Dear Tricia, Thank you for sharing your wonderful feedback. We are delighted that you had such a great stay and enjoyed our beautiful resort, facilities, and well maintained surroundings. It is especially pleasing to hear that you found our team friendly and helpful, and that our breakfast buffet was a highlight of your experience. I will be sure to share your kind comments with the team. We truly appreciate your perfect score and hope to welcome you back for another enjoyable and relaxing stay in the future. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Catherine, Thank you for sharing your wonderful feedback. We are delighted that you loved your experience with us from start to finish and enjoyed the peaceful atmosphere and special touches throughout your stay. Most importantly, it is lovely to hear your kind words about our team and the warmth they brought to your experience. I will be sure to share your kind comments with them and the team. We truly appreciate your perfect score and hope to welcome you back for another beautiful and relaxing stay in the future. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

เรียน คุณ Weerin R., ขอบพระคุณสำหรับคะแนนเต็มและความคิดเห็นที่ดีเกี่ยวกับทำเล ความสะดวกสบาย สระว่ายน้ำ และความเป็นมิตรของทีมงานครับ อย่างไรก็ตาม ผมขออภัยอย่างจริงใจสำหรับความผิดพลาดในการเรียกเก็บค่ามินิบาร์ ทั้งที่ท่านไม่ได้ใช้บริการ และยิ่งเสียใจที่ทำให้ท่านต้องอธิบายและรู้สึกไม่สบายใจที่บริเวณ Reception เหตุการณ์เช่นนี้ไม่ควรเกิดขึ้น และผมจะนำเรื่องนี้ไปทบทวนกับทีม Housekeeping และ Front Office เพื่อให้มีการตรวจสอบรายการมินิบาร์อย่างถูกต้องและรอบคอบมากยิ่งขึ้น ขอบพระคุณที่แจ้งเรื่องนี้ให้เราทราบ และหวังเป็นอย่างยิ่งว่าจะได้ต้อนรับท่านและครอบครัวกลับมาพักกับเราอีกครั้ง พร้อมประสบการณ์ที่ดียิ่งขึ้นครับ ด้วยความเคารพ พอล สมิทธ์ ผู้จัดการทั่วไป โรงแรมแกรนด์ เมอร์เคียว เขาหลัก บางสัก

Dear Heidi, Thank you for choosing to stay with us again and for sharing your wonderful feedback. We are delighted that our team delivered another enjoyable experience from start to finish. As you rated your stay 90 out of 100, I would be very interested to know what we could improve to make your next visit a 100. Please feel free to share any additional feedback with me directly at pa… We truly appreciate your continued support and look forward to welcoming you back for another great stay in Khao Lak. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Khun Peerawut, Thank you for choosing to celebrate such a special occasion with us, and for sharing such lovely feedback. It is wonderful to know that the birthday trip with your mother and nephew was such an enjoyable one, and that our team made you all feel so well cared for throughout. I am also delighted to read that the breakfast offering was a highlight of your stay. A special thank you for recognising Khun Ben, who will be very pleased to hear your kind words. I will be sure to share them with him and the wider team. Thank you also for your loyalty as an ALL Gold member, and 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 Barbara, Thank you for sharing such wonderful feedback following your family stay with us. I am delighted to know that Ben made such a positive impression from the moment you arrived, and that he was able to ensure everything was just right for your rooms. I will be sure to pass on your kind words to him personally. It is also lovely to read that your dinner experience was so enjoyable, and I am sorry we were unable to identify your waitress by name, though I will share your appreciation with the wider restaurant team. I am also pleased to know that you appreciated our sustainability initiatives and that these were clearly communicated during your stay. It is something we feel strongly about, and it is great to know this resonated with you. 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 Yael, Thank you for sharing your wonderful feedback. We are delighted that you had such an amazing stay and enjoyed our location, food, amenities, and the beautiful surroundings of the resort. It is wonderful to know that your experience was so enjoyable, and we truly appreciate your perfect score. We hope to welcome you back for another memorable and relaxing stay in the future. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Mr S., Thank you for taking the time to share such detailed feedback following your family stay with us, and I am pleased to know that you enjoyed a great week at the resort. It is wonderful to read your kind words about Pam at Green Mango Restaurant, Fat, June, and Tao at Soak Pool Bar, and Honey at the kids club. I am delighted to know that they each made such a positive contribution to your family's experience, and I will be sure to share your appreciation with them all. I am sorry, however, to read about your check-in and check-out experiences. A warm welcome on arrival, including a clear orientation of the resort and its facilities, is something we should always provide, and I apologize that this fell short of expectations. Your point regarding check-out is equally valid. A proper farewell is a simple but important part of the guest