Dear Mr. John W., Thank you very much for taking the time to share such detailed feedback following your two-week stay with us, and for choosing to return as a valued guest. We are delighted to hear that our team was able to assist you promptly and effectively, particularly with your room change request and the late-night AC issue. It is also wonderful to know that our engineers resolved the matter quickly and followed up the next morning to ensure everything was in proper working order. Your kind recognition of our staff and the upkeep of our grounds means a great deal to us. At the same time, we sincerely appreciate your constructive comments regarding the room condition, shower water pressure, breakfast selection, and WiFi speed. Please be assured that your feedback has been shared with the relevant departments for review and improvement. Guest comfort is very important to us, and we are continually working to enhance both our facilities and services. We are grateful for your recommendation and hope to have the pleasure of welcoming you back again in the future for an even better experience. Warm regard, Samuel Theodorus Guest Experience Manager

Dear Sally, Thank you for sharing your feedback following your recent stay with us. While I am glad to hear that you enjoyed our excellent location and found the resort to offer good value for money, I am deeply concerned and disappointed by your experience with our dining options and customer service. Please accept my sincere apologies for the inconsistency in our meals and, most importantly, for the lack of care and responsiveness you encountered when you raised a complaint. Hearing that a guest's concerns were met with inaction completely contradicts our standards of service and hospitality. I assure you that every piece of feedback is vital, and our guests should always feel heard and cared for. I have addressed this matter directly with our Food & Beverage Manager to identify where the communication breakdown occurred. We are retraining our team on proper complaint-handling protocols to ensure that any issue brought up by our guests is addressed immediately, with the care and empathy it deserves. Your feedback regarding the meal quality has also been shared with our culinary team for strict quality control. We appreciate your honesty, as it helps us correct our flaws. I hope you will consider giving us another opportunity in the future to provide you with the seamless, attentive, and high-quality experience you truly deserve. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Mr. Michael M., Thank you very much for taking the time to share such a wonderful and detailed review of your recent stays with us. We are truly delighted to hear that you enjoyed your 12 nights with us and appreciated our great location, well maintained property, and the warm professionalism of our team. We are especially pleased to know that our housekeeping team made a positive impression during your stay, and your kind mention of Eka from Housekeeping and Rama at the Egg Station is sincerely appreciated. It is always rewarding for our team to receive such thoughtful recognition, and we will be sure to share your compliments with them. We are also glad that you enjoyed the comfort of your accommodation, breakfast experience, and the ease of booking through the Accor ALL App. Thank you once again for your kind words and continued trust in us as an ALL Accor Platinum member. We look forward to welcoming you back for another memorable stay in the future. Warm regard, Samuel Theodorus Guest Experience Manager

Dear Tracey, Thank you so much for taking the time to share your wonderful feedback and for awarding us a perfect 100/100 score! We are absolutely thrilled to welcome you back for your second stay and to hear that you continue to love your time with us. Knowing that our exceptional staff, great beachfront location, clean rooms, and comfortable beds all contributed to another fantastic holiday is the best reward our team could ask for. There is no greater compliment for us than a returning guest, and we are already excited to welcome you back home to Mercure Bali Sanur Resort this coming December! If there is anything we can do to make your next stay even more memorable, please do not hesitate to reach out to me directly. Warmest regards, Samuel Theodorus Guest Experience Manager

Dear Len, Thank you for taking the time to complete our guest satisfaction survey following your recent stay. I am glad you found our team polite and helpful, but I am deeply grateful for the specific conversation you highlighted regarding the towel quality. To address your point directly: hearing that another guest voiced these exact same concerns two years ago is a sobering wake-up call for us. It tells us that our internal system for tracking, escalating, and permanently resolving quality issues failed to break the cycle. I can assure you that your message has now reached the right people, and as the Guest Experience Manager, I am taking personal ownership of this breakdown. It is completely unacceptable that your floors went unswept and your sheets unchanged over a 7-day stay. I have confronted our housekeeping leadership team with your review to investigate this severe lapse in daily service and to enforce immediate operational accountability among our room attendants. More importantly, your feedback regarding the worn-out and stained bath and pool towels has been escalated directly to our senior resort management. We recognize that a standard linen sorting process is clearly not enough if compromised towels are still reaching our guest rooms. We are currently auditing our entire linen inventory this week and are accelerating an immediate replacement order for our bath and pool towels to finally resolve this issue for good. Thank you for your honesty and for refusing to let this pass. We are determined to prove to you and to our returning community, that your voices are heard and acted upon. I hope you will consider giving us another chance in the future to show you the genuine, high-quality Mercure experience you deserve. Best regards, Samuel Theodorus Guest Experience Manager

Dear Mrs. Tania R., Thank you very much for taking the time to share your detailed feedback following your stay with us. We are delighted to hear that you enjoyed our peaceful location in Sanur, the nearby beach walking track, and the relaxing garden surroundings. It is also wonderful to know that our team’s friendliness and willingness to assist contributed positively to your experience, and we truly appreciate your kind recognition of their efforts. We also value your honest feedback regarding the condition of the hotel, cleanliness, and breakfast selection. Please be assured that your comments have been shared with the relevant departments as part of our continuous improvement efforts to enhance our guest experience. Thank you for your loyalty as an ALL Accor Platinum member and for recommending us. We look forward to welcoming you and your partner back for an even more comfortable and enjoyable stay in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Mr. Fraser S., Thank you very much for taking the time to share such detailed feedback following your 12-day stay with us. We are delighted to hear that you had a great experience overall and that our team’s attentiveness, smooth booking process, cleanliness, breakfast selection, WiFi, and service quality all contributed to your satisfaction. Your perfect recommendation score and kind comments about our staff are truly appreciated, and we are glad to know that the entire team made a positive impression throughout your stay. We also appreciate your constructive feedback regarding the hot water in the shower. Please be assured that this has been noted and shared with our engineering team for further review and improvement. Your suggestion regarding sustainability and the option to choose daily linen changes is also very valuable and will be taken into consideration as part of our ongoing efforts to improve our environmental practices. It was a pleasure to have you with us, and we thank you for your loyalty as an ALL Accor Gold member. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Mr. Andre T., Thank you very much for sharing your detailed feedback. We are pleased to hear that you enjoyed your short business stay and appreciated the friendly, cozy atmosphere of the hotel, as well as the overall service from our team. It is also great to know that you were satisfied with the booking experience through the Accor ALL App, as well as the cleanliness, check-in and check-out process, and our sustainability efforts. We truly appreciate your kind recognition of our staff and are glad they contributed positively to your stay. At the same time, we are sorry to learn that certain aspects of your room experience did not fully meet your expectations. We regret that the room was located farther from the main lobby, in a less bright area, and that the pathway made it difficult to move your luggage comfortably. We also take note of your comment regarding the bathroom design, and we understand how this may have affected your comfort. Please be assured that your feedback has been shared with the relevant teams for review and improvement where possible. We value your loyalty as an ALL Accor Gold member and your recommendation of both the hotel and the loyalty program. We hope to have the pleasure of welcoming you again in the future for an even more comfortable stay. Warm regard, Samuel Theodorus Guest Experience Manager

Dear Mr. Gillian B., Thank you so much for your wonderful review and for giving us a perfect score following your recent stay with us. We are truly delighted to know that you enjoyed our beachfront location, beautiful gardens, comfortable rooms, and the facilities throughout the resort. It is especially rewarding to hear your kind compliments about our team’s friendliness and helpful service. Your appreciation means a great deal to all of us. We are also pleased that you found the resort peaceful while still offering all the amenities needed for a relaxing stay. Your comments regarding the cleanliness, breakfast selection, WiFi, and sustainability efforts are greatly appreciated. Thank you once again for choosing to stay with us. We look forward to welcoming you back for another memorable beachside getaway in the future. Warm regard, Samuel Theodorus Guest Experience Manager

Dear Mrs. Ni K. A., Thank you very much for taking the time to share your feedback with us. We are delighted to hear that you had a pleasant stay and that our team made a positive impression on you with their friendly and helpful service. Your kind words will certainly be shared with the entire team, as they will be encouraged to know their efforts were appreciated. We also appreciate your valuable comments regarding your overall experience, as they help us continue improving our services and facilities. It was a pleasure having you stay with us, and we hope to welcome you back again in the near future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Mr. Adam C., Thank you very much for taking the time to share such a detailed and thoughtful review. We are truly pleased to hear that you enjoyed the spacious and comfortable room, the beautiful beachfront location, our gardens and pools, and especially the efforts of our staff. Your kind words about our team mean a great deal to us. We also appreciate your honest feedback regarding the bathroom condition and the rain shower. We sincerely apologize for the inconvenience you experienced, and please be assured that your comments have been shared with our maintenance team as we continue working on improvements. It is wonderful to know that you found great value in your stay and that you would recommend us and return again. We very much look forward to welcoming you back in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Ms. Mandy D., Thank you for sharing your positive feedback following your recent stay with us. We are pleased to know that you enjoyed our beachfront location, as well as the friendliness of our team. It is also rewarding to hear that the variety offered at our buffet breakfast met your expectations and contributed to a pleasant start to your day. We truly appreciate your kind comments and look forward to welcoming you back for another enjoyable stay in the future. Kind regards, Samuel Theodorus Guest Experience Manager

Dear Bapak Wibi H., Salam hangat dari Mercure Bali Sanur Resort. Terima kasih telah meluangkan waktu untuk berbagi ulasan yang jujur. Sebagai sesama Heartist, masukan Anda sangat berharga bagi kami sebagai bahan evaluasi mendalam untuk meningkatkan standar kualitas properti dan pelayanan kami. Saya memohon maaf yang sebesar-besarnya atas pengalaman yang kurang memuaskan selama Anda menginap. Terkait kendala teknis di kamar mandi. Saya telah meneruskan laporan ini secara langsung kepada tim Engineering untuk segera diperbaiki agar tidak terulang kembali. Mengenai kualitas sarapan dan respon tim Concierge yang kurang membantu, hal ini menjadi perhatian serius bagi kami. Kami berkomitmen untuk selalu memberikan bantuan terbaik bagi tamu kami, dan saya akan melakukan koordinasi internal dengan departemen terkait untuk memastikan setiap staf kami memiliki inisiatif dan solusi yang tepat dalam melayani permintaan tamu, termasuk kebutuhan logistik. Kami sangat menghargai dukungan Anda sebagai bagian dari keluarga besar Accor. Besar harapan kami agar Anda memberikan kesempatan bagi kami untuk menyambut Anda kembali dengan pengalaman yang jauh lebih baik dan sesuai dengan standar Heartist yang kita banggakan. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Casper I., Thank you for taking the time to share such a detailed and constructive review of your stay. We are delighted that our lush, jungle-like gardens and the genuine smiles of our team made you feel welcome from the very beginning. It is also wonderful to hear that you found your bed exceptionally comfortable and our housekeeping standards to be spotless. I sincerely apologize for the technical challenges you faced with the air conditioning, safe, and TV. While I am glad our technicians were quick to assist, I understand how these recurring issues can be a distraction. We are currently reviewing our room maintenance checklists—specifically regarding showerheads and AC controls—to ensure a more seamless stay for future guests. Your feedback regarding our culinary offerings and tours is incredibly valuable. I have shared your comments with our Executive Chef to improve the variety and availability of our buffet selections and beachside snacks, such as the fresh fruit platters you suggested. Furthermore, we are looking into how we can better communicate our restaurant’s lunch and a la carte options to guests earlier in their stay. We appreciate your honesty and your adventurous spirit in trying the diving trip! We would love the chance to welcome you back—perhaps for a longer stay next time—to show you the improvements we’ve made. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Annette, Thank you for your perfect rating and for sharing such a wonderful summary of your stay. We are delighted that you found our beachfront location, quiet rooms, and beautiful gardens to be the perfect setting for your visit. I am especially pleased that you highlighted the variety of our breakfast and the service provided by Satya. He is a valued member of our management team, and I will be sure to share your kind words with him; he will be thrilled to know his friendly assistance made such a difference. Regarding our towel policy, we appreciate your cooperation with our sustainability efforts. By only replacing towels left on the floor, we are able to work together with our guests to reduce water and chemical consumption, helping us protect the beautiful environment here in Sanur. We look forward to welcoming you back to Mercure Bali Sanur Resort for another exceptional stay soon. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Pak Jan, Thank you for your incredible loyalty and for choosing Mercure Bali Sanur Resort as your "second home" for more than 25 years. It is a profound honor for us to have been a part of your journey for over a quarter of a century. The enduring relationship we share with guests like yourself is what truly defines the spirit of our resort. Knowing that we have provided a consistent sense of belonging and comfort for so many years is the greatest compliment our team could receive. It is always a privilege to welcome you back, and we look forward to many more years of hosting you here in Sanur. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Julie, Thank you so much for your heartwarming review and for your incredible rating. We are delighted that our beachfront location and family-friendly atmosphere provided the perfect setting for your stay with your toddler. I am deeply moved by your kind words regarding our support during your medical emergency. In moments of distress, our primary goal is to ensure our guests feel safe and cared for, and I am glad we could provide a sense of stability by coordinating your room extension and keeping in touch during your son’s hospitalization. Knowing that your family felt welcomed and supported upon your return means a great deal to me personally and to the entire management team. Your gratitude is the most meaningful reward we could receive. We are so pleased to hear that your son is doing better, and we look forward to the pleasure of welcoming your family back to your home in Sanur under much happier circumstances in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Jodi, Thank you for your generous rating and for taking the time to share your experience with us. We are pleased to hear that you enjoyed our guest rooms and had a very good stay overall. We appreciate your honest feedback regarding the bathrooms; we recognize that maintaining a modern standard is essential, and your comments have been noted as we plan for future property enhancements. I am particularly concerned to hear about the thorns on the lawn area in front of your unit. Please accept our sincere apologies for the discomfort this caused. Our landscaping team has been alerted to this issue to ensure that the grounds are meticulously cleared of any natural debris from the surrounding trees, ensuring our garden areas remain safe and enjoyable for all our guests to walk on. We value your feedback as it helps us improve, and we hope to have the pleasure of welcoming you back for an even more comfortable experience in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Simon D., Thank you for your wonderful review and for such a generous sentiment. We are thrilled to hear that you find our resort so close to perfection. It is a pleasure to know that you appreciated our "old world charm" and the tranquil beauty of our surroundings. We take great pride in maintaining that authentic Balinese atmosphere, and I am delighted that our spacious rooms and restaurant contributed to your enjoyment. Our team will be heartened by your kind words; being helpful and welcoming is at the core of what we do, and knowing we made your stay special is our greatest reward. We look forward to welcoming you back to your favorite spot in Sanur very soon. Warm regards, Samuel Theodorus Guest Experience Manager