Dear Anbarasu B. Thank you for taking the time to share such a wonderful and detailed review of your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you appreciated the friendliness and helpfulness of our team, as well as the spacious, clean, and well-lit room. It is equally rewarding to hear that you enjoyed our breakfast selection and found the quality of the food to be among the best you have experienced during your visits to cities across Indonesia. We are also pleased that your check-in and check-out processes were smooth and seamless. Knowing that Mercure Surabaya Grand Mirama has become your first choice for your next visit to Surabaya is truly the greatest compliment for our entire team. Thank you for your trust and kind recommendation. We look forward to welcoming you back and creating another memorable stay on your next visit to Surabaya. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Low P. H. Thank you for taking the time to share your experience at Mercure Surabaya Grand Mirama. We are delighted to hear that our hotel’s atmosphere made you feel comfortable and right at home, and that you found our strategic location helpful. Guest comfort and satisfaction are our top priorities, and your appreciation motivates our entire team to continue providing warm, friendly, and professional hospitality. We look forward to welcoming you back to Mercure Surabaya Grand Mirama and providing an even more memorable stay during your next visit. Sincerely, Sugito Adhi Cluster General Manager

Dear Beatta M. R. Thank you for taking the time to share your detailed feedback regarding your stay at Mercure Surabaya Grand Mirama. We are pleased to know that you experienced a quick check-in and that, overall, your stays with us have always been pleasant. We are also delighted that you enjoyed our exceptional breakfast offerings. We sincerely apologize for the inconvenience you experienced with the elevator access. We understand how frustrating it must have been to try the elevator twice without being informed that access to your room required using a different elevator. We will take this feedback as an important reminder for our Front Office team to provide clearer and more complete information during check-in, particularly regarding room access and elevator directions. We also regret that the refrigerator did not provide sufficient cooling. As this has been experienced previously, we will highlight this concern to our Engineering team for further inspection and appropriate follow-up to ensure the equipment functions properly. Thank you once again for your continued trust in Mercure Surabaya Grand Mirama and for helping us identify areas where we can improve. We look forward to welcoming you back and providing an even more comfortable experience on your next stay. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr, Arief A. Thank you very much for your warm review and kindness! We are delighted to hear that you enjoyed your stay and our hotel's strategic location. We will certainly share your special appreciation directly with Rahel, Ruth, and Rufus. Their dedication to providing excellent service is a source of pride for us, and your praise will undoubtedly serve as a wonderful boost to their morale. It has been an honor to be part of your cherished memories. We eagerly look forward to welcoming you back for another equally memorable stay on your next visit! Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Muhammad B., Thank you very much for your wonderful feedback! We are delighted to know that you enjoyed our convenient location, great food, excellent service, and comfortable stay. We truly appreciate your kind words and are happy to hear that you found your experience worth every penny. We look forward to welcoming you back to Mercure Surabaya for another enjoyable and memorable stay. Sincerely, Sugito Adhi Cluster General Manager

Dear Mayestica D. J. Thank you very much for sharing your wonderful feedback following your 3-day, 2-night stay with your mother at Mercure Surabaya Grand Mirama. We are delighted to hear that you enjoyed your stay in our Privilege Twin Room and appreciated its spacious, modern, and clean environment. It is also wonderful to know that you found the bedding comfortable, enjoyed a restful sleep, and appreciated the quiet atmosphere and effective blackout curtains. We are equally pleased that you enjoyed our sumptuous breakfast buffet and experienced the warm and welcoming hospitality of our team. Your kind words are truly appreciated and will certainly be shared with our colleagues as encouragement to continue delivering attentive and genuine service. We are grateful for your trust in choosing Mercure Surabaya Grand Mirama and look forward to welcoming you and your mother again for another memorable stay. Sincerely, Sugito Adhi, Cluster General Manager

Dear Mrs Galuh W., Thank you for sharing your positive feedback regarding your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you appreciated our strategic location, enjoyed the breakfast selection, and found your room clean and comfortable. Your kind feedback is truly appreciated and serves as an encouragement for our team to continuously maintain and improve our service standards. We look forward to welcoming you back to Mercure Surabaya Grand Mirama for another pleasant stay Sincerely, Sugito Adhi, Cluster General Manager

