Mercure Sydney Rouse Hill Reviews

Response from Property: Dear Guest,Thank you for taking the time to share your feedback. We sincerely apologize for the disappointing experience you had during your stay.The concerns you raised regarding the cleanliness of the room, the bedding, tissues, hand soap dispenser, and the difficulty reaching our team at night are certainly not the standard we aim to provide. We have shared your comments with the relevant departments for review and follow-up.In regards of your late check-out request, we fully understand your disappointment. We would, however, like to clarify that Accor membership benefits, including late check-out, are subject to the applicable Accor Live Limitless (ALL) membership terms and conditions. To be eligible to enjoy the membership benefits, including late check-out, the reservation must be made through an eligible direct booking channel, and the benefit remains subject to availability and the applicable terms and conditions.We appreciate your feedback and hope to have the opportunity to restore your confidence in our hotel and provide you with the standard of service you expect on a future visit.Kind regards,EjayHotel Manager

Response from Property: Dear Guest,Thank you for taking the time to share your wonderful feedback following your stay at Mercure Sydney Rouse Hill.We are delighted to hear that you enjoyed your experience with us and appreciated our convenient location, comfortable accommodation, facilities, and the service provided by our team. It is fantastic to know that your stay was a memorable one, and we are pleased that the room comfort and amenities contributed to your enjoyment.Your kind feedback is greatly appreciated and will be shared with the team as recognition of their continued efforts in providing exceptional guest experiences.We look forward to welcoming you back to Mercure Sydney Rouse Hill for another enjoyable stay in the future.Regards,EjayHotel Manager

Response from Property: Dear Guest,We sincerely apologise for the experience you had during check-out. We are very sorry that you felt you were treated unfairly and that the staff member’s behaviour left you feeling disrespected. This is certainly not the level of service we aim to provide, and we understand how upsetting this situation must have been. Please rest assured that we take your concerns seriously and will look into this matter with our team.Regarding the slippers and bottled water, as a small hotel, these items are not included in our standard room amenities, and bottled water from the minibar is charged separately. We understand that these details may have affected your expectations, and we appreciate your feedback.We also apologise for the inconvenience caused by the waiting time during check-in and the delay in processing your refund. Your comments are valuable to us, and we will use this feedback to review our service standards and identify areas for improvement.Thank you for bringing these matters to our attention. We are truly sorry that your experience did not meet your expectations, and we hope to have the opportunity to provide you with a much better experience in the future.Kind regards,Hotel ManagerEjay

Response from Property: Dear Guest,Thank you for sharing your feedback. We are pleased to hear that you were satisfied with the cleanliness of your room, and we sincerely apologise for the inconvenience caused by the unavailability of breakfast and the issues with the TV service during your stay.We would like to clarify that our property does not have an onsite restaurant. We partner with The Fiddler, located next door, to provide breakfast for our guests. Unfortunately, The Fiddler underwent renovation works, which affected the availability of breakfast facilities.We made every effort to notify our guests approximately three weeks before the renovations commenced. However, we were unable to reach some guests due to missing contact information on file, leaving us with no alternative means of contacting them directly. We understand that this may have affected your stay, and we sincerely regret any disappointment caused. Unfortunately, the renovation works were beyond our control, and we appreciate your understanding.To minimise inconvenience during this period, our breakfast-inclusive package was temporarily disabled, and no bookings with breakfast included were accepted for the renovation period.Regarding the TV service, we rely on feedback from our guests to help us identify and address any issues. We sincerely wish this had been brought to our team’s attention during your stay, as we would have been more than happy to assist and try to resolve the issue promptly. We apologise for any inconvenience this may have caused.Thank you again for taking the time to share your experience. Your feedback is valuable to us, and we will continue working to improve our facilities and guest services. We hope to have the opportunity to welcome you back for a more enjoyable stay in the future.Kind regards,Hotel ManagerEjay

Response from Property: Dear Guest,Thank you for taking the time to share your outstanding feedback following your stay at Mercure Sydney Rouse Hill.We are delighted to hear that you had such a positive experience and that our team provided excellent service throughout your stay. It is wonderful to know that you enjoyed our convenient location, accessibility to nearby transport options, and the variety of dining and shopping facilities available in the surrounding area.Your perfect rating and kind comments are greatly appreciated. We are thrilled to hear that you would choose to stay with us again, and we look forward to welcoming you back to Mercure Sydney Rouse Hill for another enjoyable stay.Warm regards,EjayHotel Manager

Response from Property: Dear Mandy,Thank you for your feedback and for highlighting the cleanliness and modern style of our hotel. We’re pleased to hear that you found the room very clean and enjoyed the overall experience.Regarding the amenities, we appreciate you bringing this to our attention. To clarify, room slippers are not included as a standard room amenity. We do provide body wash, shampoo, conditioner, hand wash, and body lotion in the bathroom. We regret that the soap you were expecting was not available during your stay, and we apologize for any inconvenience this caused.Your comments are valuable to us as we continue to improve our guest experience. We hope to have the opportunity to welcome you back and provide an even more comfortable stay.Kind regards,EjayHotel Manager

Response from Property: Dear Guest,Thank you for taking the time to share your feedback following your stay at Mercure Sydney Rouse Hill.We are delighted to hear that you enjoyed your experience with us and found your room comfortable, clean, and quiet. It is wonderful to know that our check-in and check-out process was smooth and that our team contributed to making your stay a pleasant one.Your excellent rating and kind comments are greatly appreciated and will be shared with the team as recognition of their ongoing commitment to providing a high standard of service.We look forward to welcoming you back to Mercure Sydney Rouse Hill for another enjoyable stay in the future.Regards,EjayHotel Manager

Response from Property: Dear Guest,Thank you for your outstanding 10/10 review!We are delighted to hear that you had a great experience with us and found our hotel convenient for your business visit. It is wonderful to know that you were satisfied with our amenities, cleanliness, surroundings, and service.We truly appreciate your kind feedback and look forward to welcoming you back to Mercure Sydney on your next business trip!Kind regards,EjayHotel Manager

Response from Property: Dear Guest,Thank you for your wonderful review and for sharing your experience with us!We are delighted to hear that you had a great stay and were pleased with our amenities, cleanliness, and surroundings. Your positive feedback means a lot to our team.We also appreciate your feedback regarding the service and will continue working to ensure we deliver an exceptional experience in every aspect.We look forward to welcoming you back to Mercure Sydney for another enjoyable stay!Kind regards,EjayHotel Manager