Dear Jolien, Greetings from Mama Shelter London. Thank you for taking the time to complete the guest survey and for providing us with your valuable feedback. We are sorry that you did not experience the usual high level of service that Mama Shelter London is usually praised for. This is definitely not the service that we strive for. In Mama Shelter, the security and comfort of our guests are our number one priority. We take guest satisfaction very seriously. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. It is important for us to identify areas of improvement required in order to enhance our guest’s overall journey through the hotel. . It is most saddening to hear of the challenges you encountered with the room layout, room, and in-room toiletries. I was really shocked to hear of the challenges that occurred. I completely understand your frustration. I truly wish our management team were made aware of it as we would have done everything to have it resolved for you by offering you multiple alternatives and different enhanced rooms. I have personally addressed the feedback directly to our front-of-house team members to ensure that proper room explanations and information about the room structure are provided upon arrival prior to check-in. I have also raised all the points which you have made about the in-room toiletries to our housekeeping manager. Since then our management team is constantly monitoring and reviewing all the products to ensure it is up to the Mama standard which we are praised for. I have since shared each point you have raised on your survey with the relevant Heads of Departments so that they may review this with their teams, as well as take the according to action in preventing such an experience like this from occurring again. I do hope that we have the chance to welcome you back to the hotel in the near future so that we can show you the true Mama Shelter London service that we are usually praised for. Going forward we hope that this recent experience would not prevent you from staying with us again and we truly hope that we have the chance to show you the true Mama Shelter London service we are usually praised for. Thank for once again for being our loyal guest and for your loyalty. Please do not hesitate to contact me directly via he… if you would like to make any future reservations with us as I will reassure you that your stay will be accommodated with all your preferences and for you have a smooth transition in our hotel. Mama Loves You! HEMAN TAMANG RECEPTION MANAGER

Dear Alexandre, Thank you for taking the time to complete our survey and for providing us with your valuable feedback. We are sorry that you did not experience the usual high level of service that Mama Shelter London is usually praised for. This is not the service that we strive for. In Mama Shelter, the security and comfort of our guests are our number one priority. We take guest satisfaction very seriously. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We need to identify areas of improvement required to enhance our guest’s overall journey through the hotel. It is most saddening to hear of the challenge you encountered with room type, elevator, persisting noise occurrence from neighboring rooms, in-room amenities, room layout, and allocation toward where the room was located, rooms not being serviced as requested, room service alternatives and in conclusion the overall inconsistency of the service. I was really shocked to hear of the challenges that occurred. I completely understand your frustration. I truly wish our senior management team was made of all these unpleasant challenges as we would have done everything to have it resolved for you by offering you multiple alternatives which suit your preferences and requirements. The feedback has been raised to our front-of-house team members involved to reassure them that proper room explanation is provided in terms of the room amenities and room structure upon arrival for all of our guests. I have also followed up with the team member with whom you were in contact in terms of the room service once again please accept my apology on behalf of my colleague as she is a new member of staff, new procedures are being introduced and implemented where we will always provide alternatives to honor any guest requests, especially from our loyal guests such as yourself. The staff members will also go through the new training procedures to ensure challenges like this do not persist again. I have personally passed the feedback directly to our Housekeeping Manager in terms of the rooms not being serviced multiple times. After receiving your feedback our housekeeping manager and supervisors are personally inspecting each and every room to ensure the rooms are being serviced every day and all the amenities are being replenished to avoid challenges like this from persisting again as this is not the image we portray. New procedures have been implemented where our management team will constantly monitor all the bookings on arrival prior to ensure every guest’s requests are fulfilled and met. We have also personally updated your profile note with your preferences and requirements. In regards to the challenge which you experienced with the room allocation, we completely understand your frustration as it was solely allocated based on the availability as the hotel was on full occupancy which resulted in allocating rooms on that floor. Lastly in terms of putting all the charges on your rooms, yes you are completely correct, I have addressed the challenge to our Food and Beverage director. After receiving your feedback the restaurant management team is constantly monitoring all the charges, I have since shared each point you have raised on your survey with the relevant Heads of Departments so that they may review this with their teams, as well as take the according to action in preventing such an experience like this from occurring again. I do hope that we have the chance to welcome you back to the hotel shortly so that we can show you the true Mama Shelter London service that we are usually praised for. Going forward we hope that this recent experience would not prevent you from staying with us again and we truly hope that we have the chance to show you the true Mama Shelter London service we are usually praised for. Thank you for being our loyal guest. Please do not hesitate to contact me directly via he… if you would like to make any future reservations with us so I will reassure you that your stay will be accommodated with all the benefits mentioned above to meet all your preferences and for you to have a smooth transition in our hotel. Mama Loves You! HEMAN TAMANG RECEPTION MANAGER

Hi S., We very much appreciate your comments regarding your stay at the Mama Shelter London - Shoreditch. I am really delighted to hear that our staffs were able to accommodate you. 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. Mama Loves You! HEMAN TAMANG RECEPTION MANAGER