Dear Mr S. Weiting, Thank you for bringing this very serious matter to our attention, and please accept our deepest and sincerest apologies. What you have described regarding the breakfast tableware and the bedding is completely unacceptable and far below the hygiene and cleanliness standards we uphold at Hotel Majapahit Surabaya - MGallery Collection. There is no excuse for serving tableware that is not thoroughly cleaned, nor for any bloodstains on bedding. We fully understand your disappointment and concern. Please be assured that we are taking your feedback with the utmost seriousness: 1. We have launched an immediate investigation with our Food & Beverage and Stewarding teams to review our dishwashing procedures and quality check process. 2. We have reinforced intensive retraining for our Housekeeping and Laundry teams on linen inspection standards, ensuring every item of bedding is spotlessly clean and replaced if it does not meet our standard.Your feedback has been escalated to our Executive Committee. We are truly sorry that we failed to provide you with the clean and safe environment you rightfully expected. We would greatly appreciate the opportunity to speak with you directly. Please feel free to contact me at your convenience. We hope you will allow us to restore your trust. With our sincerest apologies, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection

Dear Mr Ziling S., Thank you very much for your kind words. We are delighted to know that you had a great overall experience with us. It makes us very happy to hear you enjoyed our location, the beautiful surroundings, our friendly team, and especially the breakfast. We are truly sorry about the issue with the room key. We apologize for the inconvenience this caused during your stay. Your comment has been shared with our technical team so we can prevent this from happening again. Thank you again for choosing Hotel Majapahit Surabaya. We sincerely look forward to welcoming you back and providing you with the flawless experience you deserve. Warm regards, Kahar Salamun General Manager.

Dear Mrs/Ms Ting Z., Thank you very much for your review and for staying with us at Hotel Majapahit Surabaya - MGallery Collection. We sincerely apologize that you found the hotel layout challenging and had difficulty finding your way and your room. As a historic heritage building, the corridors are indeed quite extensive. We actually do have signage in place directing guests to the rooms and to the emergency exits, and our reception team also provides a hotel map and explains the layout during check-in. However, we understand that this may not have been clear enough for you, and we truly appreciate your feedback. We will review the placement and visibility of our signage to make it even easier for all guests to navigate. We are also very sorry to hear about the lack of power outlets by the bed and the condition of the linens. This is not the standard we aim for. We have immediately reported this to our housekeeping and engineering teams for a thorough inspection and rectification. On a brighter note, thank you so much for your kind words about Rama in the lobby. We will be sure to share your praise with him. His diligence and kind service truly represent the heart of Hotel Majapahit Surabaya - MGallery Collection. We hope to welcome you back and provide you with a much more seamless experience. Regards, Kahar Salamun General Manager.

Dear H. Meiyi, Thank you for your kind review. We are delighted to hear that you found your stay very comfortable and that our room attendant staff made you feel well looked after. Regarding the trash that you left on the table, we worry you still have a good use since it was not disposed of in the trash bin. Hospitality is always at the heart of Hotel Majapahit Surabaya - MGallery Collection, and we will be sure to share your kind inputs with our team. We look forward to welcoming you back for another comfortable and memorable experience at Hotel Majapahit Surabaya - MGallery Collection. Warm regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection.

Dear Mr/Ms Jia X., Thank you for your kind review. We are delighted to hear that you found your stay very comfortable and that our staff made you feel welcome. Hospitality is at the heart of Hotel Majapahit Surabaya - MGallery Collection, and we will be sure to share your kind words with our team. We look forward to welcoming you back for another comfortable and memorable experience at Hotel Majapahit Surabaya - MGallery Collection. Warm regards, Kahar Salamun General Manager Hotel Majapahit Surabaya - MGallery Collection.

Dear Ge W., On behalf of The Hotel Majapahit Surabaya, we would like to thank you for staying with us! We feel honored for your wonderful compliments, and for your time to give us your generous review about our hotel. This considered a cultural asset of the nation, classic colonial hotel has been serving guest and many luminaries for over a century, and we are proud to extend those signature service to you. It is a great pleasure to hear that we have met your expectations in all aspects. I have taken the liberty of sharing your kind words with the team and they are thrilled to know about your fabulous stay. We sincerely hope to be able to welcome you back whenever your travels bring you to Surabaya again. Very Best Regards, Kahar Salamun General Manager.

Dear Jiashun Zhong, On behalf of The Hotel Majapahit Surabaya, we would like to thank you for staying with us! We feel honored for your wonderful compliments, and for your time to give us your generous review about our hotel. This considered a cultural asset of the nation, classic colonial hotel has been serving guest and many luminaries for over a century, and we are proud to extend those signature service to you. It is a great pleasure to hear that we have met your expectations in all aspects. I have taken the liberty of sharing your kind words with the team and they are thrilled to know about your fabulous stay. We sincerely hope to be able to welcome you back whenever your travels bring you to Surabaya again. Very Best Regards, Kahar Salamun General Manager.

尊敬的 Xiaoting C.： 感谢惠赐有关下榻 Majapahit Hotel Surabaya - MGallery Collection 的宝贵意见。听到您对我们工作的肯定，十分开心。 我会将您的意见与我们的团队一起分享。一直以来，我们坚持不懈地提升服务质量，我相信这个反馈将给我们所有的员工带来莫大的鼓舞。 再次感谢您与我们分享您的体验，我们真诚地希望您的下一次光临会像前一次一样愉快。 谨启

Dear Sicheng c., Thank you for your feedback. We are glad you enjoyed our scenery and location. Regarding your note on bottled water, we exclusively use glass bottles to eliminate single-use plastics as part of our core sustainability commitment to protect the environment. We also sincerely apologize for the issues you experienced. We are addressing your concerns immediately by: Inspecting and upgrading our showerheads and room lighting. Reviewing our housekeeping standards to ensure fresher bedding and towels. Improving ventilation for first-floor rooms to reduce dampness. Enhancing our breakfast menu to better cater to Chinese culinary preferences. We truly appreciate your input and hope to welcome you back for a much more comfortable stay in the future. Sincerely, Kahar Salamun General Manager.

Dear Weiqing Y., On behalf of The Hotel Majapahit Surabaya, we would like to thank you for staying with us! We feel honored for your wonderful compliments, and for your time to give us your generous review about our hotel. This considered a cultural asset of the nation, classic colonial hotel has been serving guest and many luminaries for over a century, and we are proud to extend those signature service to you. It is a great pleasure to hear that we have met your expectations in all aspects. I have taken the liberty of sharing your kind words with the team and they are thrilled to know about your fabulous stay. We sincerely hope to be able to welcome you back whenever your travels bring you to Surabaya again. Very Best Regards, Kahar Salamun General Manager.

Dear Yan C., Thank you for such a detailed and appreciative review. We are delighted to hear that you noticed and enjoyed the careful selection of our amenities, from our premium coffee and tea to the comfort of our bedding. It is our goal to create a space where our guests can truly unwind, and I am especially pleased that you felt the warm, leisurely atmosphere in our restaurant during breakfast. Our team takes great pride in their attentive service, and I will be sure to share your kind words with them, they will be thrilled to know that their efforts to make your morning feel special were so well-received. Knowing that you value the unique character and history of our home is a true honor. We look forward to welcoming you back for another relaxing stay in the heart of Surabaya. Warm regards, Kahar Salamun General Manager

Dear Andi G., Thank you for such a heartfelt recommendation! We are thrilled that you were able to experience the century-old charm that makes our hotel so special. It is our goal to ensure that every guest feels the warmth of our hospitality from the very first moment they step through our doors. I will be sure to share your kind words with our reception team; knowing that their warm welcome and genuine smiles left such a lasting impression is the greatest compliment they could receive. We are truly honored that you chose to spend your time with us in Surabaya, and we cannot wait to welcome you back for another unforgettable visit. Sincerely, Kahar Salamun - GM

Dear Yanxin W., We very much appreciate your comments regarding your stay at the Majapahit Hotel Surabaya - MGallery Collection. It is always a pleasure to receive positive feedback. 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, Kahar Salamun - GM

Dear Zhijun Y., Thank you for sharing your thoughtful feedback with us. It is wonderful to hear that you enjoyed the historic charm of our building and the pleasant environment of our property. We truly appreciate your honest comments regarding our facilities and the convenience of our elevator access; please be assured that we are taking these notes to heart as we plan our ongoing maintenance and property improvements. Regarding the loud music you experienced on the afternoons of May 3rd and 4th, I would like to offer a sincere clarification. That noise originated from an external market event located behind our hotel perimeter. While the sound may have seemed as though it were coming from within our property, it was an external occurrence. I want you to know that our team did approach the event organizers during those days to request a reduction in volume, specifically addressing the heavy bass frequencies that were impacting our guests. Unfortunately, despite our best efforts to advocate for a quieter environment, the organizers were not fully cooperative, and the issue persisted. Please know that we deeply regret the disturbance this caused to your rest. We are committed to protecting the tranquility of our guests and will continue to work with local authorities and neighboring event organizers to ensure our guests' comfort remains a priority in the future. Thank you again for your patience and for choosing to stay with us. We hope that the next time you visit Surabaya, you will allow us the opportunity to provide you with the peaceful, relaxing experience you deserve. Sincerely, Kahar Salamun General Manager