Since I couldn't submit the survey, I sent feedback via the general Accor Hotels website. I got a pretty quick response from the GM, which follows.

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Dear Mr XXX,

Greetings from Pullman Kuching.

Thank you for choosing Pullman as your choice of accommodation during your visit to Kuching, Sarawak. Your kind support is very much appreciated and we sincerely hope that you would come back to Pullman should you make another trip to Kuching.

I would like to sincerely apologies for the service gaps on our services during your stay here. I struggle everyday to ensure all our loyal guests are given the best service that was promised to all our guests and sadly, we fell short in delivering our promise.

I have instructed our Front Office Manager as well as our Food and Beverage Manager to investigate on the said matter, and our findings was;

- The receptionist who checked you in was one of our new staff who just joined our team recently. He will be sent for retraining and will be counseled by our Front Office Manager on courtesy as well as communication, so that he would not repeat the same mistake again. We will also conduct a re-brief for all our receptionist about our loyalty program, Le Club Accor Hotels as well as the Advantage Plus program, along with the benefits, so that all of our receptionist are well versed of the benefits of joining the Le Club Accor Hotels membership.

- Our Food and Beverage Manager mentioned that the server during breakfast at our Puzzle Restaurant, could possibly be a part-timer and such instances should not have happen as we prepared a self-service espresso machine at our Puzzle Restaurant during breakfast. Nonetheless, I have instructed our Food and Beverage Manager to brief all his team members, both full and part time staff, about the importance of delivering the correct information to the guests and not cutting corners in delivering the service that our guests truly deserved.

I hope that with this action plans that I have had our Head of Departments come up with, we would be able to improve on our level of services for our valued guests. I know that this may not be enough for you, but we would do our very best to ensure that we improve our services for our guests.

We are very concerned with the satisfaction of all our guests, and your feedback is very important to us.

Once again, thank you for staying with us and we hope that this experience will not alter your confidence in the Accor Network as well as Pullman Kuching. We look forward to welcome you back again in the future.

Warmest regards,
FELIX YEO
GENERAL MANAGER