experience, and I will review both of these areas directly with our front office team to ensure greater consistency going forward. I also note your comments regarding the sun lounger cushions and the condition of the facilities more generally. Your suggestion about bringing the cushions in overnight during the rainy season is a practical one, and I will discuss this with the relevant team. Feedback like this is genuinely useful, and I appreciate you taking the time to share it. Thank you again for booking directly with us as an ALL Classic member, and 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 Catherine, Thank you for sharing such kind feedback with us. I am delighted to know that you loved your stay and that our team, the cleanliness of the rooms, and the gardens all made a positive impression. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Xiaoyan, Thank you for sharing such wonderful feedback following your recent stay with us. I am delighted to know that you enjoyed the spacious room, the pool, and the beautiful sea view, and that the hotel facilities added to your experience. It is also lovely to read that Lily and Kris made such a warm impression from the moment you arrived. I will be sure to share your kind comments with them and the wider team. We very much look forward to welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Khun Patcharapan, Thank you for sharing such a lovely review of your short stay with us, and for taking the time to recognise so many of our colleagues by name. I am delighted to know that the resort provided exactly the relaxing break you were looking for, and that the peaceful atmosphere and warm welcome made such a positive impression from the moment you arrived. It is also wonderful to read that the breakfast team added to your experience with their friendly and cheerful service. A special thank you for your kind words for Khun Prince, Khun Ben, Khun Pinkie, Khun Pu, Khun Gig, and Khun A. I will be sure to share your appreciation with each of them and the wider team. Knowing that their care and helpfulness made a difference to your stay is truly rewarding for all of us. We very much look forward to welcoming you and your friend back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Ritesh, Thank you for sharing such wonderful and detailed feedback with us. I am delighted to know that your stay exceeded expectations from the moment you arrived, and that the resort’s combination of nature, comfort, and modern facilities made such a positive impression. It is especially lovely to read that our team were able to help make your wife’s birthday celebration more special with the room decoration and cake prepared before your arrival. I am also pleased that you enjoyed the upgrade to a pool access room and the cosy balcony. Thank you for your kind recognition of our team, and especially Lily, who helped guide you during your stay. I will be sure to share your appreciation with her and the wider team. I am sorry that one of our restaurants was under renovation during your visit, but I am pleased this did not affect your overall enjoyment. Thank you again for your loyalty as an ALL Gold member, your excellent score, and your kind recommendation. We are very happy to know that you would happily visit again, and we look forward to welcoming you back for another memorable stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Khun Natthaphon, Thank you for sharing your detailed feedback with us. I am pleased to know that you found the hotel beautiful, clean, and well located, and that our team were friendly and welcoming throughout your stay. Thank you especially for recognizing Lilly at check-in. I am delighted to read that she was friendly, helpful, and knowledgeable, and that she made your arrival experience smooth and pleasant. I will be sure to share your kind comments with her. Please accept my apologies, however, for the issues you experienced with the pool lighting by your room. This should have been working correctly, and I will ask our engineering team to review this. I am also sorry that breakfast did not meet your expectations. I note your comments regarding the limited variety, the restaurant feeling too small during busy periods, difficulty finding a table, and slower service. This is useful feedback, and I will review it with our culinary and service teams so we can improve the breakfast experience, especially during peak times. Thank you again for your excellent overall score, your loyalty as an ALL Classic member, and your kind recommendation. We hope to have the opportunity to welcome you back again for an even better stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Foo W. l., Thank you for sharing your feedback with us. I am pleased to know that you had a comfortable stay and enjoyed the peaceful environment, location, and overall experience. It is lovely to read that you loved the resort and found it a nice place for a short and relaxing trip. I also note your comments regarding activities, in room snacks and drinks, and WiFi speed. Thank you for sharing these suggestions with us, and I will pass your comments to the relevant teams for review. As an ALL Classic member, we would also highly recommend booking future stays directly with Accor in order to receive more recognition and benefits. You may also wish to consider Accor Plus Explorer, which provides immediate benefits across participating hotels and restaurants. If you are interested, please feel free to contact me directly and I will be happy to provide more information. Thank you again for your positive score and 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 Benjamin, Thank you for choosing to return to stay with us and for sharing your wonderful feedback. We are delighted that your second visit provided the relaxing holiday you were looking for. It is especially rewarding to know that we have become your favorite place to unwind and that you are already planning to return again next year. We truly appreciate your continued loyalty and look forward to welcoming you back for your third visit. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Mei L., Thank you for sharing your lovely feedback with us. I am pleased to know that you enjoyed the peaceful, serene, and natural surroundings of the resort, as well as the spacious room during the wet season. It is also lovely to read that you enjoyed breakfast in such a relaxed setting, especially the juices, and that our team provided warm hospitality throughout your stay. I will be sure to share your kind comments with our front desk team and the wider team. I also note your overall rating, and if there is anything you feel we could improve to make a future stay even better, I would be very grateful for your feedback. You are welcome to contact me directly at pa… Thank you again for your kind recommendation and for your loyalty as an ALL Classic member. We are very happy to know that you will come back again with your family, and we look forward to welcoming you. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Joan, Thank you for sharing your feedback with us. I am delighted to know that you and your family had a happy stay and appreciated the great service from our team. Thank you especially for recognizing Kik. I will be sure to share your kind comments with her, as she will be very pleased to receive your appreciation. Please accept my apologies, however, that some breakfast items were not replenished properly toward the end of service. While we are actively trying to manage food waste, this certainly does not mean that food should run out or that guests should feel there is not enough choice available. Breakfast is served until 11am, and the selection should remain well managed until the end of service. I will discuss your comments with our breakfast team and also ask them to make it clearer that guests can always speak with us if an item is completely finished, so we can assist straight away where possible. Thank you again for your constructive feedback and for your loyalty as an ALL Gold member. 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 Heather, Thank you for sharing your detailed feedback with us. I am pleased to know that you enjoyed our resort property, comfortable room, and the service from our team. It is also lovely to read that you noticed how well maintained the resort was, with our colleagues continuously working to keep everything clean and tidy. Thank you especially for recognizing Noey at the pool bar and Nicole at reception. I will be sure to share your kind comments with them, as they will be very pleased to receive your appreciation. Please accept my apologies, however, that some areas did not fully meet expectations. I note your comments regarding the breakfast variety, as well as the wish for more food options while only one restaurant was open during your stay. I will share this with our culinary and food and beverage teams as we continue to review our offering. I also note your comment regarding more seating at the bar, and will share this with the team for consideration. Thank you again for your constructive feedback and kind recommendation. 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 Khun Siwaporn, Thank you for sharing such wonderful and detailed feedback with us. I am delighted to know that what was originally planned as a short stop between Ranong and Phuket became such a positive and relaxing stay. It is especially pleasing to read that Jane was able to assist you so kindly after the booking date mistake, helping with room availability, a new booking, and arranging a better room at a discounted price. I will be sure to share your heartfelt thanks with her, as she will be very happy to know how much her care and support meant to you. I am also glad that you enjoyed the peaceful atmosphere, breakfast, comfortable bed, clean and private room, and the area for your morning run and exercise. Thank you again for your kind words about our team and for choosing to extend your stay with us. We are very happy to know that you will definitely come back, and we look forward to welcoming you again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak