Dear Tony, Thank you for staying with us and for taking the time to share your feedback and your 7/10 score. We are sorry to hear about the issues you encountered with the bar service; we will address this with our team to ensure consistency and fair measures are always provided. We also understand your concern regarding the breakfast pricing due to your disability. For future stays, please feel free to speak with our reception team upon arrival; we would be happy to discuss flexible options or add breakfast at the on-the-day rate to accommodate your needs more comfortably. We truly value your feedback and hope to have the pleasure of welcoming you back for an improved experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Kenneth, Thank you so much for your continued loyalty and for taking the time to share your wonderful feedback. It is always a pleasure to welcome you back. We are absolutely delighted to hear that your 4th stay in the past year was once again a nice and cosy experience. Knowing that you consistently appreciate our clean rooms, good breakfast, and nice staff is the greatest compliment we could receive. We truly value your loyalty and your generous 9/10 score. We look forward to welcoming you back for your 5th stay very soon! Warm regards, Tomasz Michalak Deputy General Manager

Dear Olufunmilayo, Thank you for taking the time to share your feedback. We are truly sorry to hear that your stay was disappointing due to the room allocation. We completely understand your frustration at being placed in an accessible room that did not suit your needs. You are absolutely right, these rooms should be reserved for guests who specifically require them, and we regret that this was not the case on this occasion. We also apologise for the discomfort caused by the bathroom fixtures, which clearly impacted your overall experience. Please be assured that we have noted your comments with our front desk team to ensure that accessible rooms are allocated appropriately in the future. We hope you might consider staying with us again, and we would be happy to accommodate your room preferences upon request. Warm regards, Tomasz Michalak Deputy General Manager

