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

Dear Alona, Thank you so much for your wonderful feedback. We are delighted to hear that you had such a positive experience and, in particular, that Emily’s professionalism, kindness and compassion stood out to you. It is lovely to hear that you appreciated the care she showed towards another guest, as well as the courtesy she extended to you afterwards. We will be sure to share your kind words with Emily, who will be thrilled to know that her efforts made such a positive impression. Thank you again for taking the time to recognise our team. We hope to have the pleasure of welcoming you back to Mercure York Fairfield Manor Hotel on your next visit to York. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Mr H., Thank you for taking the time to provide such detailed feedback following your stay. I am very sorry that your experience fell so far short of the standards you expected from Mercure. I appreciate you highlighting the positive aspects, particularly the quality of the food and the helpfulness of our team. However, I fully understand that these positives cannot outweigh the concerns you have raised regarding the condition and maintenance of the room and wider hotel. Your comments regarding the potential health and safety issues are particularly concerning. We take matters such as the falling hazard, electrical lamp and loose stair handrails extremely seriously, and these points have been noted for urgent investigation and action. I also acknowledge your concerns regarding the Privilege room, including the cleanliness of the carpet, bathroom condition, refrigerator placement and general maintenance. I am pleased that you were able to discuss these matters directly with our General Manager, Sujith Kattezhath Gopinathan. Please be assured that your feedback is being taken seriously and will be used to support the necessary reviews and improvements. We also recognise the importance of ensuring that our room descriptions accurately reflect what guests can expect. Thank you again for bringing these matters to our attention. We sincerely apologise for the disappointment caused and hope that the actions being taken will help us deliver the standard of experience our guests rightly expect. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Chris, Thank you for taking the time to share your feedback following your recent stay with us. We are very sorry that your experience did not meet your expectations. We sincerely apologise for the lengthy check-in process. Waiting around 50 minutes to access your room, particularly with only one member of the reception team available, is understandably frustrating. We are also sorry that you experienced a fault with your room door lock. This should have been resolved promptly, and we will be reviewing your comments with our reception and maintenance teams. We appreciate your feedback regarding staffing levels and the general maintenance of the property. These are important areas for us to address, and your comments have been shared with the relevant teams. Regarding the 10% restaurant service charge, we understand your concern and are sorry that this was not clear or did not meet your expectations. We appreciate you raising this and will ensure your feedback is passed to our management team for consideration. As a member of ALL – Accor Live Limitless, we are particularly sorry that your stay did not reflect the experience we want our members to have. We hope we may have the opportunity to welcome you again and provide a much smoother experience. Kind regards, The Team Mercure York Fairfield Manor Hotel

Dear Tracy, Thank you for taking the time to share your feedback following your two-night stay with us. We are delighted to hear that you found our location convenient, enjoyed the communal areas, and had a comfortable stay. It is especially lovely to hear your kind comments about our team and that you enjoyed breakfast. We are, however, sorry to hear about the condition of the bathroom. Your comments regarding the grubby tiles, mould and rusty fittings are disappointing and certainly not the standard of presentation we aim to provide. We will ensure your feedback is shared with our housekeeping and maintenance teams for attention. We appreciate your honest comments regarding the need for updating, and we hope to have the opportunity to welcome you back and provide an improved experience. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Keith, Thank you for your wonderful 10/10 review and for sharing your experience with us. We are delighted to hear that you enjoyed a relaxing stay and that our team made such a positive impression from check-in through to check-out. It is fantastic to know that you found everyone helpful, polite and attentive, and that our warm welcome made you feel well looked after. Your kind comments will be shared with the team, as feedback like this is a great encouragement to us all. We hope to have the pleasure of welcoming you back to Mercure York Fairfield Manor Hotel again soon. Kind regards, The Team Mercure York Fairfield Manor Hotel

Dear Peter, Thank you for taking the time to share your feedback. We are extremely sorry to hear about your experience and sincerely apologise for the difficulties you encountered during your stay. We fully appreciate how inappropriate and distressing it must have been to be allocated a room on the top floor when you have limited mobility. We are also very sorry that the room did not meet the standard you expected and that the lift breakdown caused such significant disruption. Being unable to use the lift and subsequently having to use the stairs would have been particularly challenging in your circumstances. We take your comments very seriously, particularly regarding the allocation of your room and the handling of the lift issue. We will be reviewing this with the relevant teams to ensure that accessibility requirements are properly considered and that we communicate more effectively with guests when facilities are unavailable. Please accept our sincere apologies that your stay was so disappointing from start to finish. We greatly regret that we fell short of providing the comfortable and accessible experience you should have received. Kind regards, The Team Mercure York Fairfield Manor Hotel

Dear Graham, Thank you for taking the time to share your feedback with us. We are pleased to hear that you continue to enjoy our convenient location and that our friendly team and service meet your expectations. However, we are sorry to hear that noise interrupted your sleep during this stay. We fully appreciate how frustrating it is when an ongoing background noise affects your rest, particularly when you have stayed with us previously. We will certainly investigate the source of the droning noise you described to see if there is anything we can do to prevent this from happening again. Thank you again for bringing this to our attention. We hope to welcome you back and provide you with a more peaceful and relaxing stay next time. Kind regards, The Team Mercure York Fairfield Manor Hotel

Dear Neville, Thank you for your lovely feedback following your recent one-night stay with us. We are delighted to hear that you enjoyed your visit to York and found the hotel to be well located and pleasant. It is wonderful to know that you enjoyed the food and that our team made such a positive impression with their friendly, efficient and professional service. We also appreciate you mentioning the dated plumbing and are pleased that this did not detract from your overall stay. Thank you for saying you would definitely stay with us again. We look forward to welcoming you back to Mercure York Fairfield Manor Hotel in the future. Kind regards, The Team Mercure York Fairfield Manor Hotel

Dear Val, Thank you for your lovely 10/10 review. We’re delighted to hear that you enjoyed your stay and found your room spacious and our reception team friendly and welcoming. It’s great to know you also appreciated our convenient location, just a short distance from York city centre. We hope to have the pleasure of welcoming you back to Mercure York Fairfield Manor Hotel again soon. Kind regards, The Team at Mercure York Fairfield Manor Hotel

Dear Colin, Thank you for your fantastic 5-star review. We’re delighted to hear that you had such a lovely stay with us and that you’re already looking forward to coming back. It’s wonderful to hear your kind comments about our friendly and professional team, and we’re especially pleased that you had no negatives to report. We truly appreciate your support and look forward to welcoming you back to Mercure York Fairfield Manor Hotel again soon! Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Theresa, Thank you for your fantastic 5-star review. We’re delighted to hear that you had such an enjoyable stay with us. It’s wonderful to know that you found your room clean, spacious and comfortable, and that our location and nearby public transport made getting around convenient. We’re especially pleased that our team, and in particular our reception staff, made you feel so welcome and well looked after. We truly appreciate your kind comments and hope to welcome you back to Mercure York Fairfield Manor Hotel again soon. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Wayne, Thank you for taking the time to share your feedback and for your kind comments about our hotel, your room and breakfast. We’re pleased to hear that you enjoyed the choice available and found us to be well located. We’re sorry, however, that the room was too warm during your stay. We completely understand that the small fan provided was not sufficient, particularly during warmer weather and with the limited window opening. Your comments regarding air conditioning are appreciated and will be shared with the relevant team. We hope to have the pleasure of welcoming you back to Mercure York Fairfield Manor Hotel in the future. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear Carolyn, Thank you for taking the time to share your feedback. I’m very sorry to hear about your experience during your stay. Please accept our sincere apologies that your room had an unpleasant smell and that you had to request a move. We also regret that you found the room tired and uncomfortably hot. This is certainly not the standard we aim to provide our guests. We appreciate you bringing these issues to our attention, and your comments will be shared with the relevant teams so they can be addressed. We hope you might consider giving us another opportunity to provide you with the comfortable and enjoyable stay you should have experienced. Kind regards, The Mercure York Fairfield Manor Hotel Team

Dear David S., Thank you for sharing your feedback. We’re pleased to hear that you found our location convenient and had a comfortable stay. We’re sorry that noise from the lift and nearby fireworks caused some disturbance. On a future visit, please feel free to request a room away from the lift, and we will always do our best to accommodate this, subject to availability. We hope to welcome you back to Fairfield Manor again soon. Kind regards, Front Office Team

Dear Angela W., Thank you for taking the time to share your feedback. We’re pleased to hear that our location suited your needs and that you found our team friendly and helpful. It’s also lovely to know that you enjoyed the more modern feel of our communal areas. We’re sorry, however, that the condition of the bedroom and bathroom did not meet your expectations. We particularly appreciate you highlighting the issues with the sink plug and shower, and these will be shared with our Maintenance team for attention. Thank you again for your valuable comments. We hope to have the opportunity to welcome you back for an improved experience in the future. Kind regards, Front Office Team