Dear Mr. Ikhwan P. H., Warm greetings from Mövenpick Hotel Surabaya City. Thank you for your kind feedback. We are delighted to know that you enjoyed our exclusive room and were satisfied with the service provided by our team. Your appreciation means a lot to us, and we look forward to welcoming you back for another wonderful stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Riva F., Warm greetings from Mövenpick Hotel Surabaya City. Thank you for sharing your feedback. We are delighted to know that you had a comfortable stay with us. We look forward to welcoming you back for another pleasant experience at Mövenpick Hotel Surabaya City. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Derry T. M., Warm greetings from Mövenpick Hotel Surabaya City. Thank you for sharing your feedback with us. We are delighted to know that you were pleased with our team's service and performance. We sincerely apologize for the confusion regarding the Chocolate Hour benefit and the information displayed on the acrylic signage. We appreciate you bringing this matter to our attention, and we will coordinate with the relevant team to review the information and ensure it is communicated clearly and accurately to our guests. We also appreciate your comments regarding the traffic and location. Your feedback is valuable to us as we continuously strive to improve our guests' overall experience. We hope to have the pleasure of welcoming you back for a more enjoyable stay in the future. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Wendy K., Thank you for sharing your feedback regarding your stay at Mövenpick Hotel Surabaya City. We are pleased to know that you appreciated our convenient location. However, we sincerely apologize for the inconvenience caused by the fragrance of the shower gel and shampoo, the malfunctioning shower gel pump, and the cleanliness of the bottle holder. Please be assured that we take your comments seriously and will share them with our housekeeping team for further review and follow-up to ensure our amenities and bathroom cleanliness meet the standards our guests expect. We hope to have the opportunity to welcome you back and provide you with a more comfortable and pleasant stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. S., Warm greetings from Mövenpick Surabaya City. Thank you for taking the time to share your thoughtful feedback. We are pleased to know that you appreciated the warm hospitality and professional service provided by our team during your stay. However, we sincerely apologize for the disturbance caused by the noise from passing trains, which affected the comfort and quality of your rest. We understand how important a peaceful environment is, especially for business travelers who need adequate rest to maintain their productivity. We truly appreciate your constructive suggestion regarding acoustic insulation and soundproofing improvements. Please be assured that your feedback will be shared with our management team for further consideration as we continuously strive to enhance our facilities and guest experience. Thank you for your understanding and for bringing this matter to our attention. We hope to have the opportunity to welcome you back and provide you with a more comfortable and restful stay in the future. Warm regards, Toat Edi Wijaya General Manager

Dear Mrs. Dhiffara R. A. Z., Warm greetings from Mövenpick Surabaya City. Thank you for sharing your kind feedback. We are delighted to know that everything went smoothly during your stay and that you enjoyed the special birthday setup prepared by our Guest Experience team. It was our pleasure to be part of your special celebration and help make your stay more memorable. Your appreciation means a lot to our team and motivates us to continue creating thoughtful and memorable experiences for our guests. We look forward to welcoming you back to Mövenpick Surabaya City for another wonderful stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mrs.Eka S. P., Thank you so much for sharing such a wonderful and heartfelt review. We are truly delighted to know that you had a memorable anniversary celebration at Mövenpick Surabaya City. It is wonderful to hear that you enjoyed the hotel’s ambiance, our beautifully maintained pool area, the variety of breakfast selections, and the warm service provided by our team. We are especially happy that the anniversary decoration helped make your celebration even more special and meaningful. Your kind appreciation for our Front Office team, Ms. Sabri, and our Food & Beverage team means a great deal to us. We will certainly share your compliments with the team as encouragement to continue delivering warm and attentive service to our guests. Thank you once again for choosing Mövenpick Surabaya City for such a special occasion. We look forward to welcoming you back and creating another memorable experience on your next visit. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Marco H. S., Thank you for sharing your feedback with us. We are pleased to know that you had a comfortable stay and enjoyed the overall experience. We sincerely appreciate your suggestions regarding the variety of Indonesian and Western menu options. We have also taken note of your feedback regarding the slow internet connection and will coordinate with our IT team for further improvement. We look forward to welcoming you back and providing an even better experience on your next stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Ali N. A., Thank you very much for sharing your positive feedback with us. We are delighted to hear that you had a very satisfying stay and enjoyed our fast check-in service, convenient location, and the clean and serene atmosphere of the hotel. Your kind words are truly appreciated and motivate our team to continue providing excellent service and memorable experiences for our guests. We look forward to welcoming you back to Mövenpick Hotel Surabaya City in the future. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Albert A., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to know that you enjoyed the seamless check-in process and the variety of our breakfast offerings. We also appreciate your positive comments regarding the welcome amenities provided. We sincerely apologize that the recognition of your ALL Platinum benefits did not meet your expectations. While room upgrades are subject to availability, we acknowledge the importance of providing clear information and proper recognition to our valued members. Your comments regarding the property’s lighting, maintenance, breakfast restaurant temperature, and chocolate selection have also been noted and shared with the relevant teams for further review. We truly appreciate your constructive feedback and hope to have the opportunity to provide you with a more enjoyable experience on your next visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Sandra S. Thank you very much for taking the time to share such a wonderful and detailed review of your stay with us. We are delighted to hear that you had a comfortable stay and enjoyed our well-maintained rooms, friendly service, and the excellent experience provided by our restaurant team. It is especially wonderful to know that you enjoyed our breakfast selection and Swiss chocolate. We are also pleased that you found our location convenient, with easy access to nearby shops, restaurants, and the mall. Your kind words regarding our team and Restaurant Manager are truly appreciated, and we will be sure to share your compliments with the entire team. We also appreciate your feedback regarding the swimming pool. Your comments are valuable to us as we continuously look for ways to improve our guests' experience. It was a pleasure to be part of the beginning of your holiday, and we hope to have the opportunity to welcome you back to Mövenpick Hotel Surabaya City for another memorable stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mrs. Georgelia L., Warm greetings from Mövenpick Surabaya City. Thank you for taking the time to share your wonderful feedback with us. We are delighted to know that you enjoyed your stay and appreciated our hotel and its strategic location. Your kind words are truly appreciated and will be shared with our team as encouragement to continue delivering excellent service and memorable experiences to our guests. We look forward to welcoming you back to Mövenpick Surabaya City for another pleasant stay. Warm regards, Toat Edi Wijaya General Manager

Dear Mrs. Hikmatul A., Thank you for your kind feedback. We are delighted to hear that you enjoyed our friendly service. Your appreciation means a lot to our team. We look forward to welcoming you back to Mövenpick Hotel Surabaya City. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Santasilo Y., Thank you very much for taking the time to share your feedback about your recent stay at Mövenpick Surabaya. We are delighted to hear that you had a comfortable stay and enjoyed our hotel, especially our location and the overall value of your experience. We truly appreciate your kind comments. We also appreciate your feedback regarding the need for greater flexibility. Please be assured that we take your comments seriously, as they help us identify areas where we can further improve our service and better accommodate our guests' needs. It was a pleasure having you stay with us, and we look forward to welcoming you back to Mövenpick Surabaya for another enjoyable stay. Warm regards, Toat Edi Wjaya General Manager

Dear Mr. Captain E. S., Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to hear that you found our staff attentive, professional, and friendly, and that they helped make your stay comfortable. Your kind words are truly appreciated and will certainly be shared with our team as encouragement to continue providing thoughtful and genuine hospitality. It was a pleasure having you stay with us, and we look forward to welcoming you back again in the future. Warm regards, Toat Edi Wijaya General Manager

Dear Mrs. Dian I. A., Thank you for taking the time to share such detailed feedback about your recent stay with us, and please accept our sincere apologies that your 6th wedding anniversary celebration did not meet your expectations. We are truly sorry that your initial email regarding this special occasion did not receive a timely response. We understand how important it is to feel acknowledged when celebrating such a meaningful milestone, and we regret that we did not provide the level of personalized attention you had hoped for. We are also deeply concerned to learn about the maintenance issues you experienced in the room, particularly the leaking bathtub and pipe, as well as the water accumulating on the bathroom floor which caused your son to slip. While we are relieved to hear that he was thankfully unharmed, we fully understand how concerning and upsetting this must have been for you and your family. We will ensure these issues are brought to the attention of our Engineering and relevant operational teams for immediate review and follow-up. We also sincerely apologize for the unpleasant smell in the corridor and for your concerns regarding the taste of the mineral water. These are certainly not the experiences we want our guests to have, and your feedback will be shared with the appropriate teams for investigation. Most importantly, we regret that your anniversary stay was not as memorable as you had hoped. We truly value your feedback, as it highlights areas where we need to improve our service and attention to detail. Thank you again for bringing these matters to our attention. We hope you will allow us the opportunity to restore your confidence in Mövenpick Surabaya and provide you and your family with the experience you deserve on a future visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear M.. Ivan M. P., Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to hear that you had a comfortable and pleasant business stay with us. It is great to know that you appreciated our convenient location, comfortable bed, breakfast selection, cleanliness, and especially the friendly and helpful service provided by our team. We are also pleased that our housekeeping team took good care of your room and that our fast internet connection helped make your online meetings run smoothly. Your kind words will certainly be shared with the team as a great encouragement. We truly appreciate your trust and look forward to welcoming you back for another comfortable and enjoyable stay at Mövenpick. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Mohammad R. F., Thank you for taking the time to share your feedback with us. We are pleased to hear that you found your room comfortable. However, we sincerely apologize for the inconvenience caused by the presence of mosquitoes in our lobby. We fully understand that this is not the experience you would expect from a five-star hotel. Please be assured that we take your comments seriously and have shared your feedback with our relevant team for immediate attention. We will review our pest-control measures and take the necessary steps to improve the lobby environment for the comfort of all our guests. Thank you again for bringing this matter to our attention. We truly appreciate your feedback, as it helps us identify areas where we can improve our service and facilities. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Adi N. S., Thank you for taking the time to share your feedback with us. We are pleased to know that overall, you had a good experience during your stay. However, we sincerely apologize for the inconvenience regarding your request for paracetamol at the reception desk. We understand that this may have been disappointing, especially when you needed immediate assistance. Your feedback has been shared with our team for further evaluation, so we can improve our assistance and ensure better service for our guests in the future. We truly appreciate your feedback and hope to have the opportunity to welcome you back and provide you with a more seamless experience. Warm regards, Toat Edi Wijaya General Manager