Dear Maree, Thank you for taking the time to share your feedback following your recent stay with us. While I am pleased to hear that you appreciated our great location, I am sincerely sorry that several aspects of your experience did not meet your expectations. Please accept my apologies for the cool and dismissive welcome you received upon arrival. This is certainly not the level of hospitality we aim to provide at Novotel Canberra, and I will be following this up with our Front Office team. I am also disappointed to hear about your experience during breakfast. The delays in clearing tables and replenishing essential items such as orange juice, milk, bread and clean glasses are not acceptable. We understand that a well-managed breakfast service is an important part of our guests’ overall experience, and we clearly fell short on this occasion. I also appreciate your comments regarding the use of paper cups for tea and coffee. I understand how this would detract from the breakfast experience, and your feedback has been shared with our Food & Beverage team for review. Thank you again for bringing these matters to our attention. Your feedback provides us with an opportunity to improve, and I hope we will have the opportunity to welcome you back to Novotel Canberra and provide you with the experience you should have received. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Sebastian, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Kind regards, Saksham Suri Duty Manager

Dear Samantha, Thank you for taking the time to share your experience. We are very sorry to hear that your stay did not meet your expectations and that several aspects of your visit caused frustration and disappointment. We sincerely apologise for the housekeeping concerns you encountered, including the cleanliness issues in the room and the insufficient towels provided on arrival. We are also sorry for the inconvenience caused by the hot water issue and the delays in communication regarding its resolution. We understand how difficult this was, particularly when travelling with young children. Additionally, we regret the disappointing experience in our restaurant and apologise for the delay with your coffee order. This is not the standard of service we aim to provide. Your feedback has been shared with the relevant teams for review, as we are committed to improving both our facilities and service standards. We appreciate you bringing these matters to our attention and are sorry that we fell short during your stay. Kind regards, Saksham Suri Duty Manager

Dear Danica, Thank you for taking the time to share your feedback following your recent stay. I am very sorry that you were still waiting for your tax invoice after being advised it would be emailed to you. I completely understand your frustration, particularly when travelling for business. Receiving a tax invoice should be a simple part of the departure process and certainly should not require you to follow up with the hotel. I have raised your feedback with our Front Office team so we can understand why this was not actioned as promised and ensure the invoice is sent to you as a priority. I also acknowledge your comments regarding the condition of the room and that you found the interior tired. We are aware that aspects of our accommodation are showing their age, and I appreciate your candid feedback. I am sorry that what should have been a straightforward business stay resulted in unnecessary frustration. Thank you for bringing this to my attention and giving us the opportunity to address it. I have asked the team to send it immediately, if not received please respond to me. Warm regards, Ali Mair General Manager Novotel Canberra

Dear Richard, 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 great location and found the room spacious and comfortable, with convenient access to many services. We also appreciate your honest feedback regarding the in-room TV entertainment system and screen mirroring function. We understand how frustrating it can be when the technology is not as convenient or user-friendly as expected. Your comments have been noted and will be shared with our management team as we review opportunities to improve our in-room entertainment experience. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back to Novotel Canberra and provide you with an even better experience next time. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Mr M., Thank you for your continued support and for rating your recent stay 90/100. We are delighted to hear that, as always, our team continues to be the highlight of your stays. Your kind words about our staff are greatly appreciated and will be shared with the team. We are, however, sorry to hear that our dining experience continues to fall short of your expectations. We truly value your honest feedback and will share your comments with our Food & Beverage team as we work to improve. We look forward to welcoming you back and hopefully exceeding your expectations across all aspects of your next stay. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Rama, Thank you for your continued loyalty as an Advantage Plus member and regular guest of Novotel Canberra. We sincerely appreciate you taking the time to share your detailed feedback. While we are pleased to hear that your stay began positively with a competitive rate and room upgrade, we are very sorry to learn that several aspects of your visit did not meet the standards you have come to expect from us. Please accept our apologies for the issues with the in-room telephone, the replenishment of amenities, and the disappointment surrounding your dining experience. We understand how frustrating it must have been, particularly after discussing your preferences prior to arrival. We also regret that the comfort of the restaurant seating impacted your enjoyment of your meals. Most importantly, we are sorry that your birthday celebration was not recognised in a meaningful way. Special occasions provide an opportunity for us to create memorable experiences, and we regret that we fell short on this occasion. Your feedback has been shared with the relevant department leaders for review, and we appreciate the opportunity to learn from your experience. We value your patronage and hope to have the chance to restore your confidence in a future stay. Kind regards, Saksham Suri Duty Manager

Dear T., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Kind regards, Saksham Suri Duty Manager

