Dear Ms. D., Thank you for taking the time to share such detailed feedback regarding your recent stay at Fairmont Ambassador Seoul. We are truly sorry to learn that your experience fell significantly short of the standards you expected from a five-star international hotel. Following your comments, we carefully reviewed the circumstances with our Front Office and Food & Beverage teams. We fully understand that your concern was not simply about the additional charge itself, but about when and how it was communicated to you. Our review confirmed that while your reservation was originally registered for two adults, our team was aware upon arrival that your family consisted of two adults and two children. Regrettably, the applicable additional child charge was not explained during the check-in process. This was an omission on our part. Having completed your check-in and settled into your room late in the evening, receiving a subsequent call and visit from our colleague regarding an additional payment understandably caused unnecessary inconvenience and disruption to your plans. We sincerely apologize for the way this was handled. We are equally sorry that the language barrier made an already sensitive situation more difficult. While our colleagues attempted to communicate with the assistance of translation tools, we recognize that matters involving charges and reservation conditions require particularly clear communication and confirmation of the guest's understanding. We also regret that a Chinese-speaking colleague was not available to assist you at the time you needed support, despite your later interaction with a Chinese-speaking colleague upon departure. Regarding your USD 100 Food & Beverage credit, we also reviewed your experience with our restaurant team. At the time of your visit, the à la carte last order had already passed, while the buffet remained available until its closing time. Room service was mentioned as an alternative for à la carte dining; however, the dining credit was not applicable to In-Room Dining. Regardless of how this misunderstanding arose, we recognize that the distinction was not communicated clearly enough. Being directed toward an alternative that ultimately could not accommodate the benefit you intended to use understandably created further frustration, and we sincerely regret the confusion. Your additional comments regarding breakfast variety for longer-staying guests, as well as the overall consistency of service across our Front Office and Food & Beverage teams, have also been carefully noted. Most importantly, your feedback has prompted us to reinforce several areas with our teams, including ensuring that occupancy-related charges and reservation conditions are clearly communicated before guests proceed to their rooms, strengthening communication support for guests facing language barriers, and ensuring greater consistency between departments when explaining package benefits and dining credits. We deeply regret that these issues affected your family's stay and resulted in an experience that did not reflect the level of thoughtful and seamless hospitality we strive to provide at Fairmont Ambassador Seoul. Thank you for giving us the opportunity to review the circumstances thoroughly and, more importantly, to identify where our service process must improve. We sincerely appreciate your candid feedback and hope that, despite this disappointing experience, we may one day have the opportunity to restore your confidence in Fairmont Ambassador Seoul. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. M., Thank you for returning to Fairmont Ambassador Seoul and for taking the time to share such detailed feedback regarding your recent stay. We were deeply concerned to learn that several aspects of your experience fell short of the standards you have every reason to expect from us and ultimately left you with such a disappointing impression. We fully recognize the inconvenience caused by the extended waiting times at breakfast. During the peak summer season, the restaurant experienced particularly high guest volumes, resulting in longer queues during certain periods. While we continually strive to manage these peak periods as effectively as possible, we understand how frustrating it must have been for the situation to affect your stay to the extent that you were able to enjoy breakfast only once during your three-night visit. Your comments have been shared with our Food & Beverage team as we continue to review guest flow and communication during periods of high demand. Your experience with the bedding on the first evening was equally concerning. Upon reviewing our service records, we confirmed that your request for a replacement was attended to that evening. While our colleague certainly did not intend to make you feel unwelcome or uncomfortable, we sincerely apologize that the manner in which the service was delivered conveyed otherwise. More importantly, the replacement bedding should have been presented neatly and with the level of care and attention expected of a luxury hotel. We have addressed your feedback with the team as an important reminder that thoughtful presentation and gracious service are integral to how our care is experienced by our guests. With regard to turndown service, this is automatically extended to selected room categories, loyalty tiers, and qualifying reservations, while it may also be arranged upon request for other stays. We acknowledge that this was not clearly communicated during your visit, and we regret that the absence of the service added to your disappointment. We also carefully revisited the clothing item you reported following your previous stay. At that time, our team contacted our laundry partner and conducted an additional search prior to the laundry process; regrettably, the item could not be located. We fully appreciate how disappointing it must have been not to recover an item of personal importance, particularly when the outcome left you feeling that the matter had not been satisfactorily resolved. Most concerning to us is that, despite your appreciation of our location, your overall experience has led you to reconsider staying with us again. We have taken your comments to heart and reviewed them carefully with the relevant teams. They serve as an important reminder that the Fairmont experience is defined not only by our facilities, but by consistency in every detail—from the efficiency of our breakfast operations and the presentation of our guestrooms to the warmth and attentiveness of each interaction. Thank you once again for sharing your experience with us so candidly. We value the opportunity to reflect on your comments and strengthen the areas you have highlighted. It is our sincere hope that we may have the privilege of welcoming you back in the future and restoring your confidence in Fairmont Ambassador Seoul through the thoughtful, polished, and attentive experience you rightfully expect. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Mr. Y., Thank you for choosing Fairmont Ambassador Seoul and for taking the time to share detailed and candid feedback regarding your stay. While we are pleased that you appreciated our location, we sincerely regret that the condition and comfort of your room, as well as aspects of our service, did not meet the standards you rightfully expected from Fairmont. We are particularly concerned by your comments regarding the excessive humidity in the room, the peeling condition of the furniture, and the insufficient treatment of water stains. A guest room should feel impeccably maintained, fresh, and comfortable, and we regret that the condition you encountered fell short of that expectation. Your feedback regarding furniture maintenance, humidity control, and overall room upkeep will be shared with the relevant teams for careful review and follow-up. We also appreciate your suggestion regarding a greater variety of pillows. Fairmont Ambassador Seoul offers a pillow menu with several options, subject to availability. Should you have a particular pillow preference, we would be pleased to note it in your guest profile so that our team can make every effort to prepare your preferred option for future stays. Equally, we regret to learn that communication in English with our team did not meet your expectations. As an international luxury hotel welcoming guests from around the world, clear and confident communication is an essential part of the service we strive to provide. Your comments will be taken seriously as we continue to reinforce our service standards and training. Please accept our sincere apologies for the shortcomings you experienced. We greatly value your detailed feedback, as it helps us identify where greater attention and improvement are needed. We hope to have the opportunity to welcome you back and provide you with the polished, comfortable, and attentive Fairmont experience you should expect from us. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Y., Thank you for choosing Fairmont Ambassador Seoul and for sharing your perfect rating with us. We are delighted to know that you appreciated our convenient location and, most importantly, the warm welcome extended by our team. Creating a genuine sense of hospitality from the moment our guests arrive is at the heart of the Fairmont experience, and your kind words are a wonderful encouragement to all of us. It was our pleasure to have you with us, and we sincerely look forward to welcoming you back to Fairmont Ambassador Seoul for another memorable stay in the near future. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. C., Thank you for choosing Fairmont Ambassador Seoul and for sharing your wonderful feedback. We are delighted to know that you had a fantastic stay and enjoyed our attentive service, convenient location, and the comfort of our well-soundproofed accommodations. It is especially rewarding to learn that you found your overall experience to be of excellent value. Your generous compliments are truly appreciated and will be shared with our team as a wonderful source of encouragement. We remain committed to delivering exceptional service and memorable experiences to every guest. Thank you once again for your kind review. We look forward to welcoming you back to Fairmont Ambassador Seoul for another enjoyable stay. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Z., Thank you for taking the time to share your feedback regarding your recent stay at Fairmont Ambassador Seoul. We regret to learn that your experience did not meet your expectations, particularly in relation to your interactions with our team and the inconvenience you experienced during your stay. Following your review, we conducted a thorough investigation with the relevant departments. We noted that your room assignment was changed during the check-in process due to operational room allocation adjustments, and a new room key was subsequently issued. We also confirmed that additional room keys were created during your stay. While these actions were intended to ensure continued access to your room, we recognize that the process may have caused confusion and inconvenience. We have shared your feedback with our Front Office team and will reinforce internal communication regarding room key issuance to help prevent similar situations in the future. We also reviewed your comments regarding your interaction with our evening team concerning your food delivery. Our records indicate that our colleagues spent considerable time assisting in locating the order and helping you contact the delivery platform regarding a refund request. Although we were unable to achieve the outcome you had hoped for, we acknowledge that the manner in which our assistance was delivered did not leave you with a positive impression. We have shared your feedback with the team and will continue reinforcing the importance of providing attentive and empathetic service in every guest interaction. Regarding the toothbrush, our team confirmed that the applicable charge for dental kits was explained during check-in in accordance with current environmental regulations in Korea. However, we understand there may have been a misunderstanding regarding the in-room amenities, and we appreciate your comments as a reminder that clearer communication is essential. Your feedback has been shared with the relevant departments and will be used as an opportunity to further strengthen both our communication and service standards. We sincerely appreciate you bringing these matters to our attention. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Mr. Y., Thank Y. for choosing Fairmont Ambassador Seoul and for sharing your wonderful feedback. We are truly delighted to learn that Y. had such a positive experience with our team and that your stay was worthy of a perfect rating. Most importantly, we are pleased that we were able to safely keep your laptop and personal belongings until your return to the hotel. We understand how valuable personal items are, and we are glad that our Front Office and Concierge teams could assist in ensuring they were returned to Y. safely. Your kind words and appreciation will be shared with the teams involved, and they will be encouraged to know their efforts made a meaningful difference to your experience. We are also grateful for your comments regarding our sustainability initiatives. It is rewarding to know that our efforts to reduce unnecessary consumption of amenities and linens are recognized and appreciated by our guests. Responsible hospitality remains an important part of our commitment, and your support encourages us to continue these efforts. Thank Y. as well for sharing your connection with the Accor brand over the years. We sincerely appreciate your continued trust and are honored to have had the opportunity to welcome Y. to Fairmont Ambassador Seoul. We look forward to welcoming Y. back again in the future and providing another memorable stay. Thank Y.. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. L., Thank you for taking the time to share your feedback regarding your recent stay at Fairmont Ambassador Seoul. We regret to learn that your experience did not meet your expectations, particularly regarding the arrival experience, lobby environment, and breakfast offering. We understand how a crowded and busy lobby can impact a guest's first impression of the hotel. During the period of your stay, the hotel was accommodating a large number of guests and visitors associated with a major sporting event in Seoul, which resulted in unusually high traffic throughout the lobby area. Nevertheless, we recognize that this should not detract from the level of hospitality and attentiveness our guests expect, and we regret that you did not feel adequately guided and cared for upon arrival. We also appreciate your comments regarding breakfast. Your feedback has been shared with our Culinary and Food & Beverage teams for review as we continuously evaluate our offerings and guest experience. Please be assured that your comments have been communicated to the relevant teams as an opportunity to reinforce the importance of attentive guest engagement, particularly during periods of high occupancy and increased activity within the hotel. Thank you again for sharing your experience. We value your feedback and hope to have the opportunity to welcome you back in the future for a more seamless and enjoyable stay. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Z., Thank you for taking the time to share your feedback regarding your recent experience at Fairmont Ambassador Seoul. We regret to learn that your arrival experience left you with such a negative impression of our hotel. Based on our review, the reservation had been made under a different name from the guest presenting for check-in. In such situations, our team is required to verify the reservation details and guest information before granting access to a guest room. These procedures are in place to protect the security and privacy of all guests and are applied consistently regardless of nationality or background. We understand that the verification process may have been frustrating, particularly after your travel arrangements had changed unexpectedly. However, the checks carried out by our Front Office team were intended solely to confirm the reservation details and ensure a secure check-in process. We are also concerned to learn that the interaction did not leave you feeling welcomed. Providing professional, respectful, and attentive service to every guest remains one of our highest priorities, and your comments have been shared with the relevant leadership team for review. While we regret that your experience did not meet expectations, we appreciate you bringing your concerns to our attention. We value every guest who chooses to stay with us and are disappointed that your visit left you with such a lasting negative impression. Should your travels bring you back to Seoul in the future, we would welcome the opportunity to restore your confidence in our hotel and provide the level of hospitality for which Fairmont is known. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. W., Thank you for choosing Fairmont Ambassador Seoul and for sharing such thoughtful feedback regarding your recent stay. We are delighted to hear that you enjoyed your overall experience, from the moment you arrived until your departure. Knowing that our team's attentive service helped create a memorable stay is truly rewarding for us. We are especially pleased to learn that you noticed the care and professionalism of our Housekeeping team. Maintaining spotless guest rooms and bathrooms requires great attention to detail, and your recognition of their efforts will certainly be shared with the team as encouragement. At the same time, thank you for highlighting the confusion regarding which in-room amenities and toiletries are complimentary. We understand how this may have caused uncertainty during your stay. For your information, certain disposable amenities are provided for a fee in accordance with the Republic of Korea’s Resource Recycling Act which came into effect on 29th March 2024. These items include the dental kit, shaving kit, baby lotion, and baby shower gel. We appreciate your feedback and recognize that clearer communication regarding these items would help guests better understand the policy. We will continue to review how this information is presented to ensure a more seamless guest experience. Thank you once again for your generous feedback and perfect rating. We sincerely look forward to welcoming you back for another excellent stay at Fairmont Ambassador Seoul. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. W., Thank you for choosing Fairmont Ambassador Seoul and for sharing your kind feedback with us. We are truly delighted to hear that your stay was excellent and that you were satisfied with our well-maintained facilities and outstanding service. It is also rewarding to know that our sales team was able to support you promptly and effectively whenever needed. Your generous comments are greatly appreciated and will be shared with the relevant teams as encouragement to continue delivering excellent service. We sincerely look forward to welcoming you back again soon for another pleasant and seamless stay. Thank you. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Y., Thank you for choosing Fairmont Ambassador Seoul and for taking the time to share your feedback with us. We are delighted to hear that you and your family had a pleasant and comfortable stay with us. It is truly rewarding to know that you were satisfied with our atmosphere, warm hospitality, cleanliness, and convenient location. Your kind comments serve as great encouragement to our team. We sincerely look forward to welcoming you back in the near future for another memorable stay. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. W., Thank you for choosing Fairmont Ambassador Seoul and for sharing your feedback with us. We are pleased to know that you had an overall positive stay, and we truly appreciate your suggestion regarding Chinese language service. Your comment has been shared internally as we continue to enhance communication and service accessibility for our international guests. It is also our pleasure to know that Moon, who delivered your coffee each morning, made a positive impression. Your kind recognition will certainly be shared with him as great encouragement. Thank you once again for your valuable feedback. We look forward to welcoming you back in the near future for an even more comfortable and seamless stay. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Mr. W., Thank you for choosing Fairmont Ambassador Seoul and for taking the time to share your feedback with us. We understand how frustrating your experience must have been, particularly regarding the room assignment and the billing concerns following your stay. Please allow us to clarify the situation based on our internal review. Regarding your reservation, our records indicate that at the time of check in, the room type was explained as a Fairmont Deluxe Room, and an upgrade option was presented. It was noted that the payment was processed upon confirmation during the check in procedure. However, we acknowledge that the communication may not have been sufficiently clear, which led to confusion and inconvenience during your arrival experience. This is being addressed internally to ensure clearer and more transparent communication moving forward. With respect to the charges on your cards, one transaction relates to the room payment, while the other was registered as a guarantee. The transaction has since been submitted for cancellation on 10th April. The refund is currently in