Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you very much for taking the time to share your feedback following your recent stay with us. We are delighted to know that you enjoyed the comfort of your room, particularly the separate bath, toilet and shower facilities. We are also pleased that you found our location convenient for your travel needs. We appreciate your comment regarding the need for transportation to reach the nearest shops. As an airport hotel, we understand that access to nearby shopping areas is an important consideration for our guests, and your feedback is valuable as we continue to look for ways to make the overall stay experience more convenient. It was our pleasure to have you as our guest, and we sincerely hope to welcome you back to Mövenpick KLIA for another comfortable and enjoyable stay. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you very much for taking the time to share your wonderful feedback with us and for choosing to stay at Mövenpick Hotel & Convention Centre KLIA. We are especially delighted to hear that you had a welcoming and comfortable stay, particularly after having some reservations about staying at an airport hotel based on your previous experiences. Knowing that we were able to pleasantly surprise you and provide a positive experience truly means a great deal to us. Your kind words are a wonderful encouragement to our team, who continuously strive to provide genuine hospitality and ensure every guest feels comfortable and well cared for throughout their stay. Thank you once again for your trust and support. We look forward to welcoming you back again and creating another enjoyable and memorable stay for you. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you very much for your kind review and for choosing to stay with us. We are pleased to learn that your overall stay experience was comfortable, enjoyable, and satisfying. Your compliments towards our team members and service standards are truly appreciated and will certainly be shared with the entire team as encouragement for their continuous efforts. We look forward to welcoming you back again for another pleasant and memorable experience in the near future. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for sharing your wonderful experience with us. We are delighted to know that your stay was enjoyable and that our team managed to provide warm hospitality and attentive service throughout your visit. It is always encouraging to receive such positive feedback from our valued guests as it inspires us to continue delivering memorable experiences consistently. We sincerely appreciate your support and eagerly await the opportunity to welcome you back again soon. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you very much for taking the time to share your wonderful review and for choosing to stay with us. We are delighted to know that you had a really wonderful stay and that our team members were accommodating and provided you with excellent customer service. Your kind compliments are truly appreciated and will certainly be shared with the entire team as encouragement and recognition of their continuous efforts to create memorable experiences for our guests. We are grateful for your support and look forward to welcoming you back to Mövenpick Hotel & Convention Centre KLIA for another pleasant and memorable stay in the near future. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for your excellent feedback regarding your recent stay experience. We are extremely pleased to hear that your overall visit was smooth, comfortable, and enjoyable. Your kind comments towards our hospitality and guest services mean a lot to us and serve as great motivation for the team to continue striving for service excellence. We truly appreciate your support and look forward to welcoming you back again in the near future. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your wonderful feedback regarding your recent stay with us. We are truly delighted to know that you had an enjoyable and memorable experience throughout your visit. It is very rewarding to hear that our hospitality, facilities, and overall service delivery met your expectations. Your kind recognition motivates our team to continuously provide exceptional experiences to all our valued guests. Thank you once again for your generous support and we sincerely look forward to welcoming you back again soon for another remarkable stay. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your wonderful feedback with us. We are truly delighted to know that our team was able to assist your elderly father throughout his journey and provide the care and reassurance needed to make his travel experience safe and stress-free. It is especially heartening to know that our team kept you informed at every step, particularly given your father’s hearing impairment and language barrier. Ensuring our guests feel safe, cared for, and well supported is at the heart of our hospitality, and your kind words are a great encouragement to our team. Thank you once again for your trust and generous feedback. We sincerely look forward to welcoming you and your family back to Mövenpick Hotel & Convention Centre KLIA on your next visit. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your experience with us. We are delighted to know that our convenient location was helpful during your hectic transfer from Qatar to Brunei. We truly understand how stressful unexpected flight delays can be, especially when you have only a short window before your onward journey. We are pleased that our team was able to accommodate your situation and extend your check-out time, allowing you a little more time to rest and refresh before continuing your journey. Your kind words mean a great deal to our team, and we are especially pleased that our flexibility and understanding helped make a challenging travel situation a little easier. Thank you once again for choosing Mövenpick Hotel & Convention Centre KLIA. We wish you safe and pleasant travels ahead and hope to welcome you again on your next journey through KLIA. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Mr Mohamad Z. A. F. Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for sharing your feedback regarding your recent stay with us. We are delighted to know that you found everything else to your satisfaction and enjoyed your overall experience. We sincerely apologize for the inconvenience caused by the air-conditioning, particularly as the room did not feel sufficiently cool despite being set at 15°C. We understand how important a comfortable room temperature is for a restful stay. Please be assured that we have taken note of your feedback and will share it with our Engineering team for further checking and improvement. Thank you once again for your valuable feedback and support. We sincerely look forward to welcoming you back and providing you with a more comfortable experience on your next visit. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for sharing such a wonderful and detailed review of your recent stay with us. We are absolutely delighted to know that you and your family had such a memorable experience. We are especially pleased that our Front Office team was able to assist with your request for a connecting room and find a suitable solution for your family, despite the initial availability challenge. Your kind recognition of their efficiency and willingness to go the extra mile is truly appreciated. It is also fantastic to hear that you enjoyed our breakfast selection and signature dishes, as well as our spacious swimming pool. We are particularly happy that your children enjoyed our Chocolate Hour, which is one of the experiences we love sharing with our younger guests and families. Your wonderful feedback and five-star recommendation mean a great deal to the entire team. We will certainly share your kind words with our colleagues as encouragement to continue creating warm, memorable, and family-friendly experiences for our guests. Thank you once again for choosing Mövenpick Hotel & Convention Centre KLIA. We look forward to welcoming you and your family back for another fantastic stay very soon! Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Valued Guest, Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your kind feedback with us. We are truly delighted to know that you felt warmly welcomed and well looked after during your stay. It is especially heartening to hear your kind recognition of me and my team. We are pleased that our efforts helped make your stay comfortable and enjoyable. Your appreciation is a wonderful encouragement for all of us to continue delivering warm, attentive, and personalized hospitality. Thank you once again for your kind words and for choosing Mövenpick Hotel & Convention Centre KLIA. We sincerely look forward to welcoming you back for another memorable stay. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Ms Zubaidah B. Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your wonderful feedback regarding your recent stay with us. We are delighted to know that you had an enjoyable and memorable experience. It is especially pleasing to hear that you enjoyed our food and found your room clean and tidy. Your kind words are truly appreciated and will certainly motivate our team to continue delivering warm hospitality and maintaining the standards our guests deserve. Thank you once again for your generous support. We sincerely look forward to welcoming you back to Mövenpick Hotel & Convention Centre KLIA for another pleasant stay. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Henrietta R. , Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you very much for your kind review and for choosing to stay with us. We are pleased to learn that your overall stay experience was comfortable, enjoyable, and satisfying. Your compliments towards our team members and service standards are truly appreciated and will certainly be shared with the entire team as encouragement for their continuous efforts. We look forward to welcoming you back again for another pleasant and memorable experience in the near future. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear T'ze M. N. , Warm greetings from Mövenpick Hotel & Convention Centre KLIA! We truly appreciate your time in sharing your wonderful feedback. It is rewarding to know you had a pleasant stay with us. We look forward to seeing you again in the near future. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Ms Rozana S. , Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for sharing your wonderful experience with us. We are delighted to know that your stay was enjoyable and that our team managed to provide warm hospitality and attentive service throughout your visit. It is always encouraging to receive such positive feedback from our valued guests as it inspires us to continue delivering memorable experiences consistently. We sincerely appreciate your support and eagerly await the opportunity to welcome you back again soon. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Mr Mohd R. I. and family , Warm greetings from Mövenpick Hotel & Convention Centre KLIA. My name is Shawn, and it was a pleasure speaking with you over the phone earlier today. Please accept my sincere apologies that I did not have the opportunity to meet you personally upon your departure. Thank you for taking the time to share your feedback regarding your recent stay with us. First and foremost, please accept our sincere apologies regarding the cleanliness of your room. The presence of dust, rubbish and previously used room slippers is certainly not in line with the cleanliness standards we expect at Mövenpick. We take this matter seriously. Following your feedback, we have reinforced the importance of thorough room inspections with our Housekeeping team. Additional checks are being carried out to ensure that rooms are properly cleaned and inspected before being released to guests, with particular attention to floors, bathroom areas, rubbish removal and the replacement of guest amenities. We will continue to monitor this closely to prevent a similar occurrence from affecting other guests and, importantly, should you choose to stay with us again in the future. During our conversation, you also reiterate your disappointment with your dinner experience, particularly the extended waiting time of approximately 1.5 hours for your food, while your children were waiting and hungry. I sincerely apologise for this experience. We fully appreciate how frustrating this must have been for you and your family. Our expected service standard is for food to be served within approximately 30–45 minutes, depending on the order. The waiting time you experienced was clearly beyond what we consider acceptable. We have taken your feedback seriously and are reviewing the matter with our Food & Beverage and Kitchen teams to identify the cause of the delay. We are also reinforcing communication and coordination between the Kitchen and service team, monitoring food preparation times more closely, and ensuring that managers are more actively involved whenever there is an unusual delay. These measures are intended to prevent a recurrence and provide a more consistent dining experience for our guests. I am also pleased to acknowledge the recovery extended to you during the meal. Faizzi the Supervisor apologised for the delay and Irfan the Assistant arranged complimentary bread and fruit while you were waiting. In addition, a 20% discount was offered as a further gesture of service recovery. Nevertheless, we recognise that these gestures cannot fully compensate for the inconvenience caused by the extended waiting time. Mr Mohd R., we truly value your feedback as it gives us an opportunity to identify where we have fallen short and take the necessary corrective measures. We sincerely hope that this experience will not be the lasting impression you have of Mövenpick Hotel & Convention Centre KLIA. As a gesture of goodwill, we would be delighted to welcome you and your family back to experience our restaurant again, and to have the opportunity to restore your confidence in our service. Should you decide to visit us again, please feel free to contact me directly at +60…, and I will be pleased to personally assist with your table reservation and ensure the necessary arrangements are made for your visit. Once again, please accept my sincere apologies for the shortcomings you experienced, and thank you for giving us the opportunity to address your concerns. We sincerely hope to have the pleasure of welcoming you and your family back in the future and providing you with the experience that you should have received from us in the first place. Sincerely, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA

Dear Ms Una H. Warm greetings from Mövenpick Hotel & Convention Centre KLIA! Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are truly delighted to know that you had such an enjoyable and memorable experience. It is especially heartening to hear that you appreciated the room upgrade, the spacious accommodation, and the helpfulness of our team throughout your stay. We are also thrilled that you found our breakfast outstanding! We certainly appreciate your feedback regarding the firmness of the bed. We understand that comfort preferences can be very personal, and we are grateful that you took the time to share this with us. Knowing that you have two more visits planned with us over the coming month is a wonderful compliment. We look forward to welcoming you back and making each of your upcoming stays just as enjoyable, if not even better. Thank you once again for your kind support and for choosing Mövenpick Hotel & Convention Centre KLIA. We truly look forward to seeing you again very soon. Warm regards, Shawn Loyalty Manager Mövenpick Hotel & Convention Centre KLIA