Dear Adolf M., location, and smooth check-out experience. However, we sincerely apologise for the inconvenience and concern caused by the waiting period for your deposit refund. We understand that having to wait 14 to 21 working days for the funds to be returned can be frustrating, especially when you are accustomed to receiving an immediate refund at other hotels. As the deposit was processed through your payment card, the time required for the funds to be released depends on the processing procedures of the relevant bank or payment provider. Nevertheless, we understand that this can be inconvenient, and we appreciate your feedback on the importance of communicating our deposit and refund procedures clearly to guests in advance. Thank you for bringing this matter to our attention. We hope to have the pleasure of welcoming you back to Pullman KLCC Hotel & Residences for an even more seamless experience in the future. Kind regards, Devi.C Guest Experience

Dear Yong Kah W., Thank you for sharing your feedback with us. We are pleased to know that you enjoyed our convenient location and comfortable room. However, we sincerely regret that aspects of our service fell short of your expectations. Please accept our apologies for the uncomfortable experience you encountered during check-in A. the Executive Lounge. As a valued ALL Platinum member, you deserve to feel recognised and appreciated for your continued loyalty to Accor. We understand your disappointment A. being informed that you were not entitled to lounge access after being invited to check in there. While membership verification may occasionally be necessary, it should always be handled professionally, courteously, and with discretion. We regret that this interaction left you feeling embarrassed and that our membership recognition process appeared inconsistent. We are equally concerned to learn about your breakfast experience. Every guest deserves a warm welcome, attentive service, and equal treatment regardless of their nationality. We are sorry that the greeting and service you received did not reflect the genuine hospitality we strive to provide. Your observation is taken seriously, and we will share your feedback with the relevant team for review and reinforcement of our service standards. Thank you for your continued trust in Accor and for bringing these matters to our attention. We sincerely regret that these experiences affected your impression of our hotel. We hope to have another opportunity to welcome you back and provide the consistent recognition, respect, and personalised service you rightfully expect as a valued member. Kind regards, Devi.C Guest Experience

Dear Tomohiko K., Thank you for sharing your feedback and for choosing Pullman KLCC Hotel & Residences. We are pleased to know that you enjoyed our location, and we appreciate your feedback regarding the smoking facilities. We understand the importance of having a convenient designated smoking area. While smoking facilities within the apartment are not available, guests may smoke outside the apartment entrance in the lobby area or at the swimming pool area on Level 10. Thank you for your understanding, and we look forward to welcoming you back for another pleasant stay with us. Kind regards, Devi.C Guest Experience

Dear O. Hui, Thank you for your wonderful review and recommendation! We are delighted to hear that you had a fantastic stay at Pullman KLCC and that our convenient location and exceptional service made your visit memorable. Your kind words mean a great deal to our team and serve as a wonderful encouragement for us to continue delivering warm hospitality and memorable experiences to our guests. Thank you for choosing to stay with us. We look forward to welcoming you back to Pullman KLCC for another excellent stay on your next visit to Kuala Lumpur. Kind regards, Devi.C Guest Experience

Dear Sanjiv G., Thank you for sharing your feedback. We sincerely apologise that your experience fell short of your expectations and the standards you have come to associate with Pullman. We are particularly sorry for the lack of warm hospitality and recognition during your interactions with our reception team. As an Accor member, you should feel welcomed and valued from the moment you arrive, and we regret that this was not reflected in your check-in experience. Your comments regarding our reception service and airport transfer quotation have been noted for the relevant teams to review. We also regret the discomfort caused by the leaking toilet and ineffective air conditioning, especially the disturbance to your sleep. While our Maintenance team attended to and rectified the reported defects, we acknowledge the frustration of having to request assistance more than once. Please accept our sincere apologies for the inconvenience and the impact on your overall comfort. Your feedback regarding the condition of our rooms and facilities is equally important, and we will share it with the relevant team for further attention. While we appreciate your kind recognition of our Level 2 restaurant and bar colleagues, we regret that the service experienced elsewhere did not meet your expectations. Your feedback serves as an important reminder of the need for consistent service and genuine hospitality across all departments. Thank you for bringing these matters to our attention. We hope to have the opportunity to provide you with a more comfortable and welcoming experience in the future. Kind regards, Devi.C Guest Experience

