Dear Mr. C., May I begin by thanking you for your feedback and your stay with us. I am sorry that your experience did not meet your expectations, as you had not rated our overall score so high. It is indeed that our guestrooms are little bit old, for your information our owner is now working on a full renovation of our guestrooms and all public facilities which would be carried out in the not too distant future since this hotel is near to 20 years in operation. I am sorry to hear that the Chinese invoice was made with wrong amount, due to the language barrier of our receptionist. Please accept my sincerest apologies. Kindly be assured that we have already discussed this matter with the head of department concerned and we will look into all possible ways to improve the communication ability of our staff members and ensure the accuracy of invoice. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us, and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

尊敬的Xiao先生， 感谢惠赐有关下榻上海海神诺富特大酒店的宝贵意见。听到您对我们工作的肯定，十分开心。 我会将您的意见与我们的团队一起分享。一直以来，我们坚持不懈地提升服务质量，我相信这个反馈将给我们所有的员工带来莫大的鼓舞。 再次感谢您与我们分享您的体验，我们真诚地希望您的下一次光临会像前一次一样愉快。 谨启 祝联群 宾客体验经理

Dear Mr. B., May I begin by thanking you for your feedback and your stay with us. We are happy that in general you were satisfied with your stay in our hotel in particular with the service of our Receptionist. I will share your feedback with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We have taken note that the windows in your room needed to be cleaned. Please be advised that we have already scheduled the exterior wall and window cleaning in earlier December. Thank you for bringing this to our attention. It is indeed that the carpet is getting old, for your information our owner is now working on a full renovation of our guestrooms and all public facilities which would be carried out in the not too distant future since this hotel is near to 20 years in operation. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Thank you again for sharing your experience and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear Sherry, Thank you for taking the time to complete our guest satisfaction survey for your recent stay at Novotel Shanghai Atlantis. We understand that you were not very satisfied with the breakfast experience and the efficiency of check-in and check-out. Please accept my sincerest apologies. Kindly be assured that we have already discussed these matter with the head of department concerned and actions will be taken immediately. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us, and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear Mr. Z., Thank you for taking the time to tell us about your experience at the Novotel Shanghai Atlantis. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kathy Zhu Guest Experience Manager

Dear Mr. G., Thank you for taking the time to complete our guest satisfaction survey for your recent stay at Novotel Shanghai Atlantis with your generous to rated us overall high score. We understand that you were not very satisfied with the cleanliness of your room and the quality of breakfast food and beverages. Please accept my sincerest apologies. Kindly be assured that we have already discussed these matters with the heads of department concerned and actions will be taken immediately. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us, and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear Ms. L., We very much appreciate your comments regarding your stay at the Novotel Shanghai Atlantis. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Kathy Zhu Guest Experience Manager

Dear Ms. W., May I begin by thanking you for your feedback and your stay with us. I am sorry that your experience did not meet your expectations, as you had not rated our overall score so high. We understand that you were not very satisfied with the cleanliness of the room. Please accept my sincerest apologies. Kindly be assured that we have already discussed this matter with our Executive Housekeeper concerned and actions will be taken immediately. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us, and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear Mr. W., We very much appreciate your comments regarding your stay at the Novotel Shanghai Atlantis. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Kathy Zhu Guest Experience Manager

Dear 199danielp, We very much appreciate your comments regarding your stay at the Novotel Shanghai Atlantis. We are happy that you were satisfied with your stay in our hotel in particular with the service, cleanliness and maintenance of the hotel. Your kind words have been passed on to our Front Desk Kobe, Shelly and the department head concerned. This will certainly motivate them to keep up the good work. I am sure that this feedback will serve as an encouragement to all our staff as we strive to continuously improve the quality of our service. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Kathy Zhu Guest Experience Manager

Dear chanpat, May I begin by thanking you for your feedback and your stay with us. We are happy that in general you were satisfied with your stay in our hotel. Your kind words have been passed on to our Guest Relation Manager Vicky, Senior Premier Lounge Officer Hebe and the department head concerned. This will certainly motivate them to keep up the good work. I am sure that this feedback will serve as an encouragement to all our staff as we strive to continuously improve the quality of our service. I am sorry to hear that the windows of our revolving restaurant were dusty and your room temperature is too hot, we will look into the possibility to improve it. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us, and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear XAV-ANNAB， Thank you for taking the time to tell us about your experience at the Novotel Shanghai Atlantis. Our hotel is located 6.5KM from Nanjing Road Pedestrian Street, 30 minutes by drive, also is convenient to be reached by subway - 5 stops only. Our team member will be happy to assist you to get taxi in you future visits. We appreciate your sharing your concerns, and we sincerely expect your next visit in Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Novotel Shanghai Atlantis. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Kathy Zhu Guest Experience Manager

Dear otanildoo, We very much appreciate your comments regarding your stay at the Novotel Shanghai Atlantis. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Kathy Zhu Guest Experience Manager

Dear Pater66, May I begin by thanking you for your feedback and your stay with us. We are happy that you were satisfied with your stay in our hotel in particular with the service attitude of our Primer Lounge associates and weekend brunch in our Art 50 revolving restaurant. I will share your feedback with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience and we sincerely look forward to your next visit to Novotel Shanghai Atlantis. Sincerely, Kathy Zhu Guest Experience Manager