Dear Paul M., Thank you for your wonderful review! We’re delighted that Novotel Perth Langley was the perfect choice for your staycation, and that you enjoyed our convenient location and starting the day with breakfast included. It is also wonderful to receive your 100/100 sustainability rating. Thank you for specifically recognising our towel reuse initiative. Giving guests the choice to reuse their towels helps us reduce unnecessary water and energy consumption while still allowing guests to choose what works best for their stay. Thank you again for the perfect score, and we look forward to welcoming you back for another relaxing getaway. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Patrick, Thank you for your feedback regarding your recent stay. We appreciate your positive comments about our location. We are aware that some of our rooms may require updates, and your insights will be taken into consideration for future improvements. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Peter, Thank you for taking the time to provide your feedback. I am very sorry that, despite a positive welcome from our Front Office team, the condition of your room left you so disappointed. We recognise that aspects of our guestrooms and bathrooms are dated and would benefit from refurbishment, and I am currently working through broader refurbishment plans for the property. However, age does not excuse the issues you have described. A dirty shower curtain, and calcium build-up on the shower head and non-functioning power points are housekeeping and maintenance matters that we should be getting right. I will ensure these concerns are followed up with our Housekeeping and Engineering teams. I am also sorry that neither of the pillow options provided a comfortable night's sleep. We do have alternative pillow options available, and our team should always be happy to assist where we can. It is particularly disappointing to read that you would not stay with us again. While I appreciate your positive comments about the friendly team at check-in, your 30/100 rating makes it clear that the accommodation itself fell well short of the standard you expected from Novotel. Thank you for being candid about your experience. Your comments will form part of our ongoing review of both our room presentation standards and future refurbishment priorities. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Kyle, Thank you for your review and for providing such detailed feedback. It is wonderful to hear that you found our Front Office team fantastic, and that your check-in was easy and welcoming. Although you cannot recall their names, we will do our best to identify the two team members who assisted you and share your recognition with them. I am sorry, however, about the condition of your room. Hair on the bathroom walls and doors, together with a dirty or blocked air-conditioning vent, are fundamental housekeeping standards that we should be getting right. A blocked filter can also significantly affect airflow and comfort, so I will ensure your comments are followed up with both our Housekeeping and Engineering teams. I also apologise that Room Service was difficult to reach. Guests should not have to make repeated attempts to place an order, and I will share this feedback with our Food & Beverage team. Finally, thank you for recognising the absence of unnecessary plastic bin liners as a positive environmental initiative. We appreciate guests noticing the smaller changes we are making to reduce waste. Thank you again for your feedback. We’re delighted our team made such a positive impression and hope we can provide you with a much better room experience on your next stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Elizabeth, Thank you for your feedback and for your loyalty as an ALL Accor Gold member. I am sorry that this stay felt unusually underwhelming and, particularly, that you were left with the impression that you were not especially welcome. Your arrival sets the tone for the entire stay, and a disinterested check-in experience is certainly not the warm and professional welcome we expect our team to provide, particularly to a returning ALL member. We also acknowledge your comments regarding the limited room lighting and noise transfer. Some of our guestrooms can feel darker than guests would prefer, and improved lighting and sound insulation are important considerations as I work through our broader refurbishment plans for the property. I am also concerned by your description of “sparkles” throughout the carpet. Regardless of whether this was a cleaning or presentation issue, the room should have been thoroughly inspected before being released to you, and I will ensure your comments are followed up with our Housekeeping team. On a much more positive note, thank you for recognising the Sunday morning team who listened to your concerns and helped resolve the parking situation. I will be pleased to share your appreciation with them. Thank you for being candid about your experience. As an ALL Gold member, you should feel recognised and genuinely welcomed when staying with us, and I am sorry that we did not achieve that on this occasion. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear John-Kevin, Thank you for your fantastic 100/100 rating and wonderful recommendation. We’re delighted that you found your room clean and comfortable, enjoyed the value of your stay, and experienced friendly and excellent service from our team. I will be very pleased to share your kind comments with them. Most importantly, it’s wonderful to hear that you would definitely stay with us again. Thank you for recommending Novotel Perth Langley, and we look forward to welcoming you back on your next visit to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Stephen H., Thank you for taking the time to share your feedback and, importantly, for choosing to stay with us over many years. I am particularly disappointed that what should have been an enjoyable wedding anniversary stay fell so far short of the experiences you have previously had at the Langley. I am sorry that the spa was not operational. While I am pleased the team acknowledged the inconvenience with a cheese platter and bottle of wine, I appreciate that this did not replace an amenity you had expected to enjoy during your stay. I am even more concerned by your experience at Sen5es on Saturday 26 September. Waiting 25–30 minutes for a drink and then having it presented to you in the manner you described is certainly not the standard of hospitality we expect. Given the seriousness of your comments, I will personally follow up your feedback with our Food & Beverage team and the team member concerned. On a positive note, thank you for recognising our breakfast team. It is wonderful to hear that they were polite, attentive and that nothing was too much trouble, and I will ensure your kind comments are shared with them. As a long-standing guest and an ALL Accor Classic member, I am especially sorry that this visit left you disappointed. Thank you for bringing the experience directly to my attention and allowing me the opportunity to follow it up personally. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Winifred, Thank you for your review and for your loyalty as an ALL Accor Classic member. We’re delighted that you had a comfortable stay and a great weekend in Perth. Our central location is certainly convenient for enjoying the city, so it’s lovely to hear that this worked well for your visit. Thank you for choosing Novotel Perth Langley. We look forward to welcoming you back for another enjoyable stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Asani, Thank you for your 80/100 rating and for sharing your feedback. We’re pleased that you appreciated the quiet surroundings and were able to enjoy a peaceful stay with us. I am sorry, however, that you found both the booking process and service at Reception slower than expected. Your 60/100 booking score and comments regarding slow service highlight an area where we need to improve. Whether booking or checking in, the process should be straightforward and efficient, without unnecessary waiting. Thank you again for your constructive feedback. We appreciate you choosing Novotel Perth Langley and hope to provide you with a smoother experience on your next stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Mohamad z., Thank you for your feedback and for your loyalty as an ALL Accor Silver member. We’re pleased that you found our location convenient, particularly for nearby offices and dining options within walking distance. Thank you also for recognising our recyclable key cards as a positive sustainability initiative. I do understand your disappointment regarding the security deposit and late check-out. Security deposit arrangements can vary between individual Accor hotels, and I appreciate that you have experienced greater flexibility at other properties. We should, however, ensure that our requirements are clearly explained at check-in so that they do not detract from your welcome. Late check-out for ALL members is subject to availability, particularly when we require rooms for arriving guests. Nevertheless, as a Silver member, your loyalty should be recognised and any request should be considered wherever operationally possible, with the outcome clearly explained. Thank you again for your 70/100 rating and constructive feedback. We appreciate your continued loyalty to Accor and hope to provide you with an even 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 Nathan, Thank you for taking the time to share your feedback. I am sorry that the handling of your reservation left you so disappointed. I understand that you had accidentally booked the incorrect date through the app, and that when you arrived you needed to make and pay for a new reservation for the correct night. I can appreciate why you then hoped we would be able to waive the cancellation conditions on the original booking, particularly as this was a genuine booking error. While reservations are subject to the cancellation terms of the rate booked, I am sorry that the outcome and the way it was handled left you feeling that we were unwilling to assist. We should always take the time to clearly explain the applicable conditions and explore what options may be available rather than leaving a guest feeling they have simply lost their money. I also note your 50/100 rating for breakfast, and I will share this with our Food & Beverage team as we continue to review the variety and quality of our breakfast offering. On a positive note, thank you for recognising James, our Irish team member who assisted with your check-in. I will make sure your comment is shared with him personally. Thank you again for your feedback. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

เรียน คุณนิปปอน สายอาวัฒน์ ขอขอบคุณสำหรับคำชมเกี่ยวกับทำเลที่ตั้งและการอัปเกรดห้องพักของท่าน เรามุ่งมั่นที่จะให้บริการที่ดีที่สุดแก่แขกทุกท่าน และยินดีที่ท่านมีประสบการณ์ที่น่าพอใจที่นี่ ขอแสดงความนับถือ Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Wayne, Thank you for your 90/100 rating, for continuing to stay with us, and for your loyalty as an ALL Accor Platinum member. It is wonderful to hear that our team recognised you at check-in and that our breakfast team continue to look after you so well. I will certainly share your comments with them. I’m also pleased that you enjoyed the quality of your meal, although I appreciate your feedback that the portion size could have been more generous. I am particularly sorry to hear that your next two visits to Perth will be spent elsewhere because of our pricing. Rates can vary considerably according to demand and availability, but I completely understand that value remains important, particularly for a regular guest who chooses to stay with us frequently. More importantly, I apologise that you emailed requesting a call from me and received no response. Regardless of the outcome of your rate enquiry, you should have received the courtesy of a reply, and I am sorry that this did not happen. Thank you for your continued support of the Langley. We genuinely value your regular stays and your Platinum loyalty, and I hope we have the opportunity to welcome you back again. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Frank, Thank you for your fantastic review! We’re delighted that you enjoyed your accommodation and found the hotel clean and comfortable. Most importantly, it’s wonderful to hear that you experienced friendly service throughout your stay. I’ll be very pleased to share your kind comments with our team. Thank you for choosing Novotel Perth Langley, and we look forward to welcoming you back again soon. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Julie M., Thank you for your wonderful review! After completing the Cape to Cape Trek, it certainly sounds like some well-earned rest and relaxation was in order, and we’re delighted that you found your room clean and comfortable and enjoyed a great breakfast. A special thank you for recognising James. I’ll make sure your lovely comments are shared with him personally. It was also wonderful to hear that you chose to reuse your towels and forgo room servicing after reading about our sustainability initiatives. Small choices such as these help us reduce unnecessary water and energy use, and we really appreciate your support. Congratulations on completing the trek, and we hope to welcome you back to Novotel Perth Langley for another relaxing stay! Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Trina, Thank you for your review and for sharing your feedback. We’re pleased that you enjoyed our central location. I am sorry about the bath. Regardless of the age of our bathrooms, this is a basic cleanliness standard we should be getting right, and I will ensure your comments are followed up with our housekeeping team. I am also concerned about the electronic door lock coming away from the wall and not consistently reading your key card. Our room locks should be secure and straightforward to use, and I will have our Engineering team follow this up. Thank you again for bringing these matters to our attention, and we hope to welcome you back for an improved stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Christopher, Thank you for taking the time to share your feedback. I am sorry that aspects of your stay left you disappointed. I completely understand your frustration regarding the restaurant closing at 8:00pm, particularly while it was still busy. Having to leave the hotel and dine at the Pan Pacific was certainly not the convenient experience you should expect when staying with us. I will share your comments with our Food & Beverage Manager as we review our operating hours and guest demand. I am also sorry about the television remote not functioning correctly and leaving you with access to only one channel. This should have been identified and rectified, and I will ensure the issue is followed up with our Engineering team. Your 50/100 accommodation score is disappointing to see, and clearly indicates that we fell short of the experience we aim to provide. Thank you for highlighting these issues and giving us the opportunity to address them. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Craig, Thank you for your lovely and detailed feedback, and particularly for choosing to return to Novotel Perth Langley. It is wonderful to hear that you continue to enjoy our location, quiet surroundings and easy access to public transport, and that you consistently find the hotel clean and comfortable. I’m also delighted that you enjoyed the food and service at Sen5es, and I appreciate your recognition of both the team member who looked after you in the restaurant and the gentleman who welcomed you at check-in. Although you cannot recall their names, we will do our best to identify them and share your kind comments. I am sorry that the carpet cleaning created additional noise during your stay. These works are necessary to maintain our guestrooms and public areas, but we appreciate your patience and understanding while they were being undertaken. I also understand your disappointment regarding the discount. As the discount requires the membership card to be presented and processed when the eligible purchase is made, it can unfortunately be difficult to retrospectively apply it at check-out. I appreciate why your previous experience led you to expect otherwise, and clearer communication at the point of purchase would have helped avoid the disappointment. Finally, thank you for your excellent 90/100 sustainability rating and for recognising the initiatives we have introduced. It is particularly encouraging to hear this from a returning guest. Thank you again for your continued support of the Langley. We always enjoy welcoming our regular guests back and look forward to seeing you again on your next visit to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Peter, Thank you for your wonderful 90/100 rating. We’re delighted that you had a comfortable stay, with an efficient check-in and check-out experience and good service from our team. It’s also great to hear that you found the room comfortable and, importantly, fresh rather than stuffy. We’re particularly pleased that you enjoyed Fenians Irish Pub during your stay. It’s always great to hear when guests enjoy having the pub as part of their overall hotel experience. Thank you for choosing Novotel Perth Langley, and we look forward to welcoming you back for another enjoyable stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au