Dear Paul, Thank you for your wonderful feedback and for your continued loyalty as an ALL Accor Silver and Accor Vacation Club member. I am delighted you enjoyed another comfortable stay and found our location convenient for Rosehill Racecourse. Your praise for our facilities, food and team is greatly appreciated. I will ensure your lovely comments about the team member who welcomed you are shared with her. It is also pleasing that the option to decline daily housekeeping suited your visit and that you valued its contribution to our sustainability efforts. I am sorry, however, that the restaurant and bar closure on Saturday evening left you needing to head out again after a long day. I understand your disappointment, particularly after enjoying your Friday evening meal and drink with us. Your suggestion to offer Saturday evening service is appreciated and will be considered when we review our food and beverage offering. We look forward to welcoming you back for your next visit. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Rebecca, Thank you for your feedback. I am sorry that several aspects of your room let down your family’s stay. Your comments about the shower temperature are particularly concerning, and I have asked our maintenance manager to check the shower/mixer in the room you stayed in on level 3. I have also asked housekeeping to address the bathroom vent in the same room. The vents and shower heads are unfortunately set under a bulkhead in some rooms, which makes the vents difficult to access, and the shower heads a bit low for taller guests. In trying to find a solution, we ended up installing handheld shower heads as well. This may not have been the solution for your husband, and I apologise. If your travels bring you back, we will try to ensure you are in a room with a higher shower head. I am sorry, too, that the beds were uncomfortable. I appreciate your suggestion that we make the bed sizes clearer in our room descriptions. Thank you for recognising our team and for your lovely comments about breakfast and the filtered water. I am pleased these were highlights, and positively impacted your stay. We hope to have the opportunity to welcome you back for a much-improved experience in the future. Warm regards, Riki Bourolias General Manager

Dear Roshan, Thank you for sharing your feedback. I am pleased you had a positive reception experience, but I sincerely apologise for the dust you noticed around the telephone, lights and corners of your room. Your room was on Level 2, which is scheduled for refurbishment in January. However, every room should be thoroughly cleaned and carefully checked, regardless of its refurbishment schedule. I will review your feedback with our Housekeeping Manager to ensure these areas receive closer attention. Thank you for bringing this to my attention. I hope we have the opportunity to welcome you back for a more comfortable stay. Warm regards, Riki Bourolias General Manager

Dear Karen, Thank you for sharing your feedback and for being an ALL Accor member. I am sincerely sorry that the condition and cleanliness of your room let you down. The worn carpet and bathroom issues you described fall below the standard you should expect, and I understand why you felt your stay did not represent value for money. Level 2, where you stayed, is scheduled for refurbishment in January 2027. However, this does not excuse the condition you experienced. I will review your feedback with our Housekeeping and Maintenance Managers so we can address the issues requiring attention now. I am pleased you enjoyed breakfast and rated our team highly. Should you consider returning, please contact me directly at Ri… I would welcome the opportunity to personally oversee your booking and provide a much better experience. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Katrina, Thank you so much for taking the time to respond to our guest survey and share with us some feedback on your recent stay at the Mercure Sydney Parramatta. It's great to read that you enjoyed your stay with us and I look forward to sharing your comments with the entire team. We aspire to provide friendly and efficient service and it's great to hear when our guests experience that. Once again, thank you for sharing your experience with us and we look forward to welcoming you again soon. Kind regards, Phoebe Le Assistant Manager

Dear Makeda, Thank you for sharing your feedback and for your loyalty as an ALL member. While I am pleased our location suited your stay, I am sincerely sorry that the condition and cleanliness of your room left you feeling disappointed with the value of your visit. The conditions you've described require attention. I will review these concerns with our Housekeeping and Maintenance Managers, including the bathroom ventilation. I also apologise that you expected a bath and your allocated room did not have one. I am sorry, too, that your breakfast experience was not a positive one. I will address this with our restaurant team, along with referring your Wi-Fi feedback for review. I appreciate you bringing these concerns to my attention. we hope we can welcome you back for a much improved experience in the future. Warm regards, Riki Bourolias General Manager

Dear Denise, Thank you for your wonderful feedback and for your loyalty as an ALL Accor Gold and Accor Vacation Club member. I am delighted that you enjoyed every aspect of your stay, from our friendly team and convenient location to your accommodation and dining experiences. It will be a pleasure to share your lovely comments with the team. We look forward to welcoming you both back for another excellent stay. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Amanda, Thank you for sharing your feedback. I am pleased you enjoyed our location, the cleanliness of your room and the friendliness of our team. I am sorry that your check-in was lengthy, and that your room upgrade fell below expectations. We should have made you feel more valued as an ALL Gold member. I also apologise that the food and slow service detracted from your stay. We are progressively refurbishing the hotel, and I appreciate your feedback about the areas that still feel tired. I hope we can welcome you back soon for a better experience. Warm regards, Riki Bourolias General Manager

Dear Russell D., We very much appreciate your comments regarding your stay at the Mercure Sydney Parramatta. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Team Mercure Sydney Parramatta

