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“Terrible Customer Service”

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Mercure Sydney International Airport
Ranked #2 of 2 Hotels in Wolli Creek
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2,002 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 (195)
Date | Rating
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English first
Brisbane, Australia
Level Contributor
45 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed December 10, 2013

Once again , I stayed at Carte Bienvenue rates ( I work in car rental ) - so our price was amazingly cheap by Sydney standards. Having stayed there aprox 30 years ago, I was impressed by the updated decor. Room & bedding were excellent & the double glazed windows kept the noise of the adjacent freeway & airport to a minimum. Only thing that we heard was the arrival of an A380 ( and we were happy to jump out of bed to see it land ). Bathroom was showing its age - but had been freshly repained with new tapware, toilet and vanity.
Breakfast was normal hotel buffet fare - once again fine for the price. My only hint is to use a cab to get to and from the airport if you have a group of people. This will work out much cheaper & convenient than the shuttle ( which is not operated by the hotel itself ).

  • Stayed December 2013, traveled with friends
    • Value
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Helpful?
Thank allie12345
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Incline Village, Nevada
Level Contributor
112 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed December 9, 2013

I stayed here one night before a flight back to the US. The hotel is very close to the airport. I took a taxi as when I finally found the shuttle bus stop (poorly signposted) there was no buses in sight and no indication of when one might arrive. A helpful young man (sitting on a trash bin) looked it up for me on his phone and said it would be at least 40 minutes so I walked all the way back to the taxi stand. However, the pleasant reception staff were welcoming and the foyer was clean and airy. My room (701) was clean and good sized as was the bathroom. THe shower was good with plenty of hot water and pressure. The lighting however was terrible. It was very difficult to put on makeup in the bathroom because the ceiling lights (only ones in there) were set too far back so that the mirror reflection was in shadow. The bed lamps were too low for reading and very dim. Also too dim were the desk lamp and the standard lamp. It's all very well being 'green' but one needs some light on the subject. I had both sets of curtains opened which helped during daylight. Good thing - the curtains drew completely across the window so no gap in the middle of at the ends! There was a large closet and a safe. WiFi was available on the 1st, 6th and 7th floors but I didn't use it so don't know the cost but one can obtain a prepaid card from the front desk. The mini bar didn't have much in it and the charge was AU$12 for a miniscule bottle of wine and $5 for a muesli bar. The tea and coffee tray with kettle was well stocked except no napkins so had to use tissues from the bathroom. The furniture in the room is 'minimal' style and not particularly comfortable, but the bed was very good. There's an outdoor pool which I didn't use, and parking has to be paid for. The air conditioner whistled now and then but not too bad. I didn't use the restaurant as I'd eaten on the plane. The bar is a bit dismal and the barman made one feel one was a nuisance for wanting something (evening of Dec. 3). The checkout clerk was very pleasant and helpful (forgot his name but it was the morning of Dec. 4). The shuttle showed up on time and the driver helped people with the bags. Overall, a good place to stay for an overnight between flights (but the one in Paris is better!)

Room Tip: Room 701 had a very nice view over a golf course.
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  • Stayed December 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank inclinekiwi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JRHSydney, General Manager at Mercure Sydney International Airport, responded to this review, January 2, 2014
Dear inclinekiwi,

Thank you for your detailed review on your stay at Mercure Sydney International Airport.

It is great to read that you were addressed with pleasant and helpful customer service. We have notified the relevant department heads of this recognition which will in turn encourage great future service.

It is unfortunate that you were in between shuttle transfers and were faced with a 30 - 40 minute wait. We provide a detailed shuttle service map and timetable on our website for the convenience of our guests.

You are correct in assuming that there is an environmental sustainability factor at play throughout the hotel. As a Mercure hotel, we contribute to the Accor Planet 21 Sustainable Development initiative which determines that lighting is efficient but without compromise to comfort. Please note that during your next visit we will be happy to provide extra lighting upon your request.

Once again thank you for staying at our hotel and providing a detailed review. We look forward to welcoming you upon your next visit.


Warm regards,
Joleen R. Hurst
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fribourg, Switzerland
Level Contributor
15 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed December 7, 2013

Spent one night at the Mercure Sydney Airport on my journey down to New Zealand. It's quite close to the airport. The room had a good size, bed was quite good. But in overall, the room nice a refreshment. The TV was not working properly. In the morning, the breakfast buffet should start at 6 AM. In my case, they were only ready a few minutes later, was is really not ok for an airport hotel. Meets not the high standarts, Mercure normally has in France.

  • Stayed December 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank roadrunner2002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Suva
Level Contributor
31 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed December 7, 2013

We only stayed the night , travelling through to our overseas destination. The hotel is lovely, the rooms clean and well appointed. We ordered dine-in and the food was delicious. Just a bit disappointed about the service at checking in. We had a few pieces of luggage and were dropped off at the front of the hotel but had to "fend for ourself". A couple with children hanging around the front check-in counter on bikes also made out approach difficult. Not sure why they would be allowed to be on bikes inside the hotel lobby.

  • Stayed December 2013, traveled as a couple
    • Value
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Review collected in partnership with Accorhotels.com

Helpful?
Thank Lisa C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mackay, Australia
Level Contributor
7 reviews
Reviewed December 5, 2013

We've stayed at a number of Mercure Hotels around the world and this one was no different.

Great staff, great rooms, very clean and tidy with excellent service and good value.

The buffet breakfast which came packaged with the room was good as well.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bob C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Mercure Sydney International Airport

Property: Mercure Sydney International Airport
Address: 22 Levey St, Wolli Creek, Rockdale, New South Wales 2205, Australia
Location: Australia > New South Wales > Greater Sydney > Rockdale > Wolli Creek
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Wolli Creek
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Mercure Sydney International Airport 4*
Number of rooms: 271
Official Description (provided by the hotel):
Mercure Sydney International Airport is conveniently located near both the international and domestic airport terminals, adjacent to the 18 hole Kogarah Golf Club and only 15 minutes from the city centre. Situated on the Cooks River and surrounded by parklands, the hotel features 271 modern accommodation rooms with no disturbance from plane take off or landing. Convenience is ensured with Wolli Creek train station a 5 minute walk away as well as a Bar and Restaurant on site. ... more   less 
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Also Known As:
Mercure Sydney Airport Hotel Wolli Creek
Mercure Wolli Creek
Mercure Hotel Sydney Airport

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