Dear Neil J., Thank you for your kind words regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you had a good experience and that you consider our hotel a reliable choice. We take pride in providing a welcoming atmosphere and excellent service to all our guests, and your feedback is highly appreciated. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Alexandra, Thank you for bringing this to our attention. I am very sorry to hear that you were charged twice for your accommodation and, more importantly, that you have not yet received either the refund or an appropriate apology. A duplicate charge should be investigated and corrected promptly, with clear communication throughout the process. I completely understand how frustrating it would be to still be waiting for your money to be returned without receiving an explanation or update from us. I will ask our team to review the transaction and confirm the status of the refund. If the refund has already been processed by the hotel, we should be able to provide confirmation so that you can follow up with your financial institution if necessary. Please accept my apologies for both the billing error and the way the matter has been handled since. This is not the level of service we expect to provide. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Helena, Thank you for your feedback and, more importantly, for your loyalty to Novotel Perth Langley over the past 20 years. We genuinely appreciate guests who have continued to choose us over such a long period, which makes it particularly disappointing to hear that this stay did not live up to your previous experiences. I am pleased that you found our team friendly and welcoming, and I will certainly share your kind comments with them. I also acknowledge your comments regarding the condition of the room and bathroom. I am currently working through broader refurbishment plans for the property, and feedback from long-standing guests such as yourself reinforces the importance of these improvements. After more than 20 years of staying with us, you are particularly well placed to recognise where the hotel now needs attention. I am sorry we disappointed you on this occasion and sincerely hope we have the opportunity to provide you with a much better experience on your next visit. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Jordan, Thank you for your thoughtful review. I’m delighted to hear that, overall, you had a great stay with us. It is particularly pleasing to hear your comments about our team and that they went above and beyond throughout your stay. This is wonderful recognition for them, and I will be very happy to share your feedback. I also appreciate your constructive comments regarding the guestrooms and our car park. We recognise that aspects of our rooms are dated, and I am currently working through broader refurbishment plans for the property. Thank you also for your suggestion regarding the relaxation area above the gym. The views from the top of the hotel are certainly something special, and your suggestion of adding chairs and tables so guests can better enjoy the space is a very good one that we will consider. Thank you again for staying with us and for balancing your positive experience with some helpful suggestions. We hope to welcome you back to Novotel Perth Langley again soon. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Wenhua, Thank you for sharing your feedback. I am sorry that the $101.40 charge caused concern, particularly when you found only milk in the minibar. To clarify, this amount is taken as a security deposit for incidental charges during the stay and is not specifically a minibar deposit or a charge for the items placed in the refrigerator. Provided there are no outstanding charges, the remaining amount is released following departure, with the timing of the funds becoming available again dependent on the guest’s financial institution. I appreciate, however, that this should have been clearly explained at check-in so there was no confusion about why the amount was being held. I am pleased that the funds were returned within two days but apologise that the process was not communicated more clearly. Thank you for bringing this to our attention, as it is a useful reminder for us to ensure our team clearly explains charges and incidental deposits at check-in. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Drago, Thank you for your positive feedback regarding your recent stay with us. We are delighted to hear that you found your room comfortable and enjoyed our breakfast offerings. It is always gratifying to know that our amenities contribute positively to our guests' experiences. We look forward to welcoming you back for another enjoyable stay in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Melanie, Thank you for your feedback. We are pleased to hear that you had a good experience with us. If there is anything specific you would like to share about your stay, please feel free to reach out to us. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Rochelle, Thank you for your positive feedback. We are delighted to hear that you found our location convenient and that your check-in experience was smooth. It is gratifying to know that our team provided helpful service and that you enjoyed the comfort of your accommodations. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Fatos, Thank you for taking the time to share your feedback, and a belated Happy Birthday from all of us at Novotel Perth Langley! I’m delighted to hear that our team helped make your birthday celebration feel special and that you found everyone kind and helpful. I will be very pleased to share your lovely comments with them. I also appreciate your detailed feedback regarding breakfast. I’m sorry that you found the selection limited compared with other Novotel hotels you have experienced, particularly the lack of fresh salad items and variety of cheeses. We do offer eggs cooked to order, including fried eggs and omelettes, and I’m sorry this was not clearly communicated to you. You certainly should not have had to discover this only after seeing another guest with a freshly cooked egg. We need to make the available options much clearer. I also acknowledge your observation that our breakfast team appeared extremely busy. While I’m pleased they remained friendly, being busy should not prevent us from providing attentive and engaging service. I will share your comments with our Food & Beverage team, particularly around buffet variety, communication of our cooked-to-order options and service during busy periods. Thank you again for celebrating your birthday with us. I’m pleased our team made the occasion memorable, and I hope we have the opportunity to welcome you back for an even better experience next time. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Nick, Thank you for your kind words regarding your recent stay. We are pleased to know that you found our accommodations comfortable, our staff friendly, and our location convenient. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Renae, Thank you for your wonderful feedback. We’re delighted to hear that you enjoyed the friendly and helpful service from our team, your clean and comfortable room, and your dining experience with us. It’s also great to know that you found our parking convenient and particularly appreciated the availability of overnight EV charging. A special thank you for recognising Jigme. It is always wonderful to see individual members of our team acknowledged for providing fantastic service, and I will make sure your comments are shared with Jigme and the wider team. Thank you for choosing Novotel Perth Langley. We truly appreciate your kind words and look forward to welcoming you back again soon. Kind regards, Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Michelle, Thank you for your wonderful feedback. We’re delighted to hear that our team was able to make your stay that little bit easier and take some of the pressure off during your competition in Perth. I’m particularly pleased that the team could assist you with the parking arrangements and ensure everything was sorted correctly. It’s also great to hear that being able to leave your luggage with us gave you the flexibility to focus on your competition without worrying about getting back to the hotel by a particular time. Most importantly, thank you for recognising how helpful our team were. Genuine, practical assistance when our guests need it is exactly the type of service we want to provide. It’s fantastic to hear that you will absolutely stay with us again. We really appreciate your support and look forward to welcoming you back to Novotel Perth Langley next time you’re in Perth. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Monique, Thank you for your feedback. We are pleased to hear that you found our location convenient and our reception staff friendly. Your comments are valuable to us, and we appreciate your insights. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Kathleen -. M., Thank you for taking the time to provide such detailed and balanced feedback. I’m delighted that, overall, you really enjoyed your stay and particularly appreciated the friendly, helpful and welcoming service from our team. To hear our customer service described as “absolutely top notch” is wonderful recognition, and I will be pleased to share your comments with the team. I am sorry, however, for the room-related issues you experienced. The toothbrush and shaving amenities should have been replenished where required, and I will also have the dripping shower followed up with our Housekeeping and Engineering teams. I appreciate your comments regarding the room size and the photographs viewed when booking. Our room layouts and outlooks do vary throughout the hotel, particularly our corner rooms, and unfortunately on this occasion the only higher room category available when you enquired was our top category. I understand that this was not a practical upgrade option for you. I’m also sorry that the outlook did not match your expectations of a city view. Depending on the location of the room, some of our city-facing rooms do overlook neighbouring buildings, including the Pan Pacific, and I certainly appreciate your comments regarding privacy given the proximity of the two hotels. Most importantly, I’m very pleased that these issues did not overshadow your overall experience. It’s wonderful to hear that you enjoyed our location, the convenience of the nearby free CAT bus services, and easy access to the city. We also greatly appreciate your loyalty as an ALL Accor member. Thank you especially for saying that you would definitely return. We would be delighted to welcome you back, and I hope your next stay combines the excellent service you experienced this time with a room and outlook that better meet your expectations. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Dominic, Thank you for taking the time to share your feedback. While I’m pleased that you found the room itself satisfactory, I am very sorry about the housekeeping issues you encountered. Arriving later in the day with children and finding that the second bed had not been made up is certainly not ideal. When a room is booked for a family, the required bedding should be prepared before arrival so that everyone can settle in comfortably without having to contact the hotel for assistance. I am also particularly concerned by your comments regarding hair being present on the towels and the condition of the spa bath. Brown residue around the spa jets and filter, particularly where it subsequently discolours the bath water, is unacceptable and understandably raises concerns about cleanliness. This should have been identified during the cleaning and inspection of the room before it was released. Please accept my sincere apologies. I will be following up these matters with our Executive Housekeeper, including the preparation of family rooms, linen checks and the cleaning and inspection procedures for our spa baths. These are fundamental housekeeping standards that we should be getting right, and I am sorry that they detracted from your family's stay. Thank you for bringing them to my attention. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Kelly, Thank you for your feedback. We are pleased to hear that you found the check-in and check-out process to your satisfaction. However, we regret to learn that the phone charges in your room were not operational. We appreciate your comments which our team is following up. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Patricia, Thank you for your kind words regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you enjoyed the warm welcome and the view from your room. It is our pleasure to provide special touches for our guests. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Warren, Thank you for your feedback. We are delighted to hear that you had a good stay at Novotel Perth Langley. Your satisfaction is important to us, and we appreciate your kind words. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Meredith K, Thank you for taking the time to provide your candid feedback. I am sorry that aspects of your stay left you with this impression. I would, however, like to clarify the signage regarding towel reuse. Asking guests to hang towels they are happy to reuse and place those requiring replacement in a designated location is a well-established sustainability practice used by many hotel groups around the world, not simply Novotel. The intention is genuinely to reduce unnecessary water, energy and detergent consumption. That said, you are absolutely correct that if you followed those instructions and hung your towel for reuse, it should not then have been replaced. That defeats the purpose of the programme entirely, and I will raise this with our Housekeeping team. Sustainability should also never be used as an excuse for poor cleanliness. Finding a bottle top left beneath the basin is a housekeeping oversight, and I apologise that this was missed when your room was cleaned and inspected. I also acknowledge your comments regarding the condition and presentation of the guestrooms. I am currently working through refurbishment plans for the property, and items such as flooring, finishes and the overall presentation of the rooms form part of those broader considerations. While I appreciate that some of our sustainability initiatives may not suit every guest's expectations, they should operate alongside – rather than at the expense of – excellent cleanliness, comfort and hospitality. On this occasion, it is clear there were areas where we could have done better. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au