Dear Gary, Thank you for taking the time to share your feedback and, importantly, for your loyalty as an ALL Accor Gold member. I’m pleased that we were able to recognise your Gold status with an upgrade to a King Room and that you found the room functional for your stay. I do, however, appreciate your comments regarding the age of our guestrooms. I am currently working through broader refurbishment plans for the property. I’m also sorry that noise from neighbouring rooms and guests exiting the lifts disturbed your stay. A comfortable room also needs to provide a good night's sleep, so your feedback regarding noise and sound insulation is important as we consider future improvements. Thank you again for staying with us and for your continued loyalty to Accor. We hope to welcome you back for a quieter and more comfortable stay next time. 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’m delighted that you found our team friendly and helpful, and I will certainly try to identify the team member from North Yorkshire who assisted with your check-in and pass on your comments. I’m sorry that your room felt a little cold and that the thermostat did not respond as well as expected. I will share this feedback with our Engineering team, as guests should be able to maintain a comfortable temperature in their room. It’s also great to hear that you enjoyed the variety at breakfast. Just for your next stay, omelettes and poached eggs can be prepared to order by our breakfast team. Your feedback does highlight that we could do a better job of making guests aware of the cooked-to-order options available. Thank you again for staying with us, and we hope to welcome you back to Novotel Perth Langley soon. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Kirk J., Thank you for your lovely feedback. We know that work trips are not always the most enjoyable, so it is particularly pleasing to hear that you had such a good stay with us this week. I’m delighted that you appreciated the room upgrade and that it added something extra to your overall experience. It is always nice when we can provide that additional recognition and comfort for our guests. Most importantly, thank you for recognising our team. To hear that everyone you encountered across Front Desk, Restaurant and Housekeeping was friendly and accommodating is wonderful feedback, and I will be very pleased to share your comments with all three teams. Thank you again for choosing Novotel Perth Langley. We hope we can continue making your future work trips to Perth that little bit more enjoyable. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.a

Dear John, Thank you for taking the time to provide such detailed feedback. I am very sorry that your stay stood out for the wrong reasons, particularly after staying at two other hotels during your travels. Your experience on arrival was not what we expect. While our team must give each guest the attention they require, waiting at Reception and then receiving little effort to assist with your Grab & Go breakfast request understandably left a poor first impression. More importantly, if Grab & Go breakfast formed part of your accommodation package, our team should have made every reasonable effort to fulfil the request or provide a suitable alternative. I am particularly sorry that you ultimately paid $66 for two breakfasts that were not provided. I also apologise for the air-conditioning noise. A guest should not have to choose between having a comfortable room temperature and being able to sleep. Your comments regarding both the air-conditioning unit and noise insulation are valid and will be shared with our Engineering team. We also recognise that aspects of the hotel and our guestrooms 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 service, excessive mechanical noise or a prepaid service not being delivered. Thank you for bringing these matters to my attention. I am sorry that on this occasion we did not provide the standard of experience you should expect from Novotel Perth Langley. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Christopher, Thank you for your wonderful feedback. I’m delighted that you found the hotel very clean, our location excellent and, particularly, our service outstanding. I will be very pleased to share your comments with our team. Thank you also for suggesting Hotels for Trees. Sustainability is an important focus for both Novotel Perth Langley and Accor, and we always appreciate hearing about initiatives that are meaningful to our guests. I would also like to share some of the work already taking place. Applicable Accor hotels across Australia participate in recognised sustainability certification and auditing through Ecotourism Australia, alongside our engagement with local tourism bodies. At a hotel level, we also believe sustainability should extend beyond what happens inside the building. Recently, members of our team spent a day planting trees in southern Perth, contributing directly to the local environment and community. Your suggestion is nevertheless a valuable one, particularly as you actively consider sustainability credentials when choosing where to stay. I appreciate you taking the time to share it with us. Thank you again for your lovely comments, and we hope to welcome you back to Novotel Perth Langley in the future. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Raja S., Thank you for sharing your feedback. I am very sorry to hear that you consider this one of the worst stays you have experienced with Accor. This is certainly not the experience we want any guest to leave with. An air-conditioning system that is not working properly and a leaking sink are fundamental maintenance issues that should have been identified and rectified. I apologise that these affected both your comfort and your overall impression of the hotel. I will ensure your comments are followed up with our Engineering team. 