Dear Mr. P., Thank you very much for taking the time to share your feedback with us. We are truly sorry that your arrival at our hotel did not meet your expectations and, in particular, that your first interaction with our receptionist left you with such a negative impression. We have taken your comments very seriously and have discussed your feedback directly with our colleague. Please accept our sincere apologies if the welcome and the service you received were not as warm and attentive as you have every right to expect from us. It also appears that there were some communication difficulties due to a language barrier, which may have contributed to the situation. For this reason, our colleague referred you to another colleague at the reception who could assist you further and ensure that your request was properly understood. We sincerely hope that everything was then clarified to your satisfaction and that the remainder of your stay went smoothly. Your feedback is very important to us and helps us to identify where we can improve, particularly when it comes to training and the quality of our welcome. Please be assured that we have taken your comments to heart. Thank you again for choosing our hotel. We would be very pleased to have the opportunity to welcome you and your guests back to Stuttgart and to provide you with the warm and professional experience you should expect from us. Kind regards Guest Relations Team - Mövenpick Hotels Stuttgart

Dear Mr. L., Thank you very much for taking the time to share such detailed feedback about your family stay with us. We are pleased to hear that you appreciated the cleanliness of your connecting rooms, the comfortable bedding, our breakfast selection and the secure and clean parking facilities. At the same time, we are sorry that several aspects of your stay did not meet your expectations, particularly as a Diamond ALL member. We sincerely apologize that you did not feel sufficiently recognized for your loyalty during your stay. We understand that recognition goes beyond a welcome amenity and should also be reflected in the personal attention and service you receive from our team. Your comments regarding the lack of a personal welcome, the absence of an upgrade and the welcome amenity are therefore particularly important to us. We are also sorry that the connecting door was closed upon your arrival. This should have been checked and prepared before your arrival to ensure a smooth and comfortable welcome for your family. Regarding our restaurant, we would also like to explain that due to the low occupancy at the time of your stay, we had temporarily reduced our menu selection. We are now expanding our offering again to provide our guests with a wider choice, including a greater selection of pasta, fish and meat dishes. We are sorry that the limited selection during your stay did not meet your expectations. Finally, we are sorry that our team came across as rather distant and not sufficiently welcoming. This is certainly not the impression we want our guests to have, and we will share your feedback with the relevant team. We truly appreciate your honest and detailed feedback. It gives us valuable insight into where we can improve. We hope that, despite this experience, we will have another opportunity to welcome you and your family and demonstrate the level of personal service, warmth and recognition you should expect as one of our valued ALL Diamond members. Kind regards, Guest Relations Team - Mövenpick Hotels Stuttgart

Dear Mr K., Thank you very much for taking the time to share your feedback following your stay with us. We are delighted to hear that you appreciated our convenient location just a few minutes away from the terminal, as well as the spaciousness, cleanliness, and comfort of your room. It is wonderful to know that you enjoyed the quality of our bedding and had a pleasant experience at Mövenpick Hotel Stuttgart Messe & Congress. We are sorry that, due to your late arrival, you were not able to enjoy our Restaurant CIAO after its closing time and that your early flight did not allow you to experience our breakfast offering. We hope to have the opportunity to welcome you again on a future visit, giving you the chance to discover even more of our culinary services. Thank you again for your kind words. We truly appreciate your recommendation and look forward to welcoming you back to Stuttgart. Kind regards Guest Relations Team - Mövenpick Hotels Stuttgart

Sehr geehrte Frau K., Vielen Dank für Ihr Feedback. Es freut uns sehr, dass Sie insbesondere die Sauberkeit, den tollen Service sowie die praktische Lage zu Fuß zum Flughafen positiv hervorheben. Auch Ihre sehr guten Bewertungen in allen Bereichen wissen wir sehr zu schätzen. Gleichzeitig nehmen wir Ihre geringere Weiterempfehlungsbereitschaft im Rahmen des Bonusprogramms zur Kenntnis und danken Ihnen für Ihre ehrliche Rückmeldung. Wir würden uns sehr freuen, Sie bei Gelegenheit wieder bei uns begrüßen zu dürfen. Mit freundlichen Grüßen Tanja Rollny

Cher Monsieur P., Merci beaucoup pour votre retour. Nous sommes très heureux d’apprendre que vous avez globalement apprécié votre séjour et que vous avez particulièrement souligné le design moderne de l’hôtel, la qualité de l’hébergement, la propreté ainsi que le petit-déjeuner et notre équipe. Nous vous remercions également pour votre excellente intention de recommander notre établissement. Nous regrettons toutefois que votre expérience lors de l’arrivée et du départ n’ait pas été à la hauteur de vos attentes, notamment concernant la reconnaissance de votre statut Gold ainsi que l’envoi de votre facture. Vos remarques sont prises très au sérieux et seront examinées en interne, en particulier le fonctionnement du check-out express. Nous vous remercions pour votre retour sincère, qui nous aide à améliorer continuellement nos services. Nous espérons avoir le plaisir de vous accueillir à nouveau prochainement. Cordialement Tanja Rollny