Elise D

Review of Mercure Hotel Auckland

We recently stayed at this hotel. For what is supp...

We recently stayed at this hotel. For what is supposed to be a five star property, it felt extremely short of expectations.

When we arrive to check in, we were told we had one king bed. We went up to our room, and the room keys did not work. We went back downstairs, and had to have the keys reissued.

Upon entering our room, we instead had two twin beds, not one king bed.

Also, there was no bathtub. Nothing screams five-star luxury like a 2 x 3 stand up shower.

When we got to the room, we attempted to log into the Wi-Fi and the Wi-Fi was not working. I called down to the front desk and they said that they would send someone out. After 20 minutes, no one arrived. I went down to the front desk to try to get this remedied as I had an email to send for work and they said they would have to call tech-support to hear something was wrong with the Wi-Fi. They said someone would call me within five minutes in my room to help fix this. After 15 minutes, no one had called leaving me to have to go outside to try to find free Wi-Fi.

Again, five-star hotel? Not working Wi-Fi? This seems like a basic amenity for international travelers. upon reading other reviews, other people have mentioned that this is an issue yet I don t see it being resolved which seems reflective of the level of service at this property. As a note, we did not have Wi-Fi for our entire duration. Entirely unacceptable.

About half an hour after entering our room, we had a knock on the door and it was someone from minibar service, who claimed that they had been running behind and they need to check our minibar to see with the last guest had used. Again, this is supposed to be a five-star property. I m not sure why that would not have been checked before the next guest checked in, but we should not have been interrupted with this.

As a note, our hotel room was very small by any standards.

I also noticed that the mattresses do not have mattress protectors on them which seems to be a health and hygiene concern. The response to this post by management claims that they do so I attached a picture confirming indeed,they dont. They also do not have fitted sheets (??) so the sheets kept falling off the bed which is what caused me to notice this in the first place.

They do have a fitness center on the property, however it is extremely small. Well it does have the requisite equipment, for a five-star property I should have room to stretch prior to running. I should need to be stretching out in the hallway because the room is too small.

Lastly, I noticed that they did have guest laundry facilities on property. When we enter the room it appeared to be coin-operated, however again they failed to post any clear instructions regarding the process for utilizing the room? I called downstairs and they said that they charge four dollars to wash, four dollars to dry, and one dollar for laundry detergent. So, nine dollars for a guest to do one load of laundry. That seems excessive and something that they could have thrown in complementary for their guests you are paying five star prices to stay at this to stay at this two star property.

Overall, I would not recommend