Ratings based on 182 Verified Reviews

3.9 out of 5
85% of guests recommend
4.1 Room cleanliness
4.3 Service & staff
3.9 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 16, 2017
Great experience, gray customer service. Would recommend to a friend for sure.
3 out of 5
by A verified traveler from Melbourne, Australia

Old, dirty looking room

Posted Jan 8, 2017
I came in to the hotel hoping for a clean room but that was not the case. As soon as I came into the room, there was a bad odour like an old carpet smell welcoming me. There were lots of stain in the bathroom tiles, walls and inside the bath tub. I left the ac on the whole time however the room wasn't cold at all. I had to ask for a fan. I definitely won't return to this hotel.
4 out of 5
Recommended
for Everyone
by A verified traveler

Good location to city

Posted Dec 15, 2016
Pool was out of order and was not told. Took a long time to check in
Comment from Hotel Management
Jan 9, 2017 by Alex B, Hotel Management
Hi there, Thank you for taking the time to review your stay with us. I'm really sorry to hear that your experience did not meet your expectations. It's really concerning that you were not informed of our pool renovations and that your check-in took a long time. Please rest assured, we are currently implementing additional training measures to ensure these issues are addressed immediately. I do hope you give us the opportunity to better serve you in the future. Kind regards, Alex B - Guest Relations & Services Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Townsville

What a stay

Posted Dec 2, 2016
Pros: Easier to say what I don't like, nothing. I'll be back for sure.
Cons: Obviously not applicable.
Location: Dinner at Southbank for a punt at the casino and then for some shopping the next day. All within walking distance.
Close to everything we wanted including the Queen St Mall, Southbank, Casino and so much more. The staff couldn't do enough for us with directions, tour hints, etc which made the stay just that much enjoyable.
Comment from Hotel Management
Dec 5, 2016 by Sarah Braybrook - Guest Relations, Hotel Management
Dear Ian, Thank you so much for your review. I'm very happy to hear that you couldn't find any cons! With our location it's hard not to hit up the Casino followed by shopping. We can't wait to welcome you back. Warm regards, Sarah - Guest Relations
1 out of 5
by A verified traveler

Hotel room was dreary

Posted Nov 13, 2016
Pros: Buffet breakfast was very nice but that was about it, a lot of money put into the reception area but not the rooms
Cons: Room was dreary, very outdated and didn't look like the pictures advertised. Front desk stuff didn't know what they were doing apart from one poor lady taking on everything for everyone. Pool was being renovated and this was not told to us until after we checked in, a curiosity email would have been nice. This was very cheeky in my opinion
Location: Near queens street shopping
Comment from Hotel Management
Nov 16, 2016 by Sarah Braybrook - Guest Relations, Hotel Management
Hi there, thank you for taking the time to provide us with your feedback. I'm sorry to hear your stay didn't meet your expectations. We have tried to advertise our pool closure across various websites. I'm sorry that this was not mentioned on check in; I have spoken with the Front Desk staff to make sure this information reaches all of our guests. Thank you again for your feedback. Warm regards, Sarah - Guest Relations
3 out of 5
Recommended
for Everyone
by A verified traveler from Gold Coast

Average Hotel, Fantastic Location!

Posted Nov 6, 2016
Pros: We found concierge very helpful, polite & quick when bringing up our car. The view & lounge feel at the rooftop bar is really nice.
Cons: Front desk was unorganised & always run off their feet. The Mercure & Pullman share the same front desk so the girls got confused about who was where & what to do. Waited almost 1.5hrs for a snack at the rooftop bar at 4pm (so definitely not peak hour). Our door key card stopped working TWICE so we had to get down to front desk with 2 overtired little kids to get it reset. Turns out if u put it near a phone or wallet it stuffs it up.....could've told us that at check in.
Location: When you walk out the front doors, it's a short walk to Queen Street Mall or over to Southbank.
Comment from Hotel Management
Nov 9, 2016 by Sarah Braybrook - Guest Relations, Hotel Management
Hi Sarah, thank you for your feedback regarding your recent stay. I'm very happy to hear you were impressed with our concierge team, I shall pass on the positive comments. It's great to hear you were able to visit our new rooftop bar and had a lovely time. I will inform my Front Desk of your comments; and use these to improve our service. I will also speak with my Food & Beverage manager to further investigate why the delivery of your food took so long; I do apologise. We hope to welcome you back soon to make use of our great location and exceed your expectations. Warm Regards, Sarah Braybrook - Guest Relations
5 out of 5
Recommended
for Everyone
by A verified traveler from Singapore

Suits my needs

Posted Sep 19, 2016
Deposit system not flexible. Should give customers a choice to make payment either in CASH or credit cards especially foreigners.
Comment from Hotel Management
Sep 21, 2016 by Kristie-Lee Taylor Guest Services Manager, Hotel Management
Thank you for your feedback. We appreciate all reviews. In regards to your comments, we do accept payment in cash or card however we do require the deposit be taken on a credit card for security reasons. We are glad you enjoyed your stay and look forward to seeing you again in the future. Thanking you, Kristie-Lee Taylor Guest Services Manager
3 out of 5
by A verified traveler from Auckland, New Zealand

Friendly, helpful staff and great central location

Posted Sep 14, 2016
Pros: Friendly helpful staff
Cons: The room needs refurbishment - a bit shabby, eg grafitti on a mirror (an attempt had been made to remove), dreary colours, hall noisy at times.
Location: Very centrally located, with Museum just opposite, walking distance to shops, restaurants and cafes, and to Southbank, the Art Gallery, train station.
Staff were very friendly and helpful in storing my luggage when I arrived early morning, checking in and out, booking taxis, etc. The lobby is lovely, however the room I was in was in need of refurbishment, although kept clean and comfortable. The hotel is located in the heart of Brisbane, which meant I could walk to the Southbank Conference I was attending, the train station, the central shopping district, as well as the Museum and Art Galleries.
Comment from Hotel Management
Sep 29, 2016 by Kristie-Lee Taylor Guest Services Manager, Hotel Management
Hi TC, thanks for the comments. I'm pleased to say that we are currently working on some improvements to the hotel rooms and I hope we get the chance to share this with you soon. Appreciate you taking the time to share this here. Thanking you, Kristie-Lee Taylor Guest Services Manager
4 out of 5
Recommended
for Business Travelers
by A verified traveler from Melbourne

Friendly, helpful staff

Posted Sep 11, 2016
Pros: Staff
Location: Handy to everything
Staff great, and very helpful. Facilities okay, gymnasium good and small café in lobby for breakfast provides affordable alternative to the hotel breakfast.
Comment from Hotel Management
Sep 21, 2016 by Kristie-Lee Taylor Guest Services Manager, Hotel Management
Thank you for your lovely feedback. I am glad you enjoyed the friendly welcoming customer service and also experienced what a wonderful selection we have in our Espresso Bar! Our Barista is truly amazing. We look forward to seeing you again in the future. Thanking you, Kristie-Lee Taylor Guest Services Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 9, 2016
Welcoming and attentive reception, politic and friendly staff, very comfortable room, generous breakfast.
Comment from Hotel Management
Sep 21, 2016 by Kristie-Lee Taylor Guest Services Manager, Hotel Management
Thank you for your lovely review. I am glad you enjoyed your stay with us. We hope to see you again soon! Thanking you, Kristie-Lee Taylor Guest Services Manager