Hi Jessica, Thank you for taking the time to share your feedback. We are very sorry to hear that the condition and cleanliness of your room fell below expectations. We sincerely apologise for the items found underneath the bed, as this clearly should have been identified and removed during the cleaning and inspection process. We have shared this feedback with our Housekeeping team for follow-up. Regarding the cockroaches, Queensland’s warm and humid climate can unfortunately result in increased pest activity. We do have a regular pest management program in place and have recently completed our latest pest control treatment across the resort. Nevertheless, we apologise for the discomfort this caused. We also acknowledge your comments regarding the age, lighting and overall presentation of the room, and we are sorry that the accommodation did not meet your expectations or reflect the impression you had prior to arrival. Thank you again for bringing these matters to our attention. Your feedback has been shared with the relevant teams as we continue working to improve our guest experience. Kind regards, David Front Office Manager

Hi Sharon, Thank you for the feedback. We are sorry that your stay did not meet your expectations. While we are pleased that our team was able to arrange an alternative room for you, we also recognise that having to wait for the room move meant further disruption to your second day and took away valuable time that should have been spent enjoying the resort. We apologise for the inconvenience and frustration this caused. Your feedback regarding room allocation around areas affected by works has been shared with our team so we can be more mindful of the impact this may have on our guests. We appreciate you choosing to stay with us and hope we have the opportunity to provide you with a much more relaxing and enjoyable experience in the future. Kind regards, David Dai Front Office Manager

Hi Emily, Thank you for your wonderful feedback. We are delighted to hear that you and your family enjoyed everything the resort had to offer and had such an enjoyable stay with us. It sounds like you will have to come back and stay a little longer next time so you can experience some of our resort activities as well! We look forward to welcoming you and your family back for another memorable stay. Kind regards, David Front Office Manager

Hi Daniel, Thank you for your feedback. We are pleased to hear that you found our location convenient for attending your conference at the Convention Centre. We hope you had an enjoyable and comfortable stay with us and look forward to welcoming you back, whether for another conference or a relaxing getaway. Kind regards, David Dai Front Office Manager

Hi Laura, Thanks so much for your feedback! I’m thrilled to hear you had a wonderful time by the pool and lagoon. I truly apologize for the wait times you faced with your food orders. I’ll be sure to share your comments with our team to help us improve that aspect of your service. We hope to see you back soon! Regards, Kirsty Guest Service Agent

Hi Jason, Thank you for your amazing review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Kirsty Guest Service Agent

Hi Pauline, Thank you for your lovely feedback. We are pleased that our team was able to relocate you to one of our renovated rooms and that you found it more comfortable. It is also wonderful to hear that our team made you feel welcome and were friendly and helpful throughout your stay. We are delighted you enjoyed your meal at our à la carte restaurant and understand your disappointment that it was not available on Monday evening. We appreciate you sharing this feedback with us. Thank you again for staying with us, and we look forward to welcoming you back for another enjoyable visit. Kind regards, David Dai Front Office Manager

Hi Yasmin, Thank you for your lovely feedback. We are delighted to hear that you enjoyed the resort and the peaceful natural surroundings. We look forward to welcoming you and your family back for an even longer and more relaxing stay in the future. Kind regards, David Dai Front Office Manager

Hi Tamara, Thank you for sharing your feedback. We are very sorry that the condition of your accommodation fell below expectations. Peeling paint and mould in the bathroom are certainly not the standards we aim to provide, and we apologise that your initial room was presented in this condition. We appreciate you bringing these maintenance and cleanliness concerns to our attention. Your comments have been shared with our Housekeeping and Maintenance teams for further review and attention. Thank you again for your feedback, and we hope to have the opportunity to provide you with a much-improved experience on a future visit. Kind regards, David Dai Front Office Manager

Hi Aidan, Thank you for taking the time to share your feedback. We are very sorry for the confusion at check-in and that only one of your two rooms was initially provided. We also apologise that your request for adjoining rooms was not accommodated. We also acknowledge your concerns regarding the condition of the resort and the water damage in your room. We are currently undertaking renovation across the resort, changes are expected once the renovation project is finished. It is also disappointing to hear that the arcade room was unavailable during your stay. We understand that these facilities are a big part of the experience for children, and we are sorry for the disappointment this caused your family. Thank you again for your feedback. We regret that several aspects of your stay fell short of expectations and hope we have the opportunity to provide your family with a much smoother and more enjoyable experience in the future. Kind regards, David Dai Front Office Manager Novotel Sunshine Coast Resort

Dear Kyle R., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you found our service and resort to be exceptional. We look forward to welcome you again in the future Regards, Fed Guest Service Agent Novotel Sunshine Coast Resort

Hi Amelia, Thank you for taking the time to provide such detailed feedback. We are sincerely sorry to read about your experience, particularly when you had been looking forward to staying with us and expected our resort to be one of the highlights of your trip. At check-in, our team should take the time to properly welcome our guests and provide clear directions and assistance in navigating our large resort. We apologise that your arrival felt rushed and impersonal. We are equally disappointed by your experience with our restaurant. The cleanliness of the tables, communication regarding cutlery, quality of the food and drinks, and the manner in which your requests were handled all fall short of the experience we aim to provide. Your comments regarding the cleanliness at breakfast are also concerning and have been shared with our Food & Beverage leadership team. We are very sorry to hear that you became seriously unwell during the evening. While we cannot determine the cause of an illness from a review alone, we take any report of illness following dining at our resort very seriously. We are also disappointed that when you raised this with our team at checkout, you did not feel that your concerns were treated with the appropriate level of care and attention. We sincerely apologise that we failed to deliver this during this stay. Please do not hesitate to reach out should you wish to discuss this further. Kind regards, David Dai Front Office Manager Novotel Sunshine Coast Resort

Hi A., Thank you for sharing your feedback. We are pleased to hear that your family enjoyed the lagoon and water activities, which are certainly a highlight of the resort for our younger guests. We are sorry, however, that the condition of your room and noise from the ongoing renovation works impacted your stay. We particularly apologise that this occurred after you had requested a quiet area. While improvement works are important for enhancing our accommodation, we will make sure to keep the disturbance at minimum to our guests. Thank you again for your feedback, and we hope to welcome your family back to enjoy an improved and more relaxing experience in the future. Kind regards, David Dai Front Office Manager Novotel Sunshine Coast Resort

Dear Jane H., Thank you for your positive feedback regarding our location, grounds, and facilities. We appreciate your feedback about the bathroom's condition and room decor, and your comments will be taken into consideration as we continually strive to enhance our guest experience. Best regards, Fed Guest Service Agent Novotel Sunshine Coast Resort

Hi Justine, Thank you for taking the time to share your feedback. We are sorry to hear that your overall experience at the resort did not meet expectations. We particularly appreciate your comments regarding the conference catering. Dietary requirements should be clearly considered and communicated, and we understand your concern regarding the lack of signage identifying vegetarian and vegan options during the evening meals. Your feedback regarding the variety of dietary options and the breakfast queues is also important and will be shared with our Conference and Food & Beverage teams for review. We also regret that the overall resort environment and accommodation did not leave you with a more positive impression. Thank you again for your constructive feedback. We do hope we can welcome you back in the near future for a better experience. Kind regards, David Dai Front Office Manager Novotel Sunshine Coast Resort

Hi Abbi, Thank you for taking the time to share your feedback. We are very sorry to hear that your accommodation experience fell well below expectations and ultimately resulted in you leaving the resort earlier than planned. We apologise for the condition and cleanliness of your room. We will make sure to inform our housekeeping team about this for further review. We also understand how frustrating it must have been to experience repeated noise disturbances over several nights, especially when this affected your ability to sleep and required multiple calls to Reception. This is certainly not the comfortable and relaxing stay we want our guests to have. We have just started the renovation project last month, so we are expecting to see exciting changes once the project is finished. We are pleased, however, that you enjoyed the pool and resort activities, and particularly appreciate your kind words about our Activities team. We will be sure to share your feedback with them. Thank you again for your feedback. We hope we can welcome you back in the near future for a better experience. Kind regards, David Dai Front office manager Novotel Sunshine Coast Resort

Dear Barry C., Thank you for your kind feedback. We are delighted to hear that you and your family enjoyed our resort's facilities and activities. We look forward to welcoming you back for another wonderful stay. Best regards, Fed Guest Service Agent Novotel Sunshine Coast Resort

Hi William, Thank you for sharing your feedback. We’re pleased to hear that your family enjoyed the lake facilities during your stay. We apologise for the cockroach found in your bathroom. This is certainly not the standard of cleanliness we aim to provide, and your feedback will be shared with our Housekeeping team for follow-up. We also appreciate your comments regarding the check-in experience and the visibility of the priority queue for our Accor Gold and Explorer members. We do have a Priority check in desk, however we will look into this issue and improve our communication on check-in regarding the member's arrival experience. Thank you again for your constructive feedback, and we hope to welcome you and your family back for an even better stay in the future. Kind regards, David Dai Front office manager Novotel Sunshine Coast Resort

Hi Cherylene, Thank you for taking the time to provide such detailed feedback and, more importantly, for your family’s continued loyalty to Novotel Sunshine Coast Resort over two generations. It means a great deal to us to know that Twin Waters has been part of your family holidays for so many years. We are pleased that your stay was comfortable and that you enjoyed our lagoon activities. However, we apologise that your room was not serviced as expected and that a room servicing sign was not provided. We are particularly concerned by your comments regarding the bar service, especially as you noticed a decline across your recent visits. Our team should be confident in the products we offer and able to prepare the cocktails on our menu correctly and consistently. We appreciate the considerate way you have raised your experience with our younger team member, and your feedback highlights an area where further training and support are required. We will be sharing your comments with our Food & Beverage leadership team for review and follow-up. As a long-standing returning guest, we genuinely appreciate your continued support and constructive feedback, and we look forward to welcoming your family back and providing the experience you have come to expect from us. Kind regards, David Dai Front Office Manager Novotel Sunshine Coast Resort