Bonjour Ms. L., Thank you for choosing Sofitel Singapore Sentosa to celebrate such meaningful family milestones, your wedding anniversary and your daughter's birthday. We are delighted to know that the surprise amenities added a special touch to the occasion and that you enjoyed your time across our dining venues, including Kwee Zeen, LeBar and The Cliff. It is especially rewarding to learn that our Ambassadors across Concierge, Room Service, Housekeeping and Front Office contributed positively to your stay through their warm and professional service. We are also pleased that you appreciated the comfort of your rooms, the sustainable drinking water filtration system, our eco-conscious amenities, and the complimentary access to the Raffles Sentosa facilities. Your kind recognition of the Housekeeping Ambassador who attended to your rooms will be shared with the team and is greatly appreciated. Thank you as well for bringing the loose bathroom tiles to our attention. Please accept our apologies for this maintenance oversight. We have shared this with our Engineering team. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We truly appreciate your loyalty as an ALL Platinum member and look forward to welcoming you and your family back for another memorable retreat on Sentosa Island. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. M., Thank you for taking the time to share your candid feedback following your recent stay at Sofitel Singapore Sentosa. While we are pleased to know that you found your room comfortable and enjoyed certain aspects of your visit, we are truly sorry that the overall experience did not reflect the elevated level of hospitality you have come to expect from Sofitel, particularly as a valued ALL Platinum member. Please accept our sincere apologies for the lack of personalised recognition upon arrival. We understand how meaningful a warm welcome and acknowledgement of your loyalty can be, and we regret that this important touchpoint was missed. We are also sorry that the Platinum member benefits and overall value proposition did not meet your expectations. Additionally, we regret the inconvenience caused by the inconsistent WiFi connectivity and appreciate your comments regarding the condition of the pool facilities. We also acknowledge your observations regarding the presence of Furkids within designated pet-friendly areas of the resort. While we strive to create a welcoming environment for all our guests, including those travelling with their Furkids, we understand that this may not align with every guest's preference. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you for your loyalty to Accor and Sofitel, and we hope to have the opportunity to restore your confidence in a future visit and provide the exceptional stay you rightfully expected. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. P., Thank you for taking the time to share your feedback following your family stay at Sofitel Singapore Sentosa. We are delighted to know that you enjoyed the spacious accommodation, comfortable bedding, breakfast buffet and the flexibility of our dining offerings. It is also wonderful to hear that the welcome fruit amenity was appreciated and that our Ambassadors contributed positively to your experience. At the same time, we sincerely appreciate your constructive comments. Please allow us to clarify that, as part of our sustainability commitment, guestrooms are equipped with filtered drinking water taps rather than single-use bottled water. We are sorry if this was not clearly communicated during your stay. We are also concerned to learn about the condition of the pool tiles and the loose tile in the shower area. Please accept our apologies for the discomfort caused to both you and your daughter. Your feedback has been shared with the relevant Ambassadors for immediate review and follow-up. We also take note of your observations regarding WiFi connectivity, the clarity of breakfast inclusions during the booking process and the perceived value of beverages at Le Bar. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you for your loyalty as an ALL Gold member, and we hope to welcome you and your family back for an even more seamless and enjoyable stay in the future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. C., Thank you for sharing your wonderful feedback following your first staycation at Sofitel Singapore Sentosa. We are delighted to know that both you and your Furkid had such an enjoyable and relaxing experience with us. It is especially heartwarming to hear that your Furkid felt right at home and had plenty of space to explore and enjoy throughout the day. We are also pleased that you found your room spotless and comfortable, and that the pillow menu added to your comfort during your stay. Your kind words regarding our Ambassadors at reception and in the restaurants are greatly appreciated. While their names were not captured, we will be sure to share your compliments with the respective teams, who will be encouraged to know their warm hospitality contributed to such a memorable visit. Thank you as well for recognising the pet-friendly atmosphere, cleanliness of our facilities and the ease of accessing the common areas with your Furkid. 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 Furkid back for another magnifique getaway 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 feedback following your recent stay at Sofitel Singapore Sentosa. We are delighted to know that you and your partner enjoyed a comfortable stay, and that our accommodation, cleanliness, departure experience and sustainability initiatives contributed positively to your visit. It is especially rewarding to learn that our efforts to reduce single-use plastics and provide in-room filtered drinking water were appreciated. That said, please accept our sincere apologies for the inconvenience caused by the key card issue upon arrival. We understand how frustrating it must have been to return to the reception after check-in, and we regret the disruption to your experience. We also appreciate your comments regarding the Mastercard Breakfast Offer, as well as the maintenance observations relating to the shower mosaic tiles and washbasin drainage. Your feedback has been shared with the relevant Ambassadors for review. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you as well for your support as an ALL member and for your strong recommendation of both our resort and loyalty programme. We look forward to welcoming you back for an even more seamless and enjoyable stay in the future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. H., Thank you for sharing your lovely feedback and for choosing Sofitel Singapore Sentosa for your family stay. We are delighted to know that the check-in process was seamless and that we were able to arrange neighbouring rooms for you and your sister, making your time together even more enjoyable. It is especially heartening to learn that you continue to choose Sofitel Hotels & Resorts both in Singapore and abroad. As a valued ALL Gold member, your loyalty and kind endorsement mean a great deal to us. We are pleased that you enjoyed your spacious and well-appointed room, appreciated the cleanliness standards, and found excellent value throughout your stay. Your generous comments will be shared with our Ambassadors, who are committed to creating memorable experiences for every guest. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We look forward to welcoming you back for another relaxing and memorable retreat on Sentosa Island. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. W., Thank you for sharing such wonderful feedback following your recent family stay with us. We are delighted to know that you enjoyed the tranquil resort atmosphere and the distinctive tropical charm of Sofitel Singapore Sentosa. It is equally pleasing to hear that your booking journey was seamless and that every aspect of your stay, from arrival to departure, exceeded your expectations. We are especially grateful for your generous recognition of our housekeeping Ambassadors. Knowing that their attentiveness and dedication made such a memorable impression is truly rewarding. We will also be delighted to share your kind compliments with the Ambassadors at Kwee Zeen, as well as the Ambassador who assisted you at the car park. Their commitment to delivering heartfelt hospitality is what helps create meaningful and memorable experiences for our guests. As an ALL Gold member, your support means a great deal to us. Thank you for recommending us so highly and for recognising the efforts of our Ambassadors. 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 another relaxing and magnifique stay at Sofitel Singapore Sentosa. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. L., Thank you for taking the time to share your feedback following your recent family getaway with us. We are delighted to know that you, your family and your Furkid enjoyed a comfortable stay, complemented by a well-appointed room, helpful Ambassadors and access to the spa facilities. It is also wonderful to hear that our pet-friendly environment contributed positively to your overall experience. We appreciate your valuable observations regarding our dining offerings, particularly your suggestion to provide alternative snack options alongside the spicy chips. Feedback such as yours helps us better understand the preferences of our guests, and we will be pleased to share your comments with our culinary team for consideration. We have also noted your ratings regarding the pool and other facilities as part of our ongoing efforts to enhance the resort experience. As an ALL Silver member, we sincerely thank you for your continued support. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We look forward to welcoming you, your family and your Furkid back to Sofitel Singapore Sentosa for another relaxing and memorable stay. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. C., Thank you for taking the time to share your feedback following your recent family staycation with us. We are delighted to know that you enjoyed the comfort of your room, the warm service provided by our Ambassadors, and the pet-friendly environment for your Furkid. It is also wonderful to hear that your dining experience and room upgrade added positively to your stay. At the same time, we appreciate your constructive comments regarding accessibility and transportation options around the resort. As our property is nestled within the tranquil surroundings of Sentosa, we understand that arranging transport can occasionally be less convenient than in the city centre. We also sincerely apologise for the confusion surrounding the Accor Explorer Plus dining benefits during checkout. We understand how frustrating this must have been, and we are grateful that you brought it to our attention. Your comments have been shared with the relevant teams to reinforce accuracy and consistency when applying member privileges, ensuring a smoother departure experience for our valued members. We further appreciate your observations regarding the WiFi connectivity, welcome amenity and sustainability initiatives. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you as well for your valued support as an ALL Gold member. We look forward to welcoming you and your Furkid back to Sofitel Singapore Sentosa for another relaxing and memorable getaway in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. R., Thank you for taking the time to share your feedback following your recent family stay with us. As a valued ALL Platinum member, we sincerely appreciate your continued support and regret that several aspects of your experience did not meet expectations. Please accept our apologies for the delays encountered during check-in. We understand how important a smooth and efficient arrival experience is, particularly during peak periods, and we are sorry for the inconvenience caused by the limited staffing at reception at that time. We are also concerned to learn about the hot water issue in your Junior Suite and the frustration caused by the temporary solution provided. Furthermore, we regret that there appeared to be a lack of follow-through regarding your request to escalate the matter to the hotel management team. The concerns you have raised, including the significant water wastage required to obtain hot water and its impact on your perception of our sustainability efforts, have been shared with our Engineering and operational leaders for thorough review and corrective action. That said, we are pleased to know that you found your room comfortable and that our restaurant Ambassadors left a positive impression through their friendly and professional service. Your recognition of their efforts is greatly appreciated. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you once again for bringing these matters to our attention. We hope to have the opportunity to welcome you and your family back in the future and provide a stay that better reflects the standards of service and hospitality for which Sofitel is known. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. W., Thank you for sharing such a wonderful review following your recent stay with us. After a long journey from London via Beijing, we are delighted to know that you and your wife were welcomed warmly upon your late-night arrival and that your time at Sofitel Singapore Sentosa proved both relaxing and memorable. It is especially pleasing to know that you enjoyed your newly renovated accommodation in the Peace Wing, as well as the thoughtful recognition extended to you as a valued ALL Platinum member. We are grateful for your kind compliments regarding our Ambassadors. Your recognition of Ambassadors Specially, Nickson and Nadia will certainly be shared with them and their respective teams. It is heartening to know that their attentiveness, professionalism and genuine hospitality contributed so positively to your experience. We are also delighted that you enjoyed the extensive breakfast offerings at Kwee Zeen and your dining experience at The Cliff. Thank you as well for your generous recommendation and perfect ratings across so many aspects of your stay. Feedback such as yours serves as wonderful encouragement for our Ambassadors as they continue to create memorable moments for our guests. We look forward to welcoming you and your wife back to our resort sanctuary for another magnifique escape 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 feedback following your recent stay with us. We are delighted to know that you enjoyed the resort atmosphere of Sofitel Singapore Sentosa and that your booking experience met your expectations. We appreciate your comments regarding the condition of the room and understand that certain aspects did not fully reflect the level of comfort you anticipated. Please also accept our apologies for the WiFi connection speed, which impacted your overall experience. As a valued member, your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We sincerely appreciate your support and hope to have the pleasure of welcoming you back for an even more enjoyable stay in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. L., Thank you for taking the time to share your detailed feedback following your family stay with us. While we are pleased to know that you found the hotel comfortable and spacious, we are truly sorry that certain aspects of your accommodation fell short of the luxury experience you had anticipated. In particular, we regret the maintenance concerns you encountered in the bathroom, including the condition of the shower area and cleanliness details that should have been addressed prior to your arrival. Please accept our sincere apologies for the disappointment caused. We are equally sorry that the views from both of your rooms did not meet expectations, especially when this formed an important part of your overall impression of the resort. Your comments regarding the visible construction materials and scaffolding have been noted. We also appreciate your feedback regarding the WiFi connectivity, as well as your observations on the overall value of your stay. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. On a more positive note, we are grateful for your kind recognition of our Ambassadors. It is wonderful to know that their prompt assistance and attentiveness left a favourable impression during your visit. We are also delighted that the birthday surprise for your son added a special touch to your family's celebration and created a memorable moment. As a valued ALL Gold member, we sincerely appreciate your loyalty and candid feedback. We hope to have the opportunity to welcome you and your family back to Sofitel Singapore Sentosa, where we can provide a more refined and seamless experience that better reflects the standards for which we are known. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. C., Thank you for sharing your feedback following your recent family stay with us and for your continued loyalty as an ALL Gold member. We are pleased to know that you enjoyed a comfortable stay, appreciated the cleanliness and spaciousness of your room, and that your son had room to explore and enjoy himself. It is also wonderful to hear that your dining experiences at Kwee Zeen were memorable and that many of our Ambassadors made you feel welcomed throughout your visit. That said, we are sincerely sorry that your arrival and departure experiences fell short of expectations. A warm welcome and attentive assistance with luggage are fundamental aspects of the Sofitel experience, and we regret that this was not reflected on this occasion. We appreciate you bringing this matter to our attention, and we have shared your comments with the relevant leaders to reinforce the importance of being proactive, observant and engaged with our guests at all times. We are grateful that our Front Office Ambassador was able to respond promptly, though we fully understand that the initial impression had already been affected. 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 observations and kind recognition of our accommodation, dining offerings and service teams. We hope to have the pleasure of welcoming you, your wife and your young son back to Sofitel Singapore Sentosa for an even more seamless and memorable stay in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. Y., Thank you for taking the time to share your detailed feedback following your recent family stay with us. While we are grateful for your continued support as an ALL Gold member, we are truly sorry that this visit did not reflect the level of comfort, quality and memorable experiences you have come to associate with Sofitel. Please accept our sincere apologies for the issues you encountered with your accommodation and facilities. We are particularly concerned to learn of the condition of the bathroom, including the odour, chipped tiles and discolouration of the bath water, as well as the safety concerns around the pool area. This is certainly not the experience we wish for any guest, especially families travelling with young children. We have shared your comments with our Engineering and Rooms teams for immediate review and follow-up. We also regret the disappointment regarding the absence of the former children's facilities and the dining experiences that fell short of expectations, both at breakfast and during your afternoon tea visit. While we are pleased that you found the booking process straightforward and that our Ambassadors were able to provide courteous service throughout your stay, we acknowledge that these positive aspects could not outweigh the shortcomings experienced. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Please be assured that your observations have been carefully noted and will form part of our ongoing efforts to improve our facilities, food offerings and overall guest experience. Thank you once again for bringing these matters to our attention. We sincerely hope to have the opportunity to welcome you and your family back in the future and restore your confidence in Sofitel Singapore Sentosa with a far more enjoyable and seamless stay. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Ms. B., Thank you for choosing Sofitel Singapore Sentosa and for taking the time to share your thoughtful feedback. We are delighted to know that you enjoyed our tranquil location and that the design, comfort and functionality of your room contributed to an enjoyable stay. It is also wonderful to learn that our Ambassadors at the Italian restaurant left such a positive impression with their attentive service. We appreciate your comments regarding cleanliness and the upkeep of the pool area. While we are pleased that these aspects were generally satisfactory, we have shared your observations with the relevant teams to ensure greater attention is given to maintaining the highest standards throughout the resort. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Thank you as well for your recommendation and recognition of our Ambassadors. We truly appreciate your support as an ALL Classic member and hope to have the pleasure of welcoming you back for another relaxing and memorable stay in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. Z., Thank you for your continued loyalty and for choosing Sofitel Singapore Sentosa as your preferred retreat whenever you visit Singapore. It is truly heartening to know that, after four stays with us, our Ambassadors have consistently made you feel welcome and cared for. We are also delighted that your booking experience, accommodation, dining, cleanliness and overall service continued to meet your expectations. At the same time, we appreciate you taking the time to share your observations regarding the in-room amenities and design features. We are sorry to learn that the absence of chilled drinking water in the minibar and the placement of the filtered water tap did not align with your expectations. As part of our sustainability journey, we have introduced filtered drinking water systems in our rooms to reduce single-use plastic consumption; however, we understand that convenience and comfort remain equally important. Your comments regarding both the practicality and design considerations have been noted and shared with the relevant teams for review. 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 feedback and for your continued support as an ALL Gold member. We sincerely value your patronage and look forward to welcoming you back to your home away from home on Sentosa for another relaxing and memorable stay. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. H., Thank you for sharing such a heartfelt review and for choosing to return to Sofitel Singapore Sentosa with your family to revisit a place that holds such special memories. It was a pleasure to welcome you back a decade after your wedding, and we are delighted to know that the charm and beauty of the resort continue to resonate with you and your loved ones. We are also pleased that you appreciated the refreshed accommodation while still recognising the character of the property that has made it so memorable over the years. We sincerely apologise for the inconvenience caused by the renovation works and the fumes that affected your comfort during your stay. While we are glad our team was able to arrange an alternative room promptly, we understand the disruption this caused and appreciate your understanding as we work through these important enhancements. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. Most importantly, we are truly grateful for your generous recognition of our Ambassadors. Your kind words for Rey, Adeline, Alson, Peter, Putri, our Concierge and Bell Ambassadors, as well as the Housekeeping team, will mean a great deal to them. We are delighted that their warmth, attentiveness and genuine care helped create another memorable family getaway. It is also wonderful to know that you enjoyed the dining experiences at The Cliff, our sustainability initiatives, and the recognition extended to you as an ALL Gold member. Thank you once again for your continued loyalty and recommendation. We look forward to welcoming you and your family back for many more cherished occasions in the years ahead. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa

Bonjour Mr. L., Thank you for taking the time to share your feedback following your family staycation with us. We are pleased to know that you had an overall enjoyable experience and appreciated our sustainability efforts, particularly the elimination of single-use plastic bottles. It is also wonderful to hear that Alson made such a positive impression during your time by the pool. We will be delighted to recognise him among our Ambassadors for his dedication and attentive service. At the same time, we sincerely apologise for the lengthy wait during check-in. We also regret the condition of the pool did not meet expectations and have shared your observations with the relevant teams for immediate review. In addition, thank you for highlighting the need for more vegetarian protein options across our menus. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We are grateful for your recognition as an ALL Gold member and for choosing Sofitel Singapore Sentosa for your staycation. We hope to have the pleasure of welcoming you back for an even more seamless and enjoyable retreat in the near future. Warm regards, Vibhuti Chauhan Quality Assurance Executive Sofitel Singapore Sentosa