Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a detailed and wonderful review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your perfect 100/100 overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for booking, arrival, cleanliness, our team, check-out, WiFi, sustainability, member recognition, plastic reduction, dinner at Ambrosia, in-room dining, concierge, gym, and accommodation Celebrating Your Words Your review title – "A Very Great Very comfortable stay" – and your beautiful words – "A very Good and well maintained hotel, at a great location with very wonderful and helpful staff" – bring immense joy to our entire team. A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of: Bibiana at Front Desk for her "outstanding service" Reval at Housekeeping for his "concern about our stay and comfort" We will personally share your appreciation with both of them. Knowing that their service made your stay special is the greatest motivation for our team. Regarding Your Feedback – Plumbing and Tap Fittings We have carefully noted your comment: "There was a problem with the plumbing and tap fittings which was causing us some discomfort when using the bathroom." We sincerely apologize for this inconvenience. Your feedback has been shared with our Engineering team to inspect and resolve the plumbing and tap fitting issues in your room. Celebrating Your Sustainability Recognition We are pleased that you appreciated our sustainability efforts, including "Using Jug for drinking water. Using glass bottles for complementary water. Less plastic being used in room toiletries." Thank you for recognizing our commitment to reducing single-use plastics. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for another great and comfortable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Gold member, you deserved a restful and comfortable stay, and we regret that we fell far short of your expectations. Addressing Your Concerns Point by Point 1. Traffic Noise – Unbearable, No Sleep You noted that despite being upgraded to a suite, the traffic noise was "unbearable" and that you could not sleep because the traffic was 24 hours ongoing. You also suggested that "no double glazed glass was used in the construction." We sincerely apologize for this. Sleep is fundamental, and we failed to provide a restful environment for you. Your feedback has been escalated to our Engineering team to review the soundproofing of our suites, including the possibility of double-glazed glass. For future stays, we recommend requesting a room on a higher floor or away from the main road, which may offer a quieter experience. 2. Breakfast – Food Not Topped Up, Staff Shortage, Coffee Quality You went for breakfast at 9:30 AM and found that there was "not much food left, food not topped up" and that there seemed to be a "shortage of staff." You also mentioned that "the coffee was horrible" and that for the price, breakfast was "not worth." This is completely unacceptable. Your feedback has been escalated immediately to our Executive Chef and Food & Beverage Manager for urgent review of: Breakfast replenishment protocols during later service hours Staffing levels during breakfast Coffee quality 3. Your Special Mentions We are grateful that you mentioned Jenny from Reception for being helpful and Kenneth from the Restaurant for serving dinner well. We will personally share your appreciation with both of them. 4. Loyalty Programme Recommendation We note your feedback on the loyalty programme and will use it to improve our member experience. Celebrating the Positives We are pleased that your booking experience, our team, and WiFi all earned perfect scores, and that your arrival, cleanliness, check-out, and sustainability earned. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Engineering: Suite soundproofing review Executive Chef & F&B Manager: Breakfast replenishment, staffing, coffee quality Front Office: Member recognition Our Apology We are deeply sorry that your stay was so disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the restful and comfortable experience you deserve as a Gold member. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your wonderful feedback with us. We sincerely appreciate your kind words. We are absolutely delighted to receive your flawless rating across every single category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, and sustainability. Your perfect recommendation of our brand is the highest compliment we could hope to receive. Celebrating Your Words Your review – "Excellent experience. Clean and spacious room. The receptionists and staff were welcoming and the breakfast buffet selections were decent and good. Thank you for the hospitality" – brings immense joy to our entire team. Knowing that you had an excellent experience and that our team made you feel welcome is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you both back to Grand Mercure Batam Centre for another excellent experience. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such a heartfelt review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are absolutely delighted to receive your strong overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for booking, arrival, accommodation, cleanliness, our team, check-out, WiFi, sustainability and for breakfast selection Celebrating Your Words Your review title – "Quiet & Comfortable" – and your beautiful words bring immense joy to our entire team: "Overall, all my family members had a very wonderful experience with Grand Mercure Batam." "Right from the moment we arrived on the first day, till the day we left, we have never had any negative experience." "A very big Thanks to all the staffs from Grand Mercure Batam." Knowing that your entire family had a wonderful experience with no negative moments is the greatest reward we could ever receive. Your heartfelt thanks to our team will be shared with everyone. Regarding Your Feedback – Breakfast We are pleased that you found the breakfast "marvellous." We appreciate your suggestion regarding the background music – you recommended playing "easy going & smoothing instrumental songs" instead of pop or jazz to better suit the environment. This is excellent feedback, and we have shared it with our Food & Beverage team for consideration. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you and your family back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your feedback with us. We sincerely appreciate your kind words. We are delighted to receive your strong overall rating and your recommendation of our brand. Your consistent scores across every category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, sustainability, sustainable food initiatives, plastic reduction, and concierge service – are truly impressive. Your consistent high scores across every aspect of your stay reflect a well-rounded and satisfying experience, and we are grateful for your trust in us. Celebrating Your Words Your review – "Comfortable to stay" and "All is well and good" – brings great joy to our team. Knowing that you found your stay comfortable and that everything was well and good is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your feedback with us. We sincerely appreciate your kind words. We are delighted to receive your perfect overall rating and your recommendation of our brand. Your excellent scores are truly impressive: for our team for arrival, accommodation, cleanliness, check-out, sustainability and WiFi Celebrating Your Words Your review – "Nice. Love the room very comfortable and it look really nice" – brings great joy to our entire team. We are especially pleased that you found your room comfortable and nice. A Special Thank You for Recognizing Our Team We are deeply touched by your response "All of them" when asked which team member contributed to your satisfaction. This is the highest compliment our entire team could receive. We will share your appreciation with everyone. Regarding Your Feedback We have noted your rating for WiFi, with your comment about "The speed of connection." Your feedback has been shared with our Technical team for review and improvement. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre once again for your recent family stay and for taking the time to share such a beautiful and touching review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are absolutely delighted to receive your perfect rating across every single category – from booking and arrival to accommodation, cleanliness, our team, check-out, WiFi, and sustainability. Your perfect recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review title – "Home" – and your beautiful words bring immense joy to our entire team: "I am surprised that the front desk staff remembered our last stay 3 months ago and left a welcome note when we checked into our room." "Another surprise is we were allocated to the same room which we liked it from our earlier visit." "Such kind gestures are appreciated and made our stay felt like home." Knowing that our team remembered your previous stay and that these small gestures made you feel at home is the greatest reward we could ever receive. True hospitality is about creating a sense of belonging, and we are deeply touched that we achieved this for you and your family. Our Gratitude It was our genuine pleasure to host you and your family once again. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre – your home away from home. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Gold member and a family traveling with a toddler, you deserved a seamless and comfortable stay. We failed you in several areas, and for that, I am truly sorry. Addressing Your Concerns Point by Point 1. Breakfast – 40-Minute Wait for Baby Chair (Breakfast Selection) You noted that you had to wait 40 minutes before an available baby chair was provided for your toddler. This is completely unacceptable, especially for a family with young children. We sincerely apologize for this frustrating experience. Your feedback has been escalated to our Food & Beverage Manager for immediate review of our baby chair availability and breakfast seating management during peak hours. We will ensure that sufficient baby chairs are available and that families with young children are prioritized. You also mentioned "Long wait at the live cooking section, limited variety." Your feedback has been shared with our Executive Chef for review and improvement of our breakfast variety and live cooking station efficiency. 2. Housekeeping Not Done by 2:30 PM You noted that housekeeping had not been done when you returned to your room at 2:30 PM. We sincerely apologize for this lapse. Your feedback has been shared with our Executive Housekeeper to review housekeeping scheduling and ensure rooms are serviced promptly during daytime hours. 3. Room Upgrade – Gold Member Privileges (Your Feedback: "Even as an Accor gold member, no privileges or room upgrade was being offered") We sincerely apologize that you did not receive a room upgrade or feel recognized as a Gold member during your stay. Please allow us to explain. Room upgrades for ALL members are subject to availability at the time of check-in. Unfortunately, during your stay – which fell on a weekend with high occupancy – we had no available rooms to offer an upgrade. We understand how disappointing this must have been, and we sincerely regret that we could not provide this benefit on this occasion. We want to assure you that this was not a lack of recognition of your Gold status, but simply a limitation of availability during a peak period. We have shared your feedback with our Front Office team to ensure that in such situations, the reason for not being able to offer an upgrade is clearly and warmly communicated to our members so they understand the circumstances and still feel valued. 4. Loyalty Programme Recommendation We are deeply sorry that your experience has led to such a low recommendation of the loyalty programme. As a Gold member, you should feel valued and recognized, and we regret that we fell short. We are committed to improving our member recognition and communication, especially during peak periods. Celebrating the Positives We are pleased that your arrival, accommodation, cleanliness, our team, check-out, and WiFi all earned scores. We appreciate your recognition of these aspects of your stay. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Food & Beverage Manager: Baby chair availability, breakfast seating, live cooking station efficiency Executive Chef: Breakfast variety Executive Housekeeper: Housekeeping scheduling Front Office Manager: Member recognition communication, upgrade explanation during high occupancy Our Apology We are deeply sorry that your stay was disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future – perhaps on a weekday with lower occupancy – so we may provide you with the full Gold member experience you deserve, including a room upgrade when available. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are pleased to receive your overall rating and your recommendation of our brand. Your scores for arrival, accommodation, cleanliness, check-out, WiFi, and sustainability are appreciated. Celebrating Your Words Your review – "A good hotel" and "Good" – is appreciated. We are pleased that you found our hotel good overall. Regarding Your Feedback We have carefully noted your comments: Location: You mentioned that the location is "a bit inconvenient" but noted that "with new developments coming up, that may change." We appreciate your understanding and hope that future developments will make our location even more convenient for our guests. Our Team: Your feedback has been shared with our department heads for coaching and improvement. Member Recognition: You noted that your level of recognition as an ALL member was below your expectations. We sincerely apologize for this. As a Classic member, you should feel valued and recognized. Your feedback has been shared with our Front Office team for immediate review and reinforcement of our member recognition protocols. Pool: We are deeply concerned by this score. Your feedback has been shared with our Recreation team for immediate review and improvement of the pool experience. Plastic Reduction and Treatment Experience: Your feedback has been shared with the respective teams – Green Team and Spa – for continuous improvement. Loyalty Programme Recommendation: We note that your recommendation is lower than your brand recommendation. We would welcome any specific feedback on how the ALL programme could better serve you as a Classic member. Our Commitment to You Your feedback is invaluable in helping us improve our member recognition, pool experience, and team service. We are committed to making the necessary improvements. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent business trip and for taking the time to share your feedback with us. As a valued ALL – Accor Live Limitless Platinum member, your insights are greatly appreciated. We are delighted to receive your strong overall rating and your recommendations for both our brand and the loyalty programme. Your excellent scores are truly appreciated: for booking, accommodation, check-out, arrival, cleanliness, sustainability, our team, WiFi Celebrating Your Words Your review – "Comfy stay" and "Nice property room are clean" – brings great joy to our team. We are pleased that you found your stay comfortable and your room clean. Regarding Your Feedback We have carefully noted your comments: WiFi: You mentioned "The ease of access" and "The speed of connection." Your feedback has been shared with our Technical team for immediate review and improvement. Our Team: Your feedback has been shared with our department heads for coaching and improvement. Our Commitment to You Your feedback is invaluable in helping us improve our WiFi connectivity and team service. We are committed to making the necessary improvements. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre on your future business trips and provide you with an even more satisfying experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Platinum member, you deserved a seamless, welcoming, and well-staffed experience. We failed you on multiple fronts, and for that, I am truly sorry. Addressing Your Concerns Point by Point 1. No Pre-Communication Before Check-In You noted that there was no pre-communication before check-in and that we do not have WhatsApp or a customer experience channel. We sincerely apologize for this. Your feedback has been shared with our Front Office and Guest Relations teams to review and improve our pre-arrival communication and guest experience channels. 2. Breakfast Service – Understaffed, Slow Response, No Refills You described the breakfast service as "bad, understaffed" and noted that your request for new utensils had a late response (and the fork was not changed), and that food and beverage was not refilled on time. You called it "one of the worse experience I had in 5 star." This is completely unacceptable. Your feedback has been escalated immediately to our Executive Chef and Food & Beverage Manager for urgent review and action: Staffing levels during breakfast service Utensil replacement protocols and response times Food and beverage replenishment timing We are deeply sorry that this marred your breakfast experience. 3. Our Team Your feedback has been shared with our department heads for immediate coaching and retraining. 4. WiFi – Ease of Access & Speed We sincerely apologize for the WiFi issues. Your feedback has been shared with our Technical team as an urgent priority for review and improvement. 5. Sustainability Your feedback has been shared with our Green Team for review. 6. Your Consideration of Other Hotels You mentioned that for your next Batam trip, you might consider other hotels like Marriott or Aston. We understand your decision, and we are truly sorry that we did not meet your expectations as a Platinum member. We hope you will consider giving us another opportunity in the future to demonstrate the high standards you deserve. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office & Guest Relations: Pre-arrival communication, customer experience channels Executive Chef & F&B Manager: Breakfast staffing, utensil replacement, replenishment Department Heads: Team service Technical Team: WiFi access and speed Green Team: Sustainability Our Apology We are deeply sorry that your stay was so disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the seamless and well-staffed experience you deserve as a Platinum member. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your feedback with us. We sincerely appreciate your honest review. We are delighted to receive your overall rating and your recommendation of our brand. Your score for check-out is appreciated, along with your scores for accommodation, cleanliness, breakfast, our team, and sustainability. Celebrating Your Words Your review – "Great value for the price. The stay was decent and the staff are helpful but nothing out of the ordinary. But for the price it is truly worth it" – is appreciated. We are pleased that you found our hotel to be great value for the price and our staff helpful. Regarding Your Feedback – Room Readiness (Arrival & Check-In) We have carefully noted your comment: "For the rooms to be ready at check in timing." We sincerely apologize that your room was not ready upon check-in. This is not the seamless arrival experience we strive to provide. Your feedback has been shared with our Front Office and Housekeeping teams to improve coordination and ensure rooms are ready for guests at check-in time. Our Commitment to You Your feedback is invaluable in helping us improve our room readiness and guest experience. We are committed to making the necessary improvements. We hope to have the opportunity to welcome you and your family back to Grand Mercure Batam Centre in the future and provide you with a more seamless and satisfying experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share such a detailed and constructive review with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are pleased that you enjoyed many aspects of your stay, and we take your feedback for improvement very seriously. Celebrating Your Positives We are delighted to read your kind words: "Supervisor at the desk was helpful." "Breakfast was delicious with lots of variety – especially for the sweet tooth people." "Rooms are clean and nice. Bed comfortable." "Cleaners are excellent." "Pool staff were brilliant and always cheery and polite." "Pool is glorious, especially the floating sunbeds." "The pool bar staff were outstanding, especially Risky." "The pool food was really good." "Spotless. The cleaner was amazing." We are especially grateful for your special mention of Risky at the pool bar – we will personally share your appreciation with him. Addressing Your Concerns Point by Point 1. Desk Staff – Limited English & Not Welcoming We sincerely apologize that our front desk team was not welcoming and had limited English. This is not the standard we strive for. Your feedback has been shared with our Front Office Manager for immediate English communication training and hospitality retraining. 2. Booking Rate Increase After Confirmation You noted that after reserving and booking a room for a 3-night stay, you received an email the next day saying the rate had increased due to occupancy. This is completely unacceptable. Your feedback has been escalated to our Reservations and Revenue Management teams for immediate review. We sincerely apologize for this experience. 3. Breakfast – Cold Food, Empty Dishes by 9am, Not Refilled, Bread Not Fresh, Long Waits (Breakfast but with improvement notes) We appreciate your detailed feedback. Your comments about cold food, empty dishes by 9am, bread not being fresh, and long waits for freshly cooked food have been shared with our Executive Chef and Food & Beverage team for immediate review and improvement of replenishment, food temperature, and bread quality. 4. Gym – Not Catering to Females, 27°C Too Hot We apologize that the gym was too hot and not fully catering to female guests. Your feedback has been shared with our Recreation team to review gym temperature control and equipment suitability. 