Dear Stanly, Thank you for taking the time to share your feedback regarding your recent stay with us at ibis Styles Serpong BSD City. We are pleased to know that you were satisfied with our arrival and check-in experience, as well as the service provided by our team. However, we sincerely apologize that several aspects of your stay did not meet your expectations. We are particularly concerned about your comments regarding the cleanliness of your room, the condition of the pillowcases, the bathroom door, the air-conditioning turning on by itself during the night, and the breakfast selection. We also acknowledge your feedback regarding the sticky floor and the issues you mentioned on the previous page. To help us investigate these matters thoroughly and take the appropriate corrective actions, may we kindly ask for a little more detail about the following? • Room cleanliness (70/100): Could you please share which areas of the room needed more attention, apart from the sticky floor and the stained pillowcases? • Accommodation (60/100): Besides the bathroom door and the air-conditioning issue, were there any other aspects of the room or its facilities that affected your comfort? • Breakfast selection (10/100): We understand that you prefer to avoid spicy and oily food in the morning. Could you kindly share which breakfast items you found unappealing and what types of dishes or options you would have preferred? • Overall experience (60/100): Is there anything else we could have done differently to make your stay more comfortable and enjoyable? Your additional feedback would be very valuable in helping us identify the root causes and improve our standards and services. Once again, please accept our sincere apologies for the inconveniences you experienced. Thank you for bringing these matters to our attention and giving us the opportunity to improve. We would truly appreciate the opportunity to welcome you back and provide you with a much better experience. Should your future travels bring you back to our area, please feel free to simply reply to this email. I would be delighted to personally assist with your arrangements and ensure that your next stay is more comfortable and enjoyable. Thank you once again for your valuable feedback. We hope to have the pleasure of welcoming you back soon. Warm regards, Zain B. General Manager

Dear Ibu Ester K., Thank you so much for sharing such a wonderful and well-written review of your experience at Ibis Styles Serpong BSD City. We completely agree that national yearly gatherings can be intense with "report after report," and we are absolutely thrilled to hear that choosing our hotel helped ease that stigma and made your meeting a successful and pleasant one. It is delightful to know that you appreciated: - Our strategic location near the shopping malls, dining options, and airport access. - The quality and taste of the food served during your gathering. - The cleanliness of our rooms and the comfort of our Sweet Bed™. - The variety of sports and recreational activities available both in the hotel and surrounding area. Your kind words are a huge motivation for our entire team to continue delivering creative, fun, and comfortable experiences for business travellers and event committees alike. We would be absolutely honored to host your national gathering or any of your future corporate events again. Please do not hesitate to reach out to us for your next meeting! Warmest regards, Steve Arvianus Lukas Guest Experience Champion

Dear Antonius A. B. L., Thank you for taking the time to share your feedback with us. We sincerely apologize that certain aspects of our facilities did not fully meet your expectations. We appreciate your comments regarding the cleanliness of the ironing board and the sound insulation between guest rooms. Please be assured that your feedback will be shared with our Housekeeping and Engineering teams for further evaluation and necessary improvement. We understand the importance of maintaining clean facilities and providing a peaceful, comfortable environment for our guests. Your feedback is valuable in helping us identify areas that require further attention. Thank you for bringing these matters to our attention. We hope to have the opportunity to welcome you back to ibis Styles Serpong BSD City and provide you with an improved experience on your next visit. Warm regards, Steve Arvianus Lukas Guest Experience Champion

Dear Eviana A. P., Thank you so much for your heartfelt and wonderful review, and for your continued trust in ibis Styles Serpong BSD City. It is truly a pleasure to welcome you and your family back, and we are delighted to know that each visit continues to create special and memorable moments for you. We are especially grateful for your kind recognition of Pak Steve and the entire team. We will be sure to share your appreciation with Sidiq for making your check-in smooth and welcoming, DM Elita for her warm greeting and clear explanation, and Raka for his thoughtful follow-up and attentive care throughout your stay. We are also pleased to hear that Pak Iman from our Concierge team made your transportation arrangements to AEON convenient and hassle-free. It is particularly meaningful to know that, as someone who usually arranges GOTD experiences for guests at your own property, you were able to experience the warmth and thoughtful touches from the guest’s perspective. We are delighted that the bath foam experience brought so much happiness to your children. Creating joyful moments for families is something we truly cherish. We are equally thrilled to hear that you and your husband enjoyed the food quality at our restaurant. Your compliments to our Chef and the entire Food & Beverage team will certainly be shared with them. Recognition like yours inspires us to continue improving and delivering memorable dining experiences. Thank you once again for your loyalty, kind words, and for allowing us to be part of your family’s precious moments. We look forward to welcoming you and your family back for many more wonderful stays, warm smiles, and unforgettable experiences at ibis Styles Serpong BSD City. Warm regards, Zainul Bahar General Manager

