms are very popular with our guests who greatly value fresh air.

I know also that our restaurant team will be disappointed that the breakfast was not up to standard as they usually take great pride in ensuring a fresh and delicious offering.

NattersV, apologies again for any inconvenience experienced. We hope to have the opportunity to welcome you back to the Mercure Melbourne.

Yours Sincerely,

Phil O’Brien
General Manager
Mercure Melbourne Spring Street

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 Mercure Melbourne Treasury Gardens

Address: 13 Spring St, Melbourne, Victoria 3000, Australia
Location: Australia > Victoria > Melbourne > Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Restaurant Room Service Suites
Hotel Style:
#61 Business Hotel in Melbourne
#65 Romantic Hotel in Melbourne
#67 Luxury Hotel in Melbourne
Price Range: $102 - $296 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Mercure Melbourne Treasury Gardens 4*
Number of rooms: 164
Official Description (provided by the hotel):
Mercure Melbourne Treasury Gardens is in the city centre, near State Parliament, and overlooks picturesque Treasury Gardens. The hotel features 164 rooms, Hop Sing Bar & Food, with an Asian inspired menu designed for sharing, plus conference facilities for up to 200 people. The many boutiques of Collins Street are close by and it is an easy walk to Federation Square, the Melbourne Cricket Ground, Rod Laver Arena, AAMI Park and Hisense Arena. The free city circle tram stops right at the front door. ... more   less 
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Also Known As:
Mercure Melbourne Treasury Gardens Hotel Melbourne
Accor Melbourne Spring Street

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