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

Dear Wang X., Thank you for sharing your lovely feedback and for awarding your stay a wonderful 90/100! 😊 We are delighted that you had an enjoyable and convenient stay with us. It is wonderful to know that your room was well suited to your needs as a solo traveller and that you appreciated the thoughtful features, including our electric curtains and in-room amenities. A special thank you as well for recognising the receptionist who assisted with your check-in! While we may not have the Heartist's name from your review, we are delighted that their warm service contributed positively to your arrival experience. Your perfect 100/100 scores for both arrival and our team are wonderful encouragement for all our Front Office Heartists. At the same time, we sincerely apologise for the noisy air-conditioning you experienced on your first night. A peaceful night's rest is an important part of any hotel stay, and we regret the inconvenience this caused. We are, however, pleased that once the matter was brought to our attention, our team attended to it promptly the following day and was able to address your concern. Thank you once again for your kind recommendation and constructive feedback. A 90/100 is certainly something for us to celebrate, while also reminding us that there is always an opportunity to make the next experience even better. We look forward to welcoming you back to Pullman Singapore Hill Street for another comfortable stay—with the same warm hospitality, sustainable touches and, hopefully, a perfectly quiet night's sleep from the very first evening! 🌟 Warm regards, Mazen Abilmona General Manager

Dear Shuo C., Thank you for sharing such wonderful feedback with us! 🌟 We are especially delighted to know that your positive experience began even before you arrived. From the initial email communication and arrangements for your child’s bed to the subsequent room upgrade, it is wonderful to hear that everything was handled smoothly and thoughtfully. A seamless stay truly begins before check-in, and we are pleased that our team was able to anticipate your family’s needs and make the necessary arrangements. A very special recognition goes to Siti from our Reservations team for assisting with your pre-arrival arrangements, and to Mark from Housekeeping for his thoughtful service during your stay! 👏✨ It is always incredibly rewarding when our Heartists are personally remembered by our guests, and we will be delighted to share your kind compliments with both Siti and Mark. Knowing that their individual efforts contributed to your perfect stay will certainly mean a great deal to them. We are equally thrilled that you enjoyed your upgraded accommodation, the cleanliness of your room and our abundant breakfast selection. Starting the day with plenty of delicious choices is always important—especially when travelling as a family—and we are pleased that breakfast earned another perfect score. Thank you once again for choosing Pullman Singapore Hill Street and, most importantly, for recognising the people behind your experience. We look forward to welcoming you and your family back for another memorable stay—with the same thoughtful touches, warm hospitality and perhaps another lovely upgrade whenever availability permits! 😊 Cheers, Mazen Abilmona General Manager

Dear Minyue Z., Thank you for taking the time to share your candid feedback following your recent stay with us. While we are pleased that you appreciated our convenient location and experienced good Wi-Fi connectivity, we are disappointed to learn that your overall stay was only an average experience, reflected in your 60/100 overall rating and 4/10 recommendation score. This is certainly below the experience we strive to provide. We are particularly sorry that the soundproofing of your room affected your comfort. A peaceful and restful environment is an important part of any hotel stay, and we understand how disruptive external or neighbouring noise can be. Your feedback has been noted and will be shared with the relevant team for further review and consideration. More concerning is your feedback regarding the attention to detail in the cleanliness and preparation of your room. We sincerely apologise that toiletries and napkins were found to be missing. These are details that should have been identified during the room inspection process rather than left for you to notice. We will be sharing your comments with our Housekeeping leadership team to reinforce the importance of thorough room checks, proper replenishment and greater attention to detail. We have also noted your 70/100 ratings for arrival, our team and departure. Although no specific comments were provided in these areas, the scores indicate that there were further opportunities for us to deliver a warmer, more seamless and memorable experience throughout your guest journey. Thank you once again for bringing these matters to our attention. Feedback such as yours is important as it highlights the small but significant details that can make the difference between an average stay and an excellent one. We sincerely hope to have another opportunity to welcome you back to Pullman Singapore Hill Street and provide you with the comfortable, thoroughly prepared and restful experience that you should expect from us. Warm regards, Mazen Abilmona General Manager

Dear Xuqing C., Thank you for the fantastic 100/100 and for sharing such wonderful feedback following your stay with us! 😊 We are absolutely delighted to know that you had a great experience and, most importantly, that the personalised service provided by our Heartists stood out. Hearing that our team took the time to understand your needs and tailor their assistance accordingly is exactly the kind of hospitality we strive to deliver—thoughtful, genuine and centred around each individual guest. A very special shout-out goes to our superstars - Kelvin and Marlon! 🌟 We are thrilled that their hospitality contributed positively to your experience. Recognition from our guests is always incredibly meaningful, and we will be delighted to share your kind words with both of them and the team. It is also wonderful to receive perfect 100/100 scores for your accommodation, cleanliness, our team and departure, together with a 10/10 recommendation. What a lovely report card for our Heartists! At the same time, we have certainly noticed the 80/100 ratings for your arrival experience and breakfast selection. While we are thrilled that your overall stay earned a perfect score, these ratings remind us that there is still room to make the experience even more seamless from the moment you arrive and to further enhance the variety and enjoyment of breakfast. Thank you once again for choosing Pullman Singapore Hill Street and for recognising the efforts of our team. Your appreciation of our personalised service is wonderful encouragement for all of us. We look forward to welcoming you back again soon for another memorable stay—and hopefully next time, we can turn those two 80s into 100s too! 😊 Warm regards, Mazen Abilmona General Manager

Dear Menglan C., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted that you appreciated our prime location and found the overall hotel environment elegant, clean and well maintained. Your perfect 100/100 ratings for cleanliness, breakfast, Wi-Fi, Fitness Centre and pool are wonderful encouragement for our Heartists, and we are equally pleased to see your strong recommendation score of 9/10. At the same time, we are sorry that your room allocation affected your overall experience. We understand that being assigned a connecting room was not your preference, nevertheless, we appreciate your suggestion that our team could have taken the opportunity to better understand your accommodation preferences. Where possible, asking about a guest’s room preferences and explaining the available options can help us manage expectations and provide an allocation that is better suited to their needs. While specific room locations, configurations and requests remain subject to availability, we agree that clearer communication can make a meaningful difference to the arrival experience. We have also taken note of your 80/100 ratings for arrival and our team, as these indicate further opportunities for us to deliver a warmer and more personalised experience throughout the stay. On a brighter note, we are very pleased that your breakfast experience, our recreational facilities and Wi-Fi all received perfect scores, while our Concierge service and sustainability initiatives were also positively rated. It is wonderful to know that so many aspects of your stay met your expectations despite the disappointment with your room allocation. Thank you once again for your candid and constructive feedback. We hope to have another opportunity to welcome you back to Pullman Singapore Hill Street and, subject to availability, provide you with a room configuration that better suits your preferences for an even more comfortable stay. Warm regards, Mazen Abilmona General Manager

Dear Sufang H., Thank you for taking the time to share your feedback following your recent stay. While we are pleased that you appreciated our excellent location and enjoyed several of our facilities, we are deeply concerned by the cleanliness issues you encountered upon arrival and, equally importantly, by the lack of follow-up after you brought them to our attention. Please accept our sincere apologies for the condition in which you found your guestroom. Discovering stains and insects on the bed linen, together with a toilet that had not been properly cleaned, is certainly not reflective of the hygiene and cleanliness standards we expect for our guestrooms. Your 30/100 cleanliness rating is understandably concerning to us, and we regret that this was your first impression of the room. What is particularly disappointing, however, is learning that you had already reported these concerns to our Front Desk and yet did not receive an appropriate response or follow-up. Once a guest raises a concern of this nature, it should be promptly communicated to the relevant department, addressed accordingly, and followed through to ensure that the matter has been resolved to the guest’s satisfaction. We are therefore very sorry that when you enquired about the matter again during check-out, you were informed that there had not been a proper handover. Regardless of which colleague initially received the feedback or which shift was subsequently on duty. Your concern should have been properly documented, handed over and followed through without requiring you to raise the matter a second time. We take your comments regarding the condition of the bed linen and bathroom seriously, and your feedback will be shared with both our Housekeeping and Front Office leadership teams for further review. Particular attention will also be given to the importance of proper interdepartmental communication and shift handovers whenever a guest concern remains outstanding. Despite this experience, we sincerely appreciate your generous 8/10 recommendation and your positive ratings for your accommodation, arrival, Fitness Centre and pool. We are also grateful for your perfect 100/100 recognition of our sustainability efforts and initiatives to reduce single-use plastics. Nevertheless, we recognise that cleanliness is one of the most fundamental expectations of any hotel stay, and when a concern is reported, our response and recovery are just as important. On this occasion, we regret that we fell short on both fronts. Thank you once again for bringing this matter to our attention. We sincerely hope to have another opportunity to welcome you back to Pullman Singapore Hill Street and provide you with the impeccably clean room, attentive follow-up and seamless service experience that should have been delivered from the very beginning. Warm regards, Farah Dinah Guest Experience & Quality Manager