Mercure York Fairfield Manor Hotel 4 stars

Dear Tim S., Thank you for taking the time to share your detailed feedback following your stay at Mercure York Fairfield Manor Hotel. Firstly, please accept our sincere apologies for the confusion and disappointment surrounding your evening meal experience. I completely understand your frustrations, particularly regarding the lack of clear direction to the restaurant area, menu confusion, and the inconvenience caused with the incorrect charge afterwards. I can confirm that your table had been booked in the restaurant at your preferred dining time; however, I am very sorry that this was not communicated clearly, which understandably led to confusion during service. Your comments regarding signage and clearer guidance from the team are extremely valuable and will be reviewed internally with both the Front Office and Food & Beverage teams. We also appreciate your feedback regarding the vegetarian options available within the half-board package and understand your disappointment with the limited choices offered. I am pleased to hear that the incorrect meal charge has since been refunded and that the team apologised for the error. We are also grateful to hear that you found the room clean and that the remainder of your stay was comfortable overall. Thank you once again for your honest and constructive feedback, as it genuinely helps us improve the guest experience moving forward. Sincerely, Reception team

Dear Joshua W., Thank you for taking the time to tell us about your experience at the Mercure York Fairfield Manor 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. Sincerely, Reception team

Dear Ambreen Z. A., Thank you for taking the time to share your feedback following your stay at Mercure York Fairfield Manor Hotel. We are sorry to hear that your experience did not fully meet your expectations, particularly regarding the room temperature and lack of air conditioning. We completely understand how uncomfortable this must have been for both you and your family, especially as it affected your rest and your planned activities during your visit. We also regret that we were unable to accommodate a room move at the time due to availability limitations. However, we are pleased to hear that you enjoyed the breakfast and found the shower facilities satisfactory. Please accept our sincere apologies for the disappointment caused, and thank you again for sharing your honest feedback with us. Sincerely, Reception Team

Dear Ya q. C., Thank you for taking the time to share your feedback regarding your recent stay at Mercure York Fairfield Manor Hotel. I am truly sorry to read about the many issues you experienced, particularly concerning the cleanliness of your room, the condition of the mugs, the servicing of your room, and the size and practicality of the accessible room provided. This is certainly not the level of comfort or service we aim to deliver to our guests. Please accept our sincere apologies for the disappointment caused. Your comments regarding housekeeping standards, room servicing, and guest amenities such as complimentary water have been shared with the relevant departments and management team for immediate review and improvement. We especially regret that your experience left you with such a negative impression of both our hotel and the Mercure brand overall. Guest feedback is extremely important to us, and we take your concerns very seriously. Thank you again for bringing these matters to our attention. We appreciate your honest feedback and are sorry we did not provide the stay you expected. We do wish you had come to reception during your stay to let us know about these concerns, as our team would have welcomed the opportunity to assist and try to resolve the issues for you at the time. Kind regards, Mercure York Fairfield Manor Hotel

Dear Stephen W., Thank you for your feedback following your stay at Mercure York Fairfield Manor Hotel. We’re delighted to hear that you found the room clean, the bed comfortable, and our staff friendly during your visit. It’s also wonderful to know that you enjoyed the breakfast. We also appreciate your constructive comments regarding the furniture, in-room refreshments, and USB charging sockets. Your feedback is very valuable and has been shared with the relevant teams as part of our ongoing improvements. Thank you again for taking the time to share your experience with us, and we hope to welcome you back again in the future. Sincerely, reception Team