Dear Natasha Thank you for sharing your feedback. We're pleased you appreciated our central location and, in particular, the friendly and helpful service from our team. We'll be sure to share your kind comments with them. We're sorry that the cleanliness and presentation of your room did not meet expectations. Your comments regarding the mattress and bed linen, as well as the dust and odour in the room, have been shared with our Housekeeping team for review. We have also noted your feedback regarding the condition of the accommodation and the time taken during check-in. Thank you for highlighting both the positive and disappointing aspects of your stay. Your feedback gives us specific areas to follow up with the relevant teams. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Jane Thank you for your wonderful feedback and for your loyalty as an ALL Diamond member. We're pleased you and your family enjoyed our lakeside location, beautiful views and easy access to the centre of Queenstown. It's also lovely to hear that our friendly team, breakfast and lounge contributed to such a positive stay. We appreciate your comments about the hotel being well maintained despite its age, and we're grateful for your recommendation. Thank you for choosing Novotel Queenstown Lakeside. We hope to welcome you and your family back again soon. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Debra Thank you for returning to stay with us and for your loyalty as an ALL Classic member. We're pleased you and your family continue to appreciate our central location and value. However, we're sorry that the breakfast experience did not match your previous stay. Having to repeatedly ask for glasses, plates, juice and food to be replenished is understandably frustrating, and your detailed feedback regarding replenishment and breakfast variety has been shared with our Food & Beverage team. We also appreciate your comments regarding the overall condition of the hotel and understand that you felt it was looking more tired than on your previous visit. Thank you for recognising Ines for her friendly and professional service. We'll be sure to pass your kind comments on to her, along with your wider feedback to our team. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Rosetta Thank you for sharing your feedback and for your loyalty as an ALL Classic member. We're pleased you were otherwise very happy with your stay and particularly enjoyed our central location. We understand your comments regarding the shower over the bathtub and shower curtain, and appreciate that this layout may not suit every guest. Thank you also for recognising Honaka at Reception. We're pleased she was patient and helpful in trying to find a room with a walk-in shower, even though unfortunately none were available at the time. We'll be sure to pass your kind comments on to her. We appreciate your feedback and hope we have the opportunity to welcome you back in the future. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Chris Thank you for sharing your feedback and for your loyalty as an ALL Silver member. We're pleased you found the bed extremely comfortable and had positive interactions with our team. We understand your frustration regarding parking. Our valet parking has limited capacity and is subject to availability, particularly during busy periods. We're also sorry that the self-check-in process took longer than expected. We understand how frustrating this would have been after arriving at the hotel, especially when you expected the process to be quick and straightforward. We appreciate your feedback and apologise that your arrival was not as smooth as it should have been. Thank you for taking the time to share your experience with us. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Laura Thank you for sharing your lovely feedback. We're pleased you and your family enjoyed your stay, from the comfortable room and breakfast to the helpful service from our team. It's especially nice to hear that our central location worked so well for your family and that you were able to enjoy such a beautiful outlook from your room. Thank you for choosing Novotel Queenstown Lakeside. We hope to welcome you and your family back again on your next visit to Queenstown. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Deborah Thank you for your lovely feedback and for your loyalty as an ALL Classic member. We're pleased you and your friends enjoyed the comfortable accommodation and delicious breakfast, and it's especially nice to hear that our friendly team was the highlight of your stay. We'll be sure to share your kind comments with them. We appreciate your feedback regarding the mattresses, as well as the difficulty you experienced trying to complete your booking online. It's good to know our team was able to assist you over the phone. Thank you also for recognising our sustainability and recycling efforts. We hope to welcome you and your friends back to Novotel Queenstown Lakeside again. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Mitzi Thank you for sharing your feedback. We're pleased you and your friends enjoyed the hotel, particularly your accommodation, breakfast and the friendly service from our team. It's also nice to hear that our Front Desk team was able to arrange rooms closer together for your group. We understand your frustration regarding eating your breakfast in the lobby. Outside food cannot be consumed in our indoor bar and lounge areas, including when the bar is closed. Guests are welcome to enjoy food purchased elsewhere in their room or outside in our courtyard. We apologise that the way this policy was communicated made you feel as though you were being chased out of the area. While our team was required to follow the hotel's policy, it should always be explained politely and with suitable alternatives offered. Thank you for raising this with us and for highlighting the many other aspects of your stay that you enjoyed. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Katrina, Thank you for your lovely feedback! We’re delighted to hear you enjoyed our fantastic location and found our team so helpful. We truly appreciate your kind words and look forward to welcoming you back to Novotel Queenstown Lakeside again soon. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Rosanne, Thank you for taking the time to share such detailed feedback. We’re pleased to hear you enjoyed our fantastic location and found the hotel comfortable, but we’re sorry that several aspects of your stay fell short of expectations. We apologise for the bathroom condition, the broken toilet paper holder, and the breakfast quality. We’re also sorry for the confusion with the room charges at check-out and understand how frustrating it would have been to be asked to contact your bank regarding an issue that occurred at the hotel. Your comments have been shared with the relevant teams for review, particularly around room maintenance, breakfast standards, and our front office service. We truly appreciate you bringing these matters to our attention. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Kia Ora Thank you for taking the time to share your feedback. We have noted your concerns regarding the cleanliness of the initial room. We're pleased that the Manager on Duty was able to assist by moving you to another room and removing the first night's accommodation charge from your account. We have also noted your comments regarding the air conditioning, shower temperature and water escaping onto the bathroom floor in the second room. As these concerns were not raised with our team during the remainder of your stay, we unfortunately did not have the opportunity to inspect or address them at the time. Nevertheless, your feedback has been shared with our Housekeeping and Maintenance teams for review. While we're pleased our central location was convenient for your visit, we understand from your comments that the overall experience did not meet your expectations. Thank you for bringing these matters to our attention. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Wei, Thank you for sharing your feedback with us. We’re truly sorry that your stay did not meet expectations, particularly with the connecting room request, the room security issue, and the cleanliness concerns in the bathroom. We understand how disappointing this would have been, especially when travelling together in two rooms. Your feedback has been shared with the relevant teams for review and follow-up, including the room condition and housekeeping standards. We sincerely apologize for the inconvenience and appreciate you bringing these concerns to our attention. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Rohit Thank you for taking the time to provide such detailed feedback and for sharing your experience as a returning Accor guest. We're sorry that the overall level of service did not meet the expectations you have developed from your previous Accor stays. A friendly and welcoming approach is an important part of the experience we aim to provide, and we appreciate your comments regarding the consistency of this throughout your visit. We're particularly sorry about the follow-up when the hand soap needed replacing. Having contacted both Housekeeping and Reception, you should not have needed to approach another manager later in the evening to have this resolved. We have also noted your feedback regarding the number of towels provided for a room occupied by four guests. We do not routinely provide bottled water in our guest rooms as Queenstown's tap water is safe to drink and reducing single-use plastics forms part of our sustainability efforts. We apologise if this was not clearly communicated during your stay. Thank you for recognising Julie and the friendly service she provided from check-in onwards. We'll be pleased to share your kind comments with her, as well as your wider feedback with our team. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Eugene, Thank you for sharing your feedback. We’re pleased you enjoyed your comfortable stay and our convenient central location. We’re sorry to hear that some aspects of the breakfast did not meet your expectations. We appreciate your comments regarding the quality of the hot food and the availability of cutlery, butter and glasses. We’ll share this with our restaurant team for review and improvement. We hope to welcome you back to Queenstown again and provide an even better experience. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Felix, Thank you for your wonderful feedback! We’re delighted you enjoyed our central location, beautiful surroundings, and the friendly service from our team. It’s lovely to hear that you found everything within easy walking distance and had a comfortable stay. We hope to welcome you back to Queenstown again soon! Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Vicki, Thank you for sharing your feedback. We’re pleased you enjoyed our great location and had a wonderful experience with our bar team. We’re sorry to hear about the housekeeping and checkout experience. We appreciate your comments and will share them with the relevant teams for review. Regarding the late checkout, availability can be limited during peak periods due to the high number of arrivals and departures, and extended checkouts may incur a fee depending on availability. We appreciate your understanding. We hope to have the opportunity to welcome you back and provide a smoother experience next time. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Jacqueline, Thank you for your wonderful feedback! We’re so pleased to hear that our Duty Managers and the entire team made your stay enjoyable with their attentive and helpful service. It’s lovely to know you’ll be coming back. We look forward to welcoming you again soon! Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Kiah Thank you for your lovely feedback and recommendation. We're pleased you and your family enjoyed our central location and found your room comfortable. It's especially nice to hear that our team made such a positive impression during your stay, and we'll be sure to share your kind comments with them. We also appreciate your feedback regarding the WiFi speed and have noted this as an area for improvement. Thank you for choosing Novotel Queenstown Lakeside. We hope to welcome you and your family back again. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Rajeev Thank you for sharing your feedback and for your loyalty as an ALL Classic member. We're pleased you and your family enjoyed our location and breakfast, although we understand that other aspects of your stay did not meet expectations. We apologise for the confusion regarding the spa. It is currently out of service, and we are working to remove outdated references from third-party platforms and other listings where they may still appear. We also appreciate your comments regarding the condition of the bathroom, the lack of USB charging ports and the WiFi speed. Regarding the beds, our standard daily servicing includes making the bed rather than replacing all bed linen each day. However, the bed should still be presented to an appropriate standard, and we have shared your comments with our Housekeeping team. Thank you for taking the time to highlight these areas as well as the aspects of your stay that you enjoyed. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.