Dear Ms. L., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful feedback with us. We are sincerely pleased to know that you found some aspects of your experience satisfactory, particularly the breakfast selection, and that your departure experience was more positive. We also appreciate your continued engagement with the ALL loyalty programme as a Gold member. At the same time, please accept our sincere apologies that several aspects of your stay did not meet the standards you expected from us. We fully appreciate that your check-in experience, the difficulty in navigating the available room options, and your interactions with our team made you feel unwelcome during your stay. We also acknowledge your feedback regarding the accommodation, cleanliness, and Wi-Fi experience, and understand that these aspects affected your overall comfort and enjoyment. Please be assured that we take your comments very seriously. Your feedback has been shared with the relevant departments for a thorough review and appropriate follow-up, particularly regarding the arrival and check-in experience, room information and allocation, and the service standards provided by our team. We are also mindful of the importance of ensuring that our guests feel welcomed, assisted, and well cared for throughout their entire stay. We are grateful for your honest feedback, as it provides us with an opportunity to review our processes and improve. While we sincerely regret the shortcomings you experienced during your stay, we truly appreciate you taking the time to share your concerns with us. We hope that you will give us another opportunity to welcome you back to Novotel Bali Nusa Dua Hotel & Residences, so that we may provide you with a more comfortable and enjoyable experience that better reflects our usual standards. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Julianna, Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for your wonderful feedback and for sharing your experience with us. We are delighted to know that you enjoyed our beautiful surroundings, comfortable rooms, and the warm and welcoming service from our team. Although your stay was brief, it is truly wonderful to hear that you would love to return and stay with us for longer. Your kind words are a great encouragement to our team and inspire us to continue creating memorable experiences for our guests. We sincerely look forward to welcoming you back to Novotel Bali Nusa Dua Hotel & Residences for a longer and equally enjoyable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. B., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such wonderful and detailed feedback following your recent family stay with us. We are truly delighted to learn that you had such a positive experience and that your stay met your expectations across the various aspects of our hotel. It is particularly pleasing to know that you enjoyed our convenient location and appreciated the cleanliness of the hotel and your accommodation. We are equally happy to hear your kind comments regarding our dining experience at The Square. Your compliments on the quality, taste, and variety of the food, as well as the great selection available during breakfast, are greatly appreciated. Our Food & Beverage team puts considerable care into providing a pleasant dining experience for our guests, and your feedback is a wonderful encouragement for them to maintain these standards. We are also very grateful for your recognition of our team members for their friendliness and informative service. In particular, thank you for mentioning Kevin from our Front Office team. We are delighted to hear that he was helpful and informative during your stay and that his assistance contributed positively to your overall experience. We will certainly share your kind recognition with Kevin and the Front Office team, as such feedback is highly meaningful and serves as great encouragement to continue delivering attentive and personalised service to our guests. We are also pleased to see that you were fully satisfied with your arrival and check-in experience, accommodation, cleanliness, breakfast, Wi-Fi, and departure arrangements. Receiving a perfect overall score and your recommendation of Novotel Bali Nusa Dua to your family and friends is a great compliment to our entire team. As an ALL Classic member, we also sincerely appreciate your continued engagement with Accor and your positive recommendation of the ALL loyalty programme. We are grateful for your trust in our hotel and for choosing to stay with us for your family holiday in Bali. Your generous feedback has been shared with the relevant teams as recognition of their efforts, particularly with our Front Office and Food & Beverage colleagues. Feedback such as yours motivates our teams to continue creating warm, comfortable, and memorable experiences for every guest who stays with us. Thank you once again, Mr. B., for your excellent review, your kind words, and your recommendation. It was a pleasure to have you and your family stay with us, and we sincerely hope to have the opportunity to welcome you back to Novotel Bali Nusa Dua Hotel & Residences for another enjoyable and memorable stay in Bali. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Sivakumar K., Thank you for taking the time to share your feedback following your stay at Novotel Bali Nusa Dua Hotel & Residences. We are pleased to know that you enjoyed our well-maintained facilities, pleasant ambience, breakfast selection, and the hospitality of our team, particularly Dharma. We truly appreciate your kind recognition. At the same time, we sincerely apologize for the inconvenience and disappointment you experienced during your stay. We are especially concerned to learn about your experience regarding the drinking water request during dinner and the manner in which your concern was addressed. This is certainly not the level of service we aim to provide, and we will share your feedback with the relevant team for immediate review and improvement. Regarding the Accor Vacation Club rewards program promotion, we would like to clarify that this program is operated separately from the management of Novotel Bali Nusa Dua. Nevertheless, we fully understand how the experience may have affected your overall impression of the hotel. We sincerely apologize for any inconvenience or discomfort caused by the interaction, particularly regarding the change in attitude after you decided not to participate. We will communicate your feedback to the relevant team so that the matter can be reviewed accordingly. Your comments are very valuable to us, as they help us identify areas where we can improve our guests’ experience. We hope to have the opportunity to welcome you back and provide you with the comfortable and genuinely hospitable stay you expected from us. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs. Antonette K., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful feedback with us. We are delighted to know that you appreciated our spacious apartments, family-friendly facilities, convenient location, and the overall design of our resort. It is also lovely to hear that our team made a positive impression, and that you enjoyed our breakfast selection, particularly the fresh food, as well as the comfort of our pool loungers. We also sincerely appreciate your honest comments regarding the condition of the hotel, especially the bathrooms. We understand that well-maintained facilities are an important part of a comfortable stay, and we regret that these aspects did not fully meet your expectations. Please be assured that your feedback has been shared with the relevant departments for their review and consideration. We value your comments and will continue to focus on maintaining our facilities and improving the overall guest experience. Thank you once again for your kind recognition of our team and for sharing your experience with us. We truly appreciate your feedback and hope to have the pleasure of welcoming you back to Novotel Bali Nusa Dua Hotel & Residences for an even more comfortable and enjoyable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Sreejesh, Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful feedback with us. We are pleased to know that you had a comfortable stay and found our location convenient for your family visit. We are also delighted to learn that you enjoyed your welcome drink, welcome amenity, and room upgrade, and that your treatment experience met your expectations. At the same time, please accept our sincere apologies that certain aspects of our service and dining experience did not fully meet your expectations. We fully appreciate your comments regarding the service level, breakfast selection, and à la carte dining menu. We also take note of your feedback regarding the Wi-Fi connection speed, as we understand that reliable and efficient connectivity is an important part of a comfortable stay. Please be assured that we take your comments seriously. Your feedback has been shared with the relevant departments for a thorough review and appropriate follow-up, particularly regarding our service standards, dining offerings, and Wi-Fi performance. We are continuously reviewing these areas to ensure that our facilities, products, and service delivery are consistently aligned with the expectations of our guests and ALL members. We are grateful for your honest and constructive feedback, as it provides us with a valuable opportunity to identify areas where we can further improve. We also appreciate your recognition of the positive aspects of your stay and your continued support as an ALL Gold member. We sincerely hope that you will give us another opportunity to welcome you back to Novotel Bali Nusa Dua Hotel & Residences, so that we may provide you and your family with a more enjoyable experience and demonstrate the improvements made based on your feedback. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs. Fiona C., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your feedback with us. We are pleased to know that you found your room comfortable, enjoyed the balcony, and appreciated the cleanliness throughout your stay. We are also glad that the in-room water dispenser was useful and added convenience to your experience. We understand that guests have different preferences when choosing their holiday accommodation, and we appreciate you considering Novotel Bali Nusa Dua for your family trip. We are happy to know that our location suited your plans and that you were able to enjoy your time in Nusa Dua while travelling with your family. It is also wonderful to hear that you regularly visit Bali and enjoy both Nusa Dua and Sanur. We truly appreciate you choosing to spend part of your visit with us, particularly while travelling with your family and young children. Thank you once again for your kind feedback and for sharing your experience. We hope you and your family had a pleasant time at Novotel Bali Nusa Dua Hotel & Residences, and we would be delighted to welcome you back on a future visit to Bali. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. James Michael Fildes, Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such a lovely review with us. We are truly delighted to know that, after experiencing three different hotels during your time in Bali, Novotel Bali Nusa Dua was the favourite choice for your family. It is especially heartwarming to hear that you found our resort unique and that our team made such a strong impression on you. Creating a warm, welcoming, and memorable experience for our guests is very important to us, and we are so pleased to know that the genuine care and hospitality of our colleagues contributed to making your family stay special. Your kind words are a wonderful encouragement to our entire team, and we will be very happy to share your appreciation with our colleagues. Knowing that you would like to continue visiting us in the future is a great compliment, and we truly value your trust and support. Thank you once again for choosing Novotel Bali Nusa Dua and for sharing your experience. We sincerely look forward to welcoming you and your family back again, and to creating many more memorable Bali moments together. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Paul T., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your feedback with us following your family stay. We appreciate your comments and are pleased to know that you found the resort satisfactory overall, with positive experiences regarding your arrival and check-in, breakfast selection, and departure. At the same time, we sincerely regret that the overall service experience did not meet your expectations and that you felt the level of service was ordinary. We understand that attentive and consistent service is an important part of a comfortable family holiday, and we are sorry that your experience did not reflect the level of hospitality we strive to provide. We also acknowledge your comments regarding your overall perception of the resort and its standards. While we respect that your expectations were not fully met during your stay, your feedback is valuable in helping us identify opportunities to further improve the guest experience, particularly across service delivery, accommodation, and cleanliness. Please be assured that your feedback has been shared with the relevant departments for review and follow-up. We will continue to reinforce our service standards and focus on delivering a more consistent and attentive experience throughout the guest journey. We are grateful for your honest feedback and for highlighting the areas where we have opportunities to improve. We sincerely hope that you will give us another opportunity to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences and provide you with a more enjoyable and memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Amyn L., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful and detailed feedback with us. We sincerely regret that several aspects of your experience did not meet your expectations, particularly in relation to the service provided by our team and the handling of your requests during your stay. Please accept our heartfelt apologies for the inconvenience you experienced when arranging to reheat your food, as well as for the delay in receiving beach towels when they were unavailable at our Beach Club. We also sincerely regret that we were unable to accommodate your request for a 30-minute late check-out. Regarding the late check-out, we would like to kindly clarify that late check-out requests are always subject to availability on the day of departure. During your stay, the hotel was experiencing high occupancy, and unfortunately, we were unable to extend the check-out time. We fully understand that this may have been inconvenient, and we sincerely apologize that we were unable to accommodate your request on this occasion. With regard to the microwave, microwave units are available upon request, subject to availability, and may be provided with an additional charge. We regret that this option was not clearly communicated or arranged in a manner that met your expectations during your stay. We also acknowledge your feedback regarding the Accor Vacation Club presentation and the welcome drink vouchers. We understand that this may not have contributed positively to your arrival experience. For clarity, Accor Vacation Club operates under separate management from the hotel, although the programme operates within the resort. Nevertheless, we truly appreciate you bringing this matter to our attention, and we will ensure that your feedback is shared with the relevant team for their review. Please be assured that we take your comments very seriously. Your feedback has been shared with the relevant departments for further review and follow-up, particularly regarding the handling of guest requests, communication of available options, beach towel availability, and the overall service experience. We are truly grateful for your honest feedback, as it gives us an opportunity to identify areas where we can improve. While we sincerely regret the shortcomings you experienced during your stay, we appreciate you bringing these matters to our attention and allowing us the opportunity to learn from your experience. We sincerely hope that you will give us another opportunity to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences. It would be our pleasure to provide you with a more seamless, comfortable, and enjoyable stay that better reflects the level of service we strive to deliver to our guests. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Lisa H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your lovely feedback with us. We are delighted to know that you and your family enjoyed your three-night stay and that our Two Bedroom Apartment with Private Pool provided plenty of space and comfort for two adults and three teenagers. It is wonderful to hear that you enjoyed the beautiful main pool, with a good choice of shaded and sunny loungers, as well as our breakfast with its variety of choices. We are also pleased that you appreciated our convenient location, with Bali Collection, shops, restaurants, and massage facilities just a short walk from the hotel. Thank you especially for your kind recommendation of Novotel Bali Nusa Dua to other guests visiting Nusa Dua. We are very happy to know that you had such an enjoyable family stay, and your positive feedback is a great encouragement to our entire team. We hope to have the pleasure of welcoming you and your family back to Novotel Bali Nusa Dua Hotel & Residences for another relaxing and memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Kim S., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful and detailed feedback with us, particularly as a valued ALL Platinum member and for choosing to stay with us for your family holiday. We are pleased to know that you appreciated the friendliness of most of our team, as well as the breakfast, cleanliness, Wi-Fi, and overall aspects of your stay. At the same time, we sincerely regret that several aspects of your experience did not meet your expectations. We particularly acknowledge your concerns regarding the swimming pool, the attentiveness of our pool team, towel availability, and the shower in your master bedroom. With regard to the swimming pool, we are sorry to learn that you found the pool smaller than expected based on the images and that you experienced areas of the pool floor that felt slimy. We understand that the swimming pool is an important part of a family resort experience, and we regret that its condition and presentation did not provide the level of comfort you were expecting. We also take your comments regarding our lifeguard team very seriously. Your observation regarding mobile phone use while on duty, together with the difficulties you experienced with obtaining towels, is concerning from a service and attentiveness perspective. We have shared your feedback with the relevant team for review and appropriate follow-up, with particular attention to pool supervision, guest engagement, and towel service. Regarding the shower in the master bedroom, we sincerely regret the inconvenience caused by the difficulty in obtaining hot water. We understand how frustrating this can be, particularly when staying with family, and your feedback has been shared with our Engineering team for further review and follow-up. We also appreciate your candid comment regarding the overall value of the resort. We understand that the combination of these experiences influenced your overall impression of your stay, and we regret that we did not provide an experience that fully met your expectations as an experienced ALL member. Please be assured that your comments are taken seriously and have been shared with the relevant departments for further review and follow-up. We will continue to reinforce our service standards, particularly in relation to pool operations, guest attentiveness, facility maintenance, and the prompt handling of guest requests. We are grateful for your honest feedback, as it provides us with an opportunity to identify areas where we can improve. We sincerely hope that you will give us another opportunity to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences and provide you with a more seamless and enjoyable experience. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Jason B., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much, Mr. Jason B., for sharing your wonderful feedback with us. We are delighted to know that you had a great experience during your first visit to Bali and enjoyed our food as well as the friendly and helpful service provided by our team. It is especially pleasing to hear your kind recognition of all the team members at the poolside bar. We will certainly share your appreciation with them, as your feedback is a wonderful encouragement for the team. Thank you once again for your recommendation and for choosing Novotel Bali Nusa Dua Hotel & Residences. We hope to have the pleasure of welcoming you back to Bali for another relaxing and memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Kelly, Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful and detailed feedback following your recent stay with us. We are truly delighted to hear that you enjoyed our breakfast buffet and that our team, particularly our barista, was able to leave a positive impression during your visit. We will certainly share your kind comments with the team, as feedback such as yours is greatly appreciated and serves as wonderful encouragement to our colleagues. At the same time, please accept our sincere apologies for the aspects of your stay that did not meet your expectations. We are truly sorry for the inconvenience caused by the hot water issue, and we appreciate you bringing the matter to our attention. We also acknowledge your comments regarding the cleanliness of the swimming pool, particularly around the edges, and understand how important it is for our facilities to be maintained to a high standard at all times. We are equally grateful for your feedback regarding the information and welcome amenities provided during your stay. We sincerely apologize if there was any lack of clarity or consistency in the information communicated by our team. Your comments have highlighted an opportunity for us to further improve our communication and ensure that our colleagues have a clear and consistent understanding of the benefits and services available to our guests. Please be assured that your feedback has been shared with the relevant departments for careful review and appropriate follow-up, particularly concerning the room facilities, pool cleanliness, and consistency in communicating our guest benefits and services. We will also take your comments regarding the Wi-Fi connection speed into consideration as part of our continued efforts to enhance our facilities and overall guest experience. Ms. Kelly, we genuinely appreciate your constructive feedback and the opportunity it gives us to identify areas where we can improve. Your comments are valuable to us, and we sincerely hope that we will have the pleasure of welcoming you back to Novotel Bali Nusa Dua Hotel & Residences in the future, allowing us the opportunity to provide you and your loved ones with a more comfortable, seamless, and enjoyable stay. Thank you once again for your kind understanding and for sharing your experience with us. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Deidre H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share such detailed feedback following your two-week stay with us. We truly appreciate your kind comments regarding our Food & Beverage and Housekeeping teams, particularly your recognition of Ariawanesa for her attentive and thoughtful service during breakfast. We will be pleased to share your compliments with her and the respective teams. At the same time, we sincerely regret that several aspects of your stay did not meet your expectations. We are particularly concerned to learn that the repeated approaches regarding Accor membership made you and your sister feel uncomfortable. We also acknowledge your feedback regarding the inappropriate assumption made during one of these interactions. We would like to clarify that the team approaching guests regarding membership at breakfast is from Accor Vacation Club (AVC), which operates under separate management from the hotel. Nevertheless, we take your feedback seriously and will continue to reinforce the importance of respectful, professional, and appropriate communication with every guest. We are also sorry to learn of your disappointment with the dining experience, availability of lounge chairs at the pool and Beach Club, and the condition and atmosphere of the bathroom. Your comments regarding the room presentation and Wi-Fi accessibility are also duly noted and will be shared with the relevant departments for further review. Regarding hotel information, we would like to clarify that key hotel information and services are available through the television system in the room. In addition, our guests are informed that should they require any assistance or have any requests during their stay, they may simply dial “0” from the telephone in the room, and our team will be pleased to assist. Regarding your departure experience, we understand your concern about having a long period between the standard 12:00 PM check-out time and your late-night flight. We appreciate your feedback regarding the availability of a comfortable air-conditioned area and facilities where departing guests can freshen up and change before their journey. For guests waiting for their departure, we do have Pause Café at the lobby, including the area near the back entrance, which provides an air-conditioned space where guests may comfortably wait. We regret if this facility was not sufficiently highlighted or communicated to you during your departure. We are grateful for your positive remarks regarding our breakfast variety, cleanliness, location, and especially the warmth of our colleagues. Your feedback provides valuable insight into areas where we can further improve our guest experience and service delivery. Thank you once again for sharing your experience with us. We hope to have the opportunity to welcome you again and provide a more comfortable and enjoyable stay in the future. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Peter K., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share your excellent feedback following your recent family stay with us. We are delighted to learn that you had such an enjoyable experience and that you were pleased with our facilities, including the accommodation, dining, swimming pool, Kids Club, and In Balance Spa. It is particularly gratifying to know that our team made a positive impression through their friendly and attentive service. Your kind recognition is sincerely appreciated and will be shared with our colleagues as encouragement to continue delivering thoughtful and genuine hospitality. We also greatly appreciate your continued trust in Novotel and ALL – Accor Live Limitless, as well as your recommendation of our hotel to friends and family. It was a pleasure to have you and your family as our guests, and we look forward to welcoming you back to Novotel Bali Nusa Dua for another memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Rodney H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your feedback following your family stay with us. We are delighted to know