Dear Ms. Shruthi C., Thank you for taking the time to share your wonderful feedback following your stay at ibis Kuala Lumpur City Centre. We are delighted to hear that you had an excellent experience with us and that our team made you feel welcomed and well taken care of. We are especially pleased that our team could assist with your early check-in request and keep you informed while we worked to prepare your room. It is also wonderful to know that you appreciated our luggage storage facility and found our location convenient for exploring Kuala Lumpur, with KLCC just a short distance away. We are equally pleased that you found your room well maintained and were satisfied with the cleanliness, Wi-Fi, and overall accommodation. Your kind words are a great encouragement to our team, and we truly appreciate your perfect 10/10 recommendation. Thank you once again for choosing ibis Kuala Lumpur City Centre. We look forward to welcoming you back on your next visit to Kuala Lumpur. Warm regards, **Muntaz Narayani Devi** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohd R., Thank you very much for your outstanding 100/100 review and for your continued loyalty to ibis Kuala Lumpur City Centre. It is truly heartwarming to know that you have chosen to stay with us more than 10 times this year. Your continued trust and support mean a great deal to our entire team, and we are delighted that our cleanliness, friendly atmosphere, facilities and convenient parking continue to make ibis KLCC your preferred choice. We are especially pleased that you enjoyed the recognition as an ALL – Accor Live Limitless Gold member, as well as your welcome drink and dining experience. We also appreciate your support for our sustainability initiatives, particularly our efforts to reduce single-use plastic and move away from bottled mineral water. Thank you for recognising our Reception team and GF Café team as contributors to your positive experience. I will be delighted to share your kind words with them. We are also excited to hear that you are on your journey towards Platinum status! We sincerely appreciate your loyalty and look forward to welcoming you during your many future stays with us. Once again, thank you for making ibis Kuala Lumpur City Centre your home away from home. We look forward to taking even greater care of you on your next visit. Warm regards, Muntaz Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Nur A., Thank you for taking the time to share your feedback following your recent stay at ibis Kuala Lumpur City Centre. I sincerely apologise for the inconvenience caused by the blocked sink and the strong odour coming from the bathroom. I fully understand how these maintenance issues can affect your overall comfort and experience, and I regret that we did not identify and resolve them before your arrival. Please be assured that I have shared your feedback with our Engineering and Housekeeping teams for immediate attention and follow-up. We will also reinforce our room inspection procedures to help prevent similar issues from occurring. As a valued ALL – Accor Live Limitless Gold member, we truly appreciate your continued loyalty and are grateful for your honest feedback, which helps us improve our service. Thank you once again for bringing this to my attention. I hope we will have the opportunity to welcome you back and provide you with a much more comfortable experience. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Shahriman, Thank you for your wonderful feedback following your stay at ibis Kuala Lumpur City Centre. We are delighted to know that you enjoyed our convenient location and found the hotel to be well-functioning and comfortable for your stay. It is especially pleasing to hear that you appreciated the smooth operation of our elevators, TV and hot water facilities, as well as the hassle-free check-in and check-out experience. Your perfect rating for our team is truly appreciated and will be shared with our Heartists as encouragement to continue delivering great service. We are also grateful for your continued support as an ALL – Accor Live Limitless Classic member and for your excellent recommendation score. Thank you once again for choosing ibis Kuala Lumpur City Centre. We look forward to welcoming you and your family back for another pleasant stay. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Nur A., Thank you very much for your wonderful 90/100 rating and for sharing such a heartfelt review of your family getaway at ibis Kuala Lumpur City Centre. I am truly delighted to know that our Front Office team made your arrival and check-in experience warm, welcoming, and seamless. It is also wonderful to hear that the connecting rooms added greater comfort and convenience for your family. I am especially pleased that our rooftop pool and stunning skyline views became the highlight of your stay. Knowing that you and your family enjoyed your time by the pool and the atmosphere means a great deal to us. As a valued ALL – Accor Live Limitless Silver member, we sincerely appreciate your continued support and loyalty. Your kind words are a wonderful encouragement to our Heartists, and I will be delighted to share your compliments with the team. Thank you once again for choosing ibis KLCC. I look forward to welcoming you and your family back for another memorable stay very soon! Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. B., Thank you for taking the time to share your detailed feedback and for rating your overall experience 8/10. We are delighted to know that you enjoyed the well-appointed room, comfortable mattress and pillows, as well as the excellent hot water and shower pressure. We are especially pleased that you appreciated our on-tap drinking water initiative, which is part of our efforts towards a more sustainable stay. It is wonderful to hear your kind words about the gentleman who assisted you during check-in. We will certainly share your appreciation with him and the team. His warm welcome, efficiency and thoughtful attention are exactly the service experience we strive to provide. We also appreciate your constructive comments regarding the availability of a water bottle upon arrival, shower cap, and Wi-Fi connection speed. Your feedback has been noted and will be shared with the relevant teams for further consideration and improvement. Thank you once again for your valuable feedback and for choosing ibis Kuala Lumpur City Centre. We hope to have the pleasure of welcoming you back and providing you with an even more comfortable experience. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohamad F., Thank you for taking the time to share your feedback and for rating your overall experience 8/10. We are pleased to know that you enjoyed our strategic location and had an overall good stay with us. We also appreciate your continued support as an ALL – Accor Live Limitless member. We have noted your feedback regarding the Wi-Fi connection speed and pool experience. Your comments are valuable to us and will be shared with the relevant teams as we continue to improve our facilities and services. Thank you once again for choosing ibis Kuala Lumpur City Centre. We look forward to welcoming you and your friends back for an even better experience. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohd A. B. C. M., Thank you for taking the time to share your valuable feedback and for giving ibis Kuala Lumpur City Centre a wonderful 90/100 rating. We are pleased to know that you enjoyed our **strategic location, cleanliness, comfortable room space and overall services**. We are especially grateful for your excellent ratings for our breakfast, Heartists, Wi-Fi and check-out experience, as well as your 10/10 recommendation. We sincerely appreciate your constructive feedback regarding the **check-in experience and staffing after 1:30pm**. We understand that guests may arrive early and wish to check whether an early check-in is possible. Your suggestion to have additional Front Office support during this period is well noted, and we will review our staffing deployment during peak arrival times to improve efficiency and reduce waiting time. As a valued **ALL – Accor Live Limitless Silver member**, we truly appreciate your continued support and loyalty. Thank you once again for choosing ibis Kuala Lumpur City Centre. We look forward to welcoming you back and providing an even smoother arrival experience on your next visit. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Ahmad S., Thank you for taking the time to share your feedback and for recommending ibis Kuala Lumpur City Centre as a hotel in the centre of Kuala Lumpur. We are delighted to know that you enjoyed your family trip and had a nice overall experience with us. We truly appreciate your excellent ratings, particularly the 100/100 scores for cleanliness, our Heartists, Wi-Fi, check-out experience, and our commitment to sustainability. Your 9/10 recommendation is greatly appreciated and is a wonderful encouragement to our entire team. We are pleased that you chose to stay with us and hope to have the pleasure of welcoming you and your family back to ibis Kuala Lumpur City Centre on your next visit to Kuala Lumpur. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Abdul R., Thank you very much for your 10/10 rating and for sharing such wonderful feedback about your stay with us. We are delighted to know that you enjoyed our convenient location and found it easy to travel around Kuala Lumpur. It is especially encouraging to hear that you were pleased with our hygiene, cleanliness and service, and that you enjoyed your overall experience with us. We have also noted your suggestion regarding providing a prayer mat in the rooms. Your feedback is valuable, and we will share this suggestion with the relevant team for consideration. Thank you once again for recommending ibis Kuala Lumpur City Centre. We look forward to welcoming you and your family again for another excellent stay. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. T., Thank you very much for your excellent 100/100 rating and for taking the time to share your feedback with us. We are delighted to know that you enjoyed your clean and comfortable room and comfortable bed, and that you were fully satisfied with your accommodation, cleanliness, Wi-Fi, arrival and departure experience. We are also pleased to see your 10/10 recommendation and your positive recognition as a valued ALL Accor Gold member. Your kind feedback is a great encouragement to our Heartists. Thank you for choosing ibis Kuala Lumpur City Centre for your business stay. We look forward to welcoming you back for another comfortable and enjoyable experience. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. N., Thank you very much for your excellent 10/10 rating and for sharing such wonderful feedback about your stay at ibis Kuala Lumpur City Centre. We are delighted to know that you enjoyed your clean and comfortable room, convenient location, and the friendly and professional service provided by our Heartists. It is especially encouraging to see that you rated your arrival, accommodation, cleanliness, breakfast, team, departure and ALL Accor recognition highly. We are also pleased that you enjoyed your experience at our Sky Lounge and appreciated our sustainability initiatives. Your kind recommendation and recognition as an ALL Accor member mean a great deal to our team. We will certainly share your compliments with our Heartists as encouragement to continue delivering warm and professional service. Thank you for choosing ibis Kuala Lumpur City Centre for your family stay. We look forward to welcoming you and your family back for another pleasant experience in Kuala Lumpur. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. L., Thank you very much for your wonderful 10/10 rating and for taking the time to share such positive feedback about your stay at ibis Kuala Lumpur City Centre. We are delighted to know that you experienced a smooth and hassle-free stay, from the swift assistance during your arrival to the service provided throughout your visit. We are especially grateful for your kind recognition of our Reservations Team and Ahmad. Your comments about his professionalism, responsiveness and thoughtful gestures are truly appreciated. We will certainly share your compliments with Ahmad and the team, as recognition from our guests is a great source of motivation. It is wonderful to know that these small touches helped turn your stay into an amazing experience. We are also pleased that you enjoyed our accommodation, cleanliness, breakfast, Wi-Fi and overall service. Thank you for choosing ibis Kuala Lumpur City Centre and for being a valued ALL Accor member. We look forward to welcoming you back and creating another memorable stay for you. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Elmer J. L., Thank you for taking the time to share your detailed feedback following your stay with us. We are pleased to know that you found your room relatively clean, enjoyed our **breakfast**, and appreciated the professionalism of **Putra**, particularly during a busy period. We will be sure to share your kind recognition with him. At the same time, we sincerely apologise for the inconveniences you experienced. We regret that the **TV was not functioning**, the **bathroom floor drain occasionally produced an unpleasant odour**, and the **laundry service was not returned within the promised timeframe**. We also apologise for the inconvenience caused by the **room telephone not working**, which required you to come to the Front Office personally. We understand your frustration with the additional waiting time when following up on your laundry. Your comments regarding **Front Office staffing and response time** are well noted, particularly during busy periods. We will review the coordination between Front Office, Housekeeping and Laundry to improve the efficiency of such requests. We also regret the **Wi-Fi interruption on your floor** and understand how inconvenient it was to have to go downstairs to access the service. Our Engineering team will continue to monitor connectivity and room facilities to ensure these issues are addressed promptly. Your feedback is valuable in helping us identify areas requiring improvement. We appreciate your recognition of our Heartists despite these shortcomings and hope to have the opportunity to provide you with a much smoother and more comfortable experience on your next visit. Warm regards, **Muntaz Narayani** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Kum H. K., Thank you for taking the time to share such detailed feedback following your recent stay with us. We sincerely regret that your experience at ibis Kuala Lumpur City Centre did not meet the standards you expected, particularly as a valued ALL Gold member. While we are pleased that our team was able to assist you with a quicker check-in upon arrival, we fully understand your disappointment with the long queues and the overall experience thereafter. We sincerely apologize for the inconvenience caused by the television issue, the in-room telephone not functioning, and, most importantly, your room not being serviced by the time you returned in the afternoon. This is certainly not the level of service we aim to provide. We also regret your disappointment regarding the late check-out request. We understand that this added to an already frustrating experience, and we appreciate your feedback regarding the communication from our Front Office team. We will reinforce the importance of proactively managing guest expectations during periods of high occupancy and communicating any operational limitations clearly. Please be assured that your comments regarding the television, telephone, housekeeping service and check-in process have been shared with the respective departments for follow-up and corrective action. Your feedback is particularly valuable in helping us identify areas where we need to improve our service delivery. We are grateful for your continued loyalty to Accor and for acknowledging the assistance provided by our team during check-in. We sincerely hope to have the opportunity to welcome you back and provide you with the smooth and comfortable stay you originally expected from ibis Kuala Lumpur City Centre. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. P., Thank you for taking the time to share your feedback with us. We sincerely apologise for the confusion and frustration you experienced regarding the RM100 pre-authorisation, the RM35 payment, and the subsequent refund. We understand how concerning it must have been to see the RM100 amount blocked and then have the RM35 charged separately, particularly after you were advised that the release of the pre-authorisation would take only 4–5 hours. The fact that the amount remained pending for 48 hours understandably added to your frustration. Please be assured that we take your feedback seriously. The process and communication surrounding the payment and pre-authorisation should have been explained more clearly, and we regret that this was not handled to your expectations. We are reviewing the circumstances with the relevant team to ensure that our payment procedures and communication are clearer and that appropriate follow-up is provided when a pre-authorisation is released. We are also sorry that your overall experience, including your arrival, departure and interaction with our team, did not meet the standards we aim to provide. As an ALL Accor member, we particularly regret that this experience affected your confidence in your stay with us. We truly appreciate your feedback as it highlights areas where we need to improve. Thank you once again for bringing this matter to our attention, and please accept our sincere apologies. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Norfaeizadiwati D. D., Thank you very much for your wonderful **90/100 rating** and for sharing such a lovely account of your stay with us. I am delighted to know that you enjoyed a **very comfortable stay and experienced great hospitality**. We truly appreciate your understanding regarding the early check-in request, especially during a period of full hotel occupancy. It is wonderful to hear that our Front Office team member, **Shawn**, took the initiative to approach you as soon as a room became available and offered you the option of an earlier check-in on a lower floor. I will certainly share your kind recognition with Shawn and the team. Your words, *“Such a star!”*, will be a wonderful encouragement to him. As one of our valued **ALL Accor Gold members**, we greatly appreciate your continued loyalty and are pleased that our team was able to make your arrival a positive experience despite the hotel's high occupancy. Thank you once again for your kind support and for recommending us. We look forward to welcoming you and your family back to ibis Kuala Lumpur City Centre for another comfortable and memorable stay. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Guest, Thank you for taking the time to share your feedback following your stay with us and for rating your overall experience **7/10**. I am pleased to know that you otherwise had a **comfortable stay**, and that you appreciated our convenient location, cleanliness, and breakfast selection. However, I sincerely apologize for the inconvenience caused by the **Wi-Fi being unavailable for approximately 24 hours**. I fully understand how frustrating this must have been, particularly as it resulted in significant use of your mobile data. Reliable connectivity is an important part of the guest experience, and we regret that we were unable to provide this during your stay. I also appreciate your feedback regarding the **size of the bathroom**. While the room and bathroom dimensions are part of the hotel's existing design, we understand that space and comfort are important considerations for our guests. Your comments regarding the Wi-Fi service will be shared with our relevant team for further review and to help us improve the reliability of our connectivity. Thank you once again for your honest feedback and for choosing ibis Kuala Lumpur City Centre. We hope to have the opportunity to welcome you back and provide you with a smoother experience next time. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Guest, Thank you for taking the time to share your feedback following your business stay with us. I am pleased to know that you found our hotel **well located and good value for money**. At the same time, I sincerely apologize for the inconvenience you experienced with your accommodation, particularly the **room condition, smell, and noise**, which resulted in you having to change rooms after your first night. I understand how disruptive this must have been, especially during a business trip. Your comments regarding room condition and the guest experience have been taken seriously and will be shared with our **Housekeeping and Front Office teams** for further review and improvement. I am also grateful that our team was able to understand your needs and frustration and assist you during your stay. We will continue to work towards providing a smoother and more comfortable experience for all our guests. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back to ibis Kuala Lumpur City Centre and provide you with a more comfortable experience next time. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre