Hello David Thank you for taking the time to share your feedback regarding your recent stay with us. Please accept our sincere apologies for the disruption you experienced during check-in due to the wedding party. We regret that the noise level made it difficult to communicate with our front desk team, as we always aim to provide a seamless and welcoming arrival experience. We also apologize for the missing sink plug in your room. This has been reported to our maintenance team to ensure it is promptly replaced and resolved for future guests. On a positive note, we are pleased to hear that you found your room to be clean and comfortable, and that you enjoyed the value of our dinner service. It is also wonderful to know that our early continental breakfast option accommodated your travel schedule effectively. We appreciate your balanced review, as it helps us identify areas for improvement. We hope to have the opportunity to welcome you back in the future for an even better stay. Daniel Stewart General Manager

Hello Helen Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to know that our location served as a convenient base for visiting your family. While we are glad we could accommodate your travel needs, we continually strive to provide an exceptional experience that goes beyond mere convenience. We hope to have the pleasure of welcoming you back on your next visit to the area, and we will do our utmost to make your next stay even more memorable. Daniel Stewart General Manager

Hello Gordon Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you appreciated our convenient location and that your overall experience was positive. However, we sincerely apologize for the disturbance caused by other guests on your floor. Maintaining a peaceful and comfortable environment is of the utmost importance to us, and we deeply regret that this noise impacted your stay. Please be assured that our front desk and security teams are available 24/7 to address such situations immediately, and we encourage guests to notify us at the time of any disturbance so we may resolve it promptly. We truly appreciate your valuable feedback, as it helps us maintain our high standards of hospitality. We hope to have the pleasure of welcoming you back in the future for a completely seamless and restful stay. Daniel Stewart General Manager

Hello David Thank you for taking the time to share your feedback regarding your stay with us on Monday, 26th October. First and foremost, please accept my sincere apologies for the deeply disappointing experience you and your family endured. It is particularly disheartening to learn that this incident marred what should have been a memorable and joyous occasion celebrating your 80th birthday. We maintain a strict non-smoking policy across all our guest rooms, and it is unacceptable that Room 219 was presented in such an unsuitable condition. Furthermore, the response you received from our front desk team was far below the standard of service and empathy we expect our staff to uphold. While high occupancy can limit room reallocation, dismissing your concerns without attempting immediate remediation or following up the next morning is not how we conduct our hospitality. Please be assured that this matter is being addressed directly with both our front office and housekeeping management teams to ensure our service protocols are reinforced. Once again, I deeply regret that we failed to provide you and your son with a comfortable stay during such an important milestone. We hope to have the opportunity to restore your faith in our hotel in the future. Daniel Stewart General Manager

Hello Anna Thank you for taking the time to share your feedback regarding your recent stay with us. Please accept our sincere apologies for the disruption to your sleep caused by the excessive noise from the air conditioning unit. We fully agree that providing a restful and comfortable night’s sleep is our primary responsibility, and we regret that we failed to meet this standard during both nights of your visit. Your comments have been forwarded to our maintenance department so that the air conditioning system in your room can be inspected and repaired immediately to prevent this issue from recurring. On a positive note, we are pleased to hear that you appreciated our gluten-free breakfast offerings. Our culinary team strives to accommodate diverse dietary needs, and your acknowledgment is valued. We truly appreciate your feedback, as it allows us to identify areas where we must improve. We hope you will consider giving us another opportunity in the future to provide you with the high standard of comfort and service that you rightfully expect. Daniel Stewart General Manager

Hello John Thank you very much for taking the time to share your feedback and for awarding us a 9 out of 10 rating. We are delighted to hear that you found your experience to be comfortable, warm, and accommodating. Our team strives to provide the highest standard of hospitality, and it is rewarding to know that we met your expectations. We are especially pleased to learn that you are considering a return visit in 2027. We look forward to the privilege of welcoming you back and will do our utmost to make your next stay fully deserving of a 10 out of 10. Daniel Stewart General Manager

Hello Brian Thank you for taking the time to share your feedback regarding your recent stay with us. Please accept our sincere apologies for the discomfort you experienced with the room temperature and the malfunctioning heating unit. We understand how frustrating it is to return to a cold room, and this is certainly not the standard of comfort we strive to provide our guests. Following your report to reception, our maintenance team has been dispatched to thoroughly inspect and repair the climate control system in that room to ensure this issue does not recur. We have made a special note on your upcoming reservations for November 7th and November 21st. Our team will personally inspect your assigned rooms prior to your arrival to guarantee that the heating is functioning properly and that the room is set to a warm, comfortable temperature for you. We truly appreciate your patience and your continued patronage. Should you have any additional requests or preferences ahead of your next visit, please do not hesitate to contact us directly. We look forward to welcoming you back and providing you with a much-improved experience. Daniel Stewart General Manager

Hello David Thank you for taking the time to share your feedback and for awarding us a 9 out of 10 rating. We are delighted to hear that you found our staff to be friendly, helpful, and excellent throughout your stay. It is also pleasing to know that the cleanliness of your room met your expectations. Your kind words will be shared with the entire team, as they serve as great encouragement for our continued commitment to providing high-quality service. We appreciate your patronage and look forward to the pleasure of welcoming you back in the future. Daniel Stewart General Manager

Hello Katherine Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you found your room to be both clean and comfortable. We also appreciate your valuable observation regarding the bathroom facilities. While not all of our rooms feature walk-in showers, we do have select room categories that offer this amenity. Please feel free to request a room with a walk-in shower when making future reservations, and we will do our utmost to accommodate your preference based on availability. Thank you once again for your constructive comments, as they assist us in continually improving our guest experience. We look forward to welcoming you back in the near future. Daniel Stewart General Manager

Hello Angele Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you found your room to be satisfactory. However, we sincerely apologize for the disturbances you experienced during your visit. We regret that the noise from the Saturday night event impacted your comfort, and we are equally sorry for the inconvenience caused by the intermittent lift service. Please be assured that we are addressing the elevator maintenance issues as a matter of priority to ensure reliable service. Additionally, we are reviewing our sound management procedures during evening events to minimize disruption to our guests. We appreciate your valuable feedback, as it allows us to continuously improve our services. We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience. Daniel Stewart General Manager

Hello Saif Thank you for taking the time to share your feedback. I sincerely apologize for the frustration and disappointment you experienced during your recent visit. We fully recognize that traveling in adverse weather conditions, particularly over a long distance, is exceptionally stressful, and I regret that our team did not demonstrate the level of empathy and flexibility you deserved under those circumstances. While early check-ins are generally subject to availability and established fee structures, exceptional situations such as severe storms should always be met with understanding and compassion. Your comments have been shared with our management team to ensure our staff is better equipped to handle similar situations with greater discretion and care in the future. We appreciate you bringing this matter to our attention, as it helps us improve our service. Should you choose to stay with us again, please contact us directly so we may ensure a much more supportive and seamless experience. Daniel Stewart General Manager

Hello Jessica Thank you very much for taking the time to share your feedback. We are delighted to hear that you enjoyed our convenient location, the quality of our food, and the service provided by our team. It is an honor to be part of your annual tradition of visiting friends, shopping, and enjoying the local area. We sincerely appreciate your continued patronage and look forward to welcoming you back for your next visit. Daniel Stewart General Manager

Hello Amanda Thank you very much for taking the time to share your feedback and for awarding us a perfect 10 out of 10 rating. We are delighted to hear that you had an enjoyable stay with us while attending the wedding reception. It is wonderful to know that you found your room to be spacious, clean, and comfortable, and that you were able to take full advantage of our leisure facilities, including the sauna and swimming pool. Providing our guests with a relaxing and seamless experience is our highest priority, and your kind words serve as a great encouragement to our entire team. We sincerely appreciate your recommendation and look forward to the pleasure of welcoming you back for another exceptional stay in the near future Daniel Stewart General Manager

