Dear Eunmi K., Thank you for awarding your stay a fantastic 100/100 and for sharing such lovely memories of your time with us! 😊 We are delighted that our central location, facilities and overall cleanliness contributed to such an enjoyable visit. It is equally wonderful to know that you felt your stay offered good value and that you had the opportunity to enjoy our swimming pool and other facilities. And what a lovely bonus to be assigned a room overlooking Marina Bay! ✨ We absolutely loved hearing that waking up to the view became “a great source of happiness” during your trip. Sometimes it is those little unexpected moments that become some of the best travel memories! Most importantly, thank you for your wonderful compliments about our Heartists. Receiving a perfect 100/100 for our team, as well as perfect scores for our Concierge and Executive Lounge, makes us incredibly proud. We are thrilled that their kindness and hospitality helped make your Singapore experience even more memorable. Perhaps the greatest compliment of all is hearing that if you return to Singapore, you will definitely stay with us again! That certainly puts a big smile on our faces. 😊 Thank you once again for your perfect 10/10 recommendation. We hope Singapore calls you back very soon, and when it does, all of us at Pullman Singapore Hill Street will be delighted to welcome you home for another wonderful stay—hopefully with another beautiful Marina Bay view waiting for you! ✨ Cheers, Mazen Abilmona General Manager

Dear Jaeseok P., Thank you for taking the time to provide such detailed and candid feedback following your recent stay. As an ALL Platinum member, we greatly value your loyalty, and we are particularly disappointed to learn that this experience left you with no desire to return. While we are pleased that you appreciated our convenient location, immaculate cleanliness, and the warm service received during check-in and check-out, these positives were unfortunately overshadowed by your experience at our rooftop bar. We are sincerely sorry to learn that the interaction with one of our colleagues made you feel poorly treated and unwelcome. Regardless of a guest’s language proficiency, nationality, or whether they are redeeming a welcome drink entitlement, every guest should be treated with the same warmth, patience and respect. Your 10/100 rating for the bar is deeply concerning, and your comments will be addressed with our Food & Beverage leadership team for review. We are, however, glad that the assistance from our Korean-speaking Heartist provided some reassurance during your stay. We are equally concerned by your very low rating for ALL member recognition. As a Platinum member, we understand that recognition and the clear communication of your applicable benefits form an important part of your experience. We regret that you had to enquire about late check-out rather than feeling that your membership benefits were proactively explained, and we are especially sorry to learn that you did not receive a welcome amenity. Regarding your room allocation, we understand why the upgrade did not feel meaningful from your perspective. While complimentary room upgrades are subject to availability, an allocation to a higher floor may understandably not feel like a significant enhancement to the overall experience. More importantly, our team should communicate clearly the room was upgraded to our Executive room, so that expectations are appropriately managed. We have also taken note of your comments regarding breakfast. Although we appreciate your understanding that the waiting time was under ten minutes, breakfast should still be an enjoyable and seamless start to the day, and we regret that the variety did not meet your expectations. Your 40/100 breakfast rating will be shared with our Culinary and Food & Beverage teams for further review. Likewise, your feedback and 30/100 rating for our Fitness Centre indicate another area where the experience fell considerably short. Thank you for recognising the impeccable condition and cleanliness of your room, for which we are grateful. Nevertheless, we fully recognise that a hotel stay is defined by much more than its physical product. The service experience, sense of welcome, and recognition of our loyal members are equally important, and regrettably, we did not deliver these consistently during your visit. We are truly sorry that your first-hand experience has resulted in your decision not to return. While we respect your sentiment, we hope that the concerns you have raised will allow us to reflect, address the shortcomings with the respective teams, and ensure that future guests receive the gracious and consistent hospitality expected of Pullman Singapore Hill Street. Yours sincerely, Farah Dinah Guest Experience & Quality Manager

Dear Sunghyuk I., Thank you for taking the time to share such detailed feedback following your recent stay with us. While we are pleased that you appreciated our convenient location, peaceful environment, cleanliness, and the friendliness of our Heartists, we are sorry that several aspects of your experience fell short, as reflected in your 60/100 overall rating. We appreciate your comments regarding the guestroom location and understand that rooms positioned further along the corridor can involve a longer walk to the elevators. While we are glad that your pool-facing room provided an enjoyable view, we recognise that the distance was less convenient. We are also sorry for the disappointment regarding the in-room minibar. As part of our sustainability approach, bottled water is not provided in our guestrooms; instead, rooms are equipped with a filtered drinking water tap. Nevertheless, we understand that you expected a wider selection of refreshments and appreciate your feedback regarding the minibar experience. More concerning is your comment regarding the charges incurred at our Level 3 pool. We sincerely regret if the pricing or ordering information was not clearly explained, resulting in a higher bill than you anticipated at check-out. Transparency is important, and our Heartists should ensure that guests have a clear understanding of their orders and applicable charges. Your feedback will be shared with our Food & Beverage leadership team for review. We equally understand your disappointment upon returning to the hotel and finding that food service at our rooftop venue had already concluded. After a full day outside, being unable to obtain a meal at the time you needed one can certainly be frustrating. Your suggestions regarding extended food service, room service availability, and operating hours across our pool and rooftop facilities are appreciated and will be shared with the relevant teams for consideration. Thank you once again for highlighting both the positives and the areas where we could have served you better. While we are grateful that our location, cleanliness, and many of our Heartists left a positive impression, we recognise that the overall experience was not consistent enough to earn your recommendation. We sincerely hope to have another opportunity to welcome you back and provide a more seamless and satisfying stay. Warm regards, Mazen Abilmona General Manager

Dear Soohan P., Thank you for taking the time to share your detailed and candid feedback following your recent stay with us. We are pleased to know that you appreciated our convenient location and, in particular, the excellent condition and cleanliness of your guestroom. Your perfect scores for cleanliness and departure are greatly appreciated. At the same time, we are sorry that your overall experience fell short of expectations, particularly our breakfast offering. Your 30/100 rating is concerning to us, and we fully acknowledge your feedback that there were insufficient options suited to Korean guests. Breakfast should offer enough variety for our international guests to begin their day with an enjoyable and satisfying meal, and we regret that you felt limited largely to fruit and bread. Your comparison with other hotels is also valuable, and your comments will be shared with our Culinary and Food & Beverage leadership teams as we review the diversity and balance of our breakfast selection. We also appreciate your feedback regarding our Fitness Centre. We understand that guests who regularly exercise may expect a broader range of equipment, and we are sorry that our current offering did not meet your needs. Regarding our in-room filtered drinking water system, this forms part of our sustainability efforts to reduce reliance on single-use plastic bottles. However, we understand your preference for chilled drinking water and appreciate your suggestion regarding the water temperature. More importantly, we have taken note of your comment that interactions with our Heartists felt neither particularly friendly nor unfriendly. While we are glad you did not encounter discourteous service, we aspire to provide much more than a neutral interaction. Genuine warmth, attentiveness, and a sense of welcome should be felt throughout the guest journey, and we recognise that we did not leave that impression during your stay. Thank you once again for your constructive feedback and for still extending an 8/10 recommendation despite these concerns. We hope to have another opportunity to welcome you to Pullman Singapore Hill Street and provide an experience with greater breakfast variety, warmer hospitality, and an overall stay more deserving of your expectations. Warm regards, Farah Dinah Guest Experience & Quality Manager

Dear Songjook P., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to know that you appreciated our convenient location and found our Heartists to be friendly throughout your stay. It is always encouraging to hear that our team's hospitality contributed positively to our guests' experience. At the same time, we appreciate your honest and constructive feedback regarding several aspects of your stay. We understand that our swimming pool and Power Fitness felt smaller than you had expected, and we regret that these facilities did not fully meet your expectations. We also note your ratings for your accommodation, breakfast, Wi-Fi, bar, Concierge service, and overall hotel experience, and we value these insights as they help us identify areas where we can continue to improve. Your feedback is important to us and will be shared with the relevant teams as we continually review our facilities and services to enhance the overall guest experience. Thank you once again for your valuable comments and for choosing Pullman Singapore Hill Street. We hope to have the opportunity to welcome you back in the future and provide you with an even more enjoyable stay. Warm regards, Mazen Abilmona General Manager

Dear Jaeun C., Thank you for taking the time to share your wonderful feedback following your recent stay with us and for your continued loyalty as a valued ALL Platinum member. We are absolutely delighted to receive your perfect 100/100 overall rating and to know that you appreciated our convenient central location and, most importantly, the warm and friendly hospitality provided by our Heartists. It is especially rewarding to hear that our team took the time to clearly explain the hotel's facilities and services, helping you feel comfortable and well informed throughout your stay. Your perfect ratings for our team's service, arrival and check-in, cleanliness and departure experience are truly appreciated. We are also pleased that you found booking through the app convenient and that our location made it easy for you to explore Singapore. We equally appreciate your candid feedback regarding the accommodation and understand your perspective that the room configuration may be better suited to couples than families, depending on individual space requirements. Thank you once again for your generous recommendation and your perfect 10/10 rating of the ALL loyalty programme. Your continued support means a great deal to us, and we look forward to welcoming you back to Pullman Singapore Hill Street for another enjoyable and memorable stay in the future! Warm regards, Mazen Abilmona General Manager

