Mercure Melbourne Caroline Springs - Caroline Springs, Victoria

Finola D.

I had an unforgettable stay at Mercure Melbourne Caroline Springs. The hotel itself is impressive with its state-of-the-art facilities and stunning, spacious rooms that were immaculately clean. The staff were exceptionally friendly and accommodating, making the experience even more enjoyable. The food was outstanding, both from room service and at breakfast. We hosted my brother's wedding in their function room, and it was nothing short of incredible. The beautiful surrounding area, with its picturesque lake and walking track, added to the charm. Additionally, all amenities, eateries, and shopping were conveniently nearby. I am so happy with our experience and highly recommend this exceptional accommodation.

olivia E.

my partner and I had the worst experience during our recent stay on the 16th of February. Regrettably, the issues we encountered during our visit were not handled to our expectations and had left us deeply disappointed, especially considering that we have stayed with you guys many times in the past.

Upon entering our room, we noticed a strong and unpleasant odor coming from the bathroom. Despite not having used the facilities, the smell was pervasive throughout the room, and it remained noticeable even after the initial airing out. We are uncertain whether the odor was coming from the vents or the toilet, but it was overwhelming. The issue was significant enough that it affected our entire stay, and it is still present in the room as I write this.

When we reported the issue to the front desk, the staff member on shift explained that the hotel was fully booked and could not offer us a room change. While this was understandable, the situation was not adequately addressed. The staff member entered our room and sprayed what smelled like insect repellent, which only added to the unpleasant atmosphere, particularly late at night. As I am asthmatic, the strong scent from both the bathroom odor and the spray made it impossible for me to sleep, turning what should have been a restful night into a truly uncomfortable experience.

In addition to the odor issue, we experienced technical difficulties with the television in the room. We were unable to connect our phones for screen sharing, and every attempt resulted in the TV freezing. This further impacted our ability to relax and enjoy our stay.

The following morning, I again raised these concerns with the front desk, where the staff member was polite, but when the manager was involved, her response was both unhelpful and dismissive. The manager suggested that we open the balcony door, but considering it was early in the morning and cold outside, this was not a practical solution. Moreover, both my partner and I were exhausted from the lack of sleep, and having someone enter our room at that time would have been highly disruptive. To make matters worse, the balcony door was also malfunctioning and would not open, leaving us with no option for fresh air.

As a resolution, we were offered two complimentary coffees, which feels inadequate given the extent of the issues we faced. The experience was far from the standard we expected, and it was incredibly disappointing, especially given our loyalty to your hotel.

David L.

We arrived late at night and very tired from our long flight. Check in was ok but then the drama started. Our room card would not work on the guest car park entry and then in the early hours of the morning other hotel guests entered our room and obviously scared us awake. Not their fault that they had been allocated our room. Then 1/2 later reception ring and want us to verify what room were in and suggested a room swap, highly unprofessional at 4.30am, I was furious. Next day our room key didn't work on our door again and that night sure enough no access to the car park also. Room curtains were damaged and didn't cover the window, so the room was bright from early morning. Female toilets in the public area were filthy, we advised reception but 2.5 hours later they were the same, disgusting. Seemed to be a "who cares" attitude by senior staff. aside from thatr the room was excellent, clean and comfy bed. Great bathroom and the location of the hotel is fantastic too.

betty M.

Very clean, good location, great restaurant and wonderful staff. I left my air pods in my room after checking out and reception called me to let me know and I was able to pick up them up later that afternoon. Great service!

Jean

Kudos to front office team who promptly replies to messages, they have been very helpful to provide information for us to plan the stay. And thank you again! The perks from Accor Gold really adds to the experience with the welcome drinks and snacks and of course the late check out make a difference.

Clint D.

The stay was great but I believe you need to improve the order taking for breakfast. Not sure if it was a staff training issue or the ordering process but it takes way too long and is a bottle neck at that time in the morning when people generally are short for time

Jeremy S.

Great stay at a lovely hotel. I needed a hotel close to family in the Northern suburbs and this place fitted the boll perfectly. Great room and fantastic restaurant.

Johnson R.

I had two nights booked for this hotel through Accor All app. For some reason I thought I cancelled it well ahead (booked free cancellation). However, I didn't realize the cancellation was not successful until my credit card got charged. Usually I would get email and app notification about my future stay coming soon but this time there was nothing. What's more disappointing was when their expected two night stay guest didn't show up for the first night, and then second night, they didn't even bother to call and ask why. Instead, they just charged my credit card (why not, right?). When I called them once I found out the charge, I was told the manager was not there and she would give me a call Monday. Obvious, no call back at all. Completely disappointing from my point of view. At least, I could have had the chance to cancel the second night, or I could make a trip there for the second night.