Dear Daniel, Thank you for sharing your feedback and for your loyalty as an ALL Accor and Accor Vacation Club member. I am sorry that the shower was difficult to operate and that the water temperature fluctuated. You should be able to enjoy a comfortable shower, and I will ask our Maintenance Manager to investigate these concerns. I also appreciate your comments about the dated appearance of your room. We are progressively refurbishing the hotel, and level 2 is scheduled for upgrades in January 2027. It is pleasing to hear that our night team member was helpful and that the beds were comfortable. I will share your kind feedback with the team. If you choose to return, we would welcome the opportunity to give you a much-improved experience on a future stay. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Ross, Thank you so much for taking the time to respond to our guest survey and share with us some feedback on your recent stay at the Mercure Sydney Parramatta. Its great to read that you enjoyed a your stay with us and I look forward to sharing your comments with the entire team. We aspire to provide friendly and efficient service and its great to hear when our guests experience that. Once again, thank you for sharing your experience with us and we look forward to welcoming you again soon. Kind regards, Mercure Team Sydney Parramatta

Dear Phil, Thank you for your thoughtful feedback and for your loyalty as an ALL Accor Gold and Accor Vacation Club member. I am pleased you enjoyed a warm welcome from our team and found your room spacious, clean and comfortable. I will gladly share your kind comments with them. I also appreciate your honest observations about the building, key card access and car park. We are progressively refurbishing the hotel, but ongoing cleaning and maintenance remain essential. I will review the car park’s condition and the difficulties you experienced with the room and lift access with our Maintenance Manager, along with your feedback about the Wi-Fi connection speed. Thank you for staying with us. We hope to welcome you back and provide an experience that better reflects both our team’s service and your expectations of Mercure. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Mark W., We very much appreciate your comments regarding your stay at the Mercure Sydney Parramatta. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Team Mercure Sydney Parramatta

Dear Christopher G., We very much appreciate your comments regarding your stay at the Mercure Sydney Parramatta. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Team Mercure Sydney Parramatta

Dear Najah, I am sincerely sorry that your family experienced such a disappointing stay. The dust on the bedside table and the condition of the carpet, including under the bed, fall below our housekeeping standards. Having to call four times for towels added to your frustration, and you deserved a more attentive farewell at check-out. I am particularly concerned about the extreme shower temperatures you described and the distress this caused. I will ask our Maintenance Manager to urgently investigate. I will also review the cleaning and service failures with our Housekeeping and Front Office Managers. I understand that the driveway exit restrictions added further inconvenience, unfortunately this is not something that is under our control. Thank you for bringing these concerns to my attention, we hope to have the opportunity to welcome you back for a more positive experience in the future. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Stephane, Thank you for sharing your feedback. I am pleased that everything went smoothly from arrival to departure and that you rated our team highly. I am sorry that the conditions of our corridors detracted from your stay. We are progressively refurbishing the hotel, and I will review the areas you highlighted with our Maintenance Manager to identify where attention is needed now. Thank you for staying with us. We hope to welcome you back and provide an improved experience. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Michelle, I am sincerely sorry that your second stay was disappointing in contrast to your previous visit. The upgrade you accepted should have been arranged, and you should have received accurate information about the beds before checking in. The comments you described about the sofa bed were also inappropriate and unhelpful. I am particularly concerned about the lack of hot water and how your concerns were handled. Whether the water felt warm enough to a team member did not resolve your family’s difficulty. You deserved a clear response, timely updates and follow-up to ensure you could shower comfortably. I am sorry this did not happen. We also should have advised you of the public holiday restaurant closure so you could plan your evening. Regarding the payment, I have reviewed your account and cannot see any outstanding or pending amounts. I have sent you another invoice from our system, however if there is still an issue, please feel welcome to contact me directly at Ri…, and I will investigate further for you. I understand your reluctance to return, however if you do choose to stay again, please feel welcome to contact me directly and it would be my pleasure to manage your reservation personally and ensure you a much more pleasant stay. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta

Dear Lolohea, Thank you for sharing your feedback and for your loyalty as an ALL Gold member. I’m very sorry that the air conditioning could not be fixed during your stay, leaving your family uncomfortable overnight. We should have explored an alternative room for you when the repair was unsuccessful. The air conditioning controller in that room was repaired today, although I appreciate this comes too late to improve your experience. Finding a baby bottle left by a previous guest is also unacceptable. I will follow this up with our Housekeeping team, as our cleaning and room checks should have identified and removed it before your arrival. Thank you for recognising Asena’s kindness and helpful service. I will gladly share your comments with her. I understand your reluctance to return. Should you reconsider, please feel welcome to contact me directly at Ri… It would be my pleasure to personally look after your booking and help ensure you enjoy the comfortable, welcoming stay you should have experienced this time. Kind regards, Riki Bourolias General Manager

Dear Kanush, I am sincerely sorry for the experience you described. Your concerns about payment, room preparation and a team member entering your room are serious and deserve careful follow-up. I am particularly concerned that an employee entered using a key card while you were inside. I understand how unsettling this would have been. Your privacy should be respected, and I will investigate the circumstances and review our room-entry procedures with the team. I have reviewed your account and can see that the incorrect card was charged (AMEX) and the payment on this was refunded. I am very sorry for this error, and you should not have had to identify and raise this concern yourself. Finding a large spider shortly after housekeeping serviced your room would have been unpleasant, and I am sorry. I will address this with our Housekeeping team, along with your feedback about having a clean room ready on time. We hope to have the opportunity to we4lcome you back for a more pleasant future stay. Warm regards, Riki Bourolias General Manager Mercure Sydney Parramatta