Dear Mr. Q., Thank you for sharing your feedback regarding your recent stay. We regret to hear that your experience did not meet your expectations, particularly concerning the room's location and amenities. Your comments are valuable as we strive to enhance our guests' experiences. Kind regards, Nathan Mercure Penrith Team

Dear Ms. F., Thank you for your kind feedback regarding your recent stay. We are pleased to hear that you found your room comfortable and appreciated the excellent service from our front office staff. We acknowledge the noise challenges during busy periods and appreciate your understanding. Thank you again for taking the time to review our hotel, and we hope to welcome you back in the future. Best regards, Nathan Mercure Penrith Team

Dear Ms C., Thank you for sharing your positive experience at Mercure Penrith. We are delighted to hear that you found your stay comfortable and appreciated the friendliness of our staff. It is gratifying to know that your children enjoyed the soft toys, as we strive to make the hotel an enjoyable place to stay for guests of all ages. We are pleased that our convenient location met your expectations, offering easy access to restaurants and activities suitable for families. Additionally, we appreciate your mention of our café, which aims to provide a relaxing and convenient in-house option for our guests. We look forward to welcoming you back for another fantastic stay in the future. Best regards, Steyn Mercure Penrith Team

Dear Ms L., Thank you for taking the time to share your feedback regarding your recent stay with us. I sincerely apologise for the inconvenience you experienced with your room arrangements. I understand how important it is for families to be accommodated comfortably, especially during a family getaway. It is regrettable that the connecting rooms you requested were not available, and I acknowledge the lack of communication prior to your arrival regarding this matter. Our team strives to fulfill guest requests, and I appreciate your recognition of their efforts to find a solution during a busy weekend. Your comments about the need for improved communication have been noted, as we continuously aim to enhance our guest experience. We value your feedback and hope that you might consider staying with us again in the future, for a more enjoyable stay. Best regards, Mackenzie Laurence Assistant Manager Mercure Penrith

Dear Ms. K., Thank you for your positive feedback regarding our friendly staff and the cleanliness of your room. We are delighted to hear that you found your stay comfortable. Your kind words inspire us to continue providing excellent service. Best regards, Nathan Mercure Penrith Team

Dear Ms. E., Thank you for your positive feedback. We are pleased to hear that you found your room comfortable and appreciated our convenient location. It is wonderful to know that you feel secure and at home during your stays with us. Thank you for taking part in our "skip the clean". Each day you elected to skip on the daily housekeeping, you were credited 100 reward points to your Accor account. I can see these are already credited to your account and along with the points for your stay. Should you have any questions, please do not hesitate to contact us. We look forward to welcoming you back for your next visit. Best regards, Nathan Mercure Penrith Team

Good afternoon Mr. J. Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you were disappointed with your experience and, in particular, with the misunderstanding regarding breakfast inclusions. We completely understand your frustration when the inclusions displayed by the travel website did not align with what was covered under the booking received by the hotel. Unfortunately, this is an issue we encounter with online travel websites, as the information displayed at the time of booking does not always clearly reflect the way children’s breakfast charges are applied by the hotel. In this instance, the booking we received was for two adults and two children, with breakfast included for the two adults. Children stay free of charge, but breakfast for children is charged separately based on their age, with the applicable rate being $14 per child. Had the booking been made for four adults, the room rate would have been higher, and breakfast would have been charged at the adult rate of $20 per person. We appreciate that this distinction was frustrating, particularly as you had contacted the travel website and were advised that breakfast was included for all four guests. We would like to clarify, however, that once a reservation is made through an external travel website, we are required to honour the booking details and inclusions that are transmitted to us by that provider. Unfortunately, we do not have the same flexibility to amend or reinterpret those inclusions as we would with a direct booking. We certainly do not want our guests to feel that they are being given reasons rather than a solution. We understand how disappointing it is when what you believe you have booked does not match what is presented upon arrival, and we are sorry that this was your experience. For future stays, we always encourage guests to book directly with the hotel. Direct bookings provide us with greater flexibility to discuss individual circumstances, offer solutions where possible, and ensure that the inclusions are clearly outlined in our confirmation. Thank you again for bringing this matter to our attention. We value your feedback and will continue to work with our booking partners to help minimise confusion around inclusions, particularly where children are included in a reservation. Kind regards Steyn Mercure team

