Dear Linda, What a lovely review to receive! Thank you so much for your wonderful 100/100 and for taking the time to share such kind words about your stay. It genuinely makes me happy to hear that you and your partner felt comfortable and well looked after during your visit. I'm especially pleased you noticed the care our team puts into keeping the hotel clean, welcoming and well presented. It's those little details that matter so much, and knowing they're appreciated really does mean a lot. Your lovely comments about our friendly team will certainly bring a smile to their faces, and I'll be delighted to share your feedback with them. I'm also pleased that booking through the ALL App was such an easy experience, and a heartfelt thank you for your continued loyalty as an ALL Gold member. We truly appreciate you choosing to spend your time with us. Linda, thank you again for such encouraging feedback. We look forward to welcoming you both back to Mercure Sunshine Coast Kawana Waters, hopefully for another wonderful stay very soon! Warm regards, Penelope Nordheim General Manager

Dear Randolph, Thank you so much for taking the time to share your lovely feedback! I'm really pleased to hear you and your partner enjoyed your stay, and especially that our team made you feel welcome and well looked after. It's always wonderful to hear that their friendliness and willingness to help have made a difference. I'm also glad you found your room clean and comfortable, although I do appreciate your comments about the room looking a little tired. We're continuing to focus on refreshing our rooms and improving those little details that make a stay feel that much more special. It's lovely to hear you found the ALL App easy to use, and a special thank you for your continued loyalty as an ALL Silver member. We genuinely appreciate you choosing to stay with us. Thank you again, Randolph. We hope to welcome you both back to the Sunshine Coast soon, with another warm welcome waiting for you! Warm regards, Penelope Nordheim General Manager

Dear Anne M., Thank you so much for your lovely review and wonderful 90/100! It really is a pleasure to hear that you and your partner enjoyed a comfortable stay with us. I'm especially delighted that you found your room beautifully clean, our team friendly and welcoming, and breakfast a great start to your day! I'll be sure to share your kind words with our Housekeeping and Breakfast teams. It's always lovely for them to know that the care they put into the little things makes a difference to our guests. A special thank you also for your continued loyalty as an ALL Gold member. We genuinely appreciate you choosing to stay with us and hope we made you both feel right at home. We look forward to welcoming you back to Mercure Sunshine Coast Kawana Waters for another lovely stay soon! Warm regards, Penelope Nordheim General Manager

Dear Catherine, Thank you for your lovely review and wonderful 80/100! I'm delighted to hear you enjoyed our convenient location and found your room comfortable during your stay. I'm sorry, however, that the quality of your room service meal didn't quite meet expectations. We are continuing to review and improve our Food & Beverage offering, and I'll be sharing your feedback with our kitchen team. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Catherine. We appreciate your feedback and look forward to welcoming you back for another enjoyable stay! Warm regards, Penelope Nordheim General Manager

Dear Sandra, Thank you for bringing these concerns to my attention. I'm genuinely sorry for the unacceptable experience you had during your stay. Finding cockroaches in your room and a used washcloth left in the shower is extremely disappointing and falls well below the cleanliness and hygiene standards we expect to deliver. I completely understand your frustration. I'll be following up directly with our Housekeeping team and pest control provider to investigate these concerns and ensure the appropriate corrective action is taken. I'm also disappointed that no one was available at reception when you wished to raise these issues on departure. Our reception should be attended, and I'll be reviewing this with our Front Office team. Sandra, please accept my sincere apologies. You should be able to expect a clean, comfortable room and accessible service throughout your stay. We clearly failed to deliver this, and I appreciate you giving us the opportunity to address it. Warm regards, Penelope Nordheim General Manager

Dear Karen, Thank you so much for your wonderful 100/100 review! I'm delighted to hear you and your partner enjoyed a pleasant stay and found our location convenient. It's especially lovely to hear that our team were helpful and welcoming. I'll be sure to share your kind feedback with them, as they'll really appreciate it! Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Karen. We look forward to welcoming you both back again soon! Warm regards, Penelope Nordheim General Manager

Dear Jeffrey, Thank you so much for your lovely review and wonderful 90/100! I'm delighted to hear you enjoyed your room, had a comfortable night's sleep and enjoyed the food during your stay. It's especially lovely to hear your kind comments about our team. I'll be sure to share your feedback with them, as they'll really appreciate it! Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Jeffrey. We look forward to welcoming you back again soon! Warm regards, Penelope Nordheim General Manager

Dear Paul, Thank you so much for your wonderful 100/100 review! I'm delighted to hear you and your partner enjoyed our peaceful surroundings, comfortable accommodation and dining experience at Wildflower Restaurant. It's also lovely to know you found the booking process easy and our service efficient. We always aim to make every part of our guests' experience as seamless and enjoyable as possible. I'll be sure to share your fantastic feedback with our team! Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Paul. We look forward to welcoming you both back for another relaxing stay soon. Warm regards, Penelope Nordheim General Manager

Dear Luzette, Thank you for your lovely review and wonderful 80/100! I'm delighted to hear you and your partner enjoyed a pleasant stay and that our team made you feel so welcome. It's especially lovely to hear your kind words about our English team member in the restaurant. I'll be sure to share your feedback with our Food & Beverage team so she receives the recognition she deserves! We also truly appreciate your continued loyalty as an ALL Gold member. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Luzette. We look forward to welcoming you both back again soon! Warm regards, Penelope Nordheim General Manager

Dear Tony, Thank you for taking the time to share your feedback and for your lovely 80/100 review! I'm pleased to hear you and your family enjoyed a comfortable stay, convenient parking and great food. It's especially wonderful to hear your positive comments about our reception team, and I'll be sure to pass these on. I'm sorry, however, that the television wasn't working correctly during your stay. I appreciate you reporting this to our team, and I'll follow up with Maintenance to ensure the issue is addressed. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Tony. We're delighted that overall you had an enjoyable stay and look forward to welcoming you back again soon! Warm regards, Penelope Nordheim General Manager

Dear Claire, Thank you for your lovely review and wonderful 80/100! I'm delighted to hear you and your partner enjoyed a clean, comfortable room and found our location convenient for visiting the nearby hospital. It's also great to know that the in-room fridge and complimentary parking made your stay that little bit easier. Sometimes it's those practical touches that make all the difference! We truly appreciate your loyalty as an ALL Classic member and thank you for choosing Mercure Sunshine Coast Kawana Waters. We look forward to welcoming you both back again soon! Warm regards, Penelope Nordheim General Manager

Hi Maureen, Thank you for taking the time to share your feedback following your recent stay. I'm delighted to see your positive ratings for our accommodation, cleanliness and particularly our team, who received a wonderful 100/100! It's also lovely to hear your special mention of Kai. I'll be sure to share your kind words with him and the wider team. In relation to your comments regarding smoking facilities, we do provide a designated smoking area located externally to the hotel, in keeping with our smoke-free indoor environment. Our reception team are always happy to direct guests to this area when required. Thank you again for choosing Mercure Sunshine Coast Kawana Waters. We appreciate your feedback and look forward to welcoming you and your husband back in the future. Warm regards, Penelope Nordheim General Manager