Dear Sepooh, Thank you very much for sharing your wonderful feedback and for giving us a perfect score. We are delighted to know that everything was excellent during your stay at Pullman Santiago Vitacura. It is especially rewarding to hear that our breakfast team made a positive impression on you and welcomed you warmly every morning. We will be happy to share your kind words with them. Thank you for choosing Pullman Santiago Vitacura and for being part of the ALL Accor community. We truly appreciate your recommendation and hope to have the pleasure of welcoming you and your family back to Santiago soon. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Alain, Thank you for sharing your experience with us. In order to review in detail the rates applied to your colleagues’ reservations and verify the conditions under which they were booked, could you please provide us with their full names? We have reviewed your reservation and confirmed that it was made through UNACEM, rather than directly with the hotel or through our website. Therefore, having your colleagues’ names would allow us to verify the booking channels, rates, and conditions applicable to each reservation, and clarify any differences. We look forward to receiving this information so that we can conduct the appropriate review. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Maree, Thank you very much for taking the time to share your experience and for choosing Pullman Santiago Vitacura for your second stay with us. We are delighted to know that you once again enjoyed our warm welcome and attentive service, as well as the spacious and clean room, our restaurant options and our convenient location. It is especially rewarding to hear that our entire team contributed to making your stay a pleasant one. We also sincerely appreciate your feedback regarding the shower area. Your comment has been shared with our Housekeeping team for review, as maintaining the highest standards of cleanliness is one of our top priorities. Thank you as well for your continued loyalty as a Gold member of ALL – Accor Live Limitless. We truly value your trust and your recommendation. We look forward to welcoming you back to Pullman Santiago Vitacura for another enjoyable stay. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Umesh, Thank you very much for sharing your experience with us and for giving us an excellent overall rating of 90/100. We are delighted to know that you enjoyed your stay at Pullman Santiago Vitacura and that you particularly appreciated the service provided by Giovanna and Sofia. We will be sure to share your kind words with them, as recognition from our guests is a great motivation for our team. We also appreciate your feedback regarding ease of access and Wi-Fi. Your comments are very valuable to us and help us identify opportunities for improvement and continue enhancing our guests’ experiences. We look forward to welcoming you back to Pullman Santiago Vitacura on your next visit to Santiago. Kind regards, Rebeca Lara Customer Experience & Front Desk Supervisor Pullman Santiago Vitacura

Dear Brittany, Thank you very much for sharing your wonderful feedback following your stay at Pullman Santiago Vitacura. We are delighted to know that you had such a pleasant experience and that you appreciated the warm, professional, and accommodating service provided by our team. It is especially wonderful to hear that Diana, one of our housekeeping team members, took such good care of your room and helped make your stay more comfortable. We will also be very happy to share your kind words with Victor and our entire Bar team. We are glad that Victor’s wine recommendation added a special touch to your experience, and that you enjoyed your meals and dinners at Ofelia. Thank you as well for recognizing our sustainability initiatives. We truly appreciate your thoughtful comments regarding our water-saving efforts and linen reuse program. Your understanding and support of these initiatives mean a great deal to us. It was a pleasure having you with us, and we sincerely hope to welcome you back to Pullman Santiago Vitacura on your next visit to Santiago. Warmest regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Bryan, Thank you so much for taking the time to share such a wonderful and heartfelt review. It is truly a pleasure to welcome you back to Pullman Santiago Vitacura, and we are delighted to know that your second stay with us was once again such a memorable experience. We are especially happy to hear that you enjoyed the comfort and cleanliness of your room, the beautiful mountain views, and, of course, our breakfast. Your kind words about Maria José and Julia mean a great deal to us. They will be very happy to know that their warm and personalized service made such a positive impression on you. We will also be sure to share your recognition with Tim and José, who will certainly appreciate knowing that they helped make you feel at home once again. One of the greatest compliments for our team is when a returning guest feels recognized and welcomed, and your words about our staff remembering you from your previous visit in March are truly meaningful to us. Thank you as well for your generous comments about our hotel and management. We are very proud to know that Pullman Santiago Vitacura has become your favorite hotel in Santiago and that you consider us one of the best-run hotels you have had the pleasure of staying at. It was a pleasure having you with us again after your ski adventures at El Colorado and Valle Nevado. We look forward to welcoming you back on your next visit to Santiago—and hopefully to sharing another great experience with you! Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mauricio, Thank you for taking the time to share your feedback following your recent stay at Pullman Santiago Vitacura. We are pleased to know that you enjoyed our convenient location, comfortable rooms, and that your arrival, accommodation, cleanliness, and Wi-Fi met your expectations. We also sincerely appreciate your comments regarding the breakfast experience. While we are glad you found the selection acceptable, we regret that the service felt disorganized and chaotic. Please accept our apologies for not delivering the smooth and enjoyable breakfast experience we strive to provide. Your feedback has been shared with our Food & Beverage team as we continue working to improve our service. We truly value your observations and hope to have the opportunity to welcome you back and provide you with an even better experience on your next visit to Santiago. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Vlademir, Thank you very much for your wonderful review and for choosing Pullman Santiago Vitacura for your family stay. We are delighted to know that you enjoyed our convenient location, the comfort and cleanliness of your room, and the friendliness of our team. It is especially rewarding to hear that your room provided a quiet and comfortable stay for your family. As an ALL member, we truly appreciate your loyalty to Accor and are grateful for your perfect scores and recommendation. Your kind words are a great source of motivation for our entire team. We look forward to welcoming you and your family back on your next visit to Santiago. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Ms. B., Thank you for taking the time to share your detailed feedback. We are truly sorry that your stay at Pullman Santiago Vitacura fell so far short of your expectations. First and foremost, please accept our sincerest apologies for the extremely serious incident involving another guest gaining access to your room. We fully understand how distressing and unacceptable this situation was, and we deeply regret the fear and insecurity it caused you. The safety and privacy of our guests are our highest priorities, and we recognize that, in this instance, we failed to meet those standards. We also sincerely apologize for the way the situation was handled following the incident. We understand that our response did not reflect the seriousness of what occurred, and we regret that you felt your concerns were not addressed with the level of care and professionalism they deserved. Additionally, we are sorry to learn about the other aspects of your stay that did not meet your expectations, including the condition and cleanliness of the room, the Front Office service, the confusion regarding your Platinum ALL benefits, and the atmosphere in our lobby during the school holiday period. Your comments have been shared with our Front Office, Housekeeping, and Operations teams, as well as with hotel management, for a thorough review and to reinforce our procedures, service standards, and training. We do appreciate your kind words regarding our restaurant team. It is encouraging to know that they provided the level of hospitality we strive to deliver across every area of the hotel, and we will be pleased to share your recognition with them. We deeply regret that your experience has left you with such a negative impression of our hotel. Thank you for bringing these matters to our attention, as they highlight areas where we must improve. Please be assured that your feedback has been taken with the utmost seriousness. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. W., Thank you very much for taking the time to share such a thoughtful review of your recent stay at Pullman Santiago Vitacura. We are truly sorry to hear that you became ill during your business trip. At the same time, it is incredibly rewarding to know that our team was able to provide the care, comfort, and support you needed during that difficult time. Your kind words will be shared with our Front Desk, Housekeeping, and especially with Maria José and her colleagues from the Restaurant and Kitchen. They will be delighted to know that their dedication made such a positive difference in your recovery. It was our pleasure to look after you, and we sincerely appreciate your recognition of our team's efforts. We are also grateful for your loyalty as an ALL Platinum member and for your recommendation. We look forward to welcoming you back in September. We hope your next visit will be under much happier and healthier circumstances. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. J., Thank you very much for your outstanding review and for awarding us a perfect score following your stay at Pullman Santiago Vitacura. We are truly delighted to know that you enjoyed our breakfast buffet, found your room clean and comfortable, and that our team made such a positive impression on you. It is especially rewarding to hear that our housekeeping staff went the extra mile by thoughtfully hanging your clothes to help them dry. Gestures like these reflect the level of personalized service we strive to provide every day. We also sincerely appreciate your suggestion regarding our sustainability practices. Your comment about avoiding the replacement of partially used amenities is very valuable, and we will share it with our housekeeping team as we continue working to reduce waste and improve our environmental initiatives. As a valued ALL – Accor Live Limitless Gold member, your recognition means a great deal to us. We look forward to welcoming you back on your next visit to Santiago and providing you with another exceptional experience. Warm regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mateo, Thank you for taking the time to share your feedback regarding your recent stay at Pullman Santiago Vitacura. We are sorry to learn that your experience did not fully meet your expectations. Please accept our sincere apologies for the unpleasant odor in your room and for the inconvenience caused by the gym being unavailable during your stay. We understand how important these aspects are to our guests' comfort, especially when traveling for business. Your comments have been shared with our Housekeeping and Maintenance teams so that the room condition can be reviewed and corrective actions taken. We are also evaluating how we communicate temporary facility closures to ensure better transparency for our guests. We appreciate your positive remarks regarding our breakfast, Wi-Fi, sustainability efforts, and the service provided by our team. Your feedback is invaluable as it helps us improve the experience we offer. We hope to have the opportunity to welcome you back and provide you with a much more satisfying stay in the future. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. M., Thank you very much for taking the time to share your feedback following your recent stay at Pullman Santiago Vitacura. We are delighted to know that you had a comfortable and pleasant experience with us and that the early check-in was helpful for you and your partner. It is also wonderful to learn that you enjoyed our facilities, the cleanliness of your room, our breakfast offering, and the warm hospitality of our team. We especially appreciate your kind recognition of the gentleman welcoming guests in the lobby, as well as your compliments to the entire team. We will be pleased to share your comments with them, as such feedback is a great source of motivation. Thank you as well for your valuable suggestion regarding towel replacement. Sustainability is a priority for us, and we truly appreciate guests who share ideas that can help us reduce our environmental impact while maintaining comfort and service quality. As a valued ALL Platinum member, your loyalty and trust mean a great deal to us. We are honored by your recommendation and look forward to welcoming you back to Pullman Santiago Vitacura on your next visit to Santiago. Kind regards, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Mr. P., Thank you for taking the time to share your feedback about your recent stay at Pullman Santiago Vitacura. We are delighted to know that our breakfast experience stood out during your visit and that the warmth and hospitality of Juliana Farruggio, Angie Sepulveda, and Maria José made such a positive impact on your mornings. We will be very pleased to share your kind words with them and with our kitchen team. It is also wonderful to hear that Alejandra Zenteno was able to promptly assist you and help turn your experience around after the initial inconveniences. At the same time, we sincerely apologize for the issues you encountered with your room and bathroom. Your comments regarding the water leakage after showering and the cleanliness around the shower door railing have been shared with our Maintenance and Housekeeping teams for immediate review and corrective action. We understand how important a comfortable and well-maintained room is, and we regret that we did not fully meet your expectations in this regard. We also appreciate your feedback concerning the Wi-Fi accessibility and gym facilities. Your observations help us identify areas where we can improve and provide a better experience for our guests. Thank you once again for your valuable comments and for recognizing the efforts of our team members. We hope to have the opportunity to welcome you back to Pullman Santiago Vitacura and provide you with an even more enjoyable stay in the future. Kind regards,

Estimado Santiago, Muchas gracias por compartir su experiencia y por sus amables comentarios. Nos complace enormemente saber que todo fue excelente durante su estadía y que cumplimos con sus expectativas. Comentarios como el suyo son una gran motivación para nuestro equipo y nos inspiran a seguir ofreciendo el mejor servicio posible. Ha sido un placer recibirle y esperamos darle nuevamente la bienvenida muy pronto. Saludos cordiales, Rebeca Lara Customer Experience Pullman Santiago Vitacura

Dear Gordan, 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, Alejandra Zenteno Customer Experience and Front Desk Supervisor Hotel Pullman Vitacura

Estimado Diego, Como siempre es un gusto recibirlo y atenderlo. Agradecemos nuevamente sus comentarios y lo esperamos junto a su familia proximamente. Cualquier cosa que necesite estamos para ayudarlo, Atentamente, Alejandra Zenteno Customer Experience and Front Desk Supervisor Hotel Pullman Vitacura

Dear Isabel, 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, Alejandra Zenteno Customer Experience and Front Desk Supervisor Hotel Pullman Vitacura