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

Dear Mr. Mahdi M., Thank you for sharing your wonderful feedback about your family’s stay at Mövenpick Surabaya City. We are delighted to hear that you enjoyed the spacious room, the variety of breakfast options, and the overall comfort and functionality of our facilities. It is truly rewarding to know that everything met your expectations during your stay. Your kind words and appreciation mean a great deal to our entire team. We look forward to welcoming you and your family back to Mövenpick Surabaya City for another comfortable and memorable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Ana R. F., Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to know that you had a pleasant stay at Mövenpick Surabaya City, even during your short visit before your trip to Bromo. We are especially pleased that our 24-hour room service and convenient dining options made your evening more comfortable, allowing you to enjoy a proper meal without the need to search for a restaurant outside the hotel. It is also wonderful to hear that you found your room clean, comfortable, and cozy. Your kind appreciation means a lot to our team and motivates us to continue providing a convenient and enjoyable experience for our guests. Thank you once again for recommending Mövenpick Surabaya City. We hope to have the pleasure of welcoming you back on your next visit to Surabaya. Warm regards, Toat Edi Wijaya General Manager

Dear Mr. Arjuna B., Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to know that you enjoyed your stay at Mövenpick Surabaya City and found our hotel clean, cozy, and comfortable. We truly appreciate your kind recommendation and are very happy to know that you had such an enjoyable experience with us. Your appreciation means a lot to our team and motivates us to continue providing warm and memorable experiences for our guests. We sincerely look forward to welcoming you back to Mövenpick Surabaya City for another pleasant stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Chun T. J., Thank you for taking the time to share your feedback with us. We are delighted to hear that you appreciated our warm and welcoming service, as well as the early check-in arrangement. Your kind words about our team are truly appreciated and will be shared with them. We also sincerely apologize for the wet smell you experienced in the room and for the overall condition not fully meeting your expectations. Please rest assured that we have taken note of your comments and will coordinate with our relevant team to further review the room condition and ensure a more comfortable experience for our guests. Thank you once again for your valuable feedback. We truly appreciate your understanding and hope to have the opportunity to welcome you back and provide you with a more enjoyable stay in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. M. Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you found your stay comfortable. We also appreciate your suggestion regarding the mineral water allocation. We understand that having sufficient drinking water is important for our guests’ comfort, and we regret that the four bottles provided per day did not meet your preference. Your feedback has been noted and will be shared with the relevant team for consideration as we continuously strive to enhance our guests’ experience. We truly appreciate your valuable feedback and look forward to welcoming you back for an even more comfortable stay in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Sagitalia G., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found your room clean and warm overall, and that you had a pleasant stay with us. However, we sincerely apologize for the inconvenience caused by the glass not being properly cleaned and the kitchen towel not being changed during your five-day stay. We understand your disappointment, especially as you had to clean and sterilize the glass yourself. Please rest assured that we take your comments seriously. We will share your feedback with our Housekeeping team to reinforce our cleanliness and room-attendance standards, including ensuring that glassware and kitchen towels are properly checked and refreshed throughout our guests' stays. Thank you once again for bringing these matters to our attention. Your feedback helps us identify areas where we can improve, and we hope to have the opportunity to provide you with a much better experience on your next visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Titik E., Thank you for taking the time to share your feedback with us. We sincerely apologize for the unpleasant experience you and your guests encountered during your visit to our restaurant. We are particularly sorry to hear that the service provided by one of our team members came across as unfriendly and unpleasant. This is certainly not the level of service or hospitality we aim to provide to our guests. We understand how disappointing this must have been, especially as you had invited guests to dine with you. We take your comments seriously and will address this matter with the relevant team to ensure that appropriate follow-up and improvements are made. We truly value your feedback, and we regret that this experience has left you with such a negative impression of our hotel. We hope you will accept our sincere apologies for the disappointment caused. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Vicky R., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. 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 yours, Toat Edi Wijaya General Manager

Dear Mr. Low P. H., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. 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 yours, Toat Edi Wijaya General Manager

Dear Mr. David S., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you had a pleasant stay overall and that you enjoyed our complimentary afternoon tea. It is also wonderful to know that our dining team made a positive impression with their warm and helpful service. We will certainly take your suggestion regarding an earlier start to afternoon tea into consideration. We sincerely apologize for the misunderstanding regarding the bathtub. We understand how disappointing this must have been, particularly as you changed your original booking based on the information shown in the app. We are also sorry that bathrobes were not provided in your room. Your comments have been shared with the relevant teams, and we will review the room information to ensure the descriptions are accurate and up to date. We also appreciate your feedback regarding the noise from the passing trains and neighboring rooms. We understand that a peaceful environment is an important part of a comfortable stay, and we will continue to look for ways to minimize such disturbances. Thank you as well for highlighting the location and the convenience of Grab transportation. Your feedback is valuable to us and helps us identify areas where we can improve our guests' experience. We truly appreciate your kind words about our staff and your constructive comments. We hope to have the opportunity to welcome you back to our hotel and provide you with an even more comfortable and enjoyable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Sri M. J., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. 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 yours, Toat Edi Wijaya General Manager