Dear Lorraine H., Thank you for your lovely feedback. We’re delighted to hear that you enjoyed your stay, were pleased with your room, and found our team helpful and welcoming. We truly appreciate your kind comments and look forward to welcoming you back to Mercure York Fairfield Manor Hotel again soon. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Pat W., Thank you for taking the time to share your detailed feedback. We’re pleased to hear that you enjoyed our spacious grounds, public areas, convenient location and the friendliness of our team. We are, however, sorry that the condition and maintenance of your room fell short of expectations. We appreciate you highlighting the issues with the telephone, bath plug, carpets, toilet seat, missing robes and slippers, furniture and toiletries, as well as the smell you noticed. Your comments have been shared with the relevant teams for attention. We’re grateful for your honest feedback and pleased to hear that, despite the issues, you would consider returning to us. We hope to welcome you back in the future and provide a much-improved experience. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Christopher L., Thank you for taking the time to share your feedback. We’re delighted to hear that you found your stay to be great value and that you were pleased with the cleanliness and presentation of your room. We are, however, sorry to hear that the warmth and friendliness of our reception team did not meet the standard you have experienced at other Accor hotels. We take this feedback seriously, as welcoming and attentive service is an important part of the guest experience. Your comments will be shared with the reception team as a reminder of the importance of making every guest feel genuinely welcomed and valued from the moment they arrive. We appreciate your honest feedback and hope to have the opportunity to welcome you back and provide the level of service you would expect from an Accor hotel. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Elizabeth B., Thank you for taking the time to share your feedback. We’re pleased to hear that you found the room nice and felt our breakfast was good value for money. However, we are very sorry to hear about the issues you experienced during your stay. We apologise that the in-room refreshments were not replenished and, most importantly, that the bed was so uncomfortable that you felt unable to stay for your second night. We fully appreciate how disappointing this must have been and regret that we were unable to provide you with the comfortable stay you expected. Your feedback regarding the bed and room servicing has been shared with the relevant teams so that these areas can be reviewed and addressed. We sincerely apologise for the inconvenience caused and hope we may have the opportunity to welcome you back in the future and provide a much more comfortable experience. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Geoff H., Thank you very much for your wonderful feedback. We’re delighted to hear that you had an excellent stay with us and found your room cosy, spacious and well equipped. It’s fantastic to know that our team made you feel well looked after and that you found everyone helpful and attentive throughout your stay. We’re also pleased you enjoyed dining in our restaurant on both evenings and were happy with the food, service and value. We truly appreciate your kind comments and look forward to welcoming you back to Mercure York Fairfield Manor Hotel for another enjoyable stay. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Anthony H., Thank you for taking the time to share your detailed feedback following your stay with us. We’re pleased to hear that you appreciated our location and recognise the potential of Mercure York Fairfield Manor. We are, however, sorry to hear that the condition of some areas and the maintenance issues you encountered fell below the standard we aim to provide. Your comments regarding the WC seats, handrails, taps, furniture, lighting and doors are particularly helpful, and we have shared these points with our maintenance and housekeeping teams for attention. We understand how these smaller issues can have a significant impact on the overall guest experience. We are committed to continuing to improve the hotel and address areas requiring attention, and we greatly appreciate your honest feedback. We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Norma T., Thank you for taking the time to share your feedback. We’re pleased to hear that you found our location convenient. We’re sorry, however, that the condition of the room and bathroom did not meet your expectations. We take your comments regarding the mould and stained toilet seriously, and we will share these with our Housekeeping and Maintenance teams for immediate attention. We also appreciate your feedback regarding the need for updating, and understand how this can impact your overall experience. Thank you again for bringing these matters to our attention. We hope to have the opportunity to provide you with a more comfortable stay in the future. Kind regards, Front Office Team

Dear Jack M., Thank you for your feedback. We’re delighted to hear that you enjoyed our convenient location, appreciated the ample free parking, and found our 24-hour check-in service useful. We hope to have the pleasure of welcoming you back to Mercure York Fairfield Manor Hotel again soon. Kind regards, Front Office Team Mercure York Fairfield Manor Hotel

Dear Mark G., Thank you for your lovely feedback and for choosing to stay with us again. We’re delighted to hear that you continue to enjoy our beautiful location and found our team attentive and welcoming. We truly appreciate your continued support and look forward to welcoming you back to Fairfield Manor again soon. Kind regards, Front Office Team

Dear N S., Thank you for taking the time to share your feedback. We’re pleased to hear that you found our staff very friendly and enjoyed the food. However, we are truly sorry that the cleanliness of the hotel and your room fell below the standard we expect. We particularly apologise for the cleanliness issues you experienced in the bathroom and the unpleasant odour throughout your stay. This is clearly not acceptable, and we understand how disappointing this must have been. We also appreciate your comments regarding the tired and damaged fixtures and fittings, as well as the cleanliness of the cups in the dining area. Your feedback will be shared with our Housekeeping, Maintenance and Food & Beverage teams so these areas can be addressed. Thank you again for bringing these concerns to our attention. We sincerely apologise that we did not provide the clean and comfortable experience you deserved. Kind regards, Front Office Team

Dear Sue, Thank you so much for your wonderful 10/10 review and for choosing to stay with us once again. We’re delighted to hear that you enjoyed your clean and comfortable room and had everything you needed for a relaxing stay. It’s also fantastic to know you enjoyed our breakfast and the wide choice available. It’s always a pleasure to welcome you back to Mercure York Fairfield Manor, and we look forward to seeing you again on your next visit to York. Warm regards, The Team at Mercure York Fairfield Manor Hotel

Dear Shannon M., Thank you for taking the time to share your feedback. We’re pleased to hear that you had a good experience overall and felt well looked after during your stay. We appreciate your comment regarding the lack of charging sockets and understand how convenient these are for guests. We are, however, sorry to hear about your interaction with a member of our Reception team. We apologise if you felt that you were spoken to rudely or that the issue with your key card was handled in a way that made you feel blamed. This is certainly not the level of service we aim to provide, and your feedback will be shared with the team. Thank you again for bringing this to our attention, and we hope to welcome you back in the future. Kind regards, Front Office Team

Dear Fiona, Thank you for your wonderful 9/10 review and for sharing such lovely feedback about your stay with us. We’re delighted to hear that you and your partner enjoyed our Superior Double Suite, particularly the separate living area, bathroom and jacuzzi bath. It’s also fantastic to know that you received such a warm welcome and found our team friendly and helpful. Thank you as well for your constructive comments regarding the room needing some TLC and modernisation, as well as the lack of air conditioning. We really appreciate this feedback and will certainly take it on board as we continue to look at ways to improve our guests’ experience. We’re thrilled that these points didn’t detract from your stay and that you would definitely return. We look forward to welcoming you both back again for another wonderful stay! Kind regards, The Team at Mercure York Fairfield Manor Hotel

Dear David, Thank you so much for your fantastic 10/10 review and for your kind words about your experience at Mercure York Fairfield Manor Hotel. We are delighted to hear that you enjoyed every aspect of your stay, from the warm welcome at check-in and the attention to detail throughout the hotel, to our spacious rooms and excellent food. It is particularly lovely to hear your praise for our bar team, who continued to provide friendly and professional service even during busy periods. Your wonderful comments are a real encouragement to the whole team, and we are so pleased we were able to provide you with a true 4-star experience from check-in to departure. We look forward to welcoming you back again soon. Kind regards, The Team at Mercure York Fairfield Manor Hotel

Dear Mrs M., Thank you very much for your wonderful review and for awarding us a perfect score. We are delighted to hear that you enjoyed a comfortable and relaxing stay with us and that you found the hotel beautiful, clean and well maintained. It is particularly pleasing to know that you were impressed with the service provided by our team and enjoyed the food. Your kind recommendation is greatly appreciated and will be shared with the team, who will be delighted to know that they contributed to such an enjoyable experience. Thank you once again for your generous feedback. We look forward to welcoming you back to Mercure York Fairfield Manor Hotel in the future.

Dear Mr F., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found our hotel well located and that you were satisfied with the service provided by our team. We are, however, sorry that the lift being out of service caused inconvenience during your stay, and we sincerely apologise for this disruption. We also regret that there was not a sufficient quantity of milk provided in your room. We appreciate you bringing this to our attention and will ensure your comments are shared with the relevant team. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable experience in the future.

Dear Mr S., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found your bedroom spacious, enjoyed our entrance and general seating areas, and received pleasant and welcoming service from our team. We are sorry, however, that the food menu did not offer sufficient choice for your wife. We appreciate your comments and understand that having a wider selection is important when dining with us. We also note your observations regarding the condition of the bathroom. As you mentioned, you were staying in the original part of the hotel, and we recognise that some of these areas would benefit from updating. Your feedback is valuable and will be taken into consideration as we continue to review areas for improvement. Thank you once again for your constructive feedback. We hope to have the pleasure of welcoming you and your wife back to Mercure York Fairfield Manor Hotel in the future.

Dear Mr K., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that our restaurant team were attentive and accommodating in assisting with your wife’s gluten allergy. However, we are sorry that you found the choice of food limited. Please accept our sincere apologies for the significant inconvenience caused by the lift being out of service throughout your four-night stay. We particularly appreciate the impact this would have had given your back condition and the location of your room on the first floor. We also regret that the intercom facility in your room was not operational, requiring you to visit reception in person whenever you required assistance. We fully appreciate that these issues fell short of the standards we aim to provide and understand your disappointment. Your comments regarding the lift, intercom and food selection have been noted and shared with the relevant departments for appropriate attention. We are grateful for your feedback, as it provides us with an opportunity to identify areas where improvements are required. Please accept our apologies that your overall experience did not meet your expectations. Kind regards Mercure York

Dear Richard S., Thank you for taking the time to share such detailed feedback. We’re sorry to hear that several aspects of your stay did not meet your expectations. We appreciate your comments regarding the dated bathrooms and the need for refurbishment, including the shower facilities. Your feedback will be shared with the relevant team. We also apologise for the issues you experienced in the bar, particularly the lack of availability of basic items and the level of product knowledge. This is not the standard of service we aim to provide, and we will raise your comments with our Food & Beverage team. We’re also sorry that the lift was out of service throughout your stay and understand the inconvenience this would have caused, particularly with four rooms and luggage. Most importantly, we apologise for how you felt during breakfast. While we have set breakfast service hours, our guests should not feel rushed or uncomfortable while finishing their meal. Turning off equipment and clearing the buffet while guests were still seated clearly gave the wrong impression, and we will address this with the team. Thank you again for your honest and constructive feedback. It highlights several areas where we need to improve, and we hope to have the opportunity to provide you and your friends with a much better experience in the future. Kind regards, Front Office Team