Dear Steven, Thank you so much for your wonderful feedback and for the perfect 10/10 score. We are absolutely delighted to hear that you had such a lovely stay and that Asif went above and beyond to cater to your requests. It is truly heartwarming to know that his efforts made such a positive impact on your experience. We will be sure to pass on your kind words to him, he will be thrilled to know he helped make your stay so memorable. We truly appreciate you taking the time to share your praise, and we look forward to welcoming you back for another excellent stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Guest, Thank you for your honest feedback and for your 6/10 score. We are delighted to hear that you found the apartment lovely, clean, quiet, and well-stocked, and that you enjoyed a great breakfast in the restaurant. However, I am truly sorry that your sleep was so disturbed. Please accept my apologies that the double bed was very hard and uncomfortable, and that the air conditioning vents in the bedroom made a loud whining noise every couple of hours, waking everyone in the apartment. This is not acceptable, and we have shared your feedback with our maintenance team to investigate the noise issue and review the mattress. We hope to have the opportunity to welcome you back for a much more comfortable stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Sarah, Thank you for your honest feedback. I am truly sorry that your 7th stay with us was so disappointing and that it has led you to feel this way about our hotel. Please accept my sincere apologies for the multiple issues you experienced. This is not the standard we aim to provide, especially to a loyal returning guest. Your feedback has been shared urgently with our housekeeping, kitchen, and front desk teams. We take your comments very seriously and will work to address these issues. We hope that despite this experience, you might consider giving us another chance in the future. Please feel free to contact me directly if you wish to discuss your stay further. Sincerely, Tomasz Michalak Deputy General Manager

Dear Susan, Thank you for your perfect 10/10 review and for sharing your kind feedback. We are absolutely delighted to hear that you found your room comfortable, even though your stay was not as long as you would have liked. Your words mean a great deal to our entire team. We look forward to welcoming you back for a longer stay in the future. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mustafa, Thank you for sharing your detailed feedback. I am truly sorry to hear about the experience you and your partner had regarding the payment for your extended stay. While I completely understand the hotel's need to ensure payment is made, I apologise that the situation was handled in a way that caused unnecessary inconvenience and distress to your partner. Given that the extension was confirmed, a partial payment had already been made, and you were unavailable because of work, a more customer-focused approach would have been more appropriate. We will review our procedures to ensure that similar situations are handled with greater discretion and understanding in the future. We hope to have the opportunity to welcome you back and provide a more seamless experience. Sincerely, Tomasz Michalak Deputy General Manager

Dear Heather, Thank you for your feedback, and please accept my sincere apologies for the lack of communication regarding your lost nightie. I completely understand your frustration, losing a £55 White Company nightie is disappointing, and not hearing back from us after you reported it is unacceptable. I will personally investigate this matter with our housekeeping team today and ensure you receive a clear update as soon as possible. We truly appreciate that you have already booked with us again for next year, and we are committed to resolving this issue before your next stay. Please rest assured that we will follow up with you directly. Thank you for your patience, and once again, I apologise for the oversight. Sincerely, Tomasz Michalak Deputy General Manager

Dear Geoffrey, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you found your room great, the service excellent, and your stay comfortable, clean, and friendly. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Olga, Thank you for your detailed feedback. I am deeply sorry that your stay fell so far below expectations and that you had such a disappointing experience. Please accept my sincere apologies for the uncleanliness, the unpleasant smell in your first room, the poor housekeeping policy during your seven-night stay, the uncomfortable bedding, the ineffective air conditioning, and the additional parking charges. This is not the standard we aim to provide, and your feedback has been shared urgently with our housekeeping, maintenance, and management teams. I am pleased to hear that you found our location excellent, but I completely understand why you would not choose to stay here again. We hope that despite this experience, you might consider giving us another opportunity in the future to provide the quality stay you should always expect. Sincerely, Tomasz Michalak Deputy General Manager

Dear Sayone, Thank you for your honest feedback and for your 6/10 score. I am sorry that your stay was only "ok" and that several issues affected your experience. Please accept my apologies that no one responded to your WhatsApp messages, even after you pointed it out, this is not acceptable, and we will address this with our team. I also regret the early fire alarm caused by burnt toast. While these alarms are designed to be sensitive for safety, we understand the frustration and will review our kitchen safety communications with guests. Regarding cleaning, as an aparthotel, we operate a weekly cleaning service as standard to respect guest privacy, but additional cleaning is always available upon request. I apologise that this was not clearly communicated to you during booking, and we will improve our pre-arrival information. We hope to have the opportunity to welcome you back for a better experience. Warm regards, Tomasz Michalak Deputy General Manager

Dear Samantha, Thank you for your wonderful feedback and for your 9/10 score. We are absolutely delighted to hear that you had such a positive stay. It is great to know that you received a lovely warm welcome, appreciated the concept of having apartment facilities within a hotel, and enjoyed a clean, bright room with a good night's sleep. We are also pleased that our location close to Sutton Station was perfect for your needs, and that you discovered La Sicillia nearby. Your kind words about excellent value for money mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Susan, Thank you for your perfect 10/10 review and for your continued loyalty as a weekly guest. We are absolutely delighted to hear that you find our rooms great and our front desk reception extremely helpful. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for many more stays. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mark, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you had a comfortable stay with great accommodation, and that you found the hotel very clean, comfortable, and well equipped. It is also wonderful to know that our staff were friendly and check-in was hassle-free. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Jennifer, Thank you for your wonderful feedback and for your 9/10 score. We truly appreciate your loyalty during your extended stay. We are delighted to hear that you found our hotel pleasant and well-located for public transport. It is especially rewarding to know that our staff were friendly and helpful throughout your longer-than-expected stay, and that the Adagio room was lovely and cool during the hot weather. Your special mentions of Alisha, Jasmine, and Izzy mean a great deal to us. We are so pleased that they helped manage the extensions to your stay and that Izzy was extremely helpful when the hotel was full, even showing you a typical room when you were initially deciding where to stay. Your kind words have been shared with the whole team, and we look forward to welcoming you back whenever you need a home away from home. Warm regards, Tomasz Michalak Deputy General Manager

Dear Julie, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you had a very comfortable 2-night stay while visiting Wimbledon. It is wonderful to know that you found our location convenient, just a 5-minute walk to Sutton station, with plenty of food outlets close by. We are also thrilled that you enjoyed one of our apartments, finding it very clean, spacious, and well equipped for everything you needed, especially the air-con. Your intention to return means a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Mark, Thank you for your perfect 10/10 review and for sharing such wonderful feedback. We are absolutely delighted to hear that you had an excellent stay and found our location excellent and the hotel super clean. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another excellent stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Stefano, Thank you for your honest feedback and for your 7/10 score. We are pleased to hear that overall you had a good stay. However, I sincerely apologise for the rough check-in experience, especially with your 9-year-old child, this should not have happened. I am delighted that Emanuela was amazing and solved the problem for you; your words that she deserves a raise will be shared with her personally. I also apologise that the rooms were smelly and dirty, which is completely unacceptable. Your feedback has been shared with our housekeeping team urgently. We also note your suggestion about a gym in the property. We hope to have the opportunity to welcome you back and provide a much better experience. Warm regards, Tomasz Michalak Deputy General Manager

Dear Sonia, Thank you for your perfect 10/10 review and for sharing such lovely feedback. We are absolutely delighted to hear that you found your stay comfortable, clean, and peaceful. It is especially rewarding to know that our staff were all lovely and professional, and that you enjoyed a spacious room. Your kind words mean a great deal to our entire team. We look forward to welcoming you back for another wonderful stay. Warm regards, Tomasz Michalak Deputy General Manager

Dear Malcolm, Thank you for your honest feedback and for your 7/10 score. We are delighted to hear that you found your room superb and that our air conditioning was a blessing during the heatwave. It is great to know that you had a nice and comfortable stay. However, I apologise that the food left a lot to be desired. Your feedback has been shared with our kitchen team for review. We hope to welcome you back for an even better experience. Warm regards, Tomasz Michalak Deputy General Manager

Dear Elle, Thank you for your honest feedback and for your 8/10 score. We are pleased to hear that you found our place nice, cosy, and overall good. However, I sincerely apologise that you were woken up at 7.30am by a fire alarm caused by someone cooking, and that you had to walk down 8 flights of stairs. This is frustrating, and we will look into clearer signage or instructions in the kitchen areas to help reduce false alarms. We hope to welcome you back for a more peaceful stay. Warm regards, Tomasz Michalak Deputy General Manager