QUALITY OF PRODUCTS AND SERVICES YANLORD PAI: ONE-TAP ONLINE REPAIR REQUEST The Yanlord Pai WeChat Mini Program has introduced a “Maintenance Services” feature, enabling tenants to conveniently submit repair requests via the online platform and receive a response within 60 minutes. Upon request submission, the property management team will arrange on-site inspection and carry out the necessary repair works. In addition, for urgent issues — such as water seepage from doors and windows, broken glass, or burst pipes — the property management team provides a dedicated 24/7 emergency hotline to ensure prompt response and timely resolution. COMPREHENSIVE TRAINING PROGRAMMES FOR HOTEL OPERATIONS EMPLOYEES TRAINING Employees at Yanlord’s Hotels and Serviced Apartments receive comprehensive training upon joining the Company, covering key areas such as customer personal data protection and privacy. Ad-hoc trainings are provided to address specific requirements for special events, while refresher courses are conducted regularly to ensure continued proficiency in hotel operations. Orientation Training Workplace English Training Service Skill Training Training on Route Introduction to Scenic Spots Contents Introduction Approach to Sustainability Upholding Good Governance Caring for Our Customers Empowering Our People Preserving Our Planet Creating Shared Value for Our Society GRI Content Index YANLORD LAND GROUP LIMITED SUSTAINABILITY REPORT 2025 32
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