Dear Felipe, Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed the room and that our team provided excellent service during your stay. We are, however, sorry to hear about the noise from the air conditioning and understand how this would have affected your comfort, particularly if it made the air conditioning difficult to use. We appreciate you bringing this to our attention and will share your feedback with our maintenance team for further investigation. We hope to have the opportunity to welcome you back and provide you with a more comfortable stay next time. Kind regards, Ejay Hotel Manager

Dear Vanessa, Thank you for your wonderful feedback. We are delighted to hear that you found our staff friendly and welcoming, and that you enjoyed the comfort of your room. It is especially pleasing to know that you appreciated the hot shower and excellent water pressure! We are also glad that you enjoyed our convenient location. Your kind comments are greatly appreciated, and we look forward to welcoming you back for another enjoyable stay. Kind regards, Ejay Hotel Manager

Dear Luke, Thank you for sharing your feedback regarding your most recent stay with us. We sincerely appreciate the opportunity to address your concerns and clarify the details surrounding your reservation. We also apologise for any inconvenience or confusion you may have experienced. Prior to your arrival, we sent correspondence advising that the restaurant would unfortunately be closed for both dinner and breakfast during your stay. We regret if this information was not received or did not come to your attention prior to arrival, and we apologise for any inconvenience this may have caused. With regard to the charges, we certainly understand your concern. Unfortunately, we did not receive a chargeback arrangement from the travel agent who made the reservation. As a result, we did not have the necessary authorisation to process the charges through an alternative payment method. Accordingly, all applicable charges were processed to the card presented at check-in. We sincerely regret any inconvenience this may have caused and appreciate your understanding. Your feedback is important to us, and we will take it into consideration as we continue to review our processes and communication to ensure greater clarity and a seamless experience for our guests. Kind regards, Ejay Hotel Manager

Dear Richard, Thank you for taking the time to share your feedback with us. We’re pleased to hear that, aside from the pillow issue, you had a good experience with our team and the hotel. We’re sorry to hear that the pillows affected your sleep and, in turn, your overall experience. We understand that pillow comfort is a matter of individual preference, and we appreciate you sharing this feedback with us. As we were not made aware of the pillow concern during your stay, we unfortunately did not have the opportunity to see if there was anything we could do to make you more comfortable, such as exploring an alternative pillow option. We always encourage guests to raise any concerns with our team during their stay so that we have the opportunity to assist. Regarding breakfast, the organiser of your group was advised during the accommodation enquiry that breakfast service would not be available due to the renovation works. Thank you again for your feedback. We value your comments and hope to have the opportunity to welcome your group back for your future annual stay and provide a more comfortable experience. Kind regards, Hotel Manager Ejay

Dear Priyanga, Thank you for taking the time to share your detailed feedback following your stay with us. We’re pleased to hear that you had a good overall experience and enjoyed our convenient location, with the pub and pizzeria nearby. Regarding the restaurant, we understand your comment. The organiser of your group was advised about the restaurant closure when making the enquiry and again prior to your arrival. We appreciate your comments regarding the pillows. We understand that pillow comfort is very much a matter of individual preference, and we’re sorry they weren’t to your liking during your stay. We also appreciate you bringing the face towel cleanliness to our attention and apologise that it did not meet our usual standards. We will share this feedback with our Housekeeping team for review. We’re also sorry to hear that you experienced an issue with the QR code when trying to sign up for an account. We’ll look into this to help improve the experience for future guests. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back in the future. Kind regards, Hotel Manager Ejay

Dear Carleen, Thank you for your wonderful feedback and for rating your stay 100/100. We’re delighted to hear that you had a comfortable stay and found our check-in process easy and our team friendly. It was a pleasure having you and your family stay with us, and we look forward to welcoming you back to Mercure Sydney Rouse Hill in the future. Kind regards, Hotel Manager Ejay

Dear Mr. Patel, Thank you for taking the time to share your feedback with us. We’re sorry to hear that you experienced slow water flow in the bathroom during your stay. We understand how important it is to have a comfortable and convenient bathroom experience, and we appreciate you bringing this to our attention. We would also like to reassure you that our team checked the shower facilities, and there were no issues found with the shower water pressure. Nevertheless, we understand that your experience was not as expected, and we’re sorry for any inconvenience this may have caused. We’re pleased that our team was able to assist you during your stay and present you with different options to help make your experience as comfortable as possible. Our team is always happy to listen, assist, and find suitable solutions whenever concerns arise. Thank you again for your feedback. We truly value your comments and hope to have the opportunity to welcome you back for a more enjoyable and comfortable stay in the future. Kind regards, Ejay Hotel Manager

Dear Rosalie, Thank you for taking the time to share your experience with us. We’re pleased that our convenient location made your stay a little easier during the recent power outage in your area. It’s wonderful to hear that you found your room comfortable and clean, and that you were happy with the value of your stay. We’re also delighted that you enjoyed our room service and found it to be of a high standard. We understand that having to leave home unexpectedly can be stressful, so we’re glad we could provide you with a comfortable and convenient place to stay during the blackout. Thank you again for your kind feedback, and we hope to welcome you back under more enjoyable circumstances next time. Kind regards, Ejay Hotel Manager

Dear Brenda, Thank you very much for taking the time to share such wonderful feedback with us. We’re delighted to hear that you enjoyed your stay and found your room comfortable, quiet and well appointed. We’re particularly pleased to know that the room and bathroom layout worked well for you. We understand how much of a difference a practical and functional layout can make to a comfortable stay, so it’s wonderful to hear that this was a highlight for you. It’s also fantastic to hear that you found the room exceptionally clean and were able to enjoy a peaceful night’s sleep despite the room facing the main road. Our team takes great pride in maintaining a high standard of cleanliness and ensuring our guests have a comfortable and relaxing experience. Thank you again for your kind words and for recognising the efforts of our team. We truly appreciate your support and look forward to welcoming you back for another enjoyable stay in the future. Kind regards, Ejay Hotel Manager

Dear Brendan, Thank you for taking the time to share your feedback with us. We’re pleased to hear that you found your room tidy, however, we’re sorry that several aspects of your stay fell short of expectations. We apologise for the faded road markings at the front-door drop-off bays and understand how inconvenient this would have been when loading and unloading your bags each day. We are also disappointed to hear that your concerns raised with our Front Desk team were not handled with the care and urgency they deserved. We take this feedback seriously and will address this with the team to ensure guest concerns are acknowledged and actioned appropriately. We also appreciate you bringing the door above the fridge and bar area to our attention. We will pass this feedback on to management for review and to have the area looked at. Thank you again for your constructive feedback. We appreciate you bringing these matters to our attention and hope to have the opportunity to provide you with a more comfortable experience on a future visit. Kind regards, Ejay Hotel Manager

Dear Jonathan, Thank you for taking the time to share your feedback and for rating your overall experience with us 80/100. We’re pleased to know that you had an okay stay at Mercure Sydney Rouse Hill. We appreciate your feedback and hope to have the opportunity to welcome you back in the future and provide an even more enjoyable experience. Regards, Hotel Manager Ejay

Dear Roseann, Thank you for taking the time to share your feedback and for rating your stay 80/100. We’re delighted to hear that you found the hotel super clean and comfortable, and that our location was perfect for your needs. It’s wonderful to know that these aspects contributed to an enjoyable stay. We’re especially pleased to hear that Brooke was super helpful during your stay. We’ll be sure to share your kind recognition with Brooke, as feedback like this is a wonderful encouragement to our team. We truly appreciate your feedback and look forward to welcoming you back to Mercure Sydney Rouse Hill for an even better experience next time. Kind regards, Hotel Manager Ejay

Dear Michelle, Thank you for your wonderful review and for rating your stay 100/100! We’re delighted to hear that you found your stay comfortable and clean, and that you enjoyed the fitness centre and the great ambience at Mercure Sydney Rouse Hill. It’s fantastic to know you had such a positive experience while staying with us as a couple. Your kind feedback is greatly appreciated and will be shared with our team. We look forward to welcoming you and your partner back for another enjoyable stay in the future. Kind regards, Hotel Manager Ejay

Dear Alf, Thank you for your fantastic 100/100 rating and for taking the time to share your feedback. We’re delighted to hear that our team was extremely accommodating and helped make your stay a great one. Your kind words are a wonderful encouragement to our staff, and we’ll be sure to share your feedback with the team. We look forward to welcoming you back to Mercure Sydney Rouse Hill for another great stay. Kind regards, Hotel Manager Ejay

Dear Angela, Thank you for taking the time to share your lovely feedback with us. We’re delighted to hear that you and your girlfriend enjoyed your yearly break and, most importantly, that you both felt safe and comfortable during your stay. It’s wonderful to know that we could be part of your special getaway and provide a welcoming and relaxing environment. We truly appreciate you choosing to stay with us for your annual break, and we hope to have the pleasure of welcoming you both back again for many more memorable stays in the years to come! Kind regards, Ejay Hotel Manager