Dear Sunny, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had an amazing stay while celebrating your birthday, and that your second visit was once again so enjoyable. It is especially lovely to read that you were able to meet Kris again and that his service remained spectacular. I will be sure to share your kind comments with him, as he will be very pleased to receive your recognition. We are very happy to know that you will be back soon, and we look forward to welcoming you again for another memorable stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Khun Prin, Thank you for sharing such wonderful feedback with us. I am delighted to know that your second visit to Grand Mercure Khao Lak Bangsak was just as wonderful as your first, and that you once again enjoyed the beauty of the resort, the fantastic team, and the exceptional hospitality. It is also pleasing to read that your booking experience through all.com was simple and clear, and that your room was clean, tidy, well maintained, and equipped with everything needed for a comfortable stay. Thank you especially for recognizing all of our team members. I will be very happy to share your kind comments with everyone, as they will truly appreciate your recognition. I also note your rating regarding the breakfast selection. If you would be willing to share any further feedback on where you feel we could improve the breakfast offering, I would be very grateful. You are welcome to contact me directly at pa… Thank you again for your generous recommendation and for your loyalty as an ALL Platinum member. We hope to have the pleasure of welcoming you back for a third visit soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Noelene, Thank you for sharing your lovely feedback with us. I am delighted to know that you had such a positive stay and found the resort well situated. It is especially pleasing to read that the ground floor accommodation was comfortable and convenient for you, and that our team were friendly, smiling, and very helpful throughout your stay. Thank you again for your kind recommendation and for your loyalty as an ALL Classic member. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Deepan, Thank you for sharing your detailed feedback with us. I am delighted to know that you had such an enjoyable stay and appreciated the beautiful, well maintained property, good food, and warm hospitality from our team. It is especially lovely to read that you celebrated your birthday with us and that our team helped make the occasion special for you. I will be sure to share your kind comments with them. Please accept my apologies, however, that the pillows and mattress did not fully meet your expectations. New pillows are already on order for our guest rooms and should arrive shortly, and we are also adding extra mattress toppers for guests who prefer a softer sleeping experience. Thank you again for your kind recommendation and for your loyalty as an ALL Silver member. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Arvinthran, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had such a positive stay and appreciated our convenient location, with the necessities you needed nearby. It is also lovely to read that our entire team were helpful and contributed positively to your experience. I will be sure to share your kind comments with them. Thank you again for your excellent score. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Paul, Thank you for sharing your feedback with us. I am pleased to know that you had a comfortable stay and enjoyed the well proportioned room, especially the relaxing experience of sitting on your porch watching the rain over the waterway. I am sorry, however, that some areas of the stay did not stand out more strongly, particularly regarding our sustainability efforts. We do have a number of initiatives in place, including our zero single use plastic approach, the measuring and reduction of food waste, and ongoing monitoring of utility consumption such as water and electricity, together with implementations to help reduce usage across the resort. That said, your comment is a helpful reminder that we may need to make these efforts more visible and better communicated to our guests. If you would be willing to share any further feedback on where you feel we could improve, I would be very grateful, as it would help us better understand how we can make future stays more enjoyable. You are welcome to contact me directly at pa… Thank you again for your constructive feedback and for your loyalty as an ALL Classic member. We hope to have the opportunity to welcome you back in the future for an improved experience. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Evelyn, Thank you for sharing such wonderful feedback. We are delighted that you and your whole family had an amazing stay and created so many happy memories with us. It is especially rewarding to hear how much you appreciated the friendliness and care shown throughout the resort, from our housekeeping and restaurant teams to reception and Pran Spa. Thank you for recognizing Tao, June, Dew, Oil, and Pinky in particular. I will be sure to share your kind comments with them and the team. Knowing that our team helped make your family stay so memorable means a great deal to all of us. We truly hope to welcome you and your family back for many more wonderful memories together. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Alina, Thank you for sharing your wonderful feedback. We are delighted that you enjoyed our delicious breakfast, lovely beach, and beautiful lush grounds, and that you had such an enjoyable stay with us. As you rated your overall experience 90 out of 100, I would be very interested to know what we could improve to make your next stay a full 100. Please feel free to share any suggestions with me at pa… We truly hope to welcome you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Dorothy, Thank you for sharing such wonderful feedback. We are delighted that you were impressed with your stay, especially our breakfast and the warm service from our team. Thank you for recognizing Kate and Fan for looking after your room, Pam and Finn at breakfast, and our Executive Chef. I will be sure to share your kind comments with them and the team. I also sincerely appreciate your generous words about me. Spending time with our guests is one of the most enjoyable parts of my role, and it is wonderful to know that this personal approach contributed to your experience. We look forward to welcoming you back for another great stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Ankita, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had a comfortable and relaxing stay, and that you enjoyed the activities, clean room, modern amenities, and spa experience. It is also lovely to read that our team were polite, helpful, and hospitable throughout your stay. Thank you especially for recognizing Kik and Kris for being so accommodating during check in. I will be sure to share your kind comments with them and the wider team. I also note your rating regarding the breakfast selection. While I am pleased that you found the breakfast buffet good, I would be grateful for any further comments on where you feel we could improve the breakfast offering. You are welcome to contact me directly at pa… Thank you again for your kind recommendation and for your loyalty as an ALL Gold member. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Debbie, Thank you for sharing your detailed and constructive feedback with us. I am pleased to know that you had an overall relaxing holiday and appreciated the resort, friendly and helpful service from our team, beachfront location, massages, daily aqua aerobics, room cleanliness, and the nearby local restaurants and bars. Please accept my apologies, however, for the areas that did not fully meet expectations. I note your comments regarding the slippery tiles around the pool area, and I will review this with our team to see where additional matting or other improvements may be needed. I am also sorry that the beach area was affected by rubbish and wood brought in by the tide. During periods of changing weather and stronger tides, debris can unfortunately wash ashore, however our team cleans the stretch in front of the resort daily and we will continue to monitor this closely. Thank you also for your comments regarding room storage, bedside table space, bed comfort, and pillows. I will share your room layout feedback with our rooms team. New pillows are already on order for the guest bedrooms and should arrive shortly, and we are also adding extra mattress toppers for guests who prefer a softer sleeping experience. I also note your feedback regarding breakfast variety, bacon, the egg station, and the toaster. I am pleased you appreciated the eggs being cooked fresh to order, however I am sorry that the flow felt crowded and that some items did not fully meet expectations. I will share this with our culinary team as we continue to review the breakfast offering. Regarding the Luxury Escapes dining inclusions, the package was based around AUD 999 for seven nights, which does limit what we are able to include within the package. For this reason, some menu items carry a surcharge, allowing us to continue offering a wider choice of dishes rather than reducing the menu range. Thank you again for your helpful feedback and for recognizing the kindness of our team. We hope to have the opportunity to welcome you back in the future for an improved experience. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Russell, Thank you for sharing your wonderful feedback with us. I am delighted to know that you and your family had a fantastic stay and appreciated the friendly service from our team, the cleanliness of the resort, the food, pool, bar, accommodation, and overall experience. Please accept my apologies, however, for the areas that did not fully meet expectations. I note your comments regarding the dinner experience at Green Mango, including the wish for more dessert choices and complimentary table water. I will share your comments with our food and beverage team for review. I also understand your disappointment that there was no evening bar open during your stay. We have previously trialed opening Patio Bar later in the evening during the low season, however this had very limited demand from in house guests. During the high season, we also operate our beach bar, Serene Sunsets, which is open until 11pm. I also note your feedback regarding in room dining and the fitness centre, and I will share this with the relevant teams for review. Thank you again for your kind recommendation and constructive comments. We hope to have the pleasure of welcoming you and your family back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Yong P., Thank you for sharing your wonderful feedback with us. I am delighted to know that you had such a comfortable stay and enjoyed the spacious room, natural surroundings, friendly service from our team, and the food. Please accept my apologies that the WiFi connection was not consistent in some areas of the resort. I will share your feedback with our team so we can review where coverage may need improvement. Thank you again for your kind recommendation and for your loyalty as an ALL Platinum member. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Khun Thanyakan, Thank you for sharing your wonderful feedback with us. I am delighted to know that you chose to stay with us for a second time and that you once again had a comfortable and worthwhile experience. It is lovely to read that you appreciated the friendly service from our team, the spacious and comfortable room, and that your child enjoyed the pool so much. Thank you again for your kind comments and continued support. We hope to have the pleasure of welcoming you and your family back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Annette, Thank you for sharing your detailed feedback with us. I am pleased to know that you had a comfortable stay and appreciated the friendly service from our team, the guest activities, and the food. It is also good to read that the dietary guidance was helpful for you as a dairy intolerant guest, as this is an important detail for us to provide clearly. Please accept my apologies, however, that some aspects of the stay did not fully meet expectations. I am sorry that the pillows did not feel comfortable and that the outdoor area, including the bench seating, was not kept as well prepared as it should have been. During periods of rain, outdoor cushions can be difficult to manage, however they should still be checked regularly, removed or dried when needed, and the area swept more consistently. I also note your comments regarding breakfast and the wish for more dairy free options. I am sorry that the selection did not fully meet your needs, and I will share this with our culinary team so we can review how we can improve the offering and make suitable choices clearer for our guests. Thank you again for your constructive feedback. I am sorry that we did not fully meet your expectations on this occasion, but I am pleased there were still many parts of the stay you enjoyed. We hope to have the opportunity to welcome you back in the future for an improved experience. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Peter, Thank you for choosing to stay with us and for sharing your positive score. I am pleased to know that you and your family had a good experience overall, and we appreciate your kind recommendation. I also note your comments regarding breakfast. Please accept my apologies that the selection, fresh fruit, and juice quality did not fully meet your expectations. I will share your feedback with our culinary team so we can review how we can further improve the breakfast offering. Thank you again for your constructive feedback. We hope to have the pleasure of welcoming you and your family back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Julien, Thank you for sharing such wonderful feedback with us. I am delighted to know that you and your family had a wonderful stay and were extremely satisfied with your experience. It is lovely to read that you enjoyed the hotel, our breakfast offering, and the friendly, welcoming, and professional service from the team. Thank you also for your kind mention of myself and our colleagues. Your words are very much appreciated, and I will be sure to share them with the team. A special thank you for recognizing Lilly. I am pleased to know that she gave you such a warm welcome and took such excellent care of you throughout your stay. Please accept my apologies that housekeeping was not always as thorough or predictable as it should have been. I will review your comments with our housekeeping leadership team so we can improve consistency and communication around service timing. Thank you again for your kind recommendation. We are very pleased to know that you would happily return, and we look forward to welcoming you and your family back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Mary, Thank you for sharing your lovely feedback with us. I am delighted to know that you had a wonderful and relaxing stay, and that you enjoyed the food, service from our team, amenities, arrival, accommodation, cleanliness, and departure experience. Please accept my apologies, however, that the bed and pillows were not as comfortable as they should have been for you. I understand how important a good night’s sleep is, and I am sorry this affected your stay. We have already placed an order for new pillows, and we are also adding extra mattress toppers for guests who prefer a softer sleeping experience. I appreciate you raising this, as comfort is an area we take very seriously. I also note your feedback regarding WiFi and ease of access, and I will share this with the relevant teams for review. Thank you again for your kind recommendation. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Peter, Thank you for sharing your wonderful feedback with us. I am delighted to know that your stay was perfect for relaxation, and that you enjoyed your pool access room and the convenience of being able to dip into the pool whenever you wished. It is also pleasing to read that you appreciated the manageable size of the resort and the helpful service from our team. I am glad they were always nearby when needed, whether with an umbrella or any other request, while still allowing you to relax comfortably. Your kind comments are truly appreciated, and I will be sure to share them with everyone. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsa