Dear Hong-Huat, Thank you for your kind words regarding your recent stay. We are delighted to hear that you found our accommodations comfortable and that our reception team made a positive impression. Your feedback is greatly appreciated, 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 Rhys, Thank you for taking the time to provide such detailed feedback. I am sorry that your stay, and particularly the upgrade to a Superior Room, did not provide the improved experience you reasonably expected. Your comments regarding the poor lighting, worn bathroom flooring and shower-over-bath configuration are well taken and are relevant as I work through broader refurbishment plans for the property. We also appreciate that walk-in showers are increasingly preferred by many guests. I am equally sorry that you found the bed uncomfortable and experienced significant noise transfer from the neighbouring room. Being able to clearly hear another guest’s conversations at 6am and again late in the evening would understandably affect the comfort and privacy of your stay. I will also ensure your feedback regarding the mattress and partner disturbance is reviewed. Regarding the room photographs, I would like to clarify that the images used to represent Novotel Perth Langley are photographs of our hotel and guestrooms. However, I appreciate that there can be differences in configuration and presentation between individual rooms within a category, and I am sorry that the room you received did not reflect what you felt you had booked or expected. On a much more positive note, I am delighted that you enjoyed the food at Sen5es and Fenians and particularly our breakfast offering. Thank you also for recognising the teams working across our restaurants. It is especially appreciated given your observation that they appeared stretched, and I will make sure your compliments are shared with them. Thank you again for your candid feedback. I am sorry that, despite some very positive dining experiences and service from our team, the accommodation itself left you disappointed. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear D., Thank you for taking the time to provide your feedback. I am very sorry to see that your experience was so disappointing and that you rated virtually every aspect of your stay so poorly. While I’m pleased that you recognised our location as a positive, your scores for arrival, accommodation, cleanliness, breakfast, our team, Wi-Fi and departure clearly indicate that we failed to meet your expectations across the entire guest experience. We recognise that aspects of our guestrooms and facilities are dated and would benefit from refurbishment, and I am currently working through broader refurbishment plans for the property. However, the age of the hotel does not excuse poor cleanliness, service or the other fundamental standards that contributed to your assessment of the stay. As an ALL Accor member travelling for business, you should have received a comfortable, clean and welcoming experience and felt recognised throughout your stay. I am particularly disappointed that there appears to have been no area, beyond our location, that left you with a positive impression. Your 10/100 overall rating and 1/10 likelihood to recommend us are very clear indicators of how significantly we fell short on this occasion. Thank you for being candid about your experience, and please accept my apologies that your stay at Novotel Perth Langley did not meet the standard you expected. Kind regards, Mark Hardy General Manager Novotel Perth Langley

Dear Ron, Thank you for taking the time to share your feedback. I’m delighted that overall you had a very comfortable stay, found the bed particularly comfortable, and that both the room and bathroom were presented nice and clean. Thank you especially for recognising Michelle at Reception. It is wonderful to hear that she provided such a pleasant welcome on Monday evening and took the time to assist you with registering your vehicle for parking. I will be very pleased to share your comments with Michelle personally. I’m sorry that you experienced difficulty unlocking the door to Room 1006 on several occasions. Our electronic locks should provide straightforward and reliable access, so I will ensure this is followed up with our Engineering team. I also appreciate your comments regarding the ice container and wine glasses. These items can be provided by our team on request, although I appreciate that this is only helpful when guests know they are available. Thank you again for staying with us, and we hope to welcome you back to Novotel Perth Langley for another comfortable stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Blake, Thank you for your kind words regarding your experience at our hotel. We are pleased to hear that the check-in process was straightforward and that our team could assist with your requests. It is wonderful that you found your room satisfactory. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Elizabeth, Thank you for taking the time to share your feedback and, particularly, for choosing to stay with us over many years. I appreciate your balanced comments regarding the property. Our guestrooms are certainly generous in size and, as you mention, have stood the test of time well in that respect. I am currently working through broader refurbishment plans for the property, so feedback from long-standing guests who have seen the hotel over many years is particularly valuable. I also appreciate your comments regarding parking while checking in, particularly for guests arriving in larger vehicles. More concerning is that you encountered only one team member at Reception during a busy period. Regardless of whether a guest uses the ALL Accor member check-in area or the general queue, the benefit is lost if we do not have sufficient team coverage to provide an efficient arrival. Your point regarding additional staffing at peak periods is well made. Thank you again for your continued support of Novotel Perth Langley over the years and for providing such constructive feedback. We hope to continue welcoming you back for many more stays. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear K., Thank you for taking the time to provide such detailed and constructive feedback. I’m delighted that overall you had a wonderful and comfortable stay, enjoyed our food and facilities, and particularly found our team friendly and welcoming. I am sorry, however, that your arrival was not as smooth as it should have been. After a six-hour flight, encountering 12 guests ahead of you and waiting approximately 30 minutes to check in would understandably be frustrating. I also appreciate your observation that the Reception queue included guests collecting luggage and making general enquiries, which placed additional pressure on the team during an already busy period. Your suggestion regarding staffing levels during peak periods and having a team member or concierge available to assist with parking, luggage and general enquiries is well made. Better separation of these tasks would also allow our Front Office team to concentrate on getting arriving guests checked in more efficiently. Thank you as well for recognising our Restaurant team. It is wonderful to hear that the food was lovely and the service warm, although I am concerned that one team member appeared to be juggling the bar and multiple dining areas. Our team should be supported with appropriate staffing levels, particularly during busy service periods. I greatly appreciate the balanced nature of your feedback. You clearly enjoyed your stay and thought highly of our team, while also identifying a practical area where we can improve the guest experience. I will be sharing your comments with our operational teams as we review peak-period staffing and service coverage. Thank you again for choosing Novotel Perth Langley. We hope to welcome you back for another lovely stay – with a much quicker arrival experience next time. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Sunil K., Thank you for taking the time to share your feedback following your recent stay with us. I’m pleased that you had a comfortable stay before heading overseas and that you appreciated the upgrade to a Junior Suite. I also appreciate your comments regarding the restaurant menu, and I will share your suggestion for greater variety with our Food & Beverage and Culinary teams. Most importantly, thank you for specifically recognising Dipendra at the Front Desk. It is wonderful to hear that he was so accommodating and contributed positively to your experience. I will be very pleased to share your comments with Dipendra personally and ensure he receives the recognition he deserves. Thank you again for choosing Novotel Perth Langley. We hope to welcome you back when your travels next bring you to Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Robert, Thank you for taking the time to provide such detailed feedback. I’m pleased that you found our location excellent, our team friendly and helpful, and your bed clean and comfortable. However, I am very sorry that the condition and presentation of your room left you so disappointed. Your comments regarding the arrival experience are particularly concerning. Having arrived early and returned at the agreed check-in time, it is understandable that you expected the room to be fully cleaned, inspected and ready. Instead, you were required to wait while this was confirmed, and I am sorry that the subsequent presentation of the room gave you the impression that both the cleaning and inspection had been rushed. 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. Some bathrooms do still feature a shower-over-bath configuration with a shower curtain, but the age or design of a bathroom is no excuse for a curtain appearing dirty, a poorly presented toilet seat or a room that does not feel thoroughly clean. These are matters we need to get right regardless of the age of the property. I am also sorry that you felt misled by the accommodation you received and that the room did not reflect the standard you reasonably associated with the Novotel brand. I can appreciate how strongly you felt when you describe the bathroom as being more representative of backpacker accommodation than the hotel experience you expected. While difficult to read, it is important feedback for us. It is particularly disappointing that, despite enjoying beautiful Perth and having positive interactions with our team, the condition of your room ultimately defined your experience and left you unable to recommend us. I will ensure your comments regarding both the room presentation and inspection process are followed up with our Housekeeping team. Thank you again for your candid feedback, and please accept my apologies that we did not provide the standard of accommodation you expected from Novotel Perth Langley. Kind regards, Mark Hardy General Manager Novotel Perth Langley e: H1…

Dear Jodi, Thank you for your wonderful feedback regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you found your room comfortable and that our staff made a positive impression with their friendliness and helpfulness. Your satisfaction is our priority, and it is gratifying to know that we met your expectations. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Rod, Thank you for providing such detailed feedback. I am particularly sorry to read that, after choosing to give us another opportunity, you experienced another air-conditioning failure. Given that you have encountered air-conditioning problems with us on two previous stays, I completely understand your frustration. A functioning air-conditioning system is a fundamental expectation of any hotel room, and repeated problems understandably undermine confidence in the hotel. I will be escalating your comments with our Engineering team, as we need to understand why you have experienced this issue repeatedly rather than simply treating each occurrence in isolation. I am also concerned that your dissatisfaction extended well beyond the air-conditioning. Your scores for arrival, accommodation, cleanliness, breakfast, Wi-Fi and departure indicate that we failed to deliver a satisfactory experience across multiple areas of your stay. Describing the overall experience as “very subpar” is difficult feedback to receive, but clearly reflects how disappointed you were. As an ALL Accor Silver member, and particularly as a returning guest who was willing to give us another chance, you should have received an experience that restored your confidence in us. Unfortunately, on this occasion we achieved exactly the opposite. Please accept my apologies for the repeated air-conditioning problems and for the broader shortcomings throughout your stay. Thank you for being so candid about your experience; there are clearly several areas here that require our attention. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Martin, Thank you for taking the time to share such balanced feedback. I’m pleased that you found the room comfortable, our location convenient and the value attractive when booking through an ALL Accor member rate or promotional offer. I also appreciate your comments regarding the age of the property. We recognise that aspects of our guestrooms are dated and would benefit from refurbishment, and I am currently working through broader refurbishment plans for the hotel. I’m sorry that breakfast did not compare as favourably with your experiences at other Novotel hotels. Your comments regarding both the variety of the selection and, importantly, maintaining the correct temperature of the food are well received. I will share this feedback with our Breakfast and Culinary teams. Most of all, thank you for once again recognising James Murphy. It is wonderful to hear that he continues to go above and beyond for you and that his service has made such a lasting impression. I particularly enjoyed your suggestion that he would make a good Hotel Manager! I will make sure James sees your comments personally – recognition like this from a returning guest means a great deal. Thank you again for continuing to choose Novotel Perth Langley. We look forward to welcoming you back. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Nicole, Thank you for taking the time to share your feedback. We’re pleased that you appreciated our convenient location, and I particularly appreciate you recognising both our Check-in and Breakfast teams as special contributors to your stay. I will be very happy to share your kind comments with them. I also acknowledge your comments regarding our bathrooms, and I am currently working through broader refurbishment plans for the property. Your suggestion regarding more walk-in showers is particularly relevant. Shower-over-bath configurations are not always practical or preferred by today’s travellers, so increasing the availability of walk-in showers is an important consideration for future bathroom improvements. Thank you again for your constructive feedback and for recognising our team. We hope to welcome you back to Novotel Perth Langley. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Laurie, Thank you for your positive feedback. We are pleased to hear that our accommodations suited your needs. Your satisfaction is important to us, and we hope to welcome 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 Tebello, Thank you for taking the time to share your feedback. I am sorry that your stay did not meet the standard you expected. I appreciate your comments regarding laundry services. While we provide guests with access to self-service washing machines and dryers, I understand that this is quite different from having a full laundry service available, particularly for business travellers where convenience and turnaround time can be important. I’m also disappointed that you found the food offering simply average. Our aim is certainly to provide an experience that is more memorable than “nothing special”, and I will share your comments with our Food & Beverage and Culinary teams. Most importantly, I acknowledge your overall assessment of the hotel and your disappointment with the experience relative to your expectations. Thank you for the candid feedback. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear John, Thank you for your wonderful feedback. I’m delighted to hear that James provided you with a great check-in experience and that Annie, Joy and the Breakfast team made such a positive impression during breakfast. I will be very pleased to share your comments with James, Annie and Joy personally, as well as the wider Breakfast team. Recognition like this means a great deal and is a wonderful reflection of the warm and welcoming service we want our guests to experience. Thank you again for staying with us, and we look forward to welcoming you back to Novotel Perth Langley. Kind 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 such detailed feedback. I am very sorry that your overnight stay, particularly when you were visiting Perth for a medical appointment, was such a disappointing experience. I acknowledge your comments regarding value for money and the age of our guestrooms, and I am currently working through broader refurbishment plans for the hotel. I also apologise that noise from the neighbouring room was clearly audible. Regardless of the conversation taking place, guests should be able to enjoy reasonable privacy and a comfortable night's rest. I appreciate your comments regarding our car park, which can be tight to navigate, particularly with larger vehicles. More concerning, however, is that you did not feel our team was helpful with either parking or your luggage, and that your check-in experience was poor. A friendly and helpful arrival costs nothing and can make an enormous difference to a guest's stay, particularly after travelling for a medical appointment. I will be following this feedback up with our Front Office team. I am also sorry for the confusion regarding the Rio Tinto benefits booking and the currency displayed during the reservation process. If the booking pathway displayed pricing in a foreign currency without a clear option to view the rate in Australian dollars, I can certainly understand how this would make it difficult to properly assess the final value of the booking. As the hotel does not control all aspects of external corporate booking platforms or links, I will ensure this feedback is raised through the appropriate channel for review. Ultimately, irrespective of how the reservation was made, you did not feel that the accommodation, comfort or service justified the price you paid. I appreciate your comparison with other nearby hotels and am sorry that on this occasion we did not give you a reason to choose Novotel Perth Langley again. Thank you for the valued feedback. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear M., Thank you for taking the time to share your feedback. I appreciate your comments regarding the cost of parking. Being located within the Perth CBD contributes to the cost of providing onsite parking, including the significant annual City of Perth car park levy, although I certainly understand that the price remains an important consideration for our guests. I’m also sorry that the shower head was positioned too low to be comfortable for someone of your height. At 6'4" myself, I can appreciate how frustrating this would be for you, and your feedback is particularly relevant as we consider future bathroom improvements and broader refurbishment plans for the property. Finally, I’m sorry that you found the pillows too firm. We do have alternative pillow options available, and our team is always happy to assist with a different pillow to help provide a more comfortable night's sleep. Thank you again for the constructive feedback. We hope to welcome you back for a more comfortable stay in the future. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Karl, Thank you for your wonderful feedback and, importantly, for your loyalty as an ALL Accor Platinum member. I’m delighted to hear that you were impressed with how our team recognised your Platinum status and delivered the benefits associated with your membership. Our loyal members should feel recognised and valued throughout their stay, so it is particularly pleasing to know that we delivered this well for you. Thank you for your continued loyalty to Accor and for choosing Novotel Perth Langley. We look forward to welcoming you back and providing another enjoyable stay. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au