Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent trip with friends and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your strong 90/100 overall rating and your 9/10 recommendation of our brand. Your excellent scores are truly impressive: 100/100 for arrival, accommodation, cleanliness, our team, check-out, WiFi, and sustainability 90/100 for booking and breakfast selection Celebrating Your Words Your review – "All staff are friendly and helpful. Everything is brand new. Very comfortable mattress and pillows. Good sized room" – brings immense joy to our entire team. We are especially pleased that you enjoyed "Great live band at the rooftop. Great buffet spread." A Special Thank You for Recognizing Our Team We are deeply touched by your response "All" when asked which team member contributed to your satisfaction. This is the highest compliment our entire team could receive. We will share your appreciation with everyone. Regarding Your Feedback – Room Musty Smell We have carefully noted your comment: "The room smelled musty when entering as the aircon automatically switches off. Perhaps the carpet needs a quick wash & dry vacuum, and scented frequently." We sincerely apologize for this. Your feedback has been shared with our Housekeeping and Engineering teams for immediate review: Carpet deep cleaning and vacuuming Air conditioning settings to prevent musty odors Frequent scenting of rooms We appreciate your constructive suggestion. Our Gratitude It was our genuine pleasure to host you and your friends. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are delighted to receive your perfect overall rating and your recommendation of our brand. Celebrating Your Words Your review title – "Exceptional check in experience" – and your beautiful words – "The check in process is smooth and the staff handling it spoke well and professionally. Very efficient and international level of check-in experience" – bring immense joy to our team. A Special Thank You for Recognizing Our Team Member We are deeply touched by your special mention of "The lady at the check in counter on 25 Sept 26. Exceptional service standard in term of efficiency, expression and communication." Even without her name, we will share your appreciation with our entire Front Desk team. Knowing that she delivered an exceptional service standard is the greatest motivation for our team. Regarding Your Feedback We have carefully noted your comments: Cleanliness – Toilet Moldy Smell: We sincerely apologize that the toilet had a moldy smell. Your feedback has been shared with our Executive Housekeeper for immediate investigation and resolution. Breakfast Selection – Grill Station: You noted that the staff at the grill station could be more proactive, as you were directed to pre-cooked items instead of freshly grilled options. You made an excellent point: "If that is the case, there seems to be little point in having a grill station." We sincerely apologize for this. Your feedback has been shared with our Executive Chef and Food & Beverage team for immediate review and retraining of the grill station team. Accommodation and Our Team : Your feedback has been shared with the respective teams for continuous improvement. Loyalty Programme Recommendation: Thank you for your strong endorsement. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with an even more satisfying experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre once again for your recent trip with friends and for taking the time to share such a wonderful review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless rating across every single category – from booking and arrival to accommodation, cleanliness, breakfast, our team, check-out, WiFi, sustainability, member recognition, sustainable food initiatives, plastic reduction, concierge, gym, pool, and kids services. Your perfect recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review title – "Everything great" – and your beautiful words – "Nothing much, excellence choice I made always in these hotel" and "Best Hotel in Batam" – bring immense joy to our entire team. Knowing that we are always your choice is the greatest reward we could ever receive. A Special Thank You for Recognizing Bibiana We are deeply touched by your special mention of Bibiana from our Front Office team, noting that she "recognised her guests very well, friendly" and is "very approachable." We will personally share your appreciation with Bibiana, our Front Office team, and the breakfast room team. Knowing that their service made your stay excellent is the greatest motivation for our team. Our Gratitude It was our genuine pleasure to host you and your friends. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre for another excellent stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent trip with friends and for taking the time to share your feedback with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are delighted to receive your perfect 100/100 overall rating and your recommendation of our brand. Your review title – "Nice rooms, nice breakfast, and Level 3 roof top bar have very good food and Negroni's" – brings great joy to our team. We are especially pleased that you enjoyed our rooftop bar and its Negroni – a wonderful complement to our bar team! You noted that the Accor app "wasn't the best to use as only offered twin room" and that you had to call the hotel to arrange the upgrade to an executive/double bed. We sincerely apologize for the inconvenience this caused. Please allow us to explain: When a specific room type (such as a King Bed) is shown as an option during booking, it means that room type is available for selection. However, if the King Bed option does not appear or is unavailable at the time of booking, it indicates that the King Bedroom type is not available on that date – typically due to high occupancy or prior bookings. In your case, the app only offered a Twin Room, which meant the King Bed or Executive room type was not available for online booking at that moment. We understand that this required you to call the hotel to arrange an upgrade, and we appreciate your patience in doing so. We are glad that our team was able to assist you with the upgrade. Your feedback has been shared with our Reservations and technical teams to review the app's display and availability communication to make the booking experience smoother for our members. Our Gratitude It was our genuine pleasure to host you and your friends. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent stay and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are delighted to receive your strong 90/100 overall rating and your perfect 10/10 recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: 100/100 for booking, arrival, accommodation, and our team 90/100 for cleanliness and check-out 80/100 for breakfast selection and sustainability Celebrating Your Words Your review – "Great Experience" and "Comfortable in relaxation" – brings great joy to our team. We are pleased that you found your stay comfortable and relaxing. A Special Thank You for Recognizing Our Security Team We are deeply touched by your special mention of our Security Staff, noting that they were "very helpful, knowledgeable and comforting" and awarding them 🎖️🎖️🎖️🎖️🎖️! We will personally share your appreciation with our entire security team. Knowing that their service made such a meaningful impact on your stay is the greatest motivation for them. Regarding Your Feedback We have carefully noted your comments: Accessibilityand Amenities : Your feedback has been shared with our management team for review and consideration. Small Convenience Stall: You suggested that we should have a small convenience stall. We appreciate this suggestion and have shared it with our management team for consideration. Room Service – Nasi Goreng Kampung: You noted that the Nasi Goreng Kampung was "not appetising, nothing special, taste not up to hotel standard, presentation needs to improve." We sincerely apologize for this disappointing experience. Your feedback has been shared with our Executive Chef and Food & Beverage team for immediate review and improvement of our room service menu and presentation. Breakfast and Sustainability : Your feedback has been shared with our Culinary and Green teams for continuous improvement. Cleanliness : Your feedback has been shared with our Housekeeping team. Our Gratitude It was our genuine pleasure to host you. We are honored by your trust and your positive endorsement. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with an even more satisfying experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent business trip and for taking the time to share such a heartwarming review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from booking and arrival to accommodation, cleanliness, breakfast, our team, check-out, WiFi, and sustainability. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review – "feels like home away from home everytime with warm welcome from vivi and riska, Chefs during the breakfast period" – brings immense joy to our entire team. Knowing that we have become your home away from home is the greatest reward we could ever receive. A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of: Vivi and Riska for their warm welcome Our Chefs and the breakfast team for their service during breakfast We will personally share your appreciation with each of them. Knowing that their warmth and service make every stay feel like home for you is the greatest motivation for our team. Regarding Your Feedback We have noted your suggestion to "provide with a disposable comb." Thank you for this feedback. We have shared it with our Housekeeping team for consideration in our in-room amenities. Our Gratitude It was our genuine pleasure to host you during your business trip. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you back to Grand Mercure Batam Centre – your home away from home. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your wonderful feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from booking and arrival to accommodation, cleanliness, our team, check-out, WiFi, and sustainability. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review title – "Well equipped" – and your words – "Nice and comfy" – bring immense joy to our entire team. Knowing that you found your stay nice and comfortable, and our hotel well-equipped, is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for another perfect and comfortable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are delighted to receive your overall rating and your recommendation of our brand. Your excellent scores are truly appreciated: for booking, sustainability, plastic reduction, concierge, for kids services for accommodation, our team, check-out, for cleanliness, pool, treatment experience, for breakfast, WiFi, and member recognition Celebrating Your Words Your review – "Comfortable stay. Clean rooms, new TV with useful apps like Netflix and Youtube" – brings great joy to our team. We are pleased that you enjoyed your room and the entertainment options. A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of the pool guy, bellman, and doorman, noting that they were "very friendly and sincere." We will personally share your appreciation with them. Regarding Your Feedback We have carefully noted your comments: Arrival & Check-In – Connecting Rooms Request: You mentioned a lack of flexibility in accommodating 2 connecting rooms despite having 3 rooms booked, and that you had a few kids sleeping in one room alone. We sincerely apologize for this. Connecting rooms are subject to availability, and we regret that we could not accommodate your request. Your feedback has been shared with our Front Office and Reservations teams to review how we prioritize connecting room requests for families with children. Cleanliness – Carpet Needs Shampooing: You noted that the carpet needs shampooing and felt itchy. We apologize for this discomfort. Your feedback has been shared with our Executive Housekeeper for immediate review and deep cleaning of the carpets. Breakfast Selection – Variety by Day: You suggested "Variety of menu by the day." Your feedback has been shared with our Executive Chef for review and improvement of our breakfast rotation. WiFi – Speed of Connection: Your feedback has been shared with our Technical team for review and improvement. Member Recognition – Not Recognized by Check-In Staff: You noted that you were not recognized as an ALL member by the check-in staff. We sincerely apologize for this. Your feedback has been shared with our Front Office Manager for immediate retraining on member recognition protocols. Pool and Treatment Experience : Your feedback has been shared with our Recreation and Spa teams for continuous improvement. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with a more seamless and satisfying experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a wonderful and detailed review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from booking and arrival to accommodation, cleanliness, our team, check-out, WiFi, and sustainability. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your beautiful review brings immense joy to our entire team: "I stay at Grand Mercure Batam was truly amazing from start to finish!" "The room was very spacious, clean, and super comfortable!" "The bed was soft, the amenities were complete, and the overall ambiance made me feel at home." "All the staff were so friendly, helpful, and attentive. They made sure everything I needed was taken care of with a smile." "I absolutely love their concierge uniform! It's so unique, stylish, and looks very professional." "Overall, I had a wonderful experience and I will definitely be booking again for my future stays in Batam. Highly recommended!" We are especially touched that our concierge uniform caught your eye – it is wonderful to know that the effort we put into the details and branding is noticed and appreciated. Celebrating Your Sustainability Recognition We are pleased that you appreciated our glass bottle initiative. Thank you for recognizing our efforts to reduce single-use plastics. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for your future stays in Batam. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your wonderful feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, and sustainability. Your perfect 10/10 recommendation of our brand is the highest compliment we could hope to receive. Celebrating Your Words Your review title – "Nice service and good facilities" – and your words – "Very good service and staff are very helpful" – bring immense joy to our entire team. Knowing that you found our service very good and our staff very helpful is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you and your family back to Grand Mercure Batam Centre for another perfect and memorable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a detailed and wonderful review with us. We sincerely appreciate your kind words, especially as this was your first time staying with us. We are delighted to receive your strong overall rating and your recommendation of our brand. Your excellent scores are truly impressive: for accommodation, our team, check-out, WiFi, and sustainability, for arrival and check-in, for booking experience and cleanliness Celebrating Your Words Your review title – "Amazing first time experience. Superb service." – and your beautiful words bring immense joy to our entire team: "Although we didn't get an early check in, the FD staff gave us a complimentary upgrade since it was our first visit." "All staff was very helpful and the concierge team was amazing in helping us with the car doors upon arrival and departure and with the warm greetings." "Overall amazing experience and will definitely be back for a second stay." A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of the lady at check-in who was "very warm in welcoming us and swiftly processing our check in" – even though you don't remember her name, we will share your appreciation with our entire Front Desk team. We also thank you for your praise of our Concierge team for their help with car doors and warm greetings. Regarding Your Feedback – Kettle with Mold We have carefully noted your comment: "The kettle in the room had mold growing in it. Other than that, room was in very clean condition." This is unacceptable. Your feedback has been shared immediately with our Executive Housekeeper for urgent investigation and retraining of the housekeeping team to ensure that all in-room amenities, including kettles, are thoroughly inspected and cleaned. Regarding Your Booking Feedback You mentioned making the mistake of booking through a third party and noted that you will definitely book through the hotel website with your membership next time. We appreciate this and look forward to welcoming you as a member on your next stay. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your positive endorsement. We eagerly look forward to welcoming you both back for your second stay – with more nights and later check-out timings, as you hoped! With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a detailed and wonderful review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your perfect 100/100 overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for booking, arrival, cleanliness, our team, check-out, WiFi, sustainability, member recognition, plastic reduction, dinner at Ambrosia, in-room dining, concierge, gym, and accommodation Celebrating Your Words Your review title – "A Very Great Very comfortable stay" – and your beautiful words – "A very Good and well maintained hotel, at a great location with very wonderful and helpful staff" – bring immense joy to our entire team. A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of: Bibiana at Front Desk for her "outstanding service" Reval at Housekeeping for his "concern about our stay and comfort" We will personally share your appreciation with both of them. Knowing that their service made your stay special is the greatest motivation for our team. Regarding Your Feedback – Plumbing and Tap Fittings We have carefully noted your comment: "There was a problem with the plumbing and tap fittings which was causing us some discomfort when using the bathroom." We sincerely apologize for this inconvenience. Your feedback has been shared with our Engineering team to inspect and resolve the plumbing and tap fitting issues in your room. Celebrating Your Sustainability Recognition We are pleased that you appreciated our sustainability efforts, including "Using Jug for drinking water. Using glass bottles for complementary water. Less plastic being used in room toiletries." Thank you for recognizing our commitment to reducing single-use plastics. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for another great and comfortable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Gold member, you deserved a restful and comfortable stay, and we regret that we fell far short of your expectations. Addressing Your Concerns Point by Point 1. Traffic Noise – Unbearable, No Sleep You noted that despite being upgraded to a suite, the traffic noise was "unbearable" and that you could not sleep because the traffic was 24 hours ongoing. You also suggested that "no double glazed glass was used in the construction." We sincerely apologize for this. Sleep is fundamental, and we failed to provide a restful environment for you. Your feedback has been escalated to our Engineering team to review the soundproofing of our suites, including the possibility of double-glazed glass. For future stays, we recommend requesting a room on a higher floor or away from the main road, which may offer a quieter experience. 2. Breakfast – Food Not Topped Up, Staff Shortage, Coffee Quality You went for breakfast at 9:30 AM and found that there was "not much food left, food not topped up" and that there seemed to be a "shortage of staff." You also mentioned that "the coffee was horrible" and that for the price, breakfast was "not worth." This is completely unacceptable. Your feedback has been escalated immediately to our Executive Chef and Food & Beverage Manager for urgent review of: Breakfast replenishment protocols during later service hours Staffing levels during breakfast Coffee quality 3. Your Special Mentions We are grateful that you mentioned Jenny from Reception for being helpful and Kenneth from the Restaurant for serving dinner well. We will personally share your appreciation with both of them. 4. Loyalty Programme Recommendation We note your feedback on the loyalty programme and will use it to improve our member experience. Celebrating the Positives We are pleased that your booking experience, our team, and WiFi all earned perfect scores, and that your arrival, cleanliness, check-out, and sustainability earned. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Engineering: Suite soundproofing review Executive Chef & F&B Manager: Breakfast replenishment, staffing, coffee quality Front Office: Member recognition Our Apology We are deeply sorry that your stay was so disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the restful and comfortable experience you deserve as a Gold member. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your wonderful feedback with us. We sincerely appreciate your kind words. We are absolutely delighted to receive your flawless rating across every single category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, and sustainability. Your perfect recommendation of our brand is the highest compliment we could hope to receive. Celebrating Your Words Your review – "Excellent experience. Clean and spacious room. The receptionists and staff were welcoming and the breakfast buffet selections were decent and good. Thank you for the hospitality" – brings immense joy to our entire team. Knowing that you had an excellent experience and that our team made you feel welcome is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for another excellent experience. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such a heartfelt review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your strong overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for booking, arrival, accommodation, cleanliness, our team, check-out, WiFi, sustainability and for breakfast selection Celebrating Your Words Your review title – "Quiet & Comfortable" – and your beautiful words bring immense joy to our entire team: "Overall, all my family members had a very wonderful experience with Grand Mercure Batam." "Right from the moment we arrived on the first day, till the day we left, we have never had any negative experience." "A very big Thanks to all the staffs from Grand Mercure Batam." Knowing that your entire family had a wonderful experience with no negative moments is the greatest reward we could ever receive. Your heartfelt thanks to our team will be shared with everyone. Regarding Your Feedback – Breakfast We are pleased that you found the breakfast "marvellous." We appreciate your suggestion regarding the background music – you recommended playing "easy going & smoothing instrumental songs" instead of pop or jazz to better suit the environment. This is excellent feedback, and we have shared it with our Food & Beverage team for consideration. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you and your family back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your feedback with us. We sincerely appreciate your kind words. We are delighted to receive your strong overall rating and your recommendation of our brand. Your consistent scores across every category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, sustainability, sustainable food initiatives, plastic reduction, and concierge service – are truly impressive. Your consistent high scores across every aspect of your stay reflect a well-rounded and satisfying experience, and we are grateful for your trust in us. Celebrating Your Words Your review – "Comfortable to stay" and "All is well and good" – brings great joy to our team. Knowing that you found your stay comfortable and that everything was well and good is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your feedback with us. We sincerely appreciate your kind words. We are delighted to receive your perfect overall rating and your recommendation of our brand. Your excellent scores are truly impressive: for our team for arrival, accommodation, cleanliness, check-out, sustainability and WiFi Celebrating Your Words Your review – "Nice. Love the room very comfortable and it look really nice" – brings great joy to our entire team. We are especially pleased that you found your room comfortable and nice. A Special Thank You for Recognizing Our Team We are deeply touched by your response "All of them" when asked which team member contributed to your satisfaction. This is the highest compliment our entire team could receive. We will share your appreciation with everyone. Regarding Your Feedback We have noted your rating for WiFi, with your comment about "The speed of connection." Your feedback has been shared with our Technical team for review and improvement. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre once again for your recent family stay and for taking the time to share such a beautiful and touching review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are absolutely delighted to receive your perfect rating across every single category – from booking and arrival to accommodation, cleanliness, our team, check-out, WiFi, and sustainability. Your perfect recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review title – "Home" – and your beautiful words bring immense joy to our entire team: "I am surprised that the front desk staff remembered our last stay 3 months ago and left a welcome note when we checked into our room." "Another surprise is we were allocated to the same room which we liked it from our earlier visit." "Such kind gestures are appreciated and made our stay felt like home." Knowing that our team remembered your previous stay and that these small gestures made you feel at home is the greatest reward we could ever receive. True hospitality is about creating a sense of belonging, and we are deeply touched that we achieved this for you and your family. Our Gratitude It was our genuine pleasure to host you and your family once again. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre – your home away from home. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Gold member and a family traveling with a toddler, you deserved a seamless and comfortable stay. We failed you in several areas, and for that, I am truly sorry. Addressing Your Concerns Point by Point 1. Breakfast – 40-Minute Wait for Baby Chair (Breakfast Selection) You noted that you had to wait 40 minutes before an available baby chair was provided for your toddler. This is completely unacceptable, especially for a family with young children. We sincerely apologize for this frustrating experience. Your feedback has been escalated to our Food & Beverage Manager for immediate review of our baby chair availability and breakfast seating management during peak hours. We will ensure that sufficient baby chairs are available and that families with young children are prioritized. You also mentioned "Long wait at the live cooking section, limited variety." Your feedback has been shared with our Executive Chef for review and improvement of our breakfast variety and live cooking station efficiency. 2. Housekeeping Not Done by 2:30 PM You noted that housekeeping had not been done when you returned to your room at 2:30 PM. We sincerely apologize for this lapse. Your feedback has been shared with our Executive Housekeeper to review housekeeping scheduling and ensure rooms are serviced promptly during daytime hours. 3. Room Upgrade – Gold Member Privileges (Your Feedback: "Even as an Accor gold member, no privileges or room upgrade was being offered") We sincerely apologize that you did not receive a room upgrade or feel recognized as a Gold member during your stay. Please allow us to explain. Room upgrades for ALL members are subject to availability at the time of check-in. Unfortunately, during your stay – which fell on a weekend with high occupancy – we had no available rooms to offer an upgrade. We understand how disappointing this must have been, and we sincerely regret that we could not provide this benefit on this occasion. We want to assure you that this was not a lack of recognition of your Gold status, but simply a limitation of availability during a peak period. We have shared your feedback with our Front Office team to ensure that in such situations, the reason for not being able to offer an upgrade is clearly and warmly communicated to our members so they understand the circumstances and still feel valued. 4. Loyalty Programme Recommendation We are deeply sorry that your experience has led to such a low recommendation of the loyalty programme. As a Gold member, you should feel valued and recognized, and we regret that we fell short. We are committed to improving our member recognition and communication, especially during peak periods. Celebrating the Positives We are pleased that your arrival, accommodation, cleanliness, our team, check-out, and WiFi all earned scores. We appreciate your recognition of these aspects of your stay. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Food & Beverage Manager: Baby chair availability, breakfast seating, live cooking station efficiency Executive Chef: Breakfast variety Executive Housekeeper: Housekeeping scheduling Front Office Manager: Member recognition communication, upgrade explanation during high occupancy Our Apology We are deeply sorry that your stay was disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future – perhaps on a weekday with lower occupancy – so we may provide you with the full Gold member experience you deserve, including a room upgrade when available. With our warmest regards and sincere apologies, Grand Mercure Batam Centre