Mercure Sydney Rouse Hill - Rouse Hill, New South Wales

Kevin S.

I arrived at the hotel at 9 30 am and met Nathan at reception, The hotel was quiet the night before and Nathan very kindly checked me into my room 306 , I was staying at this hotel for a week for a family wedding , The room was well equipped and the bed was so comfortable , The room was quiet even though it was near the street . Apparently the windows have treble glazing which helps . I had a delicious breakfast in the glasshouse next store and met Andy there from Dublin who was very welcoming. If i had any complaint it would be no parking for hotel quests on busy days at Fibbers

Telstrapete

Booking was easy, room was comfortable and staff were friendly. We have stayed at this site a few times so we wanted a room that we stayed in previously. When we booked our stay we were promised the same room but when we arrived we were in a room that didn't fit our needs.

Ross K.

The staff were so accomodating when the night before our arrival our plans changed requiring a change of bedding configuration and an early check-in. We really appreciated that they went above and beyond to accommodate us, it made such a difference to our stay.||||Beds were comfortable, plenty of channels to choose from on the TV, the internet was fast, and we also really liked both the dinner and the a la carte breakfast at the attached Fiddler.||||Thank you Mercure!

W

I’ve not had a good overall experience in this hotel as an Accor Platinum member who has stayed here a few times this year whenever I need to come to western Sydney.

The rooms are modern, new, spacious and well kept by the housekeeping staff. And the front desk staff have been friendly and helpful.

However what has soured my overall experience is the nit-picking and how calculative the hotel is, especially with regards to certain things that Platinum members are entitled to:

1. I stay in hotels often for work and need to be out at 6:30am, which is when the Glasshouse opens. The staff member at the Glasshouse who didn’t seem too happy to be at work anyway downright refused to let me use my breakfast entitlement (one drink and one breakfast meal from the a la carte menu) for a single croissant or pastry although this is clearly much cheaper and less labour intensive than something from the a la carte menu. I did not have time to wait for meal to be prepared for takeaway.

2. This hotel apparently doesn’t offer late checkouts or early checkins on weekends. Due to needing to make a business conference call, I wanted to extend my checkout to 1pm on a Saturday (the hotel doesn’t have a business centre). They would only allow me a 1 hour extension on the pretext that they’re usually busy on weekends and their standard check out time is 11.. Yes, I know that late checkouts are always subject to availability but to allow 1 hour only is pretty pathetic given that all other hotels allow a grace period of 1 hour late checkout anyway if requested.

3. The Fiddler restaurant serves pretty tasteless food (I’ve had the grilled salmon twice) and does not offer any discounts for ALL members like the most others. It’s located within the same complex and owned by the same owners as the hotel, but the ALL discounts don’t apply “because it’s not part of the hotel”. What a creative way to avoid offering ALL benefits!

Also as a side note, whose idea was it to have the pool right next to the pub and restaurant area with no privacy or plant screens? I have never seen anyone use it, probably because no one wants to be swimming in full view of diners and drinkers, like a sea creatures in an underwater restaurant.

It’s a bit sad really how calculative this hotel is about certain things. I’m not about to bicker over a single croissant or an extra hour’s checkout, so I’ll just stay at the Pullman Penrith as my western Sydney base from now on as they are much more accommodating over small requests there.

Nicole S.

By far the most beautiful hotel set up I have been to, the rooms are very clean, the staff very friendly. I had a super king bed along with a little room off the main which has a single bed.

The location is perfect, is close to KFC, shops and even better, the fiddler. The restaurant and bar life right outside the hotel and amazing. The food is to die for and the room service all comes from the restaurant outside.

There is a pool which at the time of my stay, wasn’t the cleanest and due to the location (it’s in direct view of all people coming into the restaurant, the park and the hotel) I choose not to swim. Maybe if this was around the back I would.

Overall, I have loved my stay.

Justin C.

Room was fine.
Had a group booking, error in calculation made by staff when booked and paid in person.
3 different staff members unable to resolve.
Poorly trained team unfortunately and no hand over done between shifts to sort out.

Chloe A.

Nice place, good service, good food, close to shops but I find the deposit very backwards, they get deposit on the spot but they take 5 days to return it back

Ray S.

It's the right place for me for this visit, very happy with the hotel it's facilities and location to great pub and meals.