Mercure Bukhara Old Town 4 stars

Dear Ms. W., Thank you for taking the time to share your detailed feedback following your stay at Mercure Bukhara Old Town. First and foremost, I sincerely apologize for the experience you encountered. The situation you described regarding the room allocation and the discrepancy between the booked room type and the one initially provided is clearly not aligned with our standards. Your expectation to receive exactly the room category you selected and paid for is absolutely valid. It is particularly concerning to read that your concern was not addressed promptly upon arrival and required further discussion the following day. This does not reflect the level of transparency, responsiveness, and guest-centricity we strive to uphold. While I appreciate that the team ultimately resolved the matter and offered compensation, I fully acknowledge that this does not offset the initial frustration and the impact on your overall stay. Regarding your comments on room representation, please allow me to clarify that certain room categories may have minor variations in layout or design; however, this should never result in a materially different experience from what is communicated during the booking process. Your feedback highlights a gap in how expectations are being set, and we are currently reviewing both our internal allocation procedures and the clarity of our room descriptions across distribution channels. We also take seriously your remarks about perceived inconsistency in pricing and presentation. Ensuring alignment between what is marketed and what is delivered is a fundamental principle, and your experience indicates that we must reinforce this discipline. We regret that this stay has impacted your confidence in both our property and the wider Accor network. This is certainly not the impression we aim to leave, especially with guests familiar with the brand. Thank you once again for your candid feedback. While we understand your current position, we would value the opportunity to restore your trust in the future. Regards, Miragha J.S. Property Manager

Dear Mr. W., Thank you for sharing such a comprehensive and thoughtful review following your stay at Mercure Bukhara Old Town. We are delighted to know that you and your partner thoroughly enjoyed your experience and appreciated the hotel’s design in harmony with Bukhara’s rich history. It is particularly rewarding to see your high ratings across multiple touchpoints, from arrival and cleanliness to our team and overall service delivery. Your kind recognition of our colleague Mirfayz is truly appreciated. We will ensure your compliments are personally shared with him, as moments like these reflect our commitment to flexibility and guest-centric service—especially when resolving booking nuances such as room preferences. We also value your positive feedback regarding our sustainability initiatives, ALL loyalty recognition, and your experience at Saffron Rooftop Restaurant. It is encouraging to see these strategic focus areas contributing positively to your stay. At the same time, we have taken note of your comment regarding the initial difficulty in booking a double room via the Accor ALL App. While we are pleased that our team could resolve this efficiently upon arrival, we will further review this aspect internally to enhance the digital booking experience. We truly appreciate your recommendation and your loyalty as an ALL Silver member. We look forward to welcoming you back for another seamless and enriching stay. Regards, Miragha J.S. General Manager

Dear Mr T., Thank you very much for your excellent review and for sharing such detailed feedback regarding your recent family stay at Mercure Bukhara Old Town. We are truly delighted to know that you enjoyed the overall atmosphere of the hotel and that your experience covered so many positive touchpoints, from the comfort of your room to our restaurant and spa facilities. It is especially rewarding to read your compliments about our breakfast selection and restaurant cuisine. We take pride in offering a diverse and memorable culinary experience, and your recognition of these details means a great deal to us. We are also pleased that you enjoyed the spa experience, especially the sauna, as well as the attentive service delivered by our housekeeping, reception, restaurant, and spa teams. Your kind words will certainly be shared with all colleagues as a source of motivation and pride. Thank you as well for your constructive note regarding the gym facilities and the suggestion of adding a cross trainer. Feedback of this nature is highly valuable and helps us evaluate future improvements to enhance the guest experience further. It was a pleasure to welcome you as an ALL Accor Diamond member, and we sincerely appreciate your loyalty and trust. We look forward to welcoming you and your family back again for another memorable stay in Bukhara. Regards, Miragha J.S. General Manager.

Thank you for sharing your detailed feedback, Mr. Krasimir A.. We are delighted to know that you appreciated the cleanliness, freshness, and overall condition of the hotel, as well as the service provided by our team. It is also very encouraging to see your strong ratings across most aspects of your stay and your willingness to recommend us. At the same time, we take note of your comments regarding the limited number of plugs and the absence of a proper mirror in the room. Your observations are both valid and valuable from an operational improvement standpoint. We are currently reviewing room setup standards, and your feedback will be included in our ongoing enhancement plans to better align with guest expectations and modern travel needs. It was a pleasure to have you stay with us, and we truly appreciate your loyalty as a member of the ALL Accor programme. We look forward to welcoming you again and delivering an even more refined experience. Regards, Miragha J.S. Property Manager

Thank you for your outstanding feedback, Mr. John M.. We are truly pleased to learn that your experience with us was so positive and that you appreciated the hotel’s design, our convenient proximity to the Old Town, and most importantly, the dedication of our team. Your recognition of our restaurant, both in terms of cuisine and service quality, is especially rewarding and will be shared with the entire team as a strong motivator to continue delivering at this level. It is also encouraging to see your high evaluation across all touchpoints of your stay, as well as your loyalty to the ALL Accor programme. At the same time, we have noted your rating regarding value for money and will continue to refine our offering to ensure it remains fully aligned with guest expectations. We genuinely appreciate your recommendation and look forward to welcoming you again for another seamless and memorable stay. Regards, Miragha J.S. Property Manager