Dear Mr. L., Thank you for taking the time to share such detailed feedback following your recent business stay with us. I am pleased to know that you appreciated our convenient location and that our Front Desk team was able to assist you efficiently during a busy period. I also appreciate your positive comments regarding the variety of our Kampung Kitchen buffet offerings. At the same time, I sincerely apologize for the shortcomings you experienced with the condition and comfort of your room. I have taken note of your comments regarding the stains on the walls, the bed comfort, limited power access at the working desk, and the noise from doors during the night. Your feedback will be shared with our Housekeeping and relevant operational teams for review and follow-up. I am also concerned by your feedback regarding the quality of the watermelon served at breakfast. While we cannot establish the cause of the fruit condition from the information provided, we take food quality very seriously and will share your comments with our Food & Beverage team for review of our quality-control and food-handling procedures. Your comments regarding the satay counter and the approachability of the chef have also been noted. We will share this feedback with our Food & Beverage team to reinforce the importance of attentive and welcoming service. I also appreciate your feedback regarding ALL member recognition and your suggestion for a more welcoming arrival experience. These are valuable points for us to consider as we continue improving our guest experience. We sincerely regret that your overall stay did not meet your expectations, and we appreciate your honest feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable and enjoyable experience. Warm regards, **Muntaz Narayani A. Rajakopal** **Guest Experience Manager** **ibis Kuala Lumpur City Centre**

Dear Ms. Li, Thank you for taking the time to share your detailed feedback following your recent stay with us. I sincerely apologize for the discomfort caused by the mouldy smell from the air-conditioning and for the cleanliness concerns you experienced. We understand how unpleasant this can be and appreciate you bringing it to our attention. I will share your feedback with our Housekeeping and Engineering teams for further review and appropriate follow-up. I have also taken note of your comments regarding the room facilities, including the TV channels, as well as the room key-card arrangement during a busy period and the narrow parking area. Your feedback is valuable in helping us identify areas where we can improve the guest experience. At the same time, I am pleased to know that you appreciated our sustainability initiatives, particularly the use of paper packaging for the toothbrush and our efforts to reduce single-use plastic items. We regret that your overall experience did not meet your expectations, and we sincerely appreciate your honest feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable and pleasant stay. Warm regards, **Muntaz Narayani A. Rajakopal** **Guest Experience Manager** **ibis Kuala Lumpur City Centre**

Dear Mr. C., Thank you very much for taking the time to share your excellent feedback following your recent business stay with us. I am delighted to know that you enjoyed our convenient location and that you had a perfect experience across your accommodation, cleanliness, our team, check-in and check-out, Wi-Fi, and our sustainability efforts. Your 10/10 recommendation is truly appreciated and is a great encouragement to our entire team. We are grateful for your support and look forward to welcoming you 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 Ms. j., Thank you for taking the time to share your positive feedback following your recent stay with us. I am delighted to know that you enjoyed our convenient location, comfortable beds, and excellent shower pressure. It is also wonderful to see that you had a smooth check-out experience and appreciated our Wi-Fi and sustainability efforts. I am sorry that the pool was closed due to the rain during your stay. As the pool is located on our rooftop, its operation may be affected by weather conditions for the safety and comfort of our guests. We truly appreciate your understanding. Thank you as well for your continued support as an ALL Accor Silver member and for recommending us to others. We look forward to welcoming you and your family back to ibis Kuala Lumpur City Centre for another comfortable stay. Warm regards, **Muntaz Narayani A. Rajakopal** **Guest Experience Manager** **ibis Kuala Lumpur City Centre**

Dear Ms. L., Thank you for taking the time to share your detailed feedback regarding your recent stay with us. Please accept my sincere apologies for the inconvenience and distress caused by the payment issue during your stay. I fully understand how receiving multiple calls while you were attending an event could have been frustrating and concerning, particularly when you were not aware of the reason for the calls at the time. We regret that the payment process did not go as smoothly as expected and that the communication regarding the transaction was not handled in a more appropriate and considerate manner. We also acknowledge your feedback regarding the room lightbulb and the overall service experience. Your comments have been taken seriously, and I will share them with our Front Office and relevant teams for review, particularly regarding payment handling, communication with guests, and the appropriate follow-up process when a payment issue occurs. We sincerely value your previous positive experiences with ibis and regret that this stay did not meet the standard you expected from us. Thank you for bringing these matters to our attention, as your feedback gives us an opportunity to improve our processes and service delivery. I hope we will have the opportunity to regain your confidence and provide you with a much smoother experience on a future visit. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. L., Thank you for taking the time to share such detailed feedback regarding your recent stay with us. I sincerely apologise for the inconvenience and frustration you experienced, particularly with the Wi-Fi disruption and the time taken to resolve the issue. I understand your disappointment after reporting the Wi-Fi problem several times and having to wait for an extended period before the issue was addressed. We also regret that the connection was only restored temporarily, which resulted in you having to request a room change. I am equally sorry that the replacement room did not meet our expected standards, including the condition of the mug and glass bottle and the cracked bedside table. Your feedback regarding the hand towels and your concern about the room change being perceived as a downgrade have also been noted. Please be assured that your comments have been taken seriously. I will share your feedback with our Front Office, Engineering and Housekeeping teams so that we can review the handling of such incidents, the follow-up process, and the room inspection procedures before assigning replacement rooms. We truly appreciate your recognition of our sustainability initiatives, booking experience, check-in and check-out processes, and your continued support as an ALL member. Despite the difficulties you encountered, we are grateful that you would still consider recommending us. Thank you again for bringing these matters to our attention. Your feedback provides us with an important opportunity to improve our service recovery and overall guest experience. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Kai L., Thank you for sharing your feedback following your recent stay with us. We are truly sorry to hear that you found the bed and mattress extremely uncomfortable and that the lumpy mattress affected your sleep and caused you back discomfort. We understand how important a comfortable bed is, particularly during a business trip, and we sincerely apologize that we did not provide the restful stay you expected. Your feedback regarding the mattress condition has been noted seriously, and we will highlight this with our relevant team for inspection and follow-up. We also appreciate your comments regarding the Wi-Fi connection speed, which will be shared with the appropriate team for further review. Thank you as well for your positive ratings for our cleanliness and team service. We hope to have the opportunity to welcome you again and provide a much more comfortable experience. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Nur H., Thank you for sharing your feedback and for your wonderful comments about our team. We are especially delighted to know that our colleagues remembered you and made you feel welcomed during your stay. Your kind recognition of the team, reflected in your 100/100 rating, truly means a lot to us. We are, however, sorry to hear that the absence of teh tarik at breakfast was a disappointment. We completely understand how this local favourite can be an important part of enjoying a Malaysian breakfast, and we have shared your feedback with our Food & Beverage team for their consideration. Thank you once again for your continued support as an ALL Accor member. We look forward to welcoming you back to ibis Kuala Lumpur City Centre and hopefully making your next breakfast experience even more enjoyable. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr Tiong, Thank you for taking the time to share your feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you had an above-average experience and appreciated our convenient location. We also appreciate your positive ratings for our arrival and check-in, accommodation, cleanliness, breakfast, team, check-out, Wi-Fi, and sustainability efforts. At the same time, we sincerely apologize for the inconvenience caused by the television not functioning during your stay. We understand that being unable to use the TV at all can be disappointing, and we regret that this affected your overall experience. Your feedback will be shared with our Engineering and relevant operational teams for follow-up and preventive checks. Thank you again for highlighting this matter and for your 7/10 recommendation. Your feedback is valuable in helping us identify areas where we can improve, and we hope to welcome you back for a more comfortable and enjoyable stay. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis K

Dear Mr Syed, Thank you for taking the time to share your detailed feedback following your stay at ibis Kuala Lumpur City Centre. We sincerely apologize that your overall experience did not meet your expectations, particularly during the arrival and booking process. We understand how frustrating it must have been when our Reception and Reservations teams were unable to locate your booking immediately and when there was confusion regarding the payment information. We regret the inconvenience and confusion caused. As our reservations are processed based on the booker's name and payment arrangements are required to be finalized by our Reservations team, we acknowledge that the information provided to you should have been clearer and more consistent. We are also sorry that your previous emails to our management team did not receive a response and that our hotel email was undelivered. We understand how disappointing this must have been, particularly as you were seeking assistance regarding your experience. Should you wish to follow up with us directly, please feel free to contact our hotel team at H8…, and we will be pleased to assist you further. As an ALL Platinum member, we also regret that the recognition you received did not meet your expectations. Your feedback regarding the welcome drink is well noted. As ibis is a four-star economy brand, our welcome drink offering has a limited selection; however, we are sorry that the available options fell below your expectations, and we appreciate you sharing this with us. We have also taken note of your comments regarding the high occupancy of the hotel, the room condition, Wi-Fi speed, and your dining experience at the Level 31 Lounge. We regret that the limited à la carte selection and food quality did not meet your expectations, and your feedback will be shared with the relevant teams for consideration. On a positive note, we are pleased that you appreciated our convenient location and found the room spacious. We truly value your feedback, particularly as an ALL Platinum member, and recognize that there are several areas where we need to improve the consistency of our service. Thank you again for bringing these matters to our attention. Please accept our sincere apologies for the shortcomings you experienced. We hope to have the opportunity to restore your confidence and provide you and your family with a smoother and more attentive experience on a future visit. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr A., Thank you for taking the time to share your feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you appreciated our convenient location within walking distance of KLCC and nearby entertainment options, and that you found our team helpful during your stay. However, we sincerely apologize for the inconvenience caused by the issues you experienced with the hotel telephone, shower, and television. We understand how frustrating it must have been to encounter several facility-related problems and to require repeated assistance from our Housekeeping team to have them addressed. This is certainly not the experience we would wish for our guests. Your feedback has been noted and will be shared with our Housekeeping and Engineering teams for a thorough review of the affected facilities and to strengthen our preventive maintenance checks. We also acknowledge your comments regarding the overall accommodation experience. Thank you again for bringing these concerns to our attention. We value your feedback and hope to have the opportunity to provide you with a smoother and more comfortable stay on a future visit. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr Ashraf, Thank you for taking the time to share your detailed feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you had a generally positive experience and appreciated the convenient check-in and check-out process, as well as the friendly and helpful assistance provided by our team. We are also glad that you enjoyed your high-floor room, including the pleasant partial view of the Twin Towers, and found the room clean and reasonably comfortable. At the same time, we sincerely apologize for the areas where we fell short of your expectations. We are particularly sorry that you did not receive the recognition and welcome drink associated with your ALL Platinum status. We fully understand your disappointment, and your feedback will be shared with our Front Office and Guest Experience teams to reinforce the importance of recognizing and delivering the appropriate ALL member benefits consistently. We also regret the inconvenience caused by the air-conditioning. We understand how important a comfortable room temperature is, particularly in Kuala Lumpur's warm and humid climate. Your comments regarding the temperature limitation will be shared with our Engineering team for review. We have also taken note of your feedback regarding the reception area's appearance and the minor dust observed on the shelves and kettle. These comments will be shared with the relevant teams for further attention and improvement. We truly appreciate your positive comments on our team, Wi-Fi, sustainability efforts and water filtration system. As an ALL Platinum member, your feedback is especially valuable to us, and we hope to have the opportunity to provide you with a more consistent and rewarding experience on your next visit. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohd K., Thank you for taking the time to share your feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you had an overall good experience and that you were satisfied with several aspects of your stay. We truly appreciate your positive feedback and your 8/10 rating. We sincerely apologize for the inconvenience caused by the missing laundry bag and the dustbin that had not been emptied. We understand that these are basic housekeeping details that should have been properly checked before and during your stay. Your feedback has been shared with our Housekeeping team to reinforce our room inspection and servicing standards. We also appreciate your comments regarding the limited parking space. As our parking capacity can be limited, particularly during busy periods, we understand the inconvenience this may cause and appreciate your understanding. Additionally, we have noted your feedback regarding Wi-Fi connection stability and will share this with the relevant team for review. Thank you once again for your constructive feedback. We value your comments and hope to have the pleasure of welcoming you back for an even more comfortable and seamless stay. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ritin, Thank you for taking the time to share your detailed feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you appreciated our central location and its convenience for exploring Kuala Lumpur. However, we sincerely regret that several aspects of your experience, particularly our service and overall hospitality, did not meet your expectations. We are sorry to hear that our team did not come across as sufficiently welcoming, cooperative, or responsive during your stay. We understand that genuine hospitality and attentive service are essential to a positive hotel experience, and we take your comments regarding staff attitude and communication seriously. We also acknowledge your feedback regarding the check-out experience and Wi-Fi connection speed. Your comments have been shared with the relevant operational teams for review, particularly to look into our service responsiveness and the guest experience during departure, as well as the reported connectivity concerns. Your feedback is valuable in helping us identify areas where we need to improve. We will continue reinforcing our service standards and the importance of being attentive, approachable, and responsive to our guests throughout their stay. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable and positive experience. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Jacqueline, Thank you for taking the time to share your detailed feedback following your stay at ibis Kuala Lumpur City Centre. We are pleased to know that you found your room clean and comfortable, and that you enjoyed our convenient location. We also appreciate your positive ratings for the accommodation, WiFi, and check-out experience. At the same time, we sincerely apologize that your interaction with our Front Office team did not meet your expectations. We are sorry to hear that some of our team members appeared less friendly and accommodating, and that communication in English was at times challenging. We understand how important a warm welcome, clear communication, and attentive service are, particularly during arrival and check-in. Your feedback has been shared with our Front Office management team for review. We will reinforce the importance of being approachable, welcoming, and attentive to every guest, while also continuing to strengthen our communication skills and service standards. As a valued ALL Gold member, we especially appreciate your loyalty and regret that your arrival experience did not reflect the level of hospitality we strive to provide. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide you with a smoother and more enjoyable experience from arrival to departure. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohd E. T., Thank you for taking the time to share your wonderful feedback and for awarding ibis Kuala Lumpur City Centre a perfect score of 100/100. We are delighted to know that you enjoyed our convenient location and appreciated the friendliness and service provided by our team. Your kind words are a great encouragement to all of us. As a valued ALL Accor Platinum member, we sincerely appreciate your continued loyalty and support. We are especially pleased to know that you enjoyed your overall stay, including our accommodation, cleanliness, breakfast selection, and facilities. We look forward to welcoming you and your friends back to ibis Kuala Lumpur City Centre for another pleasant and memorable stay. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Mohd F. R., Thank you so much for your wonderful review and for sharing your experience with us. It is truly heartening to know that you had such a pleasant and comfortable stay at ibis Kuala Lumpur City Centre. We are delighted that you enjoyed our convenient location, clean and well-maintained rooms, breakfast selection, and the service provided by our team. Knowing that all our staff contributed to making your stay enjoyable means a great deal to us. We also sincerely appreciate your kind recognition of our sustainability efforts. It is wonderful to hear that these initiatives, including our water filtration system and efforts to reduce single-use plastics, made a positive impression during your stay. Thank you once again for your generous feedback and for considering us for your future visits to Kuala Lumpur. We will be very happy to welcome you back and create another enjoyable experience for you. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Haja M., Thank you for taking the time to share your detailed feedback following your recent stay at ibis Kuala Lumpur City Centre. We sincerely apologise that your experience did not meet our service standards, particularly regarding the room servicing and replenishment of shower gel. We fully understand how frustrating it must have been to return to your room expecting the requested amenities to have been replenished and find that the shower gel had still not been topped up. Please be assured that your feedback regarding the room servicing, shower gel replenishment, and condition of the towels has been shared with our Housekeeping team for immediate review and follow-up. We will reinforce the importance of checking all bathroom amenities and ensuring that guest requests are properly completed before closing the service request. For clarity, our housekeeping service operates from **9:00 AM to 9:00 PM**. We regret that, despite your request during this service period, the replenishment of the shower gel was missed. We are also sorry to hear about your comments regarding the towels and will have this aspect reviewed with our Housekeeping team to ensure that our linen standards are consistently maintained. We appreciate your continued support as an ALL – Accor Live Limitless Classic member, and we are grateful that you also shared your feedback regarding the Wi-Fi connection speed. Your comments are valuable in helping us identify areas requiring improvement. Please accept our sincere apologies for the shortcomings you experienced. We hope to have the opportunity to welcome you again and provide you with the attentive and comfortable stay you should expect from us. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Zhe Y. L., Thank you for taking the time to share your feedback with us. We are sorry to learn that your recent stay did not meet your expectations, particularly with regard to the check-in experience and the condition of the room. We sincerely apologize for the long queue at reception. We understand how frustrating it can be to wait after arriving at the hotel, especially during busy periods. Your suggestion to open additional counters when there is a high volume of arrivals is well noted, and we will share this with our Front Office team. We are also sorry about the unpleasant odour from the toilet and the cigarette smell you experienced in the lobby. We understand that these issues can have a significant impact on your comfort, and we will highlight your feedback to the relevant teams for closer attention. We also appreciate your comments regarding the Wi-Fi connection and ease of access. Feedback such as yours helps us identify areas where we can do better. Thank you again for being open with us. We hope that you will give us another opportunity to provide you with a smoother and more comfortable experience in the future. Warm regards, Muntaz Narayani Devi Guest Experience Manager ibis Kuala Lumpur City Centre