Bonjour Ms. A., Thank you for choosing Sofitel Singapore Sentosa once again for your getaway and for returning with your beloved Furkid. We are delighted to know that your second stay was an enjoyable one and that you appreciated the comfort of your accommodation, our breakfast offerings, and the hospitality provided by our Ambassadors. We are especially pleased to hear your kind recognition of Guna, and we will be sure to share your compliments with him. At the same time, we sincerely apologise for the experience you encountered at Maduro. Your description of the whisky service and the subsequent handling of the situation falls well below the standards of attentiveness and product knowledge we strive to uphold. We fully understand your disappointment, particularly given Maduro's reputation and the expectations associated with a premium whisky experience. A more appropriate resolution should have been provided, and we regret that this was not the case. Please be assured that your feedback has been shared with the relevant leadership team for review and coaching opportunities. We are also grateful for your observation regarding the bathroom mosaic tiles, which has been passed to our Engineering team for inspection and rectification. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you once again for your candid comments and for your continued support. We truly value your loyalty and hope to welcome you, your partner and your Furkid back for another memorable stay in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. W., Thank you for choosing Sofitel Singapore Sentosa for such a special family celebration. We are honoured that you spent your child’s birthday weekend with us and delighted to learn that the occasion was made memorable through the hospitality of our Ambassadors, the comfort of your accommodation, and the overall experience throughout your stay. It is especially rewarding to know that you enjoyed the culinary offerings at Kwee Zeen and your time at LeBar. We are equally pleased that your Gold member benefits, including your welcome amenities, upgrade experience and recognition as an ALL member, met your expectations. Your kind words regarding the ease of booking through the ALL App, the cleanliness of the resort, and the value offered are deeply appreciated by our teams. Thank you for your wonderful recommendation and for recognising the efforts of our Ambassadors across the resort. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We look forward to welcoming you and your family back for many more celebratory occasions and cherished memories on Sentosa Island. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. G., Thank you for taking the time to share your detailed feedback following your family stay with us. We are pleased to know that you appreciated our newly renovated accommodation and the warm hospitality extended by our Ambassadors. At the same time, we sincerely regret the inconveniences you encountered in Room 174. Please accept our apologies regarding the lighting controls and bathroom light functionality. Your comments have been shared with our Engineering team for immediate inspection and rectification. We also appreciate your candid observations regarding the condition of the pathways and surrounding grounds. Maintaining a resort environment that reflects the tranquillity and elegance of Sofitel is important to us, and your feedback provides valuable insight into areas where we can improve. We have also noted your comments regarding accessibility, cleanliness, value for money and sustainability. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. While we are encouraged by your recognition of our Ambassadors' service, we understand there is room for improvement to deliver a more seamless and memorable retreat. Thank you once again for sharing your thoughts. We hope to have the opportunity to welcome you back and provide a more refined experience that better reflects the standards we aspire to uphold. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. T., Thank you for sharing your wonderful feedback following your family stay at Sofitel Singapore Sentosa. We are delighted to know that you had a comfortable and memorable experience, and that our newly renovated accommodation, along with the complimentary access to the Raffles Pool and Spa, enhanced your time with us. It is also gratifying to learn that you found the booking process through the ALL App convenient and seamless. Your generous ratings for your accommodation, cleanliness, arrival experience, and the service provided by our Ambassadors are greatly appreciated. As a valued Gold member of ALL - Accor Live Limitless, we are especially pleased that your stay met your expectations and earned your recommendation. We have also taken note of your rating for breakfast selection and will share this feedback with our culinary team as we continue refining our offerings. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you once again for choosing Sofitel Singapore Sentosa. We look forward to welcoming you and your family back for another relaxing retreat in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. C., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to know that you enjoyed the service delivered by our Ambassadors, appreciated the dining experience, and found the cleanliness standards and overall comfort of your Junior Suite to your satisfaction. At the same time, we sincerely regret that several aspects of your visit fell short of the expectations associated with a Sofitel experience. We understand your disappointment regarding the renovation works affecting our Italian restaurant, swimming pool, gym facilities and beach access. While we were pleased to offer alternative access to the facilities at Raffles Sentosa Singapore, we recognise that clearer communication during the booking process would have allowed you to make a more informed decision. Your comments regarding the information presented on the ALL App have been shared with the relevant teams for review. We are also grateful for your observations concerning the suite amenities and bathroom design. The concern regarding the bathtub faucet placement is particularly important, and we have forwarded this feedback to our Engineering team to conduct an immediate inspection. We have also noted your suggestions regarding decaffeinated coffee and milk options for the in-room espresso machine, as these thoughtful details can make a meaningful difference to our guests' comfort. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you for recognising the efforts of our Ambassadors while also highlighting opportunities for improvement. We hope to have the pleasure of welcoming you back to Sofitel Singapore Sentosa in the future and providing a more seamless experience reflective of the standards you expected. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. A., Thank you for taking the time to share your feedback following your recent stay with us. We are truly sorry to learn that your experience did not meet expectations, particularly during what should have been a relaxing getaway for you and your partner. Please accept our sincere apologies for the disappointment caused by the pool maintenance works and the temporary closure of the beach access route. We understand how important these facilities are to our resort experience, and we regret that the communication surrounding these disruptions fell short of your expectations. We also appreciate your feedback regarding the room lighting and have shared your comments with the relevant teams for review. As a valued Gold member of ALL - Accor Live Limitless, we are especially concerned to learn of your disappointment regarding room upgrade recognition and the support received in relation to programme benefits. Whilst upgrades remain subject to availability at the time of arrival, we understand how the availability displayed online may have created a different expectation. Additionally, your comments regarding our Ambassadors' knowledge of the loyalty programme have been shared with concerned team to ensure clearer guidance and a more seamless experience for our valued members. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We appreciate your candid observations regarding cleanliness, value and arrival experience, and we will use them to drive meaningful improvements. We hope you will allow us the opportunity to restore your confidence in a future visit and deliver the exceptional stay that you rightfully expected. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. K., Thank you for sharing your feedback following your family stay with us. We are pleased to learn that, overall, you had an enjoyable experience and appreciated the warm hospitality extended by our Ambassadors. It is always encouraging to know that our team's service contributed positively to your time on Sentosa. We sincerely regret the disappointment caused by the temporary closure of the swimming facilities and restricted beach access during your visit. We understand that these are important aspects of a resort getaway, particularly for families, and we apologise for the impact this had on your stay. Your comments have been noted, and your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you once again for your understanding and for choosing Sofitel Singapore Sentosa. We hope to have the pleasure of welcoming you and your family back for a more complete resort experience in the future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa