Dear Ms. Y., Thank you for taking the time to complete a survey following your recent stay at The Plaza. At our hotel, we all take great pride in providing our guests with the highest standards of service, therefore, I am very sorry to learn that we failed to meet your expectations on this occasion; please allow me to express my sincere apologies. Your feedback is very important to us and I wish to assure you that we take your comments seriously and we will address these issues accordingly. Although we may not always enjoy receiving negative feedback, it certainly allows us to continuously review the services we provide and help us to concentrate our training efforts where needed to build the confidence and skills of our colleagues. Once again, please accept my sincere apologies and we hope to have the opportunity of warmly welcome you again to The Plaza in the near future. Sincerely, Sam Ioannidis Managing Director

Dear Ms. R., We are delighted to hear that you had an exceptional experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Mrs. G., We are delighted to hear that you had an exceptional experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Mr. A., Thank you for taking the time to share your detailed feedback. We cannot begin to describe how disheartening it is to learn of your disappointment. Please accept my sincere apologies for the lack of recognition during your stay as an esteemed ALL Diamond member. Rest assured, this is not typical nor exemplary of The Plaza's service legacy. I have shared your comments with our respective teams so that we may follow-up internally. It is through feedback such as yours that we may ensure our guests enjoy an unparalleled level of service. Although we cannot undo the events that occurred during your visit and as a token of our apology, we would love to have you back and extend a complimentary upgrade to a one-bedroom suite, subject to availability and blackout dates. Please contact my office directly so that we can assist with your next reservation and ensure everything is taken care of to your satisfaction. We do hope the rest of your time in New York was enjoyable, and that you will allow us another chance to better serve you next time your travels bring you to New York City. Sincerely, Sam Ioannidis Managing Director

Dear Mrs. A., Thank you very much for taking the time and sharing your feedback. While I wish you had a better experience with our Front Desk team, it is the constructive feedback like this that allows us to continuously review the services we provide and help us to concentrate our training efforts where needed to build the confidence and skills of our colleagues. Please rest assure, we will be following up with the respective team internally. On the other hand, it is encouraging to know that you enjoyed other aspects of your stay. Thank you for choosing The Plaza and we hope to be presented with an opportunity to better serve you soon. Sincerely, Sam Ioannidis Managing Director

Dear Mrs. B., We are delighted to hear that you and your husband had an exceptional experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Mrs. C., Thank you so much for your kind comments about your stay with us! We are so very glad to have welcomed you and your family, and to learn that you had an enjoyable experience at The Plaza. We appreciate your observations regarding the bedside tables and will follow up internally. I have shared your comments with our team and I am sure that they will serve as encouragement and inspiration. Thank you for being our guest and we look forward to welcoming you back. Sincerely, Sam Ioannidis Managing Director

Dear Mr. W., Thank you for taking the time to share your experience. It is a pleasure to have welcomed you and your family for your wife's birthday celebration! Our team delights in ensuring all of our guests enjoy The Plaza's legacy of extraordinary service. I have shared your comments with our colleagues, which no doubt will serve as encouragement and inspiration. We hope for the opportunity to welcome you once again, and wish that the next visit may be as wonderful as the last. Sincerely, Sam Ioannidis Managing Director

Dear Mr. H., We very much appreciate your comments regarding your stay at The Plaza, A Fairmont Hotel. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Sam Ioannidis Managing Director

Dear Mrs. B., Thank you for taking the time to share your feedback regarding your recent stay at The Plaza. I sincerely apologize for the challenges you faced during your recent stay. It is disappointing to hear that your experience did not meet the high standards that we strive to deliver, particularly regarding the mattress in your room, our menu offerings, and security protocols. I regret that the firmness of the mattress caused you and your husband discomfort and that our efforts to provide additional bedding were unsatisfactory. Your comments regarding the breakfast experience and the espresso maker have been noted, and I appreciate you bringing these matters to our attention. Regarding the security measures in place for entry, I assure you that they are designed to ensure the safety and privacy of all our guests. However, I understand how this could have been perceived differently, and I apologize for the inconvenience caused. We appreciate your feedback, as it highlights areas where we must improve. I understand that a simple apology is not enough, and I want you to know that we take your concerns seriously. We are committed to addressing the issues you raised and making improvements to ensure that future guests have a more enjoyable experience. We do hope the rest of your time in New York was enjoyable, and that you will allow us another chance to better serve you next time your travels bring you to New York City. If I can be of any further assistance to you in the meantime, please reach out to me directly. Sincerely, Sam Ioannidis Managing Director

Dear Ms. M., We are delighted to hear that you had an exceptional experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Mr. B., We are delighted to hear that you had an exceptional experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Ms. T., Thank you for sharing your feedback regarding your recent stay at The Plaza, A Fairmont Hotel. While I wish you had a better experience surrounding the events taking place during your visit, it is the constructive feedback like this that we learn from and use to improve our services and experience. On the other hand, it is encouraging to know that you enjoyed our location, room accommodations, and the delightful tea experience. Thank you for choosing The Plaza and we hope to be presented with an opportunity to better serve you soon. Sincerely, Sam Ioannidis Managing Director

Dear Mr. Diedrichs, We are very disappointed to hear about your recent experience and would welcome the opportunity to speak with you directly to understand the situation better. This is certainly not the experience that we strive to deliver. Please feel free to reach out to me directly to discuss in more detail. Sincerely, Sam Ioannidis Managing Director

Dear Ms. P., We very much appreciate your comments regarding your stay at The Plaza, A Fairmont Hotel. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Sam Ioannidis Managing Director

Dear Ms. Q., Thank you for taking the time to tell us about your experience at The Plaza. We are disheartened to learn of all the challenges you faced during your recent stay. It is disappointing to hear that your experience did not meet the high standards that we strive to deliver, particularly regarding the condition of the room, its fixtures, the lack of cold water, the staff's inability to accommodate your requests, and the mixed service from our Concierge team. We appreciate your feedback as it highlights areas where we must improve. These deficiencies have been shared with the team to follow up internally. Rest assure, we are committed to addressing the issues you raised and making improvements to ensure that future guests have a more enjoyable experience. We do hope the rest of your time in New York was enjoyable, and that you will allow us another chance to better serve you next time your travels bring you to New York City. If I can be of any assistance to you in the meantime, please do not hesitate to contact me directly. Sincerely, Sam Ioannidis Managing Director

Dear Mr. E., Thank you so much for your kind comments about your stay with us! We are so very glad to have welcomed you, and to learn that you had an enjoyable experience at The Plaza. I have shared your comments with our team and I am sure that they will serve as encouragement and inspiration. Thank you for being our guest and we look forward to welcoming you back. Sincerely, Sam Ioannidis Managing Director

Dear Mr. W., We are delighted to hear that you had yet another wonderful experience. Thank you for your kind words and we look forward to having you with us again soon. Warm regards, Sam Ioannidis Managing Director

Dear Mr. K., Thank you for taking the time to tell us about your experience at The Plaza. I sincerely apologize for the challenges you faced during your recent stay. It is disappointing to hear that your experience did not meet the high standards that we strive to deliver, particularly regarding the lack of assistance with your belongings upon arrival, the lack of warmth and recognition from our security personnel, the rushed service you experienced at The Palm Court, the incident with room service server and the order taker unable to fulfill your request. We appreciate your feedback, as it highlights areas where we must improve. I have requested an internal follow up with all the concerned departments as we are committed to addressing the issues you raised and making improvements to ensure that future guests have a more enjoyable experience. We do hope the rest of your time in New York was enjoyable, and that you will allow us another chance to better serve you next time your travels bring you to New York City. Sincerely, Sam Ioannidis Managing Director