Dear Valued Guest, Thank you for choosing Riverside Majestic Hotel Astana Wing and for taking the time to share your recent experience with us. We are truly sorry to learn about the water leakage in your room and the distress it caused during your stay. Please accept our sincere apologies for this shortcoming, as well as for the lack of response when you raised the concern to our receptionist. This is certainly not the standard of service we strive to provide, especially as a rated and star-class hotel. Your feedback is taken very seriously. We have immediately shared this matter with our Engineering and Front Office teams to investigate the cause of the leakage and to review our response procedures to ensure all guest concerns are handled promptly and professionally. We deeply regret the inconvenience and disappointment you experienced. We truly hope you will give us another opportunity to restore your confidence in us and provide you with the seamless and comfortable stay you rightfully expect. Yours sincerely, Kenneth Perreau General Manager Riverside Majestic Hotel Astana Wing

Dear Valued Guest, Thank you for choosing Riverside Majestic Hotel Astana Wing and for taking the time to share your recent experience with us. We sincerely apologise for the inconvenience you encountered during your stay. Not having towels available upon request and having to wait 1–2 hours despite several follow-ups is certainly unacceptable, and we fully understand how frustrating this must have been. Please accept our deepest apologies for the delay and the inconvenience caused. We are also truly sorry to learn about the air-conditioning unit switching off repeatedly. Your comfort is our priority, and it is concerning to hear that this issue was not resolved promptly. Additionally, we regret if our team’s response gave the impression that such feedback is common or expected — this is not the level of service or attentiveness we strive to provide. Please be assured that we have shared your comments with our Housekeeping, Laundry, and Engineering teams for immediate review and corrective action to prevent recurrence. We take your feedback very seriously as it helps us improve our service standards. We deeply regret the shortcomings during your stay and hope you will give us another opportunity to provide you with a much more comfortable and seamless experience in the future. Yours sincerely, Kenneth Perreau General Manager Riverside Majestic Hotel Astana Wing