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; however, this does not excuse essential room facilities not functioning as they should. I am particularly sorry that we fell short of the standards you have come to expect from Accor, and I hope we have an opportunity in the future to restore your confidence in Novotel Perth Langley. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Iain, Thank you for taking the time to share your feedback. We’re delighted that you enjoyed your stay with us, even though it was only for one night. It’s wonderful to hear that you appreciated our convenient location, easy parking, comfortable room and, most importantly, our great team. Thank you also for saying that you would choose to stay with us again. We very much look forward to welcoming you back to Novotel Perth Langley, hopefully for a little longer next time. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Reanna, Thank you for continuing to choose Novotel Perth Langley and for your kind comments regarding our convenient location, comfortable accommodation and great service. I am very sorry, however, about your Room Service breakfast experience. Waiting over an hour for breakfast, only for it to arrive cold, is simply not acceptable, particularly when you had deliberately ordered at 9:30am to allow plenty of time before checking out. While I’m pleased our Front Office team was able to extend your check-out time, I appreciate that this did not resolve the inconvenience. Your breakfast should have arrived promptly and at the correct temperature, and the delay ultimately impacted your plans for travelling home. I will be following this feedback up with our Food & Beverage and Kitchen teams, as we need to ensure our Room Service delivery times and food quality are consistent. Thank you for your understanding and, particularly, for remaining positive about your stay despite this experience. As a returning guest, we greatly value your support and look forward to welcoming you back. I certainly hope we deliver a much better breakfast experience on your next visit. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Genevieve, Thank you for your feedback. I’m pleased that overall you had an easy and enjoyable stay with no major issues. I appreciate your comments regarding the room lighting and styling. 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. You also make a very valid point regarding the accessibility of power points for charging devices. Our rooms were designed well before the number of devices guests travel with today, and having to charge your phone beside the sink is certainly not ideal. Convenient bedside charging and USB access are important considerations as we look at future room improvements. I also appreciate your comments regarding the car park. It can certainly be tight to navigate, particularly for larger vehicles. Thank you again for your constructive feedback and your 80/100 rating. We’re glad you had a good stay overall and 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 Liam, Thank you for your lovely review and, particularly, for choosing to stay with us on many occasions. It is always rewarding to hear from a returning guest. I’m pleased that you continue to find our location convenient, check-in straightforward and your rooms consistently clean and well presented. We do recognise that aspects of our guestrooms are dated, and I am currently working through broader refurbishment plans for the property. Thank you also for your comments regarding parking. Being in the CBD does bring higher parking costs, although I appreciate that it remains an important consideration when choosing where to stay. It’s wonderful to hear that you enjoy both our restaurant and Fenians Irish Pub, and I particularly appreciate you recognising Emma at Fenians and our breakfast team. I will make sure your kind comments about their friendliness and helpfulness are shared with them. Most of all, I’m delighted that you continue to find Novotel Perth Langley an easy and enjoyable place to stay. We greatly appreciate your continued support and look forward to welcoming you back again soon. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Tesha, Thank you for such a lovely review. We’re delighted that you and your daughter enjoyed your special getaway together and found the room comfortable, our team friendly, and the food and hotel facilities enjoyable. It is particularly wonderful to hear that your stay gave you the opportunity to relax, spend quality time together and make some beautiful memories. Knowing that our hotel played a small part in making your time together special means a great deal to our team. Thank you for choosing Novotel Perth Langley for your getaway. We would absolutely love to welcome you and your daughter back for another memorable stay in the future. 🫶🏻 Warm regards Mark Hardy General Manager Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Xiang, Thank you for your kind words regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you found your stay comfortable and enjoyed the great views our hotel offers. Our team strives to provide a friendly and welcoming atmosphere, and it is rewarding to know that we succeeded during your visit. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Charity, Thank you for taking the time to share your feedback. I am very sorry that your experience at Novotel Perth Langley was so disappointing, particularly as you regularly stay with Novotel Murray Street and understandably expected a comparable level of service. I am particularly concerned by your comments regarding the team member who delivered your dinner. Regardless of how busy we may be, room service should always be delivered in a warm, courteous and professional manner, and I apologise that your interaction made you feel otherwise. I will follow this up with our Food & Beverage Manager and team. I also apologise for the maintenance issues you encountered, including the power point for the kettle not working. Basic room facilities should be checked and fully operational before a guest arrives, and your comments will be shared with our Engineering and Housekeeping teams. I would also like to address your sustainability feedback, as some of our initiatives may not be immediately obvious. As part of our sustainability commitments, we have removed 43 single-use plastic items from our operations, introduced dual recycling bins in every guestroom, and use key-card energy control slots so unnecessary electricity is switched off when rooms are unoccupied. These measures sit alongside our towel and linen reuse initiatives and reductions in automatically supplied single-use amenities. However, your comment that you did not see evidence of these efforts is important. Having sustainability initiatives in place is only part of the commitment; we also need to communicate them effectively to our guests. Thank you again for your candid feedback. I am sorry that on this occasion we did not provide the service and experience you have come to expect from the Novotel brand, and we will use your comments to improve. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Jeffrey, Thank you for taking the time to share your feedback and for your continued loyalty as an ALL Gold member. I’m pleased that you found your room comfortable and that your overall experience reflected the standards you have come to expect from Accor. I am sorry, however, that the air conditioning was not functioning correctly. If the room remained warm despite lowering the temperature setting, this is something our Engineering team needs to investigate. I am equally disappointed that your Gold membership was not acknowledged on arrival. Regardless of whether an upgrade is available, our team should recognise your loyalty and explain the benefits available to you. Room upgrades for Gold members are subject to availability at the time of arrival, but if we are unable to provide one, this should still be communicated rather than simply not mentioned. Having experienced a warmer welcome on previous stays, I understand why this occasion stood out to you. I will reinforce with our Front Office team the importance of recognising our returning ALL members and ensuring their status and preferences are acknowledged. Thank you again for your loyalty and constructive feedback. We look forward to welcoming you back and providing the recognition and experience you have come to expect from us. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Mark, Thank you for your kind words regarding your recent stay. We are delighted to hear that you had an excellent experience from arrival to departure. Your feedback motivates our team to maintain high standards of service. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Zuraiti a. b., Thank you for your kind words regarding your recent stay. We are delighted to hear that you found our accommodations comfortable and appreciated our location and pricing. 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 Glenn, Thank you for sharing your feedback. I am sorry that these issues detracted from your stay. I appreciate your disappointment regarding the request for an additional hour for late check-out. Late check-out is subject to availability, particularly when we have incoming guests requiring the room; however, our team should have offered to store your luggage securely with us while you attended your meeting in the city. I am sorry if this option was not clearly offered to you. More concerning is your experience with the shower temperature. Water fluctuating between hot and cold is unacceptable, particularly when it becomes hot enough to scald a guest. I sincerely apologise that this occurred. We are aware of water pressure and temperature fluctuations affecting parts of the hotel, and our Engineering team has been working to identify and rectify these issues. Your comments regarding both the shower and bathroom tap will be followed up. While I am pleased the room itself was adequate, these are basic comfort and service expectations that we should be getting right. Thank you for bringing them to my attention, and I hope we have the opportunity to provide you with a much better experience on your next stay. Kind regards, Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Remi, Thank you for your kind words regarding your recent stay at Novotel Perth Langley. We are delighted to hear that you found our rooms comfortable and enjoyed the fantastic food and friendly service provided by our team. It is always our goal to create a memorable experience for our guests, and your feedback is greatly appreciated. Warm regards Mark Hardy Novotel Perth Langley e: H1… w: www.novotelperthlangley.com.au w: www.feniansirishpub.com.au

Dear Michelina, Thank you for your delightful feedback regarding your recent stay at Novotel Perth Langley. We are thrilled to hear that you enjoyed the upgrade and found our staff to be friendly and helpful. It is wonderful to know that the cleanliness of your room and the variety of breakfast options contributed positively to your experience. 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