Dear jeanlouisbodin, Thank you for writing us this review, my team and I enjoyed serving you. We look forward to welcoming back in the near future to enjoy our new Gourmet Bar and Food Exchange restaurant! Best regards Susan Anthony General Manager Novotel Hotel Kuala Lumpur

Dear p_bauden, Thank you for your feedback regarding your recent stay and we appreciate your time sharing them with us. Please accept our sincere apologies for your experience in our lounge was not up to your expectation. I have shared your feedback with my Rooms Division Manager and she is reviewing our manning in our lounge during the evening cocktail period. We look forward to welcome you back to Novotel Kuala Lumpur City Centre. Best regards, Susan Anthony General Manager Novotel Kuala Lumpur City Centre

Dear Zenkkim, Greetings from Novotel Kuala Lumpur City Centre. Thank you for taking the time to share your feedback. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. We're glad to know that you found our location is convenient and easy access to most of the local attractions. But at the same time, we took note on your comment regarding your encounter with the Front Office staff. Clearly this was a very poor attempt at customer care that could have easily been avoided had it been handled carefully. Extra training and consistent follow up are ongoing to prevent that from happening again in the future. Despite your experience, we very much value you as our guest and hope that you will give us another opportunity to look after you. Sincerely, Susan Anthony General Manager Novotel Kuala Lumpur City Centre

Dear 972mohammedc, Thank you for your feedback regarding your stay with us. While we're happy to know that you had a good stay, we're sorry that some of your experience did not meet your expectations; please allow us to express our sincerest apologies. On your comment regarding the laundry, most likely there's a miscommunication from the third party, which is the laundry company that we hired. We're in the midst of investigating it. But rest assured that we take note on your comment for improvement. The managers of other department also has been alerted on your experience and will repeat training sessions for all personnel again. We apologize for the inconvenience caused and we hope that you will will give us another opportunity to look after you in the near future. Sincerely, Susan Anthony General Manager Novotel Kuala Lumpur City Centre

Dear rpi78, Thank you for taking the time to tell us about your experience at Novotel Kuala Lumpur City Centre. While we're happy to know that you had a good stay, we're truly sorry that some of your experience did not meet your expectations; please allow us to express our sincerest apologies. We'll be following up with the Front Office team regarding a miscommunication on your booking invoice Clearly this was a very poor attempt at customer care that could have easily been avoided had it been handled carefully. At the same time, we had taken all your comments seriously and reviewed them with our team. Preventive action have been taken immediately and sincere apologies for the lack of attentiveness and promptness of the service. The managers of other department also has been alerted on your experience and will repeat training sessions for all personnel again. And as for your comment about the hotel conditions, we certainly understand that the hotel is need of a refurbishment which is why we are following up closely with the owning company to carry out refurbishment plans in the very near future. Again we apologise for the inconvenience caused and we hope that you will give us an opportunity to look after you again. Sincerely, Susan Anthony General Manager Novotel Kuala Lumpur City Centre