Mercure Sydney Parramatta

I tried to call daily prior to arrival to inform the hotel that one member of party wasn't coming and we would like to cancel one of the 3 rooms booked, I got hung up on everytime.
On arrival, there was confusion about the rooms, despite having 3 rooms booked, the staff member tried to tell us there was only 1 room available.
The rooms (one with 2 double beds and one with one double bed) particularly the bathrooms, were dirty and stank of cigarette smoke.
The room service menu said room service was available, between 5pm and 9pm. After arriving back with a tired, hungry child from a show, we tried to call room service and the restaurant for 20 mins, eventually calling reception to be told there was no room service or restaurant on the weekends.
Every staff member we encountered was rude and dismissive. Giving it 1 star as giving O stars isn’t an option for the money we paid. The best part was having a maccas right across the road for when we discovered there wasn’t room service.

Friendly helpful staff.
Disappointed in the rooms, first room TV wasn't working, no exhaust fan, furniture dated. We got moved to another room "renovated room" sink was was leaking all over the floor, no cold water in the shower only pressure on boiling hot. We were unable to shower. For a renovated room this is really disappointing.

First room no hot water, second room got moved to no power to power outlets to make coffee , or use hair dryer, no power to tv. paint falling off the ceiling. old rooms in need of renovation . The manager told me they will give back 50% of my payment after I complained about both rooms.

room1. Very bad. no hot water . moved to new room.
room 2 no power to all power points. no hot water for tea or coffee. no power to tv. paint falling off ceiling.
I recieved a partial refund and parking fee, thank you .The manager and staff are all polite .

We booked this after reading the reviews but we were very disappointed. Room had a damp mould smell. No room service as advertised, gym was shut, no information in room. I’m a little confused why we were charged a holding fee for incidentals when nothing was available. There was also big stains on the carpet and the windows had black mould growing on the seals.

The staff were DISGUSTINGLY rude, coughed over our food, which is absolutely disgusting in this day and age. We had 1 towel for a 4 bed hotel room, took 40mins to get 3 more towels. And I’m top of that didn’t answer the phone, and we rang the phone 4 times, didn’t get an answer once. No one available to fix the TV. But the shower was nice and warm thankfully, 😤