Dear Janelle, Thank you for taking the time to share your feedback. We're delighted to hear that you enjoyed the comfortable bed and found our team friendly and helpful. I sincerely apologise for the inconvenience caused by the air conditioning issue in your original room. However, I'm pleased our team was able to respond promptly and arrange an alternative room to ensure you could enjoy a comfortable stay. Your understanding is greatly appreciated, and we look forward to welcoming you back to Novotel Canberra for an even better experience. Kind regards, Arjun Novotel Canberra

Dear Faith, Thank you for your lovely feedback. We're delighted to hear that you had a great stay and enjoyed our central location. We appreciate your understanding regarding the car park. As our parking facilities are located within the existing building structure, some spaces can be a little tight, and we appreciate your patience. We look forward to welcoming you back to Novotel Canberra for another enjoyable stay. Kind regards, Arjun Novotel Canberra

Dear Witita, Thank you for your wonderful feedback and for choosing to stay at Novotel Canberra. We're delighted to hear that you enjoyed our convenient location and found our team friendly and helpful. Your kind words mean a lot to us and will certainly be shared with the team. Thank you again for your support, and we look forward to welcoming you back soon. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Caroline, Thank you for taking the time to share your feedback and for choosing to stay at Novotel Canberra. We're pleased to hear that you had a positive experience and found our team accommodating. We also appreciate your comments regarding the parking fees and understand your concerns about the cost. Your feedback is valuable and will be shared with our management team for review. Thank you again for your support, and we hope to welcome you back soon. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Edward, Thank you for your wonderful review and for choosing to stay at Novotel Canberra! We are delighted to hear that you enjoyed our convenient location, comfortable accommodation, and great value for money. It is especially pleasing to know that our Front Office team made a positive impression, particularly the team member who assisted in finding your phone. We will be sure to share your kind feedback with the team. Thank you again for your perfect rating and recommendation. We look forward to welcoming you back for another enjoyable stay soon! Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Mr J., Thank you for taking the time to share your feedback regarding your recent stay at Novotel Canberra. I am pleased to hear that you found our Front Desk team friendly and helpful. However, I am sorry that the overall condition of the hotel and the housekeeping service did not meet your expectations. Regarding your room allocation, I would like to clarify that Room 721 was a Standard King Room, which was the room category originally booked, rather than a downgrade. However, I understand that as an ALL Gold member, you were hoping for an upgrade, and I apologise that we were unable to meet this expectation upon arrival. I am also sorry about the mould in the bathroom and the housekeeping issues you experienced. These concerns, along with the condition of the carpets and the delayed collection of room service trays, are certainly not the standards we aim to provide. Your feedback will be shared with the relevant teams for review and improvement. Thank you again for your honest feedback and for your loyalty as an ALL Gold member. We hope to have another opportunity to welcome you back and provide a much better experience. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Mr H., Thank you for taking the time to share your feedback regarding your recent stay at Novotel Canberra. I sincerely apologise that your experience did not meet your expectations. I understand your disappointment with the dated condition of our hotel, as well as the missing kettle in your room. It is also concerning that your calls to reception went unanswered and that you had to come down to the lobby to request assistance. This is certainly not the level of service we aim to provide. Please be assured that we are addressing the issue of missing room amenities with our team to prevent similar situations in the future. Your feedback regarding the condition of our rooms will also be shared with our management team for review. I am sorry to hear that this experience has discouraged you from staying with us again. We truly appreciate your feedback and hope you might give us another opportunity to provide you with a better experience in the future. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Angie, Thank you for taking the time to share such detailed feedback regarding your recent stay at Novotel Canberra. We're pleased to hear that you found our rooms clean and comfortable, and enjoyed the beds and shower facilities. However, I sincerely apologise that several aspects of your stay fell short of your expectations. I understand your disappointment regarding the pool temperature, lack of clear information about pool towels, and the sauna no longer being available. I'm also sorry that the bathroom facilities and amenities did not meet your expectations. While some additional toiletries are available upon request, we understand that these small touches can make a real difference to the overall guest experience. I'm particularly sorry to hear about your missing perfume and the disappointment caused when it could not be located. I also apologise that the parking charges were not clearly communicated upon arrival, as well as the issues you experienced with breakfast replenishment and food quality. Your feedback highlights several areas where we can improve, and I will share your comments with our Front Office, Housekeeping and Food & Beverage teams for review. Thank you again for your valuable feedback. We hope to have another opportunity to welcome you back and provide a more enjoyable experience in the future. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Alexandra, Thank you for taking the time to share your feedback following your recent stay at Novotel Canberra. We're delighted to hear that you found our front desk team friendly, helpful and polite. It's also wonderful to know that you enjoyed the spacious and comfortable room. Your kind comments are greatly appreciated and will certainly be shared with our team as encouragement. We look forward to welcoming you back to Novotel Canberra for another enjoyable stay. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Rajat, Thank you for taking the time to share your feedback regarding your recent stay at Novotel Canberra. Please accept my sincere apologies for the inconvenience you experienced with the shower gel dispenser and the unpleasant smell in the bathroom. I understand how disappointing this must have been, particularly after you had already brought the issue to our team's attention. This is certainly not the experience we want our guests to have. Your feedback has been shared with our Housekeeping and Maintenance teams for further investigation to ensure these issues are properly addressed. Thank you again for bringing this to our attention. We hope to have the opportunity to welcome you back and provide you with a much better experience. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Evan, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed your stay, particularly the comfortable and quiet room and our convenient location. It is also wonderful to hear that Jay made a positive impression by helping arrange a late meal after your arrival. We will be sure to pass on your kind words to him. Thank you for your continued loyalty as an ALL Accor Platinum member. We look forward to welcoming you back to Novotel Canberra. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Emily, Thank you for taking the time to share your feedback. I am sorry to hear that your room did not meet your expectations. We understand your disappointment with the condition of the room, bedding and crockery. This is not the experience we want our guests to have. We acknowledge that some areas of the hotel and guest rooms are dated, and we appreciate your honest feedback. Your comments will be shared with the relevant teams as we continue looking for ways to improve our facilities and guest experience. Thank you again for bringing this to our attention. We hope to have the opportunity to provide you with a more enjoyable experience in the future. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Katherine, Thank you for sharing your feedback. I am very sorry to hear that your room was not properly cleaned and that you experienced an unexpected charge during your stay. Regarding the additional charge, we would like to clarify that the $20 charge may have been for our charity socks. However, if you did not receive or purchase these, please reply to us via email so we can investigate the charge and arrange a refund if applicable. We also apologise for the cleanliness issues you encountered, including the coffee stains and empty drink can. This is certainly not the standard we aim to provide, and your feedback will be shared with our Housekeeping team for review. We understand how frustrating this experience must have been, especially when travelling for work and having to reconcile expenses. Thank you for bringing these matters to our attention. We hope to have the opportunity to restore your confidence in Novotel Canberra. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Tracey, Thank you for taking the time to share your feedback. We are delighted to hear that you had a wonderful stay with us and enjoyed our convenient location. However, I am sorry that the room on Level 7 did not meet the same standard as the rooms you enjoyed during your first two nights. We appreciate you bringing this to our attention, as guest feedback helps us identify areas where we can improve. Thank you again for your feedback. We hope to have the pleasure of welcoming you back to Novotel Canberra for another enjoyable stay. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Ross, Thank you for taking the time to share your feedback following your recent stay at Novotel Canberra. We are pleased to hear that you enjoyed our convenient location and found our team welcoming. However, I am sorry for the inconvenience caused by the housekeeping service on your second day. We understand that simply making the bed without replacing towels or replenishing the tea and coffee supplies was not the standard you expected. We also apologise for the duplicate car parking charge, although I am pleased this was resolved when brought to our attention. Your feedback has been shared with the relevant teams for review and improvement. We appreciate you bringing these matters to our attention and hope to have another opportunity to provide you with a smoother and more enjoyable stay. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Kirsten, Thank you for taking the time to share your feedback following your recent stay at Novotel Canberra. We are pleased to hear that you enjoyed dinner at our restaurant and found our team helpful. However, I sincerely apologise for the condition of your room, particularly the cobwebs, dirty towels and cigarette butts left on the balcony. This is certainly not the standard of cleanliness we aim to provide. I am also sorry that breakfast did not meet your expectations and that you felt your long-standing loyalty to Accor Plus was not sufficiently recognised during your stay. We genuinely value your continued support over the past 20 years and appreciate you bringing this to our attention. Your feedback has been shared with the relevant teams for review and improvement. We hope to have another opportunity to welcome you back and provide you with the experience you deserve. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Gary, Thank you for taking the time to share your feedback following your recent family stay at Novotel Canberra. We are delighted to hear that you enjoyed our convenient central location, with easy access to Canberra's attractions and restaurants, and found your room clean and tidy. It is also wonderful to know that you had a smooth booking experience through the ALL Accor app. We truly appreciate your continued support as an ALL Accor Gold member. Your positive feedback means a lot to our team, and we look forward to welcoming you and your family back to Novotel Canberra again soon. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Lara, Thank you for taking the time to share your feedback following your recent stay at Novotel Canberra. We are pleased to hear that you found our team friendly and helpful and enjoyed the breakfast. However, I am sorry that the condition of your room and the issues with the TV and shower affected your overall experience. Please accept our apologies for the inconvenience. We understand how frustrating it must have been, particularly when the facilities in your room did not function as expected. Your feedback has been shared with our Housekeeping and Maintenance teams for further review and follow-up. We appreciate your comments as they help us identify areas where we need to improve. We hope to have another opportunity to welcome you back and provide you with a more comfortable experience. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Jeremy, Thank you for taking the time to share your feedback. I sincerely apologise that you felt your Accor Gold status was not acknowledged upon arrival. Unfortunately, we had to make a last-minute room change to ensure you received an upgraded room. During this process, your in-room welcome gift, provided in recognition of your Gold membership, was inadvertently left behind in the original room. I am sorry this was overlooked and for the disappointment it caused. As a gesture of goodwill, I have arranged points towards your ALL – Accor Live Limitless membership, which you can use at participating Accor properties. Regarding the $12 charge, I can confirm that the disputed minibar charge was refunded on the same day. Please allow some additional time for the refund to appear in your account, as processing times may vary depending on your bank. I am also sorry that other aspects of your stay, including the unavailability of the sauna did not meet your expectation. Please note that this facility has not been advertised as an available amenity by our hotel for a long time now. However, I apologise for any confusion or inconvenience this may have caused. We value your feedback and regret that your experience fell short of the standard we strive to deliver. On your next visit, please feel free to contact me directly so I can personally assist and help ensure you have a more enjoyable stay. Kind regards, Arjun Operations Manager Novotel Canberra