Dear Mr Prabhat, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely,

Dear Mr K. Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. We have noted on your drainage problem and will certainly rectify it. I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Mr A., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely,

Dear Mrs. B., Thank you for sharing your feedback and for choosing to stay with us. We appreciate you bringing this matter to our attention. We are sorry to hear that you have not yet received the reward points for your stay. As you mentioned that two rooms were booked, we will investigate this matter with our team to verify the booking details and points eligibility. Should you require any further assistance, please feel free to contact us directly with your membership number and reservation details. We appreciate your patience and look forward to resolving this for you. Warm Regards, Hotel Management Grand Mercure Kuala Lumpur Bukit Bintang

Dear Ms. Yin, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed our spacious rooms, friendly service, and had a comfortable stay with us. We also appreciate your suggestion regarding the inclusion of alcoholic beverages as part of our welcome drink and evening lounge offerings. Please allow us to clarify that the welcome drink options may vary between Accor hotels and destinations. At present, alcoholic beverages are not included in our welcome drink selection. Nevertheless, we value your feedback and will take it into consideration as we continuously review our guest offerings. Thank you once again for your kind comments. We look forward to welcoming you back to Grand Mercure Kuala Lumpur for another pleasant stay in the near future. Warm regards, The Management Grand Mercure Kuala Lumpur Bukit Bintang

Dear Ms Charlotte, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely,

Dear Ms. Rachel, Thank you for sharing your feedback. We sincerely apologize for the disappointment and misunderstanding regarding your room arrangements during your return stay. Prior to your arrival, our team had indeed prepared upgraded rooms for your group and made every effort to accommodate your request for rooms on the same high floor. Unfortunately, two of the upgraded rooms that had been earmarked for your stay remained occupied as the current guest had extended their departure with a confirmed late check-out until 6:00 PM. This unexpected situation limited our ability to place all three rooms together as originally planned. That said, the receptionist you spoke with had arranged for all three rooms to be located on high floors and had upgraded one of the rooms to an Executive Room as a gesture for your return stay. We regret that our communication did not clearly convey these arrangements and that the interaction at the Front Desk left you feeling dismissed. This is certainly not the level of service we strive to provide. We understand how important it was for your group to stay close together, and we are sorry that we were unable to fully meet your expectations on this occasion. Your feedback has been shared with our team to reinforce the importance of clear communication and empathetic service recovery when unexpected operational challenges arise. Thank you again for bringing this matter to our attention. We hope you will consider giving us another opportunity in the future to provide you with the seamless and welcoming experience that we are known for. Warm Regards, Hotel Management Grand Mercure Bukit Bintang Kuala Lumpur

Dear Mr. A., Thank you for sharing your feedback with us. We are sorry to learn that your experience did not meet your expectations. Please accept our sincere apologies for the lack of a warm welcome upon arrival. Providing friendly and attentive service is a fundamental part of the guest experience we strive to deliver, and we regret that this was not reflected during your check-in. We also apologize for the confusion regarding your payment status. We understand how frustrating this can be after a long journey, and we will review this with our Front Office team to ensure reservation and payment details are communicated more confidently and accurately. Furthermore, we regret the inconvenience caused by the internet connection during your stay. Reliable Wi-Fi is essential for our guests, and we have shared your comments with our technical team for further investigation and improvement. Thank you for bringing these matters to our attention. Your feedback helps us identify areas where we can do better, and we hope to have the opportunity to welcome you back for a much-improved experience in the future. Warm regards, Sallynna Guest Service Manager

Dear Mr. Tae Y. K., Thank you for taking the time to share your detailed feedback following your stay with us. We are delighted to know that you enjoyed our convenient location and found your overall stay manageable despite some concerns. However, we sincerely apologize for the confusion and inconsistencies you experienced regarding your booking and Accor benefits. We regret any misunderstanding relating to the payment information displayed during the booking process. We understand how important clear communication is, and we will review this matter with the relevant teams to help prevent similar confusion in the future. We are also sorry for the disappointment regarding the welcome drink benefit. We would like to clarify that different hotels may offer different welcome drink selections. At the moment, beer is not included among the welcome drink options at our hotel. We apologize for any confusion caused and appreciate your understanding. Thank you as well for highlighting the soundproofing concerns. We appreciate your comments and will take them into consideration as we continue to improve our facilities. We value your feedback and hope to have the opportunity to welcome you back for a more seamless and enjoyable stay in the future. Warm regards, Sallynna Guest Service Manager

Dear Mr. Rohan, Thank you for sharing your feedback. We are delighted to hear that you enjoyed our great location and that many aspects of your stay met your expectations. However, we sincerely apologize for the inconvenience you experienced with the air conditioning during your six-night stay. We understand how important a comfortable room temperature is for a restful experience, and we regret that our efforts were unable to resolve the issue to your satisfaction despite multiple follow-ups from our engineering team. Your comments regarding the lack of flexibility in temperature control have been noted and shared with the relevant department for further review. We truly appreciate your feedback, as it helps us identify areas where we can improve. We hope to have the opportunity to welcome you back and provide you with a much more comfortable and enjoyable stay in the future. Warm regards, Sallynna Guest Service Manager

Dear Mr. Rakybul, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Warm Regards, Sallynna Guest Service Manager

Dear Mr A., Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. Rest assured, we have address this issues with the department concerned. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Ms N., Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short on the slice of cake. I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Mr. Izzat, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Warm Regards, Sallynna Guest Service Manager

Dear Mr Tze, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short on the cleaning of sheets and breakfast. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Mr. Tony, Thank you for sharing your feedback with us. We sincerely apologize that your experience did not meet your expectations. While we are pleased to hear that some of our receptionists were helpful and friendly, we regret that the welcome you received from certain team members appeared cold and unwelcoming. Providing warm and attentive hospitality is something we take seriously, and your comments will be shared with the Front Office team for further coaching and improvement. We are also very sorry to learn about the condition of your room upon arrival, including the missing lights, the water on the floor, and the inadequate lighting in the bathroom. Additionally, we apologize for the shortcomings in housekeeping, particularly the missing towels and the failure to replace used amenities during room servicing. This is certainly not the standard we strive to deliver. Furthermore, we regret that your experience in our restaurant and the public restroom facilities fell short of expectations. Your observations regarding service attentiveness and the lack of hand-drying amenities have been shared with the relevant department heads for immediate review and corrective action. We truly appreciate your candid feedback, as it helps us identify areas where we need to improve. We hope to have the opportunity to welcome you back in the future and provide you with a much better experience that reflects the standards we aim to uphold. Warm regards, Sallynna Guest Service Manager

Dear Ms. Ting, Thank you for sharing your feedback. We are glad to know that our location was convenient for your visit, especially with its proximity to KLCC and other nearby attractions. We sincerely apologize for your breakfast experience. We understand that the restaurant can become busy and noisy during peak periods, particularly when accommodating group arrivals. We are also sorry to hear that some of the food items did not meet your expectations in terms of freshness and variety. Your comments have been shared with our Culinary and Restaurant teams for review and improvement. We appreciate your valuable feedback and hope to have the opportunity to provide you with a better experience on your next stay. Warm regards, Sallynna Guest Service Manager

Dear Ms. Fatima, Thank you for taking the time to share your detailed feedback. We are pleased to hear that you found our location convenient for exploring Kuala Lumpur. However, I am truly sorry to learn that several aspects of your stay did not meet your expectations. Please accept our sincere apologies regarding the cleanliness concerns upon your arrival, particularly the condition of the bathroom. This is certainly not reflective of our housekeeping standards. We are equally concerned to hear that essential in-room amenities were not consistently replenished and that your requests for hand soap and body lotion were not attended to promptly. Your comments have been shared with our Housekeeping team for immediate review and corrective action. We also regret that our fitness centre and swimming pool facilities did not meet your expectations. Guest feedback is invaluable in helping us identify areas where improvements can be made, and your observations will be taken into consideration as we continue to enhance our facilities and services. Additionally, I am sorry that some of your interactions with our Front Office team appeared indifferent. Providing warm and attentive service is a priority for us, and we will reinforce this with our team. At the same time, we are pleased to know that the gentleman who assisted with your check-in, as well as our female team members, left a positive impression through their friendly and efficient service. Thank you once again for bringing these matters to our attention. We appreciate your valuable feedback and hope to have the opportunity to welcome you back for a much-improved experience in the future. Warm regards, Sallynna Guest Service Manager

Dear Dato' T., Thank you for sharing your experience with us! We are delighted to hear that our reception team made such a positive impression during your stay Your kind recognition means a lot to our team, and we will be sure to share your compliments with her. We look forward to welcoming you back to Grand Mercure Kuala Lumpur Bukit Bintang for another enjoyable stay soon. Warm regards, Sallynna Guest Service Manager