Dear Guest, Thank you for your feedback. We understand it would be convenient to have a noodle bowl and access to a microwave for heating food. However, for health and safety reasons, we’re unable to provide a microwave for heating outside food. We appreciate your understanding and hope you otherwise enjoyed your stay with us. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Zhuyu, Thank you for sharing your feedback. We’re sorry to hear that the room condition, cleanliness, and noisy air conditioning affected your stay. We understand how uncomfortable it can be when the air conditioning is noisy, and we apologise that the cleanliness and overall presentation of the room did not meet expectations. Your comments have been shared with our Housekeeping and Maintenance teams for review. We appreciate you bringing these concerns to our attention and hope to provide you with a more comfortable experience in the future. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Yachao Thank you for taking the time to provide detailed feedback regarding your stay. We are sorry that the air conditioning noise affected your comfort and rest. We understand from your comments that our team attended to the unit on several occasions and that alternative accommodation was limited at the beginning of your stay. While efforts were made to investigate and address the issue, we recognise your frustration that the matter remained a concern for you throughout your stay. We have also noted your feedback regarding the communication surrounding the issue. Regardless of differing assessments of the air conditioning unit at various stages, we appreciate that having to raise the same concern repeatedly was frustrating. Thank you for recognising Simon and the assistance he provided. We will be pleased to pass your positive comments on to him. We appreciate you sharing your perspective and have noted your feedback for review with the relevant teams. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Kia Ora Thank you for sharing your feedback and for being a Classic member of ALL. We're pleased you enjoyed our location beside the lake and gardens and found our team welcoming. It's also great to hear that the valet parking service was quick and convenient. We do apologise for the missing telephone in your room and, particularly, that this was not resolved after you brought it to our attention. We understand the inconvenience of having to come downstairs when you needed assistance, and the follow-up should have been more efficient. We also appreciate your comments regarding the room facilities and WiFi connection. Your feedback has been shared with the relevant teams for review. Thank you again for your balanced feedback, and we hope to provide you with a smoother experience on a future stay. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Kia Ora Thank you for your perfect score. We're pleased to hear you enjoyed our lakeside location and found travelling around Queenstown convenient. It's also great to know communication with our team felt comfortable and that you were happy with your room. Thank you for choosing Novotel Queenstown Lakeside, and we hope to welcome you back again. Kind regards, Guest Relations Team Novotel Queenstown Lakeside.

Dear Guangye, Thank you for your wonderful feedback. We're delighted to hear that you enjoyed our central lakeside location and found it convenient to explore Queenstown's shops, attractions, and restaurants on foot. It's also great to know that you found the hotel clean and well maintained. We appreciate your comments regarding the age of the property. Your feedback is valuable to us as we continue to improve our facilities while ensuring our guests enjoy a comfortable stay. Thank you again for your kind review. We look forward to welcoming you back to Novotel Queenstown Lakeside in the future. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Kia Ora Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We note your comments regarding the service you received and the charge you mentioned. As we don't have enough information to understand the circumstances, we're unable to comment on the specific situation, but we take concerns like these seriously and would be happy to review them further if more details are provided. Thank you again for your feedback. We appreciate you bringing your concerns to our attention. Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Kia Ora Thank you for your feedback. We are sorry to hear that your stay did not meet expectations. We appreciate your comments regarding the condition of the room, bed comfort, and bathroom facilities. Your feedback has been shared with the relevant teams for review as we continue to work on improvements throughout the property. Should you wish to discuss your experience further, please feel free to contact me directly at Tr… Kind regards, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Siqi, Thank you for taking the time to share your feedback following your stay at Novotel Queenstown Lakeside. We are delighted to hear that you enjoyed our convenient location, with easy access to Queenstown's city centre and attractions. We also appreciate your comments regarding the hair dryer. We are sorry to learn that you found it noisy and not as powerful as expected. Your feedback has been noted and will be shared with our team as we continually look for ways to improve our guests' comfort and experience. Thank you once again for your valuable feedback. We hope to have the pleasure of welcoming you back to Novotel Queenstown Lakeside in the future. Kind regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Xiaojun, Thank you for your kind review. We are pleased to hear you enjoyed the service provided by our hotel team. We also appreciate your feedback regarding Chinese language support at the front desk. Guest feedback is very important to us, and we will certainly take your suggestion into consideration as we continue to improve our guest experience. Thank you once again, and we hope to welcome you back to Novotel Queenstown Lakeside in the future. Warm regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Dear Dong, Thank you for taking the time to share your feedback following your recent stay with us. I’m pleased to hear that you enjoyed our excellent location and the breakfast offering. However, I’m sorry to learn that aspects of the bathroom did not meet your expectations. Your comments regarding the size of the basin, the condition of the bathroom, and the low water pressure in the shower are noted and have been shared with our maintenance and management teams for review. We understand how important these details are to overall comfort, and your feedback is valuable as we continue working on improvements to our facilities. Thank you again for your insights, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future. Kind regards, Vinish Vijayan Guest Relations Team Novotel Queenstown Lakeside

