酒店回复: Dear Valued Guest,Thank you very much for sharing your thoughtful feedback following your stay at Mercure Bukhara Old Town.We are pleased to know that you appreciated our central location, with many attractions within walking distance, as well as the overall design of the hotel and the variety offered at breakfast. It is rewarding to see that these elements contributed positively to your experience.We also value your candid comment regarding pricing. We continuously review our positioning to ensure that the quality of facilities, service standards, and overall guest experience provide strong value. Your perspective helps us remain attentive and competitive.Thank you for recommending us. We truly hope to have the pleasure of welcoming you again on your next visit.Warm regards,Miragha J.S.Property Manager

酒店回复: Dear Valued Guest,Thank you for taking the time to share such detailed feedback following your stay at Mercure Bukhara Old Town. While we sincerely appreciate your recognition of our team’s friendliness, we are deeply concerned by the operational shortcomings you described.Please allow me to address your points directly.Regarding the room type allocation, this clearly should not have occurred. Accuracy in reservation handling is a fundamental standard, and offering an alternative without properly resolving the original booking discrepancy does not reflect the level of professionalism we expect from ourselves.Concerning soundproofing, your comments have been escalated for technical review. While architectural design follows brand specifications, guest comfort remains a non-negotiable priority, and we will reassess mitigation measures where feasible.The breakfast miscommunication and the need for you to proactively verify details represent a breakdown in internal coordination. This indicates a gap in information flow between departments, which is currently being reviewed to ensure clarity and accountability.The temporary power interruption you experienced was the result of an external supply issue; however, the duration you mentioned is unacceptable. Backup systems are in place precisely to prevent disruption, and we are re-evaluating response protocols to strengthen operational resilience.Inconsistent hot water and delayed housekeeping service are equally concerning. Both are core elements of the guest experience and should function seamlessly. Immediate corrective follow-up with the engineering and housekeeping teams has been initiated to prevent recurrence.Your candid feedback highlights areas where management oversight must be sharper and execution more disciplined. We take this seriously. Structural brand alignment is only meaningful when daily operations reflect the same standard.Should you consider giving us another opportunity in the future, I would personally ensure your stay is handled with the attention and precision it deserves.Warm regards,Miragha J.S.Property Manager

酒店回复: Dear Valued Guest,Thank you for taking the time to share your feedback. While we regret that your experience did not align with your expectations, we would like to clarify several points to ensure transparency.Breakfast at Mercure hotels is delivered in accordance with established brand standards and operates as an open buffet. The assortment is structured to provide a balanced and sufficient selection daily. In addition, selected hot dishes, including soups, are rotated to introduce variation. We also wish to emphasize that respect toward fellow guests is a core principle of Accor, and we maintain a zero-tolerance approach toward any form of disrespectful language within our property.Complimentary lemonade and dry fruits are available for all guests in the lobby area on a self-service basis. For elderly guests and those requiring accessibility support, our team proactively provides personalized assistance. Our intention is to ensure comfort while maintaining an equitable service model for everyone.The architectural design, including window dimensions, reflects the historical heritage of Bukhara. Smaller windows are traditionally incorporated to minimize heat exposure and preserve the authenticity of the Old Town aesthetic. According to our internal review, no request regarding the window size was communicated during your stay; otherwise, our team would have explored alternative room options, subject to availability.Regarding the shower temperature, our engineering team continuously monitors water systems to ensure stability. Had this been reported during your stay, we would have immediately dispatched technical support to resolve the matter.In line with our sustainability commitments, we use wooden hangers instead of plastic. These are intended exclusively for garment storage, not for drying wet clothing. For delicate or freshly washed items, we strongly recommend utilizing our professional laundry service to prevent potential fabric damage.We remain committed to continuous improvement and to delivering a hospitality experience aligned with international standards. Should you reconsider staying with us in the future, we would welcome the opportunity to restore your confidence.Regards,Miragha J.S., Property Manager.