Dear C. Yew L., Thank you for your continued loyalty to Pullman KLCC and Accor. We are delighted to know that our team's hospitality, from our doormen and reception colleagues to our housekeeping team, continues to make you feel welcome. It is also wonderful to hear that you enjoyed the comfort of your room and our convenient location. However, we sincerely apologise that your room was not properly checked and cleaned before your arrival, leaving traces of the previous occupant. While we are pleased that our housekeeper responded promptly to your request, we recognise that the room should have been presented in the proper condition from the outset. Your feedback will be shared with our housekeeping team to reinforce the importance of thorough room inspections and attention to detail. We also appreciate your comments regarding the pool area and understand your concern about other guests eating in the pool. We will share your feedback with the relevant team for review to help maintain a clean, comfortable, and enjoyable environment for all our guests. Thank you once again for your continued support and for taking the time to share both your appreciation and suggestions. We look forward to welcoming you back for another lovely stay, with an even better experience next time. Warm regards, Devi.C Guest Experience

Dear Mr. Dadang H., Thank you for your kind review. We’re delighted to hear that you had a good experience with us. We truly appreciate your support and look forward to welcoming you back again soon. Best regards, Reece Mia Guest Experience Manager

Dear Pierre L. B., Thank you for sharing your feedback with us. We sincerely apologise for the inconvenience and frustration caused by the deposit refund process. We understand your concern, particularly as the deposit was deducted from your debit card rather than simply held as a temporary authorisation. For debit card transactions, the refund may take up to 30 days to be credited back to your account, depending on the processing time of the respective bank. To avoid having funds tied up during your travels, we would recommend a cash deposit upon check-in, as this is our preferred alternative for guests who wish to avoid waiting for a bank refund. We appreciate you bringing this matter to our attention and regret that this aspect of your stay did not meet your expectations. Your feedback is important to us as we continuously strive to improve our guest experience. Kind regards, Devi.C Guest Experience

Dear Jacob P. Greatbach, Thank you for sharing your feedback. We sincerely apologise for the frustrating experience you encountered during both check-in and check-out. We understand how disappointing it must have been to wait nearly an hour beyond the check-in time, only to have to queue again due to a lack of communication regarding your room readiness. We are equally sorry that the check-out process did not meet your expectations and that our team did not take the initiative to assist you promptly. This, together with the unfriendly service you experienced, is certainly not the level of hospitality we strive to provide. Please be assured that your comments regarding our service processes, communication, and team attentiveness are taken seriously and will be shared with the relevant departments for review and improvement. We also regret that the overall experience, did not leave you with a more positive impression. Thank you for bringing these matters to our attention. We value your feedback as an opportunity to improve, and we hope to have the opportunity to welcome you back for a much smoother and more pleasant stay. Kind regards, Devi.C Guest Experience

Dear Mr. Lee S. T., Thank you for your kind feedback. We’re delighted to hear that Ms. Ira made a positive impression with her courteous service during check-in. We’ll be sure to share your kind words with her. We look forward to welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences for another enjoyable stay. Best regards, Reece Mia Guest Experience Manager

Dear Mr. Achmad R. v. S., Thank you for sharing your feedback with us. We’re delighted to hear that you enjoyed your two-night stay, found the room clean and comfortable, and loved our swimming pool and convenient location. We also appreciate your comments on the breakfast menu and taste. Your feedback is valuable to us, and we will share it with our culinary team as we continue to improve our breakfast offerings. We look forward to welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences for another enjoyable stay. Best regards, Reece Mia Guest Experience Manager

Dear Mr. Simon M., Thank you for your wonderful feedback. We’re delighted to hear that you had a perfect stay in Kuala Lumpur with us. It was a pleasure having you at Pullman Kuala Lumpur City Centre Hotel & Residences, and we look forward to welcoming you back for another memorable stay. Best regards, Reece Mia Guest Experience Manager