progress, and the timing of the reversal may vary depending on your card issuer. We fully recognize that the delay in refund has caused you additional concern, and this matter is being closely monitored to ensure completion as soon as possible. Additionally, further training and reinforcement have been implemented with our team to prevent similar issues in the future. Further training and reinforcement have been implemented with our team to prevent similar issues in the future. Thank you again for bringing this matter to our attention. Should you require any further assistance, please do not hesitate to contact us directly at Je… Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. L., Thank you for choosing Fairmont Ambassador Seoul and for sharing your feedback with us. We are delighted to know that you appreciated our location and overall environment. At the same time, we regret to learn that the service experience, particularly at the lobby, did not fully meet your expectations. Your comments regarding the level of professionalism have been carefully noted and shared with the relevant team for review and improvement. We will continue to focus on enhancing both service consistency and attentiveness to ensure a more refined experience. Thank you once again for your valuable feedback. We sincerely hope to have the opportunity to welcome you back for a more seamless and elevated stay. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. H., Thank you for choosing Fairmont Ambassador Seoul and for taking the time to share your feedback with us. We are concerned to learn that your experience did not meet expectations across several aspects of your stay, including arrival, check in, room condition, and overall service. We regret that assistance with your luggage was not offered promptly and that the check in experience lacked the attentiveness expected. The issues you experienced with the room key and power interruption, as well as the lack of timely support, have been shared with the relevant teams for immediate review. Your comments regarding cleanliness and ventilation, including dust in the room, have also been noted and will be addressed to ensure stricter attention to detail. Most importantly, your experience in the bathroom is taken with the highest priority. Guest safety is fundamental, and this matter is being reviewed thoroughly with the Engineering and Housekeeping teams. Your feedback has been shared internally for a comprehensive review and corrective action. Thank you once again for bringing this to our attention. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. Z., Thank you for choosing Fairmont Ambassador Seoul and for sharing your kind feedback with us. We are delighted to hear that you had a good stay experience and that you enjoyed our convenient location, with direct access to The Hyundai Seoul and close proximity to Yeouido Cherry Blossom Avenue. It is especially rewarding to know that our Front Desk team provided friendly and efficient service, assisting with your package in advance and ensuring a smooth check-in and check-out experience. Your kind words regarding their professionalism and English communication skills are truly appreciated and will be shared with the team as great encouragement. Thank you once again for your generous feedback. We sincerely look forward to welcoming you back in the near future for another pleasant and seamless stay. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. L., Thank youfor choosing Fairmont Ambassador Seoul and for sharing your kind feedback with us. We are delighted to hear that you appreciated our convenient location, facilities, and the warm, polite service provided by our team. It is truly rewarding to know that your experience with us was positive and that Fairmont continues to be your preferred choice. We are also pleased to share that the colleague who assisted you during check-in was Hyun. Your kind recognition will certainly be shared with her, and we are confident it will serve as great encouragement for her continued dedication to excellent service. Thank you once again for your generous feedback. We sincerely look forward to welcoming you back on your next visit. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul

Dear Ms. L., Thank you for choosing Fairmont Ambassador Seoul and for sharing your detailed feedback with us. We are delighted to hear that you had a comfortable stay, particularly enjoying the mattress and bedding, as well as our convenient location. It is also wonderful to know that our team’s friendly and helpful service contributed positively to your experience, and that you were able to enjoy the beautiful cherry blossoms at Yeouido Park. At the same time, we sincerely appreciate your comments regarding cleanliness. While we are pleased that you generally found the room hygienic and the air comfortable, we are concerned to learn about your experience with the pillow. Please accept our sincere apologies for any discomfort caused. This is certainly not reflective of our standards, and your feedback has been shared with our Housekeeping team for immediate review and reinforcement of our cleaning and inspection procedures. Thank you once again for your valuable feedback. We truly hope to have the opportunity to welcome you back and provide an even more comfortable and seamless experience. Warm regards, Jenna Oh Guest Experience & Quality Assurance Manager Fairmont Ambassador Seoul