Dear U. G., Thank you very much for your outstanding 90/100 rating and for choosing to stay with us during your visit from Germany. As an ALL Diamond member, your loyalty is incredibly important to us, and it was a true honor to host you and your partner in Santiago. We are delighted to hear about your "super reception" during check-in. I will personally share your kind words with Anais; our team in Chile strives to provide a warm and personalized welcome to every guest. It is wonderful to know that we were able to fulfill your request for a specific floor, ensuring your stay in the heart of the El Golf district was exactly as you envisioned. Achieving a perfect 100/100 in Accommodation, Cleanliness, and Wi-Fi confirms our commitment to maintaining the highest standards for our most distinguished guests. We are also pleased that you found our ALL App booking process quick and easy to use, allowing for a seamless transition from planning to your arrival in Sanhattan. We have taken note of your feedback regarding our breakfast selection and sustainability efforts. We are constantly working to refine our culinary offerings and environmental initiatives to meet the expectations of our Diamond members. Your insights are essential as we aim for 100% excellence in every category. It was a pleasure having you with us, and we look forward to welcoming you back to the Pullman Santiago El Bosque for another "Tolles Hotel" experience. Atentamente, Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Bernd, Thank you so much for your perfect 100/100 rating! We are absolutely delighted to hear that your stay in Chile was a "completely successful" experience. As an ALL Accor Gold member, your loyalty and detailed feedback are incredibly valuable to us. It is a pleasure to know that you felt well-cared for by our "friendly and professional" team. We especially appreciate you mentioning Roger from the reception; we will be sure to share your kind words with him. Recognizing our staff's helpfulness is the greatest motivation for us to continue delivering top-tier service in the heart of the El Golf district. We are glad you found your room to be a comfortable and quiet sanctuary and that our breakfast selection met your standards for quality and variety. Our goal is to provide a modern, well-maintained environment that delivers exactly what our guests expect—a seamless and high-quality stay without "unnecessary bells and whistles." Thank you for noticing and supporting our sustainability efforts, such as our linen and towel reuse program. We believe that responsible luxury is essential, and it is rewarding to see these initiatives resonate with our guests from Switzerland. It was an honor to host you, and we look forward to welcoming you back to Pullman Santiago El Bosque on your next visit to Santiago. Atentamente, Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Heinz, Thank you very much for your 80/100 rating and for sharing your positive experience as a couple at Pullman Santiago El Bosque. As a Classic member of our ALL Accor program, your feedback is essential as we strive to provide a top-tier experience in Chile. We are delighted that you enjoyed our "Sehr gute Lage" (very good location). Being situated in the heart of the El Golf neighborhood truly is a highlight, offering our guests immediate access to the best shopping centers and an array of high-quality restaurants. We are glad this convenience made your stay in Santiago even more enjoyable. It is a pleasure to see high scores for our accommodation, cleanliness, and our team. Maintaining a professional and pristine environment is a priority for us, and we are especially proud of the 100/100 rating for your check-out experience. We aim to ensure every step of your journey, from your online check-in to your final departure, is as smooth and efficient as possible. We have noted your feedback regarding the WiFi and the loyalty program recommendation. We are constantly working to upgrade our digital connectivity to meet the needs of all our guests. Furthermore, we hope that by continuing to enhance our personalized service, we can increase your confidence in recommending our loyalty program to your friends and family in Switzerland. It was a privilege to host you, and we look forward to welcoming you back for another comfortable and well-located stay in the near future. Atentamente, Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Markus, Thank you for taking the time to share your feedback. I was deeply concerned to read about the numerous issues you encountered during your stay. Please accept my sincerest apologies for the disappointing experience you and your partner had at our hotel. A rating of 40/100 is far below the standards we strive to maintain here in Chile. It is unacceptable that you were assigned a room with an unstable bed and a noisy air conditioning system. Furthermore, I am very sorry that our team failed to resolve the reported clogged drain. This lack of follow-through is not representative of our service philosophy. I have immediately notified our Maintenance Manager to conduct a full audit of the room you occupied to ensure these mechanical and structural issues are permanently fixed. I am also concerned about your comments regarding the cleanliness of the floors and the limited selection of coffee capsules. We aim to provide a premium experience, and small details like the variety of amenities and the hygiene of the room are fundamental. Additionally, regarding your note on water waste, we are currently reviewing our plumbing system to improve efficiency and reduce the time it takes for hot water to reach the rooms, as we are committed to improving our sustainability efforts. While I am glad to see that you had a positive interaction with our service staff, I regret that the breakfast selection, particularly the bread and eggs, did not meet your expectations. I have shared this with our Executive Chef to review the quality and preparation of our morning buffet. We take your comments very seriously as they provide us with a clear roadmap for the improvements we need to make. We hope you might give us another chance in the future to provide the high-quality stay you rightfully expected from the Pullman brand. Sincerely, Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Gerhard, Thank you so much for your perfect 100/100 rating and for sharing such wonderful feedback regarding your stay with us in Chile. We are delighted that you enjoyed our beautiful ambiance and prime location. As a Silver member, it was our absolute pleasure to provide you with a Suite upgrade. Knowing that the cleanliness and comfort of the suite met your highest expectations is exactly what we strive for at Pullman Santiago El Bosque. I will be sure to share your kind words with our entire staff. Your mention that "everyone" you interacted with contributed to your satisfaction is the highest praise we can receive. Our team works with great passion to ensure our guests from Austria feel welcomed and well-cared for from check-in to departure. It is also great to hear that you find the all.com booking process quick and easy. We appreciate your loyalty to the ALL Accor program and are thrilled that you highly recommend it to others. It was an honor to host you, and we look forward to welcoming you back to your "home away from home" in Santiago very soon. Atentamente, Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Bernd, Thank you very much for your excellent rating! We are delighted to hear that you and your friends had such a positive experience at Pullman Santiago El Bosque. As a Gold member of our ALL program, your loyalty and feedback are highly valued. It is great to know that you enjoyed your stay on the 14th floor. We take great pride in our modern, spacious, and clean accommodations. We are also thrilled that our breakfast selection and the atmosphere at our bar met your expectations—it is always a pleasure to hear that our guests appreciate both the quality and the fair pricing of our cocktails like the Negroni. We are especially happy to hear your praise for Francisco at the front desk. Providing a warm and professional welcome is our priority, and we will certainly share your compliments with him. While we noted your comments regarding the check-out process and WiFi, we are glad these did not overshadow your overall stay. We also respect your candid perspective regarding sustainability initiatives and appreciate your honesty, as it helps us understand the diverse priorities of our international guests from Germany. We look forward to welcoming you and your friends back to Santiago in the near future! Sincerely, Camila Infante G CX Manager Pullman Santiago El Bosque

Sehr geehrter Herr Manfred B., vielen Dank für Ihre hervorragende Gesamtbewertung von 90/100 Punkten. Wir freuen uns sehr, dass Ihr Aufenthalt „Ausgezeichnet“ war. Besonders stolz sind wir auf Ihr Lob für unseren außergewöhnlichen Service bei der Beschaffung Ihres Reisepasses. Situationen wie diese erfordern Schnelligkeit und Engagement, und wir sind sehr froh, dass unser Team Ihnen in dieser kritischen Situation helfen konnte. Ihre Bewertung von 100/100 Punkten für „Unser Team“ bestätigt dieses Engagement. Ihre Bewertungen von 100/100 Punkten für Check-in, Unterkunft, WLAN, Check-out und Sauberkeit zeigen, dass wir in den wichtigsten Bereichen hervorragende Leistungen erbracht haben. Wir räumen ein, dass unser Frühstück, das mit 80/100 Punkten bewertet wurde, zwar gut, aber nicht perfekt war. Wir werden dies intern überprüfen, um das kulinarische Erlebnis weiter zu verbessern. Vielen Dank, dass Sie sich für das Pullman Santiago El Bosque entschieden haben. Wir freuen uns darauf, Sie bald wieder bei uns begrüßen zu dürfen! Mit freundlichen Grüßen. Camila Infante G CX Manager Pullman Santiago El Bosque

Dear Michael, Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you appreciated our convenient location and the friendliness of our staff. We sincerely regret the issues you experienced during breakfast, especially with the lack of orange juice, the hair in the cold cuts, and the difficulty in ordering a boiled egg. This does not align with the standards we strive to deliver, and we apologize for the inconvenience caused. Rest assured, your comments have been shared with the relevant teams to ensure improvements in our breakfast service and additional staff training. We also acknowledge your comments regarding cleanliness and the check-out process. Your input is invaluable and will help us identify areas where we can enhance our guests' experience. Thank you for being a valued Gold member of ALL – Accor Live Limitless. We hope to have the opportunity to welcome you back in the future to provide you with an improved and seamless experience. Warm regards, Camila Infante G Manager on Duty Pullman Santiago El Bosque

Lieber Günter, Vielen Dank für Ihre ausführliche Bewertung und perfekte Bewertung! Wir freuen uns sehr, dass Sie sich bei uns so wohl gefühlt haben und Ihren Aufenthalt genossen haben. Besonders freuen wir uns, dass Ihnen die Lage unseres Hotels, das reichhaltige Frühstücksbuffet und die Freundlichkeit unseres Personals gefallen haben. Wir nehmen Ihr Feedback zur Sprache unserer Mitarbeiter sehr ernst. Wir werden uns bemühen, unsere Mitarbeiter weiterzubilden, um eine noch bessere Kommunikation zu gewährleisten. Auch den Damen, die Ihr Zimmer gereinigt haben, und der Kollegin, die die Obstkörbe gefüllt hat, möchten wir uns für Ihr Lob bedanken. Es ist gut zu wissen, dass Sie die Aufmerksamkeit unserer Mitarbeiter geschätzt haben. Wir hoffen, Sie bald bei uns begrüßen zu dürfen. Aufrichtig, Camila Infante G Manager on Duty Pullman Santiago El Bosque

Dear Katharina, Thank you very much for your evaluation! We are glad to know that you enjoyed your stay at our hotel. We really appreciate that you highlighted the excellent location, the comfort of the rooms, the variety of breakfast and the quality of our Wi-Fi connection. Your recommendation means a lot to us. We have taken note of your comment about changing towels daily. We understand this may not be necessary for all guests and will work to offer more sustainable options in the future. We hope to welcome you again soon. Sincerely, Camila Infante G Manager on Duty Pullman Santiago El Bosque