Dear Paul, We appreciate you letting us know about your recent visit. We are delighted that our team made you feel welcome and that you enjoyed a comfortable one-night stay with us. Our staff take pride in creating a warm atmosphere, so it is wonderful to know they left a great impression. However, we are sorry the air conditioning did not perform as expected during your visit. Each of our rooms has individually controlled cooling, and our front desk is always on hand to help with any adjustments or provide extra fans if needed. We also note your suggestion for more variety at breakfast. Our Distrikt Press buffet already offers eggs cooked in several ways alongside hot items, fresh bakery selections, and continental favourites, but your feedback helps us refine the experience. Nonetheless, we are glad you found our location convenient. Being steps from the Yarra River and a short walk from Flinders Street Station really does make all the difference for a business trip. We hope to welcome you back soon! Best regards, The team of Mercure Melbourne Southbank

Dear Sarah, We value your time and effort in providing feedback regarding your stay at our hotel. We are pleased that you found your room clean and the beds comfortable, as these are key elements of a restful stay. However, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret the oversight in the bathroom and would like to remind you that our team is always available to address any concern on the spot. Our daily housekeeping service is here to ensure every detail is taken care of, and we will certainly share your comments with them. Nonetheless, it is heartening to know that you still enjoyed the overall comfort of your accommodation and our handy city-centre location near the Yarra River. We hope to have the opportunity to welcome you back to our hotel in the future. Best regards, The team of Mercure Melbourne Southbank

Dear Travis, Thank you for taking the time to share your review. We are truly sorry to hear that your stay did not meet your expectations. Your room’s position on the ground-level floor near high-traffic areas clearly affected your comfort, and we regret that this disrupted your rest. Our higher floors, from level four upwards, tend to offer a quieter environment, and our team is always happy to assist with room placement preferences upon arrival. We also acknowledge the shortcomings you encountered with the servicing of your room and the condition of the bathroom. Daily housekeeping is a standard we take seriously, and we are sorry that it fell short on this occasion. Our front desk is available around the clock to address any such concerns promptly. We do look forward to seeing you in the future for a better experience. Kindest regards, The team of Mercure Melbourne Southbank

Dear Peter, Guest feedback is important to us, and we appreciate you sharing your impressions. We are truly sorry to hear that your experience fell so far short of the standard we strive to deliver. Being moved between three rooms is not the seamless stay we want any guest to have, and we regret the frustration this caused you and your partner. The shortcomings you encountered with the in-room amenities and the cleanliness of the bathroom are not reflective of our usual care. Our team is always on hand to resolve such matters promptly, and we wish we had been able to put things right for you during your time with us. Your feedback on the breakfast offering and our sustainability approach has been noted as well. Every comment helps us understand where we can sharpen our attention to detail and better serve our guests. We hope that you might consider visiting us again in the future. Kind regards, Hotel Management

Dear Fermino, We appreciate you letting us know about your recent visit. We are delighted that you had a lovely stay with us and that Michael at the front desk made such a positive impression. However, we are sorry for the shortcoming you noticed in the bathroom. Our housekeeping team is always available to sort these rare situations on site, and we encourage guests to reach out right away. Finally, we are truly honoured that you have been returning to our hotel for 12 years. Your loyalty means a great deal to our entire team. It would be a pleasure to welcome you again. Kind regards, The team of Mercure Melbourne Southbank

Dear Guest, Thank you for providing us with your candid feedback. We are delighted that you found your stay comfortable and enjoyed a relaxing time with us. We also appreciate your kind words about our team, it means a lot to know their friendliness stood out during your visit. However, we regret that the internet connection did not meet your expectations. Our high-speed WiFi is complimentary across all areas, and our front desk is always available to assist with any connectivity issues. It would be a pleasure to welcome you again in the future. Kind regards, The team of Mercure Melbourne Southbank

Dear C., Thank you for taking the time to share your thoughts with us. We are delighted that you found our location convenient for your family trip and that your room offered the spaciousness you needed. It is also wonderful that our team made a warm impression and that you enjoyed the buffet selection at Distrikt Press. That said, we are sorry that some aspects of your stay did not meet your expectations. We understand the frustration of waiting without updates when arriving before check-in time, especially after a long journey. Our reception team is always available to provide clearer guidance, and we regret that this was not your experience. We also note your thoughts on the bathroom, while we are glad you found it clean, your feedback on its style has been taken into consideration. Nonetheless, it is great to know that the cleanliness of your room met your standards and that you were able to settle in comfortably. We do hope that you will return on another occasion. Best regards, The team of Mercure Melbourne Southbank

