Date of stay: November 2020Trip type: Travelled as a couple
We stayed 2 nights here, staff were warm and friendly, room was clean but very worn. Reception did tell us they were in the middle of upgrading the hotel.
On our second day we went to open the door and neither key worked. We then had to go to reception, to be told so we made a mistake we cut the key for 1 night not 2.
That ruined it for me as those mistakes should not happen. Also when our room was serviced they did not replace milk or disposable plates and cutlery. We had to go ask for milk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Karley Beasy, General Manager at Mercure Rockhampton
Responded 18 Jan. 2021
Dear Kasspper, Thank you for reviewing your stay. I am so pleased that you were happy with our service. I am sorry that there was an error when cutting your keys and will certainly ensure this is discussed with the reception team. I will also discuss the lack of replacement of items with housekeeping. This is well below the standard of service we pride ourselves on. Regards, Karley Beasy Hotel Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC