Dear Leeanne, Thank you for taking the time to share your experience with us. Firstly, I'm genuinely sorry that your stay was so disappointing, particularly when you were visiting the Sunshine Coast for a hospital procedure. At a time when comfort, convenience and peace of mind were especially important, we should have made things easier for both you and your carer, not more difficult. I completely understand your frustration regarding the lack of facilities to prepare simple meals. While our hotel does not offer self-catering facilities such as microwaves or toasters in our guest rooms, we are always happy to assist with additional items such as plates and cutlery, which our team can deliver directly to your room upon request. I'm sorry this wasn't communicated to you during your stay. I would also like to clarify that our guest rooms are equipped with telephones, and our Reception team is available 24 hours a day, seven days a week to assist. I'm sorry if this wasn't made clear upon arrival, as your carer certainly shouldn't have felt the need to make repeated trips to reception whenever assistance was required. I'm especially disappointed to hear about the leaking shower and the inconvenience of having to use your towels to manage the water. This is an issue we are actively addressing through our guest room maintenance program, and I'm sorry it affected your experience. Running out of essential amenities such as toilet paper is also something that should have been avoided through our Housekeeping checks. These are basic expectations, and I appreciate how frustrating it would have been to continually request assistance. While I'm pleased you found the bed comfortable, I recognize that this was only one positive aspect of an otherwise difficult stay. Since stepping into the Acting General Manager role, I've been working closely with our team to improve our room standards, maintenance processes and overall guest experience. Your feedback is particularly important because it highlights how these issues can have an even greater impact on guests visiting for medical reasons. Leeanne, I appreciate your comments regarding the cost of your stay and understand why you feel the experience did not represent good value. Thank you again for bringing these concerns to my attention. I'm sorry we let you and your carer down, and I sincerely hope your procedure went well and that you're recovering comfortably. Warm regards, Penelope Nordheim Acting General Manager

Dear Michael, Thank you for taking the time to share your feedback with us. I'm pleased to hear you had a comfortable and satisfying stay at Mercure Sunshine Coast Kawana Waters. We appreciate your 70/100 rating and recognise there's still an opportunity for us to make your experience even better. We're always looking at ways to improve those little details that turn a comfortable stay into a truly memorable one. Thank you again for choosing to stay with us, Michael. We hope to welcome you back again soon and perhaps earn a few extra points next time! Warm regards, Penelope Nordheim Acting General Manager

Dear Jennifer, Thank you for taking the time to share your feedback and for rating your stay 80/100. I'm pleased to hear you both enjoyed our location and found your room clean, comfortable and well appointed. It's lovely to know those important aspects of your stay met expectations. I'm sorry, however, that your room allocation was disappointing, particularly as a valued ALL Gold member. I completely understand that being located next to the lifts, with the additional noise when trying to fall asleep, wasn't ideal. We certainly appreciate your continued loyalty to Accor, and while room allocations can sometimes be influenced by availability, we should always be mindful of providing our returning and loyal guests with the most comfortable experience possible. I'll be sharing your feedback with our Front Office team so we can be more attentive to room allocations and guest preferences wherever possible. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Jennifer. We hope to welcome you both back soon and provide an even more relaxing stay next time. Warm regards, Penelope Nordheim Acting General Manager

Dear Jacqui, Thank you for taking the time to share your feedback and for rating your stay 80/100. I'm pleased to hear our location was convenient for your work commitments and made your visit a little easier. I'm sorry, however, that the overhead shower in Room 123 wasn't up to standard. A good shower is such a basic part of a comfortable hotel stay, and it's disappointing that this let down your experience. Thank you for identifying the room number, as this allows me to have our Maintenance team specifically review the shower and identify what needs to be repaired or improved. We're currently working through a number of guest room maintenance and presentation improvements, and feedback like yours is valuable in helping us prioritise areas needing attention. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Jacqui. We hope to welcome you back on your next work visit and provide a much better experience. Warm regards, Penelope Nordheim Acting General Manager

Dear Rochelle, Thank you for taking the time to share your experience with us. Firstly, I'm really pleased to hear that our reception team made you feel welcome and that you found your room comfortable. I'll certainly pass on your lovely comments to the team. I'm genuinely sorry, however, that your stay was disrupted by noise from other guests, particularly when your daughter had an early morning triathlon to prepare for. A good night's sleep is such an important part of any hotel stay, and I can only imagine how frustrating it must have been for you both when rest was especially important. While we always want our guests to enjoy themselves, we also have a responsibility to ensure that everyone can enjoy a peaceful and comfortable environment. I'm sorry we didn't achieve that during your visit. I'm equally disappointed to hear that your experience in our restaurant didn't reflect the warm and welcoming service you received at reception. This is something I'll be following up with our Food & Beverage team, as our hospitality should be consistent throughout the entire hotel. I also appreciate your comments regarding the cost of your stay. At $470, you quite rightly expected a comfortable and restful experience, and I'm sorry we fell short of that expectation. Thank you again for your balanced feedback, Rochelle. I hope your daughter enjoyed her triathlon despite the lack of sleep, and I genuinely hope we'll have the opportunity to welcome you both back for a much more relaxing experience in the future. Warm regards, Penelope Nordheim Acting General Manager

Hi there Craig, Thank you for the lovely review and wonderful 90/100! It's fantastic to hear that you both enjoyed a comfortable five-night stay with us and that your room had everything you needed. I'm especially pleased that Wildflower Restaurant was a highlight of your visit, and how lovely of you to mention Nicole by name! I'll personally make sure your kind words are passed on to her. Recognition like this means so much to our team. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Craig. We hope to welcome you both back for another relaxing stay, and perhaps another delicious meal at Wildflower! Warm regards, Penelope Nordheim Acting General Manager

Dear Wanda, Thank you for your lovely review and wonderful 90/100! It's always such a pleasure to hear from our returning guests, and I'm delighted that we continue to make your visits easy and enjoyable. I'm especially pleased you appreciated the suite upgrade this time around. It's always nice to add a little something extra to a stay! It's also wonderful to hear you enjoyed a delicious dinner and dessert, along with friendly service from our restaurant team. I'll be sure to pass on your kind words, as they'll really appreciate the recognition. Thank you again for your continued support, Wanda. We love welcoming our familiar faces back and look forward to seeing you again on your next Sunshine Coast visit! Warm regards, Penelope Nordheim Acting General Manager

Dear Ross, Thank you for taking the time to share your feedback and for rating your stay 80/100. I'm really pleased to hear you found the bed comfortable, enjoyed your meals and received such pleasant service from our team. I'll be sure to pass on your lovely comments, particularly to our kitchen and restaurant teams. I'm sorry, however, that the bathroom and air conditioning let down an otherwise enjoyable stay. Water pooling outside the shower, discoloured grout and an air conditioner not performing as it should are certainly areas we need to address. We are currently working through a spring-cleaning and maintenance improvement program across our guest rooms, and your feedback is particularly helpful in identifying where we need to focus our attention. I'll ensure these concerns are shared with our Housekeeping and Maintenance teams for follow-up. Thank you again, Ross. We really appreciate your balanced feedback and hope to welcome you back for an even better experience next time. Warm regards, Penelope Nordheim Acting General Manager

Dear Robert, What a wonderful review, thank you so much for the perfect 100/100! It really means a lot to hear that Mercure Kawana Waters is your hotel of choice whenever you're visiting the Sunshine Coast. Having guests who continue to return to us is something we never take for granted. I especially love your comments about our small, friendly hotel and welcoming team. That's exactly the atmosphere we want to create, where guests feel genuinely looked after and always welcome. I'll be sure to share your lovely words with the team, as recognition like this makes such a difference. Thank you again for your continued support and loyalty, Robert. We look forward to welcoming you both back on your next Sunshine Coast visit! Warm regards, Penelope Nordheim Acting General Manager

Dear Stuart, Thank you for taking the time to provide such detailed feedback about your stay in Room 203. I’m sorry that there were several maintenance issues within the room that simply should have been identified before your arrival. Both bedside lights should have been operational, and the stiff bathroom tap and leaking shower screen are certainly not the standard we want our guests encountering during their stay. I’m also disappointed to hear that you felt you needed to persuade our team to assist with the lighting issue. While I’m pleased it was eventually resolved, getting assistance with something like this should have been straightforward. I also appreciate your comments regarding our environmental messaging. The intention is to give guests the choice to reduce servicing where they are comfortable doing so, rather than to diminish the service we provide, but I appreciate how that message may have landed given the other issues you were already experiencing. Thank you for identifying your room number, Stuart. This allows us to follow up the maintenance items specifically with our team. I’m sorry we didn’t meet expectations on this occasion, and I appreciate you giving us the opportunity to address these areas and do better. Warm regards, Penelope Nordheim Acting General Manager

Dear Renee, Thank you for taking the time to share such detailed feedback, and for choosing to stay with us again while your son was competing in the Pacific Championships. I’m sorry there were a few frustrations during what should have been a straightforward overnight stay. In particular, having both children needing to take cold showers due to the hot water issue is certainly not the experience we want for our guests. I’m pleased Sophie was able to assist you quickly, and I’ll make sure your lovely feedback is passed on to her. I also completely understand your frustration with the conflicting information around the restaurant and room service. If we communicate to our guests that room service is available during a particular period, you should be able to rely on that information. I’ll be following this up with our team so we can provide much clearer and more consistent communication, particularly on busy restaurant nights. The missing batteries from the safe should also have been picked up before your arrival, and I appreciate you bringing this to our attention. Despite these issues, thank you for still rating your overall stay positively, Renee. We really appreciate you returning to stay with us and hope your son had a fantastic Pacific Championships. Hopefully next time we can provide you and the family with a much smoother stay from start to finish. Warm regards, Penelope Nordheim Acting General Manager

Dear June, Thank you for taking the time to share your feedback with us. I’m really pleased to hear you found your room lovely and had a comfortable stay. I’m sorry, however, that we missed your request for Coke Zero and provided wine as your welcome amenity instead. When a guest takes the time to share a preference with us, particularly through their ALL profile or prior to arrival, we should be paying attention to those details. It’s a small touch, but one that makes a real difference to feeling recognised and welcomed. I’ve shared your feedback with our team so we can be more attentive to guest preferences when preparing our welcome amenities. Thank you for choosing to stay with us, June. I’m glad you enjoyed your stay overall, and hopefully next time we’ll get the little details right too, including the Coke Zero! Warm regards, Penelope Nordheim Acting General Manager

Dear Brendan, Thank you for taking the time to share your experience. I’m genuinely sorry to read your feedback and completely understand why you left feeling that your stay was not up to standard. The number of issues you encountered is particularly disappointing. From the leaking shower and unclean silverware, to the lighting and noisy air conditioning disrupting your sleep, these are all things that should have been identified and addressed before you arrived. I’m equally disappointed to hear about your breakfast experience. At 7:30am, our buffet should be well stocked, fresh and ready for our guests, and having multiple items unavailable or not being replenished is not acceptable. I have shared your feedback across our Housekeeping, Maintenance and Food & Beverage teams so each of these areas can be followed up. Most disappointing is hearing that your experience has left you not wanting to return. Brendan, I’m sorry we lost your confidence on this occasion. Should you reconsider in the future, I would genuinely welcome the opportunity for us to provide you with the experience you should have received in the first place. Warm regards, Penelope Nordheim Acting General Manager

Dear Exene, What a wonderful review to receive, thank you so much for the perfect score! I’m delighted to hear you had such a comfortable stay and that our location worked so well for you. Most of all, it’s lovely to hear your comments about our Reception and Restaurant teams. Our people really are at the heart of the hotel, so I’ll be very happy to share your kind words with them. Thank you for choosing Mercure Sunshine Coast Kawana Waters, Exene. It was a pleasure having you stay with us and we hope to welcome you back again very soon. Warm regards, Penelope Nordheim Acting General Manager

Dear Catrina, Thank you for taking the time to share your feedback with us. I’m genuinely sorry that the cleanliness of your bathroom fell well below the standard you should expect when staying with us. A clean and fresh room is fundamental, particularly when you are travelling for business and simply want to arrive, settle in and be comfortable. The unpleasant smell and condition you found the bathroom in should not have been part of your experience, and I sincerely apologise. I also really appreciate your kind comments about our team. Thank you for recognising their efforts and the pressure they appeared to be under during your stay. While I’m pleased they still made a positive impression, this should never come at the expense of the standards we deliver to our guests. I have shared your feedback directly with our Housekeeping team and will be following up on our cleaning and room inspection processes. Thank you also for your loyalty as an ALL member, Catrina. I’m sorry we didn’t deliver the experience you deserved on this occasion, and I hope we have the opportunity to welcome you back and show you a much better stay. Warm regards, Penelope Nordheim Acting General Manager

Dear T., Thank you for taking the time to provide such detailed feedback. I was incredibly disappointed to read about your experience with us, and I am genuinely sorry for the standard of stay you received. There are a number of things you have described that simply should not have happened. Most concerning is that you were initially provided access to a room that was clearly not ready for a guest, and then, after waiting again, the replacement room still did not meet an acceptable standard of cleanliness and presentation. The condition of the room, the items that had not been properly cleaned, the flooding from the shower and the issues you encountered trying to access drinking water all added to what was clearly a very frustrating three-night stay. I can completely understand why you have come away feeling so disappointed. I was pleased to read that our team member who welcomed you was friendly, however that positive first impression needed to be followed by a hotel experience that matched it, and unfortunately we did not deliver that for you. I have recently stepped into the hotel as Acting General Manager, and feedback like yours is important for me to hear. I am personally following up the issues you have raised with our Housekeeping, Front Office and Maintenance teams, particularly around room readiness, inspection standards and ensuring rooms are not released to guests until they are genuinely ready. T., for the rate you paid and the trust you placed in us when choosing a Mercure and ALL property, you were entitled to expect considerably better from us. I would genuinely appreciate the opportunity to speak with you directly about your stay and how we can make this right. Please feel welcome to contact me directly at the hotel. Thank you for bringing this to my attention, and please accept my sincere apologies for the experience you had with us. Warm regards, Penelope Nordheim Acting General Manager

Dear Nicole, Thank you for taking the time to share your experience with us. I’m very sorry that your stay was impacted by both the condition of the bathroom and the noise from the air conditioning. Travelling for business, a comfortable room and a good night’s sleep are so important, so to hear you describe this as one of the worst nights’ sleep you’ve had in a hotel for some time is particularly disappointing. The mould you found in the bathroom is also not the standard we expect, and I have shared your comments with our Housekeeping team for follow-up. I will also have the air conditioning concerns addressed with our Maintenance team, as the continual cycling you described clearly had a significant impact on your ability to rest. Thank you for bringing these issues to our attention, Nicole. I’m sorry we didn’t provide the comfortable stay you should have received, and I genuinely hope we have the opportunity to welcome you back and provide you with a much better experience next time. Warm regards, Penelope Nordheim Acting General Manager

Dear Tanya, Thank you for sharing your feedback with us. I’m so pleased to hear that you found our team friendly and helpful, I’ll be sure to pass your lovely comments on to them. I’m sorry, however, that the noisy air conditioning disrupted your sleep. A good night’s rest is such an important part of any stay, so I completely understand how frustrating this would have been. I’ve shared your feedback with our Maintenance team so the air conditioning can be followed up. Thank you again for staying with us, Tanya. We hope to welcome you back and provide you with a much more restful stay next time. Warm regards, Penelope Nordheim Acting General Manager

Dear Charlotte, Thank you for taking the time to share such detailed feedback with us. I’m pleased you enjoyed the hotel overall, however I’m sorry that a number of issues within your room took away from what should have been a much more comfortable stay. I was particularly disappointed to read about the condition of the toilet on arrival. This is certainly not the level of cleanliness we expect, and I sincerely apologize that this was missed prior to you checking in. The damaged safe, leaking shower and slow water dispenser are also frustrating issues to encounter during your stay, and I appreciate you bringing each of these to our attention. I have shared your feedback with our Housekeeping and Maintenance teams so these areas can be followed up. Thank you again for your feedback and for still rating your overall experience positively despite these issues. We hope to welcome you back and provide you with a much smoother stay next time. Warm regards, Penelope Nordheim Acting General Manager