Mercure Melbourne Albert Park

Worst hotel experience ever. If I could give zero stars, I would. Poor room condition, lack of customer service, I stayed at Pullman Melbourne Albert Park from 5–9 June 2026 in a Premium Room costing approximately AUD $1,300. The room was dirty, missing basic amenities, breakfast selection was limited, customer service was disappointing throughout the stay. Calls and emails regarding room issues went unanswered, and it was difficult to obtain assistance during our four night stay. $200 bond deduction would be applied in relation to an alleged chocolate powder spill. I was surprised to learn that three separate families were each charged $200 in connection with the same incident, resulting in a total of $600 being charged. I disputed the deduction and requested supporting evidence and an itemised explanation, but no documentation was provided that satisfactorily addressed my concerns. Avoid this hotel at all cost! The hallway leading to our room had an unpleasant odour and appeared unclean. Throughout our stay, cigarette smoke frequently drifted into the lobby area and our room, causing discomfort, coughing, and sore throats. We found large stains on worn ripped carpet and bedding that consisted of two flat sheets with a worn blanket in between.

I deeply regret booking this hotel. As someone who travels frequently and stays in hotels regularly, this was one of the worst hotel experiences I have had. The biggest disappointment was the customer service. Instead of feeling welcomed and valued, I felt ignored when seeking help and confronted when raising legitimate concerns. The gap between the hotel's luxury branding and the actual guest experience was enormous. After spending around $1,500 on accommodation, plus additional money on meals and hotel services, I left feeling misled, stressed, and extremely disappointed. This was not the five-star experience that was advertised or promised. Our group of around 15 families spent well over $20,000 at this hotel during a junior basketball tournament. Following our experience, none of us would choose to stay here again. If you are looking for genuine luxury, good customer service, and value for money, I would strongly recommend staying elsewhere.

My 8 year old said he had the best sleep in his life and he doesn’t like sleeping anywhere but his bed.

The staff were so wonderful, especially the night staff on 12th June and Michel today . Very spacial room lovely atmosphere

Not much

Room wasn't ready at 2pm, or 4pm when we had to leave.

Location was good

Rooms were bland

Free upgrade to lake view!