Dear Guests, Thank you for sharing your experience. We are delighted that you enjoyed the beauty of the resort and, above all, the outstanding service and attention from our Heartists®. Your recognition of our team means a great deal to us. We are sorry, however, that the landscaping equipment disturbed the peaceful atmosphere during your stay. Maintaining our extensive tropical gardens is naturally an ongoing task, but we fully appreciate that the timing and duration of such work should be managed carefully to minimize disturbance to our guests. Your feedback has been shared with the relevant team. Thank you again for your constructive comments, and we hope to have the pleasure of welcoming you back to Bintan. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are pleased that you found your stay comfortable, although we regret that the private events taking place during your visit impacted your overall experience and limited access to some of our outlets at certain times. Regarding the complimentary room upgrade included in your package, as you correctly mentioned, this benefit is subject to availability and therefore cannot be guaranteed. We understand that this can nevertheless be disappointing when an upgrade is hoped for but unavailable, particularly during busy periods. We appreciate your candid comments and will also share your feedback regarding the way this benefit is communicated with our travel partner, so that expectations are as clear as possible before arrival. We hope to have the opportunity to welcome you back for a more seamless experience in the future. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your lovely feedback. We are especially pleased that the genuine smiles, greetings and warmth of our Heartists® made you feel so welcome and well cared for throughout your stay. While we continue completing and refining the remaining areas of the resort, we are delighted that there was already more than enough to keep you busy! It sounds like our Recreation Village was a particular success if it managed to keep you entertained for more than half a day. There is still more to come, and we hope you will return to discover it on another weekend getaway soon. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review! We are delighted to know that you had such an enjoyable time with us and that everything from our team and facilities to the atmosphere and food contributed to a memorable stay. Even better is knowing that you are already planning to come back! We will be very happy to welcome you again and hopefully make your next visit just as enjoyable. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review! We are delighted that you had such an enjoyable stay and appreciated both our newly renovated facilities and the warm hospitality of our team. We look forward to welcoming you back for another amazing stay in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review! We are delighted that you enjoyed the comfort of your room and bed, our facilities and food, and especially the friendliness of our team. It is particularly lovely to hear that you will be sharing your experience with friends back in Ireland. Knowing that your stay with us also left you with such a positive impression of Indonesia makes your comments even more special. We hope to welcome you back to Bintan one day — perhaps together with some of those friends from Ireland! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are pleased that your team enjoyed most aspects of your business stay with us and that you found our team friendly and welcoming. At the same time, we appreciate your candid comments regarding professionalism and efficiency. There is clearly room for us to improve, and continued training and development of our team remains an important priority. Thank you for helping us identify where we can do better, and we hope to welcome you and your colleagues back for an even smoother experience in the future. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are delighted that you enjoyed our family facilities and that our breakfast buffet exceeded your expectations. We sincerely apologize, however, for the issues you encountered at the Recreation Village and in your room. Your concerns regarding the exposed electrical box and open manhole are particularly serious, and we are very sorry that they were not addressed promptly after you reported them. This is clearly not the standard we expect. We equally regret the unpleasant drainage smell in your bathroom. Thank you for bringing these matters to our attention. They have been shared with our Engineering and operational teams for the necessary follow-up. We appreciate your otherwise very positive assessment of the resort and hope to welcome your family back for an even better experience next time. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are pleased that you enjoyed your stay and appreciated the design of the resort. We sincerely apologize for the confusion regarding the use of your ALL Reward points. One of our team members mistakenly processed the redemption at check-in before it was identified that Reward points could not be used in conjunction with your Accor Plus Stay Plus booking. We regret the inconvenience and unnecessary confusion this caused. I am pleased to confirm that the points have since been returned to your ALL membership account. We have also reviewed the matter with our Front Office team to ensure the applicable procedures are clearly understood going forward. We hope to have the pleasure of welcoming you back for an even smoother experience next time. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share such detailed feedback. I am genuinely sorry that your stay left you with such a disappointing impression, and there are several points where we clearly should have done better. As an ALL Platinum member, you should have received a warmer and more attentive arrival experience. My Executive Assistant Manager, who was in charge in my absence, was unfortunately engaged elsewhere at the time and was unable to welcome you personally, for which I apologize. Regarding your room upgrade, I would however like to clarify the situation. An upgrade to Premium Terrace Garden was offered, with a Hollywood bed arrangement as only twin rooms remained available, but this option was declined. The next category, Premium Terrace Ocean View, was fully occupied. An Executive Suite is outside the complimentary upgrade entitlement, but was nevertheless offered to you at a special upgrade rate, which you chose not to take. I therefore regret that this was perceived as management being unwilling to make an effort for a loyal guest. There are also a few other points I would like to clarify. Male and female changing rooms with shower facilities are available adjacent to our Fitness Centre. We do not advertise a sauna or steam room outside Shantara Spa. Regarding construction, while some remaining works continue as we complete the resort, there is no ongoing construction throughout the property from morning until evening, although I am sorry if works taking place during your stay disturbed you. We have also noted your comments regarding Wi-Fi and the wet corridors during periods of heavy rain for further review. On other matters, however, there is no qualification to make. I personally reviewed the CCTV footage following your comments regarding Klon Thong Deli, and you were indeed left for approximately 15 minutes without being approached despite the outlet being quiet. This was unacceptable, and I sincerely apologize. I also apologize for the service inconsistencies you experienced in our restaurants and the lack of coordination regarding your billing at Port 19. These are basic service standards that should have been handled considerably better. I was surprised by your comments regarding our location. Mövenpick Bintan is a beachfront resort set within the Bintan Resorts area rather than a city hotel, and its location is clearly shown on our own website as well as on the major booking platforms. For any future destination, I would respectfully recommend checking the location beforehand when proximity to a town or city is an important part of the stay. Finally, I regret that references to our soft-opening period were used by some colleagues as an explanation for shortcomings. At this stage of our journey, this should not be presented to guests as an excuse for poor service. While I do not necessarily share every assessment made in your review, I fully accept that several aspects of your experience fell below the standards we expect of ourselves. For those shortcomings, you have my sincere apologies, and your detailed comments have been reviewed with the respective teams. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely review! We are delighted that you enjoyed the cleanliness and comfort of your room, the relaxing atmosphere of the resort and, above all, the friendliness and helpfulness of our team.It is wonderful to know that Mövenpick Bintan provided the peaceful getaway you were looking for. We are especially pleased to hear that you would love to return, and we look forward to welcoming you back for another relaxing stay very soon! Warm regards, Richard Margo General Manager

Dear Guests, Thank you very much for such a wonderful review. We are delighted that you enjoyed the peaceful atmosphere of the resort, the comfort of your room, our food and cocktails, and especially the warm service from our team. Knowing that one of our colleagues remembered your names is particularly lovely to hear — these small, genuine touches are exactly what hospitality should be about. The fact that you did not want to leave after your last breakfast is perhaps the nicest compliment we could receive! 😊 We very much look forward to welcoming you back to Mövenpick Bintan for another relaxing stay. Warm regards, Richard Margo

Dear Guests, Thank you for sharing your feedback. We are delighted that you appreciated the warm welcome from our Reception team, the helpfulness of our Room Service and Restaurant colleagues, and the cleanliness throughout the hotel. We are sorry, however, that the air conditioning in your room was slow to respond and did not maintain the temperature as expected. Thank you for bringing this to our team’s attention during your stay, allowing us the opportunity to investigate. We appreciate your comments and hope to welcome you back for an even more comfortable stay in Bintan. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review! We are delighted that you were so satisfied with your stay and that our team was able to accommodate the requests you shared with us before your arrival. It is lovely to hear that you enjoyed the atmosphere and design of the resort, particularly our lobby, and that our breakfast selection was a highlight of your stay. Thank you also for your constructive comment regarding the seasoning of our Indonesian dishes. I will be pleased to share this with our Culinary team as we continue refining our offerings. Above all, thank you for your kind words about our team. We look forward to welcoming you back for another wonderful stay in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely review! We are delighted that you enjoyed the warm hospitality of our team and had the opportunity to experience our new Shantara Spa. We are sorry, however, that your dining experience at Yokatta Izakaya & Bar did not meet your expectations. Your feedback is appreciated and will be shared with our Culinary and Food & Beverage teams as we continue to refine the quality and consistency of our offerings. Thank you again for staying with us, and we hope to welcome you back for another enjoyable Bintan getaway. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback following your first visit to Mövenpick Bintan. We are pleased that you appreciated the friendliness of our team and enjoyed our dining and spa experiences. We are sorry, however, that the upgraded room did not fully meet your expectations. A faulty toilet door and inconsistent air-conditioning are certainly not the experience we intended to provide, and your comments will be followed up with our Engineering team. Thank you for your understanding during what was a particularly busy weekend. We are delighted that you would consider returning and hope to welcome you back for an even more comfortable and enjoyable stay. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely review! We are delighted that your family enjoyed such a memorable weekend with us and that our team helped make your sister’s birthday celebration extra special. Thank you for recognising our Reservations and Breakfast teams, as well as our colleagues assisting you through WhatsApp. It is wonderful to hear that your requests were handled with such care throughout your stay. A special thank you also for mentioning Wina and, of course, Gio-Gio the monkey! We are pleased that the little farewell gesture for your nephew added another happy moment to your family getaway. We look forward to welcoming you all back for many more wonderful family celebrations in Bintan! Warm regards, Richard Margo General Manager