Mercure Charlestown 4 stars

Dear M., Thank you so much for your fantastic review and for awarding us a perfect score following your recent stay at Mercure Charlestown. We are absolutely delighted to hear that you loved your stay and found your experience to be friendly, comfortable, helpful, and awesome. Knowing that we were able to provide such a positive experience is exactly what our team strives for each and every day. I would also like to personally thank you for your kind mention of me. It was a genuine pleasure to welcome you to the hotel, and I am truly grateful for your thoughtful words. Feedback like yours means so much and makes what we do incredibly rewarding. It is wonderful to see that your accommodation, cleanliness, arrival and departure experience, and interactions with our team all exceeded your expectations. We greatly appreciate your recommendation and are thrilled that you would confidently recommend us to your family and friends. Thank you again for choosing Mercure Charlestown. We look forward to welcoming you back for another enjoyable stay in the near future. Warm regards, Jessica Sorraghan Hotel Manager Mercure Charlestown

Dear Phillip, Thank you for taking the time to share your feedback and for your continued loyalty as one of our valued regular guests and ALL Gold members. While I am pleased to hear that our team once again provided friendly and efficient service throughout your stay, I am sorry to learn that this visit fell a little below the standard you have come to expect from us. In particular, I regret that you found the bed in Room 110 to be firmer and less comfortable than anticipated. I understand why Room 110 is your preferred choice, with its downstairs location, walk-in shower, and convenient parking access, and I appreciate you bringing your concerns to our attention. Guest comfort is extremely important to us, and I will ensure your feedback regarding the mattress is reviewed with our team. Thank you also for your kind comments regarding our reception and restaurant staff. It is wonderful to hear that every team member contributed positively to your stay. We are delighted to see that you will be returning next weekend and look forward to welcoming you back. We will do our very best to ensure your next stay is a more comfortable and enjoyable experience. Please don't hesitate to let our team know if there is anything we can do during your stay to make you more comfortable. Thank you again for your valued feedback and continued support of Mercure Charlestown. We look forward to seeing you again soon. Warm regards, Jessica Sorraghan Hotel Manager Mercure Charlestown

Dear Mellissa, Thank you for taking the time to share your wonderful feedback following your recent stay with us. I am delighted to hear that your last-minute decision to stay in Newcastle led to such an enjoyable experience at Mercure Charlestown. It is fantastic to know that you found the booking process through the ALL App easy and convenient, and that you were pleased with the value, comfort, and spaciousness of your room. I was especially pleased to read your comments regarding the quiet atmosphere, beautiful balcony view, and the cleanliness of your accommodation. Our housekeeping team takes great pride in presenting rooms that are welcoming and spotless, so they will be thrilled to receive your kind feedback. Thank you also for recognising our team's service on arrival. Providing a warm and friendly welcome is something we strive for with every guest, and it is wonderful to know this contributed positively to your stay. It was also lovely to hear that our sustainability initiatives, including our refillable bathroom amenities, were noticed and appreciated. We are continually looking for ways to reduce our environmental footprint while maintaining a high-quality guest experience. Thank you again for your perfect scores and for your loyalty as an ALL Gold member. We truly appreciate your support and look forward to welcoming you and your family back to Mercure Charlestown again soon. Warm regards, Jessica Sorraghan Hotel Manager Mercure Charlestown

Dear Dale, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry to learn that your experience did not meet your expectations and that you left feeling your stay did not represent good value for money. While I appreciate your comments regarding the ease of the booking process and the cleanliness of your room, I regret that several aspects of your stay detracted from your overall experience. I apologise for the delay you experienced with the hot water, as well as the noise concerns and the inconvenience caused by the limited space available in the minibar refrigerator. Your comments have been noted and will be reviewed with our team as we continue to look for ways to improve our guest experience. I was particularly concerned to read your comments regarding feeling unwell after consuming food during your stay. Guest health and safety is something we take extremely seriously. While we have not received any other reports of illness during this period, I would welcome the opportunity to discuss this further with you so that we can better understand the circumstances and investigate appropriately. Regarding the microwave, while our guest rooms are not equipped with microwaves as a standard feature, our team is always happy to assist where possible, and we do have microwaves available in designated areas of the hotel for guest use. Thank you again for your feedback. Although I am disappointed that we did not deliver the experience you expected, I appreciate you bringing these matters to our attention and hope we may have the opportunity to provide you with a much-improved stay in the future. Kind regards, Jessica Sorraghan Hotel Manager Mercure Charlestown

Dear S., Thank you for taking the time to share your feedback following your recent stay with us. I am delighted to hear that you enjoyed a smooth check-in experience and found your accommodation to be clean and comfortable. It is also wonderful to know that our team contributed positively to your stay and that you were pleased with both your arrival and departure experience. Your kind comments are greatly appreciated and will be shared with our team, who work hard to ensure every guest feels welcome and well cared for throughout their stay. Thank you once again for choosing Mercure Charlestown. We truly value your feedback and hope to have the pleasure of welcoming you back again soon. Warm regards, Jessica Sorraghan Hotel Manager Mercure Charlestown