Dear Paul, Thank you so much for your wonderful 100/100 review! I'm delighted to hear you and your partner enjoyed our peaceful surroundings, comfortable accommodation and dining experience at Wildflower Restaurant. It's also lovely to know you found the booking process easy and our service efficient. We always aim to make every part of our guests' experience as seamless and enjoyable as possible. I'll be sure to share your fantastic feedback with our team! Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Paul. We look forward to welcoming you both back for another relaxing stay soon. Warm regards, Penelope Nordheim General Manager

Dear Luzette, Thank you for your lovely review and wonderful 80/100! I'm delighted to hear you and your partner enjoyed a pleasant stay and that our team made you feel so welcome. It's especially lovely to hear your kind words about our English team member in the restaurant. I'll be sure to share your feedback with our Food & Beverage team so she receives the recognition she deserves! We also truly appreciate your continued loyalty as an ALL Gold member. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Luzette. We look forward to welcoming you both back again soon! Warm regards, Penelope Nordheim General Manager

Dear Tony, Thank you for taking the time to share your feedback and for your lovely 80/100 review! I'm pleased to hear you and your family enjoyed a comfortable stay, convenient parking and great food. It's especially wonderful to hear your positive comments about our reception team, and I'll be sure to pass these on. I'm sorry, however, that the television wasn't working correctly during your stay. I appreciate you reporting this to our team, and I'll follow up with Maintenance to ensure the issue is addressed. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Tony. We're delighted that overall you had an enjoyable stay and look forward to welcoming you back again soon! Warm regards, Penelope Nordheim General Manager

Dear Claire, Thank you for your lovely review and wonderful 80/100! I'm delighted to hear you and your partner enjoyed a clean, comfortable room and found our location convenient for visiting the nearby hospital. It's also great to know that the in-room fridge and complimentary parking made your stay that little bit easier. Sometimes it's those practical touches that make all the difference! We truly appreciate your loyalty as an ALL Classic member and thank you for choosing Mercure Sunshine Coast Kawana Waters. We look forward to welcoming you both back again soon! Warm regards, Penelope Nordheim General Manager

Hi Maureen, Thank you for taking the time to share your feedback following your recent stay. I'm delighted to see your positive ratings for our accommodation, cleanliness and particularly our team, who received a wonderful 100/100! It's also lovely to hear your special mention of Kai. I'll be sure to share your kind words with him and the wider team. In relation to your comments regarding smoking facilities, we do provide a designated smoking area located externally to the hotel, in keeping with our smoke-free indoor environment. Our reception team are always happy to direct guests to this area when required. Thank you again for choosing Mercure Sunshine Coast Kawana Waters. We appreciate your feedback and look forward to welcoming you and your husband back in the future. Warm regards, Penelope Nordheim General Manager

Dear Steve, Thank you for taking the time to share your feedback. I'm pleased to hear our team were pleasant and welcoming, although I'm genuinely disappointed that the condition of your room let down your experience. The number of maintenance issues you've highlighted is simply unacceptable, particularly the jammed bathroom door and wet carpet. I completely understand your frustration, and these are certainly not the standards we expect to deliver. We're currently undertaking a detailed review of our room maintenance and inspection processes, and I'll be following up with our Maintenance and Housekeeping teams on the specific concerns you've raised. Steve, I sincerely apologise that we fell so far short of expectations. Your feedback is appreciated and will help us prioritise the improvements needed across the hotel. Warm regards, Penelope Nordheim Acting General Manager

Dear Shane, Thank you for taking the time to share your experience with us. I'm genuinely sorry to hear that your stay in Room 103 was so disrupted by noise that you were unable to get a proper night's sleep. A comfortable, restful night is one of the most important things we should provide, and I'm disappointed that you left feeling exhausted rather than refreshed. The intermittent noise you've described, particularly the sound of something opening and closing, is certainly concerning. Thank you for identifying your room number, as this allows me to have our Maintenance team specifically investigate the air conditioning and ventilation system to identify the source of the noise. We're currently working through a number of guest room maintenance improvements, with a particular focus on issues affecting guest comfort and sleep quality. Your feedback will help us prioritise this room for attention. Shane, I completely understand your disappointment, and I'm sorry we let you down on something as fundamental as a good night's rest. Thank you again for bringing this to my attention. I hope we'll have the opportunity to welcome you back in the future and provide the peaceful, comfortable stay you should have experienced. Warm regards, Penelope Nordheim Acting General Manager

Dear Paula, What a wonderful review, thank you so much for the fantastic 90/100! I absolutely love hearing that you thought our hotel was the "Best Place"! It's so lovely to know you enjoyed your room and that our team made you feel genuinely welcomed and looked after, with nothing being too much trouble. And the best coffee ever? That's a pretty big compliment! I'll definitely be sharing that with our breakfast team, along with your lovely comments about the food and service. They'll be thrilled! It's feedback like yours that reminds us how much the little things matter in creating a memorable stay. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Paula. We can't wait to welcome you back for another wonderful stay and, of course, another great coffee! Warm regards, Penelope Nordheim Acting General Manager

Dear Kel, Thank you for taking the time to provide such thoughtful and detailed feedback, and more importantly, for your continued loyalty to Mercure Sunshine Coast Kawana Waters. It's always lovely to hear from our regular guests, particularly those who stay with us throughout the year for business. I'm pleased that your room was clean, well presented and comfortable during this visit. I'm disappointed, however, to hear that our breakfast offering continues to fall short of expectations. Your comments regarding the inconsistency in food quality, limited selection and lack of replenishment are concerning, particularly as you raised the empty buffet dishes with our team and they were still not replenished before you finished breakfast. This is certainly not the standard of service we should be delivering, and I apologise. I also appreciate your comparison with other Accor properties and your suggestion of reintroducing an à la carte breakfast option. It's valuable feedback, particularly coming from someone who regularly experiences different hotels and understands the standards expected across the brand. Since stepping into the Acting General Manager role, I've been working closely with our kitchen and restaurant teams to improve the consistency, presentation and overall quality of our Food & Beverage offering. Breakfast is one of the areas I've identified as needing attention, and your feedback reinforces the importance of getting both the food and service right. Your comments regarding value for money are equally important. Regardless of whether guests choose a buffet or à la carte option, they should feel they're receiving a quality breakfast that represents good value. I also appreciate your continued loyalty as an ALL member, and we certainly want to ensure the recognition and benefits you have come to expect remain part of your experience whenever you stay with us. Kel, thank you again for your ongoing support and for being so constructive with your feedback. Our regular guests are incredibly important to us, and I genuinely value the opportunity to hear where we're doing well and where we need to improve. I look forward to welcoming you back and hope you'll start to notice some positive changes in our breakfast offering over your coming visits. Warm regards, Penelope Nordheim Acting General Manager

Dear Narelle, Thank you for your lovely review and wonderful 90/100! It's such a pleasure to hear that you continue to enjoy staying with us during your travels. I especially love your description of our hotel having a boutique feel, as that smaller, more personal atmosphere is something we're very proud of. I'm also delighted to hear that our team consistently makes you feel welcome and that you find our rooms spacious, comfortable and clean. It's wonderful to know we're providing a reliable and enjoyable stopover whenever you're travelling through the Sunshine Coast. I'll be sure to share your kind words with our team, as they'll really appreciate knowing their efforts are making a difference. Thank you again for your continued support, Narelle. We look forward to welcoming you back on your next journey! Warm regards, Penelope Nordheim Acting General Manager

Dear Clare, Thank you for taking the time to share such detailed feedback about your recent stay. I'm pleased to hear you enjoyed our bar and dining area and that our reception team responded promptly when you needed assistance. I'm disappointed, however, that the cleanliness and presentation of your room let down what should have been a lovely night away. Dusty bedside furniture, black marks around the shower and a blanket delivered with visible stains are simply not the standards we expect. You shouldn't have needed to inspect or request replacements for items that should have been clean and ready for your arrival. While I'm glad our reception team acted quickly to replace the blanket, I appreciate that having to make a second request was an unnecessary inconvenience. We've recently commenced a more detailed spring-cleaning program across our guest rooms, with particular attention to bathrooms, furniture and those easily overlooked areas. I'm also working closely with our Housekeeping team to strengthen room inspections and ensure our linen presentation meets the standards our guests deserve. I particularly appreciate that you chose our hotel for a night away rather than out of necessity or convenience. We want our guests to enjoy a relaxing experience, regardless of their reason for visiting, and I'm sorry we missed some of those important details during your stay. Thank you again for your balanced feedback, Clare. I'm pleased there were some positive aspects to your visit, and I hope we'll have the opportunity to welcome you back for a much more polished and enjoyable experience next time. Warm regards, Penelope Nordheim Acting General Manager

