Dear Guest, Thank you very much for your fantastic 100% review! We are delighted to hear that you enjoyed your stay with us and were particularly pleased with the service provided by our team. It is wonderful to hear that you found the hotel well located and your stay comfortable overall. I will also pass on your feedback regarding the fish and chips to our kitchen team — we will certainly take a look at our portion sizes! Thank you again for taking the time to share your feedback. We hope to have the pleasure of welcoming you back to Mercure Perth again soon. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for your lovely review and for your kind comments about our team, food, building and location. We are delighted to hear that you enjoyed your stay and found our staff to be amazing. We are sorry to hear that you found the bed too firm. Mattress comfort can certainly come down to personal preference, but we appreciate you sharing your feedback with us. We hope to have the pleasure of welcoming you back to Mercure Perth again in the future. Kind Regards, Callum Luce Hotel Operations Manager Mercure Perth Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to leave your feedback. I’m sorry to hear that you did not feel welcomed by our reception team on arrival. This is certainly not the impression we want to give our guests, and I will share your comments with the team. We hope you will consider staying with us again and allow us the opportunity to provide you with a warmer welcome and a more enjoyable experience. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to provide such detailed feedback. I am sorry that you were disappointed with your stay, although I would like to clarify a number of the points raised. Firstly, regarding the room key incident, I have looked into this matter. The reservation was under the same surname as the occupied room, and you also acknowledged at the time that providing the incorrect room number was your mistake. While we take guest security extremely seriously, I have nevertheless reviewed the circumstances with the team to ensure our procedures are being followed correctly. I am also disappointed that the concerns regarding the condition of the room were not raised with our team during your stay. Had we been made aware of any issues, we would have been given the opportunity to inspect the room and address anything that could be rectified at the time. With regard to the smell in the bathroom, the bathroom had been thoroughly deep cleaned prior to your arrival. While we appreciate that some guests may find the smell of cleaning products unpleasant, we would certainly rather ensure our bathrooms are properly sanitised and cleaned between guests. Regarding the restaurant, I would also like to clarify that the restaurant was scheduled to be closed on the evening of your stay, and this was communicated to you at check-in. Despite this, our team went above and beyond to accommodate you and opened the restaurant specifically to allow you to dine with us. I am therefore sorry that this was subsequently perceived as a service issue. I am pleased, however, that Euan provided you with excellent service and made a positive impression during your stay. I will ensure your kind comments are passed on to him. Our hotel is an A-listed historic building, and we recognise that there are areas of the property that require investment and improvement. However, we work hard to maintain the cleanliness of the hotel and provide a positive experience for our guests. We are sorry that your overall stay did not meet your expectations, but we do appreciate the opportunity to clarify the circumstances surrounding some of the points raised in your review. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to leave such lovely feedback and for returning to stay with us again. We’re delighted to hear that you enjoyed your stay, found the location convenient and were pleased with the room amenities and breakfast. I have looked into the ALL Reward Points you mentioned, and unfortunately, as your reservation was made through a third-party booking site, the stay is not eligible for ALL Reward Points. This is why the points have not appeared on your account. We also appreciate your comments regarding staffing levels in the bar and will take this feedback on board. Thank you again for choosing to stay with us, and we look forward to welcoming you back for another visit in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to leave such detailed feedback. We’re pleased to hear that you found our team friendly and helpful throughout your stay, and that you enjoyed your breakfast. I am very sorry that the first room was not presented to the standard we expect, particularly the strong smell in the bathroom and the condition of the bedroom walls. I’m glad our reception team was able to arrange an alternative room for you promptly, and that a member of our Housekeeping team was able to assist with moving your luggage. We’re also sorry to hear that you found the bed uncomfortable and that you experienced a delay at the coffee machine during breakfast. Your comments regarding the coffee facilities will be shared with our Food & Beverage team. As a historic, A-listed building, our hotel does have some of the characteristics of an older property, and we appreciate your comments regarding the building and areas where refurbishment would be beneficial. Thank you again for recognising our staff, and we hope to have the opportunity to welcome you back for a more comfortable stay. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet your expectations. With regard to your Accor Diamond status, we apologise if you felt this was not appropriately acknowledged during your stay. Unfortunately, on this occasion the hotel was fully booked and we were therefore unable to offer an upgrade. While we always do our best to provide upgrades where possible, these are subject to availability and cannot be guaranteed. We are also sorry that you experienced noise during your stay. As a historic building, some noise from creaking floorboards can unfortunately be unavoidable. With regard to noise from outside the room, we appreciate that this can be frustrating, although we are unable to prevent guests from using their phones or having conversations outside. We appreciate your feedback and hope you will consider staying with us again in the future, allowing us the opportunity to provide a more positive experience. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share such detailed feedback. I am very sorry to hear that your stay was so disappointing and that the condition of your room fell below the standard we expect. I am particularly concerned by your comments regarding the bathroom, carpets and curtains, and I will be sharing this feedback with our Housekeeping and Maintenance teams for immediate review. We also apologise that you did not feel your concerns were taken seriously when raised with our team during your stay. This is certainly not the level of service we aim to provide. Regarding the room temperature, we do provide fans upon request, and we are sorry that this was not made available to you during your stay. I appreciate that the warm temperatures made this particularly uncomfortable. I am, however, pleased to hear that Euan provided you with friendly and attentive service during your evening meal. I will be sure to pass your kind comments on to him. Thank you again for bringing these matters to our attention. We are genuinely sorry that we fell short of your expectations and appreciate the opportunity to address your concerns. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback following your stay. We are sorry that your experience was affected by the heat in the room, the limited opening of the window and the noise from the street, which understandably impacted your sleep. As a historic building, our rooms do not have air conditioning, and we appreciate that this can be particularly uncomfortable during warmer weather. While fans are not an advertised room amenity, we do have a limited number available on request, and we are sorry that this was not something you were made aware of during your stay. We are, however, pleased to hear that you found our team friendly, your check-in and check-out straightforward, and that you enjoyed our breakfast. We do offer vegetarian sausages, and we also provide fried and poached eggs on request, so we are sorry that this was not made clear to you during your stay. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a more comfortable stay should you choose to visit us again. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear that you found the hotel clean and tidy, and that our team were helpful throughout your visit. We appreciate your comments regarding the areas of the hotel that would benefit from some updating and TLC, and we continue to look at ways we can improve the guest experience. We’re also sorry to hear that the cooked breakfast did not meet your expectations, particularly regarding the temperature and bacon. Your comments have been shared with our kitchen team so they can review the preparation and presentation. Thank you again for your feedback, and we hope to have the opportunity to welcome you back for an improved experience in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear you enjoyed our convenient location, comfortable hotel, breakfast and the friendly service from our team. It’s also great to know that you found the parking convenient. We’re sorry that some areas of the hotel felt dated and that you experienced noise from outside during your stay. We understand how this can impact the overall experience, and we apologise for any inconvenience caused. Your feedback is appreciated and will be shared with the team as we continue to look at ways to improve the guest experience. We hope to have the pleasure of welcoming you back to Mercure Perth again in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for your lovely 90% review! We are delighted to hear that you enjoyed our convenient location and found the hotel to be a great choice for an overnight stay. It is also wonderful to hear your kind comments about our friendly team and facilities. We really appreciate you taking the time to share your feedback and hope to welcome you back to Mercure Perth again in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback. I am genuinely sorry to hear how disappointed you were with your stay at Mercure Perth. I am particularly concerned by your comments regarding the condition of the bathroom, including the cracked tiles, mould and flushing issue, as well as the condition of the bedroom furniture. These are not areas where we want our guests to feel that the standards of the hotel have fallen short, and your comments will be shared with our Housekeeping and Maintenance teams for immediate review. I am also sorry that you found the bed uncomfortable and the overall appearance of the room dated. We fully appreciate that the style and condition of our bedrooms will not suit every guest, and we understand your disappointment given your expectations of the Mercure brand. Our hotel is a historic A-listed building with a character and style that reflects its age, but we recognise that this does not excuse areas of the property that require attention and improvement. We are continuing to address maintenance and presentation throughout the hotel. I am very sorry that your experience left you feeling that you would not return or recommend us to others. Your feedback has been taken seriously, and we appreciate you bringing these concerns to our attention. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback. We are pleased to hear that you found our staff to be nice and welcoming, although I am very sorry that the condition and cleanliness of your bathroom fell below the standard you expected. I completely understand your frustration regarding the mould, and I agree that our bathrooms should be presented to a much higher standard. Your comments have been shared with our Housekeeping team so that the bathroom areas can be reviewed and addressed appropriately. I am also sorry that you found the bedroom tired. We appreciate your honest feedback and are continuing to look at ways we can improve the condition and presentation of our rooms. Thank you again for bringing this to our attention, and I hope we have the opportunity to provide you with a much better experience in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for your wonderful review and for awarding us a perfect score. I am delighted to hear that you continue to receive such a warm welcome whenever you stay with us. Your kind words about our team mean a great deal, and I will be sure to share your comments with everyone. They work incredibly hard to provide friendly and attentive service, so I'm sure they will be thrilled to know they made such a positive impression. We truly appreciate your continued loyalty and look forward to welcoming you back to Mercure Perth again soon. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback. I am pleased to hear that you found our location to be convenient. However, I was very concerned to read about your experience of someone opening your bedroom door during the night. Please accept my sincere apologies for the distress this must have caused. Guest safety and security are our highest priorities, and this is certainly not the standard of service we strive to provide. I would like to investigate this matter further, including reviewing our key card access records and speaking with the team who were on duty at the time, to establish exactly what happened. Thank you again for bringing this to our attention, and I hope we have the opportunity to restore your confidence in us in the future. Sincerely, Callum Luce Hotel Operations Manager Mercure Perth

Dear Guest, Thank you for taking the time to share your feedback. I am very sorry to hear that your stay was affected by noise and the temperature of your room, resulting in a sleepless night. I appreciate how disappointing this must have been. As our hotel is housed within a historic listed building, some rooms can become warm during periods of higher temperatures. However, fans are available from Reception upon request, and our team is always happy to assist where possible to improve our guests' comfort. I sincerely apologise that your experience did not meet your expectations, and I hope we have the opportunity to welcome you back in the future for a more enjoyable stay. Kind regards, Callum Luce Hotel Operations Manager