Dear Roderick, Thank you for taking the time to provide such detailed feedback. We’re pleased that you found the booking process straightforward and particularly appreciate your kind comments regarding our Housekeeping and Front Office teams. Our Housekeeping team works incredibly hard, so I will be delighted to share your recognition with them. I am sorry, however, that your experience at check-out lacked the warmth and genuine interest you expected. I completely agree that hospitality is about more than simply completing a transaction. Asking about a guest’s stay, listening to their feedback and providing a warm farewell are important parts of the experience, and I will share your comments with our Front Office team. Regarding drinking water, we have moved away from automatically providing single-use bottled water in guestrooms as part of our sustainability initiatives. Filtered drinking water is available for guests to refill their bottles in our hotel lobby and restaurants, and signage in the guestrooms directs guests to these refill points. I appreciate, however, that if this was not clear to you during your stay, we need to ensure we are communicating the arrangement effectively. I’m pleased that the milk carton provided in your room was appreciated, and thank you again for your balanced and constructive feedback. We hope to welcome you back to Novotel Perth Langley. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Steven, Thank you for taking the time to share your positive feedback. We are delighted to hear that you had a great experience at Novotel Perth Langley. Your satisfaction is our priority, and it is rewarding to know that we met your expectations. 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 B., Thank you for your feedback regarding your recent stay at Novotel Perth Langley. I am pleased to hear that our staff made a positive impression on you, as we pride ourselves on providing exceptional service. I acknowledge your concerns about the condition of the facilities and appreciate your input, which will be taken into consideration as we continuously seek to enhance our guests' experiences. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Yvonne, Thank you for taking the time to provide such detailed and constructive feedback following your stay with your granddaughters. I am particularly concerned that, at 85 years of age, you felt you had little choice but to climb into the bath despite already recognising that the shower-over-bath configuration presented a safety concern for you. Face cloths are available on request, and I apologise that when you specifically requested one, you were instead provided with a hand towel and advised that we no longer provide them. I will be following this up with our Housekeeping and Front Office teams, as the correct information and item should have been provided. I also appreciate your very practical observation regarding the positioning of the liquid soap and the difficulty of using it without a face cloth. Your comments regarding accessibility are important, particularly for older guests, families with young children and anyone with limited mobility. We recognise that the shower-over-bath configuration in some of our rooms is not suitable for everyone, and this is an important consideration within our broader refurbishment planning. I am equally sorry about the experience you had obtaining drinking water. As part of our sustainability initiatives, we provide refill stations in the hotel lobby and restaurants rather than routinely placing single-use bottled water in guestrooms, with information in the room directing guests to these facilities. However, telling a guest without a reusable bottle that they should purchase one elsewhere is not the welcoming or helpful response we expect. This was particularly disappointing given your ALL Gold membership, and I am sorry that your eventual welcome card and bottle of water arrived so late in the day. On a much more positive note, I am delighted to hear about your experience at Sen5es. It is wonderful that our Chef was able to carefully accommodate your dietary requirements and prepare a meal that you enjoyed so much. Thank you also for recognising the waiter who looked after you. I will make sure your 5-star recognition is shared with both of them. Thank you also for supporting our sustainability efforts while highlighting where we can make them more practical for our guests. Sustainability should enhance responsible hotel operations without compromising comfort, accessibility or genuine hospitality, and your feedback provides some very useful lessons for us. Thank you again for staying with us, and I hope you and your granddaughters otherwise enjoyed your two-day break together. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Prashant, Thank you for your positive feedback regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you appreciated our prime location and amenities. Our team strives to provide a comfortable and convenient experience for all our guests, 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 Aderonke, Thank you for your lovely feedback. We’re delighted that you had an enjoyable stay and found your room clean and well maintained throughout your visit. I will be pleased to share your comments with our Housekeeping team, particularly your appreciation of the daily room servicing. It’s also great to hear that our location was so convenient for your conference at the Pan Pacific directly opposite, making it easy to attend your event while staying with us. Thank you for choosing Novotel Perth Langley, and we hope to welcome you back the next time you are visiting Perth. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Susan, Thank you for taking the time to share your feedback. Your comments regarding the lighting are also well noted. Some of our rooms rely predominantly on individual lamps rather than a central ceiling light, which can make the room feel darker than guests would prefer. Improved lighting and more contemporary bathrooms are important considerations as we look at future improvements. Thank you again for your feedback, and we hope to have the opportunity to welcome you back to Novotel Perth Langley. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Lael, Thank you for taking the time to provide such balanced and detailed feedback. I’m pleased that you found your room clean, comfortable and quiet, and particularly appreciate your kind comments regarding our team. Hearing that you found them helpful, caring and professional is wonderful feedback, and I will be pleased to share your recognition with them. 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 property. Details such as marks and damage to furniture also contribute to the overall impression of a room and should not be overlooked. I am also sorry about the unpleasant smell from the bathroom drains. While running water may temporarily alleviate the issue, this is something that should be investigated by our Engineering team rather than something a guest should need to manage themselves. Finally, thank you for recognising our commitment to sustainability. We continue to work on reducing our environmental impact while ensuring that these initiatives remain practical and meaningful for our guests. Thank you again for your thoughtful feedback and, most importantly, for recognising the professionalism and care shown by our team. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Susanne, Thank you for taking the time to share your feedback. We’re pleased that you enjoyed our great location, although we acknowledge your comments regarding the condition of the guestrooms. I appreciate your comments regarding the In-Room Dining menu. Greater variety and a more contemporary offering are useful suggestions, and I will share your feedback with our Food & Beverage Manager and Executive Chef as part of future menu reviews. Thank you again for your constructive feedback, and we hope to welcome you back to Novotel Perth Langley. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Wesley, Thank you for taking the time to share your feedback. We’re pleased that you appreciated our convenient location and particularly the helpful and polite service provided by our team member in the restaurant. I will ensure your recognition is shared with the Food & Beverage team. I am sorry, however, about the shortcomings with your room servicing. Toilet paper and tea supplies should be replenished as part of the daily servicing of the room, and you should not have needed to request these basic items. I also appreciate your comments regarding access to drinking water and understand why these details affected your expectations of a Novotel stay. Your comments regarding the lack of convenient bedside power points are also well noted. Our guestrooms were designed before today’s reliance on multiple personal devices, and improved bedside power and charging options are an important consideration as we work through broader refurbishment plans for the property. Finally, thank you for highlighting the staffing level in the restaurant. While it is wonderful that the team member looking after you provided such excellent service, one person should not be left trying to manage too many competing demands, particularly during busy service periods. We will take this feedback into consideration when reviewing our operational coverage. Thank you again for your constructive comments and for recognising the excellent service you did receive. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Graeme, Thank you for taking the time to share your positive experience with us. We are delighted to hear that you found our staff friendly and your room comfortable. It is always our goal to provide a pleasant stay for our guests, and we appreciate your kind words. We look forward to welcoming you back to Novotel Perth Langley in the future. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Julius, Thank you for the fantastic 100/100 rating and for describing Novotel Perth Langley as the “Best hotel”! We’re delighted that you enjoyed our excellent location, spacious and clean room, great views, and Fenians Irish Pub, including the benefit of your Accor member discount. A special thank you for recognising our Reception team as contributing to your experience. I will be very pleased to share your wonderful feedback with them—they will greatly appreciate the recognition. Thank you again for your support, and we look forward to welcoming you back for another excellent stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Robert Thank you for sharing your feedback. We’re delighted that you enjoyed our convenient location, within walking distance of Elizabeth Quay, and that you found the bed comfortable and breakfast enjoyable. It’s wonderful to know these aspects contributed to a pleasant stay, and 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 Robert, Thank you for the wonderful 100/100 rating! We’re delighted that Novotel Perth Langley provided you with A. comfortable and relaxing stopover before your early flight the following morning. It’s great to hear that breaking up your journey with us worked so well. Thank you for choosing to stay with us, and we hope to welcome you back whenever your travels bring you through Perth again. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Karen, Thank you for sharing your feedback. We’re pleased that you had a comfortable stay, enjoyed our quieter location and appreciated the upgrade to a higher-floor room. I am sorry, however, that our Grab & Go breakfast was disappointing. A ham and single slice of processed cheese sandwich on white bread clearly did not represent the quality or value you expected for the price paid, and I can understand your disappointment. Grab & Go is intended to provide a convenient alternative for guests who need breakfast on the move, but convenience should not come at the expense of quality or value. I will share your comments with our Food & Beverage and Culinary teams so that the content and presentation of the offering can be reviewed. Thank you again for your candid feedback, and I’m pleased that the accommodation itself provided you with a comfortable stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Kaye N., Thank you for your wonderful feedback. We’re delighted that you were very happy with your recent stay and found our team professional, welcoming and always available to assist with any questions or requests. I particularly appreciate your recognition of our Housekeeping team. While we acknowledge that some of our rooms and bathrooms are older in design, including the shower-over-bath configuration, it is wonderful to hear that your room was maintained to an excellent standard each day and that you enjoyed a relaxed and comfortable stay. It is also great to hear that you noticed the information provided regarding our sustainability initiatives and how guests can participate. Making these initiatives clear and practical for our guests is important to us. Most importantly, thank you for saying that you would definitely return. We truly appreciate your support and look forward to welcoming you back to Novotel Perth Langley for another enjoyable stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear James, Thank you for taking the time to provide your feedback. I am sorry that your stay fell well below your expectations. I am currently working through broader refurbishment plans for the property. Your comments regarding the lack of convenient bedside power outlets are particularly relevant, as our rooms were designed before today’s requirements for multiple devices and bedside charging. However, there is no excuse for a room or bathroom not being properly cleaned. These are fundamental standards that we should be getting right, and I will ensure your feedback is followed up with our Housekeeping team. I am equally disappointed that you found our team unhelpful and experienced excessive noise during your stay. I also appreciate your comments regarding online check-in. The purpose of completing the process online should be to make your arrival quicker and easier. While there may still be requirements that need to be completed with our Front Office team, including identification and room access, the process should be streamlined rather than leaving you wondering what benefit online check-in provided. Please accept my apologies for the disappointing stay. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Beverley-Anne, Thank you for sharing your feedback and for choosing to upgrade to one of our Junior Suites. We’re delighted that you found the upgrade worthwhile and particularly enjoyed the comfort and great views. I also appreciate your comments regarding the spa. While I’m pleased that you found the internal pipework clean, the jets themselves should certainly not look dirty or poorly maintained. Presentation is just as important as cleanliness, and I will share your comments with our Housekeeping and Engineering teams for review. Thank you again for staying with us, and we hope to welcome you back for another comfortable stay soon. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Stephen, Thank you for your positive feedback. We are delighted to hear that you enjoyed your stay at our hotel. It is our goal to provide a memorable experience for all our guests, and we appreciate your kind words. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au