Dear Valued Guest, Thank you very much for your valuable feedback. First and foremost, we sincerely apologize that your stay as a valued Platinum member did not meet your expectations. We have read your detailed comments with the utmost care and attention. Your insights as a Platinum member are invaluable to us, and we are committed to addressing each point you raised. Regarding Your Feedback on Operations and Service Your observation that the hotel needs training in operations and your comment about staff being friendly but not necessarily professional have been taken very seriously. We are proud of our team's friendliness, but we share your expectation that this must be paired with professional, efficient service. Regarding Breakfast Service We are deeply sorry for the experience you described at the breakfast grill and noodle corners. Your suggestion that we should use prepare number tickets and bring food to guests' tables is excellent. Having guests queue like at a street stall is not the standard we want to set. Your feedback has been shared with our Food & Beverage Manager and Executive Chef for immediate review of our breakfast service流程 (procedures). Regarding the Platinum Lounge Your comment that the Platinum Lounge is also serious is deeply concerning. As a Platinum member, you should experience a lounge that reflects your elite status. This feedback has been escalated to our Lounge Manager for immediate review and improvement. Regarding WiFi We sincerely apologize that the WiFi only provided free basic service and did not meet your expectations. Your rating of 20/100 is clear feedback that we must improve our connectivity options. Celebrating the Positives We are grateful that your arrival, check-in, check-out, and our team's friendliness all earned high marks. Your 100/100 scores for these areas show that we have a foundation of warmth to build upon. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Food & Beverage Team: Breakfast service流程 (procedures) and lounge operations Executive Chef: Grill and noodle corner service improvement Engineering/IT: WiFi connectivity review Training Department: Enhanced professional service training We understand that your recommendation score of 5/10 reflects your disappointment, and we are determined to earn back your trust. We sincerely hope you will consider giving us another opportunity in the future to demonstrate the professional, seamless, and welcoming experience that a Platinum member deserves. We look forward to seeing you again. With our deepest apologies and commitment to improvement, Grand Mercure Batam Centre

Dear Valued Guest, 감사합니다. We are truly grateful for your thoughtful review and for taking the time to share your experience following your recent family stay at Grand Mercure Batam Centre. As a valued ALL – Accor Live Limitless Platinum member, your feedback is of the utmost importance to us, and we sincerely appreciate your kind words. We are delighted to read your description of our hotel: "위치가 좋고 깨끗함" (Good location and clean). Knowing that you found our property clean and well-maintained, and our staff friendly, brings us great joy. Your comment about our convenient proximity to the ferry terminal – "페리터미널에서 가까워서 이동하기 좋았습니다" (It was easy to get around as it is close to the ferry terminal) – is especially valuable, as we strive to provide a seamless travel experience for all our guests. We are thrilled that your welcome drink exceeded your expectations and that your overall experience earned a strong 90/100 rating and a 9/10 recommendation. Your loyalty as a Platinum member who booked directly through all.com is deeply appreciated. We have also carefully noted your feedback regarding the room upgrade not being offered, as well as your ratings for cleanliness, breakfast, and team service. Please be assured that these comments have been shared with our Housekeeping, Culinary, and Front Office teams for review and continuous improvement. As a Platinum member, you should feel recognized and valued at every touchpoint, and we regret that this aspect of your experience did not fully meet your expectations. It was our genuine pleasure to host you and your family. We sincerely hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future, where we will strive to provide an even more flawless and memorable stay. 다음에 또 뵙기를 바랍니다. (We look forward to seeing you again.) With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for sharing your valuable feedback. We’re pleased to know that you were satisfied with our facilities and the cleanliness of the hotel. At the same time, we sincerely apologize that our service did not meet your expectations. Please rest assured that your comments have been shared with our team as we continuously improve our training and service standards. We truly appreciate your input and hope to have the opportunity to welcome you back with a much-improved experience at Grand Mercure Batam Centre. Warm regards, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your experience with us. We’re glad to know that you found our facilities clean and appreciated the attentive service from our team. We also take note of your comments regarding the location and nearby mall. Your feedback is valuable for us, and we look forward to welcoming you again for another comfortable stay at Grand Mercure Batam Centre. Warm regards, Grand Mercure Batam Centre

Dear Valued Guest, Thank you so much for your enthusiastic feedback and for rating your stay 100/100. We are delighted to know that you enjoyed our convenient location, clean and comfortable rooms, delicious breakfast, and dining experience at Ambrosia. It is also wonderful to hear that you appreciated the view, our facilities, and the attentive service from our team. Your kind words mean a lot to us, and we are very happy that your 4-night stay left such a positive impression. We look forward to welcoming you back again soon for another memorable experience at Grand Mercure Batam Centre. Warm regards, Grand Mercure Batam Centre