Hotel - The Swanston Hotel Melbourne Grand Mercure
Grand Mercure Hotel Grand Mercure Hotel

The Swanston Hotel Melbourne Grand Mercure

4.0/5 2,796 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel does not have a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Services in the hotel and nearby

Check-in from 14h00
Check out up to 11h00

Services and practical information

Paying
  • Online check-in

    Online check-in: Your arrival will be carefully prepared by our team
    Fast check-out: Simply return your key

  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WIFI in your room
    • WIFI access
    • Optic fiber technology provides the highest possible speed of Internet connection.
  • Parking
    • Public indoor parking
    • Valet parking
    • Well-lit parking
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms
    • Wheelchair access
    • Reduced mobility facilities
    • Accessible bathroom
  • Babysitting on request
  • 100% non-smoking hotel
  • Air conditioned
    • Air conditioning
    • Manual temperature control
    • Air Conditioning
  • Languages spoken at the hotel
    • English
    • French
  • Reception open 24 hours a day
  • Early check-in/Late check-out
    • EARLY CHECK IN FROM 8AM (Paying)
    • LATE CHECK-OUT UP TO 6PM (Paying)
  • Dry cleaning / Ironing
  • Boutiques/shopping
    • Cash machine
    • Currency exchange
  • Porter
  • Concierge

Leisure and activities

  • Indoor heated pool
  • Fitness centre
  • Babysitting on request
  • Jogging track  (Nearby)

Catering

  • Breakfast
  • 2 restaurant(s)
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 24 Hours
    • Opening hours : Week-end 24 Hours
  • Snack & beverage machine

Business services

  • 12 meeting room(s)
  • Conventions hotel
  • Copy/print service available
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Hotel location

Our rooms

Offering elegant accommodation in the centre of the city, The Swanston Hotel Melbourne, Grand Mercure is the ideal option for visitors looking for hotels in Melbourne. Guests staying at this stylish Melbourne hotel can choose from a range of guest rooms and suites, with Superior options available. Beautifully appointed and spacious, each guest room features a range of amenities, including an LCD TV with Foxtel and pay movies, a DVD player & DVD library, a microwave, and wired and WIFI Internet access.

  • 202 rooms
  • 100% non-smoking hotel
  • 3 rooms for people with reduced mobility
  • 24 connecting rooms
    • Air conditioning
    • Data port in room
    • Emergency exit map
    • Safe deposit box in room
    • TV with on-screen billing info
    • Telephone
    • Radio in room
    • WIFI in your room
    • Direct dial telephone
    • Satellite/cable colour TV
    • Manual temperature control
    • High speed transmission line
    • Iron in room
    • RJ 11 outlet
    • RJ 45 outlet
    • Coffee/tea making facilities
    • Minibar
    • Shower
    • Bathtub
    • Hair dryer in bathroom
    • Make-up/magnifying mirror
    • Sprinkler in room
    • Keycard-operated door locks
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Smoke alarm in room
    • Emergency info in rooms
    • Voicemail
    • Alarm clock
    • Operator wake up call
    • Automatic wake up call
Our rooms fittings

Our restaurants and bars

See all our restaurants
See all our restaurants and bars

Your meetings and events

4.2/5 AccorHotels Rating 10,351 reviews

Our guest reviews for The Swanston Hotel Melbourne Grand Mercure

100% genuine reviews from our guests

Find out more
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4.0/5 TripAdvisor Rating 2,796 reviews
Family - 17/01/2019 TripAdvisor review
« Location always the winner »

Always love to stay here. Got one of the older rooms but still very happy with the room. Vegan breakfast (acai bowl) one morning was a real hit. Coffee made soy and beautiful. Only problem was one morning we left the "we are awake please make up our room" sign on the door at 8:30am and upon returning at 5:30pm, the room was not made up. Someone had entered the room to place a paper for guests to order lunch for days at the tennis so they didn't think the sign said do not disturb. I rang reception and requested towels and to also let them know about the room not being made up and he was very apologetic. He said someone would come and do a quick clean as well as replace the towels. We left the room for an hour so they could do this and came back to only towels being replaced. The room wasn't cleaned and the beds still unmade. Not even a $10 credit to use at their restaurants was left on the bed for us to use. A real shame as we were really happy with the service on the other days. We stayed 4 nights.

Our hotel has responded to the review
Our hotel has responded to the review

Dear crab67tkf, Thank you for regularly staying with us. We are very sorry to hear that your stay was negatively impacted by not having your room serviced on oe of the days you stayed with us and for the lack of follow-up extended by our staff. Feedback such as yours allows us to identify areas of improvement and I thank you again for providing a review. Please do not hesitate to contact myself if I can be of any further assistance in the future. Sincerely, Alex Mihardja Operational Project Manager

K. Families - 13/01/2019 AccorHotels certified review
« Mr Murad »

Overall perfect but the BREAKFAST MENU and the quality of it have to be raised immediately.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr Murad K., Thank you for staying with us recently and for being constructive with your feedback regarding your breakfast experience. Rest assured that this has been passed on to both of our Executive Chef and Food & Beverage Manager for their urgent attention. We look forward to welcoming you back in the near future. Sincerely, Alex Mihardja Operational Project Manager

Paul Couples - 13/01/2019 AccorHotels certified review
« Excellent! »

From check in till the time we left was a fantastic experience. The staff were friendly and courteous. The room, beautifully appointed.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Paul, Thank you very much for sharing your most positive experience. We are most grateful for your kind words on the service provided by our staff as well as our newly refurbished accommodation. We look forward to see you again for another enjoyable stay with us. Sincerely, Alex Mihardja Operational Project Manager

Dannars Couples - 13/01/2019 AccorHotels certified review
« Great city hotel stay »

Fantastic hotel with great location.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Dannars, Thank you for your recent patronage and your time to provide a review. I was happy to read that you enjoyed your stay with us. We hope to see you again soon for another great stay. Sincerely, Alex Mihardja Operational Project Manager

Anonymous Families - 13/01/2019 AccorHotels certified review

Good. Room was stylish In a fabulous location Disappointed that we had perked in wrong car park that was literally 20 steps away but obstructed by big Mercure sign

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jason, Thank you for staying with us recently. I am sorry to read that what could be a great stay was negatively impacted by the parking situation. We hope that we can still look forward to welcoming you back in the future for a better experience. Sincerely, Alex Mihardja Operational Project Manager

Stuart S. Couples - 12/01/2019 AccorHotels certified review
« Great Location to Enjoy Melbourne »

Friendly staff, used the gym & swimming pool, enjoyed the restaurants and bars around the area (all walking distance)

Our hotel has responded to the review
Our hotel has responded to the review

Dear Stuart S., Thank you very much for sharing your recent experience with us. We are happy to read that you enjoyed our central location and that you got to experience our facilities and services. We appreciate your kind words and we look forward to welcoming you back in the near future for another enjoyable stay. Sincerely, Alex Mihardja Operational Project Manager

Michael P. Solo - 12/01/2019 AccorHotels certified review
« Ok but not satisfied »

My overall experience was just ok but the management team was not very welcoming at all. There was a slight issue with me utilising the hotel phone which I thought by accident was free of charge and after having unsuffiecient funds on my savings card due to over spending on the 2 days I was in a Melbourne. The manager abruptly said he will call the police and give me no extra time to pay for it not even by end of day. I found this very inconsiderate and abrupt on his behalf. My experience from there was nothing but ok. I went home with a regret of visiting Melbourne again to begin with.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Michael P., Thank you for your feedback. We appreciate your feedback and take your concerns on board. I am sorry that the way your case got handled didn't meet your expectations. I will be sure to pass it on to our Front Office Manager for his urgent attention. We thank you again for your feedback and apologies for the inconveniences experienced. Sincerely, Alex Mihardja Operational Project Manager

Anonymous Business - 12/01/2019 AccorHotels certified review
« The older rooms suffer from poor design »

Good check in. Favorable assignment of room in old lower floor that has not been renovated yet. The shower bath was badly designed (too low to stand under, too cramped to easily bend down to get under shower, a soap tray randomly sticking into the cramped area you stand in). Having stayed in both the newer rooms in upper floors (which are beautiful), and the older rooms before, this stay fell flat. The hotel was definitely not a highlight this time.

