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Grand Mercure The Hills Lodge

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1 Salisbury Rd, Castle Hill, The Hills Shire, New South Wales 2154 Australia
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Traveller (100)
Room & Suite (485)
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What is Travellers’ Choice?
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Payments made by partners impact the order of prices displayed. Room types may vary.

About

Location
Cleanliness
Service
Value
Travellers' Choice
Grand Mercure The Hills Lodge is an elegant Tudor style building set in beautifully landscaped gardens, just 30 minutes drive from the centre of Sydney. Conveniently located opposite Norwest Business Park, the hotel features 97 rooms, restaurant, bar, heated swimming pool, day spa and 4 function rooms for up to 200 delegates.
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Property amenities
Free parking
Wifi
Pool
Fitness Centre with Gym / Workout Room
Bar / lounge
Babysitting
Airport transportation
Business Centre with Internet Access
Parking
Paid wifi
Outdoor pool
Heated pool
Restaurant
Breakfast buffet
Complimentary instant cofffee
Conference facilities
Banquet room
Meeting rooms
Newspaper
Non-smoking hotel
Dry cleaning
Laundry service
Self-serve laundry
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Room features
Air conditioning
Fireplace
Housekeeping
Room service
Safe
Minibar
Refrigerator
Flatscreen TV
Iron
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Room types
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
618Reviews3Q+A65Room tips
Traveller rating
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Popular mentions
Olivia wrote a review Yesterday
Muswellbrook, Australia68 contributions12 helpful votes
Jacqueline from the restaurant is an asset. All staff were friendly and reliable, only negative is that there was a shortage of staff of an evening and for breakfast. We watched people enter and leave as they weren’t acknowledged by staff who were busy either getting orders or making coffee. There should be 1 person to meet, greet and sit while others are addressing customer needs. The wait for simple things sometimes was lengthy. At times we saw other tables insist on their orders coming out quickly as they were in a hurry and yet we waited over 45m for our order placed before them (& we were also on a time limit). The continental breakfast is not communicated (we had a full breakfast and didn’t realise we could access this table). Overall staff were great, but you really need an extra person morning and night.
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Date of stay: January 2022Trip type: Travelled with family
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Excellence Matters wrote a review 2 Jan
1 contribution
25 December 11:50pm I arrived at Hills Lodge after my husband had booked me in online. I requested an upgrade for my room which I mentioned I was willing and able to pay for but was informed I was in the last room available for the night a queen standard. This was a 15+ minutes conversation which matters because I had informed the front desk team I had just been discharged for severely swollen legs and high blood pressure needed to rest immediately. A lovely porter assisted me with my bags and acknowledged my interaction with front desk had been challenging and difficult to understand. When we arrived at the room the bed was not made the sheets were sloppy tucked under the pillows and the sheets werehanging out of the sides and there was a big dip in the middle like someone had been sitting there , I was SHOCKED I told the porter who tried to convince me the bed was made and it had just been made in a rush. I refused to settle in as I could tell it was an unmade bed , I then saw a bin with RUBBISH in it, 2 Pepsi cans, KFC packets and showed him, he checked the bathroom and saw towels on the rack and open soap at the sink. He apologised and told me he’d call reception to organise another room. He tried to convince me this was unusual for the hotel. I was still aghast as the cost did not correlate with this tardiness. The front desk then organised another room for me down the hall “an upgrade” they said. It was a suite with a separate lounge - however to my surprise I had been told there was no more rooms available when I checked in 30mins before and there’s no way they would have prepared a room in 20mins. The room was presentable but the curtain had a big red stain on it (forgot to take a picture) and the carpet dusty and old. I told my husband of my experience but because it was 1am on Boxing Day and the state of my body I had nowhere else to go. I stayed there till the morning and left early for personal reasons and thankful I did not have to stay another moment there. A few days later I called the hotel and told them my ordeal - the manager was polite but I was disappointed in how he kept trying to excuse the front desk’s behaviour. He told me how another guest had given the front desk guy a glowing review. I was not rude when I called him but just factual and encouraged him to make improvements for his team and in how they receive guests. His comments made me wonder why would the front desk treat me like that. I was unwell, with a baby in hospital and a husband away. Did I not deserve compassion and good customer service. It made me wonder was it the colour of my skin? I’ll never know but one thing I know is to encourage you to speak out if something looks wrong! You’re paying for this service and if you’re going to stay at Hills Lodge - good luck. I would not personally use my hard earned dollars to stay there. Very disappointed customer. Hills Lodge - excellence matters not sure how you got 4 stars but please DO BETTER!
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Date of stay: December 2021Trip type: Travelled solo
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Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded 3 weeks ago
Dear cmF9873, Thank you for your online review and your time on the phone last week. I'll again extend my apologies and regret for the experience you endured. As mentioned over the phone, I believe this to be an isolated incident that the team and I can learn from in an effort to be more understanding and offer a better service. Particularly, to those in vulnerable situations. As I also stated during our conversation, I'd love to welcome you back at some point to give you an example of the service your fellow reviewers would attest to. Thank you again for your feedback and I wish you and your young family all the very best for the future. Kind regards, Mitch George General Manager
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Helen J wrote a review Dec 2021
Orange, Australia25 contributions10 helpful votes
Loved everything about our stay here. Our room was comfortable and quiet and the amenities good. It is great having access to room service and a bar menu as well as a restaurant. Very handy location for visiting our family in Baulkham Hills. And close to the Home Centre for shopping.
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Date of stay: December 2021Trip type: Travelled as a couple
Room Tip: Would suggest pre booking breakfast at busy times if you want to dine in the restaurant
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Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded 3 weeks ago
Dear myweematecharlie, Thanks so much for the review! We hope to see you again soon, Kind regards, Mitch George General Manager
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KenCouchman wrote a review Nov 2021
Kingscliff, Australia3 contributions1 helpful vote
We recently stayed at the Grand Mercure. What a great place. All the staff were very friendly and helpful. In my opinion going out of there way to help us. Restaurant very good too. We'll be back there soon.
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Review collected in partnership with Accorhotels.com
Date of stay: November 2021
Value
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Location
Cleanliness
Service
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Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded 3 weeks ago
Thanks so much KenCouchman! See you again soon at The Lodge. Kind regards, Mitch George General Manager
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Troy Hogan wrote a review May 2021
1 contribution
Nice place, Friendly and clean. BUT …… restaurant service is poor! They need more staff to cater for guests and provide a timely service. Conveniently located. Good parking. Just add more staff guys and you have a great place!
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Date of stay: May 2021
Cleanliness
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Sleep Quality
Trip type: Travelled on business
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Response from Mitch George, General Manager at Grand Mercure The Hills Lodge
Responded 28 Oct 2021
Dear troy007200, Thanks for sharing your feedback. I'm sorry to read that your experienced differed to what most of our guests enjoy. We hope to see you again in the future. Regards, Mitch George General Manager
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PRICE RANGE
USD 104 - USD 158 (Based on Average Rates for a Standard Room)
LOCATION
AustraliaNew South WalesGreater SydneyThe Hills ShireCastle Hill
NUMBER OF ROOMS
97
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Frequently Asked Questions about Grand Mercure The Hills Lodge
Which popular attractions are close to Grand Mercure The Hills Lodge?
Nearby attractions include Hillsong Church (1.2 km), Museums Discovery Centre (0.6 km), and Twentytwo Cafe Bar & Grill (0.6 km).
What are some of the property amenities at Grand Mercure The Hills Lodge?
Some of the more popular amenities offered include a pool, an on-site restaurant, and a lounge.
Which room amenities are available at Grand Mercure The Hills Lodge?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Grand Mercure The Hills Lodge?
Guests can enjoy an on-site restaurant, a lounge, and free instant coffee during their stay.
Is parking available at Grand Mercure The Hills Lodge?
Yes, free parking is available to guests.
What are some restaurants close to Grand Mercure The Hills Lodge?
Conveniently located restaurants include Trevi Lakeside, Il Lago, and Bamiyan restaurant water front.
Are there opportunities to exercise at Grand Mercure The Hills Lodge?
Yes, guests have access to a pool and a fitness centre during their stay.
Does Grand Mercure The Hills Lodge have airport transportation?
Yes, Grand Mercure The Hills Lodge offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Grand Mercure The Hills Lodge?
Yes, dry cleaning and laundry service are offered to guests.
Does Grand Mercure The Hills Lodge offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Are there any historical sites close to Grand Mercure The Hills Lodge?
Many travellers enjoy visiting Sydney Hills Visitor Interpretation Centre (7.6 km).