Dear Mrs. M. Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you found your stay comfortable. We also appreciate your suggestion regarding the mineral water allocation. We understand that having sufficient drinking water is important for our guests’ comfort, and we regret that the four bottles provided per day did not meet your preference. Your feedback has been noted and will be shared with the relevant team for consideration as we continuously strive to enhance our guests’ experience. We truly appreciate your valuable feedback and look forward to welcoming you back for an even more comfortable stay in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Sagitalia G., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found your room clean and warm overall, and that you had a pleasant stay with us. However, we sincerely apologize for the inconvenience caused by the glass not being properly cleaned and the kitchen towel not being changed during your five-day stay. We understand your disappointment, especially as you had to clean and sterilize the glass yourself. Please rest assured that we take your comments seriously. We will share your feedback with our Housekeeping team to reinforce our cleanliness and room-attendance standards, including ensuring that glassware and kitchen towels are properly checked and refreshed throughout our guests' stays. Thank you once again for bringing these matters to our attention. Your feedback helps us identify areas where we can improve, and we hope to have the opportunity to provide you with a much better experience on your next visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Titik E., Thank you for taking the time to share your feedback with us. We sincerely apologize for the unpleasant experience you and your guests encountered during your visit to our restaurant. We are particularly sorry to hear that the service provided by one of our team members came across as unfriendly and unpleasant. This is certainly not the level of service or hospitality we aim to provide to our guests. We understand how disappointing this must have been, especially as you had invited guests to dine with you. We take your comments seriously and will address this matter with the relevant team to ensure that appropriate follow-up and improvements are made. We truly value your feedback, and we regret that this experience has left you with such a negative impression of our hotel. We hope you will accept our sincere apologies for the disappointment caused. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Vicky R., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Low P. H., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. David S., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you had a pleasant stay overall and that you enjoyed our complimentary afternoon tea. It is also wonderful to know that our dining team made a positive impression with their warm and helpful service. We will certainly take your suggestion regarding an earlier start to afternoon tea into consideration. We sincerely apologize for the misunderstanding regarding the bathtub. We understand how disappointing this must have been, particularly as you changed your original booking based on the information shown in the app. We are also sorry that bathrobes were not provided in your room. Your comments have been shared with the relevant teams, and we will review the room information to ensure the descriptions are accurate and up to date. We also appreciate your feedback regarding the noise from the passing trains and neighboring rooms. We understand that a peaceful environment is an important part of a comfortable stay, and we will continue to look for ways to minimize such disturbances. Thank you as well for highlighting the location and the convenience of Grab transportation. Your feedback is valuable to us and helps us identify areas where we can improve our guests' experience. We truly appreciate your kind words about our staff and your constructive comments. We hope to have the opportunity to welcome you back to our hotel and provide you with an even more comfortable and enjoyable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Sri M. J., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Melfitri R. M., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Mikyal F., We very much appreciate your comments regarding your stay at the Mövenpick Surabaya City. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Emilia H., Thank you very much for your wonderful review. We are delighted to hear that you had a great time with us, enjoyed the comfort of our bed, and appreciated the helpful and friendly service from our team. Your kind feedback means a lot to us and motivates our team to continue providing the best service to our guests. We look forward to welcoming you back to Mövenpick Surabaya City for another enjoyable stay. Sincerely yours, Toat Edi Wijaya General Manager

Kepada Bapak Rizal E. K., Terima kasih telah meluangkan waktu untuk memberikan ulasan dan berbagi pengalaman selama menginap di hotel kami. Kami senang mendengar bahwa Bapak menikmati makanan kami, merasa nyaman dengan lokasi hotel, serta mendapatkan pelayanan yang ramah dan membantu dari tim Security kami. Apresiasi tersebut tentu menjadi motivasi bagi kami untuk terus memberikan pelayanan terbaik kepada setiap tamu. Kami juga mohon maaf atas kendala yang sempat dialami saat melakukan koneksi internet di awal. Kami bersyukur masalah tersebut akhirnya dapat terselesaikan, dan masukan Bapak akan kami jadikan perhatian agar proses koneksi Wi-Fi ke depannya dapat berjalan lebih mudah dan lancar. Terima kasih atas kepercayaan dan penilaian positif Bapak. Kami berharap dapat kembali menyambut Bapak di kunjungan berikutnya dengan pengalaman yang semakin nyaman dan menyenangkan. Hormat kami, Toat Edi Wijaya General Manager

Dear Mrs. Meyriawati A., Thank you for taking the time to share your feedback with us. We sincerely regret to learn that your recent experience did not meet your expectations. As a valued Platinum Accor member and a returning guest, we fully appreciate your expectations regarding recognition and the benefits associated with your membership. Please be assured that your comments regarding the upgrade and overall experience have been noted and will be shared with the relevant team for further review. We value your loyalty and regret that we were unable to provide an experience that reflected the level of recognition and service you expected. We sincerely hope to have the opportunity to welcome you again and provide you with a more satisfactory experience on your next visit. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Betty M. C., Thank you for taking the time to share such detailed feedback regarding your recent stay with us. Please accept our sincere apologies that we were unable to meet your expectations, particularly regarding the check-in process, breakfast experience, and the level of hospitality provided by our Front Office and Front Line teams. We are especially apologies to hear about the experience you had while carrying the heavy box and assisting your senior parents. Our team should have been more attentive and proactive in offering assistance, and we sincerely regret that this basic gesture of hospitality was missed. We are, however, grateful that one of our associates was able to recognize the situation and offer her assistance. Your comments regarding our service feeling robotic and transactional are also taken very seriously. We fully agree that genuine hospitality goes beyond simply following procedures. Guests should feel welcomed, valued, and cared for throughout their stay. Your recommendation regarding Unreasonable Hospitality by Will Guidara is well noted, and we will share this feedback with our team as part of our ongoing efforts to strengthen our service culture. We also sincerely apologize that our breakfast did not meet your expectations. Your comments regarding the limited variety and lack of seasoning and flavor have been shared with our culinary team for further review and improvement. Thank you once again for your honest and constructive feedback. We truly appreciate you bringing these matters to our attention, as it provides us with an opportunity to improve. We hope to have the opportunity to welcome you again and provide you with a much warmer and more thoughtful hospitality experience in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mr. Venkata S. N., Thank you for taking the time to share your detailed feedback regarding your recent stay with us. Please accept our sincere apologies for the serious concerns you experienced. We are particularly concerned to hear about the cockroaches in your room, the condition of our gym facilities, and, most importantly, the severe illness you experienced following your meals at the hotel. We fully understand how distressing and disappointing this must have been, and we regret that these issues significantly affected your stay. Please be assured that we take your comments regarding hygiene, pest control, food safety, and facility maintenance extremely seriously. Your feedback has been shared with the relevant management and operational teams for immediate investigation and follow-up. We will review our pest-control measures, housekeeping standards, food-handling and safety procedures, as well as the condition and maintenance of our gym and other facilities. While it would not be appropriate for us to draw conclusions regarding the cause of your illness without a proper investigation, we are deeply concerned by your experience and will treat the matter with the seriousness it deserves. We sincerely regret that we did not provide you with the standard of cleanliness, comfort, and service you expected. We appreciate you bringing these matters to our attention, as your feedback gives us an important opportunity to identify areas requiring improvement. Thank you again for sharing your experience. We hope to have the opportunity to restore your confidence in our property and provide you with a much-improved experience in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. M., Thank you for taking the time to share your feedback regarding your recent stay with us. We are pleased to hear that you found your stay comfortable. However, we sincerely regret that our location felt inconvenient and that your experience did not fully reflect the five-star standards we strive to provide. Your comments are important to us, and we will certainly share your feedback with our team as we continue working to improve our services and overall guest experience. We truly appreciate your feedback and hope to have the opportunity to welcome you back and provide you with a more enjoyable and memorable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Dr. S. F., Thank you very much for sharing your positive feedback with us. We are delighted to know that everything met your expectations during your stay. It is especially wonderful to hear that Mr. Perdi, Ms. Syanaz, Ms. Tiara, Ms. Mila, and Ms. Felicia contributed to making your experience a satisfying one. We will be sure to share your kind recognition with them. Your appreciation is a great encouragement for our team to continue providing warm and attentive service to all our guests. We truly appreciate your support and look forward to welcoming you back to our hotel in the future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Kelly Scheppers, Thank you very much for taking the time to share such a wonderful review. We are delighted to hear that your stay exceeded your expectations and that you enjoyed every aspect of your experience with us. It is especially rewarding to know that you found your room impeccable, our team welcoming and attentive, and enjoyed our complimentary evening snack as well as our breakfast selection. Your kind words about our staff mean a great deal to the entire team. We truly appreciate your generous recommendation and are thrilled to know that you would happily return. It would be our pleasure to welcome you back and provide you with another memorable stay. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. Rizqa H., Thank you very much for taking the time to share your wonderful feedback about your recent stay at Mövenpick. We are delighted to hear that you had an excellent experience with us. It is especially rewarding to know that you enjoyed our breakfast selection, appreciated the friendliness of our team, and found your bed comfortable for a restful night's sleep. Your kind words are truly encouraging and will be shared with our team, as they serve as great motivation to continue delivering exceptional hospitality. We sincerely appreciate your support and look forward to welcoming you back to Mövenpick for another comfortable and memorable stay in the near future. Sincerely yours, Toat Edi Wijaya General Manager

Dear Mrs. M., Thank you for taking the time to share your wonderful review. We are delighted to know that you and your family enjoyed your stay with us. It is great to hear that you appreciated our convenient location, the cleanliness of the room, the variety of breakfast options, and our daily Chocolate Time at 5:00 PM. Your kind words are truly encouraging and mean a lot to our team. Your positive feedback motivates us to continue providing exceptional service and memorable experiences for all our guests. We sincerely look forward to welcoming you and your family back for another enjoyable stay in the near future. Sincerely yours, Toat Edi Wijaya General Manager