Dear Ms D., Thank you for your positive feedback regarding our location and the amenities available in the surrounding area. We are pleased to hear that you found our hotel convenient for your needs. We look forward to welcoming you back in the future. Best regards, Rebecca Tyagi General Manager

Dear Mr Francisco J. H. S., Thank you for taking the time to share your experience with us. Firstly, I would like to sincerely apologise for the inconvenience and frustration you experienced when you were unable to access your room late in the evening. I appreciate that after a long day, any delay in gaining access to your accommodation can be upsetting, and I am sorry that this situation negatively affected your stay. Following receipt of your complaint, I conducted a thorough investigation, including a review of our CCTV footage and discussions with the team member on duty that evening. Whilst I fully understand that the delay felt much longer from your perspective, the cctv footage confirms that the time between your arrival at Reception and the issue being resolved was approximately 11 minutes, rather than the hour stated in your correspondence. I would also like to explain the circumstances faced by our colleague at the time. There were two rooms reserved under the same booking name, and when the issue arose it was approximately 23:45. Given the late hour, the team member was understandably cautious about granting access or contacting the second room, as other guests connected to the reservation may already have been asleep. Their priority was to verify the booking details and ensure that access was only provided to the authorised guest, in line with our security procedures. That said, I am sorry that this process left you feeling that your concerns were not being fully understood. We certainly aim to show empathy and professionalism in all guest interactions, particularly where language barriers may make communication more challenging. Whilst I am satisfied that our colleague acted with guest security in mind, I regret that the situation caused you and your wife distress. Please be assured that we take all feedback seriously and have used your comments as an opportunity to review how we communicate during similar situations in the future, especially when guests are experiencing difficulty accessing their rooms. Thank you again for bringing this matter to my attention, and I hope that despite this incident, we may have the opportunity to welcome you back in the future and provide you with a much more positive experience. Kind regards, Rebecca Tyagi General Manager

Dear Pablo D. Z. M., Thank you for your kind words regarding your stay. We are delighted that you enjoyed our modern facilities, the breakfast, and the attentive service from our staff. Your feedback is greatly appreciated, and we hope to welcome you back in the future. Best regards, Amanda Carreno Front Office Manager ibis Belfast Queens Quarter

Estimado Raul S. I., Agradecemos sinceramente su comentario positivo sobre nuestro personal y nuestras instalaciones. Nos complace saber que disfrutó de la habitación y de la ubicación. Su satisfacción es muy importante para nosotros. Atentamente, Erika Usele Duty Manager ibis Belfast Queens Quarter.

Dear Libnufa, We sincerely appreciate your kind comment regarding your stay at our hotel. We are pleased to know that you enjoyed the location and the service provided by our respectful team, especially Amanda. Your recommendation is greatly valued, and we look forward to the pleasure of welcoming you again at ibis Belfast Queens Quarter. Sincerely, Erika Usele Duty Manager ibis Belfast Queens Quarter