Dear Valued Guest, Thank you for sharing your feedback following your recent stay at Mercure Singapore on Stevens. I am pleased to know you enjoyed our convenient location and found your accommodation comfortable. However, we regret that your arrival experience took longer than expected, particularly with only one reception counter attending to arriving guests at around 8 pm. We also acknowledge your feedback regarding the breakfast queue during the busy 8 am period, which unfortunately led you to seek an alternative at Killiney rather than enjoy breakfast at our restaurant. Please accept my sincere apologies for the inconvenience. Please be assured we are already working on improving queue management at both the Reception and Winestone restaurant, with a focus on streamlining guest flow and reducing waiting times during peak periods. Your feedback further reinforces the importance of these ongoing efforts, and I appreciate you bringing these areas to my attention. Thank you once again for your constructive feedback and continued support as an ALL member. We look forward to welcoming you back and providing you with a smoother and more enjoyable experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback and for your continued support as an ALL Platinum member. While I am pleased to know that your overall experience was satisfactory, I do apologise for the strong odour in your room which affected your comfort during the stay. Please be assured that this is not the environment we wish to provide for our guests, and we will look into your feedback with our Housekeeping and Engineering teams. I would also like to clarify that our hotel does not have designated floors for groups. Where possible, we endeavour to accommodate group travellers on the same floor to facilitate their arrangements. However, this is subject to room availability and overall occupancy. During periods of high occupancy, individual travellers may also be assigned rooms on the same floor as the group bookings to ensure efficient room allocation. We appreciate you bringing these matters to our attention. Your feedback is valuable in helping us identify areas for us to review and we hope to have another opportunity to provide you with a more comfortable experience on your next visit. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback regarding your experience at our hotel. We appreciate your comments about our location and understand that it may not be as convenient for all guests. The hotel does provide a complimentary shuttle bus to the nearest MRT Station, Stevens MRT and to Orchard Road. We hope to welcome you back in the future for another stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback. I am delighted to hear you found our hotel comfortable and enjoyed the wonderful views. Your kind feedback on our Room Attendant Xiang Dong has been shared with him. It is always our aim to provide a welcoming experience for our guests. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding your recent stay. I appreciate your comments about the comfort of our rooms and acknowledge your concerns regarding our location and room size. We strive to provide a functional space for our guests and value your insights. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback regarding your recent experience at our hotel. I sincerely apologize for the inconvenience you encountered during your check-in process. It is our priority to ensure that all guests feel welcomed and attended to, and I regret that we fell short in this instance. Your comments regarding staff demeanor is taken seriously and we have counselled the individual team member. We thank you for your patience and kind understanding as we continuously strive to improve our service quality. Thank you once again for your valuable input. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback regarding your recent stay at Mercure Singapore on Stevens. I am delighted to hear you enjoyed our location, comfort, and breakfast offerings. However, I sincerely apologize for the miscommunication regarding your refund request. I understand how important this matter is, and I encourage you to reach out to the booking platform for your refund. As the booking was not done directly with the hotel, the refund arrangements will have to be liased with the booking platform directly. I have also shared your feedback with our Front Office Manager for her to reach out to you to advise you on the next steps. Thank you for your patience and kind understanding. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding your stay. We are pleased to hear you enjoyed the cleanliness and comfort of your room. We appreciate your feedback regarding your arrival experience, as we continuously strive to enhance our guest experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your experience regarding your recent business trip. We are pleased to hear you had a positive stay with us during your time in Singapore. Your feedback on the WIFI will be reviewed. We look forward to welcome you back. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding our friendly service and the convenient location of our hotel. I am delighted to know that you had a positive experience during your stay with us. Your insights are valuable and I will review them with our team. Sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. We are sorry to learn of your concerns regarding the servicing of your room. Upon receiving your feedback, I had met with our Director of Housekeeping to understand better what had happened as this is not the standard practice of our hotel and our team is extremely diligent with this as the hotel has implemented our Clean for Green initiative as part of our sustainability initiative. Under this initiative, full housekeeping service is provided on alternate days to help reduce water and energy consumption and, consequently, our environmental impact. On non-service days, guests are still welcome to request fresh towels, replenishment of amenities or housekeeping assistance whenever required. Following a thorough review of our housekeeping records, we would like to clarify that your room was cleaned and inspected on 19 October in preparation for your arrival. On 20 October, our team was unable to service the room as the Do Not Disturb sign was displayed. We respect the privacy of our guests and our team is strictly not permitted to enter a room which is on Do Not Disturb. On 21 October, although it was a scheduled non-cleaning day as part of our Clean for Green initiative, our team attended to your request for room cleaning, and the room was serviced at 5:52 pm. We regret any misunderstanding regarding our housekeeping arrangements and appreciate the opportunity to clarify the matter. Your feedback is important to us, and we remain committed to providing a comfortable and pleasant stay for all our guests. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay. I am delighted to hear you found our staff to be kind and professional, contributing to your comfortable experience. Your kind recognition of Gopi from our Reception Team is greatly appreciated and will be shared with him. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback regarding your recent stay. I am pleased to hear you found the room clean and quiet, as well as the mattress comfortable. Your comments are appreciated as we continue to enhance our guests’ experiences. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind feedback regarding your stay at Mercure Singapore on Stevens. I am pleased to hear you found our hotel comfortable and enjoyed the quiet and peaceful surroundings. Your satisfaction is our priority. Sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. I sincerely apologise that your stay fell short of expectations, particularly after a long flight when a comfortable and hassle-free experience was most important. We regret that your room was not prepared according to your requested bedding configuration and the amenities were not properly checked. These are essential aspects of room readiness, and I understand how frustrating it must have been to encounter these shortcomings during a short overnight stay. I do also apologise for the response to your feedback at checkout. Please be assured that your feedback will be shared with our team to reinforce the importance of thorough room preparation, proper amenity checks and thoughtful service recovery. Thank you for bringing these matters to my attention. We hope to have another opportunity to restore your confidence in our hotel and provide you with a more positive experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your kind feedback regarding your recent stay experience. I am delighted to hear you found your stay comfortable and that our team, particularly our Room Attendant Shan Shan, left a positive impact on your experience. Your acknowledgment of her dedication and attention to detail is greatly appreciated, and we will ensure that her efforts are recognized. It is always our aim to provide a welcoming and accommodating environment for our guests, and I am thrilled you felt this during your time with us. We look forward to welcoming you back on your next trip to Singapore. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay with us. I am delighted to hear you found our location convenient and our staff friendly. Your kind mention of Agnes will be shared with her as it is truly meaningful for our Heartists when a guest appreciates their heartfelt care. It is always rewarding to know our efforts contribute to a pleasant experience for our guests. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your heartfelt and detailed feedback, and for your continued trust in our team at Mercure Singapore on Stevens over your multiple visits. While I am grateful for your kind words and continued recommendation of our hotel, I sincerely apologise for the prolonged waiting time and the readiness of your room and arrangements which you had communicated to us in advance, particularly given your mobility needs and the importance of your comfort and safety. I fully understand how exhausting this experience must have been, and this is certainly not the level of care and attentiveness we aspire to provide, especially to our returning guests who have placed their trust in us. The days leading up to and during your arrival, the hotel was operating at full occupancy, with rooms being occupied back-to-back and limited time available for housekeeping to prepare them for incoming guests. This unfortunately affected the timely preparation of your room and the special arrangements requested in advance. Nevertheless, we fully understand that this does not lessen the inconvenience you experienced, particularly given your mobility needs and the importance of having the necessary arrangements in place upon arrival. At the same time, I am truly heartened by your recognition of Noryn and Shahari from our Front Office team and Zhu He from our Housekeeping team, for their kindness, attentiveness and dedication in assisting you. Your appreciation for their efforts, as well as your fond memories of Ally, Shakira, Nelson and our other team members, means a great deal to us. I have shared your compliments with them and the wider team. Thank you for giving us the opportunity to turn a frustrating situation into a more positive experience through their genuine care and assistance. Your feedback also serves as an important reminder for us to strengthen our coordination and preparation, particularly when special requirements have been communicated ahead of arrival, so that our guests can enjoy a smoother, safer and more comfortable check-in experience. I am especially grateful for your continued loyalty, your recommendation of our hotel to your extended family, and your kind wishes for our team. We look forward to welcoming you and your family back to Mercure Singapore on Stevens, with the attentive care and warm hospitality you have come to expect from us. Wishing you good health and many pleasant travels ahead. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding the cleanliness and overall quality of your stay. We appreciate your kind words and hope to welcome you back to Mercure Singapore on Stevens in the future. Best regards, Piotr Kupiec General Manager