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“Lovely stay for business trip”

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Mercure Charlestown
Ranked #2 of 3 Hotels in Charlestown
Reviewed 9 June 2014

  • Stayed: June 2014, travelled on business
    • Value
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Review collected in partnership with Accorhotels.com
Thank Amanda C
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 12 June 2014

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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284 - 290 of 415 reviews

Reviewed 8 June 2014

Stayed here in June. Checking in is quick and easy. Plenty free parking spaces in front or behind the hotel. Parking at rear is more convenient to get into the rooms. 2 stories of rooms and no lift. 15 mins drive to Newcastle and 1 hour drive to Hunter Valley wineries. 5 mins from the huge Charlestown shopping mall with Coles, Woolworths, Big W, food court,.... (3 hours free parking).
Checking out - great services from the front desk. Boiler and toaster in room. You can ask for a microwave to be put into your room.

  • Stayed: June 2014, travelled with family
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Thank Mushroom12345
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 12 June 2014

Dear MichaelHHongKong: We very much appreciate your comments regarding your stay at the Mercure Charlestown. It is always a pleasure to receive positive feedback. I will pass on your kind comment on our service, our employees will be thrilled to know that their effort are not going unnoticed. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, D. Reghenzani

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Reviewed 2 June 2014

  • Stayed: May 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Woononawoman
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 5 June 2014

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Reviewed 26 May 2014

Have stayed twice at The Mercure with my children and loved it! Will be staying again. Lovely staff, comfortable beds, great cheap continental breakfast and liked that my children both under 12 ate free :-) Thankyou for a Beautiful Stay

  • Stayed: May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Accorhotels.com
Thank Lisa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 30 May 2014

Dear Lisa B: We very much appreciate your comments regarding your stay at the Mercure Charlestown. It is always a pleasure to receive positive feedback. I will pass on your kind comment on our service, our employees will be thrilled to know that their effort are not going unnoticed. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, D. Reghenzani

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Reviewed 12 May 2014

We went to a business function at this hotel and were treated with disdain. Asked for a glass of bubbles and was told only pinot grigio was available. As it was my birthday and I don't enjoy still wine I asked my husband if he could check again if we could buy sparkling wine and he was told "I suppose so" with a look of disapproval. Well before we had finished the function the staff started removing tableclothes from our 3 long tables (from underneath guests elbows), taking glasses away etc. Then they started separating the tables as they "needed to get the restaurant ready for breakfast). This was about 9-9.30 pm on a Saturday night. We asked if it would be better if we moved into the bar and they agreed then when they'd finished getting the tables organised for breakfast, disappeared leaving everyone without drinks. Our host chased them up and was told that no more drinks would be served (even though we'd waiting 15 minutes for them to attend to the breakfast arrangements!). The beers were $10 each but even so they took a lot of persuasion to serve us 1 more drink and made sure we knew how unhappy they were. An absolutely disgraceful attitude. Average food, expensive drinks, woeful service = none of us will ever be back. I have a feeling they won't give a toss but at least you can be saved going through a similar experience, especially when there are so many exceptional places in Newcastle.

  • Stayed: May 2014, travelled on business
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1  Thank kimmcfayden
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 21 May 2014

Dear Kim M.:

Thank you for taking the time to tell us about your experience at the Mercure Charlestown. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
I do not want to get into we did/she said scenario because as far as I am concern, our clients are always right, I do need however to point out that two type of champagne were available on the night (Redbank Emily Brut NV at $ 39 per bottle or $ 8.50 per glass and Killawara Strawberry at $ 8.00 per glass), the prices of our beer are from $ 6.00 for light beer to $ 9.50 for the fantastic Boutique beer Murray.
We appreciate your sharing your concerns and do care for our customer giving us some hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

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Reviewed 10 May 2014

Large spacious rooms, friendly staff , close to shopping centre - Good on site car park - high elevated position - only doubly in staying for long periods or again is large Telecommunications towel and electricity pillions very close by to the rooms/ hotel

  • Stayed: April 2014, travelled on business
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Thank jackson61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 21 May 2014

Dear Jackson61,

We very much appreciate your comments regarding your stay at the Mercure Charlestown. It is always a pleasure to receive positive feedback.
I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.
Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 April 2014

We booked a large room on the second floor with the so called view for 5 nights while visiting family in the area over Easter.

We were disappointed that the trees obscured most of the view.

The single reception staff member in attendance on checkin and checkout were very friendly and helpful.

As silver Accor card members from our travels in asia we were a bit surprised at the very basic functionality of the room. Definitely no frills and not cheap.

As we were booked in over Easter the restaurant was generally closed and one day the staff simply forgot to clean our room. It was impossible to shower without flooding the bathroom floor

On the plus side the room was large and bright and the hotel very centrally located for trips to the ocean or lake and only an hour and a bit from the Hunter valley.

Good size Carpark, but watch the entrance ramp if your car has limited ground clearance front and rear.

We checked out early.... Not a normal Accor experience

Room Tip: Don't expect much of a view.. Remember there is no elevator.
See more room tips
  • Stayed: April 2014, travelled as a couple
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1  Thank Chris H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dominique R, General Manager at Mercure Charlestown, responded to this reviewResponded 28 April 2014

Dear Chris H.

Thank you for taking the time to tell us about your experience at the Mercure Charlestown. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

I am really sorry that you did not like your room that we had upgraded to a Spa suite with amenities such as Nespresso machine, Selective tea, Robe, Slipper, a wonderful view over the beach from Stockton all the way to Port Stephens, granted some tree do reduce the view slightly on either side of the beach but we are not allow cut down mature tree to allow for a un obstructed view.

You are right as well to mention that the restaurant was closed most of the time during your stay as we have a policy NOT to open on Sunday night and Public Holiday due to high running cost and poor attendance but room service was available from the same kitchen, which you did not order from.

Bistro Blu was open for buffet breakfast every morning and available to all.

Our search show as well that your room was not serviced on one day because the Do Not Disturb sign was up and our employee have strict instruction not to enter.

At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Unfortunately we were unable to meet your expectation and I am personally very sorry about that as I truly wish I would be able to please everybody and that every single client staying with us would have a fabulous time that surpassed their expectation each and every single time.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mercure Charlestown

Address: 109 Madison Drive, Charlestown, Lake Macquarie, New South Wales 2290, Australia
Region: Australia > New South Wales > Greater Newcastle > Lake Macquarie > Charlestown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 3 Hotels in Charlestown
Price Range: £57 - £95 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Mercure Charlestown 4*
Number of rooms: 53
Official Description (provided by the hotel):
Mercure Charlestown, is a boutique hotel situated on the peak of Madison Drive, in the convenient and central, ever expanding suburb of Charlestown. Located in the tree tops and away from busy roads, Mercure Charlestown is the perfect place to relax for business travellers, family visits or holiday makers alike. Enjoy the comfort of the 53 rooms, take in the view of Stockton beach and the serene tree top outlook from the restaurant deck, or unwind with a swim in the outdoor pool before enjoying a drink in the sunlit bar. Mercure Charlestown strives to provide you with a home away from home. Always a friendly service with a smile, clean and tidy rooms, great food, and all within a short drive from everything that Newcastle has to offer. ... more   less 
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Also Known As:
Newcastle Best Western
Best Western Newcastle
Mercure Charlestown Greater Newcastle, Australia

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