Mercure Nottingham City Centre George Hotel

Dear Ms. S., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Here at Mercure Nottingham, I usually pride myself on the friendly service provided across all departments. Clearly we fell short of this, namely at breakfast. This will certainly be investigated and dealt with as I do not wish for a repeat occurrence and I thank you for bringing this to my attention so I can address it. I apologize again for this being your experience. I further apologize for the poor housekeeping standards in your room. I once again thank you for bringing this to my attention and this will be addressed by the individual that serviced your room and training will be put into place to ensure they meet the required standards going forward. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. Ms. S., thank you for providing me with this feedback which will prove to be most helpful in me being able to address the issues and raise our customer service standards and offering. It is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler General Manager

Dear Tracy & Lee, Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. I am sorry you found the Standard King room smaller than you expected. The Standard King is still classed as one of our smaller room grades with our Privilege rooms and Suites being our larger room types which I highly recommend should plenty of space be either required or desired. I am also very sorry to hear you found the quality of our bedding to be poor. This is the first I have received such feedback and will certainly have this looked into to see how we failed during your own experience. I apologize further for the issue experienced with the AC / Heating during your stay. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler General Manager

Dear Mr. C., We very much appreciate your comments regarding your stay at the Mercure Nottingham City Centre George Hotel. It is always a pleasure to receive guest feedback. I will share your comments with our team. I am sorry to hear that your stay was only adequate but we will certainly continue in our efforts to reach being able to provide a more enjoyable experience to our guests. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Kindest regards Chris Butler General Manager

Dear Ms. w., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. I am extremely disappointed to hear of the less than impressive breakfast service that you received. This is concerning and will be dealt with to ensure this does not happen again. I am sorry you did not experience our usual friendly service during your breakfast. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler General Manager

Dear Ms. D., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. I am sharing your feedback with the company we employ to service all of our rooms and public areas and in turn with them shall be looking into the training / retraining required to ensure the necessary improvements are made. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler General Manager

Dear Ms. H., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest regards Chris Butler General Manager

Dear Mrs s., Thank you so very much for taking the time to provide us with your feedback and the completed questionnaire. It really is a pleasure to receive such positive feedback and scores like yours. Your scores also assist us in being able to see which areas should be concentrated on due to there clearly being room for improvement. If you have a moment we would be extremely grateful and thankful if you could share your feedback on our TripAdvisor page so the TripAdvisor community can also see your comments. Leaving a review here really does help us as a hotel and indeed possible future guests who are thinking about staying with us. The link to click to do so is: http://www.tripadvisor.co.uk/Hotel_Review-g186356-d189742-Reviews-Mercure_Nottingham_City_Centre_Hotel-Nottingham_Nottinghamshire_England.html I will also share your comments with my team. I have no doubt that your comments and suggestions provided in your questionnaire will serve as an encouragement to all of the team as we all strive to continuously improve the quality of our service. Thank you once again for sharing your experience Mrs s. and for having chosen to stay with us. I genuinely hope your next stay with us or indeed with any other Mercure Hotel / Accor hotel will be as pleasant as the previous one. With kindest regards Chris Butler General Manager

Dear Mr W., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that you found the bedroom small. You have booked a Standard King bedroom for your stay, however I am sorry that we were not able to upgrade you. Upgrades are subjected to availability on the day of arrival, however this was unfortunately not available. I am also sorry that you found the bedroom noisy. As we are located in the very heart of Nottingham City center we are surrounded with bars and restaurants from all sides. However our reception team is available 24 hours and would have been more than delighted to see if an alternative bedroom would be available for your stay. I hope we will have the opportunity to welcome you back with us in the future where we can show you nothing but our very best. Sincerely, Sabrin Daoud Operations Manager

Dear Jenny , We very much appreciate your comments regarding your stay at the Mercure Nottingham City Centre George Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. I am very sorry that housekeeping did not place the soap in the bedroom. For this I can only apologize, however I am glad that this was rectified. Thank you again for sharing your experience Jenny, and we hope your next visit will be as pleasant as the previous one. Sincerely, Sabrin Daoud Operations Manager

Dear Ms. w., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. I am very sorry that you were disturbed by the external noise. As we are located in the very heart of Nottingham City Centre some noise is to be expected from all sides. I am also sorry that we fell short from our usually high standards of service. I will personally speak with the team to ensure this does not happen again in the future. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest Regards Sabrin Daoud Operations Manager

Dear Ms B., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We do not advertise to have our own car parking however we do provide discounted rate for 2 nearby car parks. I am sorry if this was not clear on the website. I also apologize from falling short from our usually high standards of housekeeping, I will personally speak with the housekeeping manager to ensure this does not happen again in the future. We appreciate your sharing your concerns Ms B., and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Sabrin Daoud Operations Manager

Dear Ms M., Thank you so very much for taking the time to provide us with your feedback and the completed questionnaire. It really is a pleasure to receive such positive feedback and scores like yours. Your scores also assist us in being able to see which areas should be concentrated on due to there clearly being room for improvement. If you have a moment we would be extremely grateful and thankful if you could share your feedback on our TripAdvisor page so the TripAdvisor community can also see your comments. Leaving a review here really does help us as a hotel and indeed possible future guests who are thinking about staying with us. The link to click to do so is: http://www.tripadvisor.co.uk/Hotel_Review-g186356-d189742-Reviews-Mercure_Nottingham_City_Centre_Hotel-Nottingham_Nottinghamshire_England.html I will also share your comments with my team. I have no doubt that your comments and suggestions provided in your questionnaire will serve as an encouragement to all of the team as we all strive to continuously improve the quality of our service. Thank you once again for sharing your experience Ms M. and for having chosen to stay with us. I genuinely hope your next stay with us or indeed with any other Mercure Hotel / Accor hotel will be as pleasant as the previous one. With kindest regards Chris Butler General Manager

Dear Mr S., Thank you so much for taking your time to leave a review for us. I am very sorry that you were disturbed by the fire alarm during your stay. Unfortunately this was set off by another guest in the hotel and I do apologize on their behalf. I hope you enjoyed the remainder of your stay with us and I hope we will have the opportunity to welcome you back with us in the future. Kindest Regards Sabrin Daoud Operations Manager

Dear Lorraine, Thank you for taking your time to fill out the survery for us. I have looked into the bedroom reservation that was made for you. The bedroom was booked on a pay on arrival rate, where the guest would need to settle the accommodation on arrival. It is in the terms and conditions of the booking that should a bedroom be paid by a 3rd party who is not present at the time of the check in an authorization form would need to be filled in in advance. I am sorry that this information was missed upon making the bedroom reservation, however I am delighted that reception has managed to help with the bedroom booking. I am sorry that we fell short from our usually high housekeeping standards. I will personally speak with the housekeeping manager to ensure that this does not happen again in the future. Should any guest experience problems with the bedroom provided our team is available 24 hours and would have been more than delighted to assist looking at alternative bedroom for their stay. I hope we will have the opportunity to welcome you back with us again in the future where we can show you nothing but our very best. Sincerely, Sabrin Daoud Operations Manager

Dear Ms R., Thank you for taking the time to tell us about your experience at the Mercure Nottingham City Centre George Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns Ms R., and it is our hope that you will give us the opportunity to better serve you in the near future. Kindest Regards, Sabrin Daoud Operations Manager