Dear Maria Thank you for taking the time to share your detailed feedback. We are genuinely sorry that your stay fell so far below the standard you should have experienced. We appreciate your comments regarding the condition of the room and the noise from the neighboring room, and we are sorry these issues affected your comfort. More importantly, we are deeply concerned to hear about what happened during the fire alarm evacuation. We sincerely apologize that you and your family felt you had to assist a fellow guest who was struggling to evacuate, and that the appropriate support was not provided by our team. We fully understand why this left you distressed and concerned about what could have happened in a more serious emergency. Your comments regarding the evacuation chair, staff response and level of training have been taken very seriously. These are matters where our guests must be able to rely on our team, particularly when someone requires additional assistance. We will be reviewing the circumstances of this incident and our emergency procedures and staff training to ensure that the appropriate support and equipment are available and that our team understands their responsibilities during an evacuation. We also understand your disappointment with the way your concerns were handled afterwards. We are sorry that the apology you received felt forced or insincere, and that the offer of points did not address the seriousness of what you experienced. We recognize that this was about much more than compensation. We are grateful that you and your family stepped in to help another guest, although we recognize that you should not have been placed in that position. Please accept our sincere apologies for the distress and disappointment caused. We hope we can learn from your feedback and make the necessary improvements. Kind Regards Guest Relations Nikki

Dear Cotton Thank you for your lovely review. We’re delighted to hear that your grandson had such a great time and that you enjoyed your stay as a special treat for him. We really appreciate your understanding regarding the renovations, and it’s wonderful to know that our team did everything they could to make your stay as comfortable as possible. We hope to have the pleasure of welcoming you and your family back again in the future. Kind Regards Guest Relations Nikki

Dear Walter Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed our convenient location, comfortable and spotless room, and the facilities provided. It’s fantastic to know you had such a great breakfast experience and that our team made you feel genuinely welcome. We really appreciate your kind words and hope to have the pleasure of welcoming you back again soon! Kind Regards Guest Relations Nikki

Dear Juan Thank you for sharing your feedback. We are sorry to hear that your stay did not meet the standards you expected from a 4-star hotel. We take your comments regarding the condition and cleanliness of the property very seriously, and we regret that you did not feel comfortable during your visit. We are pleased that you found our location convenient for transportation, but we understand that this was not enough to make up for the other aspects of your experience. Your feedback has been shared with the relevant teams as we continue to work on improving the property and guest experience. We sincerely apologize for the disappointment and hope we may have the opportunity to provide you with a much better experience in the future. Kind Regards Guest Relations Nikki

Dear Angela Thank you so much for your wonderful feedback. We’re delighted to hear that all four rooms were clean and comfortable, with great air conditioning and comfortable beds. It’s also lovely to know you enjoyed the breakfast. We’re pleased that, despite the hotel being busy with a convention, your stay was not impacted and you were still able to enjoy a relaxing visit. We also appreciate your positive comments regarding the parking and its reasonable rate for a city-centre location. Thank you again for choosing to stay with us, and we hope to welcome you and your group back again soon! Kind Regards Guest Relations Nikki

Dear Kevin Thank you for taking the time to share such detailed feedback. We sincerely apologise that your stay did not reflect the standards you expected from Mercure or the Accor brand. We are particularly sorry that your Accor status was not properly recognised at check-in and that there was confusion regarding the welcome drink. We understand how disappointing this is for a valued member, and we will share your comments with the relevant teams to reinforce the importance of being familiar with Accor benefits and providing consistent information. We also apologise for the shortcomings you experienced with housekeeping, including the lack of soap and the standard of room cleaning. Your comments regarding the condition of the rooms and the need for refurbishment have also been noted and will be shared with our management team. We are especially concerned to hear about your interaction with the front desk supervisor. Professional, courteous and helpful service should be provided at every level, and we regret that this was not your experience. We appreciate your acknowledgement of the hotel's potential and your constructive feedback. Your comments regarding training, communication, housekeeping and the overall guest experience are valuable, and we will use them to identify areas where we need to improve. We sincerely regret that we fell short of your expectations and hope we can have the opportunity to provide you with a more consistent and positive experience in the future. Kind Regards Guest Relations Nikki

Dear Peter Thank you for sharing your feedback. We sincerely apologise for the Wi-Fi issues you experienced during your stay. We understand how frustrating it must have been to have a connection in the corridor but not inside your room, especially after requesting a room change and finding that this did not resolve the problem. We appreciate you bringing this to our attention. Your comments have been shared with our team so that the issue can be investigated and improvements made. We are sorry that we were unable to provide a reliable connection during your stay and hope we can offer you a much better experience in the future. Kind Regards Guest Relations Nikki

Dear Isabel Thank you for your lovely feedback. We’re delighted to hear that you found your stay comfortable and convenient, especially while attending an event at the hotel. It’s wonderful to know that the room temperature was pleasant despite the hot weather. We hope to have the pleasure of welcoming you back again soon! Kind Regards Guest Relations Nikki

Dear Jonathan Thank you for your review, if we can help on any way please let us know! We look forward to seeing you again soon Kind Regards Guest Relations Nikki

Dear Jonathan Thank you for sharing your feedback. We’re pleased to hear that you found our central location to be a real positive. We’re sorry, however, that your Classic Double room felt smaller than expected and that, despite our refurbishment efforts, it still appeared somewhat tired. We also apologise for the inconvenience caused by the faulty key-fob entry device and the need to change rooms. Your comments are appreciated and will be shared with our maintenance and management teams as we continue to improve the condition of the property and guest experience. We hope to have the opportunity to welcome you back and provide a more comfortable stay. Kind Regards Nikki

Dear Mohamme Thank you for taking the time to share your feedback. We are very sorry to hear that your stay did not meet your expectations. The issues you experienced with the air conditioning, room facilities, towels, and unpleasant smells in the corridors are certainly not the standard we aim to provide. We also apologise that you felt the service was poor. We take your comments regarding cleanliness and the condition of the facilities very seriously and will share them with the relevant teams so they can be investigated and addressed. We appreciate you bringing these concerns to our attention and sincerely regret the inconvenience caused during your stay. Kind Regards Guest Relations Nikki

Dear Lily Thank you so much for your lovely review and for choosing to stay with us for a second time. We’re delighted to hear that you enjoyed the hotel and found our staff welcoming. It’s wonderful to know that you’re planning to return, and we look forward to welcoming you back again in the future! Kind Regards Guest Relations Nikki

Dear Peter Thank you for your review! We hope to see you again soon Kind Regards Guest Relations Nikki

Dear Risto Thank you for taking the time to share your detailed feedback. We’re pleased to hear that you enjoyed our central location, friendly staff, breakfast, and fitness facilities. We’re sorry, however, that the air-conditioning noise affected your stay, particularly during the very warm weather. We also apologise for the Wi-Fi connection issues you experienced. We understand how important a quiet room and reliable internet connection are, and we will certainly share your comments with the relevant teams so these matters can be addressed. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable stay. Kind Regards Guest Relations Nikki

Dear Valerie Thank you for taking the time to share such detailed feedback. We are sincerely sorry that your stay was so disappointing and, in particular, that several issues combined to make your visit exhausting and unpleasant. The problems you experienced with the room electrics, Wi-Fi, shower, and repeated key-card failures are clearly not acceptable. We also deeply regret the delays and confusion you encountered in the bar, including the payment issues and the misunderstanding at breakfast. We understand how embarrassing that situation must have been, and we apologise for the way it was handled. We are equally sorry to hear about the difficulties surrounding your duplicate booking and refund. We appreciate how frustrating this must have been, particularly when you had not received the expected confirmation. Your comments have been noted very seriously, and we will share them with our reception, housekeeping, maintenance, and food and beverage teams so that these issues can be investigated and improvements made. We understand that we fell well short of the standards you expected, and we sincerely regret that we have left you with such a negative impression. Kind Regards Guest Relations Nikki

Dear Muhammad Thank you for taking the time to share such detailed feedback. We’re very sorry to hear that your stay fell well short of your expectations. We sincerely apologise for the issues you experienced with the bathroom, WiFi, lifts and gym access, and particularly for the inconvenience of having to climb the stairs and return to reception several times. We understand your disappointment, especially when the room did not meet the expectations set by the photographs. Your comments are very important to us, and we will be sharing them with the relevant teams so these issues can be addressed. We hope you’ll give us another opportunity to provide the comfortable and hassle-free stay you should have received. Guest Relations Nikki

Dear Lester Thank you for your positive review. We’re delighted to hear that your overnight stay ticked all the relevant boxes and provided everything you needed before your flight. We hope to welcome you back the next time you’re travelling. Kind Regards Guest Relations Nikki

Dear Darren Thank you for taking the time to share your feedback. We’re delighted to hear that our reception team gave you a warm welcome and that you enjoyed your stay and our excellent breakfast. We’re sorry the room was warmer than expected due to the air conditioning not being as effective as it should have been. We appreciate you letting us know and hope to welcome you back again soon. Kind Regards Guest Relations Nikki