Kia Ora Thank you for your feedback. We are very sorry to hear about your experience and that your stay did not meet expectations. Please allow us to clarify that due to an unforeseen maintenance issue, it was necessary to move you to an alternative room. The available option at the time was a room with one king bed rather than two double beds. To accommodate your needs, a rollaway bed was provided at no additional cost, and breakfast was also offered as a gesture of goodwill. We apologise if this was not communicated clearly or if the room move caused any inconvenience. We also regret the delay you experienced with the front desk. Please note that toothbrushes and slippers are available upon request as part of our sustainability approach. Thank you for bringing this to our attention. Sincerely, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Kia Ora Thank you for your feedback. We are pleased to hear your check-in experience was positive. However, we are sorry to learn that the breakfast did not meet your expectations. Your comments have been shared with our team for review as we continue to improve our offering. Thank you again for your review. Sincerely, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Andi Thank you for sharing your feedback. We are very sorry to read about your experience with the front desk and the confusion around your late check out. Receiving conflicting information and then being asked to return immediately would certainly be frustrating, and we apologise for the inconvenience and the manner in which this was communicated. Your comments regarding the service and attitude you experienced have been shared with our front office leadership team so we can review what occurred and ensure clearer communication with guests. Thank you for bringing this to our attention. Sincerely, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Thank you for your excellent review. We are so pleased to hear you enjoyed our location, just a short walk to the lake and nearby restaurants. Being in the heart of Queenstown makes exploring so easy. We appreciate your comments regarding parking. As we are centrally located, onsite parking is limited and spaces are tight. We offer valet parking for hotel guests at a rate of $50.00 per night, subject to availability, and there is also street parking available in the surrounding area. Thank you again for your feedback. We hope to welcome you back again soon. Sincerely, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Kia Ora Thank you for your wonderful 10/10 review. We are so pleased to hear you enjoyed your lakeside room and the beautiful views. There is something very special about waking up to the lake right on your doorstep. It is also lovely to know that you found the breakfast generous and enjoyable. We truly appreciate you choosing to stay with us and hope to welcome you back again soon for another memorable visit. Sincerely, Tristan Shepherd Guest Relations Team Novotel Queenstown Lakeside.

Dear Yan, Thank you very much for sharing your detailed feedback with us. We’re delighted to hear that you enjoyed our lakeside location, the convenience of nearby attractions, and the variety of dining options around the hotel. It’s especially wonderful to know that you appreciated our breakfast selection and the beautiful lake views from the restaurant, it truly is a special way to start the day. Thank you again for your kind comments. We hope to have the pleasure of welcoming you back to Novotel Queenstown Lakeside in the future. Kind regards, Guest Relations Team Novotel Queenstown Lakeside

Kia Ora Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you enjoyed our central lakeside location and found it convenient to explore Queenstown on foot. Being able to reach so many attractions without needing a car is certainly one of the key advantages of our hotel. We appreciate your comments regarding the room size and value, and we understand how room positioning can influence the overall experience. While room allocations are based on availability at the time of arrival, your preference for a garden-facing room is noted, and we would be happy to add this as a request should you choose to stay with us again. Thank you again for your balanced and thoughtful review. We hope to have the opportunity to welcome you back in the future and provide an even more enjoyable stay. Sincerely, Tristan Shepherd Guest Relations Team, Novotel Queenstown Lakeside

Dear Jie, Thank you for taking the time to share your detailed feedback. We are truly sorry to hear that your stay did not meet your expectations, particularly in regard to service consistency, room standards, and your overall experience as an Accor loyalty member. We sincerely apologize if any interactions with our team felt unwelcoming or uncomfortable. This is certainly not the experience we wish any guest to have, and we regret if our communication around early check-in and policies came across in a way that felt unkind or dismissive. We value all our guests equally and strive to ensure everyone is treated with courtesy and respect. Your comments regarding the hotel’s condition and four-star expectations have been noted and shared with our leadership team. We understand how important room comfort and facilities are, especially when traveling as a family. We also apologize for the lack of recognition of your loyalty status upon arrival, including the welcome and benefits you should expect as a Gold member. We are grateful you highlighted the kindness of the team member who assisted you in the lobby, your appreciation will be shared with him, as this is the level of service we aim to deliver consistently. Regarding breakfast inclusion and key deactivation prior to check-out, we regret the confusion and inconvenience this caused, particularly during your departure. This is not the smooth experience we want for our guests, and we appreciate you bringing it to our attention so we can review our procedures with the Guest Relations, Front Office, and Housekeeping Teams. Your feedback is important to us and has been shared internally to ensure improvements in service delivery, communication, and loyalty recognition. While we regret that this stay left you dissatisfied, we thank you for your honesty and for choosing to stay within the Accor family. Warm regards, Guest Relations Team Novotel Queenstown Lakeside