Dear Z., Thank you for choosing Rixos Borovoe and for sharing your detailed feedback with us. We are delighted to know that you enjoyed our beautiful location by the lake, the cleanliness and comfort of your rooms, breakfast selection, and the variety of activities available at the resort. At the same time, please accept our sincere apologies for the difficulties you experienced upon arrival. We are particularly sorry that one of your rooms was not ready at 3:00 PM, that the arrival experience was not well organized, and that there were communication difficulties in English. We fully understand that the arrival experience creates the first impression of a stay, and we regret that it did not reflect the level of service we aim to provide. Your comments regarding the welcome team, check-in organization, and communication have been shared with the relevant departments for further review and improvement. We also appreciate you bringing the issue with your booking confirmation through ALL.com to our attention. We will look into this matter with the relevant team to help prevent similar situations in the future. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back to Rixos Borovoe and provide you with a smoother and more enjoyable experience from the very beginning. Best regards, Victoria Svetlitskaya Guest Relations & Quality Manager

Dear Assel, Thank you for choosing Rixos Borovoe and for taking the time to share your feedback with us. We are delighted to receive such a high rating and to know that your visit left you with pleasant impressions. We would also like to thank you for your kind words about our team. Your recognition is truly appreciated, and we will be pleased to share your feedback with our colleagues. We have also taken note of your rating regarding the accommodation and will continue working to further enhance the comfort of our guests. We look forward to welcoming you and your friends back to Rixos Borovoe! Kind regards, Rixos Borovoe Team

Dear Daniyar, Thank you for your wonderful feedback and for the perfect rating! We are delighted that you enjoyed your stay and appreciated our service, facilities and dining. We look forward to welcoming you and your family back to Rixos Borovoe! Kind regards, Rixos Borovoe Team

Dear Yekaterina, Thank you for your kind words and wonderful feedback! We are delighted that you enjoyed the warm welcome, dining experience and atmosphere at Silk Way. We also appreciate your comments regarding the reserved table and will take them into consideration to further improve our service. We look forward to welcoming you back to Rixos Borovoe! Kind regards, Rixos Borovoe Team

Dear David, Thank you for your wonderful feedback and for choosing Rixos Borovoe. We are truly delighted to know that you enjoyed the beauty of our property and that our team's hospitality made your stay so memorable. Your kind words are the greatest reward for all of us and serve as a wonderful motivation to continue delivering exceptional experiences. It was our pleasure to have you as our guest, and we sincerely look forward to welcoming you back for another unforgettable stay in the near future. Warm regards, Victoria Svetlitskaya Guest Relations & Quality Manager

Dear Riccardo, Thank you for taking the time to share your feedback and for choosing Rixos Borovoe. We are delighted to know that you enjoyed our beautiful location, restaurants, comfortable rooms, and the friendliness of our team. At the same time, we sincerely regret that your experience with our security team and lifeguards did not reflect the warm hospitality we strive to provide. Your comments have been shared with the relevant department managers, and we will reinforce the importance of courteous, welcoming, and guest-oriented communication. We also appreciate your honest feedback regarding the variety and quality of our food. We understand your comparison with previous visits, and we are sorry that our current culinary offering did not meet the high standards you remember. Your comments have been shared with our Executive Chef and Food & Beverage team for careful review as we continuously work to enhance our dining experience. Thank you once again for your valuable feedback. We truly hope to have the opportunity to welcome you back and provide an experience that exceeds your expectations. Sincerely, Victoria Svetlitskaya Guest Relations & Quality Manager

Dear Mr. A., Thank you for sharing your experience and taking the time to share your feedback. We sincerely apologize for the experience you had at the Tennis Center. It is disappointing to learn that you felt the interaction was unfriendly and that your concerns regarding the condition of the table tennis balls were not addressed appropriately. We understand how frustrating it must have been to be directed elsewhere after reporting that the available equipment was damaged. Providing attentive, helpful, and courteous service is an important part of the guest experience, and we regret that we did not meet your expectations on this occasion. Please be assured that your comments have been shared with the relevant department management for review. We will address both the service concerns and the condition of the sports equipment to help prevent similar situations in the future. Thank you for bringing this matter to our attention. We value your feedback and hope to have the opportunity to provide you with a much better experience during your next visit. Sincerely, Victoria Svetlitskaya Guest Relations & Quality Manager

Dear David, Thank you for your wonderful review! We are delighted to hear that you enjoyed your stay and appreciated our hotel, team, and management. Your kind words are a great motivation for all of us and encourage us to continue delivering exceptional service and memorable experiences. We truly appreciate your support and look forward to welcoming you back to Rixos Borovoe in the near future. Kind regards, Viktoriya Svetlitskaya Guest Relations & Quality Manager Rixos Borovoe

Уважаемый Дамир, Благодарим вас за обратную связь и за то, что поделились впечатлениями о проживании. Сожалеем, что пребывание не оправдало ожиданий. Все ваши комментарии приняты и учтены. Мы приносим извинения за технические неисправности в номере и уже усилили контроль проверок перед заселением. Также сожалеем, что уровень сервиса и коммуникации команды не соответствовал стандарту. С сотрудниками будет проведена дополнительная работа по качеству взаимодействия с гостями и проактивному информированию. Благодарим за обратную связь — она помогает нам улучшаться. Будем рады приветствовать вас снова и надеемся, что следующий визит оставит более положительное впечатление. С уважением, Отдел по работе с гостями

Dear Gabiden, Thank you for choosing Rixos Borovoe once again and for taking the time to share your feedback. We are sorry that some aspects of the operational process during your stay did not fully meet your expectations or the standards you are accustomed to. The situation has been reviewed internally, and we are strengthening control at key stages of preparation and guest reception to ensure a more consistent experience moving forward. We are pleased that you still appreciated the quality of your stay and the service provided by the team in other areas. As discussed with you by phone, we remain in contact and will arrange a room upgrade on your next visit to help compensate for the inconvenience and ensure a more comfortable experience. We look forward to welcoming you back. Sincerely, Rixos Borovoe Team

Dear Mr.S., Thank you for your feedback and for highlighting the high level of service, as well as the excellent location and leisure options at our hotel. We are truly sorry to hear that you were disappointed with the additional charge for a extra bed. Please accept our sincere apologies that this aspect affected your overall impression of your stay. Kindly allow us to clarify that we offer different room categories within the hotel. In the Junior Premier and Family Suite categories, an extra bed is indeed included in the accommodation rate. We would also like to note that the hotel is currently undergoing renovation, and in the near future, standard rooms will be equipped with foldable chairs/sofas that will provide additional comfortable sleeping space. We greatly appreciate your comments, as they help us improve our services and enhance our family accommodation experience. We hope to have the opportunity to welcome you again and provide you with an even more comfortable stay. Kind regards, Victoria Svetlitskaya Guest Relations Manager

Dear Mr. A., Thank you for taking the time to share your feedback regarding your recent stay with us. While we are pleased to know that your overall stay was satisfactory, we sincerely regret that certain aspects of our service did not fully meet your expectations. Please accept our apologies for the delay in room preparation and for the confusion regarding the room category during check-in. We understand how important a smooth arrival experience is, and your comments have been shared with our Front Office team for further review and improvement. We are also sorry to learn that your experience at the casino and with the restaurant reservation process, particularly during dinner hours, was disappointing. Ensuring attentive service and seamless organization across all guest touchpoints remains one of our key priorities, and your feedback has been forwarded to the relevant management teams for immediate attention and additional training. Your comments are truly valuable to us, as they help us identify areas where we can further enhance the guest experience. We sincerely hope to have the pleasure of welcoming you back in the future and providing you with the high standard of hospitality that we strive to deliver. Kind regards, Victoria Svetlitskaya Guest Relations Manager

Dear Nurzhan, Thank you very much for your kind and inspiring review. We are truly delighted to hear that you always feel comfortable and enjoy your stays with us. We sincerely appreciate your recognition of the entire team and the positive changes you notice during each visit. Your kind words are a great motivation for us to continue improving our service and maintaining high standards of hospitality. We are especially grateful for your continued trust and loyalty, and we look forward to welcoming you back again soon for another enjoyable stay. Kind regards, Guest Relations Department

Dear Gulmira, Thank you for your wonderful review and kind words. We are truly delighted that you had such an amazing stay and highly appreciated the level of service, beautiful location, and well-equipped rooms. It is especially rewarding to know that you were satisfied with the cleanliness, comfort, dining experience, and overall atmosphere of the hotel. Your feedback is very important to us and serves as a great motivation for our team to continue delivering exceptional service. We would be happy to welcome you again. Kind regards, Guest Relations Department

Dear Nurzhan, Thank you for your high rating. We are delighted that your stay at our hotel left you with positive impressions. We will be happy to welcome you again. Kind regards, Rixos Borovoe Team

Dear TAI Z., We sincerely thank you for your detailed review and for choosing Rixos Borovoe for your stay. We are very pleased to know that you appreciated the attentive and sincere service of our Guest Relations team. We also appreciate your kind words about the winter beauty of Burabay. It truly is a special place, and we are delighted that the natural scenery became a memorable part of your trip. Thank you as well for your suggestions. We will certainly take into consideration your idea of expanding the information available for guests, particularly to make it more convenient for those traveling by car. We are also grateful for your constructive comments. We sincerely regret that the temperature in the room caused discomfort during your sleep, and we will pass this feedback to our technical team for further review. We will also take into account your comment regarding clearer information about the complimentary drinking water in glass bottles. Thank you as well for sharing your feedback regarding the restaurant and parking. These valuable comments help us improve our communication and overall guest experience. We truly appreciate that you took the time to share your impressions and recommendations. We look forward to welcoming you again to Rixos Borovoe. Kind regards, Victoria Svetlitskaya Guest Relations Manager

Dear Ahmed H. M. B., Thank you for your feedback regarding the room's layout and decor. We appreciate your suggestions about simplifying the furnishings and enhancing the ambiance. Your insights are valuable as we continually strive to improve our guests' experiences. We look forward to welcoming you back to Rixos Borovoe. Warm regards, Viktoria Svetlitskaya Guest Relations Manager

Dear Anastasia, Thank you for your feedback. We would also like to clarify an important point regarding loyalty benefits. Accor privileges are applicable only for reservations made directly through Accor. As your booking was made through a company, these benefits — including room upgrades and loyalty recognition — unfortunately could not be applied in this case. We apologize if this was not communicated clearly during your stay. Regarding the condition of the rooms, please rest assured that a full renovation of all our guest rooms is already planned and will begin at the start of the new year. We are confident that these improvements will significantly enhance the comfort and overall guest experience. We truly appreciate your understanding and hope to welcome you again under improved conditions. Kind regards, Rixos Borovoe Team

Dear Alexandr, Thank you for your wonderful review! We are truly delighted to hear that you had such a relaxing and memorable weekend with us. It’s great to know that you enjoyed the beautiful rooms, excellent service, and the stunning scenery surrounding the hotel. The view of the lake and the snowy landscape indeed create a magical atmosphere, and we’re happy that nature helped make your stay even more special. We would be glad to welcome you back for another peaceful getaway! Warm regards, Rixos Borovoe Team