Mercure Sydney Rouse Hill

Dear OksanaG529, Thank you for your review. I am glad to read that while you found the rooms good and new, beds comfortable and the TV suited for your needs I am sorry to read that your stay did not meet your expectations. In line with Accor's Planet 21 initiatives, Single Use Plastic Bottles and excess paper use is being progressively phased out of our hotels. We are sorry if this arrangement may not suit you. On top of the potable water already available through the taps in the room, we are installing chiller filter taps in our hotel on all floors so guests may use their own water bottles for drinking water. A welcome pack is provided with your welcome drink, along with the welcome gift of local chocolates on check in - I do apologise if this was missed and will follow up with staff to ensure that this does not re-occur for future member stays. Once again, I thank you for sharing your experience with us and I hope this does not tarnish your future experiences with Accor, and do hope to welcome you back to our hotels some day soon. With Kind Regards, Rezz A Guest Experience Manager

Hello Dean, Thank you for your review and kind words for our staff. It truly does warm our hearts to read such words and this also further motivates us to do better for all our guests. I am also glad you found the rooms clean, comfortable and quiet. We must also convey our gratitude for your tireless work in assisting with the recent floods in the area, and in providing comfort to those so abruptly affected. We do hope to welcome you back soon, hopefully under better circumstances the next time you visit. Safe travels onwards, and take care till the next time we meet. With Best Regards, Rezz A Guest Experience Manager

Dear Di H, Thank you for your feedback. I am disappointed to hear of your experience and I am certain we could do better. I have passed on your feedback from various channels to the department heads involved to follow up with relevant staff so we may reflect on the delivery of our words and actions, and how it may be perceived by our guests. Truly, this is not the Mercure experience we aim to portray to our guests - and I am certain this is an exception, and not the norm. We do hope to welcome you back someday, however if you choose to not return - we wish you safe journeys onwards. With Best Regards, Rezz A Guest Experience Manager

Dear TLH1705, Thank you for your review, I am glad you found the hotel quiet and the facilities to your liking. As the hotel does not feature balconies, nor do we promote this as such, the door leading out of your room is not a balcony door. The service egress allows tradespeople easy access to air-conditioning plant and external lighting and fixtures without the need to abseil from the roof, as such it is locked unless required by maintenance. The area you used to freshen up is the pool changing room, and is not usually used as an area for early arrivals. As you had requested an area to freshen up, this was the only private area available. Certainly, we would provide for a towel and toiletries should a guest require. I do apologise for the lack of hand towels, and have noted this to the housekeeping team to increase checks more often and replenish when empty. Should you wish for any additional amenities in room, do not hesitate to contact reception so we may provide anything that may be required. Presently, there is a backlog of toiletries from our suppliers, so I regret to inform you that shower caps are not available. However have been assured by our supplier that this should become available soon. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Rezz A Guest Experience Manager

Dear Go768467, Thank you for your review, I am glad you found the hotel well suited for your needs, and that your meals at The Fiddler were to your taste. Our beds are definitely a highlight for many of our guests - I am happy to read you found them the most comfortable beds you've slept on. I do hope to welcome you back to our hotel soon. Wishing you and yours safe journeys until the next time we meet. With Kind Regards, Rezz A Guest Experience Manager