Dear Lydia, Thank you for taking the time to share such detailed feedback following your recent 10-night stay with us. I'm pleased to hear you found your room comfortable and our location convenient, but I'm disappointed that several aspects of your experience fell short, particularly over such an extended stay. I completely understand your frustration regarding breakfast. While a consistent offering can work well for guests staying one or two nights, eating the same selection every morning for 10 days would certainly become repetitive. Your comments about limited restaurant seating are also appreciated, and I'll be sharing both concerns with our Food & Beverage team as we review our breakfast offering and service arrangements. I also appreciate your feedback regarding parking availability when functions are taking place. Balancing the needs of our hotel guests and event attendees can be challenging during busy periods, but we need to ensure our resident guests are considered and that parking arrangements are communicated clearly. Regarding room service, I understand that our limited operating hours may not have suited your needs, particularly during a longer stay. This is valuable feedback as we look at how we can improve the dining experience for our guests. I'm especially sorry to hear that you needed to request your room be cleaned. Regardless of the length of stay, our Housekeeping service should be consistent and reliable, and you shouldn't have to follow up to receive the service expected. Since stepping into the Acting General Manager role, I've been working closely with our teams to improve our operational standards, with particular attention to Housekeeping, guest room presentation and Food & Beverage service. Your feedback highlights several areas where we still have work to do. Lydia, I genuinely appreciate you choosing to spend 10 nights with us and taking the time to explain where we could have done better. While I'm pleased there were some positives, I'm sorry we didn't deliver the consistent and enjoyable experience you deserved throughout your stay. Thank you again, and I hope we'll have the opportunity to welcome you back and demonstrate some meaningful improvements in the future. Warm regards, Penelope Nordheim Acting General Manager

Dear Julie, Thank you for taking the time to share your feedback with us. I'm pleased to hear our location suited your needs and that you enjoyed a comfortable night's sleep. It's also lovely to know you found your room clean. I do, however, appreciate your comments regarding the overall presentation of the hotel. While cleanliness is important, I completely agree that the condition and appearance of our rooms should also reflect the standards guests expect from the Mercure brand. Since stepping into the Acting General Manager role, I've been working closely with our team on a room refresh and spring-cleaning program, with a particular focus on improving presentation, addressing maintenance concerns and giving our rooms some much-needed attention. These improvements will take time, but uplifting our hotel product and guest experience is a priority, and feedback like yours reinforces why this work is so important. Thank you again for your balanced feedback, Julie. We appreciate you choosing Mercure Sunshine Coast Kawana Waters and hope to welcome you back for a noticeably improved experience in the future. Warm regards, Penelope Nordheim Acting General Manager

Dear Mark, Thank you for taking the time to provide further details about your recent stays and, importantly, for continuing to choose Mercure Sunshine Coast Kawana Waters. I'm genuinely sorry that your experiences on 8, 9 and 16 October didn't meet the standards you've come to expect from us. It's particularly disappointing to hear this from a returning guest who has previously enjoyed staying at our hotel. I completely understand your frustration regarding the electric vehicle charging spaces being occupied by non-electric vehicles. These spaces are intended for guests needing to charge their cars, and our reception team should have taken your concerns seriously and made an effort to assist. I'm sorry you were left having to find an alternative charging location. I'm equally disappointed by the maintenance issues you encountered. Water escaping the shower and pooling across the bathroom floor, along with a refrigerator that wasn't functioning properly, are certainly not the standard of room presentation we should be providing. We're currently working through a guest room maintenance and improvement program, with particular attention to shower drainage, bathroom presentation and ensuring room facilities are fully operational before guests arrive. Your feedback reinforces the importance of these checks. I'm also sorry that reception was unattended when you checked out, leaving you unable to raise these concerns directly with our team. We always want our guests to have the opportunity to discuss their experience before departing, particularly when something hasn't gone right. I appreciate your comments regarding the value of your stay and your expectation of a refund. Given the issues you've described across multiple visits, I would welcome the opportunity to review your reservations and the concerns raised to determine an appropriate resolution. Mark, I genuinely appreciate your continued support, and I'm sorry that we've let you down on more than one occasion. As Acting General Manager, I'm focused on improving our hotel standards, strengthening accountability and ensuring our guests receive the experience they're paying for. Thank you again for bringing these matters to my attention. I hope we can restore your confidence in our hotel and provide you with a much better experience in the future. Warm regards, Penelope Nordheim Acting General Manager

Dear Kyle, Thank you for your lovely feedback and for rating your stay 80/100! I'm so pleased to hear that our team made you and your family feel welcome and went out of their way to assist with your requests. That's exactly the kind of genuine hospitality we want our guests to experience, and I'll be sure to share your kind words with the team. I also appreciate your comments about the limited dining options nearby. While our location is convenient for many of our guests, I understand that having more restaurants within easy reach would make things easier, particularly when travelling as a family. We hope you had the opportunity to enjoy our Wildflower Restaurant during your stay, and our reception team is always happy to help with suggestions for other dining options in the area. Thank you again for choosing Mercure Sunshine Coast Kawana Waters, Kyle. We hope to welcome you and your family back again soon! Warm regards, Penelope Nordheim Acting General Manager