Dear Muk C., Thank you for taking the time to share your experience with us. Please accept our sincere apologies for the inconvenience and disappointment you experienced during your stay. We are truly sorry to learn that the refrigerator in your room was not functioning properly and, more importantly, that you reported the issue twice but did not receive an appropriate response before your departure. We fully understand your frustration, especially as this resulted in you having to discard the yogurt you had brought with you. Your comments regarding our complaint handling are taken very seriously. The lack of follow-up from our team is certainly not the level of service we aim to provide, and we regret that we failed to respond to your concern in a timely and appropriate manner. We have shared your feedback with the relevant departments for further review and improvement, particularly regarding communication, follow-up, and escalation of guest complaints. We also understand your concern that if a more serious issue had occurred, the lack of response could have had a greater impact. Please be assured that your feedback is an important reminder for us to strengthen our service standards and ensure that every guest concern is properly acknowledged and followed through until resolution. We sincerely regret that this experience did not reflect the hospitality and service standards we strive to deliver. We hope you will give us another opportunity to restore your confidence and provide you with the attentive and comfortable stay you deserve. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs Nina H., Thank you for taking the time to share your wonderful review of your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed our convenient location and found your room comfortable. It is also great to hear that you had the opportunity to experience the lively Car Free Day on Sunday morning right in front of the hotel, along with the wide variety of delicious local street food available nearby. We are glad that our location added to the enjoyment of your visit. Your kind words mean a great deal to our team and encourage us to continue delivering memorable experiences to all our guests. We look forward to welcoming you back to Mercure Surabaya Grand Mirama for another pleasant stay in the near future. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Muhammad U. B., Thank you for taking the time to share your detailed feedback regarding your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed the room decoration and appreciated the complete in-room facilities provided, including the amenities, entertainment options, Wi-Fi, and other conveniences. We are especially pleased to hear your positive comments about the quality of our bathroom amenities. We believe that attention to small details can create a more memorable experience for our guests. We sincerely appreciate your valuable feedback regarding the refrigerator condition and the presence of a small cockroach in room 728. Please accept our sincere apologies for the inconvenience caused. Your comments have been shared with our Housekeeping and Engineering teams for immediate follow-up and further inspection to ensure similar issues can be prevented in the future. Thank you again for your constructive feedback and for giving us an overall rating of 8.5/10. Your suggestions are truly valuable as we continuously strive to improve our facilities and services. We look forward to welcoming you back to Mercure Surabaya Grand Mirama and providing you with an even better experience on your next visit. Sincerely, Sugito Adhi Cluster General Manager

Dear Heryanto O., Mr We very much appreciate your comments regarding your stay at the Mercure Surabaya Grand Mirama. 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, Sugito Adhi Cluster General Manager

Dear Ms Effi S., Thank you for sharing your wonderful review following your recent business stay at Mercure Surabaya Grand Mirama. We are delighted to know that you had a comfortable stay and enjoyed our well-appointed room, delicious breakfast, and convenient location. It is also a pleasure to hear that you experienced a smooth and fast check-in through our Accor member priority service. Providing seamless and personalized hospitality for our valued ALL – Accor Live Limitless members is something we truly take pride in. Your kind words are greatly appreciated and will be shared with our entire team as motivation to continue delivering exceptional experiences to all our guests. We look forward to welcoming you back to Mercure Surabaya Grand Mirama on your next trip. Sincerely, Sugito Adhi Cluster General Manager

Dear Ms A., Thank you very much for sharing your positive feedback following your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you found our team helpful and appreciated the well-managed and comfortable accommodation we provide. Your kind words are truly appreciated and serve as a great motivation for our entire team to continue delivering attentive service and memorable experiences for every guest. We sincerely look forward to welcoming you back to Mercure Surabaya Grand Mirama for another enjoyable stay in the near future. Sincerely, Sugito Adhi Cluster General Manager

Dear Ms Beatta M. R., Thank you very much for taking the time to share your detailed feedback following your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed your room upgrade and had a pleasant experience with our spacious and well-maintained rooms. It is also wonderful to hear that our team was helpful and that you enjoyed our breakfast selection. We truly appreciate your constructive feedback regarding our team’s greeting and interaction with guests. We will share this with our colleagues as a valuable reminder to always maintain warm, proactive, and personalized hospitality whenever welcoming and assisting our guests. Regarding our swimming pool, we appreciate your comment and understand that every guest has different expectations. Your feedback will be taken into consideration as we continue to improve our facilities and guest experience. Thank you once again for your valuable feedback and for choosing Mercure Surabaya Grand Mirama. We look forward to welcoming you back for another enjoyable stay in the future. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Alexius L., Thank you for taking the time to share your detailed feedback following your stay at Hotel Mercure Surabaya Grand Mirama. We are pleased to know that you appreciated our spacious room and found your stay to be good value for money. However, we are truly sorry to learn about the condition of the welcome amenities and, most importantly, the issue you encountered with the drinking water bottle. We understand how unpleasant and concerning this experience must have been, and we sincerely apologize for the inconvenience and disappointment it caused. Please be assured that your comments have been shared with our Housekeeping and Front Office teams for immediate investigation and corrective action. We also regret that our response at the time did not meet your expectations. While our team may have intended to document the issue for internal follow-up, we understand that our priority should have been to address your concerns with greater empathy and care. Your feedback is invaluable as it helps us improve both our product quality and service standards. We sincerely hope you will give us another opportunity to provide you with the level of hospitality that Hotel Mercure Surabaya Grand Mirama is committed to delivering. Sincerely, Sugito Adhi Cluster General Manager

Dear Ms Josephine S. S. Thank you for taking the time to share your experience at Hotel Mercure Surabaya Grand Mirama. We are delighted to know that you found your room clean and comfortable, and that you enjoyed our delicious breakfast. Your kind words are truly appreciated and serve as great motivation for our team to continue delivering exceptional service and memorable experiences. We look forward to welcoming you back to Hotel Mercure Surabaya Grand Mirama for another enjoyable stay in the near future. Sincerely, Sugito Adhi Cluster General Manager

Dear Chamila H. Thank you very much for your wonderful review and for choosing Hotel Mercure Surabaya Grand Mirama. We are truly delighted to know that you had a very good stay and enjoyed our strategic location, comfortable accommodations, and the hospitality of our team. We are especially grateful for your loyalty as a Gold member. Your continued trust means a great deal to us, and it is rewarding to know that you plan to stay with us again on your future trips to Surabaya. We look forward to welcoming you back and providing you with another memorable experience that exceeds your expectations. Sincerely, Sugito Adhi Cluster General Manager