Monsieur C., Nous vous remercions d’avoir pris le temps de nous écrire à la suite de votre séjour à Mercure Nottingham City Centre George Hotel. Nous sommes désolés que le service et la prestation n’aient pas été à la hauteur de vos attentes, et nous vous prions d’accepter nos plus sincères excuses. Les hôtels Mercure sont désireux de vous offrir la meilleure qualité de service pour vos séjours ; par conséquent, votre avis est très précieux. Soyez assuré(e) que les mesures nécessaires seront mises en oeuvre afin d’améliorer la qualité des prestations évoquées. De nouveau, nous vous remercions pour vos commentaires et espérons regagner votre confiance lors d’un prochain séjour. Dans l’attente de vous accueillir prochainement, nous vous prions de croire, Madame/Monsieur, en l’expression de nos sentiments les meilleurs. Kindest regards Chris Butler General Manager

Dear Mr. M., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler Hotel Manager

Dear Franck, Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Within all bedrooms there is a note which explains that since covid rooms staying for more than 1 night are not serviced automatically and only done upon request. This letter explains guests only need to call and speak to reception to make this request in the morning or in person when passing the reception desk. Many hotels are currently operating this way due to covid with most guests preferring to not have their room entered while they are staying with us. I am sorry should this have proven to have been a disappointment to you. We would however have been delighted to service your room should you have made the request. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler Hotel Manager

Dear guest, Thank you for your review. If the reception team are not dealing with another guest they will indeed speak to guests who drop their key into the fast check out box and in turn ask for the room number. I am sorry you have interpreted this in such a negative way. Due to a larger group booking having dinner in the hotel this did prevent service during certain times. This would be the same in any restaurant when a sitting is fully booked. I am therefore very sorry for any inconvenience caused and for this not being communicated to you in a better way. I thank you for your feedback which is gratefully received. I will certainly look to see how we can learn from this and improve our service levels going forward. Kindest regards Chris Butler Hotel Manager

Dear guest, Thank you so much for your review. Firstly, I would like to apologise for you not having received your complimentary drinks voucher as part of your Le Club level status. I do apologise for this. I understand these things can from time to time be missed but it is certainly not intentional. Please do not hesitate to mention it on check in at any hotel if they fail to hand you this voucher. I do however apologise again for us missing it on your last stay with us. As a hotel built in 1822 all of our rooms come in various shapes and sizes, even when comparing two rooms from the same room category. That is just the nature of a hotel of this age unlike modern hotels that build all rooms the same shape and size. I can see from your past stays you have booked a privilege room and classic double. Our privilege rooms are larger than classics so that may also have something to do with you experiencing different sizes of rooms when you stay. Thank you once again for your review. We really do appreciate this feedback. I very much hope we can welcome you back to Mercure Hotel Nottingham once again upon your next visit to the city. Kindest regards Chris Butler Operations Manager