Mercure Sydney Rouse Hill 4.5 stars

Dear Brendan, Thank you for taking the time to share your feedback, and thank you for your continued loyalty to Mercure Sydney Rouse Hill. We truly appreciate that you choose to stay with us several times each year, which makes it especially disappointing to hear that this visit did not meet your expectations. Please accept our sincere apologies for the lack of hot water during your stay. As discussed with you at check-out, this issue was caused by the roadworks taking place on the highway, which unexpectedly impacted our hot water system. Thankfully, the problem was identified and resolved shortly afterwards, but we understand that this was little comfort at the time, and we're sorry for the inconvenience it caused. We also apologise for the issue with the basin plug. This has been reported to our maintenance team and has been fixed promptly. We're particularly sorry to hear your comments regarding feeling unrecognised as a member. Your feedback has been shared with our team as a reminder of the importance of acknowledging and welcoming our loyal guests, and we'll continue working to improve this aspect of the guest experience. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide you with the high standard of stay you've come to expect from us. Kind regards, Ejay Hotel Manager

Dear Mi W. Z., Thank you so much for your incredibly kind and generous review. We are truly delighted to hear that you had such a positive experience during your stay with us from 21 to 29 June. It is especially rewarding to know that our reception team member made such a wonderful impression by providing you with a warm welcome, cheerful service, and a clear explanation of our security deposit process. We take great pride in delivering genuine hospitality, and your recognition of his professionalism and friendliness means a great deal. We will be sure to share your lovely comments with him, as we know they will be greatly appreciated. Thank you once again for choosing to stay with us and for taking the time to share your experience. It was our pleasure to host you, and we sincerely look forward to welcoming you back for another memorable stay in the future. Kind regards, Ejay Hotel Manager

Dear Tim, Thank you so much for your wonderful review and, most importantly, for your incredible loyalty. Knowing that you have chosen to stay with us more than 80 times is truly an honour, and we cannot thank you enough for your continued trust and support. We are delighted to hear that your experiences have consistently been positive and that our service continues to meet your expectations. Comments like yours are incredibly rewarding for our team, who work hard every day to ensure every stay is comfortable and enjoyable. Your kind words and ongoing patronage mean more to us than we can express. Thank you for being such a valued guest. We look forward to welcoming you back for many more stays and continuing to provide you with the same warm hospitality you've come to expect. Kind regards, Ejay Hotel Manager

Dear Kylie, Thank you so much for your generous and detailed review. We're delighted to hear that our location was ideal for your visit to The Fiddler and that you were able to enjoy a comfortable and restful stay despite the nearby activity. It's wonderful to know you appreciated the comfort of the bed, our friendly and efficient team, and the convenience of our 11am checkout time. We're also glad the nearby amenities, ample parking, and easy access to local shops added to the ease of your stay. Your kind recommendation means a great deal to us, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back again the next time you're in the area. Kind regards, Ejay Hotel Manager

Dear Steven, Thank you for sharing your feedback. We're pleased to hear you enjoyed our beautiful location, as well as the apartment and its amenities. We appreciate your comments regarding the road noise and understand how important a good night's sleep is. We're glad we were able to relocate you to a quieter apartment during your stay, and that it made a significant difference. Thank you again for your valuable feedback, and we hope to have the opportunity to welcome you back for an even more comfortable stay. Kind regards, Ejay Hotel Manager