Dear Ms. Farida C., Thank you very much for taking the time to share your feedback following your recent stay at Mercure Phuket Patong Journeyhub. We are pleased to know that you had a pleasant stay with us and that you enjoyed the warm hospitality provided by our team. Your kind words regarding our friendly and helpful Heartists are truly appreciated and will be shared with the team as encouragement to continue creating welcoming experiences for our guests. It is also wonderful to hear that you found our location convenient for your visit. Our hotel aims to provide a comfortable and relaxing environment while allowing guests easy access to the attractions and activities of Patong. Thank you once again for choosing Mercure Phuket Patong Journeyhub. We sincerely appreciate your support and hope to have the pleasure of welcoming you back in the future, where we look forward to providing you with another memorable stay. Yours sincerely, Jiranan C. Assistant Front Office Manager Mercure Phuket Patong Journeyhub

Dear Mr. Belkacem S., Thank you very much for taking the time to share your feedback. We’re pleased to hear that you liked the hotel overall, though we’re sorry to learn that certain aspects of your stay did not align with your expectations. We understand that the charge related to the accidental damage was disappointing, and we regret the frustration this caused. While we do not offer insurance coverage for damages caused by guests, our policy requires that such incidents be charged based on the actual repair and replacement costs necessary to restore safety standards. These charges are applied consistently and are not discretionary, and we appreciate your understanding. We also regret that our breakfast offering did not meet your expectations. Your comments have been shared with our culinary team as part of our ongoing efforts to improve both quality and variety. Thank you again for sharing your perspective. We value all guest feedback and remain committed to maintaining consistent policies while delivering a comfortable stay to all our guests. Warmest regards, Pasinee S. General Manager

Dear Mr. Albert Saint Catherine, Merci d’avoir partagé votre retour. Nous vous présentons nos sincères excuses pour les problèmes de propreté, les retards dans le service de la chambre, ainsi que les désagréments liés aux équipements, au coffre-fort et à la réservation du taxi. Ces manquements ne reflètent pas les standards que nous nous efforçons de maintenir. Nous apprécions votre patience et sommes heureux que notre équipe ait pu vous aider à chaque occasion, bien que ces situations n’auraient pas dû se produire. Vos commentaires ont été transmis à nos équipes du ménage et de la réception afin d’assurer des améliorations immédiates. Nous vous remercions encore d’avoir porté ces points à notre attention. Nous espérons avoir le plaisir de vous accueillir de nouveau dans de meilleures conditions, pour un séjour plus fluide et confortable. Warmest regards, Pasinee S. General Manager

Dear Myriam C., Thank you for taking the time to share your feedback. We are pleased to hear that you appreciated the cleanliness of our hotel, the professionalism and friendliness of our staff, and the enjoyable rooftop pool area. We also value your observation regarding the slight humidity in the rooms. Please rest assured that we are continuously taking measures to enhance guest comfort and address such concerns. We look forward to the opportunity to welcome you back to Mercure Phuket Patong Journeyhub and provide you with an even more exceptional experience. Warm regards, Sunan Sr. Front Office Manager Mercure Phuket Patong Journeyhub

Dear Hedi M., Thank you very much for taking the time to share your feedback with us. We truly appreciate hearing from our guests, as it helps us continue improving the experience we provide. Although our property is located about 15 minutes from the beach, we are pleased to offer a complimentary shuttle service three times a day to ensure convenient access for our guests. We hope this service added comfort and ease during your stay. We are also delighted to share that our new lobby, located on the main road, is currently under construction and will be opening soon. This enhancement is part of our ongoing commitment to elevate our facilities and create a more welcoming arrival experience for all our guests. We sincerely hope to have the pleasure of welcoming you back in the future and providing an experience that exceeds your expectations. Warm regards, Pasinee S. General Manager

Dear Najoua H., Thank you very much for taking the time to share your recent experience with us. Please accept our sincerest apologies for the inconvenience and discomfort you encountered during your stay. What you described does not reflect the standards of cleanliness, service, or hospitality that we are committed to providing. We are truly concerned to hear about the condition of your linens, bathroom, and overall room cleanliness. This is unacceptable, and we take your comments very seriously. Our housekeeping and maintenance teams have been informed immediately, and we are conducting a thorough review to ensure such issues do not occur again. We are also sorry to hear about the misunderstanding regarding your late check‑out request. We will review our communication process with the front office team to ensure accurate and transparent information is consistently provided to our guests. Please rest assured that your feedback is extremely valuable and has been shared with the relevant departments for immediate corrective action. We are committed to improving and ensuring that every guest enjoys a comfortable and pleasant stay. We truly hope you will give us another opportunity to restore your confidence in our service. Should you plan to return, please feel free to contact me directly—I will personally ensure your next stay is handled with the utmost care. Warm regards, Pasinee S. General Manager

Dear Mr. Wyssam B., Thank you for taking the time to share your experience. We are truly sorry that your stay with us left you disappointed, and we sincerely apologize for the distress and inconvenience you felt. This is never the experience we wish for any of our guests. After reviewing the details of your reservation, we found that two rooms were accessed at the time of check‑in. One room was used, while the other remained unused. In accordance with our procedure, we only charged the room that was occupied, and we immediately processed a refund for the unused room. We are deeply sorry if this was not clearly communicated to you and if it caused any confusion or frustration. Your comfort and peace of mind are extremely important to us. We regret that we were unable to provide the level of service you expected and deserved during this stay. Please rest assured that we are addressing your concerns internally to ensure better communication and a smoother experience for all of our guests moving forward. We sincerely hope you will give us another opportunity to welcome you back in the future, so we can provide you with a stay that truly reflects our commitment to care and hospitality. Warm regards, Pasinee S. General Manager

Dear Mr. Kubilay K., Thank you for sharing your feedback regarding your recent stay. We sincerely apologize for the inconvenience and disappointment you experienced. We regret the issues you encountered with humidity in the rooms, as well as the concerns about cleanliness and hygiene in the common areas. Please be assured that your comments have been shared with our management and housekeeping teams for immediate review and corrective action. Providing a comfortable and clean environment is a priority for us, and we are sorry that we did not meet expectations during your visit. We appreciate your recognition of our staff’s friendliness, and we will continue to build on this while addressing the areas that require improvement. Your feedback is invaluable in helping us improve our services and facilities, and we thank you for bringing these matters to our attention. Kind regards, Pasinee S. General Manager