Dear Ms. Jinli, Thank you for taking the time to share your feedback following your stay at ibis Kuala Lumpur City Centre. We sincerely regret the disappointment regarding the room view and your expectation of a higher-floor room. We understand that the view of the infinity pool together with the Petronas Twin Towers was an important part of your expectations. While our room views can vary depending on the room category, floor and availability, we are sorry that the room allocated to you on the 12th floor did not provide the view you had anticipated. We have also taken note of your comments regarding the breakfast selection, ease of access and waiting time at check-in. Your feedback is valuable and will be shared with the relevant teams as we continue to improve our guest experience. We are pleased to know that you found the accommodation and cleanliness satisfactory, and that you had a positive experience with our sustainable food initiatives. We also appreciate your perfect rating for the departure experience. We hope to have the opportunity to welcome you again and provide a more enjoyable stay with a room that better meets your expectations. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Chelemeng B., Thank you for your wonderful 10/10 review and for sharing your positive experience with us. We are delighted to know that you enjoyed both our convenient location and your overall stay, and that you found your experience comfortable and enjoyable. It is especially rewarding to see your perfect ratings across all areas, including cleanliness, accommodation, breakfast, our Heartists, Wi-Fi, gym facilities, and our sustainability initiatives. Your 10/10 recommendation is a great encouragement to our entire team. We are grateful that you chose ibis Kuala Lumpur City Centre for your stay with friends and look forward to welcoming you back for another excellent experience in Kuala Lumpur. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Jia H. L., Thank you very much for your perfect 100/100 rating and for sharing such wonderful feedback. I’m delighted to know that you enjoyed our excellent location, clean and comfortable accommodation, complete facilities and service. It is especially encouraging to see that you rated your check-in, accommodation, cleanliness, WiFi, team service and overall experience so highly. Thank you also for recognising our Front Office team for their contribution to your stay. I will be very happy to share your appreciation with the team as it is a wonderful encouragement for them. We truly appreciate your recommendation and look forward to welcoming you back to ibis Kuala Lumpur City Centre on your next visit to Kuala Lumpur. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Yan L., Thank you very much for taking the time to share your feedback and for rating your overall experience 80/100. I’m pleased to know that you appreciated our convenient location, comprehensive facilities, cleanliness and service during your family stay. It is also wonderful to see that you rated our check-out, WiFi, sustainability initiatives, lunch and treatment experience highly, and that you would recommend ibis Kuala Lumpur City Centre to your friends and family. Your positive feedback is greatly appreciated and serves as encouragement to our entire team. We hope to have the pleasure of welcoming you and your family back again for an even more enjoyable stay. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Xiao Z., Thank you very much for your perfect 100/100 rating and for sharing your wonderful feedback with us. We are delighted to know that you were pleased with our convenient location and that our team was able to assist you promptly whenever you had a request. It is especially rewarding to know that you enjoyed all aspects of your stay, including your accommodation, cleanliness, breakfast, Wi-Fi and the service provided by our Heartists. Your kind recognition is a great encouragement to the entire team. Thank you for recommending ibis Kuala Lumpur City Centre. We truly appreciate your support and look forward to welcoming you and your partner back for another excellent stay. Warm regards, Muntaz Guest Experience Manager

Dear Mr. Yang, Thank you for taking the time to share your honest feedback following your recent stay with us. We sincerely appreciate your continued support as a returning guest. I am sorry to learn that this stay did not meet your expectations. We understand your concerns regarding the room size, value for money, breakfast variety and the condition of the noodle station. We also take note of your comment regarding the room feeling enclosed and lacking sufficient ventilation. Your feedback regarding breakfast, particularly the limited variety and the broken noodles in the noodle station, has been shared with our Food & Beverage team for review and improvement. We will also highlight your comments regarding room comfort with the relevant team. We are particularly disappointed to hear that your experience has left you feeling that you may not return. As you have stayed with us several times, your feedback is especially important to us, and we hope we can regain your confidence in a future visit. Thank you once again for helping us identify where we need to improve. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Y., Thank you very much for staying with us and for taking the time to share your detailed feedback. We are delighted to know that our great location, complete facilities, service and value for money exceeded your expectations. We are also pleased that you enjoyed your overall experience and rated your likelihood to recommend us 9/10. We sincerely appreciate your positive feedback on our team, accommodation and check-in and check-out experience. At the same time, we apologise for the cleanliness oversights you encountered, particularly the dust around the tea and kettle cabinet and the stains in the shower area. We have noted your comments and will reinforce our housekeeping checks, with particular attention to areas that require regular deep cleaning. We also appreciate your feedback regarding the Wi-Fi connection speed and will share this with the relevant team for further review. Thank you once again for your valuable feedback and for recognising our sustainability efforts with a 100/100 rating. We hope to welcome you and your family back to ibis Kuala Lumpur City Centre and provide an even better experience on your next visit. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Changhe P., Thank you for taking the time to share your feedback and for rating your overall experience **90/100**. I am pleased to know that you found our team friendly and helpful. However, I sincerely apologise for the inconvenience caused by the **Wi-Fi interruptions, faulty in-room telephone, and housekeeping items not being replenished consistently**. I fully understand your concern, especially as you had reported the telephone issue several times. Your comment that guest concerns should be resolved more promptly is well taken. I have shared your feedback with the relevant departments for immediate follow-up and improvement. Thank you also for recognising our Heartists. Your feedback helps me identify where we are performing well and, more importantly, where we need to improve. I hope we will have the opportunity to welcome you again and provide you with a much smoother experience. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

**Dear Mr. Jun W.,** Thank you very much for your wonderful **100/100 rating** and for sharing your positive experience with us. I am delighted to know that you enjoyed our **convenient location, comfortable stay and generous breakfast selection**. We are especially pleased that you found the **power sockets suitable for your needs** and appreciated this thoughtful convenience during your stay. Thank you also for recognising our **Front Office team**. Your kind appreciation is greatly valued and will certainly be shared with the team as encouragement for them to continue providing attentive and welcoming service. It is wonderful to know that you would recommend us with a **10/10 rating**. Thank you for choosing ibis Kuala Lumpur City Centre, and we sincerely look forward to welcoming you again on your next visit to Kuala Lumpur. **Warm regards,** **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr./Ms. L., Thank you for taking the time to share your feedback with us and for recognising our convenient location and friendly service. We are pleased to know that you had a generally satisfactory stay and were happy with your arrival, our Heartist service, breakfast, check-out and Wi-Fi. However, we sincerely apologise for the unpleasant drainage odour you experienced during your stay. We fully understand how uncomfortable this can be and regret that it affected your overall impression of the hotel. Your feedback has been shared with our Housekeeping and Engineering teams for further investigation and appropriate corrective action, particularly to identify the source of the odour and prevent a recurrence. Thank you for bringing this matter to our attention. We hope to have the opportunity to welcome you again and provide you with a more comfortable and pleasant stay. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. H., Thank you for your wonderful feedback and for rating your stay with us so highly. We are delighted to know that you enjoyed our convenient location and friendly service, and that you were satisfied with your room, cleanliness, breakfast, Wi-Fi, pool and overall experience. We are especially pleased to see your positive recognition of our sustainability initiatives. Your kind feedback is a great encouragement to our Heartists, and we truly appreciate you choosing ibis Kuala Lumpur City Centre for your family stay. We hope to have the pleasure of welcoming you and your family back to Kuala Lumpur again soon. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Jie F., Thank you for sharing your feedback with us. We sincerely apologise that your stay did not meet your expectations, particularly regarding the room amenities and availability of towels and drinking water. We regret the inconvenience caused by these omissions. Your comments have been shared with our Housekeeping and Front Office teams to reinforce the importance of ensuring that essential room amenities are properly checked and replenished before guests' arrival. We also apologise that you did not receive the expected Chinese-language assistance during check-in. We understand the importance of clear communication and will continue to strengthen our support for our Chinese-speaking guests. We appreciate your feedback regarding the room facilities and service experience. Your comments are valuable in helping us identify areas where we can improve our service delivery and provide a more consistent guest experience. We hope you will give us another opportunity to welcome you and provide you with a more comfortable and satisfactory stay. Warm regards, Muntaz Narayani Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Guest, Thank you for taking the time to share your detailed feedback. I sincerely apologize that your overall experience at ibis Kuala Lumpur City Centre fell so far short of your expectations. I am particularly sorry to hear about the **room odour, cleanliness, limited bathroom supplies, and the service you experienced when requesting assistance with your meal**. I understand that you were feeling unwell at the time, and I regret that your request was not handled with the level of care, patience, and courtesy you should have received. I am also concerned by your feedback regarding the **telephone interaction and the call being disconnected**. Regardless of the circumstances, our team should always communicate respectfully and make every reasonable effort to assist our guests. I will be raising this feedback with the relevant department for review and coaching. Your comments regarding the **breakfast experience and request for takeaway food** are also noted. We understand that guests may have different needs, and our team should communicate our policies clearly while still demonstrating empathy and looking for appropriate solutions whenever possible. I have also taken note of your comments regarding **Chinese-language assistance**. Kuala Lumpur welcomes many Chinese-speaking travellers, and we will continue to explore ways to better support guests with different language needs. Please accept my sincere apologies for the inconvenience and disappointment caused. Your feedback has highlighted several areas where we need to improve, particularly in **housekeeping standards, service attitude, communication, and guest care**. Thank you again for bringing these matters to our attention. I sincerely hope we will have the opportunity to restore your confidence in ibis Kuala Lumpur City Centre in the future. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Heng C., Thank you for taking the time to share your feedback following your business stay with us. I am pleased to know that you appreciated our **convenient location**, and that you found the room, cleanliness, check-in, check-out, and Wi-Fi satisfactory. I also appreciate your honest comments regarding our **breakfast selection and service during busy periods**. I understand that having more variety and maintaining efficient service when the restaurant is busy are important to the overall guest experience. Your feedback has been noted and will be shared with our Food & Beverage team as part of our ongoing improvement efforts. We also appreciate your comments regarding the size of our **swimming pool and lobby**. While these are part of the hotel's existing design, your feedback helps us better understand our guests' expectations. 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 an improved experience on your next visit. Warm regards, **Muntaz Narayani A. Rajakopal** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Jiayi Y., Thank you for taking the time to share your feedback following your recent stay at ibis Kuala Lumpur City Centre. We sincerely regret that your stay did not meet your expectations. Please accept our apologies for the inconvenience you experienced. We are sorry to learn that the soundproofing affected your comfort and that you found the room facilities too basic for your preference. We also apologize for the continuous water-flow noise from the toilet, which undoubtedly disrupted your rest. This is not the experience we aim to provide, and your feedback has been shared with our Engineering team for immediate inspection and corrective action. We appreciate your comments regarding our sustainability initiatives. While we are committed to reducing our environmental impact through eco-friendly practices, we understand that guest comfort must always remain a priority. Your feedback helps us strike a better balance between sustainability and the overall guest experience. Thank you once again for your valuable feedback. We truly appreciate your comments as they help us improve our facilities and services. We hope to have the opportunity to welcome you back in the future and provide you with a much more comfortable and enjoyable stay. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Hui G., Thank you for taking the time to share your detailed feedback and for rating your stay 90/100 following your recent business trip to ibis Kuala Lumpur City Centre. We are delighted to know that you enjoyed our convenient location, with easy walking access to the Petronas Twin Towers, nearby shops, restaurants, and transportation. It is also rewarding to hear that our Heartists, especially our Front Office team and colleagues who assisted you during your stay, were courteous, responsive, and helpful whenever possible. Your kind recognition will certainly be shared with them. At the same time, we sincerely apologize for the shortcomings you experienced regarding the condition of the towels and the cleanliness of the duvet. Please rest assured that your comments have been shared with our Housekeeping team for immediate review and corrective action. We are committed to maintaining the highest standards of cleanliness and comfort for our guests. We also appreciate your suggestion regarding our breakfast selection. Your feedback about offering a wider variety of Western breakfast options has been shared with our Culinary team for consideration as we continuously enhance our dining experience. Thank you once again for your valuable feedback and your encouragement. We truly appreciate your support and look forward to welcoming you back to ibis Kuala Lumpur City Centre for an even better stay in the future. Warm regards, Muntaz Narayani A. Rajakopal Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Mr. Gaowei W., Thank you for taking the time to share your wonderful feedback following your family stay at ibis Kuala Lumpur City Centre. We are delighted to know that you enjoyed our convenient location close to the Petronas Twin Towers and the many dining options nearby. It is also pleasing to hear that you found your room clean and comfortable, allowing you to rest well, and that you enjoyed the cleanliness of our swimming pool. Your positive comments about our team, accommodation, and overall experience are greatly appreciated and will be shared with our Heartists as encouragement to continue delivering excellent service. Thank you once again for choosing to stay with us. We look forward to welcoming you and your family back for another pleasant stay in Kuala Lumpur. Warm regards, **Muntaz Narayani Devi** Guest Experience Manager ibis Kuala Lumpur City Centre

Dear Ms. Huiling y., Thank you for choosing ibis Kuala Lumpur City Centre and for taking the time to share your feedback following your recent family stay. We are pleased to know that you were satisfied with the cleanliness of your room and that you had an overall positive stay with us. We also appreciate your constructive comments regarding our location, check-in process, and Wi-Fi speed. We understand your disappointment about having to wait until the standard check-in time of 3:00 PM. While we always do our best to accommodate early arrivals whenever rooms are available, this is subject to occupancy and the completion of housekeeping to ensure every room meets our cleanliness standards. We apologize if this caused any inconvenience during your arrival. We also appreciate your feedback regarding the distance from the MRT station and the Wi-Fi connection speed. Your comments have been shared with the relevant teams as we continuously work to improve our guests' experience. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you and your family back to ibis Kuala Lumpur City Centre for an even better stay in the future. Warm regards, **Muntaz Narayani Devi** Guest Experience Manager ibis Kuala Lumpur City Centre