Mercure Tashkent North 4 stars

Dear Guest, Thank you for sharing your comments. As General Manager, I have personally reviewed this matter, including the relevant CCTV footage and the actions taken by our team. I fully understand how concerning this situation must have been for you, and I would like to explain what we were able to establish and how the hotel responded. After you had checked out, our Housekeeping colleague found a plastic bag containing a white envelope, which appeared to contain cash, inside the open room safe. The item was immediately handed over to the Front Office, and our team contacted you to inform you that it had been found. You thanked our team and asked us to keep it safely until your return. The item was then secured in the Front Office safe without examining its contents. The handling and storage process was also reviewed through CCTV footage. When you returned five days later, the item was handed back to you, at which point you informed us that USD 900 in cash was missing. We took your concern seriously. However, as the contents had not been examined when the item was found, the hotel had no independent way to verify how much cash had originally been inside. Therefore, when you requested confirmation of the USD 900 loss for your insurance claim, we explained that the hotel was unable to officially confirm an amount that we could not independently verify. This was not because we did not wish to assist you, but because we could only officially confirm facts that the hotel itself was able to verify. At your request, we assisted in contacting the local police and provided translation support. All employees involved submitted written statements to the police on the same day. The following day, the colleague who originally found the item and our Rooms Division Manager personally attended the police station and submitted additional written statements. We understand that you expected more support from our team, and we regret that our assistance at the time did not provide the level of reassurance you expected. However, we would like to assure you that your concern was never ignored and that the hotel cooperated fully with the relevant authorities. Thank you also for recognizing Diyora and her efforts to assist you. Your positive comments have been shared with our team. The relevant CCTV footage and internal records have been preserved, and we remain available to cooperate with the appropriate authorities should any further information be required. Sincerely, Lee Jong Rak General Manager Mercure Tashkent North

Dear A. Chao, Thank you for choosing Mercure Tashkent North and for taking the time to share your detailed feedback with us. We are pleased to know that you appreciated our pleasant, quiet and clean environment, as well as the welcoming attitude of our reception team and the facilities available at the hotel. At the same time, we sincerely regret that certain aspects of your experience did not fully meet your expectations. We particularly appreciate your comments regarding the recognition and handling of VIP guests, as well as the communication surrounding charges for accidental damage. We understand how important clear communication and a personalized approach are, especially for our valued guests. Your feedback has been noted and will be shared with the relevant teams as we continue working to improve our guest experience and service standards. We truly value your feedback and hope to have the opportunity to welcome you back and provide you with a more seamless and satisfying stay. Warm regards, Maftuna Abralova Guest Relations Manager

Dear Mr. Di S., Thank you for taking the time to share your wonderful feedback and for choosing Mercure Tashkent North Hotel! We are delighted to hear that you were very happy with the service provided by our reception and dining & beverage teams. It is also wonderful to know that our team's kindness made your stay enjoyable. We appreciate your comments regarding the new smell in the accommodation, as well as your feedback on the breakfast selection and value for money. Your observations are valuable and will help us continue to enhance the guest experience. Thank you once again for your recommendation. We look forward to welcoming you back on your next business trip. Warm regards, Maftuna Abralova Guest Relations Manager

Dear Qing C., Thank you for your wonderful review and for choosing Mercure Tashkent North for your family stay. We are delighted to hear that you enjoyed our spacious rooms, convenient location, and the friendly service provided by our team. We also appreciate your feedback regarding the skincare samples. Please accept our apologies for this oversight. We will share your comments with our housekeeping team to ensure greater care is taken with guests' personal belongings in the future. Thank you for your recommendation and loyalty as an ALL Classic member. We look forward to welcoming you back on your next visit to Tashkent. Warm regards, Maftuna Abralova Guest Relations Manager