Mercure Edinburgh City Princes Street Hotel 3 stars

Dear James F., Thank you for your brief yet positive review! We're delighted to hear that you had a great stay and that your experience was wonderful. If you have any specific feedback or comments about what made your stay so enjoyable, please feel free to share. We always appreciate hearing from our guests and value your input. Thank you for choosing our establishment, and we look forward to welcoming you back for another wonderful stay in the future. Kind regards Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel

Dear geoffrey v., I am writing to express my sincere apologies for the disappointing experience you had during your recent stay at our hotel. Your feedback is extremely important to us, and I deeply regret that we fell short of your expectations in several areas. First and foremost, I want to apologize for the condition of your room. It is unacceptable that the room did not meet the standards that we aim to uphold. We take your comments about the shabbiness of the room seriously, and we will address the maintenance and cleanliness issues immediately. I also want to extend my apologies for the issues you encountered with the internet service. We understand the importance of reliable and fast internet access, and I regret that it was intermittent and slow during your stay. We are actively working to improve our WiFi infrastructure to provide a better experience for our guests. Regarding the dinner you purchased, I apologize for any miscommunication or misunderstanding. It is not our intention to mislead our guests, and we will review our communication and pricing procedures to ensure clarity in the future. Charging both the £22 of the deal and the item cost was indeed not the correct approach, and I apologize for this error. I will process full refund for the bill, which is £41.91 on the Mastercard ending 0597. Your feedback is invaluable to us, and we will use it to make immediate improvements in the areas you mentioned. We take guest satisfaction seriously, and we are committed to providing a better experience for our guests in the future. I hope you will consider giving us another chance to serve you in the future. If you decide to stay with us again, please feel free to reach out to me directly, and I will personally ensure that your next visit is as comfortable and enjoyable as it should be. Thank you for bringing these issues to our attention, and I appreciate your patience as we work to rectify them. Kind regards Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel

Dear Jane H., Thank you for taking the time to leave us a brief but positive review! We're thrilled to hear that you had a good stay at our hotel and that you found several aspects of your visit enjoyable. Our central location is indeed a great asset, making it convenient for our guests to explore the area and access various amenities. We're also delighted to hear that our staff provided you with friendly service. Ensuring that our guests feel welcome and comfortable is a top priority for us. It's wonderful to know that you found your accommodation comfortable. We strive to create a cozy and relaxing environment for our guests, and we're pleased that it met your expectations. If you have any specific feedback or suggestions on how we can make your future stays even better, please feel free to share. We value your input and always aim to improve. Thank you for choosing our hotel, and we hope to have the pleasure of serving you again in the future. Kind regards Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel

Dear Pisalyaput N., hank you for taking the time to provide detailed feedback about your recent stay at our hotel. We deeply regret that your experience did not meet your expectations, and we apologize for the various issues you encountered. We understand the importance of stable WiFi, especially for work-related Zoom meetings, and we sincerely apologize for the inconvenience you experienced. We are actively working to improve our WiFi infrastructure to provide a more reliable connection for our guests. Regarding the state of your room, we apologize for the maintenance and cleanliness issues you described. These conditions are not in line with our standards, and we appreciate your patience in highlighting them. We will address these concerns promptly. We understand that our central location can come with noise challenges, particularly on weekends, we apologize for any disruptions you experienced. I am delighted to announce that the hotel has started a refurbishment to transform the hotel. This will include all bedrooms and bathrooms with a complete make-over of the restaurant, public areas, and entrance and is due for completion in early 2024. We look forward to the opportunity to welcome you back after the renovation is complete. Thank you for your valuable feedback, and we hope to have the pleasure of serving you again in the future, providing a more comfortable and enjoyable stay. Kind regards Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel