Dear Nicole, Thank you for your wonderful review and for choosing Mercure Sydney Rouse Hill for your second stay. We’re delighted to hear that you once again enjoyed our beautiful rooms, friendly team, and delicious food at The Fiddler. We also sincerely apologise for your earlier experience with the pool and appreciate you sharing your feedback. Your comments are valuable to us as we continue to improve our guest experience. Thank you for your continued support and kind words. We look forward to welcoming you back for another memorable stay! Kind regards, Ejay Hotel Manager

Dear Scott, Thank you for sharing your feedback and for choosing Mercure Sydney Rouse Hill for your business stay. We’re pleased to know you had a reasonable experience with us and appreciate your recommendation. We hope to have the pleasure of welcoming you back on your next visit. Kind regards, Ejay Hotel Manager

Dear Finola, Thank you for your feedback. We’re pleased you enjoyed our clean, spacious rooms, comfortable beds and value for money. We apologise for the temporary restaurant closure and any inconvenience caused by our location. Please note that advice regarding the closure was sent via the Booking.com messaging portal. We appreciate your feedback and hope to welcome you back again. Kind regards, Ejay Hotel Manager

Dear Anthony, Thank you for sharing your feedback and for choosing Mercure Sydney Rouse Hill. We’re pleased to hear that you enjoyed our clean, spacious rooms and convenient location close to local facilities. We appreciate your feedback and look forward to welcoming you back for another enjoyable stay in the future. Kind regards, Hotel Manager Ejay

Dear Helen, Thank you for sharing your feedback. We’re pleased to hear that you had a comfortable stay and were happy with your accommodation and cleanliness. Regarding the credit card requirement, as your reservation was booked on a prepaid rate, the card used for prepayment must be presented at check-in in accordance with the booking terms and conditions. We apologise for any confusion this may have caused and appreciate your understanding. We hope to welcome you back to Mercure Sydney Rouse Hill in the future. Kind regards, Ejay Hotel Manager

Dear Lisa, Thank you for taking the time to share your feedback with us. We’re pleased to hear that you found the bed comfortable and our location convenient for your needs. However, we’re sorry to learn that some aspects of your stay did not meet your expectations. We appreciate your comments regarding the pillows and understand how much they can influence a good night’s sleep. We also apologise for the disappointment caused by breakfast being unavailable during the renovations at the Mean Fiddler. We understand how convenient it is to have breakfast options available during your stay, and we appreciate your patience while these works are underway. Thank you also for sharing your thoughts about the pool. We understand that its size may not have been what you expected, and we appreciate you bringing this to our attention. Your feedback is valuable to us, as it helps us better understand our guests’ expectations and identify opportunities to improve the overall experience. We appreciate you choosing to stay with us and hope to have the opportunity to welcome you back for a more enjoyable visit in the future. Kind regards, Ejay Hotel Manager

Dear Steve, Thank you for taking the time to share your lovely feedback! We’re delighted to hear that our location suited your needs perfectly and that having convenient dining options nearby added to your overall experience. It’s wonderful to know that you found your suite well appointed, clean and refreshed, as we strive to provide a comfortable and welcoming environment for all our guests. We truly appreciate you choosing to stay with us and are pleased that you enjoyed your visit. We look forward to welcoming you back again for another enjoyable stay in the future! Kind regards, Ejay Hotel Manager

Dear Karen, Thank you so much for taking the time to share such wonderful feedback about your stay with us! We’re absolutely delighted to hear that you felt welcomed by our team and that our staff made you feel well looked after throughout your visit. Providing warm, attentive and genuine hospitality is something we take great pride in, and it’s lovely to know that our team’s willingness to assist made such a positive impression. We’re equally pleased to hear that you enjoyed the beautifully decorated room and found it peaceful, quiet and comfortable. We understand how important a relaxing environment and a good night’s sleep are when staying away from home, so it’s especially rewarding to know that the comfort of our beds and pillows exceeded your expectations! Your lovely comment about the pillows certainly made us smile. Feedback like yours is a wonderful encouragement to our entire team and reinforces the importance of the little details that help make a stay memorable. Thank you again for choosing to stay with us and for sharing your experience. We truly appreciate your kind words and look forward to welcoming you back for another comfortable, relaxing and enjoyable stay in the near future! Kind regards, Ejay Hotel Manager

Dear Hamid, Thank you so much for your wonderful feedback! We’re delighted to hear that you enjoyed our property and found everything neat, clean and well maintained. It’s especially lovely to know that Anup from our night audit team made such a positive impression and was so helpful during your stay. We understand that travelling with little ones can come with extra needs, and having a caring and supportive team member to assist can make all the difference. We’ll be sure to share your kind words with Anup, as recognition like this means a great deal to our team. Thank you for choosing to stay with us, and we look forward to welcoming you and your family back again soon! Kind regards, Ejay Hotel Manager

Dear Simone, Thank you so much for your lovely feedback! We’re delighted to hear that you had an enjoyable stay with us and found our team helpful and accommodating. It’s wonderful to know that your room was clean and tidy and that you had a comfortable night’s sleep. Our team takes great pride in making our guests feel welcome and ensuring they have a pleasant experience, so your kind words truly mean a lot to us. Thank you again for choosing to stay with us, and we look forward to welcoming you back for another lovely stay in the future! Kind regards, Ejay Hotel Manager

Dear Nadine, Thank you so much for taking the time to share your lovely feedback. We’re thrilled to hear that you and your family enjoyed your stay and found the interconnecting rooms ideal for your needs. We understand how important it is for families to have the perfect balance of space, comfort and peace of mind, so it’s wonderful to know that the connecting doors allowed everyone to enjoy their own space while keeping you close to the children. We’re also pleased to hear that both rooms were clean, spacious and comfortable, allowing your family to relax and enjoy your time with us. It’s equally rewarding to know that our team made a positive impression from the very beginning, with helpful and polite service during your phone booking. We strive to make the guest experience as smooth and welcoming as possible, and your kind comments are a great encouragement to our team. Thank you again for choosing to stay with us and for sharing your experience. We truly appreciate your support and look forward to welcoming you and your family back for another comfortable and enjoyable stay in the future! Kind regards, Ejay Hotel Manager

Dear Anne, Thank you for taking the time to share your feedback. While we regret that you experienced some issues during check-in and with your room, we’re pleased to hear that our team was able to resolve your concerns satisfactorily. We truly appreciate your kind comments about our staff and their pleasant, helpful approach. Providing attentive service and ensuring our guests feel supported throughout their stay is very important to us. Thank you for your understanding, and we look forward to welcoming you back for a smoother and more enjoyable experience in the future. Kind regards, Ejay Hotel Manager

Dear David, Thank you so much for your wonderful feedback! We truly appreciate your kind words about our team. Our staff take great pride in providing friendly, welcoming and attentive service, and it means a great deal to know their efforts made a positive impression on your stay. We’re very fortunate to have such a dedicated team, and your lovely comments will certainly be shared with them as encouragement. Thank you again for your support and for taking the time to share your experience. We look forward to welcoming you back and providing you with another enjoyable stay in the future! Kind regards, Ejay Hotel Manager

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 Kelsie, Thank you for your lovely feedback! We’re delighted you enjoyed our convenient location, modern facilities, cleanliness and value for money. We apologise for any inconvenience caused by the restaurant renovations and appreciate your understanding. We’re pleased to hear you would stay with us again and look forward to welcoming you back in the future! 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