Mercure Resort Sanur 4 stars

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