Dear Mr H., Thank you for sharing your feedback. We are delighted that you had a very good stay and enjoyed our resort. I am sorry that the room cleaning, particularly in the bathroom, did not meet the standard you expected. This is not acceptable, and I will review your comments with our housekeeping leadership and reinforce our room inspection checks to ensure greater attention to detail. We appreciate your feedback and hope to welcome you back for an even better experience in the future. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear James, Thank you for sharing your detailed feedback with us. I am delighted to know that you found the hotel magnificent and that your room with private pool was such a positive part of your stay. It is also lovely to read that you enjoyed the food in the restaurant and found our team friendly and attentive. Please accept my apologies that you would have preferred more restaurant choice during your stay. During the months of November through April we do offer buffets in Patio Restaurant five days a week, which gives guests additional variety during the high season. I also note your ratings regarding breakfast and cleanliness, and I will share this feedback with the relevant teams for review. 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 and your family back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Eric, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had a very pleasant stay and appreciated the friendly, smiling, and helpful service from our team. I will be sure to share your kind comments with everyone, as they will be very pleased to know they helped make your stay so enjoyable. Thank you again for your kind words. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Michel, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had an excellent stay and enjoyed the comfort, smiles, and calm atmosphere of the resort. It is especially pleasing to read that Prince and Pinkie provided such an excellent welcome. I will be sure to share your kind comments with them and the team. I am also very pleased that you enjoyed your pool access room, our breakfast offering, and the restaurant. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Philippe, Thank you for sharing your wonderful feedback with us. I am delighted to know that you enjoyed returning to stay with us again, and that you appreciated our beautiful beach location, nearby shops and beach restaurants, and relaxing resort atmosphere. It is also lovely to read that you found our team friendly, helpful, and professional throughout your stay. I am especially pleased that you enjoyed the excellent breakfast and the atmosphere of our restaurant. I will be sure to share your kind comments with the team. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Bernard, Thank you for sharing your wonderful and constructive feedback with us. I am delighted to know that you found the resort well located, very comfortable, and enjoyed our breakfast, lunch, dinner, room service, pool, and concierge service. It is also pleasing to read that your accommodation and cleanliness were perfect, and that you felt well recognized as a Platinum member. I am glad that your welcome drink met expectations and that your welcome amenity exceeded them. Please accept my apologies, however, that you did not receive a room upgrade during this stay. Complimentary upgrades are always subject to availability, however I understand this is an important benefit for our loyalty members, and I am sorry we were unable to provide this on this occasion. I also note your comments regarding the Accor website and ALL+ app, as well as the WiFi stability, particularly at Green Mango Restaurant, by the pool, and on the beach. We will review the WiFi feedback with our provider and team to see where improvements can be made. Thank you again for your kind recommendation and valuable feedback. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Bertrand, Thank you for sharing such wonderful and constructive feedback with us. I am delighted to know that you enjoyed our beautiful resort setting, direct beach access, and the relaxing atmosphere of Bangsak Beach. It is lovely to read that your children especially enjoyed the waves and seashells. I am also pleased that your arrival experience was elegant, professional, and attentive, and that you found the service to be of high quality. It is great to know that you enjoyed your spacious and comfortable room, and that the direct pool access was such a highlight of your stay. Please accept my apologies, however, that housekeeping was not as consistent as it should have been during your stay. Daily attention to detail is very important, and I am sorry that the linen did not feel as clean as expected and that the vase in the bathroom contained small bugs. I will review these points directly with our housekeeping team to reinforce our room checks and follow up. I am glad that you enjoyed Green Mango Restaurant, including the setting, food quality, and value. I have also noted your comments regarding breakfast variety compared with other Accor hotels you visited in Phuket, and will share this with our culinary team for review. Thank you also for your feedback regarding sustainability communication. We clearly need to do a better job of making our initiatives more visible to guests, and we will review how we share this information during the stay. I am pleased that you felt well recognized as a Gold member, and that your welcome drink and welcome amenity exceeded expectations. Please accept my apologies that you were not offered a room upgrade on this occasion. Complimentary room upgrades are always subject to availability, however I understand this is an important benefit for our loyalty members. Thank you again for your kind recommendation. We hope to have the pleasure of welcoming you and your family back again for another relaxing stay, perhaps once again with your feet in the water. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Laure, Thank you for sharing your kind and constructive feedback with us. I am delighted to know that you had an excellent and comfortable stay, and that you especially enjoyed your pool access room with its quieter and more intimate setting. It is also wonderful to read that you found the hotel impeccably maintained, and that our breakfast stood out for its freshness, variety, and organization. Please accept my apologies, however, for the booking issue between the Accor website and the hotel, and that this took longer than expected to resolve. I fully understand that this affected your overall impression, and we will review how we can improve communication and follow up in such situations. Thank you again for your recommendation. We hope to have the pleasure of welcoming you back again for another excellent stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Georges, Thank you for sharing your wonderful feedback with us. I am delighted to know that you had a fantastic stay and enjoyed our excellent location, peaceful atmosphere, and direct beach setting with sun loungers. It is also pleasing to read that you appreciated the nearby local restaurants, supermarket, and massage options, as well as your spacious room and its amenities. Most importantly, I am very happy to know that you had the relaxing stay you were hoping for and that you will definitely return. We look forward to welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Farida, Thank you for sharing your wonderful feedback with us. I am delighted to know that you and your son had such an enjoyable stay, and that everything went incredibly well. It is also lovely to read that our team were so attentive and kind throughout your visit. I will be sure to share your kind comments with everyone. We hope to have the pleasure of welcoming you both back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Nathalie, Thank you very much for your kind review. I am pleased to read that you had a comfortable stay and enjoyed the lovely decor, as well as the warm service from our team. As we always aim to make every stay a 100 experience, I would be grateful to know if there is anything we could improve for your next visit. Please feel free to contact me directly at pa… We truly appreciate your feedback and hope to welcome you back again. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Aurela, Thank you for sharing your feedback. We are pleased that you had a great stay and found our team very friendly. I am sorry to hear about the musty smell in your room, even though it did not seriously impact your overall experience. This is certainly something we will review with our housekeeping and engineering teams so it can be addressed. Thank you also for recognizing Lili at reception and Nat at breakfast. I will be sure to share your kind comments with them and the team. We are glad that your stay was very pleasant overall, and we hope to welcome you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Sofiane, Thank you for sharing your kind feedback with us. I am delighted to know that you had a fabulous stay and enjoyed the friendly, attentive service from our team, clean room, comfortable bedding, exceptional massage, good breakfasts, and our restaurant for lunch and dinner. As your score was 90, I would be very grateful to know what we could improve to make your next stay a full 100. Please feel free to share any further thoughts with me directly at pa… We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Eric, Thank you very much for sharing your kind feedback. I am delighted that you enjoyed the peaceful atmosphere, beautifully maintained surroundings, and the choice of our main pool and quieter pool areas. It is also wonderful to know that our team made such a positive impression through their pleasant and attentive service. I will be sure to share your kind comments with them. We look forward to welcoming you back for another relaxing stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Ruben, Thank you for sharing such wonderful feedback with us. I am delighted to know that you had a very comfortable stay and enjoyed the attentive service from our team, the varied breakfast, happy hour, spacious and clean rooms, peaceful atmosphere, easy parking, and buggy service. Your kind words about our smiling, professional, and caring team mean a great deal, and I will be sure to share your comments with everyone. Thank you for your recommendation. We are very pleased to know that you would gladly return, and we hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Iana, Thank you very much for your wonderful feedback. We are delighted to hear that you had an excellent stay and enjoyed the comfort of the hotel, as well as the helpful service from our team. Your special mention of Khun Amp and Khun June is greatly appreciated, and I will be pleased to share your kind comments with them and the team. We look forward to welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Cyril, Thank you for sharing such wonderful feedback with us. I am delighted to know that you enjoyed the peaceful setting, intimate style of the hotel, beautifully maintained gardens and pools, spacious rooms, excellent breakfast, and direct pool access. It is also lovely to read your kind comments about our reception, bell, concierge, and the attentive welcome from our team. I will be sure to share your comments with everyone. Thank you also for your note regarding the closet height. I appreciate you mentioning this, and I will share your feedback with the team as we continue to review the room experience. We are very pleased to know that you had such a wonderful break and would gladly return. We hope to have the pleasure of welcoming you back again soon. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Mr A., Thank you for sharing such detailed feedback with us. I am pleased to know that you and your family had a wonderful stay, and that you enjoyed the peaceful atmosphere, pools, gardens, beach access, spacious room, breakfast, restaurant dishes, and attentive service from our team. It is lovely to read that the resort suited your family well and that you left with fond memories. Please accept my apologies that transportation felt expensive during your stay. We do recognize that our quiet Bangsak location is part of the appeal for many guests, although it also means that Grab coverage in the area can be limited. To assist guests wishing to explore nearby areas, we offer a shuttle bus to various locations five days a week. Unfortunately due to the increased fuel costs we have seen our local partners increasing their prices for transport, however we expect that this will be amended once the price of fuel reduces. Thank you again for your constructive feedback and recommendation. We hope to have the pleasure of welcoming you and your family back for another relaxing stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak

Dear Brigitte, Thank you very much for taking the time to share your review. I am pleased to hear that you enjoyed a relaxing stay with us and that you found the hotel very nice, calm, and peaceful. Creating a comfortable environment where guests can truly unwind is very important to us, so it is lovely to know this was reflected in your experience. I am sorry to hear that our location felt too far from the center of Khao Lak for you. We do appreciate that each guest has different preferences when it comes to location, and while many guests enjoy the quiet setting of Bangsak, I recognize that it may not be ideal for everyone. Our team are always happy to assist with shuttle options to various locations in the area, as well as arranging a private taxi whenever guests wish to explore Khao Lak and the surrounding area. Thank you again for your kind comments, and we hope to have the opportunity to welcome you back for another calm and relaxing stay. Grand Regards Paul Smith General Manager Grand Mercure Khao Lak Bangsak