Dear Larissa B., Thank you for choosing to stay with us during your stopover before your liveaboard adventure. We are glad to have provided you with a convenient and comfortable rest before heading out to sea. We hope you had an amazing dive trip, and we would be honored to welcome you back on your next voyage. Warm regards, Maksum Aksan Damanik - General Manager

Dear Ms. Alma N. L., Thank you for taking the time to share your feedback regarding your stay at Mercure Berau. We are delighted to know that you enjoyed the atmosphere and facilities of our hotel and that our service contributed positively to your experience. Your kind words are truly appreciated and serve as great encouragement for our team. At the same time, we sincerely apologize that your request regarding the bed arrangement for the following day was not followed up as carefully as it should have been. We appreciate you bringing this to our attention, and your feedback has been shared with the relevant team to ensure better communication and follow-through on guest requests in the future. Thank you once again for your understanding and valuable feedback. We are pleased to know that, overall, you had an enjoyable stay, and we look forward to welcoming you back to Mercure Berau for another memorable experience. Warm regards, Maksum Aksan Damanik General Manager

Dear Ms. Vicky T., Thank you very much for taking the time to share your feedback regarding your stay at Mercure Berau. We are delighted to know that you enjoyed your stay with us and that our team’s friendly and welcoming hospitality made a positive impression on you. Your kind words about our staff are truly appreciated and will be shared with the team as encouragement to continue delivering exceptional service. We are also pleased to learn that you enjoyed the cleanliness of our facilities, the comfort of your accommodation, and the overall experience during your visit. At the same time, we appreciate your comments regarding the food offerings. Feedback such as yours helps us continuously refine and enhance our guest experience. As a valued ALL – Accor Live Limitless Classic member, your feedback is especially important to us. Thank you for your support and recommendation. We look forward to welcoming you back to Mercure Berau for another enjoyable stay in the near future. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Kotaro T., Thank you for taking the time to share your detailed feedback regarding your recent stay at Mercure Berau. First and foremost, we sincerely apologize for the inconvenience and frustration you experienced concerning our payment procedures during your stay. We fully understand how being asked to make payment separately for additional services, particularly while enjoying your personal time, could affect the overall guest experience. We truly appreciate your thoughtful comments regarding the use of a credit card deposit at check-in and the ability to charge services directly to the room for settlement upon departure. Your feedback is valuable and has been shared with our management team for review as we continuously evaluate ways to enhance guest convenience while maintaining our operational standards. We are also grateful for your observations regarding family accommodation options. We understand the importance of clear and accurate information when planning family travel, and your suggestion will help us improve the way room configurations and villa options are communicated to future guests. At the same time, we are pleased to know that you enjoyed the comfort of your accommodation, the cleanliness of the hotel, our breakfast offerings, and the overall quality of our facilities. We also appreciate your recommendation despite the concerns you encountered. As a valued ALL – Accor Live Limitless Classic member, your feedback is especially important to us. Thank you for bringing these matters to our attention and helping us identify opportunities for improvement. We hope to have the pleasure of welcoming you and your family back to Mercure Berau and providing a smoother and even more enjoyable experience in the future. Warm regards, Maksum Aksan Damanik General Manager

Yth. Bapak Imran h., Terima kasih yang sebesar-besarnya atas ulasan yang sangat positif mengenai pengalaman menginap Anda di Mercure Berau. Kami sangat senang mengetahui bahwa keramahan dan sikap membantu dari tim Front Office kami memberikan kesan yang baik serta membuat masa tinggal Anda terasa nyaman. Ulasan seperti ini merupakan penghargaan yang sangat berarti bagi seluruh tim kami, karena memberikan pelayanan yang hangat dan profesional memang menjadi prioritas utama kami. Kami juga berterima kasih atas apresiasi Anda terhadap kenyamanan kamar, kebersihan hotel, serta layanan Concierge. Pengakuan khusus terhadap tim Front Desk akan kami sampaikan kepada mereka sebagai motivasi untuk terus memberikan pelayanan terbaik kepada setiap tamu. Di sisi lain, kami mencatat masukan Anda terkait konektivitas di kamar serta variasi sarapan. Kami menghargai feedback tersebut dan akan menjadikannya sebagai perhatian untuk terus meningkatkan kualitas produk dan layanan kami. Sebagai member ALL – Accor Live Limitless Classic, dukungan dan kepercayaan Anda sangat berarti bagi kami. Kami merasa terhormat mengetahui bahwa Mercure Berau dan jaringan Accor akan menjadi pilihan Anda pada kunjungan mendatang. Kami berharap dapat kembali menyambut Bapak di Mercure Berau untuk pengalaman yang sama menyenangkannya di masa depan. Hormat kami, Maksum Aksan Damanik General Manager

Dear Ms. Katherine Vickers, Thank you very much for taking the time to share such a wonderful review of your stay at Mercure Berau. We are truly delighted to know that you enjoyed a comfortable and memorable stay with us. It is especially rewarding to hear that you appreciated the cleanliness of our hotel and room, the comfort of our beds and pillows, as well as the quality of our breakfast and dinner offerings. Your kind words about our team mean a great deal to us. Creating a warm welcome and ensuring our guests feel comfortable from the moment they arrive is what we strive for every day. We would also like to extend our sincere thanks for your special recognition of Abit in our restaurant. We will be delighted to share your compliments with him. Knowing that he made you feel like family is exactly the kind of hospitality experience we aim to provide. Thank you once again for choosing Mercure Berau. We sincerely look forward to welcoming you back for another enjoyable stay in the future. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Scott M., Thank you for taking the time to share your detailed feedback regarding your recent stay at Mercure Berau. While we are pleased to learn that you enjoyed your room and were satisfied with the cleanliness, accommodation, Wi-Fi, and overall comfort of your stay, we are truly sorry that your dining experience did not meet your expectations. Please accept our sincere apologies for the shortcomings you encountered in our restaurant. Serving bottles of water at an inappropriate temperature is certainly not the level of service we strive to provide. Furthermore, we fully understand your frustration regarding the unavailable meal ingredient being communicated only after the dishes were served. We agree that this should have been communicated much earlier, allowing you to make an informed choice before your order was prepared. We also appreciate your valuable comments regarding our breakfast selection, particularly your suggestions for improved pastry quality and the addition of items such as yogurt and muesli. Your feedback has been shared with our Culinary and Food & Beverage teams for careful review and follow-up. As a valued ALL – Accor Live Limitless Classic member, your feedback is extremely important to us. While we are encouraged by the positive aspects of your stay, we regret that the dining experience overshadowed what was otherwise a comfortable visit. Thank you for bringing these matters to our attention. We are committed to learning from your feedback and improving our service standards. We sincerely hope to have the opportunity to welcome you back and provide the seamless experience you rightfully expected. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Alam C. W., Thank you very much for taking the time to share your wonderful feedback regarding your stay at Mercure Berau. We are delighted to know that you had a great overall experience and that the friendliness of our team left such a positive impression on you. Your kind words are truly appreciated and serve as a great motivation for all of us to continue delivering warm and attentive hospitality. As a valued ALL – Accor Live Limitless Gold member, we are especially pleased to learn that you enjoyed the recognition received during your stay, including the welcome drink, welcome amenity, and room upgrade. It is rewarding to know that these benefits exceeded your expectations. We are also grateful for your appreciation of our facilities, dining experiences, sustainability initiatives, and the services provided throughout the hotel. Thank you once again for your trust and loyalty. We look forward to welcoming you back to Mercure Berau for another memorable stay in the near future. Warm regards, Maksum Aksan Damanik General Manager

Yth. Bapak Bondan K. U., Terima kasih yang sebesar-besarnya atas ulasan positif yang telah Bapak berikan mengenai pengalaman menginap di Mercure Berau. Kami sangat senang mengetahui bahwa Bapak menikmati pengalaman menginap yang nyaman serta mengapresiasi keramahan tim kami, kebersihan kamar, dan suasana hotel yang tenang. Kepuasan tamu merupakan prioritas U. kami, dan apresiasi seperti yang Bapak sampaikan menjadi motivasi bagi seluruh tim untuk terus memberikan pelayanan terbaik. Sebagai member ALL – Accor Live Limitless Classic, kami juga sangat menghargai kepercayaan dan loyalitas Bapak kepada jaringan Accor. Senang mengetahui bahwa berbagai aspek selama menginap, mulai dari kedatangan, kenyamanan kamar, sarapan, hingga proses keberangkatan, dapat memberikan pengalaman yang menyenangkan. Kami berharap dapat kembali menyambut Bapak di Mercure Berau pada kunjungan berikutnya untuk pengalaman menginap yang sama berkesannya. Hormat kami, Maksum Aksan Damanik General Manager

Dear Mr. Philipp B., Thank you very much for taking the time to share your wonderful feedback regarding your recent stay at Mercure Berau. We are delighted to learn that you had such an enjoyable experience and that you appreciated our facilities, cleanliness, and the friendliness of our team. It is especially rewarding to know that our staff made your check-in experience smooth and contributed to making your stay memorable. We are also pleased to hear that you found the ALL App easy to use and that your experience as an ALL – Accor Live Limitless Gold member met your expectations. Your recognition of our sustainability initiatives is particularly meaningful, as we remain committed to implementing responsible practices that contribute positively to our environment and community. Your kind words and recommendation are truly appreciated and serve as great motivation for our entire team to continue delivering exceptional hospitality. We look forward to welcoming you back to Mercure Berau for another memorable stay in the near future. Warm regards, Maksum Aksan Damanik General Manager

Dear Ms. Tini S. L., Thank you very much for taking the time to share your detailed feedback regarding your recent stay at Mercure Berau. We are truly delighted to know that you had a comfortable and enjoyable stay with us. It is especially rewarding to hear your compliments about the cleanliness of Room 666 and our facilities throughout the hotel, from the lobby and restaurants to the public areas. Knowing that our hotel continues to feel fresh and well-maintained means a great deal to us. We are also pleased to learn that our team's attentiveness and hospitality encouraged you to extend your stay. Your special recognition of Vivi, Fini, Dede, Rashid Iqbal, and James is sincerely appreciated. We will be delighted to share your kind words with them, as such recognition serves as a wonderful motivation for our team to continue delivering exceptional service. As a valued ALL – Accor Live Limitless Classic member, we are grateful to know that the recognition you received during your stay met your expectations. We also appreciate your positive comments regarding our sustainability initiatives and your dining experience at Le360 Rooftop Bar & Lounge. Thank you once again for your generous feedback and support. We look forward to welcoming you back to Mercure Berau for another memorable stay in the near future. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Tjek J., Thank you for taking the time to share your feedback regarding your recent stay at Mercure Berau. We are delighted to know that you found your stay clean, comfortable, and excellent overall. It is particularly rewarding to hear your appreciation for the cleanliness of our hotel and the helpful service provided by our team. We would also like to thank you for recognizing our reception team. Your kind words will certainly be shared with them, as such recognition serves as a great motivation to continue delivering warm and attentive hospitality. As a valued ALL – Accor Live Limitless Classic member, your feedback is highly appreciated and helps us continuously enhance the guest experience. We sincerely look forward to welcoming you back to Mercure Berau for another enjoyable stay in the near future. Warm regards, Maksum Aksan Damanik General Manager

Yth. Bapak Ridwan C., Terima kasih atas waktu yang telah Anda luangkan untuk berbagi pengalaman menginap di Mercure Berau. Kami sangat senang mengetahui bahwa Anda menikmati pengalaman menginap yang nyaman dan menilai bahwa seluruh layanan kami berjalan dengan baik. Apresiasi Anda terhadap kinerja seluruh tim kami merupakan kebanggaan tersendiri, dan dengan senang hati akan kami sampaikan kepada seluruh tim sebagai bentuk motivasi. Sebagai member ALL – Accor Live Limitless Gold, kepercayaan dan penilaian Anda sangat berarti bagi kami untuk terus menjaga dan meningkatkan kualitas pelayanan. Kami berharap dapat kembali menyambut Bapak di Mercure Berau pada kesempatan berikutnya dengan pengalaman yang tidak kalah menyenangkan. Hormat kami, Maksum Aksan Damanik General Manager

Yth. Bapak Alam C. W., Terima kasih yang sebesar-besarnya atas penilaian sempurna serta ulasan positif yang telah Anda berikan mengenai pengalaman menginap di Mercure Berau. Kami sangat senang mengetahui bahwa Anda menikmati kenyamanan selama menginap, serta mengapresiasi keramahan tim kami dan kondisi hotel yang masih baru. Kepuasan Anda terhadap seluruh aspek layanan, mulai dari fasilitas, kebersihan, hingga pengalaman kuliner dan pelayanan tim kami, merupakan kebanggaan tersendiri bagi kami. Kami juga sangat menghargai kepercayaan Anda sebagai member ALL – Accor Live Limitless, serta pengakuan Anda terhadap tingkat perhatian dan layanan yang kami berikan selama masa menginap. Ulasan luar biasa yang Anda sampaikan menjadi motivasi bagi seluruh tim kami untuk terus menjaga kualitas dan memberikan pengalaman menginap yang konsisten dan berkesan. Kami berharap dapat kembali menyambut Bapak di Mercure Berau pada kesempatan berikutnya. Hormat kami, Maksum Aksan Damanik General Manager

