Mövenpick Resort & Spa Bintan Lagoon (Opening October 2025) 5 つ星

Dear Guests, Thank you very much for taking the time to share such detailed and constructive feedback following your recent stay with us in Premium Suite 2703. Feedback of this quality and sincerity is extremely valuable to us as we continue refining both our facilities and service standards during this important opening phase. First and foremost, please accept my sincere apologies regarding the hot water issue in both the bathtub and shower. I fully understand how disappointing this must have been, especially after specifically selecting the suite for its large bathtub experience. This matter has been shared with our engineering team for immediate attention and corrective action. I would also like to apologise for the shortcomings during your room escort experience. While I truly appreciate the enthusiasm of our team members in trying to communicate in Japanese and create a personalised welcome, I completely understand and agree with your point that service quality, confidence, and accuracy must always come first. Your comments regarding staff training, communication standards, and overall guest guidance are extremely fair and appreciated, and they will be used constructively with our operational teams. At the same time, I am very pleased to know that you enjoyed many aspects of your stay, particularly the room design, Chocolate Hour experience, breakfast quality, pool bar hospitality, and the friendliness of our staff overall. Your detailed observations regarding the breakfast salad area, allergy-related labelling, towel collection points, and transportation coordination for Emerald guests are all highly relevant and genuinely helpful suggestions which will be reviewed carefully with the respective departments. As you rightly mentioned, some systems and operational flows are still being fine-tuned as part of our opening journey, but feedback such as yours plays an essential role in helping us improve quickly and meaningfully. For your next visit, please do not hesitate to contact me directly at ri… I would be personally delighted to oversee your stay and ensure that every comfort is properly arranged for you from arrival to departure. Thank you once again for your thoughtful feedback and support. We truly hope to have the pleasure of welcoming you back again soon for a much-improved experience. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your wonderful feedback. We’re truly delighted to hear that you had such a memorable experience with us, even during our soft opening phase. It is especially rewarding to know that you appreciated the hospitality, service, facilities, and activities throughout the resort. Your encouragement and support mean a great deal to all of us as we continue preparing for our grand opening. We very much look forward to welcoming you back again soon. Warm regards, Richard Margo General Manager

Dear Guests, Thank you for your kind feedback. We’re delighted to hear that you had a very pleasant stay and appreciated the friendliness of our team during your conference visit. We also value your constructive comment regarding the room outlet placement and understand the inconvenience this may have caused. Feedback such as yours is very helpful as we continue to improve our guest experience. We truly appreciate your support and hope to welcome you back again soon. Warm regards, Richard Margo General Manager

Dear Guest, Thank you for sharing your feedback following your recent stay with us. I am pleased to read that overall you enjoyed the hotel experience. Our Spa is currently not yet open due to some construction delays. I am pleased to share that it should be ready within the coming weeks, which will allow us to offer the full wellness experience our guests expect from a resort. Thank you as well for your interest in returning. As requested, a member of our team will contact you by email to share an update once all facilities are fully available. Warm regards, Richard Margo General Manager