Dear Darral, Thank you for taking the time to share your feedback with us following your stay. Please accept our most sincere apologies for the multiple distressing issues you encountered, especially regarding the recurring cold water issues, the shower handle coming off, and above all, the collapse of the sofa and the jarred back your wife suffered as a result. The safety and comfort of our guests are our absolute highest priorities, and we are deeply sorry for the pain and inconvenience this caused during your time with us. I am also truly sorry for the miscommunication and lack of follow-through regarding appropriate service recovery. While offering room changes or late departures are standard options, our team should have listened more attentively to your circumstances and followed up on a meaningful resolution as promised. I will be personally reviewing the details of your stay and reaching out to you directly via email so we can address this properly and make things right. In the meantime, our Chief Engineer has conducted an immediate inspection of the room to repair the plumbing fixtures and audit the furniture condition to ensure this remains an isolated incident. We deeply appreciate your patience and candor, and I look forward to connecting with you directly. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Wendy, Thank you so much for taking the time to share such detailed and thoughtful feedback following your stay in Room 122. First and foremost, I am personally touched by your kind mention. It was a true pleasure assisting you and showing you around the rooms for your family, and knowing that you plan to return to our resort means the world to us. We are also glad to hear that you appreciated our pricing, spacious room and bathroom layouts, generous storage, breakfast offerings, and prime location along Sanur Beach. At the same time, we sincerely appreciate the constructive observations you shared. Your loyalty and desire to see Mercure Bali Sanur Resort at its very best shine through your review, and we take every point to heart. The room maintenance items—specifically the bench repair, curtain replacement, linen and towel refreshing, and the daily cleaning of the garden area outside Room 122—have been handed directly to our Housekeeping and Engineering department heads for immediate rectifications. Furthermore, we have addressed your notes on pathway leaf sweeping, poolside glass clearing, and deep-cleaning the tiles near Breeze Bar with our Groundskeeping and F&B teams to strengthen daily training and supervision. Your practical recommendations regarding pool lounger cushion replacements, dedicated umbrellas and side tables, expanded lounger seating, and pool water temperature monitoring have also been shared directly with our Operations Management team for ongoing layout and service improvements. Thank you once again for your candid feedback and for helping us refine our guest experience. We look forward to welcoming you and your family back for an even more comfortable and polished stay on your next visit! Warmest regards, Samuel Theodorus Guest Experience Manager

Dear Bu Caecilia, Thank you for taking the time to share your review following your recent stay with us. We are pleased to hear that you enjoyed our convenient and strategic location. However, we sincerely apologize for your disappointment regarding the taste and flavor of our breakfast offerings. Your feedback regarding the food presentation and seasoning has been shared directly with our Executive Chef and Culinary team for immediate quality review and enhancement. We truly appreciate your constructive feedback, and we hope to have the opportunity to welcome you back to Mercure Bali Sanur Resort to provide you with a much improved dining and stay experience in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Roslyn, Thank you for taking the time to share your feedback following your recent stay with us. We are glad to hear that you enjoyed our prime beachfront location and the resort's natural surroundings. However, we sincerely apologize for the areas where your stay fell short, particularly regarding the condition of our facilities, the service at our bar, and the stock availability. Please rest assured that your comments have been addressed directly with our teams. Our F&B Manager is conducting retraining for our bar staff to enhance service standards and reviewing our daily inventory procedures to prevent basic drink shortages from recurring. Additionally, your notes regarding property upgrades have been shared with our Management and Engineering teams for our ongoing maintenance planning. We truly appreciate your constructive input, and we hope to have the opportunity to welcome you back to Mercure Bali Sanur Resort for a much seamless and improved experience in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Mr. Allan J., Thank you very much for sharing your wonderful feedback and for rating your stay so highly. We are delighted to know that you had an enjoyable stay and appreciated our helpful team, well-maintained room, and comprehensive breakfast selection. Your kind recognition of Kori, Rina, Yudi, and Doni is truly appreciated. We will gladly share your compliments with them as encouragement for their continued dedication. Thank you also for your loyalty as an ALL Accor Platinum member. It was our pleasure to have you with us, and we look forward to welcoming you back for another pleasant stay. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Karen, Thank you for taking the time to share your feedback following your 3-night stay with us. We are delighted to hear that you enjoyed our lovely tropical gardens and our beachfront setting. At the same time, we sincerely appreciate your candid feedback regarding our rooms. Please rest assured that your comments have been shared directly with our Management and Engineering teams as part of our ongoing property maintenance and upcoming upgrade planning. We truly value your insights, and we hope to have the opportunity to welcome you back to Mercure Bali Sanur Resort for a much more refreshed and comfortable experience in the future. Warm regards, Samuel Theodorus Guest Experience Manager

Dear Bruce, Welcome home! It is always an absolute honor and joy to welcome back such a loyal member of our family. Thank you so much for your incredible review and for calling Mercure Bali Sanur Resort your second home for over 20 years. Knowing that you appreciate our prime location along the widest stretch of Sanur's beach, our facilities, and—most importantly—the friendly dedication of our team means the world to us. Your continued loyalty is the greatest reward we could ever ask for. We are already looking forward to welcoming you back to your home away from home for many more wonderful years to come! Warmest regards, Samuel Theodorus Guest Experience Manager

Dear Kelly, Thank you so much for giving us a perfect rating! We are absolutely thrilled to hear that you always find Mercure Bali Sanur Resort warm and welcoming, and that you consider us a wonderful place to stay. Knowing that you enjoyed our beautiful gardens, comfortable room, well-maintained pools, and good restaurant offerings brings a huge smile to our team. It is always a pleasure having you with us, and we look forward to welcoming you back for another fantastic stay in the near future! Warmest regards, Samuel Theodorus Guest Experience Manager

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