Dear Franks, Thank you for your wonderful 100/100 rating and for your continued loyalty as an ALL Accor Classic member. I'm delighted to hear that you enjoyed such a comfortable and pleasant stay at Novotel Perth Langley. It is particularly pleasing to read your lovely comments regarding our team and the friendly, helpful and attentive service you received. Our colleagues take great pride in looking after our guests, and I will certainly share your kind recognition with them. Thank you again for choosing Novotel Perth Langley and for taking the time to share your positive experience. We genuinely appreciate your support and look forward to welcoming you back for another enjoyable stay 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 Ivan B, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley, and for your continued loyalty as an ALL-Accor Classic member. Firstly, I'm delighted to hear that our Front Office team made such a positive impression, particularly James, whom you kindly mentioned twice! I will certainly pass on your lovely comments to him personally. It is always rewarding to hear that our colleagues are delivering friendly, courteous and helpful service. I also appreciate your positive comments regarding our Smart TVs and the coffee provided during your conference. However, I acknowledge your disappointment with the dated condition of your guestroom and I am currently working through broader refurbishment plans for the hotel. I'm also sorry to hear that the shower water temperature was inadequate. This is something our Engineering team needs to investigate, as guests should be able to enjoy a consistently comfortable shower. Regarding shower caps, these are available complimentary upon request from Reception as part of our programme to reduce unnecessary single-use amenities. However, I appreciate that this may not have been clearly communicated during your stay. Your comments regarding the lack of gluten-free cakes at the Think and Grow conference morning teas are also appreciated. Catering for dietary requirements is important, and I will share your feedback with our Conference & Events and Kitchen teams to review the variety of gluten-free options available. I also acknowledge your comments regarding lift waiting times and parking charges. While parking is a paid service at our city-centre location, I appreciate that this adds to the overall cost of a stay. Thank you again for your constructive feedback and, importantly, for recognising James and our Reception team. We genuinely appreciate your comments and hope to welcome you back for a more comfortable and enjoyable experience in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Melissa, Thank you for your wonderful 100/100 rating and for your continued loyalty as an ALL-Accor Classic member. I'm absolutely delighted to hear that you had such an enjoyable experience attending your conference and staying with us at Novotel Perth Langley. Your comments regarding the attention to detail, professionalism and genuine care demonstrated by our team are particularly rewarding. Conferences require a tremendous amount of planning and coordination behind the scenes, and it is wonderful to hear that our colleagues delivered such a positive experience. A special thank you for recognising James, Elisha and our Conference & Events team. I will certainly share your lovely feedback with them personally. I'm sure our two Front Office colleagues will also have a good laugh about the Irish and Manchester mix-up! It's lovely to hear that they made such a memorable impression. What I particularly appreciate is your observation that our team takes pride in their work. That means a great deal to me as General Manager, and it is exactly the culture we strive to create. Thank you again for your generous feedback and for choosing Novotel Perth Langley. We genuinely appreciate your support and look forward to welcoming you back, whether for another conference or simply an enjoyable visit to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Maanya, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley. I'm pleased that you appreciated our convenient location, although I am disappointed that the condition of your accommodation did not meet your expectations of a four-star hotel. While refurbishment is a longer-term consideration, issues such as rust and inadequate lighting should not be overlooked. I will raise these concerns with our Housekeeping and Engineering teams for follow-up. I also appreciate your suggestions regarding additional guestroom amenities and a greater variety of vegetarian options on our in-room dining menu. These are valuable observations, and I will share them with our Food & Beverage team as we review our menus and guest offerings. Thank you again for your constructive feedback. We understand that our facilities and dining options must meet the expectations of today's travellers, and there are clearly opportunities for us to improve. We appreciate you choosing Novotel Perth Langley and hope to have the opportunity to welcome you back for a more comfortable and enjoyable experience in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Rosemary, Thank you for taking the time to provide such detailed and constructive feedback following your recent stay at Novotel Perth Langley. I am disappointed that several aspects of your experience fell below expectations, particularly regarding the condition of your accommodation and the service provided. I acknowledge your concerns regarding our dated guestrooms, inadequate lighting, limited power outlets and unreliable telephone. These are all important aspects of guest comfort, particularly in an accessible room where convenient access to power for medical or sleep equipment is essential. I am currently working through broader refurbishment plans for the hotel. However, issues such as faulty telephones and inadequate access to essential facilities require attention now, and I will follow these up with our Engineering team. I also appreciate your comments regarding the booking process, explanation of incidental charges and instructions for using our lift access system. Our Front Office team should communicate clearly, patiently and professionally, ensuring guests understand