Dear Mr. Shane W., Thank you for taking the time to complete our guest survey following your recent business stay at ibis Balikpapan. We sincerely apologize for the serious issues you experienced regarding the cleanliness and condition of your rooms. Finding stained linen, unhygienic bathroom conditions, an unanchored safe, and a broken shower bracket falls far below the standards we strive to maintain. Please rest assured that your feedback has been addressed directly with our Executive Housekeeper and Engineering team for immediate corrective action, retraining, and strict quality control. At the same time, we are very glad that our staff and management were able to support you and make your stay a bit more pleasant during these inconveniences. Your kind words regarding their service are truly appreciated. Thank you once again for your honest feedback, as it provides us with the precise areas we need to improve. Should your travels bring you back to Balikpapan, we hope to have the opportunity to provide you with the clean, comfortable experience you deserve. Warm regards, Dyah Kristiati Listianingtyas General Manager

Yth. Bapak Agung K. N., Terima kasih banyak atas kesediaan Anda membagikan ulasan dan memberikan penilaian yang sangat baik mengenai pengalaman menginap Anda di ibis Balikpapan. Sebagai anggota ALL - Accor Live Limitless dengan status Platinum, dukungan dan kesetiaan Anda sangat berarti bagi kami. Kami sangat senang mengetahui bahwa pengalaman menginap Anda berjalan dengan lancar dan menyenangkan, serta Anda merasa puas dengan seluruh aspek pelayanan kami, mulai dari proses kedatangan, kenyamanan dan kebersihan kamar, hingga koneksi Wi-Fi dan pelayanan tim kami. Terima kasih atas rekomendasi serta kepercayaan Anda kepada ibis Balikpapan. Seluruh tim kami sangat menantikan kedatangan Anda kembali pada kunjungan berikutnya! Salam hangat, Dyah Kristiati Listianingtyas General Manager

Dear Sendy U. , We very much appreciate your comments regarding your stay at the ibis Balikpapan. We are delighted to read that you had an excellent stay and enjoyed your visit at our hotel. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day. Thank you for your kind feedback, and we hope to see you again soon for another magnifique journey with us. Sincerely, Dyah Kristiati Listianingtyas General Manager

Dear Fandi A., Thank you for sharing your feedback following your recent stay with us at ibis Balikpapan. As an ALL – Accor Live Limitless member, your comments are highly appreciated and valuable to us. We are pleased to know that our convenient location, approximately 25 minutes from the airport, served your business transit needs well. At the same time, we sincerely apologize for the aspects of your stay that fell short of expectations: Drinking Amenities & Hygiene: Your observation regarding the presentation and protection of the glassware and water jug on open shelves is well taken. We have addressed this with our Housekeeping team to review our setup procedures and ensure all guest amenities meet the highest standards of hygiene and cleanliness. Wi-Fi Connection: Your feedback regarding the internet speed has been shared with our IT team to inspect and improve network performance. Thank you for your constructive input. We hope to have the opportunity to welcome you back for a longer stay in the future so you can fully experience our breakfast offerings and hotel services. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Mr. Steven Laudry, Thank you for taking the time to complete our guest satisfaction survey following your stay at ibis Balikpapan. While we are pleased to know that your check-in, check-out, and breakfast experiences were fine, we are deeply sorry for the serious oversights and inconveniences you encountered during your stay. Please accept our sincere apologies for the following issues: Housekeeping Incident: Having a room attendant enter your room while you were inside is completely unacceptable and breaches our guest privacy protocols. We have addressed this directly with our Housekeeping management to review procedures and ensure proper status checks before entering any room. Bathroom Amenities & Water Temperature: We apologize for the missing soap, shampoo, and conditioner refill, as well as the inadequate hot water temperature. Our Engineering team has inspected the water heating system in your room, and Housekeeping has been reminded to thoroughly check amenity levels during room setups. Wi-Fi Speed: We have also noted your feedback regarding internet connection speed and passed it to our IT team for optimization. We fully understand your hesitation to return, but we hope you will give us another opportunity in the future to demonstrate the true standard of service and comfort we aim to provide. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Mr. Kutbi D., Thank you for sharing your detailed feedback following your stay at ibis Balikpapan, and thank you for being a valued ALL - Accor Live Limitless member. We sincerely apologize for the inconveniences you experienced regarding the presence of pests in your room and the aspects of your stay that fell short of expectations. Please rest assured that our housekeeping and pest control teams have immediately inspected and treated the room to ensure our strict hygiene standards are met. We have also noted your comments regarding our room design, Wi-Fi speed, and breakfast selection as we work on ongoing improvements. Regarding the verification of your membership card during check-in, we would like to kindly share that verifying physical or digital membership cards is a standard check-in procedure to safeguard member accounts and prevent any misuse of ALL benefits. However, we apologize if this process felt inconveniencing during your arrival, and we will ensure our team communicates this procedure even more politely and smoothly in the future. We truly value your feedback as an ALL member and hope to have the opportunity to welcome you back for a seamless and much improved stay. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Mr. Bikash K., Thank you very much for giving us a perfect rating following your recent stay at ibis Balikpapan and for being a valued ALL - Accor Live Limitless member! We are delighted to know that you had such a wonderful stay and enjoyed our overall facilities, cleanliness, and breakfast, as well as the service provided by our team. Your loyalty and positive feedback mean a great deal to us. It was a pleasure hosting you, and we look forward to welcoming you back for another exceptional stay on your next visit to Balikpapan! Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Karla K. M. R., Thank you for your continued loyalty to the Ibis brand. We are truly pleased to hear that you enjoyed our excellent location, had a comfortable stay overall, and received friendly service from our team. However, we sincerely apologize for the frustration caused by the faulty shower head that wouldn’t stay in place. A relaxing shower experience is an essential part of any stay, and I have forwarded your comment directly to our Housekeeper and Engineering team to ensure the fixture is inspected and repaired immediately. Thank you once again for your valuable insights and your strong recommendation. We look forward to welcoming you back to ibis Balikpapan for a seamless and flawless experience on your next visit. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Diah A., Thank you for choosing ibis Balikpapan for your getaway, We also truly appreciate your loyalty as a Classic member of the ALL Accor loyalty programme. We are absolutely thrilled to read your wonderful comments. It is fantastic to know that you enjoyed our top-notch service, friendly staff, and the incredibly comfortable bed and clean room. We are also glad you could take advantage of our cross-sharing facilities, including the pool and gym access at Novotel, and that our strategic location—right across from the famous Coto Makassar Hj. Kasim—added to the convenience of your stay. Thank you once again for your enthusiastic review and high recommendation. We look forward to welcoming you and your partner back for another exceptional stay in the near future. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Rizal A., Thank you for choosing ibis Balikpapan for your family stay, We also truly appreciate your loyalty as a Classic member of the ALL Accor loyalty programme and are glad to hear you felt well-recognized during your stay. We are absolutely delighted to read your wonderful feedback. It is fantastic to know that you experienced a fast check-in and check-out process, a very clean hotel, and that our receptionists welcomed you with a "full senyum" (big smile). Hearing that all the in-room furniture worked perfectly, the price was worth it, and most importantly, that your children were happy, is the best reward our team could ask for. Thank you once again for your enthusiastic review and high recommendation. We look forward to welcoming you and your family back for another joyful stay in the near future. Warm regards, Dyah Kristiati Listianingtyas General Manager

Dear Mr. Hugeng, Thank you for choosing ibis Balikpapan and for being a valued ALL Classic member. We are glad you enjoyed our convenient location, smooth booking process, and clean rooms. However, we note your feedback regarding the breakfast variety during your 5-day stay. We understand that a repetitive menu can be disappointing, and we have shared your comments with our kitchen team to help them improve our food selection. We appreciate your insights on our service and WiFi access as well. We hope to welcome you back on your next business trip for an even better experience. Sincerely, Dyah Kristiati Listianingtyas General Manager

Dear Bapak D. Denys, Terima kasih telah meluangkan waktu untuk membagikan pengalaman Ibu/Bapak selama menginap di ibis Balikpapan. Kami juga sangat menghargai keanggotaan Bapak dalam program loyalitas ALL Accor Live Limitless. Kami senang mengetahui bahwa lokasi hotel kami yang strategis serta kenyamanan menyeluruh selama kunjungan bisnis Anda dinilai cukup memuaskan. Namun, kami memohon maaf atas ketidaknyamanan yang dialami terkait kondisi tempat tidur yang berbunyi serta kecepatan koneksi WiFi yang kurang maksimal. Catatan dari Anda mengenai pemeliharaan fasilitas kamar dan kecepatan internet telah kami teruskan ke tim teknis dan manajemen terkait untuk menjadi bahan evaluasi serta perbaikan kualitas kenyamanan tamu ke depannya. Terima kasih atas masukan berharga ini. Kami berharap dapat kembali menyambut Bapak D. pada kunjungan bisnis berikutnya di Balikpapan dengan pengalaman menginap yang lebih nyaman. Sincerely, Anom Purboyanto General Manager

Dear Mr. Oktavenus, Thank you for sharing your feedback and for choosing ibis Balikpapan during your business trip. We are delighted to know that you enjoyed your stay and appreciated our clean accommodations, comfortable environment, and the variety of breakfast options available. Your kind words about our team and services are truly encouraging and will be shared with our staff. We also appreciate your feedback regarding our sustainability initiatives, including the replacement of single-use plastic items. Your comments help us continue improving our efforts. Thank you once again for your recommendation and support. We look forward to welcoming you back to ibis Balikpapan on your next visit. Warm regards, Anom Purboyanto General Manager

Dear Ms. Arriyani A., Thank you very much for your wonderful feedback and for your continued loyalty to ibis Balikpapan since 2012. We are truly delighted to know that you had another comfortable stay with us and that you appreciated the room upgrade, clean and comfortable accommodation, as well as the friendly and helpful service from our team. Your special recognition of our reception staff means a great deal to us, and we will be pleased to share your kind words with them. We are also grateful for your positive comments about the ALL loyalty program and are pleased that you were able to enjoy the benefits available during your stay. Your continued trust and support over the years are sincerely appreciated. We look forward to welcoming you and your family back to ibis Balikpapan for many more comfortable stays in the future. Warm regards, Anom Purboyanto General Manager

Dear Patrick, Thank you for sharing your feedback about your recent family stay at ibis Balikpapan. As an ALL Platinum member, your loyalty is very important to us, and we truly appreciate your honest review. While I am glad you enjoyed a smooth check-in, check-out, and a warm welcome from our team, I am sincerely sorry for the issues you experienced with room cleanliness, the breakfast and dinner quality, and the unstable WiFi. Please rest assured that I have shared your comments directly with our housekeeping, maintenance, food & beverage, and IT teams. We are already working to fix these issues—from fixing the room maintenance details to improving our food quality and network stability—to ensure they do not happen again. Thank you again for helping us improve. We hope to have the chance to welcome you back in the future for a much better stay. Warm regards, Anom Purboyanto General Manager

Dear Mrs, H., Thank you for taking the time to share your feedback. I am deeply sorry to hear that a hard pillow caused you such a severe neck ache and left you with an awful night's sleep. You are absolutely right—a comfortable bed and a restful sleep are the most essential things a hotel must provide, and we clearly missed the mark for you. Regarding your request, please accept my apologies for the frustration caused when our team informed you we didn't have an alternative. While we currently only stock our standard size and firmness of pillows across the property, I completely understand that guests have different preferences and that a softer option was needed. I also take note of your comments regarding the dated feel of the hotel and the limited Western choices at breakfast. Your feedback is incredibly valuable as it helps us see where we need to improve our amenities and dining options for our international travelers. We truly appreciate your honesty, and I will be reviewing our bedding options with our team to see how we can better accommodate our guests' comfort in the future. We hope you feel much better soon, and that you might consider giving us another chance down the road to provide you with the restful stay you should have had. Warm regards, Anom Purboyanto General Manager

Dear Mr. Johannes S., Warm greetings from ibis Balikpapan. Thank you for sharing your wonderful review titled “HOME SWEET HOME”. We are very happy to know you and your family had a pleasant stay with us. We truly appreciate your kind words for Alpina and our housekeeping team. It is great to hear their service and attention to your requests made your stay comfortable and memorable. Thank you also for your loyalty as an ALL Silver member and for recommending us. We hope to have the opportunity to welcome you again at ibis Balikpapan in the future. Warm regards, ANom Purboyanto General Manager

Dear Mr. Tonny H., Warm greetings from ibis Balikpapan. Thank you very much for sharing your feedback and for choosing to stay with us. We are delighted to know that you enjoyed your stay and that you plan to return again. Your kind words about our hotel being “the best in the heart of Balikpapan” truly mean a lot to us. We also appreciate your constructive comments regarding breakfast, WiFi speed, and ease of access. Please be assured that your feedback has been shared with the team for further improvement. We look forward to welcoming you back for an even better experience on your next visit. Warm regards, ANom Purboyanto General Manager

Dear Augus T., Thank you for choosing to stay at ibis Balikpapan with your family and for taking the time to share your feedback. We sincerely apologize that your experience was only average and fell short of your expectations. We have taken constructive note of your comments regarding the lack of breakfast variety, the slow WiFi connection, and especially the empty shampoo dispenser on your first day. Please rest assured that I have addressed these issues directly with our Culinary, IT, and Housekeeping teams to ensure better room preparation and an improved guest experience moving forward. Thank you for your valuable insights, as they help us target the areas we need to improve. We hope you will give us another opportunity in the future to provide you and your family with a much better stay. Warm regards, Dyah Kristiati Listianingtyas General Manager