Dear Valued Guest, Thank you for your kind words regarding your recent experience at Mercure Singapore on Stevens. We are delighted to hear you enjoyed the quiet ambiance, convenient transportation, and the variety of complimentary beverages. Your positive feedback about our breakfast offerings and friendly service is greatly appreciated. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your stay. We are pleased to hear you found our hotel to be friendly and convenient. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding the deposit refund process. I understand your frustration with the delay, and I assure you that we are committed to resolving such matters efficiently. The duration the funds are released back to your credit card is very much depending on your issuing bank of your credit card, it could take between 14 to 30 working days. The hotel has released the funds on the day of departure. We have reviewed this with our bank and confirm the funds have already been released. Kindly reach out to your issuing bank to clarify the funds release. We continue to remain of assistance to you. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding our convenient location and reasonable pricing. We are pleased to know that our amenities met your needs during your stay and you had an enjoyable experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your wonderful review and for recommending us with a perfect 10/10! We are delighted to know you enjoyed our fantastic location and that our Front Office team made you feel warmly welcomed and well cared for throughout your stay. It is especially pleasing to see your perfect scores throughout the various guest touchpoints. We are also grateful for your kind recognition of our sustainability efforts. Your positive feedback is a great encouragement to our Heartists as we strive to deliver welcoming and responsible experiences for every guest. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you back to Novotel & Mercure Singapore on Stevens for another excellent stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. We sincerely apologise that your stay did not meet expectations and for the inconvenience caused. We are particularly concerned with the issues you experienced and have kindly brought to our attention. These are definitely not the standards of service we aim to provide. We will review these matters with the respective teams to strengthen communication, follow-up and service delivery. With regards to the refund of the deposit which was a pre-authorisation taken upon check-in, it usually takes 7 to 21 working days for the amount to be released, the duration is takes is very much dependant on the issuing bank of your credit card. We also regret that you did not feel adequately recognised as an ALL Classic member. Your feedback will be shared with our teams for further coaching on ALL membership recognition and benefits. We hope to have the opportunity to restore your confidence in us on a future visit. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to know you appreciated our convenient location and that your experiences with our Heartists, check-in and check-out processes, Wi-Fi, and cleanliness were all positive. We are also glad you found our breakfast selection satisfactory. We are sorry the size of the room and corridors affected your overall experience. We understand that having sufficient space is particularly important when travelling with family, and we regret that the accommodation did not meet your expectations in this regard. While the room dimensions and building layout are inherent to the property, we appreciate your feedback and will certainly take it into consideration as we review opportunities to enhance our guests' comfort and experience. We hope you will consider giving us another opportunity to provide you with a more enjoyable stay in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding your recent stay. We appreciate your kind words about our location and environment. However, I regret to learn about the cleanliness issues you encountered. We take such matters seriously and will continue to focus on maintaining high standards throughout our hotel. Your kind mention of Amanda at the Reception will be shared with her, this will most certainly be very encouraging for her. We look forward to the opportunity to welcome you back. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience from your recent stay with us. We are delighted to hear you enjoyed your stay and appreciated our beautiful views from the floor-to-ceiling windows. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback from your recent stay. We are delighted to hear that you had a wonderful experience at our hotel. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding the visibility of our hotel signage. I appreciate your comments, we will take your observations into account as we continuously strive to enhance our guests' arrival experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are sorry to learn about your experience. Please accept our sincere apologies for the series of inconveniences you encountered. We understand how frustrating it must have been. We would like to share, as part of our sustainability commitment, as part of our Clean for Green initiative, full housekeeping services are provided on alternate days to help reduce water and energy consumption. We understand that this may differ from the expectations of some guests, particularly in Singapore's tropical climate. Please be assured that guests are welcome to request fresh towels, replenishment of amenities, or additional housekeeping assistance on non-service days, and our team is always happy to assist. We understand these shortcomings you have kindly brought up have impacted your comfort and overall impression of the hotel. Please be assured your feedback has been reviewed with our team. While we are disappointed to learn you would not choose to stay with us again, we sincerely thank you for your constructive feedback. It provides us with valuable opportunities to improve, and we hope you may reconsider staying with us in the future so we can provide you with a much more seamless and comfortable experience. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your stay. We appreciate your observation about the toilet seat. As we continuously strive to enhance our guests' comfort, your comments will be taken into consideration for future improvements. We look forward to welcoming you back. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding the cleanliness and tranquility of our hotel. We appreciate your comments about the breakfast variety and will take them into consideration as we continuously strive to enhance our offerings. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback. We are sorry to learn that your arrival experience did not meet your expectations, and we sincerely apologize if our team's communication came across as impatient. We would like to clarify that the 29 rooms were booked as individual FIT reservations through Trip.com rather than as a group booking. As such, each reservation was processed separately and assigned its own booking voucher by Trip.com. Upon arrival, we received the instructions for all rooms to be located on the same floor or as close together as possible. While our team made every effort to accommodate this request, room allocation was subject to availability on the day of arrival, and it was unfortunately not possible to assign all 29 rooms together on the spot. All group bookings are handled separately, and in this instance, the hotel had no prior information this was a group. We appreciate your feedback regarding the check-in experience and will continue to work with our team to ensure clearer communication and a more welcoming service, even when operational limitations prevent us from meeting every request. Thank you once again for your feedback. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay with us. We are pleased to hear that you appreciated our excellent location, cleanliness, and practical room layout. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your stay. We are delighted to hear that you found our facilities clean and our service to be of high quality. We will be sure to share your compliments with Richard our Bell Captain and Suren our Bellman who assisted with your luggage handling. Your satisfaction is our priority, and we appreciate your kind words. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding our convenient location and the pleasant service from our front desk team. We appreciate your comments about the noise levels, which are important for us to consider as we strive to enhance our guests' experience. We hope to have the opportunity to welcome you back when your travels take you back to Singapore. 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. While we are pleased to know that several aspects of your stay, including your arrival experience, check-out process, WiFi connectivity, and room service met your expectations, we are sincerely sorry to learn about the cleanliness issue you encountered in your room. Finding ants on the bed is certainly not the experience we aim to provide, and we understand how this would have affected your comfort and peace of mind during your stay. Please accept our sincere apologies for this lapse. Your comments have been shared with our Housekeeping for immediate investigation and corrective action. We are committed to maintaining the highest standards of cleanliness and guest comfort, and feedback such as yours helps us identify areas requiring improvement. We are also sorry to learn that this experience has left you feeling concerned even after your departure. We hope you are feeling better and appreciate you bringing this matter to our attention. Thank you once again for your valuable feedback. We hope you will give us another opportunity in the future to provide you with the comfortable and seamless experience that we strive to deliver. Yours sincerely, Piotr Kupiec General Manager