Dear R., Thank you for taking the time to share your feedback with us. We are delighted that you found your bed comfortable during your recent stay. However, we are sincerely sorry that several aspects of your visit did not meet your expectations. The distance from the lift to your room on that particular floor is indeed unusual, and we regret that this affected your comfort. Your comments regarding the bedside lighting and the hairdryer have been noted, and our maintenance team will address these promptly. We also acknowledge your observation about the wait at reception during a busy check-in period, and we appreciate your patience. We hope to see you again in the future. Kind regards, Andrew Maynard, General Manager

Dear Jason, Thank you for sharing your point of view. However, we are truly sorry to hear that your stay did not meet your expectations. We sincerely apologise for the inconvenience caused by the lift project during your visit and would like to confirm that all lifts are currently being replaced as part of our 2026/2027 refurbishment programme to enhance reliability. Signage has been posted throughout our lobby and on our websites. We have 1x operating entrance lift and 1x operating accommodation lift during this time. I am sincerely sorry that this information was not able to be seen and communicated effectively for you prior to your stay. We are also sorry that the air conditioning and spa area were not available as they should have been, and that housekeeping fell short on attention to detail during your visit. These lapses do not reflect the standard we strive for, and your feedback will be shared with the relevant teams. We hope you will come and stay with us again. Best wishes, Andrew Maynard, General Manager

Dear Rod, Thank you for your honest feedback. We are pleased that you appreciated the refillable bottles in your room, a small touch that reflects our commitment to more thoughtful hospitality. That said, we are sincerely sorry that several aspects of your stay fell short of your expectations. The upkeep of your accommodation and the difficulty adjusting the temperature control are not the experience we wish to provide, and an exciting refurbishment is planned for 2027 to address this issue. We also regret that the midweek lunch did not appeal to you and have shared your comments with our kitchen team for their consideration. Your note about the connection speed has likewise been passed on. Nonetheless, our position on Collins Street places you at the heart of Melbourne, and we are glad this made your business trip more convenient. We hope to be able to welcome you back on a return visit for an improved experience. Best regards, Andrew Maynard, General Manager

Dear Joanne, Many thanks for sharing your review. We are delighted that you found our location so convenient for your business trip. Being right on Collins Street puts everything within easy reach, and it is wonderful to know that worked well for you. Our team takes real pride in looking after every guest, so your praise for our staff means a great deal to us. We are also glad your room felt clean and comfortable, giving you the rest you needed after a busy day. The entire team looks forward to seeing you again in the future. Kind regards, Andrew Maynard, General Manager

Dear Dayne, We are glad you found your room comfortable and well appointed. That said, we are sorry that getting around the hotel took longer than expected. We are in the process of replacing all lifts by end of December 2026 to make movement between floors smoother for all our guests and we thank-you for your patience. It would be a pleasure to welcome you back on a future occasion. Kind regards, Andrew Maynard, General Manager

Dear Jodie, We value your time and effort in providing feedback regarding your stay at our hotel. We are delighted that you found our staff lovely and enjoyed a comfortable night’s rest on your business trip. That said, we are sorry that your room felt a little dated. An exciting refurbishment is planned for 2027, and we are confident it will bring a fresh feel to our accommodation. Nonetheless, we are glad our location on Collins Street worked so well for your visit, and we hope you were able to make the most of your time in the heart of Melbourne. We hope to have the opportunity to welcome you back to our hotel in the future. Best regards, Andrew Maynard, General Manager

Dear Robert, We really appreciate this positive review of your recent visit. We are delighted that our check-in team made such a great impression, especially with your very late arrival. It is wonderful to hear that Narla stood out with his service and helped get your stay off to a smooth start. We will make sure he receives your generous praise. Our team takes real pride in looking after guests and we are glad you felt so well taken care of. All of the team very much hope that we will have the chance to see you again very soon. Kind regards, Andrew Maynard, General Manager

Dear Jasminka, Thank you very much for this kind review. We are delighted that you found our hotel so well located and easy to access. Our position on Collins Street makes exploring Melbourne wonderfully convenient, and we are glad it served you well during your couple’s getaway. It is lovely to know you enjoyed the food and the service from our team. We take pride in offering a warm welcome and dishes that showcase local produce at Lane Restaurant, so your kind words mean a great deal to us. The entire team looks forward to seeing you again in the future. Kind regards, Andrew Maynard, General Manager

Dear Lilith, Thank you for taking the time to provide such detailed feedback. I am sincerely sorry that your stay at Novotel Melbourne on Collins was disappointing and that you did not feel the experience represented value for money, particularly given the rate paid during a busy racing period. I am disappointed to hear that your initial room was inconveniently located and lacked bedside lighting, resulting in the need to move rooms. It is even more concerning that your replacement room had mould and discoloured grout in the shower. This is not the standard of cleanliness or presentation I expect, and I sincerely apologise. I will refer your comments to our Housekeeping and Maintenance leadership teams for review, including the need for more thorough bathroom cleaning and inspections. I also regret the inconvenience caused by the television not working correctly. I appreciate your feedback regarding the tired appearance of the property, including the entrance. An exciting refurbishment is planned to commence, which will enhance all guest rooms and public spaces. I recognise that the current presentation of some areas falls short of expectations. I also understand your frustration with the reduced lift availability. Our long-awaited lift replacement and modernisation project is underway, and for essential safety reasons, two lifts have had to be taken out of operation simultaneously. These significant works are necessary to ensure the ongoing safety and reliability of our lift system. While I recognise their importance, I also appreciate the considerable inconvenience caused by extended waiting times, and I sincerely apologise. Your comments regarding Reception waiting times, unanswered telephone calls, delayed room servicing and the lack of clear WiFi instructions are equally concerning. Guests should be able to obtain assistance promptly and access basic hotel information without repeatedly contacting Reception. I will address these matters with our Front Office and Housekeeping leadership teams. I am also sorry that breakfast did not meet expectations. Porridge should be served at an appropriate temperature, and I appreciate your suggestions regarding greater flexibility for special meal requests and earlier breakfast availability during major racing events. I will share these comments with our Food and Beverage leadership team for consideration. Thank you also for your observations regarding our sustainability initiatives. Our larger-format bathroom amenities are intended to reduce single-use plastic waste, but I understand your concerns regarding hygiene. Proper cleaning and presentation of these dispensers are important, and I will reinforce this with our Housekeeping team. I also acknowledge that we could do more to communicate our sustainability efforts to guests. I sincerely regret that so many aspects of your stay fell short of expectations. I understand your hesitation about returning, and I appreciate you bringing these concerns to my attention. Your feedback provides important opportunities for improvement, and I hope we may have the chance to restore your confidence in our hotel in the future. Kindest regards, Andrew Maynard, General Manager

Dear Gerard, Thank you for sharing your feedback following your stay at Novotel Melbourne on Collins, and thank you for your valued loyalty as an ALL Silver member. I am delighted that you and your partner enjoyed our outstanding central location and the service provided by our team. It is particularly pleasing to hear your praise for our Reception colleagues, whom you described as top class. I will be delighted to share your kind words with our Front Office team. I also appreciate your candid comments regarding the condition of our interiors. I recognise that some areas of the hotel are showing their age, particularly the paintwork and carpets, and I understand how this can affect the overall impression of your accommodation. An exciting refurbishment is planned to commence, which will enhance all guest rooms and public spaces. Thank you also for recognising the hard work of our Housekeeping team. I appreciate your observation regarding staffing and the demands placed on our colleagues. Your feedback is valuable, and I will share it with our Housekeeping leadership team as we continue to review service standards and operational support. I am pleased that your booking, check-in and departure experiences were positive, and I appreciate your excellent rating for our sustainability efforts. Thank you again for your constructive feedback and continued Silver loyalty. I hope to welcome you both back to Novotel Melbourne on Collins for another enjoyable stay, with improvements to the areas you have highlighted. Kind regards, Andrew Maynard, General Manager

