Dear Mr. J., Thank you for taking the time to share your feedback following your recent stay at Mercure Haydock Hotel. I am delighted to hear that you found our location convenient and that our team looked after you well. It is also wonderful to know you enjoyed your room, breakfast, and the overall service throughout your stay. However, I am very sorry to learn about your disappointment with the bottle of Tempranillo you ordered. This is certainly not the experience we want our guests to have, especially one of our loyal Accor Silver members. I completely understand your frustration, particularly given the price, and I appreciate you bringing this to our attention. I have shared your comments with our Food & Beverage team so they can review both the product and the way it was served. We truly value your loyalty to Mercure Hotels, and I hope that your return visit on Friday will be a much more enjoyable experience. Please do not hesitate to let a member of our team know if there is anything we can do during your stay to make it even better. We would be delighted to look after you personally. Thank you again for your honest feedback. We look forward to welcoming you back and restoring your confidence in us. Kind regards, **Ion Gavrilas** General Manager Mercure Haydock Hotel

Dear Mr. W., Thank you for taking the time to share your feedback following your recent stay at Mercure Haydock Hotel. I am pleased to hear that you enjoyed the wedding and that our catering team helped make the occasion a success. It is also wonderful to know that you found our team friendly and appreciated your check-in, breakfast, and overall value for money. I am sorry, however, that the service at the bar did not meet your expectations. We understand how frustrating it can be to experience long waits during a busy function, and your comments regarding staffing levels have been shared with our Food & Beverage management team so we can review our planning for future events. I also apologise for the mould you found in your bathroom. This is not the standard of cleanliness we strive to maintain. I have passed your feedback to our Housekeeping and Maintenance teams so they can address the issue immediately and ensure it does not affect future guests. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back to Mercure Haydock Hotel and provide you with the seamless experience you deserve. Kind regards, **Ion Gavrilas** General Manager Mercure Haydock Hotel

Dear Mr. B., Thank you for taking the time to share your detailed feedback following your recent stay at Mercure Haydock Hotel. I am delighted to hear that you and your friends enjoyed your visit while attending The Open and that you found our rooms comfortable, our food and bar service enjoyable, and the hotel good value for money. It is also wonderful to know that our breakfast host made such a positive impression by resolving the issue with your inclusive breakfast. I will be sure to share your kind comments with the team. At the same time, I am sorry that your arrival was made more complicated by the reservation notes not being visible at check-in. I completely understand how frustrating this must have been, particularly as you had taken the time to make separate bookings and confirm the arrangements in advance. While I am pleased the matter was resolved, this should have been a much smoother experience. I have shared your feedback with our reception team so we can review our internal processes and help prevent this from happening again. Thank you also for your continued loyalty as an ALL Diamond member. We truly value your support and appreciate your constructive comments, which help us improve. We hope to have the pleasure of welcoming you back to Mercure Haydock Hotel on your next visit and to provide you with an even more seamless experience. Kind regards, Ion Gavrilas General Manager Mercure Haydock Hotel

Dear Mr. M., Thank you for taking the time to share your honest feedback and, above all, for your continued loyalty to Mercure Haydock Hotel over the years. Welcoming you around 20 times each year makes your comments especially important to us, and I am truly sorry that we have let you down on this occasion. I was very disappointed to read about your recent dining experiences. The standard of food you described is completely unacceptable and certainly not the quality we aim to deliver. Please accept my sincere apologies for both the Korean burger on your previous visit and your colleague's gammon steak during your most recent stay. While I am pleased that our waiting team handled the situation professionally, this does not excuse the poor quality of the meals you received. Please be assured that I have shared your feedback directly with our Head Chef and Food & Beverage team. We are reviewing both the preparation and presentation of these dishes, as well as our overall food quality standards, as this is an area that requires immediate attention. I also apologise for the lack of fresh fruit and fruit juice at breakfast, along with your comments regarding the condition and cleanliness of some of our rooms. These are all points that should have been addressed before they affected your stay, and I have discussed them with the relevant department heads. On a positive note, I was delighted to read your kind comments about Rebecca Dixon. She is a valued member of our team, and I will ensure your praise is shared with her. Mr. M., we genuinely value your loyalty as an ALL Silver member and your long-standing support of the hotel. I sincerely hope we will have the opportunity to restore your confidence in us during one of your future stays and provide the standard of experience you have every right to expect. Kind regards, Ion Gavrilas General Manager Mercure Haydock Hotel

Dear Mr. R., Thank you for taking the time to share your feedback following your recent stay at Mercure Haydock Hotel. I am delighted to hear that you found your stay comfortable and that you were pleased with the cleanliness of your room, the service provided by our team, and the overall value of your visit. It is especially rewarding to know that you would recommend us to others. Thank you also for highlighting your observations regarding your Privilege Room. I appreciate you bringing this to our attention and understand that the room did not fully match what you were expecting based on your previous stays. I will ask the team to review your comments regarding the room amenities and signage to ensure everything is presented consistently and in line with our standards. I also appreciate your feedback regarding the payment options available through the ALL App. Guest comments like yours are valuable, and I will ensure they are shared with the relevant teams. Thank you once again for your feedback and for your loyalty as an ALL Classic member. We look forward to welcoming you back to Mercure Haydock Hotel in the near future. Kind regards, Ion Gavrilas General Manager Mercure Haydock Hotel

Dear Mr. S., Thank you for taking the time to share your feedback following your recent stay at Mercure Haydock Hotel. I appreciate your comments and understand that the timing of your stay coincided with a busy prom event at the hotel. These occasions are an important part of our business, but I recognise that they can create a different atmosphere from that expected by guests travelling for business. Thank you for highlighting your experience regarding the noise, the traffic around the hotel, and your room location. Your suggestion about providing advance notice of large events for guests with existing reservations is a valuable one, and I will share this with the team as we continue to review how we communicate with our guests ahead of major functions. I also note your comments regarding the bathroom, the WiFi speed, and the overall condition of the room. Guest feedback such as yours helps us identify areas where we can continue to improve, and I have shared your observations with the relevant department managers for review. We appreciate your loyalty as an ALL Classic member and thank you once again for taking the time to provide your feedback. We hope to have the opportunity to welcome you back in the future. Kind regards, Ion Gavrilas General Manager Mercure Haydock Hotel

Dear Ms. J., Thank you for taking the time to share your wonderful feedback following your recent stay at Mercure Haydock Hotel. I am delighted to hear that you had such an enjoyable stay and that you were pleased with your room upgrade. It is also fantastic to know that you were able to make the most of our pool and spa facilities and that our team helped make your visit such a positive experience. Thank you as well for mentioning the WiFi speed. We appreciate your feedback and will continue to look at ways to improve the service for our guests. We truly value your loyalty as an ALL Classic member and are grateful for your perfect scores and recommendation. We look forward to welcoming you back to Mercure Haydock Hotel again soon. Kind regards, Ion Gavrilas General Manager Mercure Haydock Hotel

Dear Guy G., We very much appreciate your comments regarding your stay at the Mercure Haydock Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Dear Victoria Y., We very much appreciate your comments regarding your stay at the Mercure Haydock Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Dear Gary N., We very much appreciate your comments regarding your stay at the Mercure Haydock Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Dear Barry S., Thank you for taking the time to tell us about your experience at the Mercure Haydock Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely,