Dear Guests, Thank you for taking the time to share your detailed and constructive feedback. I am pleased that you and your family enjoyed your stay overall, particularly the comfort of your room, our extensive breakfast buffet and the friendliness of our Heartists®. Please accept my apologies for the shortcomings you experienced, particularly the delays in housekeeping, the service at our Recreation Village Sports Lounge and your observations regarding the swimming pool water quality. These are all matters that deserve our attention, and your comments have been shared with the respective teams for review and improvement. Regarding the water tap and balcony lighting in your room, our Engineering team has investigated both issues. The lighting problem has been resolved, while further checks are being conducted to identify the cause of the tap malfunction and implement the appropriate corrective measures. I regret the inconvenience caused. I am particularly sorry to hear about the insect bites your daughter experienced. I understand how unpleasant and concerning this must have been. While there is no evidence of bedbugs, our tropical beachfront environment does occasionally expose guests to sandflies and other small biting insects, particularly in outdoor areas. Our Recreation and Pest Control teams have been alerted and are reviewing additional preventive treatments. Naturally, we take such reports seriously and continue doing everything reasonably possible to minimise these occurrences. Thank you again for your balanced feedback and for recognising the many positive aspects of your stay. We are continuously refining our operations and facilities, and your observations help us identify where further attention is needed. We sincerely hope to welcome your family back for an even more comfortable and enjoyable getaway in Bintan. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for choosing to stay with us again! There is no greater compliment than welcoming returning guests, and we are delighted that your second visit was another enjoyable experience. It is particularly rewarding to hear that you noticed improvements in both our buffet selection and our signature Chocolate Hour. We have been working hard to refine these experiences, so your recognition means a great deal to our Culinary and F&B teams. I am equally pleased that our Heartists® remained friendly and helpful despite the particularly busy period, with the Bintan Triathlon and a conference taking place simultaneously. Thank you again for your continued support. We look forward to welcoming you back for a third visit, with hopefully even more improvements to discover! Warm regards, Richard Margo General Manager

Dear Mr. M., Thank you for taking the time to share your experience. I am genuinely sorry that your stay at Mövenpick Bintan was so disappointing, particularly given your previous positive experience with our brand in Geneva. Having personally reviewed your comments with my management team, I can understand how a succession of frustrating experiences, especially during such a short stay, left you feeling overlooked and poorly cared for. This is certainly not the impression we wish to leave with any of our guests. Firstly, please accept my apologies for the flying ants discovered in your original room. While our tropical surroundings occasionally present such challenges, your accommodation should have been thoroughly checked and prepared before your arrival. I understand that our team arranged a room change, but this should not have been necessary in the first place. I also apologise for the delayed response to your transportation enquiry. Your request concerned a transfer from a different arrival terminal, which required additional arrangements, but there is no justification for leaving your message unanswered until the following morning. This was a clear communication failure on our part. Regarding dining, I fully acknowledge your frustration. Our Sports Lounge currently operates with an earlier last-order time than some of our other restaurants, and the initial incorrect information you received at Soñada Beach Club only added to an already disappointing evening. Although our team subsequently clarified the situation and accommodated your dinner, this confusion should never have occurred. I am equally sorry that the quality of your meal did not meet expectations. I have discussed your comments directly with our Executive Chef, who has already reinforced the necessary preparation and quality checks with his team. We are also reviewing our restaurant operating schedules to provide guests with greater dining flexibility, particularly during the evening. As for our Shantara Spa, treatments are in high demand and appointments are allocated on a first-come, first-served basis. Unfortunately, this means that we cannot always accommodate requests at short notice, particularly when guests have limited availability. I regret that we could not arrange a suitable appointment during your visit. I am pleased that you enjoyed our breakfast, although I recognise that this was far from enough to compensate for your overall experience. What concerns me most is your feeling that you were not important to us. While the individual incidents have their explanations, the combined experience was clearly below the standards we strive to deliver. My team and I have taken your feedback seriously, and several of the shortcomings you highlighted are already being addressed. I sincerely regret that we failed to meet the expectations you rightly associate with Mövenpick, and I hope that this experience will not permanently change your confidence in our brand. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely feedback! We are delighted that you enjoyed the spacious surroundings of our resort, the comfort of our newly renovated rooms and the convenience of direct beach access. With so many recreational activities and facilities spread across the property, we hope you had plenty of opportunities to explore and enjoy everything Mövenpick Bintan has to offer. We look forward to welcoming you back for another relaxing and fun-filled getaway, with even more experiences to discover! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your experience with us. I am delighted that the friendliness and genuine hospitality of our Heartists® made such a positive impression during your stay. A special thank you for recognising Ijal from our Recreation team, who assisted you following your cycling incident. I hope you have fully recovered, and I will certainly share your kind words with him. It is reassuring to know that our team was there when you needed assistance. I also appreciate your constructive observations regarding our facilities. While some areas of the resort are still undergoing development and enhancement, the plumbing issues you described and, particularly, any exposed electrical wiring deserve immediate attention. I have shared these concerns with our Engineering team for inspection and appropriate corrective action. Guest safety and comfort must always remain our priorities. Regarding the Spa, I understand your disappointment at being unable to secure an appointment. Our Shantara Spa is operated by an independent specialist, and appointments are allocated on a first-come, first-served basis. Demand can be particularly high during busy periods, and we are discussing with the operator how availability might be better aligned with guest demand. In the meantime, we recommend arranging treatments as early as possible, preferably before arrival. Thank you again for your balanced feedback and for recognising the dedication of our local team. We look forward to welcoming you back to discover further improvements across the resort. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share such detailed and constructive feedback. I am pleased that your family enjoyed the comfort of our rooms, the extensive breakfast selection and, particularly, our beach, which your little one clearly appreciated! I am, however, genuinely sorry that certain aspects of your experience fell short of expectations, especially as this was a special Children's Day getaway. Regarding the Kids Club, I fully understand your child's disappointment. Our investigation confirmed that the Sponge Stamp activity was temporarily paused due to limited participation but resumed later within its scheduled time. Unfortunately, this was not properly communicated to you. Activities advertised within a particular time slot should remain available to interested children, and our team should certainly have informed you when the session resumed. We are reinforcing our communication and activity management procedures to prevent similar situations. Your comments regarding damaged or incomplete toys are equally justified. These have since been removed and replaced, and we have allocated a monthly budget for ongoing toy replenishment. As for the arcade games, their number is unfortunately limited by the available space, and we cannot accommodate every child simultaneously during busy periods. Access is therefore on a first-come, first-served basis, and we appreciate everyone's patience and consideration for other young guests. Nevertheless, all machines should be fully operational. Daily inspections are being conducted, and we are introducing additional board games to provide alternative entertainment while the arcade machines are occupied. Regarding our Spa, it is operated by an independent specialist, which explains why its services are not directly integrated into our hotel website. However, Spa information is available through our in-room IPTV system, under the Activities and Entertainment section. That said, your broader observation about having to navigate multiple QR codes and websites is very relevant. Guest information should be easy to find, and we will review how we can make access to our activities, schedules and services more convenient. Finally, please accept my apologies for the frustrating delay when purchasing an ice cream at the Recreation Village, particularly when you were rushing to catch your ferry transfer. While a system malfunction caused the delay, our team should have handled such a simple transaction more efficiently. Thank you again for your balanced feedback. We are delighted that you enjoyed many aspects of your stay, and I sincerely hope we will have the opportunity to welcome your family back for an experience that is even more enjoyable for your little one. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful feedback! We are delighted that Mövenpick Bintan provided such a lovely setting for your family gathering and that you enjoyed spending precious time together. It is particularly rewarding to hear that you appreciated our comfortable rooms, extensive facilities and the variety of international cuisines available throughout the resort. You are absolutely right that we continue to introduce new facilities and experiences, so there will be even more to discover on your next visit! Thank you again for choosing to celebrate family time with us. We look forward to welcoming you all back for another memorable gathering in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review! We are delighted that you and your family had such an enjoyable stay with us. A special thank you for recognising Gracelda for your warm welcome and Arya for making your buggy rides around the resort so enjoyable. We are equally pleased that you appreciated the service at Port 19 and the dining experience at Yokatta. I will be delighted to share your compliments with all the teams involved. It is particularly rewarding to hear that our resort proved to be such a great destination for your young children. Creating memorable family experiences is very much at the heart of what we do. Thank you also for your confidence in our ability to deliver the same experience during busier periods. We certainly look forward to welcoming your family back soon! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for taking the time to share your feedback. I am pleased that you appreciated the comfort of our rooms and beds, as well as the extensive renovations undertaken throughout the resort. I am, however, sorry to hear that our dining experience fell short of your expectations. Your comments regarding inaccurate or incomplete menu descriptions are particularly concerning. Guests should be able to rely on clear and accurate information about the ingredients in their dishes, especially when seeking clarification from our service team. I have shared your observations with our Executive Chef and F&B management for review, including the need to reinforce product knowledge among our Heartists®. Regarding our sporting facilities, I would like to offer some clarification. While certain areas of the resort are still being developed, we already offer a substantial range of recreational activities, including kayaking, stand-up paddleboarding, tennis, table tennis, beach volleyball, beach soccer, cycling, daily wellness classes, water sports, a 24-hour Fitness Centre and access to our two 18-hole golf courses. Nevertheless, I appreciate that some of the facilities you were hoping to enjoy may not yet have been available, and I regret your disappointment. We continue to develop and enhance our recreational offering as the resort progresses. Thank you again for your constructive feedback. We recognise that beautiful surroundings and comfortable accommodation must be complemented by consistently enjoyable dining and recreational experiences. I sincerely hope we will have the opportunity to welcome you back and provide a more satisfying experience on your next visit. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely feedback! We are delighted that you enjoyed your short getaway with us and appreciated the comfort and upkeep of our rooms. It is especially rewarding to hear that the kindness and friendliness of our Heartists® contributed to making your stay so enjoyable. We hope your next visit will be a little longer, giving you even more time to discover everything our resort has to offer! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful review, and a belated happy birthday! We are delighted that you chose Mövenpick Bintan for your special celebration and that your getaway was both relaxing and memorable. A very special thank you for recognising Priscilla and Michelle, whose warmth and attentive assistance helped make your stay so enjoyable. We are equally pleased that our breakfast team surprised you with a birthday song — these are exactly the little moments we love creating for our guests! Your kind words about our In-House Dining and Housekeeping teams are also greatly appreciated, and I will be delighted to share your compliments with everyone involved. We hope to welcome you back for many more wonderful moments and celebrations in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely feedback! We are delighted that you enjoyed such a comfortable and relaxing stay with us. It is wonderful to hear that you appreciated our swimming pools, peaceful surroundings and, above all, the friendliness and helpfulness of our Heartists®. Creating an atmosphere where our guests can truly unwind is exactly what we aim for. We look forward to welcoming you back for another relaxing getaway in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are delighted that you appreciated the design of our resort and, above all, the friendliness and dedication of our team. The Children's Day long weekend was indeed a particularly busy period, and while our Heartists® worked hard to accommodate everyone, we recognise that service can become more challenging during peak occupancy. Clear communication and attentive service remain essential, regardless of how busy we are, and your observations are appreciated. I am especially pleased that our team was able to recover the experience and leave you with an overall positive impression. Thank you again for your understanding and encouragement. We look forward to welcoming you back for another enjoyable stay in Bintan! 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, particularly, the genuine warmth and hospitality of our team. A very special thank you for recognising Dhea, whose professionalism and thoughtful attention during both check-in and check-out clearly made a difference. Ensuring that our loyal ALL members feel valued and that their benefits are properly recognised is especially important to us, and I am pleased that she made your experience so seamless. Your kind words about Siti, Radyo, Eka, our buggy drivers and the many other Heartists® who contributed to your stay are equally appreciated. I will be delighted to share your compliments with everyone involved. We look forward to welcoming you back for another memorable stay in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your feedback. We are pleased that you had an overall pleasant stay with us. Please accept my sincere apologies for the bathroom drainage issue you experienced. Water accumulating and overflowing onto the bathroom floor is certainly not acceptable, and I regret the inconvenience this caused during your stay. Your comments have been shared with our Engineering team for inspection and corrective action. We appreciate you bringing this to our attention, as it helps us address such issues and ensure a more comfortable experience for our guests. Thank you again for your constructive feedback, and we hope to welcome you back for an even better stay in the future. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely review! We are delighted that you enjoyed a comfortable and relaxing stay and that our service made the experience seamless from start to finish. It is also wonderful to hear that you made good use of our swimming pools and Fitness Centre during your time with us. We look forward to welcoming you back for another relaxing getaway in Bintan! Warm regards, Richard Margo General Manager

Dear Guests, Thank you for sharing your experience. We are delighted that you enjoyed our bright and comfortable rooms, the variety of facilities and dining options, and particularly the dedicated kids’ breakfast corner. We sincerely apologize, however, for the cockroach found in your room. While we are surrounded by a tropical environment, this is certainly not something we want our guests to encounter inside their accommodation. We also regret the musty smell you noticed in the bathroom, and both comments have been shared with our Housekeeping and Engineering teams. Thank you as well for your suggestion regarding greater rotation of the children’s breakfast selection. We appreciate the feedback and will share it with our Culinary team. We are pleased that, despite these points, you enjoyed a comfortable and relaxing stay, and we hope to welcome your family back again soon. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your lovely review! We are delighted that you enjoyed a comfortable and cozy stay and particularly appreciated the helpfulness and politeness of our team. It is wonderful to know that you enjoyed your time with us, and we look forward to welcoming you back to Mövenpick Bintan again soon! Warm regards, Richard Margo General Manager