Dear Guest, Thank you very much for your wonderful feedback and for describing us as the friendliest hotel in the Accor group! We are delighted to know that you appreciated the friendliness and helpfulness of our team, as well as our prompt email assistance. Your kind words are a great source of motivation for all of us. We also appreciate you bringing the bathroom floor cleanliness to our attention. Please accept our apologies for this shortcoming. We will share your comments with our housekeeping team to ensure greater attention to detail. Thank you for your loyalty to ALL Accor and for recommending our hotel so highly. We look forward to welcoming you back for another excellent stay! Kind regards, Sara guest relations manager

Dear Guest, We are sorry to read that your stay did not meet your expectations. We are particularly disappointed to learn about your experience, as no concerns were reported to our reception team during your stay. Had we been made aware of these issues, we would have welcomed the opportunity to assist you and address your concerns wherever possible. We take guest feedback seriously and regret that we were not given the opportunity to intervene while you were with us. We would appreciate further details regarding the specific aspects of your stay that fell short of your expectations, so that we can better understand your experience. Kind regards, Sara Guest Experience & Quality Manager Novotel Milano Malpensa Airport

Dear Guest, Thank you for sharing your feedback. I remember your situation well, and I am sorry to hear that your stay did not meet your expectations. During your stay, we offered you an upgrade to a suite, fully equipped with the amenities provided for that room category. However, as you found the suite too cold and dark, we arranged a room change to better accommodate your preferences. Regarding the coffee machine, I would like to clarify that it was not a standard amenity in the second room, which is why coffee pods were not provided there. Nevertheless, we regret any inconvenience this may have caused. We are also sorry that the cleanliness of the room and bathroom, as well as the waiting time for the bathrobes and slippers, affected your experience. Your comments regarding the support provided to our team will also be taken into consideration. We always strive to find suitable solutions when guests raise concerns during their stay, and we regret that, despite our efforts to accommodate your requests, we were unable to leave you with a fully satisfactory impression. Thank you for your feedback. Kind regards, Sara guest relations manager

Dear Guest, Thank you for sharing your feedback. We are sorry to learn that your experience did not meet your expectations. We take your comments regarding the condition of the hotel, cleanliness, breakfast and check-in service seriously, as we are committed to providing our guests with a comfortable stay and attentive service. We regret that we were unable to leave you with a more positive impression and will share your feedback with the relevant teams for further consideration. We hope you may give us another opportunity in the future to offer you a more satisfying experience. Kind regards, Sara guest relations manager

dear guest, Thank you for sharing your feedback. We are sincerely sorry that several aspects of your stay did not meet your expectations, particularly the cleanliness of your room, the welcome at reception and the management of the airport shuttle service. We understand how frustrating it must have been to wait outside with your luggage without being informed that the shuttle was already in the parking area. Regarding your comments on the restaurant, we are particularly concerned to read that the food did not meet your expectations. Our restaurant aims to offer freshly prepared dishes and a pleasant dining experience, and we take such feedback seriously. However, we would have appreciated the opportunity to receive your comments during your stay, so that we could have investigated your concerns directly with our Food & Beverage team and taken appropriate action. We are pleased that you enjoyed our breakfast buffet, although we regret that this was the only aspect of your stay that left you with a positive impression. Your feedback has been shared with the relevant departments for review, particularly regarding room cleanliness, service standards and shuttle coordination. We regret that your overall experience was disappointing and thank you for bringing these matters to our attention. Kind regards, Sara guest relations manager

Dear Guest, Thank you so much for your wonderful feedback and for awarding us a perfect score of 100/100! We are delighted to know that you enjoy our spacious rooms and comfortable beds so much that you sleep even better here than at home! Your lovely words are the greatest compliment we could receive. We are also glad that our location makes your travels to Malpensa Airport and Leonardo so convenient. We truly look forward to welcoming you back for another relaxing and restful stay! Warm regards, Sara Guest Relations Manager

Dear Guest, Thank you for your review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

Dear Guest, Thank you so much for your wonderful feedback! It is always a pleasure to welcome you back, and we are delighted to know that you continue to appreciate our convenient location near Milan Malpensa Airport and, above all, the warm welcome from our team. A special thank you for mentioning Giovanni and Luca D. – we will be very happy to share your kind words with them. They will certainly appreciate knowing that their welcome made your stay even more special. We look forward to welcoming you back again soon! Kind regards, Sara G. Guest Experience & Quality Manager

Dear Guest, Thank you for your review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

Dear guest, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to know that your overall experience was satisfactory. We are, however, sorry to hear that our breakfast selection did not fully meet your expectations, particularly regarding the vegetarian options. We understand how important it is to offer a varied and inclusive breakfast selection, and your comments will be shared with our team for further consideration. We also appreciate your feedback regarding the value for money and will take this into account as we continue to improve our services. We hope to have the pleasure of welcoming you back on your next visit and providing you with an improved experience. Kind regards, Sara guest relations manager

dear guest, Thank you for taking the time to share your detailed feedback following your recent family stay with us. We are pleased to hear that you appreciated our convenient airport location, our team, the Wi-Fi and the dinner experience, particularly the pizza. We are also glad that your booking experience through the ALL Accor App was excellent. We are, however, sorry to hear that the sofa bed was uncomfortable and that it unfortunately broke during your stay. We fully understand how disappointing this must have been, especially when travelling with your family. We will share your comments with our maintenance and housekeeping teams to ensure that the condition and comfort of our sofa beds are carefully reviewed. We also take note of your comments regarding the breakfast selection and understand that you would have appreciated a wider variety of options. Regarding the swimming pool, please kindly note that it is a seasonal facility and is closed outside the summer season. We regret if this was not sufficiently clear prior to your arrival. Your feedback is very valuable to us, as it helps us identify areas where we can improve. We hope to have the opportunity to welcome you and your family again and provide you with a more comfortable and enjoyable experience. Kind regards, Sara Guest relations manager

Dear Guest, Thank you for your review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

Dear Guest, Thank you for your positive review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

Dear Guest, Thank you for taking the time to share such detailed feedback following your stay. We are pleased to see that you appreciated the friendliness and helpfulness of our team, the cleanliness of your room and the automatic upgrade provided as an ALL Accor Gold member. We are sorry, however, that several aspects of your stay did not meet your expectations. Regarding the room, we sincerely regret the issues you encountered with the walls, shower and bathroom fittings. Although the room was rated 100/100 for cleanliness, we understand that its condition and furnishings did not reflect the standard you expected. Your comments have been shared with our maintenance team for the necessary checks. We would also like to clarify the information regarding our restaurant. The restaurant service is available until 22:00, while from 22:00 to 22:30 we offer a pizza-only service. We are therefore surprised that you were informed otherwise, and we will certainly verify this internally to avoid any misunderstanding. Regarding the airport shuttle, we are sorry that you were unable to use the service at the time you needed it. As the shuttle has limited capacity, reservations can only be made directly at reception upon check-in. We understand that this was inconvenient, especially during a busy period, and we are sorry that an alternative taxi could not be arranged at that time. We truly appreciate your positive comments about our team and your recognition as an ALL Accor Gold member. We hope that, should you choose to stay with us again, we will have the opportunity to provide you with a smoother and more satisfactory experience. Kind regards, Sara Guest Experience & Quality Manager

Dear Guest, Thank you for your wonderful review! We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

dear guest, Thank you for taking the time to share your detailed feedback following your stay with us. We are pleased to know that you appreciated our convenient location, our team and the service provided during your stay. We are particularly happy to read your kind words about our Russian-speaking colleague in the bar and restaurant. We will certainly share your compliments with her. We are sorry that some aspects of your experience did not fully meet your expectations. We take note of your comments regarding the rooms, breakfast and restaurant, and we will share your observations with the relevant departments as part of our ongoing efforts to improve our services and facilities. Regarding the swimming pool, we are sorry to hear about your impression. Our pool is regularly maintained and checked by our team, although we regret that it did not appear to you as expected during your visit. As for your ALL welcome drink, we are particularly sorry about this point. Please know that had you mentioned this to our reception team during your stay, we would have been more than happy to explain how to redeem your benefit and assist you immediately. We always encourage our ALL members to ask us about their benefits, as our team is happy to help make sure they can enjoy them. We are nevertheless delighted that you rated our team 100/100, cleanliness 100/100 and your check-in and check-out experience very positively. We also appreciate that you would recommend our hotel for a convenient stay before or after a flight. Thank you once again for your constructive comments. We hope to have the opportunity to welcome you and your family again and provide an even more enjoyable experience. Kind regards, Sara Guest Experience & Quality Manager Novotel & ibis Milano Malpensa Aeroporto

dear guest, Thank you for taking the time to share your detailed feedback following your stay with us. We are pleased to know that you appreciated the spacious room, the bathtub that your children enjoyed, the cleanliness of the accommodation and the efficiency of our transfer service. We are also happy to hear that our security colleague was kind and helpful. We are truly sorry for the aspects of your stay that did not meet your expectations. Regarding the luggage storage, we would like to clarify that this is not a complimentary hotel service. We have a partnership with Bounce, an external luggage-storage service, which allows guests to store their luggage nearby for a fee. We are sorry if this was not sufficiently clear when you were checking the information before your arrival, and we understand your disappointment. We also apologize for the lack of information provided by our team regarding the playground mentioned on our website. Even if a colleague is not familiar with the area, we expect our staff to make every effort to check the information and assist our guests. Your comments regarding breakfast are also duly noted. We are sorry that the quality of the bread, eggs and other products did not meet your expectations. We will share your feedback with the team. Finally, we regret that you felt the breakfast staff was not sufficiently attentive to guests. This is certainly not the level of service we aim to provide. Thank you again for your constructive feedback. We hope to have the opportunity to welcome you and your family again and offer you a more positive experience. Kind regards, Sara Guest Experience & Quality Manager Novotel & Ibis Milano Malpensa Aeroporto

Dear Guest, Thank you for your review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager

Dear Guest, Thank you for your review. We hope to have the pleasure of welcoming you again soon for another pleasant stay. Kind regards, Sara Guest Relations Manager