Dear Ms. C., Thank you for your wonderful feedback and for awarding us a perfect score. We are delighted to know that you and your family enjoyed a comfortable stay and appreciated our excellent location and the cleanliness of our hotel. Your kind words are truly appreciated and motivate our team to continue delivering exceptional hospitality. We look forward to welcoming you and your family back to Mercure Dubai Barsha Heights for another memorable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. K., Thank you for your wonderful feedback and for awarding us a perfect score. We are delighted to know that your nearly month-long stay with us was truly pleasant and that our welcoming and courteous team made you feel at home. Your kind words are a great encouragement to our colleagues, and we look forward to welcoming you back to Mercure Dubai Barsha Heights for another memorable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. A., Thank you for your wonderful feedback and for awarding us A. perfect score. We are delighted to know that you enjoyed our convenient location and comfortable accommodations. Your kind words and promise to return mean A. great deal to us. We truly look forward to welcoming you back to Mercure Dubai Barsha Heights for another exceptional stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Ms. A. Z., Thank you for your lovely review and positive feedback. We are delighted to know that you enjoyed a comfortable and clean stay with us and that everything met your expectations. Your appreciation of our team and services is truly valued. We look forward to welcoming you and your friends back to Mercure Dubai Barsha Heights Hotel Suites & Apartments for another enjoyable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. Harshit R., First and foremost, please accept our sincere apologies for the disappointing experience you have encountered during your stays with us. We are genuinely sorry that we have fallen short of your expectations and, more importantly, failed to deliver the level of hospitality, care, and attention that every guest deserves. We are particularly concerned by the issues you highlighted, including the air conditioning and television malfunctions, unanswered calls, delayed delivery of basic amenities, room key and lift access problems, and the lack of timely assistance from our team. We fully understand your frustration, especially having experienced similar shortcomings during two separate visits. Your comments regarding the interaction with our housekeeping team and the handling of your room access request are also taken very seriously. While we must always maintain guest security procedures, these should never prevent our colleagues from finding a practical, courteous, and timely solution. Hospitality is indeed about finding ways to assist our guests while respecting the necessary protocols. We are equally concerned about your comments regarding the treatment you received and the perception that your nationality may have influenced the service provided. Please be assured that we deeply value guests from all nationalities, and everyone deserves equal respect, attention, and professional service without exception. This is not the experience we want any of our guests to have. We sincerely appreciate your kind recognition of Umer, our Manager on Duty. We will ensure that your appreciation is shared with him, as well as with the management team. Mr. Harshit, we recognize that an apology alone cannot undo the frustration and inconvenience you have experienced. Your feedback has highlighted several areas requiring immediate attention, and we will work closely with the respective departments to address these shortcomings and improve our service standards. We truly regret that the convenience of our location was the main reason for your return rather than the quality of your previous experience. We hope you will allow us another opportunity to rebuild your trust and demonstrate that we are capable of delivering the hospitality you rightfully expect. Thank you for taking the time to share such detailed and honest feedback. We assure you that your comments will not be taken lightly. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. S., Thank you for your continued trust and loyalty over the years. We are delighted to know that Mercure Dubai Barsha Heights Hotel Suites & Apartments remains one of your favorite places to stay, and that you appreciate our convenient location, valet parking, and efficient service. Your special recognition of Zainab at the Front Desk is greatly appreciated, and we will be pleased to share your kind words with her. We also sincerely apologize for the low hot water pressure on the 40th floor. We will investigate this concern with our Engineering team. Your feedback regarding the carpets and Wi-Fi speed is equally valuable and will be shared with the relevant departments for further improvement. We look forward to welcoming you back for another comfortable and enjoyable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. A., Thank you for your excellent review and for highly recommending Mercure Dubai Barsha Heights Hotel Suites & Apartments. We are delighted to know that you appreciated our convenient location, spacious accommodation, and efficient service, making our hotel a suitable choice for both business and family stays. Your special recognition of Sylvia at the Front Desk is truly appreciated. We will be pleased to share your kind compliments with her and the team. We also appreciate your feedback regarding the towel replacement and the booking experience on Firefox. Your comments will be shared with the relevant departments for further improvement. We look forward to welcoming you back for another memorable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Ms. A., Thank you for sharing your feedback and for choosing Mercure Dubai Barsha Heights Hotel Suites & Apartments for your family stay. We are pleased to know that you enjoyed our convenient location, spacious and comfortable rooms, and swimming pool. However, we sincerely regret that certain aspects of your experience did not meet your expectations. We apologize for the concerns regarding the attitude of our Reception team and room cleanliness. Please be assured that we will investigate these matters with the relevant departments. We also appreciate your comments regarding the breakfast variety and selection, which will be shared with our Food & Beverage team for review. Your feedback is valuable in helping us improve our services, and we hope to have another opportunity to provide you with a more satisfying experience. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. I., Thank you for your wonderful review and for choosing Mercure Dubai Barsha Heights Hotel Suites & Apartments for your second stay. We are delighted to know that your experience was as excellent as ever. Your continued trust and loyalty mean a great deal to us. We look forward to welcoming you and your family back for another memorable stay. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. U., Thank you for sharing your feedback. We sincerely apologize for the disappointment and inconvenience you experienced during your stay, particularly regarding the caution deposit requested at check-in. We understand that this came as an unexpected surprise, especially as you did not find the information in your booking voucher. We will investigate the deposit communication with our Front Office team to ensure that our payment requirements are clearly explained to guests before arrival. We will also investigate your concerns regarding the accommodation, cleanliness, breakfast, service, Wi-Fi, and ease of access with the relevant departments. We regret that your experience did not meet your expectations and appreciate you bringing these matters to our attention. Sincerely, M. Elatik Room Division Manager

Dear Mr. A. R., Thank you for sharing your feedback. We are pleased to know that you had a generally good experience with us. However, we sincerely apologize for the unpleasant damp and musty smells you noticed on the pillow and prayer mat. We understand the importance of providing clean, fresh, and comfortable items for our guests. Please be assured that we will investigate this matter with our Housekeeping team and review our procedures for cleaning, drying, and inspecting guest items and facilities to ensure they meet our standards. We also appreciate your positive comments regarding our sustainability efforts, and we hope to welcome you and your family back for an improved experience. Sincerely, Mohamed Elatik Room Division Manager

Dear Kirpal M., Thank you for sharing your feedback and rating your overall experience 80/100. We are pleased to know that you found your room comfortable and enjoyed certain aspects of your stay. However, we sincerely regret that the service provided by our Reception and Housekeeping teams did not meet your expectations. Please accept our apologies for the inconvenience experienced during both check-in and check-out, as well as the lack of improvement in housekeeping following your wife's complaint. We fully understand your disappointment, particularly as a valued Accor Platinum member, and regret that we did not make you feel the level of recognition and hospitality you rightly expected. Your comments are very important to us and will be shared with the concerned department heads to review these shortcomings and reinforce our service standards. We truly value your loyalty to Accor and hope to have another opportunity to restore your confidence and provide you with the exceptional hospitality you deserve. Sincerely, Mohamed Elatik Room Division Manager

Dear Khaldoun M., Thank you for taking the time to share your detailed feedback with us. Please accept our sincere apologies for the numerous inconveniences you and your family experienced during your stay. We are truly sorry that several aspects of your experience fell short of your expectations and the standards of hospitality we strive to maintain. We regret the condition of the hotel's facilities and furnishings, as well as the issues you encountered in the bathroom. We also appreciate your comments regarding the breakfast variety. Your observations will be shared with the relevant management teams for further review and improvement. Regarding the AED 300 deposit, we understand your concern and apologize for any lack of clarity during the check-in process. We will review this matter to ensure that our deposit policy is communicated clearly and consistently to our guests. Most importantly, we are extremely concerned about the unpleasant smell in your room and the delay in responding to your request for assistance. Having to leave your room and wait in the lobby due to this issue is certainly not the experience we want any of our guests to have. Please accept our apologies for the inconvenience and frustration this caused. Rest assured that your feedback has been taken seriously and will be addressed with the concerned department heads to ensure the necessary corrective actions are considered and implemented. We genuinely regret that we did not deliver the level of comfort and hospitality you expected from an Accor property. We would appreciate the opportunity to connect with you directly and address your concerns further. Thank you once again for your valuable feedback. We sincerely hope to have another opportunity to restore your confidence in our hotel. Sincerely, Mohamed Elatik Room Division Manager

Dear Marcelle M., Thank you for sharing your feedback with us. We sincerely apologize for the disappointment and inconvenience you experienced during your stay. We regret to learn about the mildew smell in your room, as this is certainly not the standard of comfort and cleanliness we strive to provide. Your comments will be shared with our housekeeping and maintenance teams for further inspection and appropriate action. Regarding the early departure and the one-day refund, we understand your frustration and are sorry that the situation did not meet your expectations. We would appreciate the opportunity to review the circumstances surrounding your reservation and departure to better understand your concerns. Your satisfaction is important to us, and we hope you will allow us another opportunity to restore your confidence in our hotel. Sincerely, Mohamed Elatik Room Division Manager

Dear Ms. I., Thank you for taking the time to share your detailed feedback. While we appreciate your positive comments regarding our location, we sincerely regret that several aspects of your stay did not meet your expectations. Please accept our apologies for the housekeeping shortcomings, including the cleanliness of the floors, linen, and bathroom amenities, as well as the condition of the breakfast area and delays in replenishing food. This is certainly not the standard of cleanliness and service we aim to provide. We take your comments very seriously and will investigate these concerns thoroughly with our Housekeeping and Food & Beverage teams. We will also review the relevant cleaning procedures, staff training, room-servicing standards, and breakfast operations to ensure the necessary corrective actions are taken. Your feedback is important in helping us improve, and we regret the disappointment caused during your stay. We hope to have the opportunity to restore your confidence in our hotel in the future. Sincerely, Mohamed Elatik Room Division Manager

Dear Mr. S., Thank you for sharing your feedback. While we are pleased to know that parts of your stay were satisfactory, we sincerely regret the distress and disappointment caused by the reported loss of your mobile phone during checkout. Please be assured that we will investigate this matter with the relevant departments. We also regret that your experience with our staff, accommodation, and cleanliness did not meet your expectations, and we will review these concerns with the respective teams to identify areas for improvement. We would appreciate the opportunity to obtain further details regarding the incident so that we can follow up appropriately. Thank you for bringing this matter to our attention. Sincerely, Mohamed Elatik Room Division Manager

Dear Ms. W., Thank you for your outstanding 100/100 rating and for sharing your experience. We are delighted to hear that you enjoyed a comfortable stay and that our Front Office team made your check-in smooth and hassle-free through their assistance and warm hospitality. Your kind appreciation is a great motivation for our team. We look forward to welcoming you back to Mercure Dubai Barsha Heights Hotel Suites & Apartments for another memorable stay. Sincerely, Mohamed Elatik Room Division Manager