Mercure Alice Springs Resort

Mercure Alice Springs Resort management had zero compassion when we tried to cancel approx 14 days ago when our mum passed away and had to cancel our 7 week trip to Australia after 2 weeks in New Zealand and return home to Toronto. Just because it was a non refundable booking - They refused a refund nor a credit for a future stay. As info - Every single hotel and airline and tour we had booked in Australia showed great compassion and kindness at this difficult time except Mercure Alice Springs Resort. We were refunded and credited by every single one except them. We definitely will be returning for our dream vacation to Australia this time with additional family and will definitely NOT be booking with you and will never refer your chain of hotels nor book with you’ll ever again. Truly shameful not to even show some consideration - just any consideration.

I love this place and mostly I love the service. Feeling secure and feeling that everyone is family. Rooms are spacious and never worrying about my car at the car park. Food are so so good. Thank you and will always back.

While the location of the property and the size and cleanliness of the rooms were pleasing, there were numerous things which overall made our stay disappointing. While checking in, we were told that the pool bar was being renovated and was out of action (the pool is also a lot smaller than it looks in photos) and that housekeeping is only provided for stays of greater than three nights (our stay was for three nights). With no housekeeping, by the time we checked out we had dirty towels which had not been replaced, had run out of toilet paper and soap which we had to purchase ourselves and had bins overflowing in the room. When first entering our room we also found that the screen door to the balcony could not open. After multiple calls to reception, a long wait and visits from two different staff, they did manage to get the door open but we were told not to close it again as it will jam. We were given the option of moving to another room or waiting for the door to be replaced the next day. We opted for the latter as we wanted to be close to family in an adjacent room but this never happened. Another strange thing with the room is the lighting. There are no light fittings in the ceiling in the main part of the room, just lamps. The staff there were pleasant, helpful and did their best but it was obvious the property is chronically understaffed. Like many businesses, it appears that they are having difficulties recruiting staff to pre-COVID levels which is a shame.