Dear Tzu W. E. C., We're absolutely thrilled to hear that you had an awesome time at Pullman Singapore Hill Street. Your review has made our day! Our team greatly appreciate reading about your experience, especially the part where you mentioned our superstars were friendly. It's what we live for – making our guests smile! We can't wait to welcome you back for more adventures in Singapore. 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 Jingliang X., Thank you for your wonderful review and for awarding us a perfect score! We are delighted to know that you had such an enjoyable stay at Pullman Singapore Hill Street and that our friendly Heartists, convenient location, and overall service contributed to your positive experience. We are especially pleased to receive your excellent ratings across all aspects of your stay, including our cleanliness, Concierge service, rooftop pool, and sustainability initiatives. Your kind recognition is truly appreciated and will certainly be shared with our team. At the same time, we appreciate your constructive feedback regarding the differences in room views despite similar pricing. We understand your perspective and agree that clearer communication regarding room views and expectations would be beneficial. Your suggestion has been duly noted and will be shared with our relevant teams for further consideration. Thank you once again for your generous compliments and valuable feedback. We look forward to welcoming you back for another memorable stay with us! Warm regards, Mazen Abilmona General Manager

Dear Qinwen X., 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 Songxuan W., Thank you for taking the time to share your wonderful feedback following your recent stay at Pullman Singapore Hill Street. We are delighted to know that you enjoyed our convenient location and the excellent service provided by our Heartists. It is especially encouraging to receive your outstanding ratings for our team's hospitality, cleanliness, and both your arrival and departure experiences. At the same time, we sincerely apologise for the disturbance caused by the noise from the water pipes. We understand how this may have affected your comfort, and your feedback will be shared with our Engineering team for further assessment and improvement. Thank you once again for your kind compliments and valuable feedback. We truly appreciate your support and look forward to welcoming you back for another wonderful stay, hopefully with a quieter and more restful experience. Warm regards, Mazen Abilmona General Manager

Dear Junyuan W., Thank you for taking the time to share your feedback following your recent stay at Pullman Singapore Hill Street. We regret to learn that certain aspects of your experience fell short of your expectations, particularly regarding the comfort of our bedding, the quality of our bathroom amenities, and the dining environment. Please accept our sincere apologies for the condition of the bath towels provided. Frayed and worn towels are certainly not in line with the quality standards we strive to uphold. Your comments have been highlighted to our Housekeeping team for closer inspection and review of our linen standards. We have also taken note of your feedback regarding the toothbrush quality and mattress firmness, as we recognise the importance of providing both comfort and quality throughout your stay. We also regret that the strong cooking aromas in our restaurant affected your dining experience. Your observations will be shared with our Culinary and Engineering teams for further assessment of the ventilation and overall dining environment. We appreciate your suggestion regarding firmer pillow options and understand that individual comfort preferences vary. Our team would be happy to assist with alternative pillow arrangements, subject to availability, during your future visits. Thank you once again for your constructive feedback. We value your comments as they help us identify areas requiring greater attention, and we hope to have another opportunity to welcome you back for a more comfortable and enjoyable stay. Yours sincerely, Mazen Abilmona General Manager

Dear Tsz Y. T., Thank you for taking the time to share your feedback following your recent stay with us. We are sincerely disappointed to learn that your experience fell significantly short of your expectations, particularly regarding the cleanliness and overall condition of your accommodation. Firstly, please accept our sincere apologies for the cleanliness concerns you encountered, especially regarding the condition of the toilet, stained bathrobes and bedsheets. These are fundamental aspects of room preparation that should never be overlooked, and we fully understand how disappointing and uncomfortable it must have been to encounter such shortcomings in a five-star hotel. Your feedback is particularly concerning to us, as cleanliness and hygiene remain among our highest priorities. Please be assured that your comments have been highlighted to our Housekeeping leadership team to reinforce the importance of thorough room inspections, linen quality checks and adherence to our established cleanliness standards. We also regret that the view from your accommodation did not align with the expectations formed from the photographs displayed online. We understand that the visual presentation of our rooms plays an important role in guests' booking decisions, and we are sorry that the actual view left you feeling misled. While views may vary depending on room location, floor level and orientation, we recognise the importance of setting clear and accurate expectations. Your feedback will be shared with our Rooms and relevant teams for review. Regarding the noise from the air-conditioning system, we sincerely apologise for the disturbance caused to your comfort. A peaceful and restful environment is essential to an enjoyable stay, and we regret that this was compromised. Your comments have been brought to the attention of our Engineering team for further investigation and necessary follow-up. We are particularly concerned by your overall impression that our hotel did not reflect the standards expected of a five-star property. We recognise that a premium hotel experience is defined not only by its facilities and design, but also by the consistent delivery of cleanliness, comfort, attention to detail and genuine hospitality. We regret that we did not meet these expectations during your visit. While we appreciate your relatively positive ratings for your arrival and departure experiences, we fully acknowledge that these could not compensate for the shortcomings encountered in your accommodation. Thank you once again for bringing these matters to our attention. Your feedback has been shared with the respective department leaders for review and corrective follow-up, as we remain committed to improving our standards and preventing similar experiences for future guests. Please accept our sincere apologies once again for the disappointment and inconvenience caused. We genuinely hope that you may consider giving us another opportunity in the future to restore your confidence in Pullman Singapore Hill Street and provide you with the comfortable, clean and enjoyable experience you rightfully expect. Warm regards, Farah Dinah Guest Experience & Quality Manager

Dear Xiuxia Q., Thank you for sharing such wonderful feedback following your recent stay with us! We are delighted to have had the pleasure of welcoming you as one of our valued ALL Platinum members, and we sincerely appreciate your continued loyalty and support. It is truly heartwarming to know that your stay was made memorable by the warm hospitality and genuine care extended by our Heartists. We are especially thrilled to receive your perfect ratings across all aspects of your experience, from your arrival and accommodation to our breakfast offerings, Executive Lounge, Concierge services and departure. Your special recognition of Benjamin, our welcoming team at the entrance, and our colleagues at the Executive Lounge and restaurant is particularly meaningful. We believe that thoughtful gestures and genuine connections make all the difference, and your lovely compliments will certainly be shared with our teams, who will be delighted to know that their efforts left such a positive impression. We are also pleased that you enjoyed our convenient location, welcome amenity and Executive Lounge experience. At the same time, we noticed your feedback regarding the room upgrade and would like to gently clarify that an upgrade to our Executive Twin Room was arranged for your stay as part of our recognition of your valued Platinum membership. We sincerely regret if this was not clearly communicated upon your arrival, and we will take this opportunity to remind our team of the importance of highlighting such benefits during check-in to ensure our members feel truly recognised and appreciated. While we understand that you did not have the opportunity to enjoy your welcome drink, we certainly hope you will be able to indulge in this little treat during your next visit! Thank you once again for choosing Pullman Singapore Hill Street and for your generous recommendation. It brings us immense joy to know that our Heartists made you feel so warmly welcomed, and we look forward to creating many more memorable experiences for you, filled with heartfelt hospitality, thoughtful touches and wonderful moments! 😊 Cheers, Mazen Abilmona General Manager

Dear Xin D., Thank you for sharing your wonderful feedback! We are delighted to know that you had such an enjoyable stay with us and that our convenient location made exploring the vibrant city of Singapore even more enjoyable. We are also thrilled that you appreciated our stylish design, well-maintained rooms and rooftop swimming pool with its breathtaking views of the Singapore skyline. There is certainly something special about enjoying a refreshing dip while taking in the beautiful cityscape! More importantly, we are glad that our team was able to assist with your early arrival following a long overnight flight. While your room was not immediately available at 7 am, it is heartening to know that our timely notification allowed you to settle in earlier than expected, enjoy some much-needed rest and recharge before heading out for another afternoon of exploring. Knowing that these little touches helped make your visit more comfortable is truly rewarding, and we will be delighted to share your kind feedback with our Heartists. Thank you once again for choosing Pullman Singapore Hill Street. We look forward to welcoming you back for another memorable stay, filled with exciting discoveries, relaxing poolside moments and perhaps a few more delicious late-night treats around the neighbourhood! 😊 Cheers, Mazen Abilmona General Manager

Dear Weicong S., Thank you for sharing your wonderful feedback! We are absolutely delighted to know that you had such an enjoyable stay with us and sincerely appreciate your perfect overall rating and generous recommendation. It is heartwarming to hear that you appreciated our convenient location, comfortable accommodation and the warm hospitality extended by our Heartists. Your kind recognition of our team's attentiveness, particularly in assisting with your luggage and ensuring you felt well looked after throughout your stay, is truly encouraging and will certainly be shared with them. We are also delighted that our sustainability initiatives made a positive impression on you! It is wonderful to know that you appreciated our efforts to reduce single-use plastics and that our poolside Heartists were happy to assist with a refreshing glass of water. Sometimes, it is the simplest gestures that make a stay all the more memorable, and we are glad these thoughtful touches added to your experience. At the same time, we sincerely apologise for the occasional noise disturbances from the room above, particularly during the early morning hours. We understand how important a peaceful and uninterrupted rest is, and we regret that the sound of furniture and luggage being moved affected your comfort. Your observations are valuable and will be shared with our relevant teams for further review as we continue seeking ways to enhance our guests' overall comfort. On a brighter note, we are thrilled that you enjoyed our rooftop swimming pool, Skybar and fitness facilities, making the most of your time with us in the heart of Singapore! Thank you once again for choosing Pullman Singapore Hill Street and for your generous appreciation of our team. We look forward to welcoming you back for another exceptional stay, filled with warm hospitality, refreshing rooftop moments and, hopefully, even more peaceful mornings! 😊 Cheers, Mazen Abilmona General Manager

Dear Zhongya L., Thank you for sharing your feedback following your recent stay! 😊 We are delighted that you appreciated our convenient location and enjoyed an overall pleasant experience. It is especially encouraging to receive perfect scores for your arrival, accommodation, cleanliness, our team, departure and sustainability efforts. Your generous ratings are wonderful recognition of our Heartists’ dedication to delivering warm and attentive hospitality. At the same time, we appreciate you highlighting the inconsistency regarding the provision of sparkling water in our guestrooms. We understand your confusion, particularly when you observed that some rooms appeared to receive sparkling water daily while others did not. While certain in-room amenities and complimentary offerings may vary depending on the room category or applicable stay benefits, we recognise that such differences should be communicated clearly to avoid confusion or disappointment. We have also taken note of your 80/100 ratings for breakfast and Wi-Fi, particularly your feedback regarding the connection speed. A reliable internet connection is an important part of a comfortable stay, and your comments will be shared with our relevant team for review. Similarly, we will continue working with our Culinary and Food & Beverage teams to enhance the overall breakfast experience. Thank you once again for your feedback and for your encouraging 9/10 recommendation. While we are pleased that so many aspects of your stay met your expectations, we equally appreciate the opportunity to address the smaller details that can make a meaningful difference. We look forward to welcoming you back to Pullman Singapore Hill Street for another enjoyable stay, with greater consistency in our guestroom amenities and, hopefully, an even more seamless experience that earns us that final 10 points next time! 😊 Warm regards, Mazen Abilmona General Manager

Dear Yu G., 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 Huiting H., Thank you for sharing your wonderful feedback with us! We are absolutely delighted to know that you had such an enjoyable stay at Pullman Singapore Hill Street, and we sincerely appreciate your perfect overall rating and generous recommendation. It is especially heartwarming to know that our Heartists made such a positive impression on you, particularly our Madison's restaurant, our friendly Porters and our Reception team. Your kind recognition truly means a great deal to us, as creating memorable experiences through genuine hospitality is at the heart of everything we do. Please rest assured that we will be delighted to convey your heartfelt appreciation to the respective teams, who will undoubtedly be encouraged to know that their efforts made your stay even more special. We are equally pleased to receive your excellent ratings for your booking experience, accommodation, cleanliness and departure. At the same time, we appreciate your constructive feedback regarding your arrival experience, WiFi connectivity and ease of access. Your observations are valuable to us and will be shared with our respective teams as we continuously strive to make every aspect of our guests' journeys as seamless and comfortable as possible. Thank you once again for choosing Pullman Singapore Hill Street and for taking the time to recognise our dedicated Heartists. We look forward to welcoming you back for another delightful stay, filled with warm smiles, exceptional service and even more memorable moments! 😊 Cheers, Mazen Abilmona General Manager

Dear Jingya Y., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to know that your experience began on such a positive note, particularly with the excellent service provided by our Doorman and Reception Heartists. We are also delighted that the assistance with your luggage upon arrival was helpful and contributed to a seamless welcome. Your perfect 100/100 ratings for arrival, accommodation, cleanliness and departure are wonderful recognition for the respective teams. At the same time, we are disappointed that other aspects of your stay did not maintain the same standard, resulting in an overall rating of 70/100 and a 5/10 recommendation score. We are particularly sorry to learn about your breakfast experience. Breakfast should be an enjoyable and seamless start to the day, and we regret that both the selection and quality fell below your expectations. Your 50/100 breakfast rating is certainly concerning and will be shared with our Culinary and Food & Beverage leadership teams for review. Equally, you should not have had to repeatedly retrieve your own cutlery and napkins after your table was cleared. While clearing used items is part of maintaining a tidy dining environment, our Heartists should remain attentive to whether a guest is still enjoying their meal and ensure that any necessary cutlery is promptly replenished. Having to do this yourself several times understandably detracted from the service experience, and we sincerely apologise for the lack of attentiveness. We have also noted your disappointment regarding the absence of turndown service. We understand that this may have been an expected part of your hotel experience, and we appreciate you highlighting it to us. More importantly, we regret that our team did not proactively enquire about your ALL membership. Recognising our members and ensuring that their membership details and applicable benefits are properly acknowledged forms an important part of the guest journey. This was a missed opportunity for us to provide a more personalised experience, and your feedback will be reinforced with our Front Office team. Thank you as well for your thoughtful comments regarding our sustainability initiatives. We appreciate your perfect rating for our overall sustainability efforts and sustainable food initiatives. At the same time, we have taken note of your feedback regarding the quality of the toothbrush provided. We understand your point that reducing unnecessary amenity consumption can be communicated to guests, but when an amenity is provided, its quality should still offer a satisfactory guest experience. Your comments will be shared with the relevant team for consideration as we continue balancing sustainability with guest comfort and quality. Thank you once again for your balanced and constructive feedback. While we are encouraged by the excellent service you experienced from our Doorman and Reception Heartists and your perfect scores across several areas, we recognise that greater consistency—particularly at breakfast and in loyalty recognition—is needed to deliver the complete experience you should expect from us. We sincerely hope to have another opportunity to welcome you back to Pullman Singapore Hill Street and provide you with an experience that is just as strong throughout your stay as the warm welcome you received upon arrival. Warm regards, Mazen Abilmona General Manager

Dear Xun L., Thank you for the fantastic 100/100 and for sharing your lovely feedback following your stay with us! 🌟 We are delighted that you had such an enjoyable experience and particularly appreciated our central location, cleanliness and breakfast. Our Housekeeping Heartists work diligently behind the scenes to ensure every guestroom is clean, comfortable and beautifully prepared, and your recognition is fantastic encouragement for the team. We are also very happy to hear that you found our breakfast particularly delicious! A good breakfast is always a great way to start a day of exploring Singapore. 😊 At the same time, we noticed the 80/100 rating for breakfast selection, which tells us that while you enjoyed the quality and taste, there may still be opportunities for us to further enhance the variety available. We have equally taken note of your 80/100 rating for our team, together with the 90/100 scores for arrival and departure. Although no specific comments were provided, these ratings are valuable to us and remind us that there is always room to make our service warmer, more personalised and seamless at every touchpoint. Thank you once again for choosing Pullman Singapore Hill Street. We look forward to welcoming you back for another excellent stay—with the same delicious breakfast, sparkling-clean room and, hopefully, a few more 100s across the board next time! 😊 Warm regards, Mazen Abilmona General Manager

Dear Shaon W., Thank you for sharing such wonderful feedback with us! 🌟 We are absolutely delighted that you had an excellent experience and particularly appreciated our central location. We are especially happy to hear that breakfast was a highlight! Starting the morning with plenty of delicious choices is always a good way to prepare for a day of exploring, and your perfect 100/100 for our breakfast selection is fantastic encouragement for our Culinary and Food & Beverage Heartists. We will be delighted to share your compliments with them. ☕🥐🍳 Most importantly, thank you for recognising the good service provided by our team. Receiving perfect scores for your arrival, accommodation, cleanliness, our Heartists, departure, Wi-Fi and sustainability efforts tells us that your experience was consistently enjoyable from check-in right through to farewell—and that means a great deal to all of us. A 10/10 recommendation and 100s all the way certainly make for a report card we are very proud of! 💯😊 Thank you once again for choosing Pullman Singapore Hill Street. We hope to welcome you back again soon for another excellent stay—with the same warm hospitality, convenient location and, of course, another generous breakfast waiting to start your day! Cheers, Mazen Abilmona General Manager