Our hotel has responded to the review
Our hotel has responded to the review

Dear James, Thank you for choosing to stay with us again recently. We are very appreciative of your constructive feedback on the existing rooms. Apologies that this stay fell flat in comparison to previous stay due to the room allocation. We look forward to welcoming you back in the future and that you'll book the correct room type of the refurbished rooms. Sincerely, Alex Mihardja Operational Project Manager

Vatsala Families - 12/01/2019 AccorHotels certified review
« Location is excellent! A minutes walking distance to everything. »

The rooms need to be re-furbished. It's not a modern hotel. But the location is excellent.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Vatsala, Thank you for staying with us recently and for highlighting our central location. Appreciate your constructive feedback regarding aspects of the existing room that need updating. As you might be aware, we are in the process of refurbishing our rooms at the moment and they are being done in stages. We hope to welcoming you back in the future and for you try one of our refurbished rooms. Sincerely, Alex Mihardja Operational Project Manager

Psp Couples - 11/01/2019 AccorHotels certified review
« Lovely hotel »

We stayed in a larger recently renovated room which was lovely. We came because we were going to Evita in the evening and the hotel allowed us to walk to and from the Arts Centre. We had an early dinner in the bar area because the Louden Restaurant was closed for renovation the evening we arrived, the meal was excellent (thank you). The only thing I did not enjoy was eating with the 'masses' at breakfast the next day. It was almost an insult to the senses due to the number of people having breakfast and the noise generated. After a quiet night it was so loud and busy. This is our second time at the hotel and the experience with breakfast was the same both times, I know two of the Accor hotels use the one area and space is limited but for me this is a negative. Otherwise our stay was great.

Our hotel has responded to the review
Our hotel has responded to the review

Dear PSP, Thank you for staying with us again recently and for sharing your experience. Apologies that the breakfast experience was below your expectations. I am not sure if you're aware but we also have Soul Cafe, adjacent to the hotel where we serve a la carte breakfast there. Perhaps you would consider having breakfast at Soul Cafe on your future stays with us. Once again we thank you for your feedback and we look forward to your next visit. Sincerely, Alex Mihardja Operational Project Manager

Anonymous Solo - 11/01/2019 AccorHotels certified review
« Great Location. Nice customer service. »

My stay was quite nice. The customer service was excellent and the location was fantastic. I did expect a bit more modern room, but it was clean and nice.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Samantha, Thank you for choosing to stay with us and for sharing your experience. Truly appreciate that you highlighting the excellent customer service provided by our staff. In regards to the room, as you might be aware that we are in the process of refurbishing all our rooms and they're being done in stages. We have completed 50% of our room inventory and the rest will be completed later on this year. We hope to see you again in the near future and for you to try one of our refurbished rooms. Sincerely, Alex Mihardja Operational Project Manager

Allison G. Families - 10/01/2019 AccorHotels certified review
« Expected a little more »

First impressions count - and after a long train and tram trip in we found that despite our 2.15 arrival , our room wasn’t ready. We were given complimentary drink vouchers for the cafe next door however my 4 and 7 yo had had enough and needed a rest. We returned to the foyer to find it still wasn’t ready. We then had to wait until after 3pm to get into our room. Considering the hotel stay/experience was my Christmas present to my girls I feel they lost an hour in waiting around when they should have been enjoying their room or a swim.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Allison G., Thank you for staying with us and our sincere apologies that your accommodation was not ready on arrival. I can see that the keys to your room were cut at 14:57 pm and once again, our apologies for the delay in getting the room for you and your girls due to the later departure from the previous guest. Once again our sincere apologies and please do not hesitate to contact myself if I can be of any further assistance in the future. Sincerely, Alex Mihardja Operational Project Manager

Pete Families - 10/01/2019 AccorHotels certified review
« good location, room was a bit old/dated needed repair/paint bath tub rusty »

as above, couches in room foyer area also old, well used. Customer service good

Our hotel has responded to the review
Our hotel has responded to the review

Dear Pete, We thank you for your time in providing a feedback after your recent stay with us. Thank you for being positive in what we do well and for bringing to our attention what we can change. I appreciate you highlighting our team’s professional attitude to customer service and will pass your encouragement on to them. Pete, as you might be aware that we are in the process of refurbishing our rooms and they are being done in stages. We hope to see you again in the near future and for you to experience our newly refurbished rooms. Sincerely, Alex Mihardja Operational Project Manager

Anonymous Families - 10/01/2019 AccorHotels certified review
« A fantastic location, friendly, modern and clean experience. »

we had a great time in Melbourne thanks to the well located Swanston Hotel which provided easy access anytime of the day. Staff were always helpful and friendly, a we felt comfortable with the new modern and clean room provided for the family and fairly priced. Will not hesitate to rebook there in future trips . Thanks.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Pasquale, Thank you for staying with us recently and for sharing your most positive experience. We are absolutely delighted to read that you enjoyed all aspects of your stay with us. We look forward to welcoming you back in the near future for another great stay. Sincerely, Alex Mihardja Operational Project Manager

Paul C. Couples - 10/01/2019 AccorHotels certified review
« Sorry but I wasn’t happy with the stay. »

Paid for an upgrade but had a room with noisy air conditioning and a rattle in the wall that sounded like water hammer rattling approximately every 10 minutes. Kept me awake from 3.00am

Our hotel has responded to the review
Our hotel has responded to the review

Dear Paul C., Thank you for choosing to stay with us recently and our sincere apologies that we were unable to provide you with a thoroughly comfortable & enjoyable stay on this occasion. I can see that you had access to the room at 11.30 am, but the sound must not be noticeable during the day hence it was not reported to us earlier. Allow me to apologize that your visit was not entirely enjoyable. If I can assist with any future plans and add some value please do not hesitate to contact myself. Sincerely, Alex Mihardja Operational Project Manager

Family - 10/01/2019 TripAdvisor review
« Guaranteed 2pm check in didn’t happen »

Arrived at hotel at 2.25 for 2pm check in with two young children. Room not ready. Given complimentary drinks vouchers to go to nearby cafe and fill in time. Returned to hotel 30 min later - room still not ready. Had to wait in foyer with tired kids until it was. Room itself was terrific. Clean, spacious. Pool area is not as photos show. It’s small and in need of a good clean/overhaul. Tiled steps in pool have sharp edges - my 7 yo cut her shins on them. Buffet breakfast was fantastic. Great variety. Staff were professional, pleasant and helpful. I recommend calling ahead if you want 2pm check in to advise them you will be there. Despite guaranteed 2 pm check in time - you may not get it!

Our hotel has responded to the review
Our hotel has responded to the review

Dear Jet154443, Thank you for sharing your detailed feedback after your recent stay with us. We apologize that there was a delay in getting your room ready by 2PM. We endeavor to get the room ready by the guaranteed time of 2pm, though sometimes due to circumstances, i.e: previous guest departed later or issues with rooms that needed attention prior to being released to the next guest, etc. Once again, our sincere apologies that we were unable to provide you with a thoroughly comfortable & enjoyable stay. We appreciate you highlighting the aspects of your stay that we do well & what we can improve on. We hope that we can still look forward to welcoming you back in the future for a better experience. Kind regards, Alex Mihardja Operational Project Manager

Amy Families - 09/01/2019 AccorHotels certified review
« Great location, and overall well worth the stay »

Very friendly staff.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Amy , Thank you for choosing to stay with us recently and for your time in sharing your positive review, greatly appreciated. We look forward to welcoming you back on your next visit to Melbourne. Sincerely, Alex Mihardja Operational Project Manager

Matt Families - 09/01/2019 AccorHotels certified review

Friendly staff, nice pool.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Matt, We thank you for your time in providing a review. Appreciate your kind words on the friendliness of our staff, as well as our pool. We look forward to your next visit. Sincerely, Alex Mihardja Operational Project Manager

Sam M. Families - 09/01/2019 AccorHotels certified review
« Very nice although let down in rooms being seviced »

Great except when needed something for the room. Had to call 4 times over 5 hours

Our hotel has responded to the review
Our hotel has responded to the review

Dear Sam M., Thank you for staying with us recently and for sharing your review. Apologies that your stay was negatively impacted by the sub-standard of your room being serviced. Rest assured that I have personally addressed your concern to our Executive Housekeeper for his urgent attention. We hope to see you again for a better experience. Sincerely, Alex Mihardja Operational Project Manager

Robert H. T. Families - 09/01/2019 AccorHotels certified review
« Bedding was very hard. Parking a car was expensive. Room Key Cards Kept failing. I was signed up for Eco service without my approval hence room was not serviced. »

Hello, My bed was as hard as a rock. Ive never slept on such a hard surface. It left me with a very sore back and interrupted sleep. I finally was able to switch beds with my son and that bed was suitable. Car parking was very expensive and I had no prior notification to how high the price would be. It was a bit shocking. The Room Key Cards and Lift Cards kept failing and had to be redone multiple times. Someone at the front desk signed my room up for your Eco program. It was not serviced one day and my son and I came back to our room at 7pm having been out all day and were disappointed that this occurred. I would not recommend your hotel at this time.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Robert H. T., Thank you for taking the time to tell us about your experience at The Swanston Hotel Melbourne Grand Mercure. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Rest assured that I have addressed all your concerns to our relevant Department Heads for their urgent attention and investigation. If I can restore your faith in us in the future please contact me so I can help you make plans. Once again please accept my apology and thank you for being constructive with your review. Kind regards, Alex MIhardja Operational Project Manager

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