Dear David M., Thank you for sharing your feedback with us. We are pleased to know that our team made a positive impression through their pleasant and accommodating service. However, we sincerely apologise for the inconveniences you experienced during your stay. We regret that some of the hot breakfast items were served cold, and we will share your comments with our culinary team to reinforce the importance of maintaining appropriate food temperatures throughout breakfast service. Regarding the RM10 per night tourism tax, this is a mandatory government-imposed tax applicable to foreign tourists staying at hotels in Malaysia. Nevertheless, we sincerely regret that a clear explanation was not provided during check-in. We are also sorry for the electrical issues in your original room and the inconvenience of having to relocate later in the evening. While a room move was necessary to address the issue, we regret that the view from your replacement room did not meet your expectations. Thank you once again for your valuable feedback. We appreciate your understanding and hope to have another opportunity to welcome you back for a more comfortable and seamless experience at Pullman KLCC Hotel & Residences. Kindregards, Devi.C Guest Experience

Dear Mr. Kim S. S., Thank you for sharing your feedback with us! We’re glad you enjoyed our convenient location, making it easy to visit nearby attractions and shopping malls. It’s also wonderful to hear that our Living Space and lobby team made a positive impression with their friendly service. We appreciate your suggestion regarding the washing machine in the residence. We understand how having one in the room would make your stay more convenient, especially for longer visits, and we will take note of your feedback. Thank you for choosing Pullman Kuala Lumpur City Centre Hotel & Residences. We look forward to welcoming you back for another enjoyable stay! Best regards, Reece Mia Guest Experience Manager

Dear Ms. Saleha m. n., Thank you for sharing your feedback. We’re glad to hear that you enjoyed a comfortable stay and our convenient location. We also appreciate you highlighting the signage for our chargeable snacks. We understand how this could be unclear, and we’ll take your feedback into consideration to make the information more visible for our guests. We look forward to welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences for another pleasant stay. Best regards, Reece Mia Guest Experience Manager

Dear Alessandro L. T., Thank you for sharing your feedback with us. We sincerely apologise that the condition and comfort of the bed significantly affected your stay and prevented you from getting the proper rest you deserved. We are particularly sorry that, despite raising your concerns with our Reception and Guest Services teams and requesting a mattress topper, mattress replacement, or an additional blanket for support, we were unable to provide a satisfactory solution. While we appreciate that our team expressed their apologies, we fully understand that empathy alone is not enough when a guest is experiencing such discomfort. The creaking mattress and lack of adequate support are certainly not the experience we want our guests to have. Please be assured that your comments will be shared with our relevant teams for further inspection and follow-up, particularly regarding the condition of the mattress and the options available to address similar concerns more effectively in the future. Thank you for bringing this matter to our attention. We regret that we fell short of your expectations and hope you will allow us another opportunity to provide you with the comfortable and restful stay. Kind regards, Devi.C Guest Experience

Dear Mr. Abdul B., Thank you for your lovely feedback. We’re happy to hear that you had a comfortable stay and enjoyed our breakfast. It’s always a pleasure to know our guests leave with a good impression, and we look forward to welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences soon. Best regards, Reece Mia Guest Experience Manager

Dear Mr. Christian A. R. B., Thank you for sharing your experience with us. We’re delighted to hear that you enjoyed your Club King Room, Club Lounge and gym facilities. It’s great to know that our central location made it easy for you to explore Pavilion KL, Bukit Bintang and KLCC. We truly appreciate your feedback and look forward to welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences for another enjoyable stay. Best regards, Reece Mia Guest Experience Manager

Dear Mrs. Santi k., Thank you for sharing your feedback with us. We’re delighted to know you had a comfortable stay and hope to have the pleasure of welcoming you back to Pullman Kuala Lumpur City Centre Hotel & Residences for another enjoyable experience. Best regards, Reece Mia Guest Experience Manager