Mercure Clear Mountain Lodge

A lot of little bugs/flies seemed to be getting in the bathroom through the vent but the pest control was very well done.
The air con unit could use a little maintenance, it was making a lot of noises.

Na

Renovations were going on and it was a bit of a ghost town, lots of scaffolding. But price reflected this. Pool opened whilst we were staying but was freezing so bit an option. Telephone in room didn’t seem to work so we went to reception to ask questions. Missed basics like Do Not Disturb signs for door and info about local things to do - am sure the renovation will address these - clearly running on small staff which is understandable. Very disappointed to be told that a late checkout (usually free if available) would cost $20 per hour after 10am.

Nothing!!!

Shower door doesn't stop water leaking out onto the tiles...might want to provide a few bathmats.
Oh and just to note for older people...the stairs are a bit of a downside...wouldn't be able to bring Mum with us anytime.

We didn't realise that half the resort is under construction. No pool access and we also booked a room with 2 queen beds and were given the key to a room with one queen bed and told the double rooms were under construction. We ended up with a single mattress made up on the floor for my son after over an hour wait in reception while they figured it out. Clearly the booking.com website hasn't been updated for this facility.

That it was under construction and we didn't find out until we got there. No pool access or to half the property and drop saws running most of the day. We also needed to leave early in the morning to be at a soccer game at 7am but were unable to leave as we were locked in as a result of our room being in a built in area. Reception was unmanned and we had to climb around fences and through bushes to try to get out. When we made it to the front desk much later, they later explained it's all locked until 7am. Lucky there was no emergency during the night!

Nothing

Just that every time you put the light/fan on in the bathroom, the fan pushed open a little cupboard door next to the toilet that had all pipes in. My child did let reception know on check out

Paid extra for an upgraded room of the mountains and lake and couldn’t see anything but roof and trees.

The welcome, was less than welcoming. The staff member did not greet us upon arrival, and when she did turn around to eventually acknowledge us, there was no genuine guest experience.

Most of the facilities were closed due to renovations. There was no price amendment in consideration of this. We were only told once we arrived. The 'pop up' restaurant was small and cramped. For breakfast, we sat in the only seat with a view outside, however the windowsill was full of dead bugs and dust.

The staff member that greeted us (Kylie), also wasn't prepared for our arrival. There is regular paperwork she obviously provides guests (i.e. map), that she highlighted and wrote on whilst we were sitting there waiting to get into the room. Things like "The phone lines in the rooms aren't working, so here is the main line to reception to use, when you call from your mobile". She then hand wrote, and highlighted the main reception number on the top section of the map. Now, if this is something thats required, wouldn't you have prepared a few ahead of time with this already done to just hand to people? It just felt like she intentionally made the process tedious, and unwelcoming, like as a guest, it was a burden that we had arrived. No offer of two keys. They are actual keys, not swipe cards.

She then explained the location of our room, and highlighted the way on the map. "Up the stairs" actually meant two flights of cramped concrete stairs. With heavy suitcases and no offer of help. Hopefully if you required an accessible room this is something they would consider and cater for...because it was definitely not accessible.

There was no mention of hours of the pop up restaurant, or that we had breakfast included in our reservation. We just checked the hours ourselves and found the restaurant the next morning hoping they knew it was included. Something she could have highlighted, and pointed out, and mentioned.

Obviously it's being renovated but I think the price reflects this.

There were ants around the fridge area, I mentioned it on check out and they were going to look at the issue immediately. Consideratng it’s next to a forest it’s understandable Judy may need pest management