Hello Maureen Thank you for taking the time to share your feedback following your recent stay at Mercure St Helens. Please accept our sincere apologies for the disappointing experience you and your husband endured, particularly regarding our dining services. We deeply regret that your evening meal fell far short of acceptable standards. A steak of poor quality is inexcusable, and the dismissive explanation provided by our team member regarding meat batches was entirely unprofessional. While an alternative dish or dessert was offered, we understand completely why this was not a suitable resolution for you at the time. Your comments regarding how this situation was handled at billing have been escalated directly to our Head Chef and Food & Beverage Manager for urgent review. Furthermore, the delays and lack of provisions during breakfast the following morning are unacceptable. High occupancy is never an excuse for running out of core breakfast items or for subjecting our guests to unreasonable wait times. We pride ourselves on delivering a smooth and seamless dining experience, and we clearly failed to prepare and execute service properly on this occasion. We understand your frustration and that this stay was far below the standard of service associated with the Mercure brand. We take your comments seriously, and we are using your review as a training priority to ensure these lapses in service and quality control are addressed immediately. Should you be open to discussing this matter further, we would welcome the opportunity to connect with you directly. Please feel free to reach out to me at the hotel Thank you once again for your candid review. We hope that we may have the opportunity in the future to restore your confidence in our hotel. Daniel Stewart General Manager

Hello Kevin Thank you for taking the time to share your feedback and for awarding us a 7 out of 10 rating. We are pleased to hear that you enjoyed our convenient location and found your stay to be comfortable. However, we sincerely apologize for the inconvenience you experienced regarding our breakfast service. It is regrettable that our facilities were unable to accommodate all guests, forcing you to seek breakfast elsewhere in unfavorable weather conditions. Please be assured that your comments have been shared with our management and food and beverage teams. We are actively reviewing our capacity and procedures during peak hours to ensure this does not recur. We appreciate your valuable insights, as they assist us in improving our guest experience, and we hope to have the opportunity to welcome you back for a seamless stay in the future. Daniel Stewart General Manager

Hello Paul Thank you for taking the time to share your feedback regarding your recent stay with us. Please accept our sincere apologies for the discomfort you experienced due to the low temperatures in our reception, bar, and guest room. We strive to provide a warm and welcoming environment for all our visitors, and it is regrettable that our heating system did not meet your expectations, particularly given the value you anticipated from your stay. We are pleased to hear that our housekeeping team was attentive in providing an additional quilt to help make your room more comfortable, and your kind words regarding their assistance will be shared with the team. Nevertheless, we recognize that this does not excuse the underlying issue, and we have directed our maintenance department to inspect and service the heating systems in the affected areas immediately. We value your patronage and hope to have the opportunity to welcome you back in the future to provide you with the high standard of comfort and service you rightfully expect. Daniel Stewart General Manager

Hello Cristina Thank you for taking the time to share your feedback and for awarding us an 8 out of 10 rating. We are pleased to know that you appreciated our pricing, the design of the room, and the service provided by our team. However, we sincerely apologize for the musty odor you experienced during your stay. Please be assured that this has been brought to the attention of our housekeeping and maintenance departments to ensure our rooms are properly ventilated and refreshed. We truly value your constructive input, as it helps us enhance our guest experience. It would be our pleasure to welcome you back in the future for an even more comfortable stay. Daniel Stewart General Manager

Hello Michael Thank you very much for taking the time to share your feedback regarding your recent stay with us. We are delighted to hear that you enjoyed our comfortable accommodations, received excellent service from our staff, and had a wonderful dining experience. Providing our guests with high-quality hospitality is our top priority. We also note your rating of 7 out of 10. We continually strive to achieve excellence, and we would welcome any additional insights you might have on how we could elevate your experience from good to exceptional during your next visit. Thank you once again for your patronages. We look forward to the pleasure of welcoming you back in the near future. Daniel Stewart General Manager