Dear Mr.F., Thank you for taking the time to share your feedback with us. Please accept our sincere apologies that your experience did not meet the standards we aim to provide. Regarding the parking, we are sorry for any misunderstanding. We do clearly state on our website and booking platforms that parking is not available at the hotel. We appreciate, however, that this may not have been clear enough at the time of your booking, and we will review how this information is presented to ensure it is as visible as possible. We are also sorry to hear your comments regarding the condition of the entrance seating, ceiling, and lifts, as well as your experience with our reception team. We have recently had to deal with flooding at the property, which has unfortunately affected some areas of the hotel and contributed to the condition you experienced. We would like to reassure you that we are currently working on a refurbishment programme, which includes improvements to the lobby area, ceiling and seating. We are also addressing the cleanliness and presentation of the lifts and other affected areas as part of our ongoing maintenance programme. We are particularly disappointed to hear that you did not find our reception team as friendly or apologetic as they should have been. This is not the level of service we expect from our team, and your comments will be shared with the relevant departments. We genuinely appreciate your feedback, as it helps us identify the areas where improvements are needed. We hope that, following the refurbishment and improvements currently underway, we will have the opportunity to provide you with a much better experience in the future. Kind regards, The Mercure Team

Dear Jaya,Thank you for your feedback. We’re glad you liked the area, and we’re sorry to hear that parking and safety were concerns during your visit. We appreciate you sharing this with us and will take your comments into consideration as we look for ways to improve the experience. Kind regards Terry Lock Night Manager

Dear Andromeda, Thank you for your lovely review. We’re delighted to hear that you enjoyed your two-night stay, found the hotel clean and well presented, and had a pleasant experience in our restaurant. We’re also pleased that you enjoyed breakfast. We really appreciate your kind feedback and hope to welcome you back again soon! Kind regards Terry Lock Night Manager

Dear Sian, Thank you for your feedback. We’re sorry to hear you had trouble finding your way to the hotel from the car park. We completely understand how frustrating that can be, and your suggestion about clearer signage and providing directions on the website is very helpful. We’ll pass this feedback on to the relevant team so we can look at making the arrival experience clearer for future guests. Thank you again for taking the time to let us know. Kind regards Terry lock Night Manager

Dear Stuart, Thank you so much for your wonderful review! We’re delighted to hear you enjoyed your Junior Suite and those amazing views from Level 13. It’s great to know you found our location convenient, and we appreciate your understanding regarding the nearby town car park. We’re thrilled that you’d recommend us and look forward to welcoming you back again soon! Kind regards Terry lock Night Manager

Dear Joe, Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed our convenient location, comfortable and stylish surroundings, and your dining experience with us. Congratulations on being our Visitor of the Day and receiving an upgrade—we’re so pleased we could make your stay extra special. We hope to welcome you back again soon! Kind regards Terry lock Night Manager

Dear Isabel, Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed your week with us and that the breakfast, cleanliness, and kindness of our staff made your stay comfortable. It was a pleasure having you with us, and we truly appreciate your recommendation. We wish you all the best in your new accommodation and hope to welcome you back again in the future! Kind regards Terry lock Night Manager

Dear Karen, Thank you for taking the time to share your feedback. We’re delighted to hear that you found the hotel comfortable and our staff polite and friendly. We’re pleased that you enjoyed the selection at breakfast, although we’re sorry that some of the hot food was not served at the appropriate temperature. We’ll share your comments with our breakfast team to help ensure the food is regularly monitored and replenished. We hope to have the pleasure of welcoming you back for an even better stay. Kind regards Terry lock Night Manager

Dear Britta,Thank you for your kind review! We’re delighted to hear that you had a pleasant stay and found everything clean, courteous, and convenient. We appreciate your feedback regarding the air conditioning and windows, and we’ll certainly keep it in mind. We’re especially happy to hear that our Housekeeping lady was so helpful. We hope to welcome you back again soon! kind regards Terry lock Night Manager

Dear Adrian, Thank you so much for your kind review! We’re delighted to hear you enjoyed the room and found our staff helpful. We really appreciate your feedback and hope to welcome you back again soon! kind regards Terry lock Night Manager

Dear Sarah S., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Thanking You, Trevor Fernandes Front Office Manager

Dear Jeffrey C., Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our staff brilliant and that you were impressed with our accessible facilities. It is particularly pleasing to know that you found the accessible washroom superb. Thank you again for your kind words about the team and for sharing your constructive feedback. We hope to have the pleasure of welcoming you back to Mercure Newport in the future. Thank you, Thanking You, Trevor Fernandes Front Office Manager

Dear Lucas M. M. V., Thank you for taking the time to share your detailed feedback with us. Please accept our sincere apologies for the difficulties you experienced during your stay. We are particularly sorry about the repeated alarm disruption in your room over three consecutive nights. We fully appreciate how seriously this would have affected your sleep and overall experience. This is certainly not what we want our guests to experience, and we understand how frustrating it must have been to have your rest disturbed repeatedly. We are also sorry to hear about the problems with your keycard. We appreciate your patience while our team attempted to assist you, and we will ensure that this feedback is shared with the relevant team for review. Regarding the Wi-Fi, we apologise that the hotel internet connection was not available during your stay. We understand how important reliable internet access can be, particularly when staying for several nights, and we regret the inconvenience this caused. We sincerely apologise that these combined issues had such a negative impact on your stay. Your feedback has been noted and will be shared with the relevant departments and management team so that the issues can be reviewed and addressed. Thank you again for bringing these matters to our attention. Thanking You, Trevor Fernandes Front Office Manager

Dear Mr J., Thank you for taking the time to share your feedback with us. First and foremost, we sincerely apologise for the disruption caused by the fire alarm during your stay. We completely understand how frustrating and unsettling it must have been to be woken at approximately 1:00am and required to leave the hotel. However, I would like to reassure you that the evacuation was carried out in accordance with our fire safety procedures. The safety and wellbeing of our guests and team members must always be our highest priority, and whenever an alarm is activated, we are required to follow the appropriate procedures and evacuate the building until the Fire Service has confirmed that it is safe to return. We fully appreciate that having to stand outside during the night is extremely inconvenient, and we are sorry for the impact this had on your stay. We also understand your concerns given that you experienced a similar incident previously. Please be assured that repeated alarms are taken seriously, and we continue to work closely with the relevant teams to investigate and address any issues with the fire alarm system. We appreciate your feedback and understand your disappointment. We hope you will accept our sincere apologies for the disruption and inconvenience caused. Kind regards, The Mercure Team

Dear David N., Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you found your Junior Suite clean and enjoyed the views from the 15th floor. However, we are very sorry to hear about the issues you experienced during your stay. Please accept our apologies regarding the shower drainage and the water leaking into the rest of the bathroom. This is certainly not the standard we expect, and we will share your comments with our Maintenance team so that the drainage can be inspected and the issue addressed. We are particularly sorry that the fire alarm activation at around 1:00am disrupted your night. We fully appreciate how difficult and stressful it must have been to wake your child, carry them down the stairs from the 15th floor and then remain outside for approximately an hour. We understand that this would have had a significant impact on what should have been a comfortable overnight stay. Fire alarms must always be investigated to ensure the safety of everyone in the hotel, but we sincerely apologise for the inconvenience and disruption caused to you and your family. Your feedback regarding the incident will be shared with the relevant management team for review. Thank you again for bringing these matters to our attention. We hope to have the opportunity to welcome you and your family back and provide you with a much more comfortable and peaceful stay. Thank you, Trevor Fernandes Front Office Manager.

Dear Steve K., Thank you for taking the time to share your feedback with us. We are very sorry that the repeated fire alarm activations disrupted your stay, particularly as they occurred just as you had settled down to sleep. We fully understand how frustrating and unsettling this must have been. While fire alarms must always be investigated as a matter of guest safety, we appreciate that this does not lessen the inconvenience caused to you. We are also sorry to hear that your conversation with our reception team left you feeling that your concerns were not taken seriously. Please be assured that, at the time, the team's first priority was to ensure the safety of all our guests and staff, particularly while the alarm was being investigated. However, we recognise the importance of also providing reassurance and showing understanding to guests during such incidents. We also apologise for the unpleasant smell you experienced in the breakfast area. We will raise this with our Food & Beverage and Maintenance teams so that the cause can be investigated and addressed. Thank you again for bringing these matters to our attention. Your feedback is important to us, and we hope you will give us another opportunity to provide you with the comfortable and undisturbed stay you should expect. Thank you, Trevor Fernandes Front Office Manager

Dear Roger A., Thank you for your lovely feedback. We are delighted to hear that everything was excellent during your stay. We appreciate your comment regarding the breakfast options. Please be assured that we do offer scrambled eggs upon request. We would have been more than happy to prepare these for you had you requested them from a member of our breakfast team. We hope to have the pleasure of welcoming you back to Mercure Newport again soon. Kind regards, Trevor Fernandes Front Office Manager

Dear Peter R., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Thanking You, Trevor Fernandes Front Office Manager

Dear Brett C., Thank you for taking the time to share your feedback. We are pleased to hear that you found our central location convenient and enjoyed the fantastic views from the upper floors. We are sorry to hear about the cleanliness of the windows and appreciate you bringing this to our attention. We will share your comments with our relevant team for review. Regarding the teaspoon, we would have been very happy to provide one had this been requested during your stay, so please do not hesitate to contact our reception team with any such requests. We sincerely apologise for the disruption caused by the fire alarm during the night. The alarm was triggered from an area that required our team to investigate fully. For safety reasons, we are unable to silence the alarm until the source has been investigated and it has been confirmed that there is no ongoing risk. We appreciate that being outside for over an hour, particularly at 1am, was far from ideal, and we are sorry for the inconvenience and disruption caused. We hope to have the opportunity to welcome you back to Mercure Newport and provide you with a more enjoyable experience. Thanking You, Trevor Fernandes Front Office Manager