Mercure Bukhara Old Town 4 stars

Dear Valued Guest, Thank you for your detailed and candid feedback following your stay at Mercure Bukhara Old Town. We sincerely regret that the payment experience negatively impacted your overall impression. The situation you described regarding card authorisation is clearly frustrating, particularly when multiple internationally issued Visa, Mastercard, and digital wallet payments were declined due to PIN requirements. Please allow me to clarify that in Uzbekistan, banking regulations and terminal configurations are governed by local acquiring banks, and in certain cases, the system is set to default to Chip-and-PIN authentication for foreign cards. That said, this explanation does not diminish the inconvenience you experienced. We have escalated your case to our financial partner to review terminal configuration, contactless limits, and fallback authorisation procedures for cards without PIN functionality. As part of the Accor network, we fully agree that payment processing should be seamless and globally compatible. Your feedback has triggered an internal audit of our POS setup to prevent recurrence. Additionally, we apologise that the promised restaurant reservation follow-up was not completed. This represents a service lapse in communication, and we are reinforcing internal accountability within the Front Office team to ensure that commitments made to guests are consistently delivered and confirmed. We are grateful for your loyalty as an ALL – Accor Live Limitless Classic member and appreciate your positive ratings for our booking experience, WiFi, sustainability, and accommodations. Nevertheless, we recognise that operational inconsistencies during arrival and payment should not occur. Thank you for highlighting these gaps with clarity. Your comments directly contribute to systemic improvements. We hope to have the opportunity to restore your confidence during a future visit. Regards, Miragha J.S. Property Manager.

Dear Valued Guest, Thank you for such an extraordinary and thoughtfully articulated review. Receiving praise of this depth from a seasoned global traveler with decades of worldwide experience is both humbling and motivating for our entire team. We are delighted to know that our Front Desk colleagues left such a strong impression from the very first interaction. Professionalism, attentiveness, and refined service presence are core pillars of our hospitality philosophy, and it is rewarding to know you felt confident and well cared for from check-in onward. Your appreciation of the spa and swimming pool experience is especially meaningful. The Neo-Uzbek architectural concept was intentionally curated to blend heritage inspiration with contemporary sophistication, creating an immersive atmosphere rather than simply a facility. Knowing that you were able to enjoy the spa privately and fully absorb the serenity of the space confirms that this vision translated successfully into your experience. We are equally grateful for your recognition of the lobby design and the many aesthetic details throughout the property. Your comment regarding the overall architectural execution will certainly be shared with the creative minds behind the project. Our location on Samarqand Street in the heart of Bukhara was chosen to provide seamless access to the Old City’s iconic landmarks while preserving the charm of neighborhood exploration. We are pleased that this positioning enhanced your stay and allowed you to enjoy authentic walks through one of Central Asia’s most remarkable historical environments. It would be our distinct pleasure to welcome you back for another memorable stay in the near future. Regards, Miragha J.S. Property Manager.

Dear Valued Guest, Thank you sincerely for taking the time to share such a generous and inspiring review of your stay with us. We are truly delighted to learn that your experience at Mercure Bukhara was the most comfortable of your entire trip and that you felt so well cared for throughout your visit. Your kind words regarding our service culture, attention to detail, and overall guest experience are deeply appreciated. I am especially pleased to see your recognition of Timur for his warm presence and consistent hospitality, as well as our housekeeping team for their thoughtful gesture. These moments reflect exactly the level of care and personalization we strive to deliver, and your feedback will be shared proudly with the entire team. Receiving perfect scores across all aspects of your stay, from accommodation and cleanliness to value for money and sustainability, is both humbling and motivating. It reassures us that our efforts are aligned with what truly matters to our guests. Thank you once again for choosing Mercure Bukhara and for recommending our hotel so highly. We sincerely hope to have the pleasure of welcoming you back in the future and creating yet another memorable experience for you. Regards, Miragha J.S. Property Manager Mercure Bukhara

Dear Mr T., Thank you for taking the time to provide such a comprehensive and candid assessment of your stay. From a governance and quality-management standpoint, feedback of this depth is invaluable, particularly when it highlights the gap between perceived value and pricing expectations. We fully acknowledge that operational disruptions such as the evening power outage, generator noise, and intermittent spa functionality materially undermine the premium positioning of the hotel. While these issues may appear isolated individually, your observation is correct: when aggregated, they erode the overall value-for-money equation. Please be assured that these points have been escalated internally, with specific focus on infrastructure resilience, noise mitigation, and preventive maintenance protocols for our wellness facilities. Your comments regarding breakfast quality and Wi-Fi performance have also been noted. Both areas are currently under review as part of our continuous improvement roadmap, as they are core touchpoints that directly influence guest satisfaction, particularly for loyalty members such as yourself. On a positive note, we appreciate your recognition of our team, check-in, and check-out experience. This reinforces that while systems and facilities require recalibration, our people remain a strong asset. We regret that your experience did not fully align with the expectations associated with the Mercure brand and your ALL Classic membership. Your feedback will directly inform corrective actions, as our strategic objective is not merely comfort, but consistency, reliability, and justified value at every price point. Thank you once again for your transparency. We hope to have the opportunity to restore your confidence on a future visit. Regards, Miragha J.S. Property Manager Mercure Bukhara Old Town

Dear Mr Chong F., Thank you for your exceptionally detailed and thoughtful review, as well as for awarding us a perfect score across all touchpoints of your stay. From a performance and brand-alignment perspective, your feedback strongly confirms that our strategic positioning, service delivery model, and team engagement are effectively translating into a high-impact guest experience. We are particularly pleased that the architectural concept, courtyard design, and wellness facilities resonated with you. These elements were intentionally developed to balance local heritage with contemporary comfort, and your observations validate the return on that design investment. Your kind recognition of our pool and fitness colleague, as well as the restaurant team, will be shared internally as a best-practice example of guest-centric service. Your positive assessment of our breakfast, dining experiences, and room layout is equally appreciated. While certain design choices are purposeful, your pragmatic and well-balanced perspective is invaluable for our continuous optimisation process. Most importantly, your acknowledgement of our young team’s professionalism, language proficiency, and composure—particularly during the card payment challenge—speaks directly to our culture of ownership, resilience, and solution-oriented thinking. This is precisely the mindset we aim to cultivate as part of our long-term talent development strategy. We also appreciate your transparent comments regarding the hotel’s location and your practical recommendation of transportation solutions, which will certainly help future guests make informed decisions. Thank you for your loyalty as an ALL Accor Gold member and for choosing to book through the Accor ALL App. Your strong recommendation is both motivating and reaffirming for our entire team. We look forward to welcoming you and your family back to Mercure Bukhara Old Town and to continuing to exceed expectations at every stage of the guest journey. With regards, Miragha J.S. Property Manager