Dear Greer, Thank you for such a wonderful and thoughtful review, and thank you for your loyalty as an ALL Classic member. I am delighted that your family enjoyed such a memorable stay at Novotel Melbourne on Collins and that we were able to provide the perfect balance of family-friendly comfort and a little touch of luxury. It is lovely to hear that your family suite provided the space and comfort you needed, and that the small gifts for your little ones helped make their arrival and departure special. I am also pleased that you enjoyed our breakfast buffet and central location. Your recognition of our Housekeeping team is particularly appreciated. Keeping a family suite fresh and comfortable throughout a stay is no small task, and I will be delighted to pass on your kind words to the team. I especially enjoyed reading about Rosie helping your four-year-old son find our robot vacuum! It is often these little moments that create the happiest holiday memories, and I am thrilled that Rosie helped make his day. I will make sure she receives your lovely feedback. I am sorry that the pool and spa temperatures were a little cooler than you would have liked. I will share your comments with our Maintenance team to review. I also appreciate your feedback regarding the speed and ease of accessing our WiFi, which I will refer to our IT team. Thank you again for your generous recommendation, excellent ratings and kind recognition of our colleagues. It means a great deal to know that your family holiday felt both comfortable and special. I look forward to welcoming you all back for another wonderful stay, and perhaps another visit with our robot vacuum! Kind regards, Andrew Maynard, General Manager

Dear Philip, Thank you for taking the time to share your feedback, and thank you for your valued loyalty as an ALL Classic member. I am delighted that you enjoyed our convenient central location and found our facilities well suited to your business meetings and day-use requirements. Being in the heart of Melbourne’s CBD is certainly an advantage for guests with busy schedules, and I am pleased we could provide a comfortable and convenient base for your visit. It is also wonderful to see your positive ratings for our team, accommodation, cleanliness and arrival experience. I will be pleased to share your kind feedback with our colleagues. Thank you again for your recommendation and continued loyalty. I look forward to welcoming you back to Novotel Melbourne on Collins for your next business visit. Kind regards, Andrew Maynard, General Manager

Dear Ishita, Thank you for taking the time to provide such detailed feedback, and thank you for your loyalty as an ALL Classic member. I am sincerely sorry that your recent business stay at Novotel Melbourne on Collins was such a disappointing experience. Your comments highlight several areas where we fell well short of the standards you should expect. I am particularly concerned about the condition and comfort of your accommodation, including the lumpy bed and pillows, as well as your low rating for cleanliness. A clean, comfortable room and a good night’s rest are fundamental to any hotel stay, especially when travelling for business. I will share these concerns with our Housekeeping and Maintenance leadership teams for review. I also apologise for the lack of clear information regarding hotel access, facilities and WiFi connectivity. I appreciate that the ongoing works can make navigating the hotel less straightforward, which makes clear signage and helpful directions even more important. You should not have needed to search for basic information about accessing your room, using the gym or connecting to the internet. Your feedback will be shared with our Front Office team to review the information provided to guests during check-in and throughout their stay. I am especially disappointed that your repeated calls to Housekeeping and the hotel operator went unanswered, including your request for body lotion. This is unacceptable, and I sincerely apologise for the frustration caused. While I appreciate your recognition of the polite team members at check-in, that positive interaction should have been supported by responsive service throughout your stay. I also regret that your ALL Classic membership was not acknowledged appropriately. You should feel recognised and welcomed as a valued member, without needing to prompt our team. I will address this with our Front Office leadership team. Regarding drinking water, the glass bottles provided in our rooms contain filtered drinking water as part of our efforts to reduce single-use plastics. I appreciate that the arrangements for obtaining additional water were not clearly explained, and your feedback reinforces the need for better communication about our sustainability initiatives. I am equally sorry that breakfast and in-room dining did not meet expectations. I will refer your comments to our Food and Beverage leadership team for review, alongside your feedback regarding the quality of our food offerings. Thank you again for bringing these concerns to my attention. I recognise that the issues you experienced were not isolated to one aspect of your stay, and I sincerely regret that we failed to provide the comfortable, welcoming and reliable experience you deserved. Should you wish to discuss your experience further, I would welcome you to contact me directly at an… Kindest regards, Andrew Maynard, General Manager

Dear Ronan, Thank you for taking the time to share your detailed feedback, and thank you for your loyalty as an ALL Classic member. I am pleased that you and your partner enjoyed our buffet breakfast and the friendly service provided by our team during your visit for the Melbourne Marathon. However, I am sincerely sorry that your accommodation fell so far short of expectations, particularly given the rate paid. I understand your disappointment with the room upgrade, especially as you paid an additional $30 expecting an improved experience. Having a room overlooking a shared workspace, with limited privacy and insufficient lighting, is understandably frustrating. I appreciate that needing to keep the curtains closed throughout your stay made the room feel even darker. You should not have needed to request bedside lamps to make the space comfortable, and I apologise for this inconvenience. I am also disappointed that you had to request bathrobes and that they were subsequently removed during servicing. This lack of consistency is not acceptable, and I will share your comments with our Housekeeping leadership team. I do, however, appreciate your recognition of the hard work our Housekeeping colleagues undertake. I acknowledge your comments regarding the dated appearance of the rooms. An exciting refurbishment is planned to commence, which will enhance all guest rooms and public spaces. I recognise that the current condition and presentation of some rooms do not reflect the experience you reasonably expected at this price point. Regarding the lifts, I fully understand your frustration, particularly during a busy event such as the Melbourne Marathon. Our long-awaited lift replacement and modernisation project is underway. This is a significant, long-term infrastructure upgrade necessary to ensure the ongoing safety and reliability of our lift system. For essential safety reasons, two lifts have had to be taken out of operation simultaneously, and I sincerely apologise for the extended waiting times this creates. Information regarding the lift works is provided through our website and booking channels, but I regret that this was not sufficiently clear when you made your reservation. I appreciate your feedback regarding the importance of communicating both the extent of the disruption and the accommodation experience guests can expect before booking. Thank you again for your candid comments and for recognising the efforts of our team. I sincerely regret that your stay did not represent the value or comfort you expected, and I hope we may have an opportunity to restore your confidence in Novotel Melbourne on Collins in the future. Best regards, Andrew Maynard, General Manager

Dear Ben, We appreciate you sharing your comments with us. However, we are sincerely sorry that some aspects of your stay did not meet your expectations. We recognise how important recovery facilities are for guests participating in the marathon, and we regret that our spa was unavailable during your visit. We also acknowledge your comments about our reception team’s awareness, and we will take your observations on board. Your feedback regarding the in-room temperature controls is likewise noted, and we apologise for any confusion the panel caused. Our maintenance colleagues are always available to assist with such matters during a stay. Nonetheless, it is wonderful that you found the accommodation itself to be comfortable and in line with your expectations. We hope to welcome you back. Best wishes, Andrew Maynard, General Manager

Dear Kenneth, Thank you for taking the time to share your feedback, and thank you for your loyalty as an ALL Classic member. I am sincerely sorry that your recent stay did not meet expectations, particularly as a returning guest, and that you did not feel the experience represented good value for money. I am disappointed to hear about the soap scum on the shower screen and the mould you noticed in the bathroom. These are not the standards of cleanliness we expect, and I apologise that they were overlooked. I will share your comments with our Housekeeping and Maintenance leadership teams for review and attention. I also acknowledge your observation that the bathroom is looking tired. An exciting refurbishment is planned to commence, which will enhance all guest rooms and public spaces. I recognise that the current condition of some areas does not reflect the experience you should expect for the price paid. I completely understand your frustration regarding the lifts, particularly as you experienced reduced availability during your previous stay in June. Our long-awaited lift replacement and modernisation project has now commenced, and I appreciate that the continued disruption may appear to be an unusually lengthy repair. This is a significant, long-term infrastructure replacement rather than routine maintenance. For essential safety reasons, it has been necessary to take two lifts out of operation simultaneously. We are working closely with our contractors to complete the project as safely and efficiently as possible, but I recognise that this does not lessen the inconvenience of having only one lift available to access guest floors. I am also sorry that your booking and arrival experiences fell short of expectations. Your feedback has been shared with our Front Office leadership team for review. Thank you again for your candid comments and for choosing to return to Novotel Melbourne on Collins. I sincerely regret that we did not provide the comfortable, well-maintained and enjoyable stay you deserved, and I hope we have an opportunity to restore your confidence in our hotel in the future. Best regards, Andrew Maynard, General Manager

Dear Stuart, Thank you for sharing your feedback and for choosing to stay with us again. I also appreciate your continued loyalty as an ALL Classic member. I am pleased that you enjoyed a comfortable stay and particularly appreciate your excellent ratings for our team, accommodation, cleanliness and overall service. It is wonderful to know that our colleagues helped make your business visit enjoyable. I do, however, completely understand your frustration regarding the lifts, especially having experienced disruptions during visits in two consecutive years. I appreciate how disappointing it must be to return and find that lift availability remains an issue, and I sincerely apologise for the inconvenience. Our long-awaited lift replacement and modernisation project has now commenced. This is a significant, long-term infrastructure upgrade rather than a routine repair, and the works are essential to ensuring the ongoing safety and reliability of our lift system. For safety reasons, it has been necessary to take two lifts out of operation simultaneously. While I recognise the frustration this creates, these improvements are an important investment in the hotel’s future, and we are working closely with our contractors to complete the project as safely and efficiently as possible. Thank you again for your patience, positive ratings and continued loyalty. I genuinely appreciate your support despite the ongoing lift challenges and look forward to welcoming you back to Novotel Melbourne on Collins for another comfortable stay. Kind regards, Andrew Maynard, General Manager

Dear Bradyn, Thank you for taking the time to share your feedback, and thank you for your loyalty as an ALL Classic member. While I am pleased that you appreciated our central Melbourne location, I am sincerely sorry that several aspects of your stay fell short of expectations. I am disappointed to hear that the air conditioning and pillows did not provide the comfort you expected. A comfortable room and a good night’s rest are essential to an enjoyable stay, and I will share your comments with our Maintenance and Housekeeping teams for review. I also acknowledge your low rating for cleanliness, which is concerning and will be raised with our Housekeeping leadership team. I completely understand your frustration regarding the lifts. Our long-awaited lift replacement and modernisation project is underway, with these significant works necessary to ensure the ongoing safety and reliability of our lift system. For essential safety reasons, two lifts have had to be taken out of operation simultaneously. I recognise the inconvenience and extended waiting times this creates, and I sincerely apologise for the disruption. I am also sorry that the WiFi connection was slower than expected. Reliable internet access is an important part of the guest experience, and I will refer your feedback to our IT team for review. Thank you again for your candid comments. I regret that we did not provide the comfortable and seamless stay you deserved, and I hope we have an opportunity to deliver a much-improved experience on a future visit. Best wishes, Andrew Maynard, General Manager

Dear Dwight, Thank you for taking the time to share your feedback following your seven-night stay, and thank you for your loyalty as an ALL Classic member. I am delighted that you and your partner enjoyed our central location, spacious and comfortable bed, and the cleanliness of your accommodation. It is particularly pleasing to hear your recognition of our Housekeeping team, who worked hard to ensure your room was well presented throughout your stay. I will be pleased to share your kind comments with them. I completely understand your frustration regarding the reduced lift availability, particularly during an extended stay in a busy hotel. Our long-awaited lift replacement and modernisation project is now underway, with these significant works essential to ensuring the ongoing safety and reliability of our lift system. For safety reasons, it has been necessary to take two lifts out of operation simultaneously. While these works are important, I recognise that having only one lift available causes considerable inconvenience, and I sincerely apologise for the disruption to your stay. I also appreciate your feedback regarding the unavailable satellite television channels and the cost of our in-room movies. I understand your disappointment, particularly when spending a full week with us. I will share your comments regarding channel availability with our Maintenance team and your concerns about movie pricing with the relevant department. As part of our planned refurbishment, our in-room entertainment will also be modernised to provide guests with an improved viewing experience, including streaming capabilities. Thank you also for highlighting the WiFi connection speed and your experience of recognition as an ALL member. I will refer these comments to our IT and Front Office teams respectively, as we want our guests to enjoy reliable connectivity and feel valued throughout their stay. I sincerely appreciate your positive recommendation and constructive suggestions. Thank you again for choosing Novotel Melbourne on Collins, and I look forward to welcoming you both back for another enjoyable visit. Best wishes, Andrew Maynard, General Manager