these arrangements rather than simply delivering information without checking that it has been understood. I will address this with our Front Office management team. Regarding bottled water, as part of our sustainability initiatives to reduce single-use plastics, we no longer routinely place bottled water in guestrooms. Drinking water is available in our hotel lobby and restaurants, although I appreciate that having water readily available in your room would be more convenient. I am particularly grateful for your wonderful recognition of Ryan in Sen5es Restaurant. It is lovely to hear that, despite being extremely busy, he maintained a friendly manner and demonstrated exceptional professionalism. I will personally pass on your compliments, as he certainly deserves the recognition. That said, your observations regarding staffing levels are well made. Guests should never feel that our team members are overwhelmed or that service is compromised because one person is expected to manage too many responsibilities. I will review this with our Food & Beverage management team, including your feedback regarding both Sen5es and Fenians. As you rightly point out, appropriate staffing is important not only for guest satisfaction but also for maximising revenue opportunities. Thank you again for your honest feedback and for recognising Ryan's efforts. I appreciate that we have some work to do to improve both our facilities and service consistency, and your comments will be valuable in addressing these areas. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear John, Thank you for your 80/100 rating and for sharing your lovely feedback following your recent stay at Novotel Perth Langley. I'm delighted to hear that you enjoyed a pleasant overnight stay, appreciated our convenient location and experienced great service from our team. It's always rewarding to know that our guests feel welcome and well looked after, even during a short visit. Thank you again for choosing Novotel Perth Langley. We genuinely appreciate your positive comments and look forward to welcoming you back for another enjoyable stay 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 Selena, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley. I'm pleased to hear that you enjoyed our breakfast selection, although I'm disappointed that your rare night away together wasn't as comfortable or enjoyable as you had hoped. I appreciate your comments regarding the softness of our beds, the height of our pillows and the noise from neighbouring rooms. A good night's sleep is fundamental to an enjoyable hotel stay, and I'm sorry we fell short. We are currently reviewing and replacing our pillows, and your feedback regarding the need for lower, softer options is particularly helpful. I also acknowledge your disappointment with the television facilities, particularly the inability to connect your devices and the limited volume. I will raise these concerns with our Engineering team, including reviewing how the television features are advertised and communicated to guests. I'm sorry that you were initially allocated the incorrect room, although I'm pleased our team was able to resolve this promptly. On a more positive note, thank you for recognising James at checkout. It's lovely to hear that his friendly smile and welcoming manner made a positive impression, and I will certainly pass on your kind comments to him personally. I understand your concerns regarding value for money and appreciate your honesty about whether you would return. I am currently working through broader refurbishment plans for the hotel. Thank you again for your constructive feedback and for choosing Novotel Perth Langley for your special night away. I hope we may have an opportunity to provide you with a more comfortable and enjoyable experience in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Maureen, Thank you for your wonderful 90/100 rating and for your continued loyalty as an ALL Accor Silver member. I'm delighted to hear that you enjoyed your stay on one of our upper floors and found your accommodation lovely and comfortable. It's always pleasing to know that our guests have had such an enjoyable experience. A special thank you for recognising Augustin for his contribution to your stay. I will certainly pass on your kind recognition to him personally, as it's always rewarding when our team members make a positive impression. Thank you again for choosing Novotel Perth Langley. We genuinely appreciate your continued loyalty and look forward to welcoming you back for another lovely stay 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 Renae, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley. I am extremely disappointed to hear that, more than two weeks after your departure, you are still trying to resolve outstanding billing issues. Please accept my sincere apologies for the frustration and inconvenience this has caused. I am particularly concerned that you were charged for items you understood had already been waived, along with a minibar item you advise was not consumed. Our guests should be able to expect accurate billing and, when discrepancies are identified, a prompt investigation and clear communication. I will personally follow up with our Front Office and Finance teams to review the charges and ensure any incorrect amounts are refunded. I also acknowledge your disappointment with the Junior Suite, particularly the absence of sheer curtains, the condition of the spa bath and the overall value of the upgrade. I am currently working through broader refurbishment plans for the property. However, the condition and functionality of our existing facilities must still meet appropriate standards. Your comments regarding staff communication and training are equally concerning. Regardless of the circumstances, you should not have to repeatedly contact the hotel to resolve the same issue. I will address this with our Front Office management team to reinforce the importance of clear communication, ownership of guest concerns and timely follow-up. Thank you again for bringing these matters to my attention. I understand why this experience has left you disappointed, and I sincerely regret that we have not provided the level of service you should expect from Novotel Perth Langley. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Geoffrey, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley, and for your continued loyalty as an ALL-Accor Classic member. Firstly, I am pleased to hear that you appreciated our convenient location and, particularly, the friendliness of our team. Your 100/100 ratings for our staff, check-in and check-out experiences are genuinely appreciated, and I will certainly share your kind comments with the entire team. However, I am disappointed that your accommodation fell so far below expectations. I acknowledge your concerns regarding the dated room, noise, damaged bathtub and inadequate bedside lighting. These are all valid concerns, and I apologise that they affected your comfort. I am currently working through broader refurbishment plans for the hotel. In the meantime, damaged bathroom fixtures and lighting issues should be addressed through our ongoing maintenance programme, and I will raise your comments with our Housekeeping and Engineering teams. I also appreciate your feedback regarding the limited supply of English Breakfast tea bags. While additional tea and coffee supplies are available upon request from Reception, I understand that guests should not feel they are being overly restricted on such basic amenities. I will review this with our housekeeping team. Regarding breakfast pricing, we aim to offer a comprehensive buffet with a wide selection of hot and continental options, although I appreciate that value for money is important and that our pricing may not meet everyone's expectations. Thank you also for your feedback regarding sustainability. While we have introduced initiatives to reduce waste and unnecessary single-use products, these measures should never compromise guest comfort or create an impression that we are simply reducing amenities. I appreciate your honesty and understand why you were disappointed with your accommodation. Our team clearly made a positive impression, but the physical condition and comfort of our guestrooms must match the standard of service they provide. Thank you again for your constructive comments. I hope we have the opportunity to welcome you back in the future and provide a much-improved experience. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Ronald, Thank you for your 70/100 rating and for your continued loyalty as an ALL Accor Classic member. I'm pleased to see your excellent 100/100 ratings for both our team and cleanliness, and that you found your accommodation satisfactory. I particularly appreciate your recognition of the young gentleman managing our restaurant and bar in the foyer. It is wonderful to hear that he delivered outstanding service despite being under considerable pressure, and I will certainly pass on your kind comments to him personally. That said, I acknowledge your concerns regarding staffing levels and the impact on service delivery. Our guests should not feel that our team members are overstretched or that service is unnecessarily delayed. I will review your feedback with our Food & Beverage management team, as ensuring appropriate staffing levels is important for both our guests and employees. I also appreciate your comments regarding the difficulties extending your accommodation at the special reunion rate. Group bookings and negotiated rates can sometimes be challenging to manage through the central Accor Reservations system, but our hotel team should have been available to assist and clarify the arrangements. I will raise this with our Reservations team to improve the experience for future group and reunion guests. Regarding guestroom amenities, we have made changes to reduce unnecessary single-use items as part of our sustainability commitments, with additional amenities available upon request. However, I appreciate that this should not detract from guest comfort or create an impression that essential items are lacking. Thank you again for your constructive feedback and, importantly, for recognising the efforts of our team. We appreciate you choosing Novotel Perth Langley and hope to welcome you back for an even better experience in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Ron, Thank you for taking the time to share your feedback following your recent stay at Novotel Perth Langley, and for your continued loyalty as an ALL-Accor Gold member. I am disappointed to hear that your experience fell short of expectations, particularly the 30-minute wait at check-in despite having completed the online check-in process. The purpose of online check-in is to provide a smoother and more efficient arrival experience, and clearly we failed to deliver this on this occasion. Please accept my apologies for the inconvenience and frustration caused. I will be reviewing your comments with our Front Office management team, as we need to ensure that our arrival procedures are efficient, particularly during busy periods, and that our loyalty members receive the recognition and service they deserve. I also acknowledge your comments regarding the condition of our bathrooms. I am currently working through broader refurbishment plans for the property, and your feedback reinforces the importance of these improvements. While I appreciate that some aspects of your stay were satisfactory, including your departure experience, I understand that the overall impression was disappointing. We should be delivering a much better experience than one you would describe as simply average. Thank you again for your honest feedback. We genuinely value your continued loyalty to Accor, and I hope we have the opportunity to welcome you back and provide a more positive experience 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 Deirdre, Thank you for taking the time to share your feedback and for your continued loyalty as an ALL-Accor Platinum member. I am particularly disappointed to read about your experience, especially as you are a regular guest who has supported our hotel over many visits. Firstly, I sincerely apologise for the manner in which you and other guests were reportedly spoken to during breakfast. While our team needs to manage breakfast closing times, there is absolutely no excuse for raising voices or making guests feel unwelcome or rushed. This is not the standard of hospitality I expect at Novotel Perth Langley, and I will be personally following up with our Food & Beverage management team. I am equally concerned that your requests to speak with the Duty Manager were not appropriately handled and that you were left without any meaningful follow-up. Our management team should be accessible to guests, particularly when concerns are raised about their experience, and I will be reviewing this with our Front Office team. Regarding your attempts to contact me personally, I was unfortunately away from the hotel on personal leave throughout that week, which explains why I was unavailable. However, this should have been clearly communicated to you, and arrangements should have been made for another member of our management team to assist or contact you. I appreciate that receiving a personal welcome card inviting you to reach out, only to be unable to speak with anyone in management, would have been particularly frustrating. Please accept my sincere apologies for the disappointment and frustration caused. I genuinely value your continued loyalty and the trust you have placed in our hotel over the years. I will personally review the circumstances surrounding your experience, as this is certainly not how we wish to treat our guests. Thank you again for bringing these concerns to my attention. I hope we have the opportunity to restore your confidence in our hotel 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 Richard, Thank you for your wonderful 100/100 rating and, more importantly, for your continued loyalty to Novotel Perth Langley as an ALL-Accor Platinum member. It is particularly rewarding to hear that we remain your go-to hotel whenever you visit Perth. Your description of us as "reliably good" is one of the nicest compliments we could receive, as consistency in service and guest experience is something we continually strive to deliver. I'm delighted that you continue to enjoy our spacious guestrooms, convenient location, peaceful atmosphere and, of course, our breakfast! It is equally pleasing to hear that our team consistently makes you feel welcome. Your perfect scores across every aspect of your stay are genuinely appreciated, and I will be sharing your lovely feedback with our entire team. Recognition like this means a great deal to our colleagues, particularly when it comes from a valued returning guest. Thank you again for your ongoing support, loyalty and confidence in our hotel. We truly appreciate your patronage and look forward to welcoming you back to your Perth home away from home very soon. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Michael, Thank you for your wonderful 90/100 rating and for your continued loyalty as an ALL Accor Classic member. I'm delighted to hear that, despite your unexpected flight disruption bringing you to Novotel Perth Langley, you enjoyed your stay and would consider returning on your next visit to Perth. It's particularly pleasing to see your 100/100 rating for ALL member recognition, along with your positive feedback regarding our team and dining experience. I appreciate your comments regarding the age of the hotel, and I am currently working through broader refurbishment plans for the property. I'm also sorry to hear that you encountered some unpleasant behaviour from other guests attending a wedding at the hotel. While we cannot always control the behaviour of others, we certainly want all our guests to feel comfortable and respected throughout their stay. Thank you again for choosing Novotel Perth Langley. We appreciate your positive feedback and hope to welcome you back under more planned and enjoyable circumstances 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 Yuvarajsinh, Thank you for your kind feedback. We are delighted to hear that you enjoyed our convenient location, the quality of our breakfast, and the helpfulness of our staff. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear David, Thank you for your wonderful 90/100 rating and for your continued loyalty as an ALL Accor Gold member. I'm pleased to hear that you enjoyed a comfortable stay during your business trip and that our facilities and internet connectivity met your work requirements. I appreciate your comments regarding our bathrooms. We recognise that aspects of our accommodation are dated and would benefit from modernisation, and these areas are being considered as part of our broader refurbishment plans. I also appreciate your feedback regarding coffee. We do offer barista-made coffee at the hotel, although your comments suggest we have an opportunity to improve both the quality and awareness of this offering. I will share your feedback with our Food & Beverage team. Thank you again for choosing Novotel Perth Langley. We appreciate your continued loyalty and look forward to welcoming you back on your next business trip to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Jasmeet K., Thank you for your wonderful 100/100 rating and for sharing your lovely feedback following your recent stay at Novotel Perth Langley. I'm delighted to hear that you enjoyed our convenient location, clean and comfortable accommodation, and hassle-free parking. It's particularly pleasing to know that our Reception team provided such a warm and friendly welcome, helping to make your stay an enjoyable one. I will certainly share your kind comments with our Front Office and Housekeeping teams, who work hard to ensure our guests feel welcome and well looked after. Thank you again for choosing Novotel Perth Langley. We look forward to welcoming you back for another wonderful stay 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 Kelly, Thank you for your wonderful review and for your continued loyalty as an ALL-Accor Classic member. I'm delighted to hear that you enjoyed your stay at Novotel Perth Langley and appreciated our convenient location. It's great to know that having Fenians Irish Pub right next door, along with nearby cafés and other amenities, added to your experience. Thank you again for choosing to stay with us and for sharing your positive feedback. We look forward to welcoming you back for another enjoyable visit to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au