Dear Gary, Thank you for staying with us and for sharing your positive feedback and 8/10 score. We are delighted to hear that you had a good stay and found our hotel modern and your room comfortable. It is always our goal to provide a welcoming and restful environment for our guests. We truly appreciate your kind words and hope to have the pleasure of welcoming you back for another enjoyable stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Kwan H. L., Thank you for choosing to stay with us and for taking the time to share your feedback. We are pleased to hear that you found our hotel well located and appreciated the convenience of the car park. However, we sincerely apologise for the cleanliness issues you encountered, particularly the dust and dirt around the couch that remained during your stay. This is not the standard we aim to uphold, and we have addressed this with our housekeeping team to ensure more thorough and consistent cleaning going forward. We appreciate your honest feedback and your 8/10 rating. We hope to have the opportunity to welcome you back and provide a cleaner and more comfortable stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Helen, Thank you for your honest and detailed feedback. I am truly sorry that your stay was marred by several issues. I am pleased to hear that both our reception and breakfast staff were friendly and helpful. However, I sincerely apologise for the cleanliness concerns you raised. It is unacceptable that the room was not properly cleaned, the duvet was simply turned over rather than changed, and that you found dirt and crumbs under the bed. Your comments have been shared with our housekeeping team urgently. I also apologise for the unclean cutlery and mugs at breakfast, this should not happen, and we will address this with our kitchen team. Regarding GB News on the television in the breakfast room, I appreciate your feedback. We strive to create a welcoming environment for all guests, and we will review our TV channel selection to ensure it is appropriate for our diverse clientele. We hope to have the opportunity to welcome you back and provide a much-improved experience. Sincerely, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback and for your 7/10 score. We are delighted to hear that you found the bed very comfy, the rooms well decorated, and that the shower was one of the best you have had in a hotel. Your kind words mean a great deal to our team. However, we appreciate your comment about the limited evening meal menu, and we will share this with our food and beverage team for review. We look forward to welcoming you back for another enjoyable stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback and for your loyalty as a regular guest over the past couple of years. We truly appreciate your continued custom. I am deeply sorry that your recent experiences have left you feeling disappointed. It is concerning to hear that you find the hotel looking old, dirty, and "sad," with unpleasant smells, leaking toilets, uncomfortable towels, and missing amenities such as irons and shower soap. Your feedback has been shared urgently with our housekeeping and maintenance teams to address these issues. We understand your comment about considering the Holiday Inn next door, and we take this seriously. We are committed to improving our standards and hope to restore your confidence. We hope to have the opportunity to welcome you back and provide the comfortable, clean experience you should always expect. Sincerely, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback and for your 7/10 score. We are pleased to hear that you found our location convenient, near the rail station, and that overall it was a nice place. However, I sincerely apologise for the issues you encountered, the bad smell in the bathroom, the room being poorly lit, and the small size of the room. Your feedback has been shared with our maintenance and housekeeping teams to address these concerns. We hope to welcome you back for a more comfortable stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your wonderful feedback and for your 9/10 score. We are delighted to hear that you found our hotel very clean, well located, and that our staff were friendly and helpful. Your intention to stay again soon means a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your perfect 10/10 review and for sharing your kind feedback. We are absolutely delighted to hear that you and your children enjoyed your visit to London, and that you found our hotel a great option. It is wonderful to know that the train station just a 3-minute walk away and the 45-minute connection to central London worked well for you. We are also pleased that you appreciated the local shops nearby in Sutton. Your kind words mean a great deal to our entire team. We look forward to welcoming you and your family back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your wonderful feedback and for your 9/10 score. We are delighted to hear that you had a comfortable stay, found our staff very pleasant, and appreciated our clean and well-located hotel. Your kind words mean a great deal to our entire team. However, I apologise for the inconvenience regarding the lack of bottled water in the room. As part of our commitment to reducing single-use plastic, we do not provide bottled water in the rooms, but we do offer complimentary filtered water at reception. We regret that this was not clearly communicated to you, and we will ensure this information is better shared with guests in the future. We hope to welcome you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Tim, Thank you for your honest feedback. We are pleased to hear that you found our accommodation good and the location convenient. However, I sincerely apologise for the frustration you experienced regarding the tea and coffee replenishment policy. I understand your concern that the "go green" initiative, which allows guests to opt out of daily towel and linen changes, should not come at the cost of basic amenities like tea and coffee. It is unacceptable that you were not informed that these items would not be replenished unless you paid an extra £3. This does not reflect the spirit of the initiative, and we will review our communication and policy to ensure guests are properly informed. We hope to have the opportunity to welcome you back and provide a more transparent and satisfying experience. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback. I am truly sorry that your stay did not meet your expectations. Please accept my apologies for the cleanliness issues in the room and bathroom, the limited bar opening hours, the TV not being connected to WiFi, the window not closing properly and causing noise, and the staff appearing unfriendly and unhelpful. This is not the standard we aim to provide, and your feedback has been shared with our housekeeping, maintenance, and front desk teams to address these concerns. We understand your feeling that the hotel was overpriced for what was offered, and we will review our pricing and service standards. We hope to have the opportunity to welcome you back and provide a much better experience. Sincerely, Tomasz Michalak Deputy General Manager

Dear Ann, Thank you for your perfect 10/10 review and for sharing your kind feedback. We are absolutely delighted to hear that your first experience in an Ibis hotel was so positive. It is wonderful to know that you found our location great, the hotel immaculate in cleanliness and decor, and our staff really friendly. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Sharon, Thank you for your review and for sharing such wonderful feedback. We are absolutely delighted to hear that you found our staff super helpful and friendly, the rooms great and quiet, and the breakfast very good. It is especially rewarding to know that you really enjoyed your downtime with us. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Oliver, Thank you for your honest feedback. I am truly sorry to hear that your recent stay fell so far below the standards you have come to expect as A. regular guest. Please accept my sincere apologies for the dirty and heavily stained floors in the common areas, and for the lack of deep cleaning in the bathrooms. This is unacceptable, and we are taking your feedback very seriously. I have already shared your comments with our housekeeping and maintenance teams to ensure that both the common areas and bathrooms receive the attention they need. We are committed to improving our cleaning standards and will review our schedules and procedures to prevent this from happening again. We truly value your loyalty and hope to have the opportunity to welcome you back and restore your confidence in our hotel. Sincerely, Tomasz Michalak Deputy General Manager