Dear Mr./Ms. Jaime M., Warm greetings from Mercure Pangkalan Bun. Thank you for taking the time to complete our guest satisfaction survey and for sharing your wonderful feedback following your recent stay. We are delighted to know that you considered Mercure Pangkalan Bun the best option in Pangkalan Bun and that you enjoyed your overall experience with us. It is especially rewarding to hear that our breakfast stood out as one of the highlights of your stay. Your kind compliments regarding our team, check-in experience, and departure process are truly appreciated and will be shared with our Heartists, who are always committed to delivering genuine hospitality. We also appreciate your positive ratings for the cleanliness of your room, accommodation, Wi-Fi, and our sustainability initiatives. At the same time, we will continue striving to enhance every aspect of our guest experience so that your next visit will be even more enjoyable. Thank you once again for your valuable feedback and recommendation. It was a pleasure to welcome you, and we sincerely look forward to welcoming you back to Mercure Pangkalan Bun in the near future. Warmest regards, Rizky Julian Duty Manager Mercure Pangkalan Bun

Yth. Bapak R. A. D. H. A., Terima kasih telah meluangkan waktu untuk berbagi pengalaman Anda setelah menginap di Mercure Pangkalan Bun. Kami senang mengetahui bahwa Anda menikmati kenyamanan hotel serta pelayanan yang diberikan oleh tim kami. Apresiasi Anda terhadap keramahan dan bantuan dari tim resepsionis sangat kami hargai dan akan kami sampaikan kepada mereka sebagai bentuk penghargaan atas dedikasinya. Terima kasih juga atas masukan yang Anda berikan mengenai pilihan sarapan. Umpan balik dari tamu merupakan bagian penting dalam upaya kami untuk terus meningkatkan kualitas produk dan layanan yang kami tawarkan. Kami sangat menghargai dukungan dan rekomendasi Anda. Semoga kami berkesempatan untuk menyambut kembali Bapak pada kunjungan berikutnya dan memberikan pengalaman yang lebih baik lagi. Salam hangat, Rizky Julian Duty Manager Mercure Pangkalan Bun

Berikut draft balasannya: Dear Mr. Muhammad F., Warm greetings from Mercure Pangkalan Bun. Thank you very much for taking the time to share your wonderful feedback regarding your recent stay with us. We are truly delighted to learn that everything about your stay was perfect and that you loved your experience at Mercure Pangkalan Bun. It is especially rewarding to know that you were satisfied with every aspect of your visit, from your booking experience through the ALL Accor App, arrival and check-in process, accommodation, cleanliness, breakfast, WiFi, hotel facilities, and the service provided by our team. As a valued ALL – Accor Live Limitless Classic member, we are also pleased to know that you felt well recognized throughout your stay. Your appreciation of our sustainability initiatives, Executive Lounge, pool, room service, bar, and treatment experience is greatly appreciated and will be shared with our entire team. Thank you once again for your perfect ratings and for recommending both Mercure Pangkalan Bun and the ALL loyalty program to your family, friends, and colleagues. Your kind words are a great source of motivation for all of us. We look forward to welcoming you and your family back for another memorable stay in the near future. Warm regards, Rizky Julian Duty Manager Mercure Pangkalan Bun

Kepada Yth. Ibu Aditiarani K., Salam hangat dari Mercure Pangkalan Bun. Terima kasih yang tulus atas waktu dan perhatian Ibu dalam membagikan pengalaman menginap bersama kami. Kami merasa sangat terhormat mengetahui bahwa setelah perjalanan keluarga Ibu dari Tanjung Puting, Mercure Pangkalan Bun dapat menjadi tempat beristirahat yang nyaman, serta dapat membantu dengan fasilitas early check-in untuk memberikan kenyamanan tambahan. Kami sangat menghargai apresiasi Ibu terhadap keramahan, kesiapan, dan sikap membantu dari seluruh tim kami. Bagi kami, pelayanan yang tulus dan penuh perhatian—terutama bagi tamu keluarga—merupakan nilai utama yang selalu kami jaga. Kami juga senang mengetahui bahwa lokasi hotel kami memberikan kemudahan selama masa tinggal Ibu. Sebagai anggota ALL – Accor Live Limitless dengan status Classic, kepercayaan dan rekomendasi Ibu memiliki arti yang sangat besar bagi kami. Penilaian sempurna yang Ibu berikan di setiap aspek, termasuk kebersihan, kenyamanan kamar, tim kami, hingga inisiatif keberlanjutan hotel, menjadi motivasi kuat bagi seluruh tim untuk terus mempertahankan dan meningkatkan standar pelayanan kami. Kami menantikan kesempatan untuk kembali menyambut Ibu dan keluarga di Mercure Pangkalan Bun pada kunjungan berikutnya, dan menciptakan pengalaman menginap yang kembali berkesan. Hormat kami, Rizky Julian Duty Manager

Dear Mr. Soe W. K., Warmest greetings from Mercure Pangkalan Bun. Thank you very much for taking the time to share your recent experience with us. We are truly delighted to learn that you had a satisfying stay and that our team, especially Mia from Front Desk, contributed positively to your overall experience. Your kind words will surely be shared with her and the entire team as a great source of motivation. We are also pleased to know that you appreciated our facilities, amenities, and service quality. At Mercure Pangkalan Bun, we continuously strive to deliver exceptional experiences for all our guests, and your feedback encourages us to maintain and further improve our standards. We have also taken note of your feedback regarding the breakfast experience. Please rest assured that your valuable input will be shared with our Food & Beverage team for further review and enhancement. Once again, thank you for choosing Mercure Pangkalan Bun during your visit. We truly look forward to welcoming you back in the near future for another pleasant and memorable stay. Warm regards, Rizky Julian Duty Manager Mercure Pangkalan Bun

Dear Ms. Angelo R., Warm greetings from Mercure Pangkalan Bun, Thank you for taking the time to share such detailed feedback regarding your recent stay. We truly value every guest’s voice, and I would like to express our sincerest apologies for the multiple shortcomings that negatively impacted your visit. We regret to hear that the extra bed you requested was not delivered to your room, and that the bathroom drain caused flooding on two occasions—leading to your belongings being soaked. These are serious oversights, and we are truly sorry for the inconvenience caused. Please also accept our apologies for the lack of English communication at the front desk. We understand how frustrating this can be, especially during travel, and we are actively taking steps to improve language skills across all service departments to better accommodate international guests. Your comment on the food, especially the carbonara, has been shared directly with our kitchen team for immediate improvement. Likewise, we take your note regarding the cleanliness of the pool bar area very seriously and have already reinforced cleaning standards with the relevant teams. We acknowledge that, as an ALL Classic member, you expected a better level of recognition. It is clear that we did not meet those expectations during your stay. This feedback has prompted a full review of our check-in procedures and VIP handling for loyalty guests, and we are reinforcing training to ensure all benefits and recognition are delivered consistently. We deeply regret that your experience did not reflect the Accor standards you are used to, and we understand your disappointment. Please rest assured that your comments are being used constructively by our entire team to improve, and prevent such issues from recurring. We do hope to have the opportunity to regain your trust in the future and provide a much more pleasant and seamless experience. Warm regards, Rizky Julian Duty Manager Mercure Pangkalan Bun