Dear Leonid, thank you very much for your detailed feedback and for choosing Ensana Nové Lázně for your medical stay. We truly appreciate your high overall rating and your kind words about our front desk, restaurant team, medical services, cleanliness and the responsiveness of our staff. Your recognition of Filip at the reception, Lada in the restaurant and Ostap in the booking department will be shared with them — they are indeed highly valued members of our team. We are very sorry to hear about your experience in the spa reception area. Your comments have been forwarded to the spa management for immediate review. Professional, attentive and polite service is essential for us, and we will address the situation with the team to ensure that guest assistance is consistently provided without delay. Thank you also for your remarks regarding restaurant standards. We fully agree that maintaining a pleasant dining atmosphere is important. Your feedback about dress code and food takeaway will be discussed internally so we can reinforce communication and ensure that our guidelines are followed more consistently. We are pleased that, despite these issues, you still had a positive stay and would recommend our hotel. Your suggestions are very valuable and will help us further improve the guest experience. We hope to welcome you again and provide a stay that meets all your expectations. Kind regards, Guest Relations Dmitrij Zorin Ensana Nové Lázně

Dear Stefania, thank you very much for your wonderful review and for choosing Ensana Nové Lázně for your medical stay. We are delighted that you found our hotel very relaxing and appreciated the high‑quality physical care provided by our spa and medical teams. We truly value your excellent ratings across all areas — from your room and restaurant services to wellness, cleanliness and staff interaction. Your kind words for our mud‑treatment employees will be shared with the team; such recognition means a lot to them. We are very pleased that your stay was so positive, and we look forward to welcoming you again for another restorative and comfortable visit. Kind regards, Guest Relations Dmitrij Zorin Ensana Nové Lázně

Dear guest, thank you for your stay at Hotel Centrální Lázně, and thanks a lot for your feedback, which was passed on to the hotel management. I would really like to find the right words to erase your impression of the lobby bar. We apologize for the shortcomings of the cakes, as well as for the professional shortcomings. At the same time - thank you very much for the high evaluation of all other services. We wish you only the best, and we hope that you will not give up on beautiful Mariánské Lázně, that we will to welcome you in some of the ENSANA hotels in Mariánské Lázně: we would be very happy if at hotel Centralni Lazne again.:) With many warm greetings Eva Voldrichova, Guest Relations, ENSANA Centralni Lazne Marianske Lazne

Dear Mark, thank you for your kind words regarding your recent stay. We are delighted to hear that you enjoyed our service. Your feedback is greatly appreciated and serves as motivation for our team to continue providing exceptional experiences. Goodbye, Regina Haslerová Guest Relations Manager

Dear Madam, We are very sorry that we did not meet all your expectations. We always strive to provide the best services, and we deeply regret when we do not achieve this! Thank you for bringing the shortcomings to our attention. We will forward your comments to the head nurse. We will use your feedback to improve our services. We apologize for the unpleasant experience. The staff at the spa reception will be trained. We are always glad when guests address complaints and remarks with us during their stay, as we are eager to respond immediately and rectify the situation. We are pleased to know that you were satisfied with the other hotel services that contributed to enhancing your stay. Once again, thank you, and we wish you good health. We hope to welcome you again in the future, either at hotel Hvězda or at one of the hotels of the Ensana Health Spa Hotels in Mariánské Lázně. Sincerely, Radomíra Pavlištová Guest Relation Manager Ensana Hvězda