Mercure Perth On Hay

Disappointing hospitality experience This was our first time visiting Perth, and unfortunately our experience at Mercure Perth on Hay was disappointing. The check-in process felt rushed and unwelcoming. We received very little information about the hotel facilities, Wi-Fi, swimming pool or breakfast pricing. We also had to collect our own luggage and bring it to our room. When it was raining, we asked reception for an umbrella and were simply told that they had all been given out, without any further assistance. The most uncomfortable moment was when we asked whether there was a freezer because we had purchased some meat. After asking what it was for, the staff member responded, “No way.” Regardless of the hotel’s policy, we feel there are much more professional ways to communicate with paying guests. We also noticed the same staff member interacting differently with another guest, which made us wonder whether we were being treated differently because of who we are or where we come from. We cannot say that this was the reason, but that was unfortunately how the experience made us feel. We chose Mercure expecting a certain standard of hospitality. We hope management will review this experience and address the service concerns with the relevant team.

My friend and I went for the breakfast buffet and had such a nice time! For $35 each, there was a great variety of food and everything was delicious. The staff were really friendly, especially one of the Indonesian girls who was so lovely and helped us with a few extras we asked for. Definitely recommend it for a nice breakfast! 😊

Room was clean and tidy. Double glazed sliding door to keep noise down is good. The bath/shower combo seem outdated and quite high to step over lip of bath. As for the Nepresso Machine, wasn't working properly. Probably my fault on user error. 😄

The room was clean and the bed was very comfortable, which made for a good night's sleep. As others have mentioned, parts of the hotel are looking a little dated and tired, but everything was well maintained. Service was mixed during my stay. Some staff were friendly, professional and genuinely helpful, while others were less helpful and didn't leave the same positive impression. The location is a real strength, and we had a lovely view overlooking Hay Street. Overall, a decent stay with some positives, though there are areas where the experience could be more consistent.