Dear Guest, Thank you for your feedback. We are pleased to hear that you found our hotel well located. We are very sorry to hear about the double charge you experienced. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience and frustration this has caused. Please contact me directly at the hotel with your booking details so I can investigate this immediately and ensure any duplicate charge is refunded without delay. Regarding the fridge, I would like to clarify that Ibis hotel rooms do not include fridges as standard. Room descriptions and amenities are communicated at the time of booking so guests can choose the accommodation that best suits their needs. If a fridge is essential, particularly for storing medication, we would recommend upgrading to an Adagio apartment, which includes a fully equipped kitchen with a fridge. We are sorry for any confusion, and we would be happy to assist you with this option for future stays. We appreciate you bringing these matters to our attention and hope to have the opportunity to restore your confidence in us. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your detailed and thoughtful feedback, and for your perfect 10/10 score. We are delighted to hear that you enjoyed a comfortable stay, found our front desk and restaurant staff very friendly, and appreciated our convenient location with the train station just around the corner and a nearby bus stop with service to and from the airport. We appreciate your helpful observation about the room lighting being quite dark, which made applying makeup a challenge. Your feedback is valuable, and we will take it into consideration as we review our room lighting. We are also sorry to hear about the train disruptions you experienced during your stay, and we understand how frustrating that must have been when heading to shows or events. Thank you for sharing your tips about allowing extra time and the bus alternative, this is very useful information for future guests. We are sorry to hear about the expensive taxi ride you took before discovering the bus option, and we will look at how we can better communicate these transport alternatives to our guests in advance. Thank you again for taking the time to share your experience. We are so pleased that you enjoyed your stay overall and look forward to welcoming you back in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your detailed and balanced feedback. We are pleased to hear that you found our location extremely convenient, right next to the train station, and that you appreciated the discounted breakfast deal, the comfortable bed, the decent space, the quiet area with good views, and the serviceable breakfast bar. It is also great to know that you valued the 24/7 front desk and the accessible lift. We are sorry to hear about the minor issues you encountered the well-worn smell in some areas, the spotty stains on the bathroom floor, the piece of wall attachment that fell off in the hallway, and the milk residue on the electric kettle. This is not the standard we aim to provide, and your feedback has been shared with our housekeeping and maintenance teams for immediate attention. Regarding the safe and refrigerator, I would like to clarify that Ibis hotel rooms do not include these as standard. Room descriptions and amenities are communicated at the time of booking so guests can choose the accommodation that best suits their needs. If a safe or fridge is essential, we would recommend upgrading to an Adagio apartment, which includes a fully equipped kitchen with a fridge. We are sorry for any confusion this may have caused. Thank you again for taking the time to share your experience. We appreciate your recommendation to budget-savvy travellers and hope to have the opportunity to welcome you back for an improved stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and excellent 9/10 score. We are absolutely delighted to hear that you found your double room very comfortable and warm, especially on a miserable day, and that it had just the right appointments. It is wonderful to know that you enjoyed a sound night's sleep thanks to the comfortable bed and excellent toilet and shower facilities, followed by a cracking breakfast. Your kind words about our great staff mean a great deal to our team. We are thrilled that you found our hotel to be of excellent quality and value, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and perfect 10/10 score. We are delighted to hear that you found your room affordable, with good facilities, and appreciated our convenient location close to the train station. It is always our goal to provide great value and convenience for our guests, and we are thrilled that we met your expectations. We truly appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you found our hotel modern, with bright, comfortable, and clean rooms, and that our staff were friendly and helpful. It is wonderful to know that you enjoyed good service and found our accommodation to be of a high standard. Your kind words mean a great deal to our team, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for taking the time to share your feedback and for your 4/10 score. We are pleased to hear that our staff were all very pleasant, but we are truly sorry for the significant difficulties you experienced during your stay. We sincerely apologise that, despite requesting an accessible room, you were placed a long way from the lift. This is clearly not acceptable given your needs, and we understand how frustrating and concerning this must have been, especially travelling with your 87-year-old mother. We also regret the lack of a phone to contact reception, which added to your difficulty, particularly when the fire alarm went off at 7 am and you were unsure whether to evacuate. We can only imagine how worrying that was, and we apologise for the distress caused. Furthermore, we are sorry that the corridors were extremely dark and that the rear portion of the building smelled damp. Your feedback has been escalated to our management and maintenance teams so we can address the accessible room allocation, communication with reception, corridor lighting, and the damp smell. We are grateful for your honesty and hope to have the opportunity to provide a much-improved and safer experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your feedback and your 8/10 score. We are pleased to hear that you found your room comfortable and spacious and that you slept very well. We are sorry, however, that your experience at the restaurant