酒店回复: Dear Valued Guest,Thank you for your wonderful feedback. We are delighted to know that you appreciated our prime location in the heart of Bukhara Old Town, allowing convenient walking access to the city’s main attractions. It is equally rewarding to hear that you found the room comfortable and enjoyed the distinctive design of our courtyard.Your kind recognition of our team’s professionalism and warm hospitality truly means a great deal to us. We are also pleased that both breakfast and dinner met your expectations and that you found strong value in your overall stay experience.We sincerely look forward to welcoming you back for another memorable visit.Regards, Miragha J.S. Property Manager.

酒店回复: Dear Valued Guest,Thank you for taking the time to share your balanced and candid feedback. We appreciate your recognition of our convenient Old Town location, cleanliness standards, and the variety offered at breakfast, as these are core pillars of our value proposition.That said, we note your concerns regarding room size and perceived value for money. As a heritage-area property, our room layouts are thoughtfully designed to align with Old Town architectural constraints while prioritizing comfort and functionality. Nevertheless, your comments are duly acknowledged and will be factored into our ongoing product optimization and pricing strategy reviews.We also appreciate you highlighting the indoor swimming pool on the ground floor, which remains a key amenity for guests seeking relaxation after exploring the city.Your insights help us challenge assumptions and refine our guest experience roadmap. We hope to have the opportunity to welcome you again and deliver a stay that exceeds expectations on every touchpoint.With regards,Miragha J.S.Property Manager

酒店回复: 尊敬的宾客： 感谢您对我们酒店住宿体验如此热情周到的评价。我们很高兴听到您对酒店优美的室内装潢、餐厅的菜肴以及水疗中心、泳池和土耳其浴室的放松体验赞不绝口。特别感谢您对我们酒店团队友好服务的高度评价。 同时，我们也诚挚地感谢您就淋浴间地板冰凉和缺少加热毛巾架提出的宝贵意见。我们一定会认真考虑这些问题，并进一步改进，为宾客提供更舒适的入住体验。 我们期待您的再次光临，并给您留下更美好的印象。 此致， Miragha J.S. 物业经理

酒店回复: Dear Valued Guest,Thank you for your detailed and heartwarming feedback.We’re delighted to hear that you enjoyed the spacious, clean, and well-maintained room, and we truly appreciate your kind words about our staff. It’s wonderful to know that our team was able to accommodate your request and create an extra-comfortable bed setup for you — your comfort is always our priority.We're also glad you appreciated the artistic atmosphere of the hotel, the thoughtful touches like snacks and water in the lobby, and our complimentary wellness facilities including the indoor pool, Turkish bath, and sauna.It’s great to hear that you found our location convenient for exploring the Old City, and that our breakfast left a positive impression. Thank you once again for your kind words — we would be thrilled to welcome you back to Mercure Bukhara Old Town in the near future.Warm regards,Miragha J.S.Property Manager

酒店回复: Dear Valued Guest,Thank you very much for your kind review and thoughtful feedback. We’re delighted to hear that you enjoyed our relaxing pool and sauna, as well as the convenient location near the Old City.It’s wonderful to know that you appreciated our restaurant and found it to offer great value and quality across all meals. Your kind words truly motivate our team to continue providing the best possible experience for every guest.We look forward to welcoming you back soon for another pleasant stay.Warm regards,Miragha J.S.Property ManagerMercure Bukhara Old Town

酒店回复: 尊敬的Lana女士： 非常感谢您友好的评价以及抽出时间分享您的入住体验。我们非常高兴您入住愉快，尤其欣赏我们酒店的设计和泳池——很高兴它给您留下了如此难忘的印象。 我们也记录了您对房价的反馈。请放心，我们会将您的反馈与我们的管理团队分享，以便日后参考。 我们真诚地希望很快再次欢迎您入住，享受再次愉快轻松的住宿体验。 此致， 酒店管理层

酒店回复: 尊敬的 Angela 和 José Luiz： 感谢您的好评和推荐我们酒店——这对我们团队来说意义非凡。请允许我澄清一下，浴帽、护发素、润肤露等设施可随时应要求提供。 我们期待未来再次欢迎您光临布哈拉！ 此致， Mikhail Chesnokov 客房部经理