Dear Guest, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you enjoyed your stay very much and found our location great, with plenty of transport to take you anywhere. It is especially rewarding to know that our staff were so helpful, your kind words mean a great deal to our team. We truly appreciate you taking the time to share your experience and look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your feedback and your 8/10 score. We are delighted to hear that you found your room nice and had a wonderful stay. We truly appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear R T., Thank you for your feedback and your 1/10 score. We are pleased to hear that you found our location convenient, but we are sorry that the deposit policy caused such frustration. I would like to clarify that deposits are mentioned in all Accor advertising, and this is a standard pre-authorisation held against the room, fully refundable after check-out. We are sorry if this was not clear before your arrival, and we will review how this information is communicated to ensure greater transparency. We appreciate your honesty and are sorry that we fell so far short on this occasion. Should you wish to discuss this further, please do not hesitate to contact me directly at the hotel. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your feedback and your 6/10 score. We are pleased to hear that you have stayed with us several times and that you find our staff friendly and the breakfast nice. We are truly sorry, however, to hear that your room was filthy, with a dirty floor and black spots on the duvet. This is completely unacceptable and not the standard we aim to provide, especially for a returning guest. Your feedback has been escalated to our Head Housekeeper for immediate investigation and corrective action. We appreciate your honesty and are sorry to have let you down on this occasion. We hope to have the opportunity to welcome you back for a much-improved stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Umar, Thank you for your feedback and your 7/10 score. We are pleased to hear that you found your room decent overall. We sincerely apologise for the issues you encountered during your stay. We regret that the Wi-Fi signal kept dropping and that the mobile phone signal was poor, making it difficult to contact the help desk, we understand how frustrating this must have been. We are also sorry for the intrusion when a staff member entered your room while you were out to deliver a second iron and table without prior arrangement, and that the shower drained extremely slowly. These issues are not acceptable, and your feedback has been escalated to our maintenance and front desk teams to ensure they are addressed and that our communication procedures are improved. We appreciate your honesty and hope to have the opportunity to welcome you back for a much-improved experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Moira, Thank you for your feedback and your excellent 9/10 score. We are delighted to hear that you found your room comfortable and our location good for your work stay. We truly appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Andrea, Thank you for your feedback and your 8/10 score. We are pleased to hear that you had a nice stay overall, enjoyed the lovely food and breakfast spread, and found your room pleasant for one night. We are sorry, however, that the bed and pillows were too hard for your comfort, making it difficult to sleep, and that the room was quite cold and took a while to warm up even with the heating turned up. We also appreciate your comment about the walk to your room. Your feedback has been shared with our housekeeping and maintenance teams for review, and we will take your comments into consideration as we look to improve guest comfort. Thank you again for taking the time to share your experience. We hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Neil, Thank you for your feedback and your 8/10 score. We are delighted to hear that you found our hotel very well located for Sutton Station and appreciated the minimalist decor, spacious bedroom with a view, temperature control, and good shower room. We truly appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Claire, Thank you for your feedback and your 7/10 score. We are delighted to hear that you found our location convenient, just a couple of minutes from the train station and central to everything you needed, and that your room was clean and quiet. We appreciate your comment about the lighting not being suitable for applying make-up, this is helpful feedback, and we will take it into consideration. We are also sorry that the breakfast was disappointing, particularly the limited fruit and yoghurt selection. Your feedback has been shared with our kitchen team as we continue to review and improve our breakfast offering. Thank you again for taking the time to share your experience. We hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Velda, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you had a comfortable stay and that Alisha always gives you the rooms you like with such ease. It is wonderful to know that nothing is too much trouble for her and that you consider her an asset to the hotel. We will be sure to pass on your kind words to her, she will be thrilled to know she made such a positive impression. We truly appreciate your continued loyalty and look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your feedback. We are pleased to hear that you found our hotel well located. We are very sorry to hear about the double charge you experienced. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience and frustration this has caused. Please contact me directly at the hotel with your booking details so I can investigate this immediately and ensure any duplicate charge is refunded without delay. Regarding the fridge, I would like to clarify that Ibis hotel rooms do not include fridges as standard. Room descriptions and amenities are communicated at the time of booking so guests can choose the accommodation that best suits their needs. If a fridge is essential, particularly for storing medication, we would recommend upgrading to an Adagio apartment, which includes a fully equipped kitchen with a fridge. We are sorry for any confusion, and we would be happy to assist you with this option for future stays. We appreciate you bringing these matters to our attention and hope to have the opportunity to restore your confidence in us. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your detailed and thoughtful feedback, and for your perfect 10/10 score. We are delighted to hear that you enjoyed a comfortable stay, found our front desk and restaurant staff very friendly, and appreciated our convenient location with the train station just around the corner and a nearby bus stop with service to and from the airport. We appreciate your helpful observation about the room lighting being quite dark, which made applying makeup a challenge. Your feedback is valuable, and we will take it into consideration as we review our room lighting. We are also sorry to hear about the train disruptions you experienced during your stay, and we understand how frustrating that must have been when heading to shows or events. Thank you for sharing your tips about allowing extra time and the bus alternative, this is very useful information for future guests. We are sorry to hear about the expensive taxi ride you took before discovering the bus option, and we will look at how we can better communicate these transport alternatives to our guests in advance. Thank you again for taking the time to share your experience. We are so pleased that you enjoyed your stay overall and look forward to welcoming you back in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your detailed and balanced feedback. We are pleased to hear that you found our location extremely convenient, right next to the train station, and that you appreciated the discounted breakfast deal, the comfortable bed, the decent space, the quiet area with good views, and the serviceable breakfast bar. It is also great to know that you valued the 24/7 front desk and the accessible lift. We are sorry to hear about the minor issues you encountered the well-worn smell in some areas, the spotty stains on the bathroom floor, the piece of wall attachment that fell off in the hallway, and the milk residue on the electric kettle. This is not the standard we aim to provide, and your feedback has been shared with our housekeeping and maintenance teams for immediate attention. Regarding the safe and refrigerator, I would like to clarify that Ibis hotel rooms do not include these as standard. Room descriptions and amenities are communicated at the time of booking so guests can choose the accommodation that best suits their needs. If a safe or fridge is essential, we would recommend upgrading to an Adagio apartment, which includes a fully equipped kitchen with a fridge. We are sorry for any confusion this may have caused. Thank you again for taking the time to share your experience. We appreciate your recommendation to budget-savvy travellers and hope to have the opportunity to welcome you back for an improved stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and excellent 9/10 score. We are absolutely delighted to hear that you found your double room very comfortable and warm, especially on a miserable day, and that it had just the right appointments. It is wonderful to know that you enjoyed a sound night's sleep thanks to the comfortable bed and excellent toilet and shower facilities, followed by a cracking breakfast. Your kind words about our great staff mean a great deal to our team. We are thrilled that you found our hotel to be of excellent quality and value, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and perfect 10/10 score. We are delighted to hear that you found your room affordable, with good facilities, and appreciated our convenient location close to the train station. It is always our goal to provide great value and convenience for our guests, and we are thrilled that we met your expectations. We truly appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you found our hotel modern, with bright, comfortable, and clean rooms, and that our staff were friendly and helpful. It is wonderful to know that you enjoyed good service and found our accommodation to be of a high standard. Your kind words mean a great deal to our team, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for taking the time to share your feedback and for your 4/10 score. We are pleased to hear that our staff were all very pleasant, but we are truly sorry for the significant difficulties you experienced during your stay. We sincerely apologise that, despite requesting an accessible room, you were placed a long way from the lift. This is clearly not acceptable given your needs, and we understand how frustrating and concerning this must have been, especially travelling with your 87-year-old mother. We also regret the lack of a phone to contact reception, which added to your difficulty, particularly when the fire alarm went off at 7 am and you were unsure whether to evacuate. We can only imagine how worrying that was, and we apologise for the distress caused. Furthermore, we are sorry that the corridors were extremely dark and that the rear portion of the building smelled damp. Your feedback has been escalated to our management and maintenance teams so we can address the accessible room allocation, communication with reception, corridor lighting, and the damp smell. We are grateful for your honesty and hope to have the opportunity to provide a much-improved and safer experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your feedback and your 8/10 score. We are pleased to hear that you found your room comfortable and spacious and that you slept very well. We are sorry, however, that your experience at the restaurant fell short of expectations. We understand your point that it felt more like a snack bar than a restaurant, and we sincerely apologise that the quality of the food, particularly the fish and chips, and the level of service did not meet our usual standards. Your feedback has been shared with our Food & Beverage team for review and improvement. We appreciate you taking the time to share your experience and hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Angus, Thank you for your feedback and your 7/10 score. We are pleased to hear that you found our location good, your room comfortable, and the shower to your liking. We appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager