Mercure Melbourne Therry Street Reviews

Response from Property: Dear Guest and Esteemed Readers,Thank you for taking the time to share your feedback. At our property, we always welcome positive comments, as they help us improve and maintain the standards we proudly uphold. However, we feel it is important to respectfully clarify and address some serious inaccuracies presented in this review to provide a fair perspective for future guests.The guest stayed with us for three nights, and at no point during their stay was any issue reported regarding a faulty showerhead or it falling and causing injury. Our housekeeping team services rooms daily, and part of their routine includes checking all fixtures and reporting any maintenance needs. No issues were reported with the shower or its fittings during the entire stay. If the showerhead had been loose or hazardous, our team would have immediately flagged it and ensured it was repaired before the room was reallocated.It was only on the final day of the guest’s stay that our housekeeping team discovered the room’s carpet was completely soaked with water. This appeared to be due to the shower door being left open or used improperly, resulting in excessive water overflow. There was no indication of any mechanical or plumbing fault at that time, and all room amenities, including the shower fixtures, were found to be intact and functional.Upon discovering the flooded carpet, our front office team attempted to contact the guest to address the matter, but received no response. Eventually, after reaching out through the guest's booking platform (C-Trip), the guest visited the reception. Rather than collaborating to resolve the situation, the guest behaved rudely toward our staff and made accusations about faulty facilities, which had not been raised during their stay.As a result of the extensive water damage, the room required professional cleaning and drying, rendering it unavailable for booking for over a week. The $100 charge applied was part of the standard deposit hold, used to cover the cost of additional cleaning and maintenance caused by the incident not a penalty, but a necessary action to restore the room for future guests.We are committed to transparency and guest satisfaction, and we deeply regret that unfortunately guest left with a negative impression. However, we must also stand by our team, who followed all protocol professionally and respectfully, and by the standards we maintain for room safety, cleanliness, and communication.We encourage all guests to report any issues during their stay so we can take immediate action. We remain dedicated to providing a welcoming, safe, and enjoyable experience for everyone.Kind Regards,Hotel Management

Response from Property: Thank you for your kind feedback.We look forward to welcoming you back again soon.Kind regards,Team Mercure

Response from Property: Thank you for your kind feedback.We look forward to welcoming you back again soon.Kind regards,Team Mercure

Response from Property: Thank you for your kind review! We're so glad to hear you enjoyed our location and found us both nice and affordable. We look forward to welcoming you back on your next visit to the CBD!Kind regards,Team Mercure

Response from Property: Thank you for your kind review! We're so glad to hear you enjoyed our location and found us both nice and affordable. We look forward to welcoming you back on your next visit to the CBD!Kind regards,Team Mercure

Response from Property: Thank you for your kind feedback.We look forward to welcoming you back again soon.Kind regards,Team Mercure