Yth. Bapak Pico R. A. N., Terima kasih yang sebesar-besarnya atas penilaian sempurna serta ulasan positif yang telah Anda berikan mengenai pengalaman menginap bersama keluarga di Mercure Berau. Kami sangat bangga mengetahui bahwa Anda menilai Mercure Berau sebagai “Best Hotel in City”. Apresiasi Anda terhadap kelengkapan fasilitas, kenyamanan kamar, serta kualitas makanan sangat berarti bagi kami dan menjadi bukti komitmen kami dalam menghadirkan pengalaman menginap yang terbaik. Kami juga sangat menghargai kepercayaan Anda sebagai member ALL – Accor Live Limitless. Penilaian sempurna yang Anda berikan di berbagai aspek, termasuk layanan, fasilitas, hingga pengalaman kuliner, menjadi motivasi besar bagi seluruh tim kami untuk terus menjaga dan meningkatkan kualitas pelayanan. Merupakan suatu kehormatan bagi kami dapat menjadi bagian dari momen kebersamaan Anda bersama keluarga. Kami berharap dapat kembali menyambut Bapak di Mercure Berau pada kesempatan berikutnya dengan pengalaman yang tidak kalah menyenangkan. Hormat kami, Maksum Aksan Damanik General Manager

Yth. Bapak Steven S., Terima kasih yang sebesar-besarnya atas kepercayaan Anda untuk kembali memilih Mercure Berau, serta atas waktu yang telah Anda luangkan untuk membagikan ulasan yang sangat detail. Kami sangat senang dapat kembali menyambut Bapak untuk kunjungan kedua dan mengetahui bahwa Anda tetap mengapresiasi kebersihan hotel, kenyamanan fasilitas, serta pelayanan dari tim kami. Kami juga senang bahwa Anda menikmati pengalaman menginap di Villa Suite yang kami sediakan. Namun demikian, kami mohon maaf atas ketidaknyamanan yang Bapak alami terkait adanya nyamuk, khususnya di area lantai pertama villa. Masukan serta saran Anda mengenai penggunaan alat pengendali nyamuk elektronik/UV sangat kami hargai dan telah kami teruskan kepada tim Engineering dan Housekeeping untuk ditindaklanjuti sebagai bagian dari peningkatan kualitas layanan kami. Sebagai member ALL – Accor Live Limitless dengan status Platinum, masukan Anda memiliki arti yang sangat penting bagi kami. Kami berkomitmen untuk terus meningkatkan pengalaman menginap Anda agar semakin nyaman dan berkesan. Kami sangat menghargai dukungan Anda dan menantikan kesempatan untuk kembali menyambut Bapak pada kunjungan berikutnya dengan pengalaman yang lebih sempurna. Hormat kami, Maksum Aksan Damanik General Manager

Yth. Bapak Aswadi Dona Wijaya, Terima kasih yang sebesar-besarnya atas penilaian sempurna serta ulasan positif yang telah Anda berikan mengenai pengalaman menginap di Mercure Berau. Kami sangat senang mengetahui bahwa Anda merasa nyaman selama menginap serta mengapresiasi desain dan kualitas bangunan hotel kami. Kepuasan Anda merupakan kebanggaan bagi kami, terlebih sebagai member ALL – Accor Live Limitless. Apresiasi yang Anda berikan menjadi motivasi bagi seluruh tim kami untuk terus menjaga dan meningkatkan kualitas pelayanan. Kami berharap dapat kembali menyambut Bapak di Mercure Berau pada kesempatan berikutnya. Hormat kami, Maksum Aksan Damanik General Manager

Dear Ms. Elena V. R., Thank you very much for your outstanding rating and for sharing such a wonderful review of your stay at Mercure Berau. We are truly delighted to learn that you had an enjoyable and comfortable stay with us. It is especially rewarding to know that you found your room comfortable, had a restful night’s sleep, and appreciated the quality of our breakfast offerings. Your kind words regarding the friendliness and helpfulness of our team mean a great deal to us, as delivering warm and attentive service is at the heart of what we do. As a valued ALL – Accor Live Limitless Classic member, your recognition is particularly meaningful and greatly motivates us to continuously provide exceptional experiences. We sincerely look forward to welcoming you again for another memorable stay in the heart of Berau. Warm regards, Maksum Aksan Damanik General Manager

Yth. Bapak Muhamad R., Terima kasih banyak atas ulasan positif dan penilaian tinggi yang Anda berikan untuk Mercure Berau. Kami sangat senang mengetahui bahwa Anda menikmati pengalaman menginap bersama keluarga, khususnya terkait kenyamanan fasilitas, kebersihan hotel, serta keramahan tim kami. Apresiasi Anda terhadap perhatian staf kami dalam memastikan kepuasan tamu juga sangat berarti bagi kami. Di sisi lain, kami mohon maaf atas kendala yang Anda alami terkait kecepatan koneksi WiFi. Masukan ini menjadi perhatian kami untuk segera ditindaklanjuti demi meningkatkan kenyamanan tamu di masa mendatang. Kami berharap dapat menyambut Anda dan keluarga kembali untuk pengalaman menginap yang lebih sempurna di kunjungan berikutnya. Hormat kami, Maksum Aksan Damanik General Manager