Dear Valued Guest, Terima kasih ya, Pak, sudah meluangkan waktu untuk menyampaikan feedback kepada kami. Saya pribadi memohon maaf atas ketidaknyamanan yang Bapak dan keluarga alami selama menginap di Pullman Ciawi Vimala Hills. Terkait masukan Bapak, ada beberapa hal yang akan menjadi perhatian dan evaluasi kami bersama tim: Proses check-in saat peak season: Kami akan mengevaluasi pengaturan jumlah petugas check-in pada periode ramai agar antrean dapat diminimalkan dan tamu bisa mendapatkan pelayanan yang lebih nyaman. Pencatatan dan tindak lanjut request tamu: Kami akan mengingatkan kembali tim terkait agar setiap permintaan tamu yang sudah dicatat dapat ditindaklanjuti dengan baik. Kami mohon maaf karena permintaan sajadah di setiap kamar yang sudah Bapak sampaikan saat check-in, bahkan telah diingatkan kembali kepada petugas, ternyata belum terpenuhi hingga malam hari. Kebersihan dan keamanan kamar: Kami akan memberikan perhatian khusus pada proses pembersihan serta pemeriksaan karpet kamar. Kami sangat menyesalkan temuan jarum di karpet kamar Bapak, terlebih karena ada anak kecil yang berpotensi terkena benda tersebut. Syukurlah tidak sampai terjadi hal yang tidak diinginkan. Masukan ini akan kami tindak lanjuti secara serius bersama tim Housekeeping untuk memastikan pemeriksaan kamar dilakukan lebih teliti. Sekali lagi, mohon maaf ya, Pak, atas pengalaman yang kurang nyaman ini. Terima kasih sudah mengingatkan kami melalui feedback yang sangat berarti. Kami akan menjadikan masukan Bapak sebagai bahan evaluasi agar pelayanan, kebersihan, dan keamanan kamar kami bisa lebih baik ke depannya. Semoga kami berkesempatan menyambut Bapak dan keluarga kembali dengan pengalaman menginap yang jauh lebih nyaman dan menyenangkan. Salam hangat, Yosua Guest Experience Manager Pullman Ciawi Vimala Hills

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Pullman Ciawi Vimala Hills Resort Spa & Convention. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Yosua Siregar Guest Experience Manager

Dear Valued Guest, Perkenalkan ibu saya dengan Yosua dari Pullman Ciawi Vimala Hills. Ibu izin dan terima kasih sebelumnya ya Bu, sudah meluangkan waktu untuk menyampaikan feedback kepada kami, saya pribadi memohon maaf atas pengalaman menginap Ibu yang kali ini belum sesuai dengan harapan, terutama terkait benefit member ALL Accor Gold yang seharusnya bisa memberikan pengalaman lebih baik dan berkesan. Saya memahami kekecewaan Ibu, terlebih Ibu sudah memiliki banyak pengalaman menginap di berbagai hotel Accor. Masukan Ibu menjadi perhatian kami dan akan kami tindak lanjuti bersama tim terkait, khususnya dalam beberapa hal berikut: - Late check-out : Kami akan mengevaluasi kembali cara tim menangani permintaan late check-out agar lebih baik dan tetap mempertimbangkan benefit member serta kondisi ketersediaan kamar. - Welcome amenity: Kami sudah setup didalam kamar ibu 7603 namun kami akan meninjau kembali penyediaan welcome amenity agar member merasa lebih disambut dan mendapatkan pengalaman yang lebih personal. - Member recognition: Kami akan mengingatkan dan memperkuat awareness tim agar lebih memahami pentingnya memberikan perhatian khusus kepada member ALL Accor, sehingga Ibu tidak merasa mendapatkan perlakuan yang sama seperti tamu reguler. - Konsistensi pelayanan: Kami akan melakukan evaluasi bersama tim terkait agar pelayanan yang diberikan bisa lebih konsisten dan sesuai dengan ekspektasi member kami. Sekali lagi, saya mohon maaf ya, Bu, atas ketidaknyamanan yang Ibu rasakan. Terima kasih sudah menyampaikan hal ini secara terbuka kepada kami. Feedback Ibu sangat berarti untuk membantu kami memperbaiki pelayanan ke depannya. Semoga pada kunjungan berikutnya, kami bisa memberikan pengalaman menginap yang jauh lebih baik dan dapat memberikan ibu service recovery dari apa yang didapatkan sebelumnya. Salam hangat, Yosua Guest Experience Manager Pullman Ciawi Vimala Hills

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Pullman Ciawi Vimala Hills Resort Spa & Convention. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Yosua Siregar Guest Experience Manager

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Pullman Ciawi Vimala Hills Resort Spa & Convention. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Yosua Siregar Guest Experience Manager

Dear Tasha L. A., Thank you very much for sharing your wonderful review. We are delighted to know that you enjoyed the spacious and green surroundings of our resort, as well as the various outdoor activities and facilities for your family. It is also heartwarming to hear that you found your room comfortable, enjoyed our breakfast selection, and received warm and helpful service from our team, especially Ms. Putri. We will certainly share your kind appreciation with her and the team. We truly appreciate your recommendation and look forward to welcoming you and your family back to Pullman Ciawi Vimala Hills for another memorable stay. Warm regards, Best regards, Yosua Siregar Guest Experience Manager

Dear Mr. Zaky Warm greetings from Pullman Ciawi Vimala Hills. Thank you very much for taking the time to share such a heartfelt and detailed review following your second stay with us. Reading your words truly means a lot to our entire team, especially knowing that your return visit was once again able to create such memorable moments for you and your family. We are delighted to know that your experience in our Presidential Villa exceeded your expectations and that the service from our Butler team helped make your stay feel effortless, personal, and special. I will certainly share your kind recognition with Mas Rangga, Mas Gustian, Mas Pian, and Mba Virna, as well as the entire Butler team. I am sure your words will mean a great deal to them. It is also wonderful to hear that the thoughtful touches throughout your stay, from the movie night treats and tram tour to the archery activity, added something meaningful to your family experience. These are exactly the kind of moments we hope to create for our guests beyond simply providing a beautiful place to stay. Most importantly, we are grateful that our team was able to respond promptly when your child had the unfortunate incident during the stay. As a family resort, the safety and well-being of our guests will always be of the utmost importance to us. We are glad that our team could be there when you needed us most. I am also very happy to know that you enjoyed your breakfast experiences and that the private dining room provided the peaceful and comfortable setting you could enjoy with your family. Mr. Zaky, thank you once again for your trust in choosing Pullman Ciawi Vimala Hills for your family getaway, and for allowing us to be part of these special moments. Your kind words are a wonderful encouragement for all of us to continue creating thoughtful and meaningful experiences for every guest. We certainly look forward to welcoming you and your family back again for another memorable stay with us. Warm regards, Yosua Experience Manager Pullman Ciawi Vimala Hills Resort Spa & Convention

Dear r. rayasya, Thank you so much for sharing your wonderful experience with us! We’re delighted to hear that your stay was truly memorable and that you and your family enjoyed the wide variety of facilities and fun activities available for the little ones. We’re also grateful for your kind appreciation of Haikal. We’ll be sure to share your lovely feedback with him, as we’re happy to know that his attentive service added to your enjoyable stay. We look forward to welcoming you and your family back to Pullman Ciawi Vimala Hills for another memorable and fun-filled getaway! Best regards, Yosua Siregar Guest Experience Manager

Dear amelia n., Thank you so much for sharing your wonderful experience with us! We’re delighted to know that you had such a satisfying stay at Pullman Ciawi Vimala Hills and enjoyed our beautiful views, facilities, and attentive service. We’re especially grateful for your kind mention of Haikal from our Front Office team. We’ll be sure to share your appreciation with him — we’re happy to know that his helpful assistance from the moment you arrived made your stay even more comfortable. Thank you as well for recommending us for a family getaway. We truly look forward to welcoming you and your family back for another enjoyable and memorable stay with us! Best regards, Yosua Siregar Guest Experience Manager

Dear alzukaa G., Thank you so much for sharing your wonderful experience with us! We’re thrilled to hear that you had such a fun and enjoyable stay, and even happier to know that the little ones had a great time exploring the many activities we have to offer. We truly appreciate your special mention of Haikal from our Guest Relations team. We’ll be sure to share your kind words with him — we’re delighted that his service helped make your family’s stay even more memorable. We hope to welcome you and your family back very soon for another fun-filled getaway at Pullman Ciawi Vimala Hills! Best regards, Yosua Siregar Guest Experience Manager

Dear Devi H., Thank you so much for your kind feedback! We’re delighted to hear that you were satisfied with our resort and the service provided by our team. Your appreciation means a lot to us and is a great motivation for everyone to continue delivering warm and memorable experiences. We look forward to welcoming you back to Pullman Ciawi Vimala Hills for another enjoyable stay! Best regards, Yosua Siregar Guest Experience Manager

Dear Rian F., Thank you so much for your wonderful feedback! We’re delighted to hear that you enjoyed the amazing breakfast and delicious flavors at Damar Restaurant. We’ll be sure to share your appreciation with the Damar team. It also warms our hearts to know that you enjoyed your stay at Pullman Ciawi Vimala Hills and felt welcomed by our friendly team. A special thank you for mentioning Nike, Regita, Heri, Teja, and Shiffa — we’ll make sure your kind words reach each of them. Your lovely feedback is a great encouragement for our team. We look forward to welcoming you back for another enjoyable stay and more delicious moments at Damar Restaurant! Best regards, Yosua Siregar Guest Experience Manager

Dear Katherine P., Thank you for taking the time to share your honest feedback with us. We’re pleased to know you enjoyed your stay, and we truly appreciate you bringing these points to our attention. We sincerely apologize that the breakfast selection did not meet your expectations and that you experienced moments when bowls and spoons were unavailable. We understand how this can affect the overall breakfast experience, and we will share your feedback with our Food & Beverage team for further review and improvement. Your feedback is very valuable to us as we continuously strive to provide a better experience for our guests. We hope to have the opportunity to welcome you back and provide a more enjoyable breakfast experience on your next visit. Best regards, Yosua Siregar Guest Experience Manager

Dear Rizky Y., Thank you very much for your wonderful feedback on your recent visit at Pullman Ciawi Vimala Hills. We are delighted to hear that you had a satisfying stay and enjoyed the various activities and services we provide. We are especially happy to know that Haikal from our Guest Relations Officer (GRO) team was able to assist you and make your stay more enjoyable. We will certainly share your kind appreciation with him and the team. We truly appreciate your support and hope you will have the opportunity to visit us again in the future. We look forward to welcoming you back for another memorable stay! Sincerely, Yosua Siregar Guest Experience Manager

Dear Dwi J. A., Thank you very much for your wonderful review and kind words. We are truly delighted to hear that you and your family had such a comfortable, enjoyable, and memorable stay with us. It is wonderful to know that you appreciated our spacious facilities, refreshing and beautiful surroundings, as well as the variety and quality of our dishes. We are especially happy to hear that our team’s friendliness, helpfulness, and prompt service contributed to making your holiday even more enjoyable. Your appreciation means a great deal to our entire team and will certainly motivate us to continue providing warm hospitality and memorable experiences for our guests. We look forward to welcoming you and your family back for another fun, relaxing, and unforgettable stay in the future at Pullman Ciawi Vimala Hills. Best regards, Yosua Siregar Guest Experience Manager

Dear Rahma A., We very much appreciate your comments regarding your stay at the Pullman Ciawi Vimala Hills Resort Spa & Convention. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Yosua Siregar Guest Experience Manager

Dear Agneisya N. Thank you very much for your wonderful feedback on your recent visit at our resort. We are delighted to know that you had a pleasant stay and enjoyed the warm and friendly service from our team. We truly appreciate your kind words and look forward to welcoming you back to Pullman Ciawi Vimala Hills. Best regards, Yosua Siregar Guest Experience Manager

Dear Bapak Ricco A., Terima kasih telah menyampaikan pengalaman dan masukan Anda kepada kami. Saya pribadi mohon maaf atas ketidaknyamanan yang terjadi, khususnya terkait permintaan mirror painting yang belum terlaksana sesuai harapan, serta birthday cake yang tidak diberikan sesuai jumlah kamar dan tanpa nama seperti yang telah diminta. Kami memahami bahwa untuk momen spesial seperti ulang tahun, detail kecil justru menjadi bagian penting dari surprise. Ketika mirror painting baru ditawarkan setelah Bapak sudah berada di dalam kamar, tentu surprise yang diharapkan sudah tidak lagi sama. Begitu pula dengan birthday cake yang sebelumnya telah dijanjikan untuk dikirimkan kembali namun belum kunjung diterima. Hal ini tentunya bukan pengalaman yang ingin kami berikan kepada Bapak. Masukan ini akan saya sampaikan dan follow up langsung dengan tim terkait agar koordinasi dan pemenuhan special request ke depannya dapat dilakukan dengan lebih baik. Sekali lagi, kami mohon maaf dan terima kasih telah memberikan kami kesempatan untuk belajar dan memperbaiki pelayanan kami. Warm regards, Yosua Siregar Guest Experience Manager

Dear Hawara S., We very much appreciate your comments regarding your stay at the Pullman Ciawi Vimala Hills Resort Spa & Convention. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Yosua Siregar Guest Experience Manager