Dear Chang H. J., Thank you for taking the time to share such wonderful feedback following your recent stay with us and for your continued support as a valued ALL Gold member. We are absolutely delighted to receive your perfect 100/100 rating and, most importantly, to know that we had the opportunity to make your special occasion even more memorable. It is wonderful to hear that you enjoyed the room arranged for you on a high floor, together with the beautiful view, and that our team was able to accommodate your needs and preferences. We are especially grateful for your kind recognition of our Reservations and Front Office Heartists. Knowing that their attentive service contributed positively to your experience is truly rewarding, and we will be delighted to share your compliments with the team. We are also thrilled that your ALL member benefits enhanced your stay, with your welcome drink and welcome amenity exceeding your expectations and your room upgrade meeting them. Your perfect ratings for our dining experiences, in-room dining, swimming pool, cleanliness, and sustainability initiatives are equally appreciated. Thank you once again for choosing Pullman Singapore Hill Street for your special day and for your generous 10/10 recommendation. It was truly our pleasure to be part of your celebration, and we look forward to welcoming you back for many more wonderful and memorable occasions in the future! Cheers, Mazen Abilmona General Manager

Dear Suhae L., Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are truly delighted to receive your perfect overall rating and to know that you found our hotel comfortable, clean, and welcoming. It is especially rewarding to hear that our team's hospitality helped make your stay such an enjoyable one. We are honoured that you chose to celebrate your birthday with us, and we are thrilled to know that our small celebration touched your heart. Being part of such a special occasion is a privilege, and we are delighted that we could help make your birthday even more memorable. A special thank you for recognising our Front Office Heartists. We are pleased to hear that their kindness left such a positive impression, and we will be sure to share your compliments with the team. We are also grateful for your kind comments regarding the cleanliness and organisation of the hotel. It is wonderful to know that our Housekeeping team maintained your room to such a high standard throughout your stay. Thank you once again for your generous recommendation and thoughtful feedback. It was a pleasure celebrating your birthday with you, and we look forward to welcoming you back to Pullman Singapore Hill Street for many more memorable stays in the future. Cheers, Mazen Abilmona General Manager

Dear Nami K., Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to receive your perfect overall rating and to know that you enjoyed our convenient location, comfortable accommodation, and welcoming service. It is especially rewarding to hear that you found your room clean and well maintained, contributing to a pleasant stay. A special thank you for recognizing our superstar - Zaikhan. We are thrilled to hear that his warm and friendly assistance upon your late arrival at 1:00 AM left such a positive impression. We will be delighted to share your kind compliments with him, and we know he will be proud to know that his hospitality helped make your stay memorable. At the same time, we appreciate your constructive feedback regarding the sound of water flowing through the bathroom pipes and the slight sewer smell you experienced. Please accept our sincere apologies for this inconvenience. Your comments have been shared with our Engineering team for investigation, as we are committed to maintaining the highest standards of comfort for our guests. We are also pleased to know that you enjoyed our swimming pool and that your arrival, accommodation, and departure experiences all met your expectations. Thank you once again for your generous recommendation and valuable feedback. It was a pleasure welcoming you to Pullman Singapore Hill Street, and we look forward to welcoming you back for another memorable stay in the future. Cheers, Mazen Abilmona General Manager

Dear Giltae K., Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are truly delighted to receive your perfect overall rating and to know that you had such an enjoyable experience with us. It is especially rewarding to hear that you appreciated our central location, allowing you to easily explore many of Singapore's iconic attractions on foot. We are also pleased that you found our hotel well maintained and our team warm, friendly, and attentive throughout your stay. Your kind words about our Heartists mean a great deal to us and will be shared with the entire team. We are especially grateful for your recognition of our Housekeeping team. Knowing that your room was spotless upon arrival and that your personal belongings were thoughtfully and carefully arranged after servicing reflects the attention to detail we strive to deliver every day. Your compliments will certainly be shared with the team. Thank you as well for recognizing our Concierge team. We are delighted that our team members at the hotel entrance were able to assist with your luggage upon your early arrival and help make your experience comfortable from the very beginning. Your comment that you plan to stay with us again on your next visit to Singapore is one of the greatest compliments we could receive. Thank you once again for your generous recommendation and kind support. We look forward to welcoming you back to Pullman Singapore Hill Street for another memorable stay in the future. Cheers, Mazen Abilmona General Manager

Dear Seunghoon K., Thank you for taking the time to share your feedback following your recent stay with us. While we are pleased to know that you appreciated our location and enjoyed the rooftop pool, we are sorry to learn that several aspects of your stay did not meet your expectations. As a valued ALL Platinum member, we sincerely regret that you were disappointed with the recognition and benefits received during your stay. We understand your concerns regarding the room upgrade experience and apologise if the communication surrounding upgrade options was not clear. While complimentary upgrades (to the next room category) remain subject to availability and room category allocation upon arrival, we regret that your experience left you feeling that your loyalty was not sufficiently recognised. We are also sorry to learn that the welcome amenity, breakfast experience, and Executive Lounge offerings fell below your expectations. Your comments regarding the breakfast variety and overall dining experience have been shared with our Culinary team for review as we continuously seek to improve our offerings. Additionally, we appreciate your feedback regarding the Wi-Fi connectivity and room experience. Your observations are valuable and will assist us in identifying opportunities to enhance the comfort and overall experience of our guests. Thank you once again for your candid feedback. We greatly value your loyalty as an ALL Platinum member and sincerely regret that we did not deliver the elevated experience you anticipated. We hope to have the opportunity to welcome you back in the future and provide a stay that better reflects the standards and recognition you rightfully expect. Kind regards, Farah Dinah Guest Experience & Quality Manager

Dear Yoonjin J., Thank you very much for your perfect rating and for taking the time to share your wonderful feedback following your recent stay with us. As a valued ALL Gold member, we are truly delighted to know that you had such an enjoyable experience and that you would choose to stay with us again on your next visit to Singapore. There is no greater compliment than knowing our guests leave looking forward to their return. We are pleased to hear that you enjoyed our convenient location, which made it easy to get around the city, and that you found your room clean, comfortable, and well maintained throughout your stay. Your kind comments regarding our Heartists mean a great deal to us. Knowing that you found our team friendly and welcoming is incredibly rewarding and reflects the genuine hospitality we strive to deliver every day. Thank you as well for your recognition of our sustainability efforts and your positive feedback regarding the bar experience. Thank you once again for your generous recommendation and continued support. It was a pleasure having you stay with us, and we sincerely look forward to welcoming you back again for another memorable stay at Pullman Singapore Hill Street. Warm regards, Mazen Abilmona General Manager

Dear Beomsu K., Thank you so much for the 10-star rating! 🌟 We're thrilled to know that you had such a wonderful experience with us. We look forward to welcoming you back for another fantastic stay soon! 😊 If you ever have wild ideas or special requests for your next stay, just drop us a line. We love a good challenge! Thanks again for choosing Pullman Singapore Hill Street. Until next time, keep the good vibes rolling! Cheers, Mazen Abilmona General Manager

Dear Yousun J., Thank you very much for taking the time to share your kind feedback following your recent stay with us. We are delighted to know that you had a comfortable and pleasant experience and that you enjoyed our convenient location, clean accommodations, and the warm hospitality extended by our team. As a valued ALL Platinum member, we are especially pleased to hear that you felt well recognized during your stay and that the welcome drink, welcome amenity, and room upgrade experience met your expectations. Delivering thoughtful recognition to our loyal members is something we continuously strive for, and your feedback is truly appreciated. It is also wonderful to know that you enjoyed the accommodations, Executive Lounge experience, fitness facilities, and overall comfort throughout your visit. Thank you once again for your generous recommendation and continued support. It was truly a pleasure having you stay with us, and we sincerely look forward to welcoming you back again for another memorable stay at Pullman Singapore Hill Street. Cheers, Mazen Abilmona General Manager

Dear Sunhwan K., Thank you so much for the 10-star rating! 🌟 We're thrilled to know that you had such a wonderful experience with us. We look forward to welcoming you back for another fantastic stay soon! 😊 If you ever have wild ideas or special requests for your next stay, just drop us a line. We love a good challenge! Thanks again for choosing Pullman Singapore Hill Street. Until next time, keep the good vibes rolling! Cheers, Mazen Abilmona General Manager

Dear Tai K. K., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to know that you enjoyed our modern facilities, cleanliness standards, and the friendly hospitality extended by our team throughout your visit. We are especially pleased to hear your kind compliments regarding the cleanliness of the room and the efforts of our housekeeping team. Your thoughtful recognition truly means a lot to our Heartists, and we will certainly share your appreciation with them. At the same time, we sincerely apologize for the confusion and inconvenience regarding the swimming pool operating hours. We understand how disappointing it must have been to learn about the earlier closing time, especially after relying on information found online. While the incorrect timing may have originated from third-party blogs, we regret the misunderstanding caused and appreciate you bringing this to our attention. Thank you as well for your valuable feedback regarding the beverage quality at the bar. Your comments have been shared with the relevant team for review as we continuously strive to improve our dining and beverage experiences. We are grateful for your positive comments regarding our pool, gym facilities, and sustainability initiatives, including our efforts to reduce single-use plastics. It was a pleasure having you stay with us, and we sincerely look forward to welcoming you back again for another enjoyable stay at Pullman Singapore Hill Street in the future. Warm regards, Mazen Abilmona General Manager