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Mercure Melbourne Caroline Springs

  1. Caroline Springs
  2. Caroline Springs Casino
  3. Caroline Springs Lodging
  4. Sunshine West Hotel

Reviews, get directions and contact details for Mercure Melbourne Caroline Springs

Mercure Melbourne Caroline Springs
Address: 10/20 Lake St, Caroline Springs VIC 3023, Australia
Phone: (03) 8358 0555
State: Victoria
City: Caroline Springs
Zip Code: 3023


Opening Hours

Monday: Open 24 hours
Tuesday: Open 24 hours
Wednesday: Open 24 hours
Thursday: Open 24 hours
Friday: Open 24 hours
Saturday: Open 24 hours
Sunday: Open 24 hours

Update Info

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Reviews
Our stay was amazing, the staff were all kind whether it be the people at the reception desk or the people who came up with room service everyone was lovely.nPool and spa were lovely as well and had an amazing view + so did our balcony.nLocation is good and right next to a shopping centre area, Hotel was also very accommodating with free parking and even a pillow menu available! We had a giggle at this. 10/10 recommend
The hotel is right by a stunning lake and is also close to a shopping centre. The breakfast and bistro areas are pretty good, with delicious food. The rooms are clean and the balconies offer a lovely view of the lake. The only thing I didn’t love was the mattress—it was a bit firm and not the most comfortable. Also, the frosted lights in the bathroom can sometimes shine into the bedroom, which might wake up other guests. They do have an indoor pool and gym. The lift to the apartments is a bit old, but we didn’t mind. The free car parking is easy to find and use. I also thought walking around the lake was pretty good. They also offer you a selection of pillows that you can pick for your stay which is a nice touch.
Overall, our stay had both positives and clear areas for improvement.nnThe rooms were comfortable, parking was easy, and the location was convenient—those factors alone earn an extra star. I’d also like to give special thanks to the housekeeping staff, who did an outstanding job keeping our room spotless throughout the stay. They truly deserve recognition for their excellent work.nnUnfortunately, the service experience left much to be desired. Staff often seemed inattentive, almost as if guests were unnoticed unless they actively called for attention. The young staff at the bistro appeared to lack basic customer service experience and flexibility when it came to making simple decisions.nnIn particular, the young Asian lady preparing coffees seemed so focused on her task that she didn’t acknowledge guests waiting—even a simple “someone will be with you shortly” would have made a difference. On our first day, another staff member created unnecessary difficulties around arranging our included breakfast, which we eventually had to resolve through reception.nnBreakfast service itself was inconsistent in terms of orders, though credit is due to the kitchen staff, as the food was tasty and enjoyable despite the service issues.nnFinally, consistency among staff was noticeably lacking, especially regarding Accor member benefits. What one staff member accepted or confirmed was later questioned by another, leading to unnecessary confusion and frustration.nnWith more consistent training and greater attentiveness, this hotel has significant potential to improve the overall guest experience.
Our stay here was deeply disappointing, not just because of the poor service, but because of how we were treated overall.nnWe felt singled out and spoken to in a dismissive and disrespectful way. Simple requests were met with attitude. I felt that one of the male duty managers that worked on 7th Feb 26 Saturday night is not fit for hotel management. To us, He came across as very rude, arrogant and seemed like he had no understanding of customer service and problem solving. We felt that he did not care about us as guests in the hotel. There was a simple issue which I feel that he could’ve communicated more professionally to us and sorted it out. Majority of the management staff made us feel uncomfortable and unwelcome. Staff can benefit from having some problem solving training and having some training on being professional and being respectful towards customers.nnThe situation became so unpleasant that we felt we had no choice but to leave the hotel at 10 pm with a 4 year old toddler who has fallen asleep. No family should be put in a position where they feel forced to leave a hotel late at night because of how they are being treated.nnI don’t usually jump to conclusions, but the way we were treated felt discriminatory, and it seriously affected our stay. A hotel should make all guests feel respected and safe, and that was not our experience here.nnFor the price and the Mercure name, this experience was completely unacceptable. Until staff receive proper training in respectful and inclusive customer service — and basic standards improve — I would not recommend staying here.
I was greeted with friendly and helpful staff at reception. The hotel and my room was clean and well cared for. My room was spacious and comfortable. The hotel is set in a quiet area with Its location on a man made lake and nearby to a comprehensive shopping centre giving extra appeal. There were a number of eating options within the hotel and I enjoyed a light evening meal and a la carte breakfast at Miss Caroline Bar and Cafe. The food was tasty and served quickly by friendly and efficient staff. There is an indoor swimming pool.nI had taken a 3.5 hour drive to the airport as my son and family were flying back to London. This hotel is only 20-25 mins from the airport, easy to access from Melbourne airport and was a welcome stopover before the long drive back home.
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