Dear Xie X., Thank you for sharing your feedback regarding your recent dining experience with us. Please accept our sincere apologies for the poor service you experienced at our egg station during breakfast. We are truly sorry for the miscommunication and the lack of attentiveness from our culinary team member. Getting a request forgotten twice is certainly not the standard of hospitality we strive to provide. We have addressed this incident directly with our Executive Chef and Food & Beverage Manager to ensure our team is better organized, especially during busy hours, so that custom orders are tracked and delivered properly to our guests' tables. We deeply value your feedback as it helps us identify areas where we must improve. We hope you will give us another opportunity in the future to show you the high standard of service we are truly capable of. Sincerely, Steve Arvianus Lukas Guest Experience Champion

Dear Winner J., Thank you for sharing your feedback with us. We are pleased to know that you found ibis Styles Serpong BSD City to offer good value for money and enjoyed the comfort of our bed and the cool air conditioning in your room. Your feedback is greatly appreciated and motivates us to continue providing a comfortable and pleasant stay for all our guests. We look forward to welcoming you back to ibis Styles Serpong BSD City for another enjoyable stay. Warm regards, Steve Arvianus Lukas Guest Experience Champion

Dear Yudith K., We very much appreciate your comments regarding your stay at the ibis Styles Serpong BSD City. It is always a pleasure to receive positive feedback. I will share your comments with Syiddik. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Steve Arvianus Lukas Guest Experience Champion

Dear Fanny T., Thank you for your continued trust in ibis Styles Serpong BSD City and for choosing us as your preferred hotel whenever you visit BSD. We are truly delighted to know that our hotel feels like a home away from home and that you have consistently enjoyed the quality of our food. However, we sincerely apologize for the disappointing experience with the hard-boiled eggs at our breakfast station. We understand your frustration, especially as a returning guest who expects consistent quality and professionalism from our team. Please be assured that your feedback will be shared with our Food & Beverage team for immediate attention, with a focus on proper cooking procedures and quality checks to ensure that eggs are thoroughly cooked and served according to our standards. We deeply regret that this experience did not reflect the level of service and quality you rightfully expect from us. Your feedback is valuable in helping us identify areas that require improvement, and we appreciate you bringing this matter to our attention. Thank you once again for your loyalty and honest feedback. We look forward to welcoming you back and providing you with the comfortable, home-like experience you have come to expect from ibis Styles Serpong BSD City. Warm regards, Steve Arvianus Lukas Guest Experience Champion

Dear Ibu Selvi M., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Steve Arvianus Lukas Guest Experience Champion

Dear Shen W., We very much appreciate your comments regarding your stay at the ibis Styles Serpong BSD City. It is always a pleasure to receive positive feedback. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Steve Arvianus Lukas Guest Experience Champion

Dear Muhammad F. A., Thank you for taking the time to tell us about your experience at the ibis Styles Serpong BSD City. We are looking forward to welcoming you in the near future. Sincerely, Steve Arvianus Lukas Guest Experience Champion

Dear Yuanhua W., Thank you very much for taking the time to share your experience with us. We are truly sorry to hear that this situation caused you frustration and disappointment, especially as the duplicate reservation was made unintentionally. We completely understand how upsetting it can be when an unexpected booking issue happens during a business trip. When our team was informed about your request, we did our best to assist by reaching out to Ctrip, as the reservation was made through their platform under a non-refundable rate. We also followed up with Ctrip regarding your request to cancel the additional reservation. Unfortunately, after the follow-up, we were advised that the reservation could not be cancelled or refunded under the applicable booking conditions, unless the situation qualified as a Force Majeure case. We sincerely understand that, from your perspective, this was an accidental duplicate booking and that you only needed one room. We are sorry that, despite our efforts to assist and follow up with the booking platform, we were unable to provide the outcome you were hoping for. At the same time, we hope you can understand that the hotel is required to follow the terms and conditions of the rate selected at the time of booking. While we may not always be able to change the applicable policy, we certainly can make sure that our guests feel heard, understood, and genuinely cared for throughout the process. Your feedback is therefore very valuable to us. We will share your comments with our team and continue to improve the way we communicate and handle situations like this, with greater empathy and care. Thank you once again for bringing this to our attention. We sincerely hope this experience will not overshadow the rest of your time with us, and we would be grateful for the opportunity to welcome you again and provide you with the warm and thoughtful experience you deserve. Warm regards, Zain B. General Manager ibis Styles Serpong BSD City

Dear Muhamad F. B. A., We very much appreciate your comments regarding your stay at the ibis Styles Serpong BSD 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, Steve Arvianus Lukas Guest Experience Champion

Dear George, Thank you very much for taking the time to share your feedback with us. We’re really happy to know that you enjoyed your stay and appreciated our team, breakfast, room, and overall experience. We also truly appreciate you pointing out the small things that we can improve. Regarding the wash basin drain, thank you for letting us know. We will have our Engineering team check it to make sure the drain is working properly. We also noted your comment about the towel feeling slightly damp and not as crisp as expected. Thank you for bringing this to our attention. We will check this with our housekeeping and laundry teams to make sure we maintain the right quality and comfort for our guests. And regarding the mini bar/fridge, thank you as well for highlighting this. We will have the team check the temperature and condition of the fridge in your room to ensure it is working properly. Your feedback is very helpful for us, especially the little details that can make a big difference to our guests’ experience. Thank you once again for staying with us, and we hope to welcome you back to ibis Styles Serpong BSD City very soon. Warm regards, Zainul Bahar General Manager

Dear BU Livia N., Thank you for taking the time to share your positive comment. We hope to welcome you back to our hotel very soon! Sincerely, Steve Lukas Guest Experience Champion

Dear Pak Hendrik S., Thank you for sharing such a heartwarming review following your recent stay at ibis Styles Tangerang BSD City. It is always a pleasure to host you whenever your travels bring you to the BSD area. We are delighted to hear that your experience was wonderful, as always, and that you enjoy our proximity to AEON Mall. More importantly, we sincerely appreciate your kind recognition of Ms. Elita . Providing personalized and outstanding hospitality is the cornerstone of what we do, and Elita’s dedication to ensuring your room was beautifully prepared, along with her consistent care since the HORAS event, represents the very best of our team. Please rest assured that your compliment has been communicated to Elita and our management team as a testament to her excellent service. We look forward to the pleasure of welcoming you back for another exceptional stay in the near future. Sincerely, Steve Lukas Guest Experience Champion

Dear Pak Suryono E., Thank you so much for this wonderful review! We are absolutely thrilled that you found our rooms clean and that you enjoyed our cozy, "homey" atmosphere. Your compliment about our "good team building" is so special to us! Our staff works hard to support one another and collaborate closely to deliver the best service possible, and they will be so happy to know their great teamwork and professional harmony shone through during your stay. It was an absolute pleasure hosting you. We hope to welcome you back to your "home away from home" very soon! Warmest regards, Steve Lukas Guest Experience Champion

Dear Bapak/Ibu Adik I., Thank you so much for sharing such a glowing review of your recent stay with us! We are absolutely thrilled to read that you had such a cozy, comfortable, and pleasant experience. It is wonderful to know that our team’s hospitality stood out to you from the friendly greeting you received at the parking area all the way through your smooth check-in process. Our staff takes great pride in making our guests feel welcome from the very first moment, and your words will bring a big smile to everyone. We are also delighted that you enjoyed the cleanliness of your room and our diverse, delicious breakfast selection. Knowing that you’d be happy to come back is the best compliment we could ask for. We cannot wait to welcome you back for another wonderful and seamless stay in the near future! Warmest regards, Steve Lukas Guest Experience Champion

Dear Pak Gusti R., Thank you so much for choosing ibis Styles Serpong BSD City for your family holiday and for taking the time to share your lovely review! We are absolutely delighted to hear that you and your family had a good and comfortable experience with us. It’s wonderful to know that our family-friendly atmosphere and the kids' swimming pool added joy to your children's stay. We also sincerely appreciate your constructive feedback regarding the playground access. We always strive to enhance our guest experience, and we have shared your input directly with our management team for review as we look into ways to make our family stays even more seamless and enjoyable. Thank you once again for your kind words and we truly look forward to welcoming you and your family back for another wonderful and even better stay in the near future! Warmest regards, Steve Lukas Guest Experience Champion