Dear Guest, Thank you very much for your lovely feedback. We are delighted that you enjoyed our beautiful rooms and appreciated the renovated bathroom with its walk-in shower. It is also wonderful to hear that you had a pleasant welcome and found our recommendations for exploring Berlin helpful. We are particularly pleased that you enjoyed our varied and delicious breakfast. We would be very happy to welcome you back on your next visit to Berlin. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you very much for your wonderful feedback. We are delighted to hear that you received such a warm welcome and appreciated the service provided by our reception team. Your kind words about their genuine commitment to guest satisfaction mean a great deal to us and will be shared with the entire team. We hope to have the pleasure of welcoming you back to the Mercure Hotel Berlin Zentrum on your next visit to Berlin. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

Gentile Ospite, grazie mille per la sua bellissima valutazione e per aver condiviso la sua esperienza con noi. Siamo molto felici che abbia apprezzato la nostra posizione e, soprattutto, la cordialità e la disponibilità del nostro personale. È un bellissimo complimento che condivideremo con grande piacere con tutto il team. La ringraziamo anche per la sua segnalazione relativa alla velocità del Wi-Fi. I commenti dei nostri ospiti sono sempre preziosi per individuare gli aspetti in cui possiamo migliorare ulteriormente. Grazie per la sua raccomandazione e per la sua fedeltà come membro ALL Classic. Speriamo di avere presto il piacere di accoglierla nuovamente durante il suo prossimo soggiorno a Berlino! Cordiali saluti, Daniel Konieczni Assistant Manager Customer Care

Cher Client, un grand merci pour cette magnifique évaluation et pour votre note parfaite de 100/100 ! Nous sommes particulièrement heureux de lire vos compliments concernant l’accueil, la courtoisie et la gentillesse de notre équipe. Savoir que vous avez trouvé l’ensemble de notre personnel à la réception « fantastique » est une très belle reconnaissance que nous partagerons avec grand plaisir avec toute l’équipe. Nous sommes également ravis que votre satisfaction ait été totale dans tous les domaines de votre séjour. Votre note de 10/10 pour votre recommandation nous touche tout particulièrement. Merci également pour votre fidélité en tant que membre ALL Gold. Ce fut un réel plaisir de vous accueillir et nous espérons vous revoir très bientôt lors de votre prochain séjour à Berlin. Bien cordialement, Daniel Konieczni Assistant Manager Customer Care

Cher Monsieur M., nous vous remercions d’avoir pris le temps de partager votre expérience à la suite de votre séjour parmi nous. Nous sommes sincèrement désolés d’apprendre que l’accueil qui vous a été réservé vous a semblé froid et peu souriant. L’hospitalité et un accueil chaleureux sont essentiels pour nous, et chaque client doit sentir qu’il est véritablement le bienvenu dans notre établissement. Nous regrettons d’autant plus que votre expérience n’ait pas été à la hauteur de vos attentes envers notre hôtel et le groupe Accor, notamment en tant que membre ALL Gold fidèle. Nous avons bien pris en compte votre remarque concernant l’attitude de notre équipe et nous la partagerons en interne. Un sourire, une attitude chaleureuse et le sentiment d’être heureux d’accueillir nos clients peuvent faire une réelle différence et font partie du service que nous souhaitons offrir. Nous vous remercions également pour vos évaluations positives concernant l’application ALL, notre petit-déjeuner et notre Wi-Fi. Nous espérons avoir le plaisir de vous accueillir de nouveau à Berlin et de vous offrir, cette fois-ci, une expérience pleinement à la hauteur de vos attentes. Bien cordialement, Daniel Konieczni Assistant Manager Customer Care

Dear Sir or Madam, Thank you for sharing your feedback following your stay at the Mercure Hotel Berlin Zentrum. We are pleased that you appreciated our location in the heart of Berlin’s LGBTQ+ district, and we have taken note of your comments regarding the general appearance. We are sorry that the finish of the room did not meet your expectations. Our property undergoes regular improvements: we used the pandemic period to modernise our restaurant, install air conditioning in all rooms and deploy a state-of-the-art fire alarm system. Continuing this work, all our rooms were fitted with new Mercure beds at the start of 2023 to provide better night-time comfort, as well as newer connected televisions. Your impressions are valuable to us as we continue to align the experience with our high hospitality standards. We hope to have the pleasure of welcoming you again to provide a stay that meets your expectations. Yours faithfully, Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Dear guest, Thank you for sharing your feedback following your stay at the Mercure Hotel Berlin Zentrum. We are sorry that your experience did not meet your expectations and we understand your disappointment. We place great importance on our guests’ comfort, particularly regarding the availability of hot water and the ease of moving around the hotel. Your perception does not reflect the experience we aim to provide, and we sincerely regret that you did not feel this way. Regarding the luggage storage, we have noted your comment. Due to limited space, a small supplement is charged in order to ensure a secure and properly managed deposit service throughout the day. As for the in-room fridge, our hotel has chosen for several years not to install fridges or minibars for environmental reasons. This initiative is part of our commitment to reduce our footprint and act responsibly. We also pay close attention to the quality of our welcome and the professionalism of our teams. We regret that the impression you received did not match the standard of courtesy and care we strive for. We hope to have the opportunity to welcome you again in order to offer you an experience more in line with our quality standards. Yours sincerely, Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Dear guest, Thank you for sharing your feedback following your stay at Mercure Hotel Berlin Zentrum. We are pleased that the location suited you, and we regret that the overall experience did not meet your expectations. Please accept our apologies for the inconveniences encountered. Our establishment follows an eco-responsible approach, which is why room cleaning and towel replacement are offered on request, in order to limit the use of chemicals and water consumption. We understand that this approach was not ideal for your stay. Regarding luggage storage, we have noted your comment. As our storage space is limited, a small surcharge is applied to ensure a secure and reliable service for all our guests. We are also sorry that the air conditioning did not meet your expectations. Our aim is to provide a comfortable and quiet environment in line with the brand’s standards, and we remain attentive to ensuring every detail contributes to an enjoyable experience. We hope to have the opportunity to welcome you again and to offer you an experience more in line with your expectations. Yours sincerely, Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Dear guest, Thank you for taking the time to share your experience at the Mercure Hotel Berlin Zentrum. Your feedback is valuable and we appreciate the attention you have given to the various aspects of your stay. We are sincerely sorry to learn that the preparation of the room did not meet your expectations, particularly regarding the linen, the duvet and the toiletries. This situation does not reflect the experience our team aims to provide and we understand the inconvenience caused. We are, however, pleased to hear that the reception and parking met your expectations. This encourages us to continue our efforts to ensure a consistent level of service across all areas. We hope to have the opportunity to welcome you again so that we can offer you an experience fully in line with our hospitality standards. Yours sincerely, Mercure Hotel Berlin Centre

Dear Guest, Thank you for sharing your feedback. We are pleased that your stay reflected a spirit of simplicity, a value we uphold to provide a smooth and unpretentious experience. Our team strives to offer a comfortable setting, attentive service and good value for money, so that each visit is pleasant and relaxed. Your positive comments encourage us to continue in this direction. We would be delighted to welcome you again on your next stay in Berlin. Sincerely, Hotel Mercure Berlin Centre Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your feedback. We are sincerely sorry that your experience did not meet your expectations. Your impression of the welcome and organisation does not reflect the warm and seamless experience our team strives to provide at every visit. Regarding the cleaning of the room and the replacement of linen, our establishment follows an environmentally responsible approach. We carry out cleaning and towel changes on request to limit the use of chemicals and water consumption, and we understand that this arrangement may not have been ideal for your stay. We also regret the inconvenience regarding the handling of the prepaid breakfast. Our aim is to offer clear and simple processes so that our guests can enjoy every moment with peace of mind. Your feedback is valuable in maintaining hospitality and service standards that reflect our commitments. We hope to have the opportunity to welcome you again to provide a more harmonious experience that meets our levels of expectation. Yours sincerely, Hotel Mercure Berlin Centre Mirat Capli Assistant Manager Customer Care

Dear Guest, Thank you for sharing your impressions and for rating several aspects of your stay so positively, including breakfast, cleanliness, our team, and the overall experience. We are sorry to learn that the sleeping arrangement for your daughter and the room layout did not meet your expectations. Our goal is for every guest to feel comfortable, and we understand how important restful bedding and adequate space are for families. Due to the building’s structure, our rooms differ in size across categories. For family visits or longer stays in Berlin, many guests find our Superior or Privilege rooms provide the added space and comfort they are seeking. We appreciate your feedback and hope to have the opportunity to welcome you and your family again for a more seamless experience. Best regards Mercure Hotel Berlin Zentrum Daniel Konieczni Assistant Manager Customer Care

Dear Guest, Thank you for sharing your feedback with us. We are sorry to learn that your arrival did not reflect the warm and efficient welcome we aim to provide to every guest. Our team is committed to courteous service and a smooth check-in experience, and we regret that your impression fell short of these standards. Your comments are valued, and we appreciate the opportunity to reflect on the hospitality our guests should expect at all times. We hope to have the opportunity to welcome you again for a more positive experience. 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 truly sorry to hear that your recent stay with us did not meet your expectations – especially as a loyal guest of the Mercure brand. Please accept our sincere apologies for the condition of the room, the bathroom, and the noise disturbance you experienced. This is certainly not the standard we strive to uphold at Mercure Hotel Berlin Zentrum. Your comments have been shared with our team, and we will carefully review the points you raised in order to improve the quality of our services and facilities. We always aim to offer a comfortable and enjoyable stay, and we regret that we missed the mark during your visit. Should you consider giving us another opportunity, we would be glad to make your next stay more in line with the standards you rightfully expect. Best regards Mercure Hotel Berlin Zentrum Mirat Capli Assist. Manager Customer Care

Dear guest, we are pleased to hear that you were satisfied with our service. Mrs Skarupke and our team attach great importance to making our guests' stay as pleasant as possible and always endeavour to help with any special requests. We are pleased that we were able to help you in this case and hope to welcome you back soon. Yours sincerely Mercure Hotel Berlin Centre Marianne Skarupke Junior Manager Revenue & Quality