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“Extremely Disappointed”

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Mercure Resort Hunter Valley Gardens
Ranked #7 of 15 Hotels in Pokolbin
Reviewed January 3, 2013

My recent stay at the Mecure Resort Hunter Valley Gardens was an extremely disappointing experience to say the least.
Firstly I turned up to my room and found the beds in the room were separated to make 2 single beds not a king studio as according to my original booking.
We had two rooms booked as we were planning a relaxing couple of days away with friends but the rooms were on different blocks.
When we went to play tennis on the 2 courts on offer we had a hard time choosing which court was least dirty and suitable for playing on. There were fallen branches and debris all over the court which made our game a lot less enjoyable.
On our last night we were almost turned away from the only dining option in the hotel "Steakhouse Restaurant" at 8:30pm as they said the kitchen was closing. We had been informed by the front desk the restaurant closes at 9:30pm so you can understand why we were shocked to hear this. They reluctantly sat us for dinner and the food wasn't great, as the food was being served we started to wish we had been refused a table earlier!
The most disappointing part is that as an Accor Advantage Plus member I try to stay at Accor hotels as much as possible, this is definitely the worst experience so far. I can undertand the difficulty of running a hotel during peak season in a remote area but there is no excuse for bad service! This hotel needs to get it together or drop the Accor affiliation.
Bottom line only stay at this hotel if there are no other options in the surrounding area and you are really desparate.

  • Stayed: December 2012, traveled with friends
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2  Thank Helenk_au
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureMMT, Manager at Mercure Resort Hunter Valley Gardens, responded to this reviewResponded January 6, 2013

Please feel free to contact the hotel directly to discuss your stay - reservations @mercurehuntervalley.com.au.

Lauren Johns
Operations Manager
Mercure Resort Hunter Valley Gardens

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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589 - 595 of 897 reviews

Reviewed January 1, 2013

Stayed here for 2 nights recently. Pros: fabulous location, close to the gardens, village shopping and some wineries.
Cons: Screaming kids next door (why put couples next door to a family?? Really romantic), walls were paperthin, one down light was out in the bathroom and hence we practically showered in the dark. You'd think the cleaners would alert someone to fix it. We booked a half day bus winery tour through reception. We went to 3 wineries on the tour... one which was next door to the Mercure! We'd only just walked there a couple of hours ago. We felt like we wasted our money.

Room Tip: If you're on a romantic trip away, ask for a room away from families!
  • Stayed: December 2012, traveled as a couple
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1  Thank IntrepidTraveller35
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureMMT, Manager at Mercure Resort Hunter Valley Gardens, responded to this reviewResponded January 6, 2013

Please feel free to contact the hotel directly to discuss your stay - reservations @mercurehuntervalley.com.au.

Lauren Johns
Operations Manager
Mercure Resort Hunter Valley Gardens

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 31, 2012

  • Stayed: December 2012, traveled with family
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1  Thank nessbradford
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
MercureMMT, Manager at Mercure Resort Hunter Valley Gardens, responded to this reviewResponded January 6, 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed December 30, 2012

We stayed here after a terrible night at Harrigan's. For the same amount of money, we experienced quality customer service and friendly staff with excellent room facilities and surrounds. We really enjoyed our night here and would recommend it to anyone wanting to stay in the Hunter close to all the local facilities.
All the staff deserve thanks for their friendly and accommodating attitudes and personalities.
Our only negative is that we had dinner in the Steakhouse restaurant which unfortunately fell short of delivery in the fact that our order was forgotten and hence we waited an hour for the entree. But in saying that, the staff did their utmost to rectify the situation and were pleasant and apologetic the entire time and tried to ensure we were happy upon leaving.
Pool and surrounds of the hotel really nice and the room had a lovely atmosphere with a pretty courtyard and a lovely sunken bath with glass atrium.
Totally recommend this accommodation for service and quality.

  • Stayed: December 2012, traveled as a couple
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Thank lelahlurline
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 27, 2012

We stayed one night to visit the Christmas lights at Hunter Valley Gardens.
Our stay was terrific.
We had dinner and breakfast in the restaurant. The food was excellent.
Please make more high chairs available at breakfast. There was only 1, and no-one was available to clean it when it became free. Other families also needed high chairs. As a result we could not eat as a family but had to pass the baby (we would have got our pram, only a staff member has said they would get us a high chair which never eventuated).
We used the pool on both days and it was a perfect temperature.
The motel is within close proximity to the gardens and village shops.
Reception staff were also very helpful.
Overall, a terrific stay.

  • Stayed: December 2012, traveled with family
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Thank JosieLand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 24, 2012

  • Stayed: December 2012, traveled with family
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1  Thank willyjay
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed December 21, 2012

  • Stayed: December 2012, traveled as a couple
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Thank NisieA
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
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Additional Information about Mercure Resort Hunter Valley Gardens

Address: Cnr Broke & McDonalds Roads, Pokolbin, New South Wales 2320, Australia
Location: Australia > New South Wales > Greater Newcastle > Pokolbin
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Pokolbin
#3 Spa Hotel in Pokolbin
#6 Luxury Hotel in Pokolbin
Price Range: $119 - $338 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Mercure Resort Hunter Valley Gardens 4.5*
Number of rooms: 72
Reservation Options:
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Also Known As:
Mercure Resort Hunter Valley Gardens Hotel Pokolbin
Mercure Hotel Pokolbin
Mercure Resort Hunter Valley Gardens Greater Newcastle/Pokolbin

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