Dear Mr Samuel G. Thank you sincerely for your kind words and for your continued trust in Mercure Surabaya Grand Mirama. We are truly delighted to know that you consistently enjoy your stays with us. It is especially heartwarming to hear that one of our team members made your arrival more pleasant through her warm welcome and genuine smile. Although you may not recall her name, we will certainly share your thoughtful appreciation with our Front Office team. Recognition such as yours is truly meaningful to our colleagues and inspires us to continue creating warm and memorable experiences for every guest. We look forward to welcoming you back to Mercure Surabaya Grand Mirama and making your next stay just as enjoyable. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs. N. Happy Belated Birthday Thank you so much for taking the time to share such a beautiful and heartfelt review of your stay at Mercure Surabaya Grand Mirama. Hearing that your time with us added a wonderful memory to your birthday journey across East Java truly warms our hearts. Traveling solo can sometimes feel daunting, so we are immensely grateful that our team’s warmth made you feel safe, cared for, and right at home. We have personally passed along your special thank you to Ms. Rahel and our Guest Experience team. Ms. Rahel was delighted to know that the birthday cake surprise brought you so much joy—it was truly our pleasure to celebrate your special milestone with you! Ensuring a seamless journey for our guests—from pre-arrival communications to your final departure transfer to the airport—is always our goal, and we are thrilled that every detail met your expectations. Thank you once again for choosing to spend your birthday trip with us. We wish you a year ahead filled with happiness, good health, and incredible new adventures. It was an absolute honor hosting you, and we sincerely look forward to welcoming you back for another memorable stay whenever your travels bring you back to Surabaya. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs, Karen S. Thank you very much for sharing your review with us! We are delighted to hear that you enjoyed the comfort of the accommodation, the delicious breakfast selection, and our pleasant pool area. However, we sincerely apologize for the issues and inconvenience you experienced regarding the air conditioning controls in your room. We understand how important a comfortable room temperature is for an enjoyable stay, and we regret that you had difficulty adjusting the temperature to your liking. Please be assured that your feedback will help us make improvements, ensuring that everything functions properly and is easy for future guests to operate. Once again, thank you for your valuable review. We truly appreciate your input and look forward to welcoming you back for an even more comfortable and seamless experience in the future. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Andika B. D. Thank you for taking the time to share your feedback regarding your recent business trip with us. We sincerely apologize for the confusion you experienced during check-out concerning your reservations through Tiket and our website. We understand how inconvenient it must have been to discover that the cancelled reservation through Tiket had been processed twice, while your website reservation remained active and was subsequently cancelled by the hotel. We also regret that the reservation details were not properly confirmed by our Front Desk team upon arrival, which contributed to the confusion and the room assignment. We are also sorry that one of the towels provided in your room did not meet our freshness standards. Although the other towel was in good condition, we understand that every item provided should meet the same level of cleanliness and quality. Please be assured that your feedback regarding the reservation handling, communication, room assignment, and housekeeping standards will be shared with the relevant teams for further review and improvement. We truly appreciate your understanding and hope to have the opportunity to welcome you back and provide a smoother and more comfortable experience on your next business trip. Sincerely, Didi FO Coordinator

Dear Mr Christopher D. Thank you for taking the time to share such detailed feedback regarding your recent stay with us. We sincerely appreciate your comments, as they help us identify areas where we can further improve our guest experience. We are pleased to know that you found the room satisfactory. At the same time, we regret that the bedside table design was not practical for your needs. We have also taken note of your comments regarding the Japanese restaurant, particularly your experience with the food and pricing, and will share this feedback with the relevant team for further evaluation. We sincerely apologize for the slow internet connection you experienced. We understand how important reliable and fast connectivity is, particularly for guests who may need to work during their stay. Your feedback will be shared with our relevant team for review. Regarding your experience at the outdoor bar area, we are sorry that mosquitoes affected your comfort. We will coordinate with the responsible team to review the pest-control measures in the area. We also appreciate your concern regarding the provision of drinking water. Our initiative to reduce single-use plastic is intended to support more sustainable practices, but we understand your point that limiting additional glass bottles may have led you to purchase plastic bottles elsewhere. Your feedback is valuable, and we will review how we can balance our sustainability efforts with our guests' needs and convenience. Lastly, we understand your concern regarding the difference in room rates between the ALL Accor booking channel and other online platforms. Room rates may vary depending on the platform, promotion, availability, and applicable terms and conditions. Nevertheless, we appreciate you bringing this to our attention and will share your feedback with the relevant team. Thank you once again for your honest and constructive feedback. We hope to have the opportunity to welcome you back and provide a more comfortable and satisfying experience on your next visit. Sincerely, Didi FO Coordinator

Dear Mrs Endang S. Thank you very much for sharing your positive feedback. We are delighted to know that you appreciated our strategic location and the attentive service provided by our team. We are also pleased to hear that you found the ALL Accor app informative and useful during your stay. As a valued ALL Accor Gold member, we truly appreciate your continued loyalty and trust in Mercure Surabaya Grand Mirama. Your kind words are a great motivation for our team to continue delivering warm, attentive, and personalized service to every guest. We look forward to welcoming you back to Mercure Surabaya Grand Mirama for another enjoyable stay. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs Kania R. A., Thank you for your positive feedback. We are pleased to know that you had a comfortable stay at Mercure Surabaya Grand Mirama during your business trip. We are delighted that our hotel could provide a pleasant and convenient experience to support your business visit. Your satisfaction is a great motivation for our team to continue delivering comfortable accommodations and attentive service. We look forward to welcoming you back on your next business trip to Surabaya. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Doc K. A. K., Thank you very much for taking the time to share your thoughtful feedback. We are delighted to know that you enjoyed the calm and green surroundings of Mercure Surabaya Grand Mirama, as well as the friendly and helpful service provided by our Front Desk team. We are especially pleased to hear that the welcome note on your mirror added a special touch to your stay. It is wonderful to know that these small details helped make your experience more personal and memorable. We are also glad that you enjoyed our delicious and diverse breakfast selection. At the same time, we sincerely appreciate your feedback regarding the service speed at our café bar. Your comment has been noted and will be shared with the relevant team as an opportunity for us to improve our service efficiency. Thank you once again for your valuable feedback. We look forward to welcoming you back and providing an even more enjoyable experience on your next visit. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs M., Thank you very much for sharing your positive feedback. We are delighted to know that you enjoyed your family stay at Mercure Surabaya Grand Mirama. We are pleased that you appreciated our strategic location in the city centre, the cleanliness and comfort of your room, as well as our breakfast selection. Your satisfaction is a great motivation for our team to continue providing a comfortable and enjoyable experience for every guest. We look forward to welcoming you and your family back to Mercure Surabaya Grand Mirama for another memorable stay. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Nicholas K. P. Thank you very much for taking the time to share such a detailed and thoughtful review of your experience at Mercure Surabaya Grand Mirama. We are delighted to know that you appreciated our strategic location, Guest Experience follow-up, concierge assistance, warm welcome at the entrance, and the smooth room-change process. We are especially pleased that our recently renovated Privilege Luxe Room in the Diamond Building provided you with a brighter, more modern, spacious, and comfortable experience. We sincerely apologize for the inconvenience you experienced during your first night in the Studio Suite, particularly regarding the shower water pressure, water temperature, and air conditioning. We appreciate your understanding and are glad that our team was able to assist with the room change smoothly. It is also wonderful to hear that you enjoyed our breakfast selection, especially the Soto Mirama, and that you were able to enjoy your ALL Accor+ Explorer Platinum benefits during your stay. Your suggestions regarding room allocation and clearly communicating room-upgrade options are highly appreciated. We will share this feedback with the relevant teams for further evaluation. Your comments regarding the “Smile & Greet” initiative are equally valuable. Creating a warm and natural welcome consistently across every touchpoint is an important part of the guest experience, and your feedback will help us continue coaching and developing our team. Thank you once again for recognizing our team's efforts and for your constructive suggestions. We are truly pleased to know that you found Mercure Surabaya Grand Mirama to be great value and that you would not hesitate to stay with us again, particularly in our Privilege Room at the Diamond Building. We look forward to welcoming you back to Mercure Surabaya Grand Mirama and providing an even better experience on your next visit. Sicerenly, Sugito Adhi Cluster General Manager

Dear Mr Heryanto O. Thank you for your continued trust and for choosing Hotel Mercure Surabaya Grand Mirama whenever you visit Surabaya. We are delighted to know that you enjoy our strategic location, dining experience, and especially our newly renovated rooms. It is truly rewarding to know that our renovated rooms have added to your comfort and that Mercure Surabaya Grand Mirama remains your preferred choice in Surabaya. We look forward to welcoming you back and providing another pleasant and memorable stay. Sicerenly, Sugito Adhi Cluster General Manager

Dear Mr Indra A. Thank you for taking the time to share your experience at Mercure Surabaya Grand Mirama. We are delighted to know that our convenient location in the Darmo area, seamless Smart TV connectivity, and generous breakfast selection made your short stay comfortable and enjoyable. We are also pleased that you enjoyed the outdoor terrace and found our hotel to offer great value for your stay in Surabaya. We sincerely appreciate your feedback regarding the pool water clarity and maintenance. Please rest assured that this has been noted and will be shared with our relevant team for further evaluation and improvement. Thank you once again for your recommendation. We look forward to welcoming you back for another pleasant stay in Surabaya. Sincerely, Sugito Adhi Cluster General Manager

Dear Gauri K. L. Thank you for taking the time to share such detailed and constructive feedback regarding your stay at Mercure Surabaya Grand Mirama. We are pleased to know that you had an overall decent stay. At the same time, we sincerely regret that several aspects of your experience prevented it from being as memorable as it should have been. We apologize for the inconvenience caused by the swimming pool being closed for maintenance during your visit. We understand how disappointing this can be, particularly given Surabaya's warm climate. Your feedback regarding maintenance scheduling and the importance of providing guests with advance information is well noted and will be shared with the relevant teams for further evaluation. We also appreciate your comments regarding the overall guest experience and the atmosphere you encountered. While operational efficiency is important, we fully recognize that genuine warmth, attentiveness, and personalized hospitality are equally essential in delivering an experience that reflects our positioning and standards. Regarding the smoke odor entering your non-smoking room from a neighboring room, please accept our sincere apologies. We understand that this can significantly affect comfort, and we will reinforce our non-smoking policy and monitoring procedures with the relevant teams to ensure greater consistency throughout the hotel. Your feedback regarding breakfast, maintenance planning, policy enforcement, and the overall sense of hospitality provides valuable direction for our continuous improvement. We truly appreciate your candid comments and hope to have the opportunity to welcome you back, allowing us to provide a more comfortable, attentive, and memorable experience. Sincerely, Sugito Adhi Cluster General Manager

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