Dear Valued Guest, It is wonderful to know that Sofitel Dubai Downtown gave you the relaxing break you were looking forward to on your journey home. A quiet and comfortable room, our signature Sofitel bed and the care of our team can make all the difference when you simply want to slow down for a few days. We are especially pleased that the experience at Club Millésime lived up to your expectations, and that our team made you feel so well looked after. Thank you as well for recognizing our sustainability efforts — knowing that details such as the glass water bottles and refillable toiletries were both noticed and appreciated is very encouraging. We also appreciate your suggestion regarding a stool for the bathroom vanity and mirror. It is a thoughtful and practical point, and one that could certainly make the space more comfortable to use. Thank you for such a generous and detailed review. We hope Sofitel Dubai Downtown can be your place to relax and recharge again the next time your travels bring you through Dubai. Sincerely, Sophie Dumont Quality Manager

Dear Mr. M., What a pleasure to know that your stay felt both comfortable and perfectly located, with our team adding to the experience through their warm and professional service. Your kind recognition of Lae, Vicky and our Front Office and Restaurant teams is especially appreciated, and we will be delighted to share your words with them personally. We are also very pleased that your room upgrade and welcome amenity exceeded your expectations and that you felt genuinely recognised as a Diamond member of ALL. Knowing that you would recommend Sofitel Dubai Downtown so highly is a wonderful compliment to all of us. We look forward to welcoming you back on your next visit to Dubai, and to making your next stay just as memorable. Sincerely, Abir Bouaoud Guest Relations Supervisor Sofitel Dubai Downtown

Dear Mr. P., We are pleased to know that you had a positive experience with our team and that your arrival, departure and breakfast were highlights of your stay. At the same time, we are sorry that some important details in your room fell short of the comfort you should have been able to expect, particularly the difficulty with the electrics, the missing bedside reading lights and the broken shower head. These are the kinds of practical details that can make a real difference to a stay, and your comments are helpful in highlighting where we need to be more attentive. We also appreciate your continued trust as a Diamond member. We hope to have the opportunity to welcome you back and provide the comfortable, well-appointed experience you were expecting from us. Sincerely, Abir Bouaoud Guest Relations Supervisor Sofitel Dubai Downtown

Dear Mr. Alex, It is lovely to know that you and your partner really enjoyed your stay, and especially that the Club benefits added so much to your experience. Your kind words for all the Heartists involved mean a great deal to us. We are delighted that everything from booking through to your departure felt seamless, and we truly appreciate your recommendation. We hope your next stay brings you another wonderful Club experience with us. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. K., It is lovely to know that you found your stay peaceful, comfortable and welcoming. Your kind words about our entire team are especially appreciated — knowing that everyone made such a positive impression is a wonderful compliment. We also appreciate your note regarding ease of access and will keep it in mind as we continue to improve the guest experience. Most of all, we are delighted to hear that you will return soon. We look forward to welcoming you back and making your next stay just as comfortable. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Ms. B., What a pleasure to know that you and your family had such a wonderful stay with us. We are especially happy to hear that your children were well looked after and that you felt so well cared for throughout your visit. Your lovely recognition of the team, particularly the colleagues who welcomed you at check-in and at the café, will be shared with them personally. Knowing that their warmth made your family feel at ease means a great deal to us. We would be delighted to welcome you all back to Sofitel Dubai Downtown for another memorable family stay. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. A., What a pleasure to know that, even after such a long journey, you arrived to a warm welcome and quickly felt at home with us. It is wonderful to hear how much our Heartists contributed to making your stay so special. Your kind words about May, Karin, Vicky, Adhem and the rest of the team will be shared with them personally. Knowing that you felt genuinely cared for and recognised throughout your stay is a lovely compliment to everyone who looked after you. We are delighted that you enjoyed your upgrade and Club benefits, and we are sorry that the Club Lounge was closed during your visit. We truly hope your next stay gives you the chance to enjoy it fully. Until then, we will be very happy to welcome you back to your Dubai home. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. G., What a pleasure to know that you had such a happy stay with us. We are delighted that the comfort of your room, the Club Millésime experience and the warmth of our team all came together to exceed your expectations. It means a great deal to know that you enjoyed both our service and our location. We hope to have the pleasure of welcoming you back for another equally enjoyable stay in Dubai. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. Naji, It is wonderful to know that you had such an enjoyable stay with us and that our warm hospitality, convenient location and comfortable room all contributed to your experience. As a valued ALL Gold member, your recognition means even more to us. We are delighted that you would happily recommend Sofitel Dubai Downtown and, most importantly, that you are already looking forward to staying with us again. We will be very pleased to welcome you back for another memorable stay. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. E. S., What a pleasure to know that your stay was truly marvelous, from the warm welcome to the service throughout your visit. We are especially delighted that you felt so well recognised as a valued ALL Diamond member and enjoyed your welcome amenities and room upgrade. Your kind words are a wonderful encouragement to the entire team. We look forward to welcoming you back to Sofitel Dubai Downtown and making your next stay just as memorable. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Valued Guest, We sincerely apologize for an experience that left you questioning the standards of both our service and management at Sofitel Dubai Downtown. Your comments are detailed, serious and very clear, and we want to assure you that they have our full attention. We are particularly concerned by what you witnessed during breakfast, including the accumulation of used plates and leftover food in the dining area, as well as the lack of organization and professionalism you experienced from the team. This is being reviewed as a priority, and immediate action is being taken to address the service practices, supervision and standards you have brought to our attention. Your comments regarding the shower condition upon arrival and the unpleasant odour near the Spa are also being investigated and addressed. We are genuinely grateful that you took the time to describe these concerns so openly and in such detail. Feedback of this nature is particularly valuable because it allows us to look beyond an individual incident and examine where greater operational oversight and accountability may be required. We will also reach out to you personally, as any additional perspective you are willing to share will help us complete our review and determine whether further action is necessary. Our intention is not to ask you to repeat what you have already explained so clearly, but to ensure that nothing relevant to your experience is overlooked. We understand why what you experienced affected your confidence in our hotel. Thank you for bringing it to our attention and giving us the opportunity to act on it. Sincerely, Sophie Dumont Quality Manager

