Hotel Grand Mercure On Renmin Square

Dear Mr. Jung, Thank you for providing us with the gift of feedback. We are very sorry that the recent stay didn't meet your expectation, and we pay high attention to all your comments. Reason of having deposit upon check-in, which is also a common practice in all China hotels, is for guests' convenience. Your room charge had been pre-paid before your arrival, and with deposit, all your other expenses such as F&B expense, laundry expense, minibar expense etc, could be conveniently charged to room and settled upon check-out. And the unused amount would be released at the same time. Routine maintenance is one of our key areas and we will definitely continue our efforts in this aspect. I've also shared your comment on the ice container with our Director of F&B for attention and action. Mr. Jung, your recent stay was definitely not what we would like to portray ourselves regarding service and not up to Grand Mercure standard. It is still our sincere wish that we would have the opportunity to serve you again in the future. Yours sincerely, Rudy Rodas General Manager