that you had a very nice stay and found our resort to be a great choice for families. We are also pleased to hear that you enjoyed the convenience of the Accor ALL App, as well as the welcome benefits and Explorer privileges during your stay. It is especially wonderful to know that our breakfast team made a positive impression on you. We will certainly share your kind recognition with all our breakfast colleagues, as your appreciation is a great encouragement to the team. At the same time, we sincerely appreciate your constructive comments. We have noted your feedback regarding the slightly tired condition of some of the interiors and the spotty Wi-Fi coverage. We understand how these aspects can affect the overall comfort and convenience of your stay, and your comments have been shared with the relevant departments for review and follow-up. We are also sorry to learn that some of your dining experiences did not meet your expectations, particularly the Rib Night, the evening special event dining, and the consistency of the hotel bar. We value this feedback and will share it with our Food & Beverage team for further review, as we continuously strive to improve the quality and consistency of our food and beverage offerings. Thank you once again for your balanced and valuable feedback. We are pleased that you enjoyed your family stay overall, and we truly appreciate your recognition of our team's efforts. We hope to have the pleasure of welcoming you and your family back to Novotel Bali Nusa Dua Hotel & Residences for an even more enjoyable experience in the future. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Michael A., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful and detailed feedback with us. We are sincerely pleased to know that you and your family enjoyed your stay, particularly our breakfast, spacious accommodation, Kids Club, and the variety of restaurants, spa, shops, and other facilities available around the resort. We are also grateful to know that you would consider staying with us again in the future. At the same time, please accept our sincere apologies for the inconvenience caused by the repeated approaches regarding the Accor Vacation Club. We understand that being approached several times during your stay, including during breakfast, could have felt excessive and affected your overall experience. As Accor Vacation Club operates under separate management from the hotel, we have shared your feedback with the appropriate management team for their awareness and consideration. Regarding the Mastercard breakfast promotion, we also understand your concern and appreciate the opportunity to clarify this matter. The Mastercard Breakfast on Us offer is subject to specific terms and conditions and needs to be selected as part of the eligible package at the time of making the reservation. Upon reviewing your reservation, we found that your booking was not made under the Mastercard Breakfast on Us package. As your breakfast had already been included and paid for under your original reservation, the Mastercard promotion could therefore not be applied to your booking or converted into credit for other hotel outlets. We understand, however, how seeing the promotional information displayed at the hotel could have caused confusion, particularly as you were already staying with us and had paid for breakfast in advance. We appreciate your feedback and will share your comments with the relevant team for consideration regarding how the promotion and its conditions are communicated to guests. We are grateful for your honest feedback, as it provides us with an opportunity to improve. At the same time, we truly appreciate your positive comments about our facilities, breakfast, accommodation, and the overall family experience. We hope that you will give us another opportunity to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences, so that we may provide you with an even more comfortable and enjoyable experience. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Diana F. G., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share your detailed feedback following your family stay with us. We are pleased to know that you enjoyed the spacious family accommodation, our breakfast buffet, and the service provided by our team. We also appreciate your positive ratings for our arrival, accommodation, team, and departure experience. At the same time, we regret that the cleanliness of the accommodation did not meet your expectations. In particular, we have taken note of your comments regarding the condition of the floors and the cleanliness of the kitchenware after the housekeeping service. We are also concerned to learn about the toilet that was not functioning properly and that, despite being reported during your stay, you did not feel that the matter was adequately followed up. Your feedback has been shared with our Housekeeping and Engineering teams for review, with particular attention to the follow-up process when maintenance concerns are reported. We have also noted your comment regarding the Wi-Fi connection speed and will share this with the relevant team for further review. Thank you once again for bringing these matters to our attention. Your feedback is valuable in helping us strengthen our service standards and ensure a more comfortable experience for our guests. We hope to have the opportunity to welcome you and your family back and provide you with a smoother and more enjoyable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences