Dear Guests, Thank you for your lovely feedback! We are delighted that you enjoyed your stay and appreciated the cleanliness and comfort of our resort. It is particularly rewarding to hear that the politeness, friendliness and helpfulness of our Heartists® made such a positive impression. Genuine hospitality is at the heart of everything we do, and I will be delighted to share your kind words with the entire team. Thank you again for choosing Mövenpick Bintan. We sincerely look forward to welcoming you back for another wonderful stay! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful feedback! We are delighted that you enjoyed such a comfortable stay and appreciated the variety of amenities and facilities available throughout our resort. Your comment that you never felt the need to leave the property is a particularly lovely compliment! Our ambition is precisely to create a destination where guests can relax, explore, enjoy great food and activities, and simply make the most of their time together. I am equally pleased that our Heartists® contributed to making your stay so enjoyable. We look forward to welcoming you back to Mövenpick Bintan for another memorable getaway! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you enjoyed our rooms, facilities and dining experiences, but sincerely regret that two technical issues affected an otherwise lovely stay. Being repeatedly woken during the night by a malfunctioning television is certainly unacceptable, particularly on the final night of your holiday. Please accept my apologies for the disruption to your sleep. Although our team eventually resolved the issue, I fully appreciate that this did little to restore your night's rest. Regarding the Wi-Fi, I would like to provide some context. During your stay, both Bintan and Batam experienced a major island-wide power disruption, requiring operations to rely on backup generators. The subsequent transitions between generator and public power supplies caused temporary fluctuations in internet connectivity, including interruptions affecting both of our internet service providers. Our IT team has confirmed that these interruptions were limited, with connectivity otherwise operating normally. Nevertheless, I understand how frustrating any interruption can be, particularly when you are relying on a stable connection. Island life certainly has its charms, although occasional infrastructure challenges are rather less charming! Thank you again for your balanced feedback and for recognising the many aspects of our resort that you enjoyed. We sincerely hope to welcome you back for another relaxing stay, without any unwanted interruptions, especially to your sleep! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you and your family enjoyed a comfortable stay and appreciated the friendliness of our Heartists®. I also appreciate your comments regarding our baby facilities. Travelling with a little one requires extra comfort and convenience, and I understand that the low position of the baby cot made it less practical to use. Your observation is helpful as we review the equipment provided for our youngest guests. I am particularly sorry that the bottle warmer was not as clean as it should have been. This certainly falls short of our hygiene standards. Your comments regarding the cleanliness of the children's pool will also be shared with our Recreation and Engineering teams for their attention. Thank you again for your constructive feedback. We are delighted that your overall experience was pleasant and hope to welcome your family back for an even more enjoyable stay. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am delighted that you and your family enjoyed a relaxing retreat at Mövenpick Bintan. I also appreciate your comments regarding our dining options. While international favourites such as pizzas, burgers and pastas remain popular with many guests, I fully understand your preference for a wider selection of local Indonesian dishes. After all, discovering the flavours of a destination is an important part of the holiday experience! I will gladly share your suggestion with our Executive Chef and culinary team as we continue to review and develop our menus. Thank you again for choosing our resort. We sincerely look forward to welcoming your family back for another enjoyable getaway, hopefully with even more local flavours to discover! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share such a detailed and constructive review. I am delighted that you enjoyed your Executive Suite, the many recreational facilities, our daily Chocolate Hour and the Executive Lounge. It is particularly pleasing to know that these became part of your daily routine! I am equally happy that you appreciated the variety of our dining experiences, the relaxing treatments at Shantara Spa and, above all, the genuine warmth of our Heartists®. A special thank you for recognising Haiqal, Mega and our Executive Lounge team. I am also pleased that our colleagues handled the food incident professionally and that our Engineering team responded promptly to the issues in your suite. Your observations regarding maintenance and cleanliness are well received. The condition of our recreational equipment, board games and swimming pools deserves consistent attention, and I will ensure that the relevant teams review these points. The slippery tiles you mentioned will also be brought to our Engineering team's attention. I appreciate your comments regarding our Japanese cuisine and will share them with our culinary team. Authenticity and consistency are important, particularly in a restaurant such as Yokatta. I am more concerned by the incomplete information provided during check-in. Our colleagues should have clearly explained your Executive Lounge privileges and provided accurate restaurant availability information. These are essential elements of a proper welcome, and I apologise that we fell short. Your feedback regarding the Emerald Class departure arrangements is equally useful and will be reviewed with our transportation team to see how we can better assist guests with their luggage and ferry procedures. What I particularly appreciate about your review is that, while you clearly enjoyed your holiday, you have also taken the time to identify areas where we can improve. Such feedback is genuinely valuable to us. Thank you for your recommendation and for considering another visit. We would be delighted to welcome you back to enjoy our golf courses and discover more of our sporting facilities as the resort continues to develop. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you appreciated the cleanliness of our rooms, the friendliness of our team and the relaxing atmosphere of our resort. Please accept my apologies for the presence of flies during breakfast. Being surrounded by tropical gardens presents certain challenges, but we recognise the importance of maintaining a comfortable and hygienic dining environment. Your comments have been shared with our F&B team for additional attention and preventive measures. Regarding transportation, while we provide complimentary transfers between the ferry terminal and our resort, transportation to other hotels and destinations around Bintan is not included in our services. However, taxis and Grab services are available, and our team is always happy to assist guests with their transportation arrangements. Thank you again for your observations. We hope to have the pleasure of welcoming you back for another relaxing getaway. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share your feedback. While I am pleased that you appreciated our facilities, I sincerely regret that the level of service you experienced did not meet your expectations. You are absolutely right that every guest deserves attentive and personalised service, regardless of how busy the resort may be. Having your table reassigned during breakfast, not receiving a water refill despite the restaurant being relatively quiet in your area, and seeing used dishes left unattended after Chocolate Hour are certainly not the standards we strive to deliver. High occupancy can place additional pressure on our teams, but it should never become an excuse for overlooking the small details that make a genuine difference to our guests' experience. I will share your observations with our Food & Beverage management team, particularly regarding service attentiveness, table management and the timely clearing of public areas. Thank you also for your understanding as we continue completing certain areas of the resort. Your constructive feedback is valuable in helping us improve both our facilities and, more importantly, the consistency of our service. I sincerely hope we will have the opportunity to welcome you back and provide the attentive and relaxing experience you rightly expected. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you enjoyed much of your stay, but I sincerely regret that your experience was overshadowed by the discovery of a cockroach in your room. Please accept my apologies, particularly to your wife, for what must have been a very unpleasant and distressing experience. While our tropical surroundings require continuous pest prevention and treatment, the presence of a cockroach inside a guest room is certainly unacceptable and falls short of our hygiene and cleanliness standards. I understand that you brought this matter to our attention upon departure and that our Assistant Front Office Manager personally met with you to apologise and arrange a private transfer to the ferry terminal as a gesture of goodwill. Nevertheless, I fully appreciate that this cannot undo the discomfort you experienced. Your feedback has been shared with our Housekeeping and Pest Control teams for further inspection and preventive action. I am equally sorry that the quality of your dining experience did not remain consistent. Your comments regarding the seasoning and flavour of the squid and fried rice have been shared with our Executive Chef for review. Every dish should meet the same quality standards, regardless of when it is ordered. Thank you again for bringing these concerns to our attention. I sincerely regret that the final part of your stay left such a disappointing impression, and I hope we will have another opportunity to restore your confidence in our resort. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely feedback! I am delighted that you enjoyed such a relaxing and comfortable holiday at Mövenpick Bintan. It is particularly rewarding to hear that the warmth, friendliness and attentiveness of our Heartists® made such a positive impression throughout your stay. Their genuine smiles and willingness to help are at the heart of the hospitality we strive to deliver. I am equally pleased that you enjoyed our dining experiences, including Soñada Beach Club, and appreciated both the quality of our cuisine and the service provided by our restaurant teams. Knowing that you are already looking forward to returning is a wonderful compliment for all of us! Thank you again for choosing our resort. We sincerely look forward to welcoming you back for another memorable and relaxing getaway. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you enjoyed the comfort of our rooms and the variety and quality of our dining offerings, although I regret that the sound insulation did not fully meet your expectations. Regarding your invoice, I have personally reviewed the circumstances with our Front Office team and can confirm that this was an unfortunate oversight during the checkout process. You were informed that your invoice would be emailed following your departure on 6 October, and it should indeed have been sent promptly. Unfortunately, this was missed. Following your review on 13 October, our team sent the invoice to your email address on the morning of 14 October, together with an apology. I fully understand your frustration, particularly as you had charged expenses to your room expecting to receive a consolidated statement. This is a perfectly reasonable expectation, and I sincerely apologise that we failed to deliver on our commitment. Your feedback has been addressed with our Front Office management to reinforce the importance of completing these essential follow-up procedures. Thank you again for staying with us. I hope that, despite this administrative oversight, you will retain some pleasant memories of your visit and consider returning in the future. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share such a detailed and thoughtful review. I am delighted that your family enjoyed a relaxing anniversary getaway and, above all, that the genuine warmth and attentiveness of our Heartists® made such a lasting impression. Your comments about our service are particularly rewarding. Knowing that you felt so well cared for throughout your stay, from your arrival at the ferry terminal to your dining experiences and departure, is a wonderful compliment to our team. A special thank you for recognising Hafizah and her assistance at Reception. I am equally pleased that you appreciated the anniversary decorations and thoughtful gestures prepared by our colleagues. However, I sincerely apologise that you found an insect on the celebration cake. This is certainly disappointing, particularly for such a special occasion, and I will share your observation with our culinary team. Your comments regarding bathroom ventilation and the condition of certain arcade games are also well received and will be reviewed with our Engineering and Recreation teams. I am particularly grateful that you highlighted the loose metal covers near the water slides. Guest safety is an absolute priority, and your observation deserves immediate attention. I will ensure that our Engineering and Recreation teams inspect the area and address any potential hazards. What I appreciate most about your review is the balance between your generous recognition of our people and your constructive suggestions for improvement. Both are extremely valuable as we continue developing and refining the resort. Thank you again for choosing Mövenpick Bintan for your anniversary celebration. I am delighted that you returned home feeling relaxed and recharged, and we sincerely look forward to welcoming your family back for another memorable holiday! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. I am pleased that you and your family enjoyed a comfortable stay and are already looking forward to returning to Mövenpick Bintan. I fully understand your comments regarding breakfast, particularly during periods of high occupancy when our restaurant can become rather busy. While we would certainly like to offer breakfast in our Executive Lounge, this service is not yet available due to certain technical constraints. In the meantime, Port 19 remains our main breakfast venue, offering the complete Mövenpick breakfast experience with its extensive selection of international and local favourites. Nevertheless, I appreciate that a quieter alternative would be particularly welcome for our Executive Suite guests. I am delighted that you enjoyed our signature Chocolate Hour and appreciated the more relaxed experience offered in the Executive Lounge. Thank you again for your constructive comments and for your continued confidence in our resort. We sincerely look forward to welcoming your family back for another enjoyable stay! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful feedback! I am delighted that you enjoyed your stay at Mövenpick Bintan and particularly appreciated our beachfront, recreational facilities and the warm hospitality of our Heartists®. A very special thank you for recognising Hafizh and his attentive service from arrival to departure. I am pleased that he introduced you to the ALL Accor+ programme, allowing you to enjoy additional benefits and savings during your holiday. I will be delighted to share your kind words with him. It is also lovely to hear that you enjoyed our signature Chocolate Hour. A little daily indulgence is, after all, part of the Mövenpick experience! Thank you again for choosing our resort. We sincerely look forward to welcoming you back, hopefully for a longer stay next time! Warm regards, Richard Margo General Manager