Dear L8MKM,

Thank you for taking the time to tell us about your experience at the Pullman Shanghai Skyway. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Pullman, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. After discussion your comments, we have revised our procedure of "Umbrella Lending", we will just ask a signature instead of cash deposit for the guests who stay in house. Also, we've reviewed the procedure of "Handling Skill" and trained front line staff how to maximize guest's satisfaction.
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Chris Chen
Quality & Attitude Manager
Pullman Shanghai Skyway