Dear Ong X. K., Thank you for your kind review and for sharing your feedback with us. We are delighted to hear that you experienced great hospitality and that our team took such good care of you. Your recognition of our service means a great deal to us. We also understand your disappointment regarding your ALL Gold membership status reverting to Classic after a period of inactivity during the COVID years and for personal reasons. We appreciate how important the loyalty programme is to our returning guests, and we hope you will have the opportunity to rebuild your membership status and enjoy its benefits again. We also appreciate your feedback regarding the room information on our booking platforms. We understand how helpful it is for guests to have clear images and an easy comparison of the differences between room categories when making their choice. We will share your comments with the relevant team for review. Thank you once again for your continued support and for helping us identify areas where we can improve. We look forward to welcoming you back and taking even better care of you on your next visit. Kind regards, Devi.C Guest Experience

Dear Mazlan M., Thank you for taking the time to share your lovely feedback. We are delighted to hear that you had a comfortable stay, with a smooth check-in, enjoyable breakfast, and a good view from your room. It is especially pleasing to know that our housekeeping team made a positive impression through their friendly service. We will certainly share your kind words with the team. We also truly appreciate you noticing the improvements we have made, particularly the larger and more organised dust bin in the kitchen/pantry area. Feedback like yours encourages us to continue looking closely at the details that make a stay more comfortable and convenient for our guests. Thank you once again for your support and encouragement. We look forward to welcoming you back and continuing to improve your experience with us. Kind regards, Devi.C Guest Experience

Dear D. Gia Q., Thank you for sharing your honest feedback with us. As a returning guest who has stayed with us several times and previously had good experiences, we are particularly sorry to learn that this visit left you feeling disappointed. We sincerely apologise that you did not feel welcomed by our front office team and that the level of customer service fell short of what you had experienced with us in the past. We understand that returning guests expect to feel recognised, valued and genuinely cared for, and we regret that we did not deliver that experience during this stay. Your comments have been taken seriously and will be shared with our management and service teams as a reminder of the importance of warmth, attentiveness and consistency in every guest interaction. We truly appreciate your previous support and would be grateful for the opportunity to regain your confidence and provide the experience you have come to expect from us. Kind regards, Devi.C Guest Experience

Dear Aziaton A., Thank you for sharing your experience with us. We are glad to hear that you enjoyed the spaciousness of our two-bedroom apartment, its facilities, and the comfort of the beds. We are very sorry to learn that you fell in the bathroom due to the stagnant water. We sincerely hope that you are alright and did not sustain any injury. This is certainly not the experience we want for any of our guests, and we appreciate you bringing the matter to our attention during check-out. Please be assured that we are taking your feedback seriously and will have the area thoroughly inspected by our Housekeeping and Engineering teams to ensure the issue is properly addressed and does not recur. We are also delighted that Jimmy from our Level 10 breakfast team made a positive impression on you. We will personally share your kind mention with Jimmy and the team, as recognition from our guests is always greatly appreciated. Thank you once again for highlighting both the positive aspects of your stay and the area where we need to do better. We truly appreciate your understanding and hope to have the pleasure of welcoming you back for a safer and more enjoyable stay. Kind regards, Devi.C Guest Experience

Dear K. Ming C., Thank you for sharing your feedback with us. We are pleased that you found our location convenient, but we sincerely apologize for the discomfort caused by the uneven firmness of the mattress. Your suggestion regarding a planned mattress rotation and maintenance programme is appreciated and is certainly worth reviewing with our Rooms Division team. Please do not hesitate to request for a mattress topper for your future visits with us too. We also regret that you had limited interaction with our team during your stay. We always aim to provide a warm and engaging experience, and we will continue to reinforce attentiveness and guest engagement with our team. We hope to have the opportunity to welcome you back and provide a more comfortable and personable stay. Kind regards, Devi.C Guest Experience

Dear Lerfhan M., Thank you for your kind feedback. We are pleased to hear that you had a comfortable stay and appreciated the warm and attentive service from our team. It is also wonderful to know that your room was consistently kept clean throughout your stay. We truly appreciate your support and look forward to welcoming you back to Pullman KLCC. Kind regards, Devi.C Guest Experience

Dear Okky Y. P., We sincerely apologize for the delay in providing your laundry invoice and for the inconvenience caused by the lack of an update after our receptionist had promised to send it. We understand the importance of following through on such requests promptly. Please be assured that the invoice has now been forwarded by our Duty Manager. We appreciate your patience and understanding, and we regret that this matter was not attended to sooner. Kind regards, Devi.C Guest Experience

Dear Hitoshi K., Thank you for sharing your feedback. We are delighted to know that you enjoyed our convenient location, spacious rooms, and wide variety of breakfast options. It is also wonderful to hear that our team members’ warm and friendly smiles made a positive impression during your stay. We sincerely apologise for the inconvenience caused by the television network issue, particularly as you were unable to watch TV on your second night. We appreciate you bringing this to our attention and will share your feedback with our technical team for further review and improvement. We hope to have the opportunity to welcome you back for a more seamless and enjoyable stay. Kind regards, Devi.C Guest Experience

Dear Shakeel A., Thank you for your wonderful feedback. We are delighted to hear that you experienced excellent service and found our team members helpful and attentive throughout your stay. Your kind words are a great encouragement to the entire team, and we look forward to welcoming you back to Pullman KLCC soon. Kind regards, Devi.C Guest Experience

Dear Lee C. L., Thank you for sharing your feedback with us. We are delighted to hear that you enjoyed your comfortable stay, spacious room, and the friendly service provided by our team. Regarding the breakfast inclusion, we would like to clarify that your Agoda reservation was made for one registered guest, and therefore breakfast for one adult was included in the booking. The additional charges were for the extra adult and child breakfasts. We also sincerely apologise for the inconvenience caused by the room key card malfunctioning twice during your stay. We understand how frustrating this can be, and we will have our team look into the issue to help prevent a recurrence. Thank you once again for your valuable feedback. We hope to have the pleasure of welcoming you and your family back for an even smoother stay. Kind regards, Devi.C Guest Experience

Dear Shaun S., Thank you for your kind review following your stay at Pullman KLCC. We are delighted to know that you enjoyed our convenient location, attentive service and food offerings. It is wonderful to hear that we were able to provide a pleasant stopover experience. We truly appreciate your recommendation and look forward to welcoming you back for another enjoyable stay in Kuala Lumpur. Kind regards, Devi.C Guest Experience

Dear Kristin M. D., Thank you for your wonderful feedback following your stay at Pullman KLCC. We are delighted to know that you enjoyed our convenient location, comfortable facilities and breakfast buffet, and that you found the hotel clean and our team accommodating and helpful. It is especially heartening to hear that our colleagues made you feel comfortable and well supported during your first visit to Malaysia. We understand that visiting a new country for the first time can come with many questions, so we are very pleased that our team was able to assist you and make your stay a little easier. Your kind recognition of the entire team is greatly appreciated and will certainly be shared with our colleagues. Thank you as well for recommending us to other travellers visiting the area for business. We look forward to welcoming you back to Kuala Lumpur on your next visit. Kind regards, Devi.C Guest Experience

Dear Mohd A. A. A., Thank you for sharing such a wonderful review following your first staycation with your little one at Pullman Kuala Lumpur City Centre. We are delighted to know that your experience exceeded expectations and that the welcoming gift and children’s amenities helped make your family’s stay more comfortable and enjoyable. It is also wonderful to hear that you enjoyed our room service and restaurant offerings, found the parking convenient, and experienced great service throughout your stay. We are especially pleased that your reservation experience was smooth and hassle-free. Your kind recognition of our reservations agent for providing clear information and assisting with your family’s needs is greatly appreciated, and we will be sure to share your compliments with the team, Thank you for highlighting the areas where our housekeeping could be more thorough. We apologise that some areas, including the bathroom and kitchen corners and spaces underneath the furniture, were not cleaned to the standard you expected. Your feedback has been shared with our Housekeeping team so that greater attention can be given to these often-overlooked areas. Most importantly, we are thrilled to hear that you are looking forward to returning for another family stay. We look forward to welcoming you and your little one back for another memorable staycation. Kind regards, Devi.C Guest Experience

Dear Vikram P., Thank you for your wonderful feedback following your stay at Pullman KLCC. We are delighted to hear that you enjoyed a smooth check-in experience and were pleased with the service and comfort of your room. We are especially grateful for your recognition of Dylan, both for his attentive service at breakfast and for assisting with our Members Priority Check-In. Your kind words will certainly be shared with Dylan, as recognition from our guests is a wonderful encouragement to our team. It is also great to know that our location added to the convenience of your stay. We truly appreciate your generous comments and look forward to welcoming you back for another enjoyable experience. Kind regards, Devi.C Guest Experience

Dear P. Yeong Y., Thank you for your kind review following your stay at Pullman KLCC. We are delighted to know that you had a comfortable stay and found our team kind and friendly. Your appreciation means a great deal to us, and we will be sure to share your compliments with our colleagues. It was our pleasure to have you with us, and we look forward to welcoming you back for another pleasant stay in Kuala Lumpur. Kind regards, Devi.C Guest Experience

Dear Bashit I., Thank you for sharing your feedback, and please accept our sincere apologies for the disappointing experience you encountered during breakfast. We are particularly sorry to hear that, while dining alone, you felt overlooked by our team and noticed guests behind you being attended to first. We fully understand how frustrating and uncomfortable this must have been, and this is certainly not the level of attentive and respectful service we aim to provide to any of our guests. Your feedback has been shared with our Restaurant team for review and follow-up. We will reinforce the importance of being attentive to all guests and ensuring that everyone is acknowledged and assisted fairly, regardless of whether they are dining alone or as part of a group. We truly regret that this experience affected your impression of your stay. Thank you for bringing it to our attention, as your feedback helps us identify where we need to improve. Kind regards, Devi.C Guest Experience

Dear Nur D. A., Thank you for sharing such a wonderful review. We are delighted to know that you had an excellent stay at Pullman KLCC and felt well cared for from the moment you arrived. We are especially pleased that Theresa, our Club Lounge Manager, and Isa from our breakfast team made such a positive impression. We will certainly share your kind recognition with them, particularly your mention of Theresa’s warm welcome and Isa’s thoughtful service with the freshly baked croissants. We also appreciate your understanding regarding the few mistakes during your stay and are glad our team was able to rectify them promptly. Your suggestion regarding water taps in the rooms is valuable, and we will share it with the relevant team as we continue to explore more sustainable and convenient solutions. Thank you once again for your kind words. We look forward to welcoming you back for another wonderful stay. Kind regards, Devi.C Guest Experience

Dear Qua C. S., Thank you for sharing your feedback with us. We sincerely apologise for the inconveniences you experienced during your stay, particularly regarding the walkway information and the parking charges. We regret that there was insufficient signage to clearly guide you to the covered walkway connecting the hotel with the KL Convention Centre area. We will review the visibility and placement of our directional signage so that guests can more easily identify the most convenient routes from the hotel. We are also sorry to hear about the unpleasant interaction you experienced with a staff member at the neighbouring property. While this was outside our hotel's direct operations, we understand that the encounter added to your frustration, and we regret that your experience was made uncomfortable. Regarding the parking, we sincerely apologise for the conflicting information provided. We understand your disappointment after being advised at check-in that parking was complimentary, only to encounter an outstanding amount at the exit after your three-night stay. Being subsequently advised by our Concierge that you could simply exit the car park understandably made the situation even more confusing. This inconsistency should not have occurred, and we will reinforce the correct parking information and procedures with our Front Office and Concierge teams to ensure guests receive clear and accurate information from the outset. We appreciate you bringing these matters to our attention. Your feedback highlights areas where we need to improve both our communication and guest guidance. We hope to have the opportunity to welcome you again and provide a much smoother experience. Kind regards, Devi.C Guest Experience