美居莫斯科阿尔巴特酒店 4 星

Dear Mr. C., Thank you very much for taking the time to complete our questionnaire. We are delighted to read how highly you valued our staff and we are very pleased to hear that you were satisfied with our location. Thank you for your exciting feedback once again. We do hope to see you again and soon at Mercure Arbat Moscow Hotel. Warmest regards, Anton Zachepitskiy Front Office Manager

Dear Mrs. Y. Thank you for your choosing Mercure Arbat Hotel and for taking the time to complete our questionnaire regarding your stay. We are delighted to see how highly you valued the service provided because it’s the greatest reward for all our team. If you have any requests or remarks during your stay at the hotel, please be so kind to contact our Duty Manager by dialing 111 – and we will do our best to make your stay the most memorable one! We would be very grateful if you could provide us with more detailed information on the points you were dissatisfied with. I will appreciate a lot if you send your comments to H7… We will be happy to welcome you at Mercure Arbat Moscow! Warmest regards, Anton Zachepitskiy Front Office Manager

Dear Mr. Z., Thank you very much for taking the time to complete our questionnaire. We are delighted to read how highly you valued our service. We do hope to see you again and soon at Mercure Arbat Moscow Hotel. Kind regards, Anton Zachepitskiy Front Office Manager

Dear Qingfeng Z., We very much appreciate your comments regarding your stay at the Mercure Arbat Moscow. 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. You mentioned that you didn’t like your room. Mercure Arbat Moscow hotel is located in the historical building of 19th century that is a part of Moscow architectural heritage. So all rooms are different. But if a guest doesn’t like a room we are always ready to offer another one if there is available. It’s a pity that you didn’t inform our reception about that. We do hope to see you again and soon at Mercure Arbat Moscow Hotel. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Alexandra Abdulova Front Office Manager Mercure Arbat Moscow

Dear M. Mei, Thank you for your choosing Mercure Arbat Hotel and for taking the time to complete our questionnaire regarding your stay at our hotel. I would like to bring my deepest apologies that the service performed by our team did not meet your expectations and we failed to provide you with a comfortable stay with us. Regarding your room, kindly let me inform you that Mercure Arbat Moscow hotel is located in a historical building of 19th century that is a part of Moscow architectural heritage. This is why size and layout of our rooms vary a lot. We have added all your preferences about room in our system, so next time, we will do our best to provide you the room, which can meet all your expectations. I would like to assure you that we have provided an additional training for our team to avoid such miscommunication in future. Thank you for your remarks about breakfast. It is so sad that we could not know that while you were staying with us, so we could understand better where the improvement must be brought. At our buffet breakfast we offer a variety of hot and cold dishes, porridge, omelets, scramble and fried eggs, sausages and bacon, hash brown, roasted tomatoes, beans, sliced cold cuts, smoked white fish and salmon, selection of cheese, fresh bread and pastries, cornflakes, muesli and nuts, yogurts and other milk products, fresh fruits and vegetables, variety of juices, mineral water, your favorite type of coffee – Americano, Espresso, Latte or Cappuccino, selection of tea, hot chocolate drink and sparkling wine. There is also continental breakfast in the room or you can choose breakfast a-la-carte menu available at our bar till noon. We highly appreciate your loyalty to Accor and according to Le Club Accor Program Policy points for your Pacific Ocean region card were properly credited for your stay, though all other benefits are valid with your card only in that region. M. Mei please accept additional 2000 bonus points to your loyalty card as a gesture of good will from our side. At Mercure, we strive to provide a superior service for every guest; therefore we have taken your feedback into consideration to work better on relations with our guests. Please next time when you decide to book our hotel contact me directly and your stay will be under my personal control. We sincerely believe that we will have a chance to welcome you back at Mercure Arbat Moscow Hotel. Best regards, Irina Nacharova General Manager Mercure Arbat Moscow