Dear Ms. H., What a pleasure to know that you had such an excellent stay with us. We are delighted that our location, welcoming team and facilities all contributed to such a memorable experience, and your kind words about the professionalism and friendliness of our Heartists mean a great deal. We hope your next visit to Dubai brings you back to Sofitel Dubai Downtown, where we would be delighted to welcome you once again. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. H., It is wonderful to know that your stay was made special by both the thoughtful recognition of your Platinum status and the warmth of our Heartists. We are especially pleased that May took the time to greet you personally each time you visited the restaurant and made sure you felt genuinely well looked after. We will be sure to share your kind words with her personally. We are also delighted that you enjoyed the convenience of our location, with Dubai Mall and Burj Khalifa just moments away. We hope to welcome you back to Sofitel Dubai Downtown for another memorable stay. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. A., We are pleased to know that you appreciated our convenient location and the professionalism of our Heartists during your family stay. At the same time, we are sorry that the air conditioning in your room did not function properly. A comfortable room temperature is essential, particularly when travelling with family, and we understand how this could affect your overall comfort. Your comment is important to us, and we hope to have the opportunity to welcome you again and provide the comfortable stay you should have experienced throughout. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Mr. S., It is lovely to know that you and your family found Sofitel Dubai Downtown comfortable, pleasant and perfectly located for your stay. We are also pleased that Roshni at reception made a positive impression; your kind recognition will be shared with her personally. We are sorry, however, that breakfast service was not as consistent as it should have been, particularly when some tables were overlooked. We understand how this can take away from an otherwise enjoyable start to the day, and your comment is a helpful reminder of how important attentive service is throughout the breakfast experience. We hope to have the pleasure of welcoming you and your family back and making breakfast as enjoyable as the rest of your stay. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Ms. L., It is wonderful to know that your stay truly felt like a five-star experience. We are delighted that our convenient connection to the metro, attentive service and welcoming surroundings made such a positive impression on you. We also appreciate your note regarding the booking of a Millésime Club experience. We understand how important it is for the inclusions to be clear at the time of booking, and your observation is valuable in helping us make that journey more intuitive. We hope to welcome you back to Sofitel Dubai Downtown for another five-star stay, with the same attentive care awaiting you. Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Ms. T., What a pleasure to know that even during a short transit stay, you found a relaxing and indulgent pause with us. We are delighted that Sofitel Dubai Downtown gave you exactly the restful overnight experience you needed. As a valued Gold member, it is especially wonderful to know that your stay left such a positive impression. We hope your next journey brings you back to Dubai, with a little more time to enjoy the decadence this time. Warm regards, Abir Bouaoud Guest Relations Supervisor

Dear Mr. A., Reading that your third stay with us was made especially memorable by Jeric is a wonderful compliment. An hour of hands-on training that felt comparable to a private personal training session speaks volumes about the care and attention he gave you. We will make sure your recognition reaches Jeric personally — he will be delighted to know that he made such a difference to your stay. It is also lovely to hear that our valet team made you feel so welcome, even while working through Dubai’s heat and humidity. We truly appreciate you noticing the warmth behind their smiles. As a returning Platinum guest, your continued trust means a great deal to us. We look forward to your next visit — with Jeric ready for another great workout! Sincerely, Abir Bouaoud Guest Relations Supervisor

Dear Ms. M., What a pleasure to know that your family enjoyed such a wonderful stay with us. We are especially happy that the room upgrade at reception added a lovely touch to your experience and made your stay feel even more special. Although you have forgotten our Heartist’s name, we will certainly do our best to identify him and share your kind words with him. It is wonderful to know that such a simple gesture left such a positive impression. We hope to welcome you and your family back to Sofitel Dubai Downtown for another memorable stay. Sincerely, Abir Bouaoud Guest Relations Supervisor