Me and my family stayed at this hotel from 30. dec 11 - 1. jan 12. I booked us in for two rooms as we were 4 adult and 2 children. Apparently, when you book online you have to let them know that you need extra beds for the kids even though you said through the booking that each room would consist of 2 adult and 1 child. And that one extra bed cost 50 dollars for each night. We were not aware of this as we couldn't see this information thought the booking channel, so we was shocked to know we had to pay 200 dollars extra for our stay when we arrived! The staff was neither well behaved or understanding, which got us even more angry. We have NEVER experienced this when booking online, and my family has in total been to over 20 countries.
Also, the 31. jan I woke up to a cold water when taking a shower. I called the reception to let them know. The woman at the end said she would check it. But I didn't hear back until 2 hours later that the warm water was fixed. Then I had already showered in cold water because I was unaware. Shouldn't the staff call and let me know that someone are currently looking at it and give me an estimated time to wait? The woman was not even sorry.
Regarding the price, the hotel has seen better days. I'm sure this hotel is nice for couples, but NOT suitable for families at all (with exception of the pool area). Also, on our first day we asked the reception if they could tell let us what public transport we could take into the CBD, and they could only tell us that there is bus and trains available, not WHAT bus and train to take. So we used 3 hours of our day to figured this out by ourself. Me and my family was only visiting Sydney this time, and it was VERY disappointing. Hadn't it been for the new year fireworks we basically would have paid for a unpleasant stay.
As a hotel staff myself I was shocked (and still is) about how bad the staff handled difficulties. We will never forget and will tell all our friends visiting/studying in Australia to not choose this hotel when in Sydney.
Regards
Miriam, Norway
- Mercure Hotel Sydney Parramatta
- Mercure Hotel Rosehill
