Mercure Tirana 4 étoiles

Dear Mr. M. Thank you for taking the time to share your feedback and, above all, for your continued loyalty to Mercure Tirana over the past two years. We are pleased to read your positive comments regarding our reception, bar, breakfast, and service teams. Your recognition of their responsiveness, professionalism, and attentiveness is sincerely appreciated and will be shared with them. At the same time, we are naturally disappointed that your most recent stay did not fully meet your expectations, and we would like to address the points raised with the necessary care and clarity. Regarding the comfort of the room, we have taken note of your comments concerning the pillows and external noise. Pillow preferences are highly personal, and our team remains available to offer alternative options whenever requested and subject to availability. With respect to sound insulation, this is linked to the original structural characteristics of the building and cannot be modified through immediate operational measures. Nevertheless, your feedback remains recorded and will be considered within the hotel’s longer-term investment and improvement planning. We were particularly surprised by your assessment of breakfast. In recent months, the breakfast offering has not been reduced; on the contrary, it has been substantially revised and enhanced through the addition of new products, improvement of several existing items, and continuous quality monitoring. These changes have been positively received by our guests, and your feedback is the first we have received suggesting an overall decline in the breakfast experience. Naturally, individual preferences may differ, and we will review whether any specific item may not have met our normal standard during your stay. However, we believe it is important to clarify that the current breakfast selection is broader and more developed than the previous offering. Regarding food origin, religious compatibility, and product information, our lunch and dinner offering continues to operate in accordance with the hotel’s established food standards and halal menu policy. Relevant product and allergen information is available, and our restaurant team is always at the guest’s disposal to provide any additional explanation when required. Nevertheless, we will review the visibility and presentation of this information to ensure it remains as clear and accessible as possible. Concerning your comments about guests wearing swimwear outside the pool area, the hotel encourages appropriate attire in all public areas. At the same time, as a hospitality establishment, we must manage such situations with discretion and proportionality. Where inappropriate conduct is brought to our attention, our team addresses it professionally while respecting the dignity of all guests. We have also carefully noted your comment regarding members of the management team whom you perceived as inattentive or condescending. As this is a serious observation, we would appreciate receiving specific details regarding the person concerned or the interaction in question. Without such information, it is difficult for us to investigate the matter objectively and take any appropriate action. Based on the information available to us, our management and operational teams have consistently made considerable efforts to accommodate your preferences and requests whenever reasonably possible. This has included flexibility regarding room arrangements, late check-out requests, and other preferential considerations over the course of your stays. We also understand that previous comments regarding the music played in the hotel were taken into account and that adjustments were made in an effort to respond to your preferences. However, Mercure Tirana is an internationally branded hotel welcoming guests of different nationalities, cultures, religions, and backgrounds. Our responsibility is therefore to create a balanced and inclusive environment that respects all guest profiles equally. While we remain attentive to individual preferences, we cannot structure the hotel’s atmosphere around the expectations of one guest or one nationality, nor exclude cultural content solely because it may not reflect an individual preference. Doing so would be inconsistent with our commitment to inclusion, neutrality, and non-discrimination. Regarding your ALL – Accor Live Limitless membership, we regret that you feel insufficiently informed about the programme. Loyalty points and benefits are governed by the programme’s official Terms and Conditions and are applicable only to eligible stays correctly linked to the member’s account within the permitted timeframe. The hotel is not authorised to award points retroactively outside those rules. Our Front Office team will nevertheless be pleased to verify your membership details and ensure that future eligible stays are correctly registered. We would also like to clarify that room rates and commercial conditions are determined according to availability, seasonality, booking channel, and applicable company or negotiated agreements. Preferential conditions previously extended to you were granted within a specific commercial context and cannot automatically be maintained indefinitely or applied outside the relevant agreement. We value constructive criticism and take all legitimate guest feedback seriously. At the same time, it is equally important for us to respond factually where certain observations do not correspond with the operational changes, improvements, or standards currently in place. We remain committed to delivering a professional, respectful, and consistent experience to every guest and hope that a future stay will allow you to reassess the improvements introduced at Mercure Tirana. Kind regards, Elona Gjondedaj General Manager Mercure Tirana

Dear Mr. M., Thank you very much for your excellent feedback. We are delighted to hear that you enjoyed your stay, our breakfast, and the rooftop pool. We truly appreciate your kind words and your recognition as an ALL Silver member. We look forward to welcoming you and your family again at Mercure Tirana. Kind regards, Mercure Tirana Team

Dear Ms. Cristina Thank you for your wonderful feedback and perfect score! We are delighted to hear that you enjoyed our location, attentive staff, rooftop pool, fitness center, and overall facilities. Your kind words and recommendation mean a lot to us. We look forward to welcoming you back to Mercure Tirana soon! Best regards, Mercure Tirana Team

Dear Ms. Enza Thank you for your kind review and for rating your stay so highly. We are delighted to hear that you enjoyed our friendly staff and clean rooms. Providing a comfortable and welcoming experience for our guests is always our priority. We also appreciate your feedback regarding the online check-in process. We understand how frustrating it can be to provide the same information again upon arrival. Your comments have been noted and will be shared with the relevant teams as we continuously work to improve the guest experience and make the check-in process as seamless as possible. We hope to welcome you back to Mercure Tirana again soon. Kind regards, Mercure Tirana Team

Dear Ms. Helene Thank you for your great review and for sharing your feedback. We are delighted to hear that you enjoyed our spacious rooms, comfortable beds, and fantastic breakfast. It is wonderful to know that these aspects contributed to a pleasant stay. We also appreciate your comment regarding the road noise. While our location offers convenient access to the city and airport, we understand that traffic noise may occasionally affect some guests. Your feedback is valuable and will help us continue improving our guests' experience. We hope to have the pleasure of welcoming you back to Mercure Tirana in the future. Kind regards, Mercure Tirana Team