Dear Valued Guest, Thank you for taking the time to share your feedback following your family stay with us. We are pleased to know you had a pleasant and comfortable experience overall and you were impressed by the cleanliness of both your room and our common areas. It is wonderful to hear you enjoyed our breakfast selection and appreciated our sustainable amenities. We are also grateful for your kind mention of our Baggage Service team, and we will be sure to share your recognition with them. We understand your comments regarding the distance from the train station. While Stevens MRT is within walking distance, we appreciate that the journey may feel less convenient, particularly when travelling with family or luggage. We are pleased that our shuttle service provides an alternative option for guests travelling to and from the MRT as it makes a quick stop at Stevens MRT station. We have also noted your feedback on the check-in experience and accommodation, and these are areas where we will continue to look for opportunities to improve. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you and your family back to Singapore and providing an even more seamless experience on your next visit. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback with us following your recent stay at Novotel Singapore on Stevens. We are pleased to hear you found the room functional and appreciated the complimentary minibar offerings. At the same time, we sincerely apologize for the unpleasant odor in the room, which clearly affected your overall comfort and experience. Please rest assured that your comments have been shared with our Housekeeping and Engineering teams for immediate follow-up and deeper inspection to ensure this matter is properly addressed. We also appreciate your feedback regarding the check-in waiting time. As we continuously look for ways to enhance the guest arrival experience, your suggestion on increasing efficiency through additional staffing support or automated check-in options is certainly valuable. Thank you as well for highlighting areas where we can further improve, including room freshness and overall cleanliness standards. Feedback such as yours is important in helping us identify opportunities to do better. We truly regret that your stay did not fully meet your expectations, and we hope to have the opportunity to welcome you back again for a much more pleasant and seamless experience in the future. Best regards,, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely regret to learn that your experience did not meet expectations, particularly regarding the room size, hallway cleanliness, and the long wait experienced during check-in. While we are pleased to know you found your room thoroughly cleaned and enjoyed the breakfast selection, we understand that the overall impression was impacted by the areas you have kindly highlighted. Please accept our apologies for the condition of the hallway cleanliness during your stay. This is certainly not reflective of the standards we strive to maintain, and your comments have been shared with our Housekeeping team for immediate attention and closer monitoring. We also regret the delay encountered at reception due to the crowded check-in experience. Your feedback is valuable as we continuously review our processes and staffing arrangements to improve efficiency and minimize waiting times for our guests. We appreciate your candid feedback, as it helps us identify opportunities for improvement. We truly hope to have the opportunity to welcome you back again and provide you with a smoother and more comfortable stay experience in the future. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback with us. We sincerely apologise for the lapses you experienced during your stay. It is concerning to learn that the linen was not properly refreshed during servicing, and that essential bathroom amenities such as towels and a bath mat were not replenished. This is certainly not the standard we aim to deliver, and we have addressed this with our Housekeeping team to reinforce attention to detail and proper room checks before release. We also regret the inconvenience caused by the wait time at the reception. Please be assured that we are actively strengthening our team through ongoing training to ensure a more efficient and seamless experience for our guests. That said, we are glad to hear that one of our team members from Novotel was able to assist you and help minimise the delay. Your recognition of their effort is truly appreciated. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide you with an improved experience. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback. I apologize for the inconvenience regarding the absence of bathrobes and bottled water in your room. I appreciate your understanding, the bathrobes are provided from our Deluxe Rooms and above. In the event a guest requests for one, we will gladly provide it. As part of Accor's Sustainability goals, all our hotels have moved away from Single Use plastic. With this, we have installed a water filtration system in all our guestrooms, this is a separate tap located by the sink in the bathroom on the left of the regular water tap. Filtered water is available for you to enjoy during your stay with us. We are pleased to hear that you enjoyed the pool facilities. We hope to have the opportunity to welcome you back. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your thoughts regarding your recent stay. I appreciate your feedback on the welcome message and the condition of the shower tiles. I am pleased to hear that our staff provided you with prompt assistance during your visit. Sincerely, Piotr Kupiec General Manager

Dear Mitsutoshi K., We very much appreciate your comments regarding your stay at the Mercure Singapore On Stevens. 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. It will be a pleasure to read your positive note in TripAdvisor - https://www.tripadvisor.co.uk/Hotel_Review-g294265-d13…-Reviews-Mercure_Singapore_On_Stevens-Singapore.html Warm regards, Piotr Kupiec General Manager

Dear Masataka Y., Thank you for your feedback. I’m sorry to hear about the issues you encountered with the shower. I understand how challenging it can be when water does not drain properly. Your suggestion for a partition to separate the shower area is appreciated, and rest assured that we will take this into the consideration. We aim to provide a comfortable experience, and your input is valuable in helping us improve. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Piotr Kupiec General Manager