Dear Yao, Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the slow drainage in both the sink and bathroom. We understand how uncomfortable it must have been to have the shower water accumulate around your ankles so quickly, and this is certainly not the standard we aim to maintain. Your feedback has been shared with our Engineering and Housekeeping teams for immediate follow-up and inspection. We appreciate you bringing this to our attention and regret that this was not identified and addressed during your stay. We hope to have the opportunity to welcome you again and provide you with a more comfortable experience. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Na, Thank you for your feedback regarding your recent stay. We are pleased to hear that you appreciated our location. However, we regret that you experienced issues with the air conditioning in your room. I have shared your feedback with our Engineering team for their attention and necessarily follow up. We look forward to welcoming you back again in the near future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Yanjun H., Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to know that you appreciated our convenient location. At the same time, we sincerely apologize that several aspects of your experience did not meet your expectations. Cleanliness is one of our highest priorities, and we regret to learn that stains were found on your bath towels. Please be assured that we will review our laundry and inspection procedures with the team to prevent such occurrences. We are also sorry to hear that the breakfast variety did not meet your expectations and that some of our restaurant associates came across as less welcoming than they should have. Providing warm, attentive hospitality is at the heart of what we strive to deliver, and your feedback has been shared with the relevant team for review and improvement. Lastly, we apologize that no assistance was offered with your luggage upon departure. We understand that these thoughtful gestures make a meaningful difference to our guests' overall experience, and we will reinforce the importance of being attentive and proactive in offering assistance. Thank you once again for bringing these matters to our attention. We truly value your feedback, as it helps us improve, and we hope to have the opportunity to welcome you back for a much better stay in the future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Pengfei, Thank you for your kind words regarding our prime location and service. We are pleased to know that you enjoyed your stay at Pullman Singapore Orchard. We would be delighted if you would consider sharing your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html We look forward to welcoming you back again in the near future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Rujiao, Thank you for your kind words regarding our service. We are delighted to hear that you found it comfortable and unobtrusive. Your feedback is valuable, and we look forward to welcoming you back for another enjoyable stay. We would be delighted if you would consider sharing your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Hui H., Thank you for your kind words regarding our staff's attentive service. We are pleased to hear that our team was able to assist you effectively during your stay. Your feedback is greatly appreciated and motivates us to maintain our high standards. We would be delighted if you would consider sharing your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html We look forward to welcoming you back again in the near future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Hongyi, Thank you for your positive feedback regarding your comfortable stay at Pullman Singapore Orchard. We are delighted to hear that you had a pleasant experience with us. We would be truly delighted if you would consider sharing your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html We look forward to welcoming you back again in the near future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Nuonuo, Thank you for taking the time to share your detailed feedback. I am truly sorry that your experience did not meet the expectations you have come to associate with the Pullman brand. Guest feedback such as yours is valuable as we continually evaluate opportunities to enhance our product and overall guest experience. I would also like to sincerely apologize for the inconvenience caused by the television service disruption during your stay. Unfortunately, there was an unexpected signal outage affecting the service provider's network, which impacted television services throughout the hotel. While the issue was beyond our direct control, we fully understand the frustration this caused, particularly after multiple contacts with our team seeking assistance. I also regret that our communication regarding the possibility of a room change did not meet your expectations. As the disruption affected all guestrooms, relocating to another room would not have resolved the television issue. Nevertheless, we recognize that this should have been communicated more clearly, and I apologize for any confusion caused. We are grateful that you chose our hotel based on your previous positive experiences with Pullman properties around the world. It is disappointing to learn that we fell short on this occasion, and we appreciate you bringing these matters to our attention. Your feedback has been shared with the relevant teams for review and improvement. We hope to have the opportunity to restore your confidence in us should your travels bring you back to Singapore in the future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Wan H., Thank you for taking the time to share such a detailed review of your recent stay at Pullman Singapore Orchard and for your loyalty as an ALL Platinum member. We truly appreciate your balanced feedback and are pleased to know that you enjoyed our location, as well as the offerings and beverage experience at the Archive Club Lounge. It is encouraging to learn that the lounge breakfast experience, curated selections, and champagne service left a positive impression during your stay. Your compliments regarding the quality and variety of our beverage program will certainly be shared with our Food & Beverage team. At the same time, we have taken note of your feedback regarding the room layout and workspace configuration. As a lifestyle-focused hotel located in the heart of Singapore’s shopping and entertainment district, some of our room categories are intentionally designed with a more contemporary and social concept in mind. Nevertheless, we appreciate your perspective and recognize that preferences may differ depending on the purpose of travel. We also acknowledge your comments regarding the accessibility flow to the Archive Club Lounge and appreciate your observations, as guest feedback plays an important role in helping us continuously improve the overall arrival and in-house experience. Thank you once again for your valued feedback. We hope to have the pleasure of welcoming you back again for another stay with us in the near future. Kind regards, Franck Loison General Manager Pullman Singapore Orchard

Dear Yanan, Thank you for your positive feedback regarding our location and sustainability program. I appreciate your observation about the water tap difficulty; I will ensure that our maintenance team is informed for further assessment. Your input is valuable in enhancing our guest experience. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Xin, Thank you for your kind words regarding our location and the attentive service provided by our staff particularly Cherry. We are pleased to hear that you had a great experience with us, and we appreciate your feedback. We look forward to welcoming you back in the future. We would be truly delighted if you would consider sharing your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Donghan, Thank you for sharing your feedback regarding the bottled water arrangement during your stay. Please allow us to clarify that all guestrooms are equipped with a filtered water system, and the reusable water bottles provided in the room are intended for refilling throughout the stay as part of our sustainability initiative. In addition, signage is placed at the bar counter within the room to inform guests of this initiative and the refillable water concept. Nevertheless, we sincerely apologize if this may not have been clearly noticed or communicated during your stay. If had we been informed of the concern at any point, our team would have been more than happy to assist and provide further clarification to ensure your comfort and convenience. Your feedback is greatly appreciated, and we seek for your kind understanding on this regard. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Jiaying, Thank you for your feedback regarding your recent stay. We sincerely apologise for the delays you experienced with our service, as well as the issues encountered with the television. Your comments are truly valuable to us as we continuously strive to enhance the guest experience. Please rest assured that we will conduct a further internal check into the delays mentioned to better understand what had occurred and to prevent a recurrence. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Heng, Thank you for sharing your feedback with us. We are truly sorry to learn that the condition of the bedding and the room setup did not meet your expectations. Please accept our sincere apologies for the discomfort caused by the smell from the blankets and pillows, as well as for the inconvenience regarding the room furniture arrangement. Your comments have been shared with our Housekeeping and relevant teams for immediate review and follow-up. We truly appreciate you bringing this to our attention, as it allows us the opportunity to improve. We hope to have the chance to welcome you again and provide you with a more comfortable experience. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Guanghao, Thank you for your kind words regarding your stay and our service. We appreciate your feedback about language support at the front desk and will take it into consideration as we strive to enhance our guest experience. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Haiyong, Thank you for your kind feedback regarding your recent stay with us. We are pleased to hear that you enjoyed the rich breakfast and had a positive experience overall. Your satisfaction is our priority, and we look forward to welcoming you back. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Qi, Thank you for your positive feedback regarding our location. We appreciate your comments about the breakfast area. During peak periods there may occasionally be a short wait while we prepare tables. We sincerely seek your kind understanding in such instances, as our team works to ensure that every guest is comfortably seated and able to enjoy their breakfast experience. Your feedback is greatly appreciated and will help us continue to review our operations to better manage peak periods and enhance the overall dining experience. We hope to have the opportunity to welcome you back again in the future. Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Xu, Thank you for your kind feedback regarding your stay. We are pleased to know that your son enjoys our hotel and that you found our breakfast and location convenient. We appreciate your suggestion for a QR code with local information, which will be taken into consideration for future enhancements. We would be truly delighted if you could share your positive experience on TripAdvisor. https://www.tripadvisor.com.sg/UserReviewEdit-g294265-d24…-Pullman_Singapore_Orchard-Singapore.html Best Regards, Jessie Lim Hotel Manager Pullman Singapore Orchard

Dear Xiaojuan, Thank you for sharing your feedback with us. We regret to learn that the room size and layout did not fully meet your expectations, and that you found the space to feel stuffy when the door was closed. Our rooms are designed with a modern concept, including floor-to-ceiling glass panels to maximise natural light and create a more open ambience. At the same time, we understand that comfort and ventilation are very important for a pleasant stay. Please be assured that all our rooms are equipped with a ventilation system designed to maintain a comfortable indoor environment. Nonetheless, I have shared your feedback with our engineering team for review as part of our ongoing efforts to enhance our guest experience. We truly appreciate your valuable feedback and hope to have the opportunity to welcome you again for a more comfortable stay. Best Regards, Rob McIntyre General Manager Pullman Singapore Orchard