Dear Ms. T. S., Thank you for your kind words regarding your recent stay. We are delighted to hear that our reception team and the cleanliness of your room contributed to a comfortable experience. Your satisfaction is our priority, and we appreciate your feedback. Best regards, Nathan Mercure Penrith Team

Dear Ms.P., Thank you for sharing your feedback regarding your recent experience at Mercure Penrith. I sincerely apologize for the communication issues you encountered during your stay, particularly concerning accessibility. We value all our guests and strive to provide support tailored to their needs. Your comments regarding proactive communication have been noted, and we will continue to emphasize the importance of this among our team to enhance our services. Best regards, Steyn Mercure Penrith Team

Dear Mr. R., Thank you for your positive feedback regarding our friendly service and the cleanliness of our rooms. It is a pleasure to know that our staff made a favorable impression during your stay. We look forward to welcoming you back in the future. Best regards, Nathan Mercure Penrith Team

Dear Mr. D., Thank you for your kind words regarding our location and the helpfulness of our staff. It is always our aim to provide excellent service to our guests, and we are delighted to hear that you had a positive experience. Best regards, Nathan Mercure Penrith Team

Dear Ms. G., Thank you for your positive feedback regarding the ease of check-in and the friendliness of our staff. We are delighted to hear that you had a pleasant experience at our hotel and hope to welcome you back again. Best regards, Nathan Mercure Penrith Team

Dear Mr. D., Thank you for your kind feedback regarding your recent stay. We are delighted to hear that you enjoyed the comfort of our beds, the spaciousness of your room, and the attentiveness of our staff. Your appreciation for our housekeeping team is particularly valued. Thank you again for taking the time to review our hotel and we hope to welcome you back to our hotel in the future. Best regards, Nathan Mercure Penrith Team

Dear Mr. G., Thank you for your kind feedback. We are delighted to hear that you had a good experience and found our staff helpful. Your positive remarks are greatly appreciated and will certainly motivate our team to continue providing excellent service. We hope to welcome you back in the future for an equally good stay. Best regards, Nathan Mercure Penrith Team

Dear Mr. L., Thank you for your feedback. We appreciate your positive rating; however, we acknowledge your concern regarding the distance to dining options. We strive to provide convenient experiences for our guests and value your input, and hope that we can welcome you back again in the future. Kind regards, Nathan Mercure Penrith Team

Dear Mr. R., Thank you for your positive feedback regarding your recent stay at Mercure Penrith. We are delighted to hear that you found our location convenient and that your check-in experience was efficient. It is gratifying to know that our front desk staff could assist you with the information you required. We look forward to welcoming you back on your next visit, for an equally convenient stay. Best regards, Nathan Mercure Penrith Team

Dear Mr. R., Thank you for your kind words regarding your recent stay. We are pleased to know that you found the check-in and check-out process easy, and that our staff contributed to a comfortable experience. Your feedback is greatly appreciated and we look forward to welcoming you back to our hotel in the future. Best regards, Nathan Mercure Penrith Team

Dear Mrs. A. H., Thank you for taking the time to share your experience at Mercure Penrith. We are delighted to hear that our staff made a positive impression on you with their attentiveness and friendly demeanor. Your understanding regarding the incident with the closet is greatly appreciated, and we are pleased that our team addressed the situation promptly. We acknowledge your observation about one of our team members, and we appreciate your kindness in recognizing that everyone can have challenging days. It is wonderful to know that you found our amenities, including the gym and room service, to your satisfaction. Your comfort and enjoyment are our top priorities, and we are happy that you felt at ease during your stay. We look forward to welcoming you and your family in the future for another enjoyable experience. Thank you once again for your thoughtful feedback. Best regards, Nathan Mercure Penrith Team

Dear Ms. E., Thank you for your kind words regarding our customer service and location. We are pleased to hear that Steyn made a positive impression during your stay. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future. Best regards, Nathan Mercure Penrith Team