Dear W., Thank you for staying with us and for sharing your feedback. I’m pleased to hear you enjoyed our location and had a comfortable overall stay. It was also lovely to see your kind mention of our manager. I appreciate your honest comments about the age of the property and the breakfast. We understand that these areas may not have fully met your expectations, and your feedback is valuable as we continue working on the guest experience. Thank you for choosing Mercure Queenstown Resort and for your 8/10 rating. We hope to have the pleasure of welcoming you and your family back to Queenstown. Warm regards, Gurjant Singh Assistant Manager

Kia Ora Xinjun, Thank you for your wonderful review! We're so pleased to hear you found your stay comfortable and enjoyed the facilities we provide. It's especially rewarding to know you'd like to stay with us again. We look forward to welcoming you back for another great stay! Warm regards, Alex Andrew Assistant Manager Mercure Queenstown Resort

Dear Shan T., Thank you for taking the time to share your detailed feedback. We’re very sorry to hear about the difficulties you experienced with your booking and check-in process. We understand how frustrating it must have been to be unable to extend your stay in the same room, especially after seeing availability for additional nights, and we apologise that we were unable to accommodate your request due to occupancy constraints. We also regret the delays you experienced with your room not being ready at the expected check-in time, as well as the lack of communication while you were waiting. We appreciate your patience during what sounds like a very frustrating experience, and we are truly sorry for the inconvenience caused. Thank you again for your feedback, which helps us identify where we need to improve. We hope to have the opportunity to restore your confidence in the future. Warm regards, Alex Andrew Assistant Manager Mercure Queenstown Resort

Hello Jiahuan, Thank you for your kind feedback. We’re delighted to hear that you enjoyed the hotel environment, spacious rooms, and found both check-in and check-out experiences smooth and efficient. We also appreciate your comments regarding parking and understand that it can feel a little tight at times. Your feedback is valuable and helps us continue to improve the overall guest experience. We hope to have the pleasure of welcoming you back again soon. Kind regards, Eva Scott Assistant/ Duty Manager The Mercure Queenstown Resort

Hello J., Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed our beautiful mountainside location, as well as the clean, tidy rooms and spacious layout. It’s always rewarding to know our guests appreciate both the scenery and the comfort we aim to provide. We truly appreciate your feedback and look forward to welcoming you back again soon! Kind Regards, Eva Scott Assistant/Duty Manager The Mercure Queenstown Resort

Hi Jue, Thank you for taking the time to share your experience with us. I’m sorry to learn that your interactions at reception left you feeling unwelcome — this is certainly not the impression we want any guest to have. We take concerns like yours very seriously. Our team is made up of people from many different backgrounds, and we are committed to providing a warm, respectful and inclusive experience to every guest, regardless of nationality or culture. I am very sorry that, during your stay, we did not meet this standard. If you do have any specific examples of interactions or concerns you wish to share with me, I would welcome a discussion around this. I do appreciate you acknowledging the kindness and support shown by one of our managers, and I will be sure to pass on your feedback. Your comments have been shared with our broader team to ensure our service and training continue to reflect the welcoming environment we strive to provide. Thank you again for bringing this to our attention. We genuinely value your feedback and hope we may have the opportunity to offer you a more positive and comfortable experience in the future. Marty Lamont General Manager

Dear D., Thank you for sharing your feedback with us. We’re delighted to hear that you enjoyed our location, pleasant views, and the terrace scenery. We also appreciate your honest comments regarding the room facilities, Wi-Fi connectivity, lift condition, and your suggestion for airport transfer services. Please be assured that your feedback has been shared with the relevant teams, as it helps guide ongoing improvements to our facilities and services. We truly value your input and hope to welcome you back to Mercure Queenstown Resort for an improved experience in the future. Warm regards, Gurjant Singh Assistant Manager Mercure Queenstown Resort

Dear Yuefeng, Thank you so much for your wonderful feedback! We’re thrilled to hear you found our Lake View Rooms great value for money and rated your stay 10/10. We hope to welcome you back again soon for another relaxing stay with those beautiful views. Warm regards, Lucy King-O'Donnell Duty Manager Mercure Queenstown Resort

Dear Tongkang, Thank you for taking the time to share your feedback with us. We’re very sorry to hear about your experience with the Wi-Fi and understand how frustrating it must have been to have difficulty connecting. We also apologise for the inconvenience caused by the power outlets being positioned far from the bed, which made charging your phone uncomfortable. Your comments have been shared with our management and IT teams as we continue to work on improving our Wi-Fi performance and room facilities. We truly appreciate your honesty, as feedback like this helps us identify areas where we need to do better. Thank you again for staying with us. Kind regards, Gurjant Singh Assistant Manager Mercure Queenstown Resort

Dear Feiyang C., Thank you for your feedback regarding your recent stay. We are pleased that you enjoyed the beautiful views from the hotel. However, we regret to learn about the issues you experienced with the Wi-Fi connectivity. Your comments will be taken into consideration for future improvements. Best regards Alex Andrew Assistant Manager Mercure Resort Queenstown

Dear Qianqi S., Thank you for sharing your feedback regarding your stay. We appreciate your comments about the scenic views and the pool. We acknowledge your concerns about the location and the room condition, and we will consider your comments as we strive to enhance our guest experience. Best regards Alex Andrew Assistant Manager Mercure Queenstown Resort

Dear Ruirui T., Thank you for your kind words regarding the beautiful views and our dedicated service. We are delighted to hear that your experience was enhanced by witnessing the aurora during your stay. It really is special! We look forward to welcoming you again in the future. Best regards, Alex Andrew Assistant Manager Mercure Queenstown Resort

Dear Wen, Thank you for your lovely feedback! We’re so pleased you enjoyed our excellent location and found our front desk team helpful. We’ll be sure to share your kind words with them. We hope to welcome you back again soon. Warm regards, Gurjant Singh Assistant Manager Mercure Queenstown Resort

Dear Yuyan, Thank you for sharing your feedback. We’re sorry to hear that your stay did not meet expectations, especially on such a special occasion. Please accept our sincere apologies for the issues you experienced with room heating and the sauna setup — your comments have been shared with our maintenance and front office teams to ensure improvements are made. We always aim to make every guest feel welcome and valued, and we regret that we missed the opportunity to acknowledge your honeymoon. We appreciate your feedback and hope to have the chance to provide you with a much more enjoyable experience in the future. Kind regards, Gurjant Singh Assistant Manager Mercure Queenstown Resort

Dear Chen M., Thank you for taking the time to tell us about your experience at the Mercure Queenstown Resort. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Gurjant Singh Assistant Manager Mercure Queenstown Resort

Dear Yalan Z., Thank you for taking the time to share your recent experience at Mercure Queenstown Resort. I am truly sorry to hear that your stay did not meet your expectations, and I would like to extend my sincerest apologies for the inconvenience caused. We are especially concerned to learn about the issues you encountered — including unstable bathroom lighting, unclean bedding, and the delay in replenishing toilet supplies. Even more troubling is your experience at check-out, this kind of service is not what we strive for at the Mercure, Queenstown. Please rest assured that we are taking this matter seriously. We have shared your feedback with the relevant departments and are taking appropriate steps to address these shortcomings and ensure they do not happen again. At Mercure, we are committed to providing every guest with a comfortable and welcoming experience. Your feedback is invaluable in helping us improve. We truly hope to have the opportunity to welcome you back in the future and provide you with the high standard of service we are known for Sincerely, Alex Andrew Assistant Manager The Mercure, Queenstown Resort

Dear Lei, Thank you for your kind feedback. We're glad you enjoyed the lake view and our facilities. We appreciate your note about the elevator and will continue working to improve peak-time efficiency. We hope to welcome you back soon for another pleasant stay! Warm regards, Lucy King-O'Donnell Assistant Manager

Dear L., Thank you so much for sharing your feedback about your recent stay with us in room 243. I am Alfredo, the Front Office and Reservations Manager at Mercure Queenstown, and I truly appreciate you taking the time to let us know about your experience. I am really sorry to hear that the bed arrangement wasn\'t comfortable for you. We understand how important a good night\'s sleep is, and it sounds like we missed the mark this time. I also apologize for the inconvenience of the room location. Due to the layout of our hotel and having 148 rooms, some rooms are a bit further away, which can be a hassle sometimes. The issue with the shower drain is also concerning, and I regret that it affected your stay. Please know that we strive to solve issues on the spot if we are made aware of them. Your feedback helps us improve, and we have passed it on to our team to address these concerns. If you decide to visit us again, please reach out to me directly. I would love to personally ensure that you are allocated a room that meets your expectations and provides a more pleasant experience. We hope to have the opportunity to welcome you back and provide the exceptional stay you deserve. Warm regards, Alfredo Front Office and Reservations Manager Mercure Queenstown

Dear Ziyi, Thank you for sharing your experience with us! We’re delighted to hear you enjoyed the breathtaking lake and mountain views, as well as the delicious meals at our lake-view restaurant. Dining with such a stunning backdrop truly is a special experience! We understand that our location on the mountain can be a bit challenging for those without a car, and we appreciate your feedback. It is great to know you still made the most of your stay and enjoyed the unique atmosphere of our resort. We hope to welcome you back again for another memorable visit! Sincerely, Marty Lamont General manager Mercure Queenstown Resort