Dear Mr. H., What a pleasure to know that your stay with us was “Super” and that you enjoyed your experience from arrival to departure. Your wonderful scores across the stay, especially for our team, breakfast, accommodation and cleanliness, are a lovely recognition of the experience we aim to create. We are delighted to know you would recommend Sofitel Dubai Downtown so highly, and we hope to have the pleasure of welcoming you back on your next visit to Dubai. Warm regards, Abir Bouaoud Guest Relations Supervisor

Dear Ms. F., It is a pleasure to know that your stay at Sofitel Dubai Downtown was such a memorable one, from our convenient location and elegant surroundings to the attentive service throughout your visit. Your special mention of Khushboo is particularly appreciated. Her genuine care, attention to detail and warm hospitality clearly contributed to making your stay so enjoyable. We will be sure to share your kind recognition with her personally. We are delighted that you are already looking forward to returning, and it would be our pleasure to welcome you back to Sofitel Dubai Downtown for another exceptional stay. Warm regards, Abir Bouaoud Guest Relations Supervisor

Dear Valued Guest, It is a pleasure to know that so many aspects of your stay contributed to such an enjoyable time with us, from the spaciousness and comfort of your room to our breakfast, swimming pool and convenient location near Dubai Mall. We are especially pleased that the friendliness of our team stood out during your visit, and your willingness to recommend Sofitel Dubai Downtown is wonderful recognition for all of us. We hope to have the pleasure of welcoming you and your friends back for another comfortable and memorable stay in the heart of Dubai. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, What a pleasure to read that your four nights with us felt effortless from check-in to check-out. More than anything, we are delighted that it was the energy, attentiveness and genuine care of our team that made such a strong impression on you. Your words about Sagar from Housekeeping are especially meaningful. The fact that you took the time to recognize the care he put into keeping your room impeccably organized, clean and comfortable deserves to be celebrated, and we will make sure your recognition is shared with him personally. Thank you for such wonderful recognition of our team and for your 100/100 rating. Knowing that everything simply worked as it should throughout your stay is one of the best compliments we could receive. We look forward to making your next four nights with us just as seamless. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, Welcoming you back for your fourth stay is particularly meaningful to us, and we are delighted that it is the genuine care and warmth of our team that continue to bring you back to Sofitel Dubai Downtown. We are especially pleased that being able to accommodate your early arrival made a difference to your experience. These moments of flexibility and personal attention are exactly how we want our guests to feel cared for, particularly when arriving after a journey. Thank you as well for recognizing Sainath personally. We will be delighted to share your kind words with him and ensure his contribution is recognized. Knowing that the attention and care you receive make you want to return again and again is one of the greatest compliments you could give our team. We very much look forward to welcoming you for stay number five. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, What a pleasure to read that your family had such an amazing experience with us, and that our team played such an important part in making your stay memorable. Your 100/100 rating across every aspect of your experience is wonderful recognition for our Heartists, and knowing that you are already planning to return makes it even more meaningful. Thank you also for recommending Sofitel Dubai Downtown to your friends — there is no greater compliment than wanting the people close to you to enjoy the same experience. We will be delighted to welcome you and your family back for another wonderful stay. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, We are sincerely sorry for the experience you and your family had with us. You were told that your rooms would be next to one another, and when you arrived, that was not the case. More importantly, after you raised the issue several times, you still did not receive the help or solution you were asking for. We completely understand why this left you feeling that you could not rely on the information or support being provided by our team. We are also very sorry that the amount for your cancelled room had still not been released when you completed your survey. After everything you had already experienced, this should not have been another matter left for you to follow up on. Your 10/100 rating makes very clear how deeply we disappointed you, and we are taking your feedback with the seriousness it deserves. We regret that instead of making your family’s stay easy and welcoming, we left you feeling unheard and let down. We sincerely hope that, if you are willing to give us another opportunity, we may have the chance to show you the level of service and care you should have received from the very beginning. Sincerely, Sophy Dumont, Quality Manager

Dear Valued Guest, We truly appreciate the thoughtful and constructive way you shared your experience with us. It is wonderful to know that you enjoyed your room, our location and, above all, the kindness of our team, while at the same time being very clear about where you felt we could do better. You are absolutely right to expect a more responsive and seamless level of service from Sofitel. Waiting at Reception when the Lobby is busy and repeatedly calling from your room without receiving an answer should not have been part of your experience. We have also taken note of your concern regarding the strong smoke or barbecue smell in the Lobby during the evenings, which understandably affected the atmosphere of the hotel for you. Most importantly, the points you raised have been heard and are being addressed. We particularly appreciate that your comments come from a genuine desire to see the hotel deliver the level of quality you know Sofitel can provide. Thank you for your loyalty as an ALL Platinum member and for continuing to recommend us despite these shortcomings. We hope that on your next stay, you will notice the difference and find the Sofitel experience you were expecting from us this time. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, We are truly sorry that you simply did not feel comfortable in your room. Having an air-conditioning system that was not working properly is frustrating enough, and starting your stay in a room that did not feel suited to your needs only added to that disappointment. Your room should have been a place where you could settle in and feel comfortable from the beginning, and we regret that this was not your experience. We have taken what you shared seriously and are following up on the points you raised. We sincerely hope to have another opportunity to welcome you and give you the comfortable, seamless stay you should have had this time. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, It is wonderful to know that so much of your stay left such a positive impression, from our convenient Downtown location and comfortable room to breakfast and, especially, the warm service from our team. We also understand why your evenings in the lounge were not as relaxing as you expected. The lounge should offer an environment where all our guests can enjoy the experience comfortably, and we have taken your comments regarding both the atmosphere and food handling seriously. We have also noted your experience at check-out, where you should not have been left waiting while only one counter was available. What we are particularly pleased to read is that, despite these frustrations, you still plan to return. We truly appreciate that confidence and look forward to welcoming you both back and making your next stay enjoyable from arrival right through to departure. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that your stay left you questioning the five-star experience you expected when choosing Sofitel Dubai Downtown. Most importantly, you should never have had to question the cleanliness of your room. The unpleasant odor from the bathroom clearly affected your comfort and your overall impression of the hotel, and we fully understand how disappointing this must have been. Your comment regarding the limited tea selection has also been heard, particularly in the context of the level of attention to detail you expected from us. We also understand your frustration at check-out. You asked for only an additional 30 minutes, and the explanation you received did not make sense to you when you could still see rooms available online. Regardless of the circumstances behind the availability that day, we should have communicated the situation more clearly and made you feel that we had genuinely tried to accommodate your request. We understand why, after these experiences, you left feeling that we had fallen short of the standards you associate with a five-star hotel in Dubai. We have taken your comments seriously, and we sincerely hope we may have the opportunity one day to give you a very different experience of Sofitel Dubai Downtown. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that your stay was so badly affected by the condition of your room. What you encountered should simply never have happened, and we fully understand why it changed your impression of the entire stay. We want to reassure you that both issues have already been taken very seriously and addressed with our teams. Your comment about having more variety at breakfast has also been heard. What makes your feedback particularly important to us is that, despite your disappointment with the room, you still gave our Heartists your highest rating. Thank you for recognizing the people who looked after you even when an important part of your experience had let you down. We sincerely hope you will give us another opportunity to welcome you back and leave you with a very different memory of Sofitel Dubai Downtown. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Being described as one of your favourite business hotels in the UAE is a wonderful compliment, particularly coming from an ALL Diamond member and such an experienced traveler. We are delighted that this stay gave you so many reasons to recommend Sofitel Dubai Downtown. It is especially rewarding to know that the early check-in and room upgrade came at a moment when you genuinely needed them, and that the experience began so positively from your first exchanges with our Reservations and Front Office teams. Your wonderful recognition of Tanya Bhattacharya and our Front Office Manager will be shared with them personally. Knowing that their attentiveness, professionalism and ability to find solutions stood out so strongly during your stay will mean a great deal to them. From the comfort of your room to breakfast and the Executive Lounge, we are so pleased that the rest of your experience followed the same high note. We look forward to having you back with us on your next business trip to Dubai — and to giving you every reason to keep Sofitel Dubai Downtown among your favourites. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are so pleased that you had an enjoyable stay and, especially, that the warmth and helpfulness of our team stood out to you. We are sorry that your room service experience was the exception. When everything else about a stay feels right, it is disappointing when something as simple as enjoying a good meal and coffee in your room does not live up to the rest of the experience. We have shared your comments directly with our Culinary team. We would love to welcome you back and make your next stay every bit as enjoyable — and this time, with a room service experience that is just as memorable as the rest of your stay. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, What a pleasure to read that, after staying at three different hotels in Dubai, you would now choose Sofitel Dubai Downtown for your future visits. There could hardly be a more meaningful compliment for our team. We were particularly touched by the two moments you shared. After an early flight from Tokyo with two children, we can certainly imagine how welcome it must have been to have your room ready and be able to settle in straight away. And on your last evening, we are so glad our team found a way to take care of your luggage so that nothing stood in the way of enjoying your final adventure in Dubai. These are exactly the moments when genuine hospitality matters most, and your words will be proudly shared with our team. Thank you for choosing to stay with us and, even more importantly, for wanting to choose us again. We very much look forward to welcoming your family back to your Dubai home. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are delighted that you found Sofitel Dubai Downtown A. comfortable and relaxing place to stay during your time in Dubai. We also appreciate your comment regarding the Wi-Fi. We know how important it is to be able to connect easily, especially when travelling for business, and we hope this will feel much smoother on your next visit. It would be A. pleasure to welcome you back and make your next stay even better than the last. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for your lovely feedback. After an early morning arrival, we are especially pleased that our team could help you settle in comfortably and make the start of your stay an easy one. We are also glad the welcome treats were waiting for you after your journey. Thank you for choosing to stay with us. We hope to have the pleasure of welcoming you both back whenever your travels bring you to Dubai again. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are very pleased that you felt so warmly welcomed and that our Heartists made such a positive impression during your stay. We will make sure your kind words reach Vicky and Jandeep Reddy personally. We also hear clearly where your experience could have been better, particularly when it came to the comfort and cleanliness of your room and the Club dining experience. These are areas we are already giving greater attention to following your comments. We are especially glad that breakfast was such a highlight, and we hope that on your next visit, the rest of your experience feels every bit as enjoyable. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that you did not feel listened to when you raised your concern with us. This is not how we want any of our valued guest to feel. Your experience has been taken very seriously. We have already addressed what happened with our Venue teams and reinforced the way we care for and respond to our guests, so that everyone feels equally welcomed and respected. We also truly appreciate the time you took to share your feedbacks with Trisha, our Venue Manager. She was grateful for the opportunity to listen to you personally and to explore how we could make things right after such a disappointing experience. Thank you for giving us the opportunity to act on what you shared. Should you choose to return, we sincerely hope you will feel the difference in the care and attention you receive from us. Sincerely, Sophie Dumont - Quality Manager