Dear Matthew, Thank you for taking the time to share your detailed feedback with us. We are truly sorry that your stay did not meet your expectations, especially considering your previous positive experiences at other Novotel hotels. First of all, we sincerely apologize for the unpleasant smell in your original room. As a non-smoking hotel, this is certainly not the experience we want our guests to have. We are glad that our team was able to arrange an alternative room, although we regret that its bathroom layout was not ideal for your needs. During periods of high occupancy, our accessible rooms may also be assigned to guests who do not specifically require these facilities. While these rooms offer the same essential amenities and comfort as our other rooms, we recognize that the adapted bathroom layout can feel less convenient, particularly when sharing the room with three people. We are equally sorry that noise from the nearby railway affected your night's rest. Our windows are designed to provide good sound insulation, but we understand that external noise can still be disturbing. For guests who prefer a particularly quiet environment, our Superior rooms offer a guaranteed quieter location within the hotel. On a positive note, we are delighted that our bar team made such a wonderful impression with their friendliness and attentive service. We truly appreciate you highlighting their efforts. Thank you again for your honest feedback. We regret that we were unable to provide the comfortable and relaxing stay you expected and hope you might give us another opportunity to restore your confidence in our hotel. Kind regards, Your Novotel Frankfurt City Team

Dear Mr. R. R., Thank you for taking the time to share your detailed feedback. We truly appreciate hearing about your experience, as it helps us identify opportunities to improve. I am sorry that the breakfast situation caused frustration during your stay. From your perspective, having to sign documents and repeatedly visit the reception understandably felt bureaucratic and inconvenient. This is certainly not the experience we want our guests to have. After reviewing the case, it appears that your reservation was initially made through your company's travel agency without breakfast included. Breakfast charges were therefore posted separately and, as is standard procedure, a signature was required when these charges were assigned to the room. Unfortunately, the discrepancy regarding the breakfast arrangement was not identified at check-in, where it might have been resolved more smoothly from the start. For that, I sincerely apologise. I would also like to clarify that the breakfast charges were ultimately not paid by you personally. The bookings were cancelled and refunded accordingly, with the matter settled through the agency. Nevertheless, I fully understand that the process itself was inconvenient and left a negative impression, even though the financial issue was corrected in the end. Thank you as well for your comments regarding the room and bathroom. We appreciate your honest observations and will take them into account as we continue to improve our product and guest experience. Thank you again for your feedback and for staying with us. We hope to have the opportunity to welcome you back and provide a much smoother experience in the future. Kind regards, Lars Paschold Service Operations Manager

Dear Mr. G., Thank you for taking the time to share your detailed feedback. I am sorry to learn that your stay did not meet your expectations and that several aspects of your experience left you disappointed. Regarding the slippers and complimentary bottled water, these amenities are not included in the room category you booked. However, slippers are available free of charge from our reception team upon request. We also provide a complimentary water station in our lobby where guests can help themselves at any time. For guests who prefer bottled mineral water, a selection is available for purchase in our lobby shop. I understand that you found our ironing facilities less convenient than having an iron in the room. We are pleased to share that we will soon be introducing garment steamers directly in our guest rooms to provide greater comfort and convenience. Most importantly, I would like to sincerely apologise for the confusion regarding your late check-out request. Having your late check-out confirmed and then being disturbed several times while in your room is understandably frustrating and should not have happened. The agreement that was made was unfortunately not communicated correctly between the relevant teams. We will use your feedback to reinforce the proper process with our staff so that all departments are informed consistently and similar situations can be avoided in the future. Thank you again for your honest feedback. While I regret that we were unable to provide the experience you expected, I appreciate you bringing these matters to our attention. Kind regards, Lars Paschold Service Operations Manager

Dear Mr A., Thank you for taking the time to share your feedback. I am pleased to hear that you found our location convenient for your business trip and that you enjoyed the service provided by our bar team. I will gladly share your kind words with the colleagues involved. It is always rewarding to hear when their efforts are appreciated. At the same time, I appreciate your honest comments regarding the gym, the room and the overall impression of the hotel. We understand that some areas of the property no longer feel as contemporary as guests might expect today. I would also like to mention that we are currently renovating and expanding our fitness area to offer a more modern and comprehensive experience for our guests. We are excited about these improvements and hope they will make a positive difference for future stays. Thank you again for your balanced feedback. It helps us understand where we are meeting expectations and where we still have room to improve. Kind regards, Lars Paschold Service Operations Manager

Dear Matthew, Thank you very much for your excellent review and for sharing your experience with us. I am delighted to hear that our location suited your needs so well and that you found the hotel conveniently accessible from Frankfurt Central Station. It is always rewarding to know that our guests can easily combine business commitments with a comfortable stay. I was especially pleased to read your comments about our restaurant and breakfast offering. Providing a varied and high-quality dining experience is something our kitchen and service teams work hard to achieve every day, so your feedback is greatly appreciated. Thank you again for your kind words. We truly appreciate your support and look forward to welcoming you back to Novotel Frankfurt City on your next visit to Frankfurt. Kind regards, Lars Paschold Service Operations Manager

Dear Andra, Thank you for taking the time to share your feedback. I am pleased to hear that you found our location convenient for visiting the Messe and that you found the hotel comfortable overall. At the same time, I am sorry to learn that several aspects of your stay did not meet your expectations. I regret that you found your room too cold. Guest comfort is extremely important to us, and I appreciate you bringing this to our attention. I am also sorry about your experience in the restaurant. Waiting such a long time for a relatively simple order is understandably frustrating. During major events and trade fairs, our restaurant can experience significant peaks in demand, but that should not negatively affect the experience of our guests. Your feedback regarding waiting times and staffing levels is appreciated and helps us identify where we need to improve our service delivery. Thank you again for your honest comments. Feedback such as yours is valuable, as it helps us continue to improve both our facilities and our service. Kind regards, Lars Paschold Service Operations Manager

Dear Alex, Thank you very much for your fantastic review and for your kind words about your stay with us. I am delighted to read that you enjoyed our location, found your room comfortable and appreciated both the helpfulness of our team and the reliability of our Wi-Fi. It is always rewarding to hear when guests have a smooth and enjoyable experience from start to finish. What especially stood out was your praise for our breakfast. Seeing a returning guest describe it as "still king" is a wonderful compliment for our kitchen and breakfast teams. We put a great deal of effort into offering a varied selection, high-quality products and excellent coffee, so it is fantastic to know that this continues to make such a positive impression. Thank you once again for sharing your experience. We truly appreciate your support and look forward to welcoming you back to Novotel Frankfurt City on your next visit to Frankfurt. Kind regards, Lars Paschold Service Operations Manager

Dear Mr M., Thank you for taking the time to share your feedback and for choosing Novotel Frankfurt City repeatedly over the past three years. We truly appreciate your loyalty and your continued trust in our hotel. I am pleased to read your kind comments about our team. Your recognition of our staff means a great deal to us and I will be happy to share your feedback with the colleagues involved. At the same time, I regret that several aspects of your stay did not meet your expectations. Please accept my apologies for the issues you experienced with the refrigerator and the amenities that were unavailable during your visit. This is certainly not the standard we aim to provide. Regarding the room rate, I completely understand your perspective. Your stay coincided with the Frankfurt Book Fair, one of the largest international events hosted in our city. During major trade fairs, demand for accommodation across Frankfurt increases significantly, which is reflected in hotel rates throughout the market. Nevertheless, I appreciate that guests naturally compare value and experience to the price paid, and your comments are therefore important to us. I also appreciate your feedback regarding the overall condition of the hotel. While we continuously invest in maintaining and improving our facilities, we understand that some areas may not fully reflect the expectations associated with the rates charged during peak demand periods. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back on a future visit and provide you with an even better experience. Kind regards, Lars Paschold Service Operations Manager

Dear Sudarshan, Thank you for taking the time to share your feedback. I am sorry to learn that your stay did not meet your expectations. In particular, I would like to apologize if your request for additional coffee and cream sachets was not fulfilled as expected. I would also like to clarify a few of the points mentioned in your review. In Germany, tap water is of excellent quality and perfectly safe to drink. Guests can enjoy drinking water directly from the tap in their room, and a water dispenser is also available in our lobby at any time. While bottled water is not part of our standard room service offering, it can be purchased at any time from our lobby shop. The bathrooms in our rooms are not equipped with locks by design. As for the room door, the lock itself was fully functional. You may have noticed the remains of an older security chain system that is no longer in use. These chains were removed throughout the hotel for safety reasons and are not considered a defect, even though parts of the former installation may still be visible. Thank you again for your feedback. We appreciate every comment as an opportunity to improve and to better understand our guests' expectations. Kind regards, Lars Paschold Service Operations Manager

Dear Ahmad, Thank you very much for your kind words and for sharing your experience. I am delighted to read that you consider our hotel one of the best locations in Frankfurt, but even more so that our team made such a positive impression on you. Providing warm, professional and genuinely helpful service is exactly what we strive for every day. A special thank you for recognising Khalid from our reception team. I will be very happy to share your comments with him personally. It is always rewarding to know that a team member's dedication and support have contributed to making a guest's stay easier and more enjoyable. We truly appreciate your loyalty and your confidence in our team. We look forward to welcoming you back to Novotel Frankfurt City soon. Kind regards, Lars Paschold Service Operations Manager

Dear Mr V. R., Thank you for taking the time to share your feedback with us. I am delighted to read that you appreciated both our location and the service provided by our team. Your kind words regarding the friendliness and professionalism of our staff are especially appreciated, and I will gladly share them with my colleagues. I am also pleased that you found our parking facilities convenient and appreciated the flexibility of leaving your car with us while attending your event. At the same time, I am sorry to learn that the mattress and pillows did not fully meet your expectations. Sleeping comfort is naturally very personal, and feedback such as yours helps us better understand the differing preferences of our guests. Thank you once again for your balanced feedback. We hope to have the pleasure of welcoming you back to Novotel Frankfurt City in the future. Kind regards, Lars Paschold Service Operations Manager

Dear Paul, Thank you very much for your kind feedback. I am delighted to read that you found our location convenient and our hotel to offer good value for money. Your special praise for our team means a lot to us. Providing professional and attentive service is something we strive for every day, and I will be delighted to share your comments with my colleagues. We truly appreciate your feedback and hope to welcome you back to Novotel Frankfurt City again soon. Kind regards, Lars Paschold Service Operations Manager

Dear Mr. M., Thank you very much for your wonderful feedback and for choosing Novotel Frankfurt City as your preferred hotel in Frankfurt. We are delighted to read that you appreciate our location, enjoyed the comfort and quiet atmosphere of our rooms, and felt well looked after by our team. Your kind words mean a great deal to us, as creating a welcoming and relaxing experience for our guests is exactly what we strive for every day. I will be pleased to share your compliments with the entire team. Feedback like yours is a fantastic motivation for all of us. We truly appreciate your loyalty and look forward to welcoming you back on your next visit to Frankfurt. 😊 Kind regards, Lars Paschold Service Operations Manager

Hello Mr M., Thank you for taking the time to share your detailed feedback. We are delighted to read that you found our hotel clean and that our team was friendly, supportive and welcoming. Creating a comfortable atmosphere for our guests is very important to us, and your kind words are greatly appreciated. Thank you as well for your comments regarding the surrounding area and the in-room amenities. While our hotel is located in a quieter part of Frankfurt, there are numerous restaurants, cafés and bars within walking distance, particularly in the lively Bockenheim district nearby. Our team is always happy to provide directions and recommendations, and we also offer a flyer with a wide range of restaurant, bar and sightseeing suggestions for guests who would like to explore the neighbourhood and the city. I also understand your disappointment regarding the absence of complimentary bottled water in the room. Many guests appreciate this gesture, and I can certainly understand why you expected it. To provide flexibility for all travellers, we focus on keeping room rates competitive while offering complimentary drinking water stations in our lobby around the clock, where guests can refill their own bottles free of charge. Thank you again for your valuable feedback. We truly appreciate your comments and hope to have the pleasure of welcoming you back to Novotel Frankfurt City in the future. Kind regards, Lars Paschold Service Operations Manager

Hello Mr K., Thank you for taking the time to share your feedback. We are pleased to hear that you had a good stay with us at Novotel Frankfurt City. We truly appreciate your positive impression and your confidence in our hotel. Guest feedback is very important to us, as it helps us continue improving our services and ensuring a pleasant experience for all our guests. We hope to have the pleasure of welcoming you back again soon and providing you with an even better stay on your next visit to Frankfurt. Kind regards, Lars Paschold Service Operations Manager

Hello Ms C., Thank you very much for your wonderful review and for sharing your experience with us. We are delighted to hear that you and your family enjoyed your stay at Novotel Frankfurt City. It is especially pleasing to know that you found your family room comfortable, enjoyed our breakfast, and experienced the friendliness of our team. Creating a welcoming and comfortable environment for families is very important to us, so your kind feedback means a great deal to everyone here. We truly appreciate your recommendation and hope to have the pleasure of welcoming you and your family back again soon. Kind regards, Lars Paschold Service Operations Manager

Hello Mr K., Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed our location and had a comfortable stay overall. It is also encouraging to know that you were pleased with the service provided by our team. Thank you as well for your remarks regarding the breakfast selection. We highly value such feedback, as it helps us better understand our guests' expectations. For your next visit, please feel free to speak with our breakfast team. Fresh omelettes and fried eggs are available on request and are prepared individually for our guests. We appreciate your comments and hope to have the opportunity to welcome you back to Novotel Frankfurt City soon for an even better experience. Kind regards, Lars Paschold Service Operations Manager

Dear Ms K., Thank you very much for your kind feedback. We are delighted to hear that you had a comfortable stay with us and especially enjoyed our breakfast. A great start to the day is important, and it is wonderful to know that our breakfast offering contributed positively to your experience. Your positive comments are greatly appreciated and will be shared with our team as encouragement to continue providing excellent service. We hope to welcome you back to Novotel Frankfurt City again soon. Kind regards, Lars Paschold Service Operations Manager

Dear Andi, Thank you very much for sharing your feedback with us. We are delighted to hear that you appreciated our convenient location and the easy access to public transport. Frankfurt's excellent transport network makes it easy to explore the city and surrounding areas, and we are glad that this added to the comfort of your stay. It is also wonderful to know that you found your stay to offer good value for money. Providing a comfortable and affordable experience for our guests is something we continuously strive for. Thank you for choosing Novotel Frankfurt City. We hope to have the pleasure of welcoming you back again soon. Kind regards, Lars Paschold Service Operations Manager