Dear Ms. K., Thank you for taking the time to share such detailed feedback with us. We are sincerely sorry that your family’s stay did not provide the level of comfort, care, and hospitality you expected from Sofitel Istanbul Taksim. We particularly regret the difficulties caused by having your rooms on different floors during the first two nights. We fully understand how important it is for a family travelling with children to have rooms located together and conveniently, and we are sorry that we were unable to provide this from the beginning. We are also very concerned to learn that you were unable to reach Guest Service despite several attempts. This is not the level of responsiveness we expect from our team. Your comments regarding the non-functioning refrigerator, the minibar contents, the Wi-Fi connection, and the availability of clean glasses upon arrival have also been noted and will be shared with the relevant departments. We are especially sorry that you felt uncomfortable during breakfast. Every guest should feel welcomed, respected, and treated with understanding, and we regret that your family did not feel this way during your stay. Your feedback regarding the breakfast ordering process and the communication at check-in is equally valuable, and we will review these points with the relevant teams. We sincerely regret that we fell short of your expectations on this occasion. Your comments have highlighted several areas where we need to improve, and we hope to have the opportunity to regain your confidence and provide your family with the warm and thoughtful Sofitel experience you deserve. Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Mr. L., Thank you for taking the time to share your feedback following your stay with us. We are pleased to know that you appreciated our convenient location and spacious rooms. However, we sincerely regret that your arrival experience was not as smooth as expected, particularly having to request a room change after you had already unpacked. We also appreciate your comment regarding the room lighting system. We understand that a lighting system should be intuitive and easy to use, and your feedback will be shared with the relevant team for further consideration. Please accept our apologies for the inconvenience caused. We hope to have the opportunity to welcome you again and provide you with a more comfortable and seamless experience. Warm regards, Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Arobella, Thank you very much for your wonderful feedback. We are delighted to know that you enjoyed our clean facilities, convenient location, and especially the warm and welcoming service of our team. It is wonderful to hear that Puta made your breakfast experiences particularly enjoyable. We will be sure to share your kind words with her. We truly appreciate your recommendation and look forward to welcoming you and your family back to Sofitel Istanbul Taksim. Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Mr. M., Thank you very much for your wonderful feedback. We are delighted to know that you enjoyed your stay at Sofitel Istanbul Taksim and that our reception and housekeeping teams contributed positively to your experience. We also appreciate your suggestions regarding the Wi-Fi connection speed, airport transfer and laundry rates. Your feedback is valuable to us and will be shared with the relevant teams. It was a pleasure to be part of your Istanbul trip, and we hope to have the pleasure of welcoming you back to Sofitel Istanbul Taksim in the future. Warm regards, Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Mr. M., Thank you very much for your wonderful feedback and for choosing Sofitel Istanbul Taksim for your family stay. We are delighted to know that you enjoyed our prime location, the cleanliness of the hotel, and the helpfulness of our team. Your kind words and perfect rating are truly appreciated and will be shared with our colleagues. We look forward to welcoming you and your family back to Sofitel Istanbul Taksim for another memorable stay. Warm regards, Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Ms. S., Thank you for taking the time to share your feedback with us. We are truly sorry to learn that your stay did not meet your expectations, particularly regarding the housekeeping service, the handling of your requests, and the breakfast boxes arranged for your early departure. We fully understand how disappointing this must have been, especially while travelling with a toddler. Your comments regarding room cleanliness, bathroom servicing, linen changes, and the condition of the waste bins near the lifts have been taken very seriously and shared with the relevant departments for immediate review. We also regret that the breakfast bags you had been promised were not provided as expected. This is certainly not the level of service we aim to provide at Sofitel Istanbul Taksim. We sincerely apologize for the inconvenience and disappointment caused and hope to have the opportunity to restore your confidence in us during a future stay. Kind regards, Emrah YILDIRIM Front Office Manager Sofitel Istanbul Taksim

Dear Mr. C., Thank you for taking the time to share such detailed feedback regarding your recent stay at Sofitel Istanbul Taksim. First and foremost, please accept my sincere apologies that your experience did not reflect the level of hospitality and attention you rightfully expected from Sofitel, particularly as a valued ALL Gold member. While we are pleased to know that you enjoyed your suite, its views, and your dining experience in our restaurant, I deeply regret that these positive aspects were overshadowed by the shortcomings you encountered throughout your stay. Regarding your arrival, although our official check-in time is 3:00 PM and early check-in is always subject to availability, I completely understand your frustration with the repeated delays and changing time estimates. Our intention was to ensure that your suite was prepared to the highest possible standard before your arrival. Unfortunately, this resulted in a much longer wait than anticipated, and we acknowledge that we failed to manage your expectations through clear and honest communication. For this, I sincerely apologize. I also regret that the welcome amenities and personalized touches were not ready upon your arrival despite the information collected before your stay. These details are an important part of the Sofitel experience and should never feel like an afterthought. Your comments regarding the unanswered telephone calls and the delayed housekeeping service are equally concerning. We fully recognize how inconvenient it must have been to repeatedly visit Reception for assistance, and I have already shared your feedback with the relevant department leaders to reinforce our response standards and internal follow-up procedures. I am also sorry to learn that Club Millésime did not meet your expectations. Your comments regarding the lounge experience and breakfast service have been carefully noted and will be included in our ongoing service improvement discussions. Your feedback is invaluable, as it highlights areas where we must improve both our communication and the consistency of our service delivery. Please be assured that your comments have been shared with our management team and will be used as an opportunity to strengthen the experience we provide to our loyal ALL members. Thank you once again for bringing these matters to our attention. We sincerely hope to have the opportunity to welcome you back in the future and restore your confidence in Sofitel Istanbul Taksim. Warm regards, Emrah Yıldırım Front Office Manager Sofitel Istanbul Taksim

Dear Neelemme F. A., Thank you for taking the time to share your detailed feedback regarding your recent stay at Sofitel Istanbul Taksim. We are delighted to know that you enjoyed your stay overall and appreciated our location, your room, and especially the service provided by our reception, concierge, security teams, and the manager who assisted with your late check-out request. Your kind words will be shared with the team, who will be pleased to know they contributed to making your stay memorable. At the same time, we sincerely apologize for the shortcomings you experienced regarding the room cleanliness during the first day of your stay. We understand how important a dust-free environment is, particularly for guests with allergies, and we will share your comments with our Housekeeping team to ensure greater attention to detail moving forward. We also appreciate your feedback regarding the breakfast experience and the inconsistency concerning your omelette request. We will review this matter with our culinary team to ensure clearer communication and a more consistent service experience for our guests. Furthermore, thank you for sharing your observations about the Turkish Hammam experience. We value your comments regarding the overall value and the lack of a relaxation or tea service before or after the treatment. Your feedback has been shared with our Spa management team as we continuously seek ways to enhance our guest experience. We truly appreciate your constructive comments and are pleased that, despite these points, you would recommend our hotel. We look forward to welcoming you back to Sofitel Istanbul Taksim for another enjoyable stay. Kind regards, Emrah Yıldırım Front Office Manager Sofitel Istanbul Taksim