fell short of expectations. We understand your point that it felt more like a snack bar than a restaurant, and we sincerely apologise that the quality of the food, particularly the fish and chips, and the level of service did not meet our usual standards. Your feedback has been shared with our Food & Beverage team for review and improvement. We appreciate you taking the time to share your experience and hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Angus, Thank you for your feedback and your 7/10 score. We are pleased to hear that you found our location good, your room comfortable, and the shower to your liking. We appreciate you taking the time to share your experience and hope to have the pleasure of welcoming you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Madhavi, Thank you for your feedback and your 7/10 score. We are pleased to hear that you found our hotel well located and our staff polite and helpful. We sincerely apologise, however, that the cleanliness did not meet your expectations and that the towels were not clean. We also appreciate your comment regarding the absence of a telephone/intercom in the room, which made communication less convenient. Your feedback has been shared with our housekeeping team to address the cleanliness issues, and we will take your suggestion about the telephone into consideration as we review our room amenities. Thank you again for taking the time to share your experience. We hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Michael, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you had such a hospitable stay and found our reception staff helpful and courteous. It is also wonderful to know that your room was well prepared, clean, and up to date, and that you found it a comfortable pleasure to stay with us. Your kind words mean a great deal to our team, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Chatuan, Thank you for taking the time to share your feedback and for your 7/10 score. We are pleased to hear that you found your room solid and fairly priced, and that the every-other-day cleaning schedule worked well for you. It is also helpful to know that the room size met your expectations based on what was advertised, even if it differed from what you are used to in Canada. We appreciate your honest comment regarding the provided hand soap and body wash. We understand your skepticism about the all-in-one products, and we will share your feedback with our housekeeping and procurement teams as we review our in-room amenities to ensure they meet our guests' expectations for quality and effectiveness. Thank you again for taking the time to share your experience. We hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Andi, Thank you so much for your kind feedback and excellent 9/10 score. We are delighted to hear that you found our staff very welcoming and your room nice and modern. It is especially rewarding to know that you had a great stay and plan to return. We truly appreciate you taking the time to share your experience and look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Vinicius, Thank you for taking the time to share your feedback and for your 5/10 score. We are truly sorry to hear that your room did not meet our usual standards and that you encountered several maintenance issues during your stay. We sincerely apologise that the bed lights were not working, the wallpaper was peeling, there was no small fridge, and the air conditioning kept shutting off. These are clear signs that the room has not been maintained to the level we expect, and we understand how frustrating and inconvenient this must have been for you. Your feedback has been escalated to our maintenance and management teams for immediate review and action. We are committed to addressing these issues and ensuring our rooms are properly maintained for all our guests. We appreciate your honesty and hope to have the opportunity to welcome you back and provide a much-improved experience in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Hon K. T., Thank you for your feedback and your 8/10 score. We are pleased to hear that you found your stay comfortable and appreciated the sufficient sockets and USB connections in your room. We appreciate your honest comments regarding the insufficient lighting in the common areas, including the reception desk and lift lobby. This has been shared with our maintenance team for review, as good lighting is important for both safety and comfort. We also apologise that the coffee and tea replenishment was provided without milk sachets, and we will remind our housekeeping team to ensure all items are complete. Thank you again for taking the time to share your experience. We hope to welcome you back for an even better stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Miriam, Thank you so much for your wonderful feedback and perfect 10/10 score. We are absolutely delighted to hear that you had such a great stay and that we not only met but exceeded your expectations. It is wonderful to know that you enjoyed an even better room than before, a clean bathroom with hot water, and a really comfy bed that gave you the best sleep. We are especially touched that our receptionist remembered you, it is always a pleasure to welcome back returning guests and make them feel at home. Your kind words mean the world to our team, and we look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear David, Thank you so much for your wonderful feedback and perfect 10/10 score. We are truly delighted to hear that our staff, as always, were exceptional. Your kind words mean the world to us, and we will be sure to share your generous praise with the entire team, they are indeed a credit to themselves, and it is wonderful to know their efforts are recognised. We truly appreciate your continued loyalty and look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mary, Thank you so much for your wonderful feedback and perfect 10/10 score. We are delighted to hear that you had a comfortable stay and found our hotel well located, with pleasant staff, and a quiet, clean, and comfortable room. Your kind words mean a great deal to our team. We also appreciate your honest observation regarding the corridors needing an upgrade. Please be assured that this feedback has been noted and will be shared with our management team as we continue to review and improve our facilities. Thank you again for taking the time to share your experience, and we look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager