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

Dear Yanjie G., Thank you for describing Pullman Singapore Hill Street as a high-quality hotel and for your fantastic 10/10 recommendation. 😊 We are delighted that you enjoyed such a comfortable stay and particularly appreciated our excellent central location, immaculate cleanliness and thoughtfully arranged facilities. It is equally wonderful to know that breakfast earned a perfect score and that you found our service comprehensive, attentive and thoughtful throughout your visit. A special thank you for mentioning the Heartist who welcomed and assisted you at our entrance. Our door and Concierge Heartists are often the very first friendly faces our guests meet, and we are thrilled that this colleague made a memorable impression. We will certainly share your lovely recognition with the team! 🌟 Perfect scores for arrival, accommodation, cleanliness, breakfast, our team and departure are tremendous encouragement for all our Heartists and something we are very proud to receive. Thank you once again for choosing Pullman Singapore Hill Street. We hope it will not be too long before we have the pleasure of welcoming you back through our doors for another 100/100 experience in the heart of Singapore! Cheers, Mazen Abilmona General Manager

Dear Chen C., Thank you for taking the time to provide such detailed feedback following your recent stay with us. We are pleased that you appreciated our central location, hotel environment and facilities, and that several aspects of your experience, including your accommodation, cleanliness, Fitness Centre and pool, received positive ratings. Nevertheless, your overall score of 70/100 and recommendation rating of 6/10 clearly show that your experience fell short of what we would have wished to deliver. We are particularly concerned by your comments regarding the slow response times and extended waiting periods you encountered. Prompt and attentive service is fundamental to a seamless guest experience, and we apologise that our service delivery did not consistently reflect this during your stay. Your ratings for our team and Concierge Service further highlight the need for us to improve our responsiveness and attentiveness. More importantly, we take your observation regarding the differing service attitudes you experienced at breakfast and the rooftop pool very seriously. Every guest should feel equally welcomed, respected and valued, regardless of nationality or background. We are sorry that your interactions led you to feel that there was a disparity in the way guests were treated. Your comments will be shared with the respective Food & Beverage and operational leadership teams for careful review and reinforcement with our Heartists. Thank you once again for your feedback. While we are glad that our location, environment and facilities left a positive impression, hospitality is ultimately defined by how our guests are made to feel. We regret that the consistency and timeliness of our service did not meet expectations on this occasion. We sincerely hope to have another opportunity to welcome you back and provide you with the warm, attentive and equally gracious hospitality that every guest at Pullman Singapore Hill Street should experience. Warm regards, Mazen Abilmona General Manager

Dear Yalin Z., Thank you for your fantastic 100/100 review and for sharing your wonderful stay experience with us! We are delighted that our excellent central location was a highlight of your visit. With the MRT just a short stroll away, we are pleased that getting around Singapore was convenient and effortless for you. It is equally wonderful to hear that you enjoyed our hotel environment and found your guestroom exceptionally clean and comfortable. A cosy bed after a full day of exploring Singapore can make all the difference, and we are thrilled that our bedding helped you enjoy a pleasant and restful stay. Your perfect scores for accommodation, cleanliness, departure, and our sustainability efforts, together with your generous 10/10 recommendation, are fantastic encouragement for all our Heartists. We also appreciate your positive 90/100 ratings for arrival, breakfast, and our team. While these are wonderful scores, we will continue working towards turning those 90s into 100s on your next visit! 😊 Thank you once again for choosing Pullman Singapore Hill Street. We look forward to welcoming you back for another comfortable and memorable stay in the heart of Singapore! Cheers, Mazen Abilmona General Manager

Dear Meng W., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to see that your accommodation, cleanliness, breakfast, and our sustainability efforts all received perfect 100/100 scores. We truly appreciate your recognition of these aspects of your experience. At the same time, we are sorry that the language barrier at our Front Desk affected your overall impression of the stay. We understand how reassuring and convenient it can be for our Chinese-speaking guests to communicate in their preferred language, particularly during important touchpoints such as check-in, seeking assistance, and departure. While we have Heartists within the hotel who are able to communicate in Mandarin, we regret that a Mandarin-speaking colleague was not readily available at the Front Desk when you required assistance. Your repeated feedback on this point, together with your ratings for arrival, our team, and departure, clearly demonstrates how important this was to your experience. We will share your comments with our Front Office leadership team as we continue reviewing our deployment and language capabilities to better support our international guests. In the meantime, our Heartists should always make every effort to seek assistance from a Mandarin-speaking colleague elsewhere in the hotel whenever required. Thank you once again for your constructive feedback. While we are pleased that many aspects of your stay received perfect scores, we recognise that communication is an essential part of genuine hospitality. We hope to welcome you back and provide a much smoother and more comfortable experience on your next visit. Warm regards, Mazen Abilmona General Manager

Dear Dengshuo W., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased that you appreciated our central location, facilities, and the size of your guestroom, particularly given the more compact nature of accommodation in Singapore. At the same time, your 70/100 overall rating and several lower scores clearly indicate that your experience did not fully meet expectations. We are particularly sorry that your arrival and Front Office experience felt inefficient. A smooth and efficient check-in is important in setting the right tone for a stay, and your 50/100 ratings for both arrival and our team show that we could have done considerably better. We have also taken note of your 50/100 rating for ALL member recognition. Loyalty recognition should be meaningful and consistent throughout the guest journey, and we regret that you did not feel sufficiently recognised during your visit. Your feedback regarding our Concierge, Executive Lounge, bar, and entertainment experience has also been noted. Although no specific service concerns were provided for some of these areas, the ratings indicate opportunities for us to improve the attentiveness, efficiency, and overall value of the experience. We also understand your comments regarding pricing. While rates across our accommodation and outlets may vary according to demand and offering, we recognise that ultimately the experience provided must feel commensurate with the price paid. We are sorry that you did not feel this was fully achieved during your stay. Thank you once again for your candid feedback. We appreciate your recognition of our location and facilities, but equally acknowledge that stronger service delivery, more efficient processes, and better loyalty recognition were needed. We hope to have another opportunity to welcome you back and provide an experience that feels much more deserving of both your expectations and the value paid. Warm regards, Mazen Abilmonq General Manager

Dear Qian L., Thank you for taking the time to share your feedback following your recent stay with us. While we are pleased that you appreciated our convenient location, room cleanliness, and departure experience, we sincerely regret that several aspects of your stay, particularly your arrival and breakfast experience, fell short of expectations. We are especially sorry to learn that your check-in process took longer than anticipated despite having completed the online check-in prior to arrival. We fully understand your disappointment and appreciate that completing the process in advance naturally creates an expectation of a more efficient arrival experience. Your feedback has been shared with our Front Office leadership team as we continue to review how we can better streamline the arrival process and ensure that the benefits of online check-in translate into a smoother experience for our guests. We have also taken note of your disappointment with the room allocated to you. Although we are pleased that you found the cleanliness of the room to be of a high standard, we regret that the accommodation itself did not meet your expectations. As no further details were provided regarding the specific aspects of the room that you found unsatisfactory, we would nevertheless welcome the opportunity to better understand your concerns so that they may be reviewed accordingly. We are equally sorry that your breakfast experience felt inefficient. Breakfast is an important part of the overall stay experience, and our service should remain organised, attentive, and efficient even during busy periods. Your comments regarding both the service operation and breakfast selection have been shared with our Food & Beverage team for further review and improvement. Despite these concerns, we appreciate your positive recognition of our team overall and are pleased that your check-out and departure experience received a perfect rating. Thank you once again for your candid and constructive feedback. We sincerely regret that the service inconsistencies you encountered impacted your overall impression of the hotel and resulted in a stay that did not reflect the standards we strive to deliver. We hope to have the opportunity to welcome you back to Pullman Singapore Hill Street in the future and provide you with a smoother arrival, more comfortable accommodation, and a more seamless overall experience. Warm regards, Mazen Abilmona General Manager

Dear Hongyan F., 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 Runzi Z., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to know that you had a fantastic experience overall and particularly enjoyed our convenient location. It is also wonderful to hear that our Heartists were able to assist seamlessly with your last-minute extension, allowing you to continue your stay with ease. Your perfect scores for arrival, accommodation, cleanliness, our team, departure, and sustainability efforts are truly appreciated. We are especially grateful for your generous 9/10 recommendation. At the same time, we acknowledge your feedback regarding breakfast. We understand that Madison’s can feel busy during peak periods, and we are sorry that the breakfast experience at our Executive Lounge did not provide a satisfying alternative. Guests redirected to another breakfast venue should still feel that they are receiving a quality and enjoyable experience, and we regret that the selection at the Lounge fell short of your expectations. Your comments will be shared with our Food & Beverage leadership team as we continue reviewing our breakfast capacity management, as well as the variety and presentation offered at the Executive Lounge. Thank you once again for highlighting both what we did well and where we can improve. We are delighted that the rest of your stay was such a positive one and look forward to welcoming you back to Pullman Singapore Hill Street for an even more complete experience next time! Warm regards, Mazen Abilmona General Manager