Mercure Resort Sanur 4 stars

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