Dear Guest, Thank you for choosing to stay at Ensana Thermia Palace. We sincerely regret that the situation in the wellness area negatively affected your overall impression of your stay. Please allow us to clarify that the indoor pool in our wellness zone is not officially classified as a swimming pool. Due to the higher water temperature (approximately 32°C), its depth, and the absence of designated swimming lanes, it is not intended for continuous lap swimming. We standardly inform our guests of this in advance. However, we are truly sorry that the manner in which this information was conveyed made you feel unwelcome. This is certainly not our intention. Please be assured that the water around the pool is mopped regularly, and our lifeguards will be re-instructed to handle similar situations with greater sensitivity, respect, and a focus on guest comfort. We truly appreciate that you enjoyed our other wellness services, particularly the sauna world. Your feedback is very important to us as it helps us continuously improve the quality of our services. Thank you once again for your comments. We hope that during your next visit, your experience will fully meet the high standards we strive for at Ensana Thermia Palace. Sincerely, Veronika Palkechová Guest Relation Manager, Ensana Thermia Palace

Dear Mr. R., thank you for choosing hotel Ensana Thermia Palace for your stay. We are also very appreciating your time you dedicated to share your review with us. As your comfort and satisfaction are our utmost priority, we are deeply sorry to hear that we did not meet your expectations. We are sincerely apologizing for any inconvenience you experienced during your recent visit. As we understand the importance of effective and accurate communication, we are ready to implement necessary improvements to ensure that such situations do not occur in the future again. Our team has been retrained to ensure that we provide our best services so we can effectively meet the needs and expectations of our guests. Additionally, we will work on providing training to our staff to avoid language barriers that may impact the guest experience. To ensure you receive the best possible service, we've added guest relations managers to our front office team who are always available to assist you. Rest assured; any feedback or concerns you share with our guest relations managers are addressed promptly and they are communicated directly to hotel management. We hope we will have the opportunity to welcome you back in the future and provide you with the exceptional service you deserve. Sincerely, Jana Juranová, Guest Relation Manager, Ensana Thermia Palace

Dear Zuzana Š., Thank you for your positive feedback. We are delighted to hear that you had a wonderful experience during your stay. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Horňáková Andrea Guest Services Ensana Esplanade

Dear Ali A., Thank you for taking the time to share your feedback regarding your recent stay at the Esplanade Ensana Health Spa Hotel. We appreciate your loyalty and are pleased to hear that your overall experience was good. I sincerely apologize for the inconvenience you encountered with your appointment request. While we strive to accommodate our guests' needs, it appears that communication fell short on this occasion. Your experience during check-out regarding room service is equally concerning, and I regret that we did not meet your expectations in this regard. We understand how important timely service is, especially for our loyal guests. Your comments will be reviewed with our team to ensure we address these issues and improve our service for future visits. Thank you for bringing these matters to our attention, and we hope to welcome you back for an even better experience in the future. Sincerely, Horňáková Andrea Guest Services Ensana Esplanade