Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your experience. We are pleased to hear that your stay was generally enjoyable and that you appreciated the warm welcome and attentive service provided by our team. However, we are sincerely sorry for the various inconveniences you encountered in your room, particularly the signs of mould around the windows and the fact that the air conditioning did not provide the level of comfort you expected. We fully understand that these issues may have affected your stay, and we are forwarding your comments to the relevant departments so that the necessary checks can be carried out. Regarding the baby cot, we would like to clarify an important point. We are not authorised to add an additional mattress to the baby cots provided in our hotel. This restriction is due to safety regulations: only mattresses supplied and approved by the manufacturer of the baby cot may be used. We nevertheless understand that the configuration of the cot may have surprised you and regret that it did not meet your expectations. Please accept our sincere apologies for the inconveniences you experienced. We hope to have the opportunity to welcome you again and provide you with an experience that better meets your expectations. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your experience following your stay at the Novotel. We are truly sorry to read that your upgraded room did not meet your expectations and that certain aspects of cleanliness disappointed you. The cleanliness of our rooms is an essential priority for our teams. We therefore take your comments regarding the carpet, as well as the condition of the shower tray and washbasin, very seriously. These points have been forwarded to our housekeeping and technical teams so that the necessary checks can be carried out and appropriate actions taken. We are particularly sorry that the upgrade offered did not live up to your expectations. The benefits provided to our guests should contribute to enhancing their experience, and we regret that this was not the case during your stay. We hope to have the opportunity to welcome you again in the future and provide you with an experience that is more in line with the quality and comfort standards we aim to offer our guests. Sincerely,

Dear Guest, Thank you for taking the time to share your experience following your stay at the Novotel. We are delighted to read that you appreciated the size, cleanliness, and modernity of your room, as well as our location, which allows easy access to the train station and Strasbourg’s main tourist attractions. We are also pleased that the filtered water fountain available in the shared area of our two hotels contributed to your comfort. We would, however, like to provide some clarification regarding your comments about the ALL benefits. Room upgrades for Gold members are offered subject to availability on the day of arrival. After checking your reservation, we noted that you had booked a Twin room, and unfortunately, we do not have a higher room category available with the same configuration. We were therefore unable to offer an upgrade matching your requirements. Regarding early check-in before 3:00 pm, this is also possible only subject to availability. Indeed, we must take into account the departures of previous guests, who may occupy their rooms until noon on the day of departure, as well as the time required for our teams to prepare the rooms. After checking our records, your check-in was completed at 2:00 pm, which was one hour before the official check-in time. We would be delighted to welcome you again on a future stay to provide you with an experience that fully meets your expectations. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback following your stay with us. We are sincerely sorry to learn that your experience did not meet your expectations. Regarding the parking, we would like to clarify that the car park located beneath the hotel is a public parking facility and is not managed by our hotel. To help our guests access it easily, an information email explaining how to reach the parking is systematically sent through all booking platforms. The same information is also included in our hotel description on all booking websites. We are sorry if this information did not reach you and will investigate the reason for this so that we can prevent it from happening again. We also regret that your room did not meet your expectations. Please be assured that we are continuing to invest in the gradual renovation of our facilities in order to improve our guests' comfort. We hope to have the opportunity to welcome you again and provide you with an experience that better reflects our usual standards. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We are pleased to read that your stay was overall a positive one. However, we would like to sincerely apologize for the delay in replacing your shower gel. This situation does not reflect the level of service we strive to provide, and we completely understand your disappointment. Regarding your room upgrade, we would like to clarify a few points. For each of your stays during the parliamentary sessions, your reservation is always made in a Classic Room, and you consistently request a room on the 7th or 8th floor, preferably a Superior or Executive Room, with a particular preference for Room 710. We always do our utmost, except on very rare occasions when occupancy does not allow it, to accommodate this request. Therefore, whenever we are able to assign you to Room 710, you are indeed receiving a complimentary upgrade. That said, we fully understand that this should be clearly communicated to you upon your arrival, and we will ensure that you are informed of your upgrade during each of your future stays. We also regret that the recognition and amenities reserved for our Accor Live Limitless Platinum members did not fully meet your expectations. Please rest assured that we truly value your loyalty and make every effort to ensure that each of your stays is as pleasant as possible. Thank you once again for your continued loyalty. We look forward to welcoming you back after the summer break, starting with the September parliamentary session. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed your stay overall. We sincerely apologize for the technical issues you experienced in your room, particularly with the bathroom sink and the toilet flush. This does not reflect the level of comfort and quality we strive to provide. Your comments have been passed on to our maintenance team, who will address these issues as soon as possible. We hope to have the pleasure of welcoming you back and providing you with an even better experience. Sincerely, Charlène ZAEGEL Front Office Manager

Monsieur H., Nous vous remercions d’avoir pris le temps de partager votre retour à la suite de votre séjour au Novotel Strasbourg Centre Halles. Nous sommes ravis de lire que vous avez apprécié notre emplacement ainsi que la qualité de notre petit-déjeuner. Ces éléments sont essentiels pour nous et nous sommes heureux qu’ils aient contribué positivement à votre séjour. Nous prenons toutefois bonne note de vos remarques concernant l’état de la moquette ainsi que la température ressentie dans votre chambre. Ces points ont été transmis à nos équipes techniques et housekeeping afin de vérifier et corriger les éléments concernés. Votre retour est précieux et nous aide à renforcer notre exigence de qualité, notamment dans nos chambres Executive. Nous espérons avoir le plaisir de vous accueillir de nouveau lors d’un prochain séjour à Strasbourg, dans de meilleures conditions. Bien cordialement,

Dear Guest, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not fully meet your expectations. Regarding the parking, we regret that the information did not seem clear enough. Full parking access instructions are available on all booking platforms as well as on our website. As your reservation was made directly upon arrival at the hotel, we were unfortunately unable to send you the detailed pre-arrival email that is normally sent to guests who book in advance. Regarding luggage assistance, please note that this service is not offered at our hotel. This is clearly stated in our hotel description, and we are sorry if this was disappointing. We have also taken note of your comments regarding the soundproofing, the furniture and the comfort of the pillows. Your feedback will be shared with the relevant teams as part of our continuous improvement efforts. Regarding your request for a price match, we would like to provide some clarification. After reviewing your case, we confirmed that the member rate available on the ALL – Accor Live Limitless website was not higher than the standard rate available on Booking.com under the same booking conditions. If you were offered a lower price on Booking.com, it was most likely due to your Genius membership, which provides discounts that are exclusive to Booking.com. The person who welcomed you upon your arrival was one of our managers. She explained that she was unfortunately unable to match a rate that resulted from an exclusive Booking.com Genius benefit. These discounts are specific to Booking.com and cannot be replicated by the hotel for direct bookings. On the other hand, by booking directly through ALL – Accor Live Limitless, members benefit from exclusive member rates, earn reward points and enjoy additional benefits that increase with their membership status. The ALL and Genius loyalty programmes are completely separate, each offering its own exclusive advantages. We hope these explanations help clarify the situation, and we would be delighted to welcome you again for a more enjoyable experience. Sincerly Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your experience. We are truly sorry for the difficulties you encountered regarding the storage of your daughter's insulin. We fully understand how important it is to have a properly functioning refrigerator in such circumstances, and we sincerely regret that we were unable to meet your request. Unfortunately, our hotel was fully booked during your stay, which meant we were unable to offer you another room with a working refrigerator. In an effort to find a solution, we offered to store your daughter's insulin in a secure refrigerator in our restaurant and also provided ice to help keep the medication cool. We understand, however, that this solution did not meet your expectations, and we sincerely apologize for the inconvenience. We will reinforce our room equipment inspection procedures to help ensure that this type of situation does not happen again. We hope to have the pleasure of welcoming you again in the future under much better circumstances. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Charlène ZAEGEL Front Office Manager

Madame, Monsieur, Nous vous remercions sincèrement d’avoir pris le temps de partager votre expérience à la suite de votre séjour au Novotel Strasbourg. Nous sommes ravis de lire que vous avez passé un excellent séjour et que vous avez apprécié notre emplacement, la vue, le confort de nos chambres ainsi que la qualité de notre petit-déjeuner. Vos compliments sont une belle récompense pour l’ensemble de nos équipes. Nous vous remercions également pour votre remarque concernant le parking. Nous sommes désolés pour la confusion lors de votre arrivée. Notre hôtel bénéficie effectivement d’un accès direct au parking du centre commercial, avec une zone dédiée à notre clientèle. Nous allons rappeler à nos équipes l’importance de communiquer ces informations de manière claire et précise afin d’éviter tout malentendu. Nous vous remercions également pour votre compréhension concernant la configuration des places de stationnement. Nous sommes conscients que certaines peuvent être moins adaptées aux véhicules les plus larges et nous nous efforçons, dans la mesure du possible, d’orienter nos clients vers les emplacements les plus confortables. Au plaisir de vous accueillir à nouveau prochainement pour un nouveau séjour à Strasbourg. Cordialement, Pascale LANDIS

Dear Guest, Thank you very much for your wonderful review following your stay with us. We are delighted to hear that our location contributed to the success of your family trip. The immediate proximity of the tram stop and the short walking distance to the city centre are indeed features that many of our guests particularly appreciate. We are also pleased that the presence of our on-site restaurant met your expectations and made travelling with your young children more convenient. Your compliments regarding the quality of the welcome and service provided by our team mean a great deal to us. We will be sure to share your kind words with our colleagues, especially with our restaurant manager, who will be delighted to know that his professionalism and helpfulness helped make your stay enjoyable. Thank you once again for your trust and recommendation. We look forward to welcoming you and your family back for another pleasant stay in the near future. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your experience. We are pleased to read that you enjoyed your room as well as our breakfast. However, we regret the inconveniences you experienced during your stay, particularly regarding the fire alarm that was triggered at 2:00 a.m. Please be assured that our fire safety team, present on site 24/7, responded immediately in accordance with the established safety procedures. The waiting time you experienced was necessary to carry out all required safety checks and to ensure that all guests could return to the hotel safely and under the best possible conditions. We are, however, sorry for the lack of communication you felt at that time. The safety of our guests remains our absolute priority. We will review this incident with our night team to improve communication during such exceptional situations and to better assist our guests. Regarding access to the parking facility, we understand your comment. To make arrivals easier, a detailed email explaining how to access the parking area is systematically sent to all guests through our booking platforms. After checking, we can confirm that this message was sent to you prior to your arrival. In addition, all parking information is also available on our various booking websites. We are sorry that you were unable to see this information; it is possible that the email was redirected to your spam or junk mail folder. We hope to have the pleasure of welcoming you again during a future stay in Strasbourg. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your experience. We are delighted that you appreciated our hotel’s location, the size of your family room, as well as the quick check-in and check-out process. However, we are truly sorry for the inconvenience caused by the fire alarm going off during the night. As soon as the alarm was triggered, our on-site fire safety team, available 24/7, intervened immediately to investigate the situation, ensure everyone’s safety, and allow guests to return to their rooms as quickly as possible. We sincerely regret the lack of information communicated during this incident and fully understand your frustration regarding this unusual situation that occurred in the middle of the night. Please rest assured that all safety procedures were implemented immediately from the moment the alarm was activated. We hope to have the pleasure of welcoming you again under better circumstances. Sincerely, Charlène ZAEGEL Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We are sincerely sorry that your stay did not meet your expectations, and we would like to apologize for the inconveniences you experienced. Regarding dining, as your arrival was on a Sunday evening, please note that our restaurant is usually closed on Sundays, except when it is booked for group events or private functions. This was the case during your stay, which is why we were unable to offer on-site dining or room service. We fully understand the inconvenience this may have caused. However, our central location does provide easy access to many restaurants nearby. Regarding your experience at reception and the situation related to noise, we are truly sorry that the interaction made you feel unheard. This was absolutely not the intention of our team. Your report was taken seriously and addressed as quickly as possible. We regret if the response provided was not sufficiently clear or may have been misunderstood. Finally, regarding your request to change rooms, the hotel was fully booked at the time of your arrival at 7:30 PM, and unfortunately we had no alternative rooms available to offer you. We regret that these various issues affected the quality of your stay, especially as a loyal member of the Accor program. Your comments have been shared with the relevant teams in order to improve both our organization and communication. We nevertheless hope to have the opportunity to welcome you again and provide you with a more experience in line with expected standards.. Sincerely, Charlène ZAEGEL Front Office Manager