Dear Ridwan S., Warmest Greeting from Grand Mercure Medan Angkasa, Thank you for taking the time to share your detailed feedback with us. We sincerely regret to learn about the difficulties and discomfort you experienced throughout your stays. Please accept our heartfelt apologies for the inconvenience caused by the room conditions, cigarette odor, presence of ants, paint odor, and renovation-related noise. We are especially concerned to hear that your partner experienced breathing difficulties and that you both experienced eye irritation. We fully understand how distressing this situation must have been, and we are sorry that our response at the time did not make you feel that your concerns were being taken seriously. Your feedback regarding the condition of the rooms and our handling of the situation has been taken seriously and will be reviewed with the relevant departments and management team. Most importantly, we sincerely apologize if our team appeared indifferent during your calls and at the time of check-out. This is certainly not the level of care and hospitality we aim to provide. We will use your feedback as an opportunity to further improve our communication, responsiveness, room inspection procedures, and guest recovery handling. Should you decide to give us another opportunity during your next visit to Medan, please feel free to contact us directly. It would be our pleasure to personally assist you. Warm regards, Management

Dear Guest, Thank you for choosing Grand Mercure Medan Angkasa as your place away from home. We are pleased to hear that you enjoyed our breakfast selection and found your room comfortable. However, we sincerely apologize for the inconvenience caused by the air conditioning, which took some time to cool the room despite the temperature being set very low. We understand how important a comfortable room temperature is, especially after a long day. Your feedback has been shared with our Engineering team for further checking and evaluation of the air-conditioning system to ensure it performs optimally. Thank you for bringing this to our attention. We hope to have the opportunity to welcome you back and provide you with a more comfortable experience on your next stay. We appreciate your feedback and look forward to providing an even better experience next time. Best regards, Management

Dear A., Warmest Greeting from Grand Mercure Medan Angkasa, Thank you for taking the time to share your detailed feedback. We sincerely apologize that your experience did not fully meet your expectations, particularly regarding the recognition and delivery of your ALL – Accor Live Limitless Platinum benefits. Regarding the room upgrade, we would like to kindly clarify that your room was in upgraded from a Junior Suite to a Deluxe Suite during your stay. In accordance with the applicable ALL Accor “Golden Rules,” the complimentary room upgrade is to one room category above the originally booked category, subject to availability. We also acknowledge your comments regarding the parking arrangement and the service provided by our Concierge and Restaurant teams. Your feedback is important to us, and we will review these points with the relevant departments to ensure our team has a better understanding of the appropriate hospitality standards and Platinum Member benefits. Regarding the drinking water, we appreciate your preference for portable bottled water. As part of our sustainability initiatives, we have reduced the use of single-use plastic bottles and provide drinking water through our refillable water facilities instead and safe to drink. We truly value your Platinum membership and sincerely regret that some aspects of your experience did not meet your expectations. We hope to have the opportunity to welcome you back and provide a much more seamless and rewarding experience. Warm regards, Management

Dear Andi I., Thank you very much for sharing your positive feedback. We are delighted to know that you had a comfortable stay and appreciated our good location and the convenience of your experience with us. We are also pleased to hear that you found our offer easy and a good value. We would like to sincerely thank you for your continued loyalty as an ALL – Accor Live Limitless Platinum member. It is always our pleasure to welcome and take care of our valued members. Your kind feedback is truly appreciated and motivates our team to continue providing comfortable stays and memorable experiences for every guest. We look forward to welcoming you back to Grand Mercure Medan Angkasa for another enjoyable stay. Warm regards, Management

Dear Anto S., Thank you for taking the time to share your feedback with us. We sincerely apologize that your room did not meet your expectations and that you experienced a musty smell and an uncomfortable atmosphere during your stay. We understand how important a clean, fresh, and comfortable room is, and we regret that we were unable to provide the experience you expected. Your comments regarding the condition of the room and its musty smell have been noted and will be shared with our Housekeeping and Engineering teams for further inspection and necessary follow-up. We also truly appreciate your loyalty as an ALL – Accor Live Limitless Classic member. Your continued support is highly valued, and we hope to have the opportunity to welcome you back and provide a much more comfortable and pleasant experience. Warm regards, Management

Dear Boon T. T., Thank you very much for your kind review and for sharing your experience with us. We are delighted to know that you enjoyed a comfortable stay and appreciated the good service provided by our team. We are especially grateful for your recognition of David, Guter, Elisa, and Juliana. Your kind words will certainly be shared with them as appreciation for their dedication and warm hospitality. We would also like to thank you for your continued loyalty as an ALL – Accor Live Limitless Silver member. It is always our pleasure to welcome and take care of our valued members. We look forward to welcoming you back to Grand Mercure Medan Angkasa for another comfortable and memorable stay. Warm regards, Management

Dear Soon B. H., Thank you for taking the time to share your feedback regarding your recent stay at Grand Mercure Medan Angkasa. We sincerely apologize for the inconvenience you experienced with the room arrangement and having to change your room type on the second night in order to stay in a non-smoking room. We understand that this was not the seamless experience you expected, and we regret any discomfort caused during your stay. We also truly appreciate your loyalty as an ALL Classic Member and thank you for choosing Grand Mercure Medan Angkasa. Your continued support is highly valued by our team. We hope to have the opportunity to welcome you back and provide a more comfortable on your next visit. Warm regards, Management

