Dear Meggy F., Firstly, congratulations on your nuptials, I am glad we we were able to be a part of your special day. Thank you for taking the time to tell us about your experience at the Mercure Sydney Rouse Hill. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. I am happy that I was able to fix the issues when I met you the morning after the confusion on check-in. I will stress once more to the team in double, triple, quadruple checking things before completing a task, and appropriate handing over so the communication is seamless even when the room organiser is not present. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Rezz A Guest Experience Manager

Dear Sandra W., We very much appreciate your comments regarding your stay at the Mercure Sydney Rouse Hill. I am glad you found the rooms clean and comfortable. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We are also looking forward to the exciting changes happening in the Fiddler Entertainment Complex, and I am sure guests will love them too. 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 Scott, We very much appreciate your comments regarding your stay at the Mercure Sydney Rouse Hill. It is always a pleasure to receive positive feedback, especially in regards to Victoria, the staff member that checked you in. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. While The Fiddler provides Food and Beverage services to the hotel, it is not part of the hotel - as it is operated as a separate business. They do extend a dining discount to Accor Plus members, Accor Asia Pacific's paid loyalty program; however not to hotel guests at large. Perhaps this program may interest you - you are able to learn more by visiting www.accorplus.com. We have made a note regarding your pillow preference, as we do have a number of flatter pillows available on request. This will be prepared for you for your next stay. 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 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 Carey-Ann S., We very much appreciate your comments regarding your stay at the Mercure Sydney Rouse Hill, especially in regards to our friendly staff. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. 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