I was travelling in Townsville for work and the accommodation was booked at the last minute. Everything seemed fine when we arrived at the hotel and we had booked 2 x twin rooms.
When I got to the room, I noticed one of the beds had stained sheets. I thought I would let this slide because there was a second bed that I could sleep on. Everything else seemed ok. When I went to bed that night as I moved the pillows I saw that there was a used ear-bud on the bedside table. Being late at night, I didn't call it through to reception because I had to get up early the next morning for work. And I slept on top of the sheets on the "clean" bed because I wasn't sure if the sheets had been changed from the previous guest.
In the morning at 8am, I went to reception and told them about the dirty sheets and the ear-bud and requested a full clean of the room. The assistant manager was apologetic and said she would get house cleaning to do this. I told her I will be out all day so they can do it whenever.
When I got back to the room at 7:30pm I checked to see if the ear-bud had been removed and it hadn't. All that was done was the bed made and one bin emptied. I know the room wasn't vacuumed either because I had a leaf stuck to my jacket on the day I arrived and I picked it off and dropped it on the floor and it was still on the floor. So I went back to reception and found that it was the night staff. I informed them that I had spoken to the assistant manager in the morning and requested the room to be cleaned top to bottom but that it hadn't been done.
There were 2 on the night shift, the first lady tried to tell me that the room doesn't get a full clean when you stay less than 3 nights which I understand but I tried to explain to her that the room wasn't cleaned before I checked in. She didn't understand why I wanted the room clean and was being very rude. The second lady was again apologetic and understood and offered us free breakfast for our stay (for my room and for my boss). However, she didn't offer to call housekeeping to come and clean the room like I had originally requested.
The first lady offered to change the bed which I accepted because that way I knew I had clean sheets on at least one of the beds. But was still very rude when she came to my room to change the sheets. Kept telling me that they didn't have to clean the room and she didn't have to be doing this. She did remove the ear-bud but she had picked it up with the cloth she brought with her to wipe down the table so it was pretty much just spreading the ear wax.
If I end up going to Townsville again I definitely won't be staying here and going by other reviews on TripAdvisor, I'm clearly not the first to have experienced this but I do hope I am the last. With this many complaints I'm surprised head office at Accor Hotels haven't investigated. I think the hotel needs a new housekeeping crew and certain staff members need training on how to speak and deal with customers. I will also be passing this feedback on to Accor.
- Official Description (provided by the hotel):
- Situated on 11 lush, resort-style acres just minutes from the centre of Townsville and only two kilometres from the airport, the Mercure Hotel Townsville offers a tranquil, relaxing choice for business and holiday travellers visiting this beautiful gateway to the Great Barrier Reef. From the moment you arrive, you will enjoy a destination like no other hotel in Townsville. The comfort of our accommodation, complemented by warm, personalised guest service, ensures a truly relaxing stay. ... more less
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- Also Known As:
- Mercure Townsville Hotel Townsville
- Mercure Hotel Townsville
- Accor Hotel Townsville