Dear Valued Guest, Thank you for your support as an ALL member and for taking the time to share such a detailed and balanced review of your stay with us. We truly appreciate both your kind recognition of our team and your candid feedback on the areas where we need to improve. We are particularly sorry about the noise disturbance you experienced during your stay. We fully understand how disruptive repeated door-closing sounds can be, especially during the early hours of the morning. We also appreciate that you took the time to report the issue to our Front Office team at 3:00 AM and again at 8:00 AM. Your feedback regarding the room and bathroom doors, as well as sound transmission from the corridors and neighbouring rooms, has been noted seriously and will be reviewed with our Engineering and Operations teams. We will explore practical measures to minimise the impact of door-closing noise and improve the overall acoustic comfort for our guests. We are pleased, however, that many other aspects of your stay were positive. Thank you for highlighting the warm assistance provided by our Porter team and the efficient check-in experience with Tarmizi. We will certainly share your compliments with him. We are especially grateful for your kind recognition of Rabouli from our Housekeeping team. It is wonderful to hear that his warmth, attentiveness and ability to remember and respond to your requests made such a positive impression. I will personally share your appreciation with Rabouli and the team. Recognition such as yours is a great encouragement to our Heartists. We are also pleased that you enjoyed our wellness facilities, rooftop bar, welcome drink selection and the convenience of our laundry service. Your comments regarding the breakfast buffet, water pressure and room comfort have also been noted and will be shared with the relevant departments for consideration. Most importantly, we appreciate your willingness to return should we be able to address the noise issue. Your feedback gives us a clear area to focus on, and we hope to have the opportunity to welcome you back and provide a quieter and more restful experience. Thank you once again for your valuable feedback and for recognising the efforts of our team. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade

Dear Valued Guest, Thank you for taking the time to share your feedback following your stay with us. We are pleased to know that you found our hotel clean and appreciated our convenient location. Thank you also for your constructive feedback regarding the breakfast selection. We understand your preference for greater variety, particularly for guests staying with us for several days, and we will share your comments with our culinary team as we continue to review our menu rotation. Regarding your suggestion for a King-size bed, we would like to clarify that our current room configuration offers Twin beds and Queen-size beds. We appreciate your preference for a King-size option and will certainly take your feedback into consideration for future room planning and product enhancements. Thank you once again for your valuable feedback and for choosing Mercure Kuala Lumpur Shaw Parade. We hope to have the pleasure of welcoming you back on a future visit. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade

Dear Valued Guest, Thank you for your support as an ALL member and sincerely for taking the time to share such a heartfelt and detailed review of your experience at Mercure Kuala Lumpur Shaw Parade. We are truly delighted to know that Rizal made such a strong and lasting impression on you. Your description of his warm welcome, professionalism, attentiveness and genuine care perfectly reflects the spirit of hospitality we strive to deliver. What is particularly heartwarming is your recognition of Rizal remembering you by name and taking the initiative to recommend places for dining and relaxation. These personal touches are what transform a routine hotel stay into a memorable guest experience. I will personally share your wonderful feedback with Rizal, as I am sure your words will mean a great deal to him. We are also pleased to know that you enjoyed the cleanliness and comfort of your room, as well as our rooftop and its beautiful TRX night views. It is especially rewarding to hear that your experience was positive enough for you to make a new reservation for your family. We are honoured that you would entrust us with their stay and look forward to welcoming them. Your words that Rizal is a “gem” and an asset to the hotel are a wonderful recognition of his dedication. We are fortunate to have colleagues who genuinely care about our guests, and we will certainly continue to support and develop team members who demonstrate this level of passion and commitment. Thank you once again for your generous recognition of Rizal and our hotel. We look forward to welcoming you and your family back to Mercure Kuala Lumpur Shaw Parade and creating another memorable experience for all of you. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade

Dear Valued Guest, Thank you very much for your heartfelt and detailed review following your stay with us from 16 to 17 August 2026. We are truly delighted to know that you had such a wonderful experience at Mercure Kuala Lumpur Shaw Parade. Your generous recognition of our team means a great deal to us, and we are especially grateful for your kind words about Mr. Rizal from our Reception team. It is wonderful to hear that Rizal's warmth, professionalism, attentiveness and genuine care made such a positive impression on you. Going above and beyond for our guests is exactly the spirit of hospitality we strive to nurture, and your recognition of his efforts is a tremendous encouragement. I will personally share your compliments with Rizal and our team. Please be assured that your recommendation regarding his future development and career opportunities will also be noted and shared with his management team. We are equally pleased that you enjoyed the surprise birthday cake. We are honoured to have played a small part in making your stay and celebration more memorable. Creating these special moments for our guests is something our team truly treasures. Your words, particularly your description of the experience as “five-star service” and an unforgettable stay, are incredibly motivating for all of us. Thank you for taking the time to recognize the efforts of our team. We look forward to welcoming you back to Mercure Kuala Lumpur Shaw Parade and hope to provide you with another exceptional stay in the future. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade

Dear Valued Guest, Thank you for choosing Mercure Kuala Lumpur Shaw Parade for your second stay and for taking the time to share such a lovely review. We are delighted to know that you continue to enjoy our hotel and that you found our team friendly, welcoming and consistently cheerful. It is also wonderful to hear that you appreciated the quick and efficient check-in and check-out experience, as well as our convenient location within walking distance of LaLaport Bukit Bintang City Centre and the many dining options nearby. Thank you as well for your constructive suggestion regarding the television. We understand that having screen mirroring or casting capabilities would add greater convenience and entertainment value, particularly for guests who prefer to stream content from their own devices. We will certainly share your suggestion with our management and technical teams for consideration in our future improvement plans. We are very pleased that you found the hotel clean, comfortable and welcoming overall. Your continued support as a returning guest means a great deal to us. We look forward to welcoming you back for your next stay in Kuala Lumpur. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade

Dear Valued Guest, Thank you for taking the time to share your feedback regarding your arrival experience. Please accept our sincere apologies for the delay and inconvenience you experienced during check-in. We fully understand that, after arriving at the hotel, you expected your rooms to be ready and the check-in process to be smooth and efficient. Upon reviewing the circumstances, we noted that your reservation comprised three rooms. When you arrived at approximately 4:15 PM, two of the rooms were still being prepared following a late check-out by the previous guests. Our Housekeeping team was immediately requested to prioritise the rooms, and they were ready by approximately 4:46 PM, with all three rooms checked in by 4:50 PM. We also acknowledge that the registration process took longer than expected as our team needed to explain the security deposit and tourism tax, and there was some difficulty in communication during the process. While our colleague apologised to you at the end of the check-in, we recognise that the overall arrival experience should have been handled more efficiently and with greater anticipation of your needs. We also sincerely apologise that the welcome drink was not offered to you during check-in. This was an oversight on our part and does not reflect the service standards we aim to provide to our guests. Your feedback has been shared with our Front Office and Housekeeping teams. We will reinforce the importance of monitoring room readiness, communicating delays proactively, ensuring a smooth registration process, and consistently delivering all elements of our welcome experience. We regret that your arrival did not provide the warm and seamless welcome you should have received. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a much smoother experience on your next visit. Warm regards, Cindy Yeoh General Manager Mercure Kuala Lumpur Shaw Parade