Dear Anna, Thank you for taking the time to share such a detailed and thoughtful assessment of your stay. We particularly appreciate that, alongside the operational challenges you experienced, you recognised the commitment and attitude of our Front Office team, as well as the potential of the property. Your comments are valuable precisely because they address the details that make the difference between a good hotel experience and a consistently excellent one. We fully acknowledge your observations regarding housekeeping, particularly the repeated delays in servicing your room and the communication between departments. This is an area where we have clear room for improvement, and your experience does not reflect the level of consistency we expect from a five-star Mövenpick property. We are reviewing both the organisation of housekeeping operations and the communication between the relevant teams to ensure that similar situations are addressed more effectively. We have also taken note of your comments regarding parking signage, breakfast procedures, information displayed in the elevators, and the visibility of children's activities. Individually, these may appear to be small details, but we agree that together they have a meaningful impact on the guest journey. Your point regarding leadership, interdepartmental collaboration and the need to establish a stronger operational rhythm is particularly relevant for a relatively new property. We are continuing to develop our teams and processes, with the aim of ensuring that the quality of the physical product is matched by an equally consistent level of service. We also appreciate your suggestion regarding knowledge-sharing with our neighbouring Mercure property. We value the experience and expertise within our local Accor network and will certainly consider how stronger cooperation between the properties can support our teams during this important stage of development. Thank you again for recognising the hotel's potential while being direct about where we need to improve. With the Forum approaching, your observations are especially timely and will be taken into consideration as we continue strengthening our operations. We hope to have the opportunity to welcome you again and demonstrate a more seamless experience that reflects the standard you rightly associate with Mövenpick. Kind regards, Mövenpick Resort & Spa Karpacz Team

Dear Petr K., Thank you for sharing your feedback regarding your recent stay at Mövenpick Resort & Spa Karpacz. We appreciate your comments on our facilities; however, we regret to hear that your experience did not meet your expectations. We strive to provide attentive service and will address your observations regarding staff engagement and housekeeping with our team. We sincerely apologize for the disturbances caused by the construction near the pool area, as well as for any inconvenience related to your early check-in request and membership benefits. Your concerns are invaluable to us, and we will review them carefully to enhance our guests' experience. Thank you once again for your insights. We hope to have the opportunity to welcome you back in the future. Best regards, Mövenpick Resort & Spa Karpacz

Dear Mr R., Thank you for sharing your experience. We are truly sorry that your stay fell so far short of the standard you expected from Mövenpick Resort & Spa Karpacz. The situation you describe regarding the noise during the night is particularly concerning. A peaceful night’s sleep is a fundamental part of a hotel stay, and repeated disturbances after you had already reported the issue should have been addressed much more promptly and effectively. We also regret that the communication at reception did not provide you with the support you needed. We are equally concerned by your comments regarding the lack of a proper follow-up at check-out. Regardless of the circumstances, you should have felt that your concerns had been acknowledged and taken seriously. The fact that our Director attempted to contact you is not enough if we did not ultimately manage to resolve the matter or provide you with a satisfactory explanation. Your comments regarding the room allocation, breakfast queues, Wi-Fi and evening assistance with luggage have also been noted and will be addressed with the relevant teams. We would appreciate the opportunity to review the circumstances of your stay in detail, particularly the reported night-time noise and the handling of your complaints. If you are willing, please contact us directly so that we can investigate this properly. We sincerely regret that we did not provide the experience you and your family should have received. Mövenpick Resort & Spa Karpacz

Dear Sean, Thank you for sharing your feedback regarding your recent stay. We understand that a family-friendly atmosphere may not align with your expectations for a relaxing getaway. We appreciate your insights as they guide us in communicating our offerings more effectively. Additionally, we are aware of the importance of reliable internet access and will continue to assess our WiFi services to enhance guest satisfaction. Best regards, Mövenpick Resort & Spa Karpacz

Dear Ms L., Thank you for taking the time to share such detailed feedback following your stay with us. We are pleased to hear that you enjoyed the location and comfort of your room, and that you noticed the effort and commitment of our team. At the same time, we are sorry that some aspects of your experience did not meet your expectations. Your comments regarding the organisation of breakfast, particularly children moving around the buffet area and handling food and equipment without supervision, are important to us. Food safety and the comfort of all our guests are priorities, and we will review how we can communicate the relevant rules to families more clearly while maintaining a welcoming atmosphere for our youngest guests. We also appreciate your feedback regarding the workload of our team. We recognise that periods of high occupancy place significant demands on our employees, and maintaining both service quality and good working conditions is something we take seriously. Your comments regarding waste separation have also been noted. We are reviewing our current operational practices in this area to ensure they are aligned with our environmental standards and responsibilities. Finally, we regret that the dinner selection did not provide enough suitable options for guests with allergies and vegetarian preferences. We understand that dietary requirements require particular attention, and your feedback will be shared with our Food & Beverage team. Thank you again for highlighting both the positive aspects of your stay and the areas where we can improve. Feedback such as yours helps us identify where better organisation and clearer communication can make a meaningful difference to the guest experience. Kind regards, Mövenpick Resort & Spa Karpacz Team

Dear Dela, Thank you for taking the time to share such detailed feedback following your stay with us. While we are pleased to know you appreciated the cleanliness of the hotel and its modern design, we are truly sorry that your overall experience did not meet your expectations. We regret that the room layout was not comfortable for you. Due to the architectural design of our resort, some rooms feature sloping ceilings, and we understand that this may not suit every guest's preferences. We are sorry we were unable to offer an alternative room during your stay due to high occupancy. Thank you as well for your comments regarding our culinary offer. We appreciate your suggestions concerning a wider selection of gluten-free products, alternative milk options and healthier choices. Feedback like yours is invaluable as we continuously work to improve our dining experience for all guests with different dietary preferences and needs. We would also like to mention that guests with food intolerances or special dietary requirements are always welcome to inform our team in advance or during their stay, and whenever possible, our chefs will be happy to prepare suitable alternatives. We also appreciate your remarks regarding the bathrobes. Guest comfort is very important to us, and we will review this matter with the relevant department to improve the availability of different sizes. We are grateful for your honest feedback and hope you may consider giving us another opportunity in the future to provide you with a much better experience. Kind regards, Mövenpick Resort & Spa Karpacz Team

Dear Jiri, Thank you very much for sharing your positive feedback and for rating your stay so highly. We are delighted to hear that you enjoyed the comfort of our mattresses, our well-equipped gym, and the variety and quality of the food. It is especially rewarding to know that you found our resort to be a great place for families. Thank you as well for your comment regarding the swimming pool. We appreciate your feedback and understand that a larger pool would further enhance the guest experience. We hope to have the pleasure of welcoming you and your family back to Mövenpick Resort & Spa Karpacz in the near future. Kind regards, The Mövenpick Resort & Spa Karpacz Team

Dear Ms. M., Thank you for taking the time to share your feedback. We are truly sorry to learn that your stay fell so far short of your expectations. The lack of housekeeping service, missing room amenities such as toilet paper and water, and bins not being emptied are not acceptable and certainly do not reflect the standards we strive to provide. We also regret the difficulties you experienced with communication. We understand how important clear and effective communication is, especially when travelling abroad, and we are sorry that this impacted your stay. Please accept our sincere apologies for these shortcomings. Your comments have been shared with the relevant department managers so they can thoroughly review the issues you described and take the necessary corrective actions. We appreciate your honest feedback and hope you may consider giving us another opportunity in the future to provide the level of hospitality you rightfully expected. Kind regards, Mövenpick Resort & Spa Karpacz Team

Dear Christopher, Thank you for your kind words regarding your recent stay. We are pleased to hear that our friendly staff, modern facilities, and dining options met your expectations. Your feedback on our team's responsiveness is greatly appreciated and motivates us to continue delivering excellent service. Best regards, Mövenpick Resort & Spa Karpacz

Dear Frost, Thank you for taking the time to share such detailed feedback following your stay with us. We are pleased to know that you appreciated our location, design and overall atmosphere. At the same time, we are truly sorry that the level of service did not reflect the experience you expected from a five-star hotel. We sincerely apologize for the shortcomings you encountered, particularly regarding housekeeping, the availability of our pool and lobby bars, restaurant service, and the delays in responding to your requests. We fully understand how frustrating these situations must have been, especially while travelling with a young child. This is not the standard of hospitality we strive to deliver. Your comments have been shared with the relevant department managers and will be carefully reviewed with our teams. Feedback like yours helps us identify areas where we need to improve both our organization and our attention to our Guests' needs. We appreciate your kind words about our staff's friendliness despite the operational issues you experienced. We hope to have the opportunity to welcome you back in the future and provide the level of service that better reflects the Mövenpick brand. Kind regards, Mövenpick Resort & Spa Karpacz Team

Dear Rafał, Thank you very much for your fantastic review and for awarding us a perfect score. We are delighted to know that you and your family had such a wonderful stay with us. It is especially rewarding to hear that you appreciated our location, comfortable rooms, outdoor swimming pool, and the welcoming atmosphere that made your family getaway so enjoyable. Thank you as well for recommending our hotel to both families and couples. Your kind words are a great motivation for our entire team and inspire us to continue delivering memorable experiences to every Guest. We look forward to welcoming you back to Mövenpick Resort & Spa Karpacz for another relaxing stay in the heart of the Karkonosze Mountains. Kind regards, Mövenpick Resort & Spa Karpacz Team

Panie Macieju, Dziękujemy za pozytywną opinię oraz za docenienie komfortu naszego hotelu. Cieszymy się, że spełniliśmy Pańskie oczekiwania. Zapraszamy ponownie do Mövenpick Resort & Spa Karpacz. Miłego dnia, Zespół Mövenpick Resort & Spa Karpacz