Dear Wilson W. S. H., Thank you for your feedback. We're glad to hear that you had a comfortable stay overall. However, we sincerely apologize for the cleanliness issues you encountered in the bathroom. We regret that there was algae and black mould at the shower window, as well as on the wooden toothbrush holder. Please rest assured that your comments have been shared with our Housekeeping team for immediate corrective action, including thorough cleaning and replacement of worn items. We hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Michael B., Thank you for your feedback. I am deeply concerned and sincerely apologize that your experience did not reflect the 5-star standards we strive to deliver. I regret the difficulties you encountered with the booking process through Accor, as well as the slow check-in and the room not being ready upon your arrival. It is completely unacceptable that you had to make a fuss before your room was made available, and that simple requests had to be repeated. Please rest assured that your comments have been shared with our Front Office and Reservations teams for immediate review and corrective action. We are reinforcing our procedures to ensure smoother check-in, better room readiness, and more attentive service. We truly regret that your experience fell short of expectations. I hope you will give us the opportunity to welcome you back for a much-improved stay. Sincerely, Brenda Heu Guest Relations

Dear Sharifah n. S. m., Thank you for your feedback. I am deeply concerned and sincerely apologize that your experience did not meet your expectations. We regret that the food you ordered was disappointing—the steak being tough and the noodles overcooked is certainly not the quality we strive for. Your comments have been shared with our kitchen team for immediate review and improvement. We also apologize that the pillows were uncomfortable and that no towels were available at the pool during your visit. This is unacceptable, and we have addressed this with our Housekeeping team to ensure better availability of amenities for our guests. We truly regret that your overall experience was disappointing. I hope you will give us the opportunity to welcome you back for a much-improved stay. Sincerely, Brenda Heu Guest Relations

Dear Mr Ronald F. H., Thank you for your wonderful feedback and for your full rating. I am truly honored that you mentioned me personally—it means a great deal to me. I'm delighted to hear that you had a comfortable stay and that our team made a positive impression on you. Your kind words are greatly appreciated by all of us. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Madelina N., Thank you for your wonderful feedback. We're delighted to hear that you found our rooms spacious, comfortable, and great value for money. It's great to know that our amenities and well-equipped rooms made your stay pleasant and convenient. We truly appreciate your recommendation. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Nurhidayah S., Thank you for your wonderful feedback. We are truly delighted to hear that you had a peaceful and comfortable stay with us, and that we could be your best choice for healing. It's great to know that our staff made a positive impression with their friendliness and helpfulness, and that you enjoyed our clean and comfortable rooms. We look forward to welcoming you back for another enjoyable stay! Sincerely, Brenda Heu Guest Relations

Dear Norhanani b. h. m. y., Thank you for your wonderful feedback. We're delighted to hear that you had a comfortable stay and always felt welcomed by our team. We truly appreciate you taking the time to recognize our concierge team for their friendliness and warm hospitality. We will be sure to share your kind words with them personally. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Hsin M. H., Thank you for your wonderful and detailed feedback. We are truly delighted to hear that you had a really pleasant stay with us. It's great to know that you enjoyed our comfortable, clean, and well-maintained rooms, as well as the amazing view. We're also glad that our team was able to accommodate your request for connecting rooms with a complimentary upgrade, and that our staff's friendliness and attentiveness made your stay even more enjoyable. We truly appreciate your recommendation and look forward to welcoming you back for another wonderful experience! Sincerely, Brenda Heu Guest Relations

Dear Eddiesulong I., Thank you for your wonderful feedback. We're delighted to hear that you had a comfortable stay and found our reception team friendly and helpful. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Ahmad Z. I., Thank you for your perfect 100% rating and wonderful feedback. We are truly delighted to hear that you had an overall positive experience with us. It's great to know that you enjoyed our clean and comfortable rooms, fast service, and convenient location near the waterfront, restaurants, and Times Square. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Bunyamin B. H. M., Thank you for your feedback. We're delighted to hear that our facilities met your expectations and that you were pleased with your stay. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear H. Hie N., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Brenda Heu Guest Relation

Dear Hidayah N., Thank you for your continued loyalty and wonderful feedback. We are truly honored to be your preferred choice and are delighted to hear that we have never disappointed you. Your trust and support mean a great deal to our entire team. We look forward to welcoming you back for many more stays to come! Sincerely, Brenda Heu Guest Relations

Dear Jabu N., Thank you for your feedback. I sincerely apologize for the unpleasant smell in your room caused by a previous guest smoking in the toilet. We completely understand your frustration, and we agree that proper checks should be conducted before assigning rooms to new guests. Please rest assured that your comments have been shared with our Housekeeping team to implement stricter inspection and deodorizing procedures to ensure rooms are fresh and welcoming for every guest. We hope to welcome you back for a more pleasant experience. Sincerely, Brenda Heu Guest Relations

Dear Airul H., Thank you for taking the time to share your detailed feedback. I am deeply concerned and sincerely apologize for the unacceptable conditions you encountered during your stay. It is completely unacceptable that the shower and toilet were dirty, with mould growth on the overhead shower head and dirty blinds. I also regret that the air conditioning was not functioning properly, making the room uncomfortable for you and your children, and that the toiletries were empty. This is certainly not the standard we strive for, and I understand your frustration. Please rest assured that your comments have been escalated to our Housekeeping and Engineering teams for immediate corrective action. We are addressing the cleaning issues, air conditioning performance, and will ensure all toiletries are properly replenished. We truly regret that your experience fell so far below expectations. I hope you will give us the opportunity to welcome you back for a much-improved stay. Sincerely, Brenda Heu Guest Relations

Dear Ali A. G., Thank you for your wonderful feedback. We're delighted to hear that you enjoyed our spacious rooms, nice sea view, good parking facilities, and variety of food cuisine. It's also great to know that you appreciated the quieter environment and ample living space. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Alvin E. N., Thank you for your feedback. We're glad to hear that you had an okay stay overall. We sincerely apologize for the inconvenience caused by the non-functional drinking water tap in your room, which led you to purchase your own water. This is certainly not the standard we strive for. Please rest assured that your comments have been shared with our Engineering team for immediate review and corrective action. We also appreciate your suggestion regarding more counters to reduce waiting time. This has been noted and shared with our front office team for consideration. We hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Yew J. F., Thank you for your feedback. We're glad to hear that you found our room comfortable and our service good, and that you appreciated the spaciousness of the room. However, we sincerely apologize for the noise disturbance caused by other guests during the night, which affected your sleep. We completely understand your frustration and your suggestion regarding soundproofing or allocating families and children on different floors from business travelers. Please rest assured that your comments have been shared with our management team for review and consideration. We are always looking for ways to enhance our guests' comfort and will explore the feasibility of your suggestions. We hope to welcome you back for a more peaceful experience in the future. Sincerely, Brenda Heu Guest Relations

Dear Muhamad F. A. L., Thank you for your feedback. We're delighted to hear that check-in was a breeze and that you were greeted with a warm smile from our staff. It's also great to know that you found your room clean and satisfactory. We also appreciate your comments regarding the bathroom experience. We sincerely apologize that the body soap/gel was insufficient during your stay. Please rest assured that your feedback has been shared with our Housekeeping team to ensure all amenities are properly replenished for every guest. We hope to welcome you back for an even better experience. Sincerely, Brenda Heu Guest Relations