5. Bigger Bath Towels Your suggestion for bigger bath towels has been shared with our Housekeeping team for consideration. 6. WiFi – Constantly Dropping Out We sincerely apologize for the WiFi instability. Your feedback has been shared with our Technical team for immediate review and improvement. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office: English communication, hospitality retraining Reservations & Revenue: Rate increase issue Executive Chef & F&B: Breakfast replenishment, temperature, bread quality Recreation: Gym temperature and equipment Housekeeping: Bath towel size, linen quality Technical Team: WiFi stability Our Apology We are deeply sorry that your stay was not as seamless as it should have been. We are committed to learning from your feedback and making the necessary improvements. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such a detailed and wonderful review with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your strong overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for booking, arrival, accommodation, breakfast, check-out, WiFi, and sustainability for cleanliness and our team Celebrating Your Words Your review title – "The Perfect Base for a Batam Getaway" – and your beautiful description bring immense joy to our entire team: "Excellent choice for both leisure and business travelers." "The rooms are modern, ensuring a comfortable stay." "Guests can enjoy good amenities—including a great pool and fitness center—alongside good dining options that serve local cuisine." "Location is a major highlight: nearby to the ferry terminal... and just a short walk to shopping mall." "Highly recommended for a hassle-free and refreshing getaway in Batam." Regarding Your Feedback – Pillow Stain (Cleanliness) We have carefully noted your comment: "Pillow has some stain." We sincerely apologize for this oversight. Your feedback has been shared with our Housekeeping team to reinforce our linen quality checks and ensure that all pillows are spotless for every guest. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your perfect endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your wonderful feedback with us. As a valued ALL – Accor Live Limitless Silver member, your insights are greatly appreciated. We are delighted to receive your strong overall rating and your recommendation of our brand. Your excellent scores are truly impressive: for breakfast selection and our team for booking, arrival, accommodation, cleanliness, check-out, and sustainability for loyalty programme recommendation Celebrating Your Words Your review – "Well located and wonderful stay. The stay had been filled with wonderful service staff who made us feel welcomed during the stay. The central location with proximity to ONE batam mall made finding food and activities to do easy" – brings great joy to our entire team. Knowing that our staff made you feel welcomed and that our location was convenient for you is truly rewarding. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are delighted to receive your strong overall rating and your perfect recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for check-out, WiFi, sustainability, for arrival, accommodation, cleanliness, our team, booking experience, breakfast selection Celebrating Your Words Your review – "Well located and comfortable stay. New and clean room. Huge comfortable bed. Water pressure and drainage in the bathroom/sink is good. Staff are friendly and polite and helpful" – brings great joy to our team. We are pleased that you found your stay comfortable, our room clean, and our staff friendly and helpful. Regarding Your Feedback We have carefully noted your comments: Booking Experience: You mentioned that you had two separate booking numbers but only one was visible on the app, causing concern that the second booking was not valid. We apologize for this concern. Your feedback has been shared with our Reservations team for review of app visibility and booking confirmation processes. Breakfast Selection: You noted that breakfast is "average." Your feedback has been shared with our Culinary team for continuous improvement. No Hair Conditioner (Cleanliness): You mentioned that no hair conditioner was provided in the bathroom. We appreciate your suggestion and have shared it with our Housekeeping team for consideration. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a group of three families with young children, you deserved a warm and accommodating experience, and we regret that we fell short of your expectations. Addressing Your Concerns Point by Point 1. Connecting Rooms Request (Arrival & Check-In) You mentioned that you requested connecting rooms upon booking through Agoda and also sent a separate email to the hotel. While we understand that connecting rooms are subject to availability, we sincerely apologize that we were unable to fulfill your request. We also acknowledge your point that, as a 5-star hotel, we should have more connecting rooms and prioritize such requests for families with young children. Your feedback has been shared with our Front Office and Reservations teams for review. We will evaluate our connecting room inventory and communication protocols to ensure that such requests are handled with greater care and proactive communication. 2. Check-Out Call We are truly sorry that we called you at 12:10 PM to remind you about check-out time. We understand that you had already sent down your luggage and were simply ensuring you had not left anything behind. We acknowledge that calling a guest to remind them of check-out time is not the warm, gracious experience we strive to provide, and we regret that this made you feel rushed. Your feedback has been shared with our Front Office team for immediate review of our check-out communication protocols. We will ensure that guests are given appropriate time and not called unnecessarily. 3. Team Service Your feedback on communication and room management has been shared with our department heads for immediate coaching and improvement. Celebrating the Positives We are pleased that your accommodation and cleanliness earned excellent 90/100 scores. We appreciate your recognition of these aspects of your stay. Our Commitment to You Your feedback is invaluable in helping us improve our guest communication and room allocation processes. We are committed to making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you and your family with the warm and accommodating experience you deserve. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a wonderful review with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are delighted to receive your strong overall rating and your recommendations for both our brand and the loyalty programme. Your excellent scores are truly impressive: for cleanliness and sustainability for booking, arrival, accommodation, check-out, WiFi, and member recognition for breakfast, our team, sustainable food initiatives, gym, and pool Celebrating Your Words Your review title – "Rejuvenating Stay" – and your beautiful words bring immense joy to our entire team: "It was an amazingly relaxing stay with Grand Mercure Batam." "From the welcome gift and anniversary decorations to the service and food, everything were so great." "I would totally recommend to those who wants a relaxed stay." We are especially touched that you chose to celebrate your anniversary with us, and that our welcome gift and anniversary decorations contributed to your relaxing stay. This is exactly what we strive for. Regarding Your Feedback We have noted your ratings for breakfast, our team, sustainable food initiatives, gym, and pool. Your feedback has been shared with the respective teams – Culinary, Front Office, Green Team, and Recreation – for continuous improvement. Our Gratitude It was our genuine pleasure to host you and your partner for such a special occasion. We are honored by your trust and your positive endorsement. We look forward to welcoming you both back to Grand Mercure Batam Centre in the future – perhaps for another anniversary celebration! With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such a detailed review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are pleased that you enjoyed your room upgrade, anniversary decor, and late checkout, and we are grateful for your honest feedback. Celebrating Your Positive Experience We are delighted that you found your room spacious, the view from the 16th floor nice, the bed comfortable, and the air conditioning working well. Your 90/100 scores for arrival, check-in, our team, and check-out are greatly appreciated. We are also pleased that your room upgrade and late checkout were honoured. Addressing Your Concerns Point by Point 1. Soundproofing – Traffic Noise (Accommodation) We sincerely apologize that the double glass window panel did not effectively soundproof the road noise. As a hotel surrounded by main roads, we understand this can be challenging for light sleepers. Your feedback has been shared with our Engineering team to review soundproofing options. For future stays, we recommend requesting a room on a higher floor or away from the main road. 2. Smoke Detector Blinking LED Light You mentioned that the blinking LED light on the smoke detector was irritating when all lights were turned off for sleep, forcing you to sleep with some lights on. We understand how this can be disruptive. Your feedback has been shared with our Engineering team to explore options for adjusting or dimming the LED light without compromising safety. 3. Breakfast – Food Run Out by 9am, Slow Replenishment (Breakfast Selection) We apologize that most of the food ran out by 9am and that replenishment was slower than expected on both days. Your feedback has been shared with our Executive Chef and Food & Beverage team for immediate review of replenishment protocols during peak hours. 4. Cleanliness – Empty Toy Box Packaging Under Wardrobe (Cleanliness) We apologize that empty toy box packaging was found under the wardrobe. This is unacceptable. Your feedback has been shared with our Housekeeping team for immediate review and retraining. 5. Shower – Inconsistent Water Temperature We apologize for the inconsistent water temperature. Your feedback has been shared with our Engineering team to inspect and resolve the issue. 6. WiFi – Ease of Access (WiFi) You suggested allowing members to connect via the app instead of logging in again. We appreciate this suggestion and have shared it with our Technical team for review. 7. Welcome Drink & Welcome Amenity You noted that you did not have the opportunity to enjoy a welcome drink and that the welcome amenity fell below your expectations. We sincerely apologize for these oversights. As a Gold member, you should have received both. Your feedback has been shared with our Front Office team for immediate review. Our Commitment to You Your feedback is invaluable in helping us improve our soundproofing, breakfast replenishment, room cleanliness, and member recognition. We are committed to making the necessary improvements. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre