Dear Carole, Thank you very much for sharing your feedback. We are pleased to hear that you appreciated our convenient location and the variety of restaurants available within the complex. Regarding the bathrobe, we would like to kindly clarify that bathrobes are included in the standard equipment of our Superior rooms and Apartments. They are not included in the standard equipment of Standard rooms. Nevertheless the guests are welcome to borrow a bathrobe for use in the wellness area against a refundable deposit of PLN 50 per bathrobe. The deposit can be paid either in cash or by card and is fully refunded upon the return of the bathrobe. This is a standard procedure at our property and is intended to safeguard equipment which is not included in the room category. We understand, however, that this arrangement may feel less convenient for some guests. Information regarding the equipment and amenities available in each room category is provided on our website and on the booking platforms prior to making a reservation. Should any additional equipment be required during the stay, our Reception staff are available 24/7 and are always happy to assist. Thank you once again for your feedback. We hope to have the pleasure of welcoming you back in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Pascal, Thank you very much for taking the time to share your detailed feedback. We are pleased to hear that, overall, you enjoyed your stay and appreciated the hotel and its other facilities. Regarding the swimming pool, we would like to clarify that it is part of the CIA/O Fitness&More complex, which operates as a sports and recreational facility and is available both to hotel guests and external users. Due to its multifunctional character, selected lanes are allocated at scheduled times for swimming lessons, training sessions, and organized sports activities. As part of our Discover Local programme, we support local sports and community initiatives, and cooperation with local groups is an important element of the facility's concept. We understand, however, that guests looking primarily for a quiet leisure pool may have different expectations. We would also like to emphasize that information regarding the nature of the facility, its shared use, and scheduled activities is provided prior to arrival, including on our website and booking platforms, as well as at Reception and throughout the hotel. We aim to provide our guests with clear information about the character and use of the pool when they are choosing their accommodation. We appreciate your feedback regarding the way this information is perceived, as it helps us consider how we can make the description even clearer for future guests. At the same time, we are glad to know that you enjoyed the rest of your stay with us. Thank you once again for your review. We hope to have the pleasure of welcoming you back to our hotel in the future Best regards, Karolina Gawryś Guest Relations Supervisor

Dear David, Thank you very much for taking the time to share your feedback. We are pleased to hear that you enjoyed our breakfast and swimming pool. At the same time, we are sorry that the check-in process did not meet your expectations. We would like to clarify that our standard check-in time is from 3:00 PM, while earlier check-in is always subject to availability on the day of arrival. This depends on several factors, including the room category, the occupancy level and the departure and arrival schedule for the particular day. We appreciate your feedback and will continue to make every effort to communicate the conditions regarding early check-in as clearly as possible. Thank you once again for your comments, and we hope to have the opportunity to welcome you again in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Laurence, Thank you very much for your kind recommendation and for taking the time to share your experience. We are delighted to hear that you appreciated our convenient location and the flexibility of our team when organising your group stay. It is especially pleasing to know that our team could assist with the arrangements and restaurant recommendations and help make your visit a smooth and enjoyable experience for your group. We truly appreciate your recommendation and hope to have the pleasure of welcoming you and your group again in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Patricia, Thank you very much for taking the time to share your feedback following your stay with us. We are pleased to hear that you enjoyed the spacious room, the comfort of the sofa bed, and the convenient tram connection to the city center. We appreciate your comment regarding the bathroom layout. Our rooms feature different configurations, designed to provide guests with comfortable and functional spaces, and we are grateful for your suggestion as guest feedback is always valuable to us. Thank you once again for your review. We hope to have the pleasure of welcoming you back in the future and providing you with another enjoyable stay. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Sylvie, Thank you very much for your wonderful review and for choosing our hotel. We are delighted to hear that you found your stay comfortable and luxurious. It is especially rewarding to know that you enjoyed our pool, spa, sauna, and fitness facilities, as well as the impeccable cleanliness and the comfort of our bedding. We truly appreciate your kind words and hope to have the pleasure of welcoming you back for another relaxing stay in the near future. Best regards, Karolina Gawryś Guest Relations Supervisor

Szanowny Panie Wojciechu, Dziękujemy za wybór hotelu Mercure Fabryczna City oraz za podzielenie się wrażeniami dotyczącymi pobytu. Mamy nadzieję, że odwiedzi nas Pan ponownie i kolejny pobyt przyniesie również tylko pozytywne wspomnienia. Pozdrawiam, Karolina Gawryś Guest Relations Supervisor

Dear Xavier, Thank you very much for taking the time to share your detailed feedback following your stay with us. We are pleased to hear that you appreciated our location, the variety of nearby restaurants, as well as the comfort and facilities of the apartment, including the kitchenette. Regarding your comment about the room layout, we would like to kindly clarify that the room category you booked is available in two variants: a one-level or a two-level (mezzanine) configuration. This information is clearly stated in the room description during the reservation process, ensuring full transparency for all guests. While guests are welcome to indicate their preference at the time of booking, room allocation is always subject to availability on the day of arrival. We do our best to accommodate all requests; however, they cannot be guaranteed. We are sorry to hear that the allocated layout did not fully meet your expectations, and we appreciate your understanding in this regard. Thank you for taking the time to share your feedback. We are truly sorry to hear that your stay did not meet your expectations, especially when traveling with children. Regarding the recreation and sports area, we would like to clarify that the swimming pool is part of the Accor “Discover Local” program, which means it is accessible not only to hotel guests but also to people who are not accommodated at the hotel. This information is communicated on our official website, allowing guests to review these details already at the stage of considering or making a reservation. At the same time, hotel guests benefit from complimentary access to the facility. The CIA/O fitness&more complex offers a variety of amenities, including a full-size swimming pool, a salt cave, several saunas, and a spacious gym, giving our guests multiple options to relax and enjoy their stay. To support a more comfortable experience, we provide information boards in the hotel’s common areas indicating typical peak and off-peak hours, as well as a schedule of organized activities, which is available both at the reception and in guest rooms. We continuously strive to ensure that all guests can make the most of the wellness facilities and plan their time accordingly, and we appreciate your understanding in this matter. Thank you once again for your feedback. We hope to have the opportunity to welcome you back in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Julien, Thank you for taking the time to share your feedback. We are truly sorry to hear that your stay did not meet your expectations, especially when traveling with children. Regarding the recreation and sports area, we would like to clarify that the swimming pool is part of the Accor “Discover Local” program, which means it is accessible not only to hotel guests but also to people who are not accommodated at the hotel. This information is communicated on our official website, allowing guests to review these details already at the stage of considering or making a reservation. At the same time, hotel guests benefit from complimentary access to the facility. CIA/O fitness&more complex offers a variety of amenities, including a full-size swimming pool, a salt cave, several saunas, and a spacious gym, giving our guests multiple options to relax and enjoy their stay. To support a more comfortable experience, we provide information boards in the hotel’s common areas indicating typical peak and off-peak hours, as well as a schedule of organized activities, which is available both at the reception and in guest rooms. We continuously strive to ensure that all guests can make the most of the recreational facilities and plan their time accordingly. We would be happy to welcome you again in the future and hope to provide you with a much more enjoyable experience during your next stay. Best regards, Kraków Mercure Fabryczna City Team

Dear Chantal, Thank you for sharing your feedback and for your kind words about Jakub we will be happy to pass your appreciation on to him. We are sorry to hear that your experience with the swimming pool did not meet your expectations. We would like to clarify that Fabryka CIA/O fitness&more, operates according to a schedule that is available on their website, at our reception and guest rooms. The timetable includes information about access and any restrictions, and we encourage guests to review it in advance to better plan their stay. We would also like to add that our website clearly states that Fabryka CIA/O fitness&more is avaliable for the people who are not acommodated in the hotel. At the same time, we would like to mention that our property participates in the Discover Local program, through which we support and promote local businesses and initiatives. We hope this allows our guests to better explore the area and enjoy a wider range of experiences. We hope that despite this inconvenience, your stay also included positive moments, and we would be delighted to welcome you again in the future. Best Regards, Kraków Mercure Fabryczna City Team

Dear Gilles, Thank you for choosing Mercure Fabryczna City and for taking the time to offer your feedback. We are delighted to know that you enjoyed your visit, and we hope to see you again on a future visit to Kraków Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Samantha, thank you very much for your detailed and positive review. We are delighted to hear that you had a superb experience and appreciated the comfort of our modern hotel, as well as the quality and extended hours of our restaurant. Regarding the pool area, we would like to kindly clarify that as part of the Accor “Discover Local” program, the swimming pool is available not only to hotel guests but also to external visitors, including organized groups. At the same time, hotel guests benefit from complimentary access to this space. To support a more comfortable experience, information about less busy hours is available in the hotel’s common areas, and our reception team is always happy to assist in planning the best time to enjoy the facilities. Thank you once again for your valuable feedback. We hope to have the pleasure of welcoming you back in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Arnaud, Thank you very much for sharing your kind feedback following your stay with us in Kraków. We are delighted to hear that you found our hotel beautiful and comfortable, and that our staff, breakfast, and sports facilities met your expectations. Your positive words are truly appreciated and motivate our team to continue delivering excellent experiences. We look forward to welcoming you back on your next visit. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Jacky, thank you very much for taking the time to share your feedback after your stay. We are delighted to read that you appreciated our modern facilities, convenient location, breakfast, and the friendliness of our staff. Your recommendation means a lot to us. We are sorry to hear that you experienced some noise in the evening while staying in room. Please accept our apologies for any inconvenience this may have caused. We will review this matter to see how we can further improve the acoustic comfort of our rooms. Thank you as well for your comment regarding the pool area. We appreciate the suggestion and will take it into consideration when reviewing the arrangement and number of sun loungers, especially during busier periods. We truly hope to have the pleasure of welcoming you again in the future. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Fredy, thank you very much for your detailed and kind review. We are delighted to hear that you appreciated the friendliness of our staff, the cleanliness of the rooms, the minibar, and the quality of our breakfast. Your compliments, especially comparing us favorably to other Mercure hotels, mean a lot to our team. We also take note of your comment regarding the sofa bed and will keep it in mind for future improvements. We hope to have the pleasure of welcoming you again soon. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Arnaud, It was a pleasure to have you stay with us at the MERCURE Krakow Fabryczna City. We are so happy to hear that you had an amazing time and that you enjoyed our warm hospitality and great amenities. Thank you so much for your feedback and we can't wait to welcome you back to Kraków again soon. Best regards, Karolina Gawryś Guest Relations Supervisor

Dear Christophe P., Thank you for your kind feedback regarding our establishment. We sincerely apologize for any inconvenience you experienced while locating our parking facilities. Your comments are valuable to us, and we appreciate your understanding. Goodbye and best regards, Mercure Krakow Fabryczna City

Dear Pierre, Thank you very much for taking the time to share your feedback. We are delighted to hear that you enjoyed the comfort and quietness of your room, as well as our extensive breakfast selection. We appreciate your suggestion regarding freshly squeezed juices and will take it into consideration as we continually work to enhance our offer. We are pleased that you found our relaxation area impressive, including the gym, pools, sauna, steam room, and jacuzzi. At the same time, we are sorry to hear that your experience was affected by the higher number of visitors in the evenings. As part of the Accor Discover Local program, the wellness area is accessible not only to hotel guests but also to external visitors, which may result in increased occupancy during peak hours. Information about quieter times and activity schedules is available at reception to help our guests plan their visit more comfortably. Despite this inconvenience, we are very glad that your overall stay was pleasant, and we truly hope to have the pleasure of welcoming you again in the future. Kind regards, Karolina Gawryś Guest Relations Supervisor

Dear Simon, Thank you for your kind words regarding your recent stay at our hotel. We are pleased to hear that you appreciated our architecture and hospitality. Your positive feedback is greatly valued, and we look forward to welcoming you back in the future. Best regards, Mercure Krakow Fabryczna City