Dear Guest, thank you very much for taking the time to share your positive feedback with us. We are delighted that you enjoyed our location and the quiet atmosphere of your room. With the wide variety of restaurants in our neighbourhood and the nearby bus and train connections, we are indeed fortunate to have a great starting point for exploring Berlin. We are especially pleased with your excellent ratings for the cleanliness of our hotel, your check-out experience and our team. Your recommendation of 9/10 is also a wonderful compliment for us. Thank you for choosing to stay with us. We hope to have the pleasure of welcoming you both back on your next visit to Berlin! Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you for your continued loyalty and for taking the time to share your experience with us. We are very pleased to know that you regularly choose to stay with us and appreciate both our location and the comfort of our hotel. This makes us even more disappointed to hear about the condition in which you found your bathroom on this occasion. Finding hair in the sink is already below the standard of cleanliness we expect. However, discovering used towels from the previous guest behind the bathroom door, together with an empty colostomy bag, is completely unacceptable. We sincerely apologize that the room was handed over to you in this condition. We have shared your feedback with our housekeeping team and will address this internally. A guest room must be thoroughly cleaned and inspected before being released, and clearly this did not happen to the standard it should have on this occasion. We greatly appreciate that you have chosen our hotel repeatedly in the past and are truly sorry that we disappointed you this time. We hope that this unfortunate experience will remain an exception and that we will have the pleasure of welcoming you back under the much better circumstances you have come to expect from us. Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you very much for your fantastic review and the perfect score of 100/100! We are delighted to hear that you enjoyed our central location and appreciated the cleanliness and quiet atmosphere of your room. It is also great to know that our blackout curtains helped provide a comfortable and restful stay. We are especially pleased to see your perfect ratings for our team and throughout every aspect of your experience with us. Your 10/10 recommendation is a wonderful compliment for the entire team. Thank you as well for your loyalty as an ALL Gold member. We hope to have the pleasure of welcoming you both back on your next visit to Berlin! Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you very much for taking the time to share such detailed and constructive feedback with us. We are delighted that you enjoyed our location and had a comfortable stay. At the same time, we completely understand your comments regarding the perceived value of our breakfast, particularly given the wide variety of cafés and restaurants available in our neighbourhood. We are sorry that our breakfast offering did not meet your expectations in relation to its price. Your comparison and suggestions regarding additional options such as freshly prepared dishes, smoothies or iced coffee are valuable feedback, which we are happy to share with the responsible team. We also apologize that the refund for your unused prepaid breakfast was not resolved at the beginning of your stay. While we are pleased that the matter was ultimately settled, we understand that having to wait until the end of your visit caused unnecessary frustration and affected your overall impression. Thank you especially for explaining what would have turned your 8 into a 9 – or even a 10. Feedback this specific is extremely helpful to us as it clearly shows where we have opportunities to improve the guest experience. We hope to have the pleasure of welcoming you back to Berlin and perhaps earning those additional points on your next stay! Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you for taking the time to share your experience with us so openly. We are sorry to hear that your stay did not meet the expectations you had based on your previous experiences at other Accor hotels. We especially regret that, despite receiving a Privilege Room, you felt that some of the additional touches you had expected were missing. While room amenities and additional welcome benefits may vary between individual hotels and brands within the Accor network, we fully understand that details such as a welcome note, a small gift or additional amenities can make a significant difference to the overall experience – particularly for our loyal ALL members. We also appreciate your comments regarding the empty minibar, the absence of bottled water and the cosmetic/toiletry amenities. Your feedback gives us valuable insight into how our Privilege Room experience is perceived in comparison with other hotels, and we will take this into consideration when reviewing our guest experience and room presentation. Most importantly, we are sorry that you left us feeling disappointed. Receiving an upgraded room should contribute to making a stay feel more special, and we regret that this was not the impression we were able to create for you. Thank you for your loyalty to Accor and for giving us such detailed feedback. We sincerely hope that we will have another opportunity to welcome you and provide you with an experience that better meets your expectations. Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you very much for your wonderful review and the fantastic score of 100/100! We are delighted to hear that you enjoyed your comfortable room and bed, our breakfast and, of course, the service provided by our team. Your comment that “all of you are good” is a wonderful compliment, and we will be very happy to share it with our colleagues. It is also great to know that you appreciated our central location, the easy booking process and our approach to sustainability, including room cleaning on request and reducing unnecessary disposable items at breakfast. Thank you as well for mentioning the missing refrigerator. We understand that having a fridge in the room can be convenient, especially during a longer stay, and appreciate you sharing this with us. Most of all, we are very happy that you had such an enjoyable stay and would recommend us to others. We hope to have the pleasure of welcoming you back to Berlin very soon! Kind regards, Daniel Konieczni Assistant Manager Customer Care

Dear Mr W., wow – what a wonderful review to receive! Thank you so much for taking the time to share such kind words about your four nights with us in Berlin. We are absolutely delighted to hear that you had such a great stay, and even more so that our team was the highlight of your experience. Your lovely comments about our front desk colleagues, our breakfast team and especially our housekeeping colleague with the “big beautiful smile” truly made us smile as well. We will make sure to share your compliments with the entire team. Recognition like yours means a great deal to our colleagues and is a wonderful reminder of how much a warm welcome, a friendly smile and genuine hospitality can contribute to a memorable stay. Thank you also for your very kind compliment to our management regarding the team – we are incredibly proud of them, and we could not agree with you more! We have also taken note of your comment regarding the Wi-Fi range. While we are thrilled with your otherwise perfect scores, feedback like this helps us identify where there is still room for improvement. It was a genuine pleasure having you with us, and we very much hope to welcome you both back on your next visit to Berlin. Until then, we wish you all the very best and will happily pass your wonderful words on to our team. Warm regards, Daniel Konieczni Assistant Manager Customer Care

Dear Guest, thank you very much for taking the time to share your feedback with us. We are delighted to hear that you once again enjoyed your stay with us and especially appreciate your kind words about our daytime reception and housekeeping teams. It means a lot to us to know that their friendliness and hospitality make you feel welcome whenever you stay with us. At the same time, we are very sorry to hear about your experience with our night receptionist. The attitude you described does not reflect the level of service and hospitality we expect from our team. Forgetting a key card can happen, and asking our reception for assistance should certainly not result in an unpleasant interaction. We take your feedback seriously and will address this internally with the respective team member. It is particularly unfortunate that this experience overshadowed what had otherwise been such a positive stay. We sincerely hope that we will have the pleasure of welcoming you back again and that your next visit will once again be a completely positive experience from arrival to departure. Kind regards, Daniel Assistant Manager Customer Care

Dear Guest, Thank you for sharing such encouraging feedback about your recent stay with us. We are delighted to know that you found the hotel clean and that our team made a positive impression. Your recognition of our friendly service and overall value is truly appreciated. Delivering a welcoming atmosphere and comfortable experience at a fair price is central to our service philosophy. We are grateful you chose us and look forward to the pleasure of welcoming you back on your next visit to Berlin. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for choosing us again and for sharing such encouraging feedback. We are delighted to know your stays continue to be enjoyable and that our calm atmosphere and location contribute to a positive experience. It is wonderful to learn that you would recommend us. Providing a consistently well-managed and welcoming environment is central to our service philosophy, and your remarks affirm our team’s efforts. We look forward to welcoming you back for another comfortable visit. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your experience with us. We are delighted to know that our location on quieter streets contributed to a relaxing stay and that the cleanliness and comfort of your room met your expectations. It is wonderful to hear that the in-room electric kettle added convenience to your visit. Providing thoughtful amenities that enhance comfort and flexibility is an important part of our service philosophy. We truly appreciate your feedback and hope to have the pleasure of welcoming you back on your next trip to Berlin. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your experience with us. We are pleased to learn that our central location was convenient and that breakfast met your expectations. We are sorry that the condition of your room and available storage did not contribute to a fully comfortable stay, especially over a longer visit. Our aim is to provide well-appointed, practical spaces for all guests, and we regret that this was not reflected in your experience with Room 203. Your perspective is valuable to our team as we continually uphold our standards of comfort and service. We appreciate you taking the time to let us know. We hope to have the opportunity to welcome you again and provide a more seamless stay. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your experience with us. We are delighted to know that you enjoyed a comfortable stay and appreciated our location, as well as the cleanliness and comfort of your room. Our team is especially pleased to hear that their courteous and helpful service contributed positively to your visit. Providing warm hospitality and well-maintained accommodations is central to our commitment to our guests. We value your feedback and look forward to welcoming you back for another pleasant stay. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your impressions following your recent stay with us. We are pleased to hear that our location suited your plans and that you found good value for the price. We appreciate your observations regarding the room ambiance and lighting. Our team strives to provide comfortable, well-equipped rooms, and your remarks help us understand where the experience felt less bright or contemporary. It is good to know the room features were practical for you, including the lighting options. We also note your mention of lift access with the room key, which is part of our efforts to ensure a secure environment for our guests. Should your travels bring you back to Berlin, we would be delighted to welcome you again. We hope to have another opportunity to provide a seamless and pleasant stay. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your impressions of your stay with us. We are delighted to hear that our team’s courteous service and our central location contributed positively to your visit. We are sorry that the price of our breakfast did not meet your expectations. We aim to present an extensive buffet with a broad selection, priced to reflect operating costs and fair compensation for our hotel team, while remaining reasonable for our guests. Across all our offerings, we work to align prices with local demand and availability so that they are both market- and guest-oriented. We understand that this balance is not always immediately evident, and our team is always available to assist with any questions during your stay. We appreciate your feedback and hope to have the pleasure of welcoming you again soon. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your feedback and for highlighting our convenient yet tranquil location. We are delighted that our setting enhanced your time in Berlin and supported your plans around the city. Providing a relaxing environment with easy access to key attractions is central to our service philosophy, and it is wonderful to know this resonated with you. Your recognition encourages our team to keep delivering a seamless experience for our guests. We look forward to welcoming you back on your next visit to Berlin. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for taking the time to share your feedback. We are sorry to learn that our hotel did not meet your expectations of the Mercure brand. At the same time, we would like to provide some clarification regarding several points raised in your review. The design, size, and features of our rooms correspond to the room category you booked and are represented on our official booking channels. Naturally, perceptions of room size, brightness, and overall design can vary from guest to guest. We take your feedback seriously; however, we cannot agree with the statement that the published images are misleading. You also mentioned that a room change would not have altered your opinion of the hotel. Approximately 30 minutes after check-in, you approached the reception desk and immediately requested to cancel your stay. As you had already decided to leave the hotel at that point, we were unfortunately not given the opportunity to explore alternative options or work together on a solution that may have improved your experience. We are particularly sorry to read your comment that our team was unwilling to assist. Our reception staff listened to your concerns, explained the situation, and remained available to provide further assistance. However, as your request was limited to an immediate cancellation of a non-refundable reservation, we were unable to accommodate that request. While we fully respect your personal opinion of the hotel, we would also like to note that you did not raise any concerns regarding cleanliness and that the room category booked was provided as reserved. We regret that we were unable to meet your expectations and wish you all the best in your future travels. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for taking the time to share your impressions with us. We are sorry that your stay did not meet your expectations in all respects. Our team places great importance on a courteous and attentive welcome so that our guests feel at home from the very beginning. We regret that this impression was not conveyed to you. Your perception of the room size and value for money is also important to us. Our aim is to provide a comfortable environment and an appropriate overall value in every category. We greatly appreciate your feedback, as it helps us to align the guest experience consistently with our service culture and the well-being of our guests. It would be a pleasure to have the opportunity to convince you of our high service standards on a future occasion. We look forward to welcoming you back. Best regards, Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care