Dear J., Thank you for taking the time to share your feedback following your recent stay with us. I’m very sorry to hear that your experience did not meet your expectations. We sincerely regret that you found the room to be small and dated, and that the food and parking facilities also fell short of expectations. Your comments are important to us, and we will share this feedback with our relevant teams as we continue to look for ways to improve our rooms, dining experience and parking information and facilities. We understand how disappointing it is when a stay does not provide the level of comfort and service you were expecting. Please accept our sincere apologies, and we hope to have the opportunity to provide you with a much-improved experience should you choose to stay with us again. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Mr H., Thank you for taking the time to share your feedback following your stay with us at Novotel Canberra. We are pleased to hear that you found our hotel well located and our staff helpful. However, we are sorry to hear that our breakfast did not meet your expectations. We appreciate your feedback and will share it with our Food & Beverage team as we continually work to improve our offerings and guest experience. We hope to have the opportunity to welcome you back and provide you with a more enjoyable experience next time. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Jason, Thank you for taking the time to share your feedback following your recent stay with us. While I am pleased to see that you had a positive experience with your arrival, accommodation, cleanliness and breakfast, I am very disappointed to read about your experience in our restaurant. If a guest tells us that they are unable to eat a $58 steak because of the way it has been prepared or seasoned, we should be looking for an opportunity to resolve the issue there and then. Whether that is replacing the meal, offering an alternative or finding another appropriate solution, simply acknowledging your concern without attempting to rectify it is not the level of care I expect from our team. I am sorry that this left you feeling that we were more interested in taking payment than looking after you. That is certainly not the experience we want any guest to leave with. I will be addressing your feedback directly with our Food & Beverage team, particularly around how we respond when a guest raises a concern and the importance of taking ownership of the situation while we still have the opportunity to make it right. Thank you for bringing this to my attention, Jason. I hope we have the opportunity to welcome you back and provide you with a much better dining experience next time. Warm regards, Ali Mair General Manager Novotel Canberra

Dear Ms M., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you enjoyed our central location, found our staff lovely, and had a great breakfast. However, we sincerely apologise that the location of your room near the lifts resulted in noise and disrupted your rest. We understand how important a quiet and comfortable room is, and we are sorry that we did not provide the restful stay you expected. We appreciate your feedback and will share your comments with our team. We hope to have the opportunity to welcome you back and provide you with a more comfortable and relaxing experience. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Ann, Thank you for your wonderful feedback and for rating your stay 90/100. We are delighted to hear that you enjoyed our convenient location, comfortable accommodation, and good service. We’re also pleased to know that your booking experience through the ALL Accor app was smooth and easy. Thank you for your loyalty as an ALL Accor Silver member. We look forward to welcoming you and your family back to Novotel Canberra for another enjoyable stay. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Olivia, Thank you for taking the time to provide such detailed feedback following your recent stay with us. While we’re pleased to hear that you enjoyed our central location, kids’ play area and complimentary coffee in the lobby, I’m very sorry that several aspects of your stay fell short of expectations. In particular, please accept our sincere apologies regarding the cleanliness of your room. The issues you described, including the dust on the coffee machine and items left on the carpet, are certainly not the standard of cleanliness we expect to provide. We take your comments very seriously and will be sharing this feedback with our Housekeeping team to ensure these concerns are addressed. We also acknowledge your comments regarding the limited room servicing during your three-night stay. We understand how disappointing this would be, particularly when the service provided did not meet expectations. Thank you as well for highlighting the lack of clarity around our parking arrangements at check-in. We agree that this information should be clearly explained upon arrival, and we will review this with our Front Office team. Your feedback is valuable in helping us identify where we need to improve. We hope you will give us another opportunity to welcome you back and provide the comfortable and well-maintained experience you should expect from Novotel Canberra. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Jason, Thank you for taking the time to share your feedback and for rating your overall experience 80/100. We’re pleased to hear that you had a smooth arrival and check-in. We also appreciate your comments regarding the parking facilities and the pool. We understand that the pool can become quite busy, particularly during peak family periods, and we’re sorry this impacted the comfort of your stay. Your feedback regarding the parking is also appreciated, and we will continue to look for ways to improve the experience for our guests. Thank you for your continued loyalty as an ALL – Accor Live Limitless Gold member. We hope to have the opportunity to welcome you back to Novotel Canberra and provide you with an even more comfortable stay. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Jillian, Thank you for taking the time to share your detailed feedback and for rating your overall experience 80/100. We are delighted to hear that you enjoyed our central location, dinner, drinks at the bar, and our pool facilities. It is wonderful to know that you found the nearby dining, shopping, and transport options convenient. We appreciate your feedback regarding the availability of robes for the pool, particularly during the colder winter months. We will certainly share this suggestion with our team for consideration. We are also sorry to hear that our breakfast did not meet your expectations, and we appreciate your comments as they help us identify areas where we can improve. We hope to have the pleasure of welcoming you back to Novotel Canberra and providing an even better experience next time. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Luke, Thank you for your wonderful feedback and for choosing Novotel Canberra for your family getaway! We’re delighted to hear that you enjoyed our perfect location and that the kids had a great time in the pool. It’s always fantastic to know that the whole family had an enjoyable stay. We truly appreciate your kind words and look forward to welcoming you and your family back to Novotel Canberra again soon. Warm regards, Ryan Bui Duty Manager Novotel Canberra

Dear Claudia, Thank you for taking the time to share your feedback with us. We sincerely apologise that the cleanliness of the carpet in your room did not meet our standards. We completely understand your concern, especially when travelling with young children, and appreciate how disappointing this must have been. Your feedback has been shared with our Housekeeping team for immediate attention. We take cleanliness very seriously and will use your comments to ensure this is addressed. We hope to have the opportunity to welcome you and your family back and provide the clean and comfortable stay you deserve. Kind regards, Ryan Bui Duty Manager Novotel Canberra

Dear Michael, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Kind regards, Saksham Suri Duty Manager