Mercure Surabaya Grand Mirama 4 stars

Dear Mr Heryanto O. Thank you very much for sharing your wonderful review regarding your recent stay at Hotel Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed our newly renovated room, the breakfast selection, and had a comfortable stay with us. Your recommendation means a great deal to our team and serves as motivation for us to continue delivering memorable experiences to all our guests. We would also like to extend our sincere appreciation for your loyalty as an ALL – Accor Live Limitless Platinum Member. It is always our pleasure to welcome and serve our valued members, and we are grateful for your continued trust in Accor and Mercure Surabaya Grand Mirama. We look forward to welcoming you back for another enjoyable stay in the near future. Sincerely, Mr Sugito Adhi Cluster General Manager

Dear Mr. Hero G. C. Thank you very much for taking the time to share such a detailed review of your family vacation in Java, and for your continued trust in the Accor hotel chain for your accommodations. First and foremost, as the management of Mercure Surabaya Grand Mirama, we would like to extend our deepest apologies that your family's stay was not smooth and failed to meet the guest recognition and comfort standards you are accustomed to at other Accor properties. Regarding the points of inconvenience you experienced, here are our evaluation steps and commitment to improvement: Check-In Process on Second Visit (June 12): We deeply regret this miscommunication. Since you had already completed the administration and payment process on your first arrival (June 7), our Front Desk team should have been able to immediately prepare your room key (express check-in) without making you wait and repeating the process. This is a harsh internal review for our team in managing repeat bookings. Cigarette Odor in Suite Room & Room Policy: We deeply apologize for the airborne discomfort that affected your children. We would like to clarify some inaccurate information from our staff: our hotel has a clear separation of the smoking and non-smoking floors. Service Recovery Solution: We recognize that simply installing an air purifier for a few hours is not an ideal solution for families with children, especially during peak hotel periods. We will reevaluate our team's responsiveness to provide alternative solutions that are more responsive to families' needs in the future. Your valuable feedback regarding communication, room type transparency, and guest recognition will inform our management's comprehensive evaluation. We are committed to continuous improvement to once again be trusted as one of your family's preferred accommodations. If you would like, we welcome further communication through our official hotel contact details to ensure your comfort in the future. We wish you and your family continued health and happiness. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Ismadi W. Thank you for taking the time to share your detailed feedback regarding your recent stay at Mercure Surabaya Grand Mirama. We are delighted to learn that you were impressed with our renovation improvements and enjoyed our strategic location. It is especially rewarding to know that, as one of our returning guests, you felt well taken care of by our team. Providing personalized service and paying close attention to our guests' needs are among our highest priorities, and your kind words will certainly be shared with our colleagues. We also appreciate your feedback regarding the air conditioning temperature adjustment in your room. Please accept our apologies for any inconvenience caused. Your comments have been shared with our Engineering team for further review and improvement to ensure a more comfortable experience for our guests. Thank you once again for your loyalty and for recognizing the dedication of our team. We look forward to welcoming you back to Mercure Surabaya Grand Mirama for another memorable stay. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr, Agus P. Thank you so much for your five-star review and such wonderful appreciation for our hotel! We are delighted to read that you experienced impeccable service, comfort, and safety during your stay. Your special praise for Mr. Didik and Mr. Bagus Nugroho has been passed on directly to them. Your words of gratitude are a source of great pride and a source of encouragement for them and the entire team to always welcome every guest with a smile and sincere attention. We are also delighted to learn that you enjoyed the cleanliness and modern design of our rooms, our convenient location, and the deliciousness of our breakfast. It was a great honor to provide you with an overall "Very Good" stay. We all look forward to welcoming you back on your next visit with another round of exceptional service! Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Andy C. Thank you for taking the time to share your feedback regarding your recent stay with us. Please accept our sincere apologies for the disappointment you experienced, particularly regarding our valet service. We are truly sorry to learn that you were asked for money by our valet staff and that the service provided did not reflect the warm hospitality, professionalism, and courtesy that we strive to deliver. Your comments have been taken very seriously and will be shared with the relevant department for immediate review, coaching, and corrective action. We also regret that the room did not meet your expectations in terms of style and overall appearance. Your feedback regarding room upgrades is valuable and has been noted as part of our continuous efforts to enhance our facilities and guest experience. Thank you as well for highlighting the need for additional training for our valet team. Constructive feedback such as yours helps us identify areas where we can improve and ensure a better experience for all our guests. We appreciate your candid comments and hope you will allow us the opportunity to restore your confidence in a future stay. Warm regards, Sugito Adhi Cluster General Manager