Dear Ahmad Yani, Thank you for taking the time to share your detailed feedback. We sincerely apologize for the experience you had during your stay. We deeply regret the inconvenience caused by the discolored water in your room. Please accept our sincere apologies for not providing a more satisfactory resolution at the time. While our Engineering team responded promptly by flushing the water line, we recognize that this did not meet your expectations, and we are truly sorry that we failed to offer a suitable alternative or communicate more effectively throughout the process. Regarding the room change, we regret that a non-smoking room was not available at that time. As our occupancy was very high, the only rooms available were smoking rooms, and we understand this was not an acceptable alternative for you. Nevertheless, we acknowledge that we should have handled the situation with greater care and empathy. Your comments have been shared with our Management, Engineering, and Front Office teams for thorough review. We take your feedback very seriously, particularly regarding service recovery and communication, as these are essential to the level of hospitality we strive to provide. We sincerely appreciate your candid feedback, as it helps us identify areas where we must improve. We hope you will allow us the opportunity to regain your trust and provide you with the true level of service that guests expect from Grand Mercure Medan Angkasa. Best Regards, Management

Dear Thakerng Wongsirichot, Thank you for taking the time to provide such detailed feedback regarding your stay at Grand Mercure Medan Angkasa. First and foremost, please accept our sincere apologies for the shortcomings you experienced throughout your stay. Regarding your arrival and check-in experience, we are sorry that you did not feel properly recognized and welcomed. We also regret the uncomfortable interaction concerning the credit card PIN. Your feedback has been shared with the Front Office leadership team for review and coaching to ensure that our communication and payment procedures are handled more appropriately and professionally. We are particularly concerned about the room assignment and the lack of communication regarding the smoking status of the 11th floor. We sincerely apologize that this information was not clearly communicated to you before or during check-in. The matter will be reviewed with our Front Office team, and we will also evaluate how smoking and non-smoking room preferences are communicated and documented to prevent a similar situation from occurring again. We acknowledge that the alternative room arrangement did not fully meet your expectations. While our team attempted to provide an solution by moving you to another available room and subsequently offering a Junior Suite, we understand that the initial room assignment and subsequent disruption negatively affected your overall experience. Regarding the Executive Lounge, we sincerely apologize for the inconvenience caused by its temporary closure for renovation and for the alternative arrangement not meeting the expectations associated with your ALL Platinum status. We understand your concern regarding the limited food and beverage offerings and the lack of dedicated service in the alternative area. Your feedback has been forwarded to our Food & Beverage management team for further review. We will also review how information regarding temporary facility closures and alternative arrangements is communicated to our ALL members. We also apologize for the housekeeping delay and the condition of the towels provided during your stay. Your comments regarding the loose fibers and lint are concerning and have been shared with our Executive Housekeeper for immediate review of our linen quality control and replacement procedures. We appreciate your suggestion regarding the ALL App and the need for clearer information concerning smoking floors, room categories, and temporary facility closures. While certain property information within the ALL App is managed through specific brand and Accor channels, we will review the information currently displayed for our hotel and coordinate with the relevant teams where updates are required. At the property level, we will also strengthen our communication with guests during the reservation and check-in process. Please be assured that your feedback has not been taken lightly. We are reviewing each of the points you raised with the respective department heads, as our objective is not simply to resolve the individual issues but to identify opportunities to prevent them from recurring. Once again, we sincerely apologize that your experience did not reflect the standards we strive to provide, particularly to our valued ALL members. We truly appreciate your loyalty and the opportunity to learn from your feedback. We truly hope you will allow us another chance to restore your trust. Should your travel plans bring you back to Medan, please do not hesitate to reach out to me directly. We remain at your disposal should require further assistance. Warm regards, Management

Dear Liliwati Bt Hassan, Thank you very much for your wonderful 5-star review and for sharing your experience with us. We are delighted to know that you had a comfortable stay and were extremely satisfied with our services. Your kind words about our team truly mean a lot to us. We are especially pleased to hear that the dedication and hospitality of our staff made your business stay a memorable one. Your appreciation is a great motivation for our entire team to continue delivering excellent service and creating exceptional experiences for every guest. We look forward to welcoming you back to Grand Mercure Medan Angkasa for another comfortable and enjoyable stay. Warm regards, Management

Dear Gratha A. P., Thank you very much for taking the time to share your wonderful feedback about your stay at Grand Mercure Medan Angkasa. We are delighted to know that you had a pleasant experience with us and enjoyed the welcome gift in your room and our refreshing welcome drink. We are especially happy to hear that our team prepared a reserved table for you and your family during breakfast, allowing you to enjoy your morning without having to worry about finding a table. It is truly our pleasure to provide thoughtful and personalized touches that make our guests feel welcomed and well taken care of. Your kind words are a wonderful encouragement to our team, and we will be delighted to share your appreciation with everyone involved. Thank you once again for choosing Grand Mercure Medan Angkasa. We look forward to welcoming you back for another memorable stay in the future. Warm regards, Management

Dear S., Thank you for taking the time to share your feedback with us. We sincerely apologize if there was any misunderstanding regarding the facilities and benefits provided during your stay. Regarding the baby crib, please kindly note that our baby crib facility is available for infants under 1 year old, based on availability. We apologize for any inconvenience this may have caused. Regarding your ALL – Accor Live Limitless Gold Member benefit, we would also like to clarify that your room was upgraded during your stay. We are sorry if this was not properly communicated to you at the time, and we truly regret any misunderstanding regarding the room upgrade benefit. We also appreciate your feedback regarding the Kids Club. Your comments are valuable to us as we continuously strive to improve our facilities and services to better meet our guests' needs. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back to Grand Mercure Medan Angkasa and provide you with an even more enjoyable experience in the future. Warm regards, Management

Dear William G., Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had a great stay and enjoyed our hotel, especially the friendly and helpful service provided by our team. We are also pleased to know that you enjoyed our lobby bar and that Elisa and Jark made your experience even more memorable. We will certainly share your kind compliments with them. We sincerely apologize for the inconvenience regarding the shower water temperature. Your feedback is greatly appreciated and has been shared with our team for further attention and improvement. It was a pleasure having you as our guest, and we look forward to welcoming you back to Grand Mercure Medan Angkasa for another enjoyable stay. Warm regards, Management

F. yang terhormat, Terima kasih banyak atas ulasan positif yang Anda berikan. Kami sangat senang mengetahui bahwa Anda merasa nyaman dan menikmati pengalaman menginap di Grand Mercure Medan Angkasa. Apresiasi Anda menjadi motivasi bagi kami untuk terus memberikan pelayanan dan pengalaman terbaik bagi setiap tamu. Kami berharap dapat kembali menyambut Anda di Grand Mercure Medan Angkasa pada kunjungan berikutnya. Hormat kami, Management

Dear W., Thank you for sharing your wonderful feedback with us. We are delighted to know that you enjoyed our spacious, clean, and comfortable room, as well as our breakfast selection. We are especially happy to hear that you enjoyed our yellow rice. We also appreciate your suggestion regarding the availability of olives for the salad. Your feedback is valuable to us and will be shared with our Food & Beverage team for consideration. Thank you for recommending Grand Mercure Medan Angkasa. We truly appreciate your support and look forward to welcoming you back for another satisfying stay in the future. Warm regards, Management

Dear Hasrin O., Thank you for taking the time to share your feedback with us. We sincerely apologize that your requested non-smoking and connecting rooms were not available upon your arrival, we fully understand the inconvenience this may have caused and regret that we were unable to meet your room preferences as expected. Please kindly note that specific room requests, including non-smoking and connecting rooms, are subject to availability at the time of check-in. Nevertheless, we truly appreciate your understanding and have shared your feedback with the relevant team for better coordination and communication regarding special room requests. We sincerely hope there will be an opportunity for us to regain your trust and welcome you back in the future. Should you plan another visit, please do not hesitate to contact us directly, as we would truly appreciate the opportunity to ensure a much more enjoyable and memorable stay for you. Best regards, Management

Dear Sin S. C., Thank you so much for your kind words. We’re truly delighted to know that you experienced our warm, friendly, and joyful hospitality. Your lovely feedback means a great deal to our team and inspires us to continue creating memorable experiences for every guest. We can’t wait to welcome you back to Grand Mercure Medan Angkasa for another wonderful stay. Warm regards, Management

Dear Nurul A. B. M. Z., Thank you for taking the time to share your feedback regarding your recent stay at Grand Mercure Medan Angkasa. We sincerely apologize that your experience did not meet your expectations. We regret to learn about the condition of the room, including the odor, stains in the shower area, and the bathroom facilities. Please be assured that your comments have been shared with our Housekeeping and Engineering teams for immediate inspection and corrective action. Your feedback is invaluable in helping us improve both our facilities and our service standards. We truly appreciate you bringing these matters to our attention. We hope you will give us another opportunity to welcome you back and provide you with a much more comfortable and seamless stay. Warm regards, Management

Dear Edi S. /. S. H. X. C., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are delighted to know that you enjoyed your room setup, found the mattress comfortable, and appreciated the spacious work desk, making it convenient to work from your room. It is also wonderful to hear that you enjoyed the variety of our breakfast offerings. At the same time, we sincerely apologize that the condition of the bath towels did not meet your expectations. Please rest assured that your comments have been shared with our Housekeeping team as we continuously review and replace our linen inventory to maintain the standards our guests expect. Regarding the breakfast seating, we appreciate your feedback. During peak hours, the restaurant can become quite busy. To enhance our guests' comfort, we provide additional seating areas whenever possible, and our team continuously monitors guest flow to minimize waiting times and improve the overall dining experience. Thank you once again for your valuable feedback. We truly appreciate your insights and look forward to welcoming you back to Grand Mercure Medan Angkasa for an even more enjoyable stay. Warm regards, Management