Dear Michael Thank you for taking the time to share your detailed feedback. We’re pleased to hear that our reception team were welcoming and that you appreciated being able to use the gym while waiting for your room. We sincerely apologise for the delay with your check-in and for the treadmill not being operational during your visit. We also appreciate your comments regarding the lighting and placement of the mirrors. We understand how important good lighting is, particularly when getting ready, and we’ll share your feedback with our team as we look at ways to improve. Thank you again for your valuable comments, and we hope to have the opportunity to provide you with a more comfortable and enjoyable experience on your next visit. Kind Regards Guest Relations Nikki

Dear Diane Thank you so much for your lovely feedback. We’re delighted to hear that Nikki and Priscilla made such a positive impression and that you enjoyed your room, breakfast and interactions with our reception team. We also really appreciate your understanding while the refurbishment works are in progress. We’re sorry, however, that the attentiveness and communication from our bar team did not meet the standard we aim for. We’ll certainly share your comments with the team, particularly regarding the communication of last orders. Thank you again for recognising the efforts of our team to make your stay enjoyable despite the ongoing refurbishment. We hope to welcome you back again soon! Kind Regards Guest Relations Nikki

Dear Bradley Thank you so much for your lovely review! We’re delighted to hear that you enjoyed our amazing breakfast and found our staff to be friendly and welcoming. We’re especially pleased to hear your kind words about Rose. We’ll be sure to share your compliments with her — it’s wonderful to know that her friendly and helpful service made a positive impression. We truly appreciate your feedback and hope to welcome you back again soon! Kind Regards Guest Relations Nikki

Dear Fiona Thank you for taking the time to provide such detailed feedback following your recent stay with us. We are pleased to hear that you enjoyed the breakfast, found our restaurant team friendly and helpful, and were happy with the quality of the shower. We will be sure to share your positive comments with the team. We are, however, very sorry that your experience was significantly affected by the level of noise from the adjoining rooms. While the hotel is currently undergoing refurbishment, we fully appreciate that a refurbished room should provide a comfortable environment, and we are concerned to hear how clearly conversations, music and other noise could be heard between the rooms. Your comments regarding the sound insulation and the possible routes through which noise is travelling are particularly useful and will be shared with our refurbishment and maintenance teams for further investigation. We are equally disappointed to hear about the way your concerns were handled. We appreciate that you approached reception to request a room move and that you had to return to reception before receiving an answer. More importantly, we acknowledge that a member of the management team should have followed up with you personally, particularly given the ongoing disturbance and the impact it had on your sleep. We sincerely apologize that this did not happen. Although our housekeeping team did speak with the neighboring guests and the music was reduced, we recognize that this did not resolve the wider issue of noise and that further intervention was warranted. Your feedback highlights two important areas for us to address: the acoustic performance of the refurbished rooms and our response when guests experience significant disruption. We are grateful that you have brought both to our attention and will use your comments to help improve the experience for future guests. Thank you again for your honest feedback. We are sorry that, despite the positive aspects of your stay, we did not provide the peaceful and comfortable experience you were entitled to expect. Kind Regards Guest Relations Nikki

Dear Findlay Thank you for taking the time to share your detailed feedback. We are very sorry that your room was not presented to the standard you should reasonably expect from us. We fully appreciate how disappointing it must have been to arrive and find so many of the expected amenities missing, alongside issues with the Wi-Fi, electrical sockets and air conditioning. We understand that, taken together, these issues had a significant impact on your experience. We are particularly grateful for your comments regarding Nikki. It is pleasing to hear that she listened to your concerns, handled the situation professionally and did everything she could to find a suitable resolution when an alternative room was unfortunately unavailable. We will certainly share your kind comments with her and the team. We also appreciate your acknowledgement of the 50% reduction and complimentary breakfast offered during your stay. While we are glad this helped to salvage your weekend to some extent, we recognize that compensation does not change the fact that the room fell short of expectations in several important areas. Your feedback has been shared with the relevant teams so that the missing amenities and maintenance issues can be investigated and addressed. We are grateful that you brought these matters to our attention, as this gives us an opportunity to improve. Thank you again for your honest feedback. We hope that, should you choose to stay with us again, we will have the opportunity to provide you with the experience you should have received on this occasion. Kind Regards Guest Relations Nikki

Dear Aaron Thank you for taking the time to share such detailed feedback following your stay. We are pleased to hear that you found our staff lovely and friendly. We really appreciate you highlighting this, particularly during what is an extremely busy period for the hotel while our refurbishment programme is underway. That said, we are very sorry that the condition and presentation of your refurbished room fell so far short of the standard you expected from a four-star hotel. The issues you experienced with the wardrobe, carpet fitting, door soundproofing, Wi-Fi and the positioning of the fridge are clearly not what we would expect from a newly refurbished room. We are also sorry that your Platinum member welcome amenity was not provided. We understand the importance of recognizing our loyal guests, and this should have been handled correctly. We appreciate that the hotel is currently undergoing significant renovation, but we certainly do not want this to come at the expense of our guests' experience. Your specific comments have been shared with the relevant teams so that these issues can be investigated and addressed. Thank you again for your honest feedback and for recognizing the efforts of our team. We hope that, once the refurbishment programme is complete, you will consider giving us another opportunity to demonstrate the standard of stay we aim to provide. Kind Regards Guest Relations Nikki

Dear Amy We’re very sorry to hear about your experience. We understand how frustrating and uncomfortable it must have been to have no hot water in the morning, especially when you were expecting a warm shower. This is certainly not the standard we aim to provide. We sincerely apologize for the inconvenience and will be looking into this issue to help prevent it from happening again. Kind Regards Guest Relations Nikki

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