Dear Madonna, We appreciate you bringing your concerns to our attention. We are truly sorry to hear that your stay fell short of your expectations, particularly during what was a difficult personal visit to Melbourne. Our front desk team is available around the clock to assist guests, and early check-in can be arranged for a small additional fee before 2pm. We regret that this option was not clearly communicated to you at the time. Your comments about the warmth of our welcome have been noted, and we understand how meaningful a genuine greeting can be, especially when travelling for a sensitive reason. We also acknowledge that special milestones such as a birthday and wedding anniversary deserve recognition, and we are sorry this was overlooked during your stay. It is our hope that you will allow us the opportunity of providing you with an improved experience in the future. Kind regards, The team of Mercure Melbourne Southbank

Dear Stacey, Thank you very much for your feedback. We are delighted that your room felt clean and spacious, and that booking directly through our website was a smooth process. We are, however, sorry that the bedding did not provide the restful sleep you deserved. Our reception team is always available to arrange extra pillows, and we would have been happy to assist had we known during your stay. Nonetheless, it is great that our location placed you right where you needed to be. We are also pleased that your overall time with us left a positive impression. We hope to have the opportunity to welcome you back for an even better stay in the future. Best regards, The team of Mercure Melbourne Southbank

Dear Jessica, Thank you for taking the time to review your recent experience. We are pleased that you found your stay comfortable and that our housekeeping team left a positive impression. However, we are sincerely sorry that the bathroom floor did not meet your expectations. Our team follows thorough cleaning procedures, and we regret that this was not reflected in your room. Please know our staff is always available to address any concern on the spot, so you can feel fully at ease. Nonetheless, our location on the Yarra River places you steps away from Flinders Street Station, the National Gallery of Victoria, and Southbank’s vibrant dining scene, making it a great base for exploring Melbourne. We hope you will give us another opportunity to deliver an improved experience on your next stay. Kind regards, The team of Mercure Melbourne Southbank

Dear C., Thank you for sharing such a valuable review. We are pleased that your check-in went smoothly and that you found our location so convenient for your stay. It is also lovely to hear you enjoyed your welcome drink. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret that our team’s warmth did not shine through as it should have, and we have noted your thoughts on the welcome drink process to ensure clearer communication at arrival. Your observations regarding the bedding and the bathroom products have also been taken into consideration. Nonetheless, we are glad that your overall experience was a positive one and that our Southbank setting served as a great base for your visit. We hope to welcome you back soon! Best regards, The team of Mercure Melbourne Southbank

Dear Mia F., Many thanks for your valuable feedback. We are delighted that your stay was lovely and that you found your room clean and comfortable. We also appreciate your recognition of our sustainability efforts, and we are pleased you value the initiative. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret the oversight with the bathroom amenities and any difficulty your guest encountered at breakfast when the meal had already been settled. We also apologise that our late-evening welcome felt less warm than it should have; offering attentive hospitality at any hour is something we take seriously. Nonetheless, we hope you were able to take advantage of our central Southbank location, just steps from the Yarra River promenade and many of Melbourne’s iconic attractions. We look forward to the pleasure of seeing you again in the future. Best regards, The team of Mercure Melbourne Southbank

Dear Belinda, Thank you for writing a review. We are pleased that you found our beds comfortable and that our central location suited your family trip. However, we are sincerely sorry that several aspects of your stay did not meet your expectations. We regret the confusion regarding the in-room amenities and the difficulty you faced with washing up. Our kitchenettes are equipped with a microwave, mini fridge, and kettle, and our team is always on hand to help resolve any missing items straight away. We are also sorry for the oversight in housekeeping and the hurried response you received when calling about the air conditioning. Every interaction should feel unhurried and attentive, and we have taken your feedback on board. The cost quoted for returning your shirt reflects our external courier charge, though we understand your frustration and are glad you could retrieve it in person. Nonetheless, it is wonderful that our proximity to the Yarra River and Melbourne’s key attractions made your visit more enjoyable. We are also grateful for your overall appreciation of your time with us. Best regards, The team of Mercure Melbourne Southbank

Dear Christopher, It is disheartening to learn that we fell short of your expectations. We are truly sorry to hear that several aspects of your stay fell short of your expectations. Your arrival should set a warm and welcoming tone, and it is clear we did not deliver that for you. We also regret that your Gold membership did not receive the recognition it deserves, and that you found the bed less comfortable than it should have been. Our team is available around the clock to assist with any in-room concerns, and we would have welcomed the opportunity to address these during your visit. For your next stay, our reception can also advise on the complimentary filtered water stations available on site. The whole team hopes to have the pleasure of seeing you again. Best wishes, Phyu Maung, Assistant Manager

Dear Kevin, We appreciate you sharing your comments with us. We are pleased that you found our location comfortable and handy, with the Yarra River and Melbourne’s finest attractions just steps from our door. However, we are sincerely sorry that some aspects of your stay did not meet your expectations. The arrival experience shapes the tone of any visit, and we regret that the self-check-in kiosk did not provide the seamless welcome you deserved. Our team at the 24-hour reception desk is always available to assist with any difficulty, and we would have been happy to help you settle in comfortably. Your comments about departure ease and our sustainability commitment have been noted and will be taken into consideration. Nonetheless, we are glad our Southbank setting proved convenient for your couple’s getaway, placing you right in the heart of Melbourne’s vibrant cultural and dining scene. Thank you again. We look forward to welcoming you back soon. Kind regards, Phyu Maung, Assistant Manager

Dear Lee, Thank you for choosing us and for sharing your review. We are thrilled that you found our location great, right on the doorstep of the Yarra River and moments from Flinders Street Station. That said, we are sorry that some aspects of your stay did not meet your expectations. We have noted your thoughts on the bathroom and will share them with our team. Our front desk is always happy to assist with early check-in requests whenever availability allows, for a small fee of $20 per hour before 2pm. Nonetheless, we are glad that your overall time with us was a positive one. We hope to have the pleasure of seeing you on a future visit. Best regards, Phyu Maung, Assistant Manager

Dear Liam, Your feedback matters to us. We are pleased that you found your room tidy, as your comfort is our priority. However, we are truly sorry to hear that several aspects of your stay fell short of your expectations. The shortfall in recognition of your Gold loyalty status, along with the missed welcome amenity and drink, is not the warm arrival we aim to provide. We also regret that your check-in and check-out took longer than they should have and that our team’s hospitality did not make you feel as welcomed as you deserve. Your comments about the room furnishings and bedding have been noted, and we appreciate you bringing these to our attention. Nonetheless, our housekeeping team works diligently to maintain clean and comfortable spaces, and we are glad this was reflected during your time with us. We hope you will consider staying with us again in the future. Best regards, Phyu Maung, Assistant Manager

Dear Yuan, We value your time and effort in providing feedback regarding your stay at our hotel. We are delighted that our team made such a warm impression, and that the manager on duty went above and beyond to personally assist you. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. Our air conditioning units are individually controlled in each room, and our housekeeping team is always available to address any comfort concerns on the spot. Nonetheless, we are glad you appreciated the genuine care our staff showed, and that the service recovery left a positive mark on your stay. Thank you again; we hope to have the opportunity to welcome you back. Kind regards, Phyu Maung, Assistant Manager

Dear Jessica, Many thanks for your valuable feedback. We are delighted that you found your room clean, comfortable, and quiet, providing a restful environment for your business trip. That said, we are sorry that some aspects of your stay did not meet your expectations. The arrival experience you described is not reflective of the seamless welcome we aim to provide, and our 24-hour reception team is always available to assist with any queries, including extra keys for your guests. We also regret that the bathroom felt tired, and we appreciate you bringing this to our attention. Nonetheless, it is lovely to know that you enjoyed the complimentary breakfast and that our morning team made a professional and efficient impression. Our location on the Yarra River also places you within easy reach of Melbourne’s finest attractions, which we hope you were able to appreciate during your visit. We hope to have the opportunity to welcome you back for an even better stay in the future. Best regards, Phyu Maung, Assistant Manager