Dear Mr. Paul C., Thank you for sharing your feedback with us. We are delighted that you chose to stay with us, even at the last minute, and that our team, especially Maria and Ammy, our Club Manager, (her name is Jongrak) helped make your stay a positive experience. However, we sincerely apologize for the inconvenience caused by the air-conditioning issue in your Room and the wet floor each morning. Please rest assured that we will share your feedback with our Engineering team for further inspection and corrective action. We truly appreciate your kind recognition of our team members and hope to have the pleasure of welcoming you back to Mövenpick Siam Na Jomtien Pattaya for an even more comfortable stay. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Mr. Vadim B., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Ms. Laura 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Nathee S., Thank you for sharing your feedback with us. We’re glad to hear that you enjoyed the swimming pool and the sea view from your balcony. However, we sincerely apologize for the cleanliness issues you experienced, particularly the moldy stains on the furniture and the unpleasant odor from the pillows in both rooms. This is certainly not the standard we strive to maintain. We’re also sorry that our team’s response did not adequately address your concerns. Your feedback has been shared with the relevant team for further review and improvement. We truly regret that this affected your comfort and overall stay, and we appreciate you bringing these matters to our attention. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Phacharamol M., Thank you very much for your continued loyalty and for your kind words about our service. We truly appreciate your feedback and are delighted that you continue to choose us for your stays. We sincerely apologize for the disappointment caused by the welcome snack not being available during this visit. Please kindly note that our welcome amenities may vary from time to time, depending on the arrangements and offerings available... We understand how special this little surprise was for your child, and we appreciate you sharing this with us. Thank you once again for your understanding and continued support. We look forward to welcoming you and your family back to create more wonderful memories with us! Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Zhuo Y. C. L., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Atiwat G., Thank you for sharing your feedback. Please accept our sincere apologies that the breakfast buffet was not fully ready and that some food items were unavailable. We will share your comments with our Food & Beverage team and take the necessary steps to improve our preparation and replenishment procedures to ensure a better breakfast experience for our guests. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Panida K., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Mr. Samuel J. J., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Panachai S., Thank you very much for your detailed and thoughtful feedback. We are delighted to know that you enjoyed our breakfast quality and variety, the panoramic views of Na Jomtien Beach and the Gulf of Thailand, and the attentive service provided by our Heartists. We are especially pleased that the room upgrade and birthday cake surprise made your stay even more memorable. We sincerely appreciate your comments regarding the air-conditioning in room 1505 and the condition of some furniture. Please rest assured that your feedback will be shared with our Engineering and Housekeeping teams for further review and appropriate follow-up as we continuously strive to enhance our facilities and guest comfort. Thank you once again for your kind words and valuable suggestions. It was our pleasure to host you, and we look forward to welcoming you back to Mövenpick Siam Hotel Na Jomtien Pattaya for another exceptional stay. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Thantapat A., Thank you for sharing your detailed feedback with us. We are delighted to know that you enjoyed our convenient location, family-friendly pool facilities, and the warm, attentive service provided by our Heartists across all departments. We also appreciate your comments regarding the variety of our buffet offerings. We understand that a wider selection is especially important for Guests enjoying a longer stay, and we will share your feedback with our Food & Beverage team for their consideration as we continue to enhance our dining experience. Thank you once again for your valuable feedback. We look forward to welcoming you and your family back to Mövenpick Siam Hotel Na Jomtien Pattaya for another memorable stay. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Mr. Evgeny P., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Jareerat K., Thank you for taking the time to share your feedback following your third stay with us. We are sorry to learn that this visit did not meet your expectations and your decision to return to our hotel. We sincerely regret the inconvenience caused by the bathtub leak and the disruption to your rest after midnight. We understand how frustrating this must have been, especially when travelling with a family member who requires additional care. Please also be assured that we offered a wheelchair assistance upon check-in, should this be required to help facilitate a more comfortable stay. Our team arranged a room upgrade and complimentary breakfast as a gesture of recovery, with the intention of making amends and ensuring the remainder of your stay was more comfortable. While we are pleased that the upgraded room offered better conditions, we recognize that a recovery gesture cannot entirely undo the inconvenience you experienced. That said, we hope our efforts to address the situation are also acknowledged in the spirit in which they were offered. Service recovery is not simply about providing an upgrade or complimentary benefits; it is about showing care, understanding and goodwill when things do not go as planned. These are values at the heart of our Heartist culture, which we believe should be reflected in both how we serve others and how we recognize genuine efforts to make things right. As a fellow member of the Heartist community, and someone who stayed with us under the Staff rate with a Heartist card, we would have hoped that this shared understanding would allow room for a balanced appreciation of both the shortcomings and the efforts made to resolve them. After all, Heartist culture is not only about the privileges and benefits associated with being part of the group, but also about the mutual respect, empathy and support that connect us as colleagues. We were particularly surprised by your rating of 1 out of 10 in recommending the brand as a whole, especially as a fellow Heartist who is part of the same group. While we acknowledge the shortcomings of your experience at our hotel, we believe it is important to distinguish between an individual hotel's areas for improvement and the reputation of the wider brand and group that we all represent. We would have hoped for a more balanced assessment that recognises both the issues encountered and our team's efforts to recover your stay, in keeping with the spirit of mutual respect and support that underpins our Heartist culture. We have taken note of your comments regarding the room condition, breakfast quality, beverage selection, sustainability initiatives and the behaviour you observed from a team member near the end of breakfast service. Your observations have been noted for the relevant teams to review. We agree that maintaining appropriate service standards and professional conduct is essential, regardless of the circumstances. We are grateful that you have chosen to stay with us on several occasions, and we regret that this experience has affected your confidence in returning. We hope that, alongside the areas requiring improvement, you will also remember that our team made an effort to recover the situation when an unexpected issue arose. Thank you again for your feedback. We wish you and your mother comfortable and pleasant travels ahead. Warm regards, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Panit R., Thank you for your wonderful feedback. We are delighted to hear that your stay met your expectations and that our friendly and helpful team made a positive impression. We appreciate you bringing the bathroom drainage issue to our attention, and we will share your comments with our Engineering team for further inspection. We are also pleased to know that our Housekeeping team responded promptly and assisted in resolving the situation. Thank you once again for your kind words and valuable feedback. We look forward to welcoming you back for another enjoyable stay. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager

Dear Khun Panupap N. N. A., 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, Maria Zyablitseva Assistant Guest Experience Manager

Dear Mr. James M. Thank you for sharing your additional feedback with us. We sincerely regret the difficult circumstances your family experienced due to the flooding in Bangkok and understand how upsetting it must have been to interrupt your family holiday unexpectedly. We would like to clarify that your nationality or country of residence had no bearing on the consideration of your request. The available options were related to the terms and conditions of the reservation and the booking channel through which it was made, rather than your nationality. Nevertheless, we understand your disappointment and regret that the outcome did not meet your expectations during such a challenging time. Your feedback is valuable to us, and we appreciate you taking the time to share your perspective. We sincerely hope that your family has been able to recover from this unfortunate situation and wish you all the best. We hope your homes can be restored soon and that we may have the opportunity to welcome you back under better circumstances. With the hope of turning this experience into a more positive one, we would be pleased to arrange a service recovery for a future stay at our hotel. We sincerely hope this will give us another opportunity to welcome you and your family and provide the warm hospitality and memorable experience you deserve. Maria Zyablitseva Assistant Guest Experience Manager

Dear Mr Sim L. T., Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not fully meet the standards you expected. We sincerely apologize for the shortcomings you encountered in the bathroom, particularly the visible limescale, cleanliness issues, and the condition of the fixtures. We also take your comments regarding the slippery shower floor very seriously, as guest safety is always a priority. Your feedback has been shared with our Housekeeping and Engineering teams for immediate review and improvement. We also apologize that our breakfast selection did not meet your expectations. Your comments will be shared with our team as we continue to improve the quality and variety of our offerings. Once again, please accept our sincere apologies for the areas where we fell short. We hope to have the opportunity to welcome you back and provide you with a more comfortable and enjoyable experience. Sincerely, Supalak Kangkaya (Beer) Assistant Front Office Manager

Dear Khun Tanawut B., 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. Your comments about water we already shared with relevant departments for future investigation and improvement. Our sincere apologies for inconvenience caused. Sincerely, Maria Zyablitseva Assistant Guest Experience Manager