Dear Ronan T., Thank you for your wonderful feedback. We're delighted to hear that you had an amazing experience and that the room upgrade made your anniversary celebration even more special. It's wonderful to know that your daughter enjoyed the extra space to run around as well. We truly appreciate you taking the time to recognize Dayang for her assistance in setting up the upgrade. She will be thrilled to know that her efforts contributed to your satisfaction. We will be sure to share your kind words with her personally. We look forward to welcoming you and your family back soon! Sincerely, Brenda Heu Guest Relations

Dear Afiq R., Thank you for your wonderful feedback. We're delighted to hear that you enjoyed our excellent location, wonderful service, and delicious breakfast spread during your business trip. We truly appreciate your high recommendation and look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Wei D. S., Thank you for your feedback. We sincerely apologize for the poorly maintained condition of Room 1217 during your stay. We regret that the filtered water tap was broken, the shampoo was not refilled, and the cupboard was dusty. This is certainly not the standard we strive for, and we understand your disappointment. Please rest assured that your comments have been escalated to our Engineering and Housekeeping teams for immediate corrective action. We will ensure the water tap is repaired, amenities are properly replenished, and all areas are thoroughly cleaned before assigning the room to future guests. We hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Zalmy A., Thank you for your feedback. We're glad to hear that you found our hotel well located. However, we are deeply concerned and sincerely apologize for the inadequate housekeeping service you experienced. We regret that upon check-in, there was only one bath towel and no other towels, that the soap and conditioner dispensers were empty, and that there was no hairdryer in your room. We also sincerely apologize that it took housekeeping more than 30 minutes to bring these essentials. This is certainly not the standard we strive for, and we fully understand your frustration. Please rest assured that your comments have been escalated to our Housekeeping team for immediate corrective action and retraining. We are reinforcing our room inspection procedures and response times to ensure all amenities are complete and requests are attended to promptly and proactively. We truly appreciate your constructive feedback and hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Alan G., Thank you for your feedback. We're glad to hear that you found our location good and our rooms functional. However, we are deeply concerned and sincerely apologize for the disappointing check-in experience you encountered. We regret that our reception staff member was nonchalant and rude, and that this marred what should have been a warm welcome. We also apologize that your family group booking of two rooms could not be accommodated on the same floor, and we understand your confusion regarding the differing prices for identical rooms. Please rest assured that your comments have been escalated to our Front Office management team for immediate review and retraining. We will reinforce the importance of customer service and a warm welcome at all times, including at the end of a shift, and we will review our room allocation process to better accommodate group bookings. Your feedback regarding room pricing has also been noted for review. We truly appreciate your constructive feedback and hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Salina M. F., Thank you for your feedback. We're delighted to hear that you were satisfied with your stay and enjoyed our convenient location, lovely room view, spacious rooms, and the lovely spread at our buffet breakfast. However, we sincerely apologize for the inconsistencies you encountered with our room amenities. We regret that the bath towels were of differing quality—one thick and one worn—that no hand towels were provided, and that the extra hangers given were of a lower standard that did not align with the Pullman brand. This is certainly not the standard we strive for. Please rest assured that your comments have been escalated to our Housekeeping team for immediate review and corrective action. We are standardizing our linen quality, ensuring all required towels are provided, and reviewing our amenity supplies to ensure they reflect our brand standards. We truly appreciate your constructive feedback and hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Nur A. A. R., Thank you for your feedback. We are deeply concerned and sincerely apologize for the recurring issues you have experienced during your stays with us. We regret that you have never been able to secure a king-size bed despite your requests, that our breakfast options and taste have not met your expectations, and that you encountered a blocked sink two to three times this year—even when you had not used it. This is certainly not the standard we strive for, and we fully understand your frustration. Please rest assured that your comments have been escalated to our Front Office, Food & Beverage, and Engineering teams for immediate review and corrective action. We will look into our bed allocation process, review our breakfast offerings, and inspect the drainage systems in our rooms to prevent these issues from recurring. We truly regret that your experience has been so disappointing and hope to have the opportunity to restore your confidence in us. Sincerely, Brenda Heu Guest Relations

Dear Hishamudin A., Thank you for your wonderful feedback. We're delighted to hear that you had a comfortable and worry-free stay with us. We truly appreciate you taking the time to recognize our Pullman's Club staff. They will be thrilled to know that their service contributed to your satisfaction. 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 Hezleen H., Thank you for your 90% rating. We appreciate your feedback and are glad to hear that you had a good stay with us. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Hidayati M., Thank you for your feedback. We're delighted to hear that you found your accommodation comfy and loved everything about the room. However, we sincerely apologize that housekeeping did not top up your shower cap and face towel during room make-up. We understand your concern, especially during a week-long stay, and we agree that amenities should be checked and replenished before the team leaves the room. Please rest assured that your comments have been shared with our Housekeeping team for immediate corrective action and retraining. We hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Ting W. L., Thank you for your wonderful feedback. We're delighted to hear that you found our location and rooms comfortable, and that our staff were friendly and helpful. It's also great to know that your check-in was fast and that our team made a positive impression on you. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Dalton K. C. H., Thank you for your wonderful feedback. We're delighted to hear that you found our hotel convenient, comfortable, and clean, with sufficient facilities. We truly appreciate you taking the time to recognize Zila from Event/Marketing and Maxwell from Front Office. They will be thrilled to know that their efforts contributed to your satisfaction. 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 Mohammad A. J., Thank you for your detailed feedback. We are honored that you chose Pullman Miri to celebrate your anniversary and your baby's 3-month milestone. We're delighted that the room decoration, complimentary cake, and our team's friendly service made your stay special, and we truly appreciate your special thanks to our Reception team for assisting with the storage of your expressed breast milk and ice packs—we will share your appreciation with them personally. However, we sincerely apologize for the unpleasant bathroom odour, the malfunctioning sink in Room 1711, and the worn baby cot, bedding, and torn bedsheet. Your comments have been escalated to our Engineering and Housekeeping teams for immediate corrective action. We look forward to welcoming you and your family back for an even better experience. Sincerely, Brenda Heu

Dear Alwi S., Thank you for your continued loyalty and wonderful feedback. We truly appreciate you choosing Pullman Miri and are delighted to hear that you enjoy our convenient location near restaurants and convenience stores, our secure parking system, and the friendly and polite service from our staff. However, we sincerely apologize for the maintenance issues you encountered during your stay on Level 14. We regret that the telephone was not working, the fridge was leaking water, and the toilet blinds could not close properly at the bottom. Please rest assured that your comments have been escalated to our Engineering teams for immediate inspection and corrective action. We truly value your feedback and hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Sharifah A. S. A., Thank you for your wonderful feedback. We're delighted to hear that you had a comfortable and pleasant stay with us, and that our facilities and services met your satisfaction. It's great to know that your overall experience was positive and that you greatly appreciated our hospitality. Your kind words mean a great deal to our entire team. We look forward to welcoming you back soon! Sincerely, Brenda Heu Guest Relations

Dear Abdul S. K., 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 Hao L., Thank you for your feedback. We're glad to hear that you found our location convenient. However, we sincerely apologize that the room facilities felt basic and that the bathroom was a bit dirty with an unpleasant smell during your stay in the Deluxe Sea View Room. This is certainly not the standard we strive for. Please rest assured that your comments have been shared with our Housekeeping teams for immediate review and corrective action. We hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Al H. Z., Thank you for taking the time to share your detailed feedback. We are deeply concerned and sincerely apologize for the issues you encountered during your stay. We regret that you were assigned a smaller room without the sea view you had booked and paid extra for. We completely understand your disappointment, and we agree that you should have been informed in advance if your reserved room was unavailable. Please rest assured that this has been escalated to our Front Office team for immediate review and improvement in room allocation and communication. We also sincerely apologize that your towel request took about two hours to fulfill. This is certainly not the level of service we strive for, and your comments have been shared with our Housekeeping team for corrective action. Furthermore, we deeply regret that our staff knocked on your door and called your room despite the Do Not Disturb sign being displayed, especially late at night while you were putting your child to sleep. This was inappropriate, and we sincerely apologize for startling you. We are reinforcing our guest privacy and Do Not Disturb protocols with our team to ensure this does not happen again. Thank you for bringing these matters to our attention. We truly value your feedback and hope to welcome you back for a much-improved experience. Sincerely, Brenda Heu Guest Relations

Dear Esther W. X. F., Thank you for your feedback. We're delighted to hear that you enjoyed our big rooms and convenient facilities, including the gym, sauna, and steam room. It's also great to know that you appreciated the in-room amenities such as the shampoo, body wash, small weights, and yoga mat. However, we sincerely apologize for the discomfort you experienced with the air conditioning and pillows. We regret that the air conditioning could not be adjusted and remained at around 20°C even after turning it off, and that the contour and cotton pillows were too high and too big for your comfort. Please rest assured that your comments have been shared with our Engineering and Housekeeping teams for review and improvement. For future stays, please do not hesitate to contact our Front Desk team, we would be happy to provide alternative pillow options upon request. We hope to welcome you back for a more comfortable experience. Sincerely, Brenda Heu Guest Relations