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

Dear Viktoriia, Thank you for taking the time to share your feedback following your recent stay with us. I’m pleased to hear that everything was good overall, however I’m sorry that the location of your room near the lifts impacted your sleep. A comfortable and restful night is such an important part of any hotel stay, and I completely understand how frustrating the lift noise and vibration would have been. Should you choose to stay with us again, please let our team know that you would prefer a quieter room away from the lifts and we will certainly do our best to accommodate this. We appreciate your feedback and hope we have the opportunity to welcome you back for a much more restful stay. Warm regards, Penelope Nordheim Acting General Manager

Dear Nick, Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear that you found our staff friendly, but we sincerely apologise that the service you received was affected by the private events taking place during your stay. Having to wait 10 minutes for your room service call to be answered is certainly not the level of service we aim to provide, and we understand how disappointing this would have been. We’re also sorry to hear about the slight smoking odour in your room. We take the comfort and cleanliness of our rooms seriously and will ensure this feedback is shared with our housekeeping team for attention. Your comments are valuable and will be shared with our department management team as we continue to improve the guest experience, particularly during busy periods. We hope to have the opportunity to welcome you back and provide you with a much smoother and more enjoyable stay. Kind regards, The Management Team Mercure Sunshine Coast Kawana Waters

Dear Elizabeth M., Thank you for your kind words regarding our central location and helpful staff. We are delighted to hear that you enjoyed your stay and look forward to welcoming you back in the future. Thank you for your loyalty to ALL Accor and we hope to see you again soon. Warmest regards, Penny Nordheim Acting General Manager

Dear Marina, Thank you for taking the time to share your experience with us. I’m pleased to hear you had a comfortable stay and, particularly, that you found our team friendly and the hotel clean and well managed. I’m sorry for the few maintenance issues you experienced with the shower, water machine and noisy air conditioning. These little things can certainly impact an otherwise enjoyable stay, and I appreciate you bringing them to our attention. I’ll be following these up with our team. Thank you again for choosing to stay with us, Marina. We’d love to welcome you back and hopefully make your next stay an even better one. Warm regards, Penelope Nordheim Acting General Manager

Dear Mary, Thank you for taking the time to share your experience. I’m very sorry to read about your stay and can understand why you left feeling so disappointed. The experience you have described, from the welcome you received at reception, to the quality of your meals and particularly the presence of cockroaches in your room, is certainly not the standard we want our guests to experience. I’m also concerned that when you raised the issue with our team, you did not feel that it was handled with the care or urgency you should have received. Your comments regarding the chicken parmigiana, vegan burger and accompanying meals have been shared with our Food & Beverage and Kitchen teams. I am also following up the room concerns with our Housekeeping and Maintenance teams, along with the service experience you encountered at reception. Mary, I appreciate that we cannot change the experience you had, but please know your feedback has been taken seriously and will be used to address the areas where we clearly fell short. Thank you for bringing this to my attention, and please accept my sincere apologies for your experience with us. Warm regards, Penelope Nordheim Acting General Manager

Dear Peter, Thank you for taking the time to share your feedback. I’m genuinely sorry to hear that your stay fell well short of expectations. In particular, I’m disappointed to hear about the cleanliness of the bathroom, the flooding and the maintenance issues you encountered. Regardless of the age or style of the hotel, our guests should expect their room to be clean, comfortable and properly maintained, and I’m sorry we missed the mark during your stay. I appreciate you bringing these concerns to our attention, Peter. I’ll be following them up directly with our Housekeeping and Maintenance teams so we can address the areas you’ve highlighted. I hope we have the opportunity to welcome you back in the future and provide you with a much better experience. Warm regards, Penelope Nordheim Acting General Manager