Dear Mrs. Sarah M., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your family’s stay with us. We are delighted to know that you enjoyed our convenient location, comfortable accommodation, and, especially, the friendly service provided by our team. It is also wonderful to hear that your children enjoyed our activities and that these experiences gave you the opportunity to connect with other families and create a sense of community during your stay. We truly appreciate your kind recognition of our Spa team, and we will be delighted to share your compliments with them. At the same time, we sincerely regret that certain aspects of your experience did not fully meet your expectations. We greatly appreciate your honest feedback regarding the frequency of the promotional programme introduced during your interactions with the team. Please kindly note that this programme is operated by Accor Vacation Club and is not managed by the hotel. Nevertheless, we sincerely apologize for any inconvenience or discomfort this may have caused and will ensure that your feedback is shared with the Accor Vacation Club team for their attention. We also acknowledge your concerns regarding the waiting time for coffee at breakfast, the placement of the butter, as well as the housekeeping inconsistencies you experienced during your stay. We understand how these details can affect the overall comfort and enjoyment of your mornings. Please be assured that your feedback has been shared with the respective departments for further review and improvement. Regarding the Wi-Fi connection, we are sorry that the speed and ease of access did not meet your expectations. Your comments have likewise been noted and shared with the relevant team for further consideration. We also greatly appreciate your suggestion to introduce more creative and interactive children’s activities, such as arts and crafts and outdoor games. We are pleased to hear that you consider these activities an important part of what makes our resort special, and we will certainly share your suggestions with our Activities team for consideration. Thank you once again for your valuable feedback and for helping us identify areas where we can improve. We sincerely hope to have the opportunity to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences and provide you with an even more enjoyable and memorable experience. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Lauren F., 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 family stay with us. We are pleased to know that you enjoyed the spacious size of our rooms, as well as the children’s playground and play centre. It is also wonderful to hear that our team made a positive impression through their friendly and helpful service. At the same time, please accept our sincere apologies that several aspects of your stay did not fully meet your expectations. We understand that practical in-room facilities are particularly important when travelling with family, and we appreciate your suggestions regarding the availability of a microwave and toaster, as well as a larger rubbish bin with bin liners. Your comments are valuable in helping us better understand the needs and expectations of our guests. We also noted your feedback regarding the Wi-Fi connection, particularly that the signal was not strong in some areas of the resort. We understand the importance of having a reliable connection throughout the property and regret that this aspect of your experience did not meet your expectations. Please be assured that we take your comments seriously. Your feedback has been shared with the relevant departments for review and appropriate follow-up, particularly regarding the in-room facilities and Wi-Fi coverage across the resort. We remain committed to continuously improving our facilities and services to provide a more comfortable experience for our guests. We are grateful for your honest and constructive feedback, as it provides us with an opportunity to identify areas where we can improve. While we sincerely regret that some aspects of your stay fell short of your expectations, we truly appreciate your recognition of our spacious rooms, family facilities, and friendly team. 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 a more comfortable and enjoyable experience that better reflects our usual standards. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. a., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your wonderful feedback following your recent stay with us. We are truly delighted to receive your excellent overall score of 100/100 and to know that you had another enjoyable stay with us in Nusa Dua. It is especially heartwarming to hear that you appreciate the family-friendly atmosphere at Novotel Bali Nusa Dua. Creating a warm, welcoming environment where our guests can feel comfortable and at home is something we greatly value, and we are pleased to know that this was reflected in your experience. We are particularly grateful for your kind recognition of our team, who received your highest score of 100/100. Your lovely comment that our staff are exceptional is especially meaningful to us. Our Heartists take great pride in providing genuine, attentive, and thoughtful service, and we will certainly share your kind words with the team as wonderful encouragement to continue creating memorable experiences for our guests. We are also pleased to know that you were satisfied with your arrival and departure experience, accommodation, cleanliness, breakfast selection, Wi-Fi, and our ongoing commitment to sustainability. Your positive scores across these areas are sincerely appreciated and motivate us to continue maintaining the standards that our guests value. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences and for sharing your experience with us. We truly value your support and look forward to the pleasure of welcoming you back for another enjoyable and memorable stay in Nusa Dua. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Eko a., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your recent family stay with us. We are delighted to know that you loved your experience overall and that you enjoyed our spacious apartment and swimming pool. It is wonderful to hear that these aspects contributed to a pleasant family stay. At the same time, we sincerely regret the inconvenience you experienced with the availability of hot water in your room. We understand how important a reliable hot water supply is for the comfort and convenience of our guests, and we appreciate you bringing this matter to our attention. Please be assured that your feedback has been shared with our Engineering and relevant operational teams for further attention and follow-up. We also noted your comments regarding the Wi-Fi connection speed. We understand how important a stable and fast internet connection is, particularly when travelling with family, and your feedback will be taken into consideration as we continue to improve our facilities and services. As an ALL – Accor Live Limitless Classic member, we sincerely appreciate your choosing to stay with us and for booking through the ALL Accor App. Your loyalty and continued support are highly valued, and we are grateful for your honest feedback, which helps us identify areas where we can further improve the guest experience. We hope that despite the concerns highlighted, you were able to enjoy the facilities, atmosphere, and family-friendly environment of our resort. We would be delighted to have the opportunity to welcome you and your family back to Novotel Bali Nusa Dua and provide you with a smoother and more comfortable experience on your next visit. Thank you once again for your valuable feedback and for your continued trust in Novotel Bali Nusa Dua Hotel & Residences. 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 your feedback following your recent stay with us. We are delighted to know that, although your visit was brief, you were able to enjoy a relaxing time by the pool before your flight home. It is wonderful to hear that you found the hotel clean and comfortable, enjoyed our food, and appreciated our convenient location for your airport journey. We are also pleased that your experience met your expectations during your short stay and that you would recommend Novotel Bali Nusa Dua to friends and family. As a valued ALL – Accor Live Limitless Classic member and a returning guest of Novotel, we sincerely appreciate your continued trust and loyalty. Your kind feedback is a great encouragement to our team. Thank you once again for choosing Novotel Bali Nusa Dua. We hope to have the pleasure of welcoming you back for a longer and equally enjoyable stay on your next visit to Bali. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Tiegan W., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your wonderful feedback following your recent stay with us. We are truly delighted to know that you had such an enjoyable experience and that our resort, facilities, and services contributed to a memorable stay. It is especially heartening to hear your kind appreciation of our team. Your comments regarding their kindness, friendliness, and attentiveness will certainly be shared with the entire team, as recognition from our guests is a great source of encouragement and motivation for us to continue delivering warm and genuine hospitality. We are also pleased to know that you felt welcomed, comfortable, and well taken care of throughout your stay. Your perfect scores across all areas and your recommendation of Novotel Bali Nusa Dua are sincerely appreciated. Thank you once again for choosing to stay with us and for your generous recommendation. We hope to have the pleasure of welcoming you and your loved ones back to Novotel Bali Nusa Dua for another wonderful holiday in the future. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. S., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such a wonderful review following your first trip to Bali. We are absolutely delighted to know that your family stay was such a fantastic experience and that you could not have been more pleased with your time at our resort. It is especially heartwarming to hear your kind recognition of Lorensia from our Accor Desk. We are also grateful for your appreciation of Nanda and Astana from our Apartment Maintenance team, our dedicated Spa therapists, and our restaurant Heartists. Your generous words will certainly be shared with them, as recognition such as yours is a wonderful motivation for our team to continue delivering thoughtful and genuine hospitality. We are equally pleased to know that you were satisfied with the booking experience, cleanliness, check-in and check-out, as well as our overall service. Receiving a perfect score for your overall experience and a 10/10 recommendation is truly meaningful to us, particularly as this was your first visit to Bali. Thank you as well for your continued support as an ALL – Accor Live Limitless member. We are very happy to know that you felt well cared for throughout your stay and that our Heartists helped create memorable moments for you and your family. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences for your first Bali holiday. It would be our absolute pleasure to welcome you and your family back to Bali in the future and hopefully make your next stay just as special and memorable. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. David p., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your recent stay with us. We are delighted to know that you had an overall enjoyable experience and that you found our hotel to offer good value, with a comfortable room, a pleasant bed, and a convenient location. We are especially pleased to hear that you appreciated the friendly service from our Heartists and found our shuttle service to the beach convenient. It is also wonderful to know that you enjoyed our dinner, bar, and treatment experience, as well as the overall comfort of your accommodation. We have also taken note of your helpful comments regarding the limited selection of food outlets and the breakfast variety. Your feedback is valuable to us, and we will share your observations with our Food & Beverage team as we continue to look for ways to enhance the dining experience for our guests. Thank you as well for your comments regarding the swimming pool. We understand that maintaining a clear and pristine pool environment is important, particularly for guests who wish to fully relax and enjoy the facilities. While our team carries out regular cleaning throughout the day, we appreciate your observation regarding leaves and natural debris from the surrounding gardens and will continue to monitor this closely. Most importantly, we are very happy to hear that, despite the areas you felt could be improved, you had an overall good experience and would consider returning. This is truly encouraging for us. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences and for sharing your valuable feedback. We sincerely look forward to welcoming you back to Bali and hope that your next stay will be even more enjoyable and memorable. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. & Mrs. Princy M., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your recent family stay with us. We sincerely appreciate your kind recognition of the aspects of your experience that met your expectations, particularly our breakfast, Wi-Fi, arrival and departure experience, and the service provided by our team. At the same time, please accept our sincerest apologies for the condition of the bathroom and the drainage issue you encountered during your stay. We fully understand that cleanliness and properly functioning bathroom facilities are essential to ensuring a comfortable stay, particularly for families travelling with young children. We are truly sorry that this aspect of your experience fell short of the standards you rightfully expected from us. Please be assured that your feedback has been taken seriously and has been shared with our Housekeeping and Engineering teams for thorough review and appropriate follow-up. We will reinforce our room inspection and maintenance procedures to help prevent similar concerns from occurring in the future. As an ALL – Accor Live Limitless member, your feedback is especially valuable to us, and we sincerely regret that this stay did not fully reflect the level of comfort and care we aim to provide to our guests. We very much hope to have the privilege of welcoming you and your family back to Novotel Bali Nusa Dua Hotel & Residences. Should you have the opportunity to visit us again, we would be delighted to ensure a more comfortable and seamless experience for you and your family. Best Regards, Grace Luana Asst. Front Office Manager Novotel Bali Nusa Dua Hotel and Residences

Dear Mrs. Tarlea M. Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for sharing your lovely feedback. We are delighted to hear that you felt at home during your stay and that the kindness and helpfulness of our Heartists made your experience even more special. Creating a warm and welcoming atmosphere where our guests feel truly at home is something we value greatly. Your kind words are a wonderful encouragement to our entire team. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences. We look forward to welcoming you back to your home away from home in Bali. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Maurice F., Warm greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share your feedback following your recent stay with us. Please accept our sincere apologies that your overall experience, particularly in relation to the condition and facilities of the property, your dining experience at the bar area, and the Wi-Fi connection, did not meet your expectations. We also sincerely regret that we were not made aware of these concerns during your stay, as we would have appreciated the opportunity to address them promptly and make every effort to improve your experience while you were with us. While we are pleased to know that you found our team friendly and helpful, we are truly sorry that this positive aspect did not make your one-night stay as comfortable and enjoyable as we would have wished. Your comments regarding the accommodation, facilities, food quality, and internet connection are important to us, and we will ensure that your feedback is shared with the respective teams for careful review and improvement. We are also very grateful for your kind mention of our Guest Services team member, although you were unable to recall her name. Your appreciation means a great deal to our team, and we will certainly share your kind words with our colleagues. Once again, please accept our sincere apologies for the shortcomings you experienced. We greatly value your feedback and hope that you will give us another opportunity to welcome you back and provide an experience that is more comfortable, enjoyable, and reflective of the standards we strive to deliver. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. M., Warm greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback with us. We sincerely regret that your recent stay did not provide the comfortable and enjoyable experience you and your family had expected and deserved. We completely understand your disappointment, particularly regarding the dining arrangements, vegetarian choices, food quality, service coordination, and the handling of your dietary requirements. Please accept our heartfelt apologies for the inconvenience and frustration caused. We have taken your comments seriously and shared them with our respective department leaders for careful review and improvement. At the same time, we are truly grateful for your kind words about our Spa team, Beach Club, shuttle service, accommodation, and Wi-Fi. Your appreciation means a great deal to us and will certainly be shared with the teams concerned. Mr. M., please be assured that your feedback is important to us, and we sincerely appreciate you bringing these matters to our attention. We deeply regret that we could not deliver the level of hospitality you rightfully expected during this visit. We very much hope that you will give us another opportunity to welcome you and your family to Novotel Bali Nusa Dua, where we would be honoured to provide you with a much more pleasant and memorable experience. Warm Regards, Grace Luana Asst. Front Office Manager Novotel Bali Nusa Dua Hotel and Residences

Dear Ms. Janet G., Warm greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your family stay with us. We are pleased to know that you enjoyed our beautiful and spacious resort grounds, convenient location, and the generous space of your two-bedroom apartment, particularly the balcony which provided a relaxing area for your family to unwind. We are also grateful for your kind comments regarding our accommodating Heartists, breakfast selection, and the convenience of being within walking distance of restaurants and local markets. Your positive feedback is greatly appreciated and will certainly be shared with our team. At the same time, we sincerely regret that certain aspects of your stay did not meet your expectations. In particular, we are sorry that you did not receive the expected WhatsApp notification when your room became ready and consequently experienced a longer wait than anticipated. We understand how important clear and timely communication is, especially after travelling with family, and we will reinforce this follow-up process with the relevant team. We also appreciate your comments regarding the condition of the apartment and the mould build-up you noticed in the master shower. While we are pleased that the apartment was otherwise maintained and cleaned daily, your observation is important to us. We will share this feedback with our Housekeeping and Engineering teams for appropriate inspection and follow-up. We are equally sorry to learn that the Wi-Fi connection was not reliable during your stay. We understand that a stable internet connection is an important part of a comfortable stay, and your feedback regarding the speed and frequent disconnections will be shared with the relevant team for further review. Your feedback as a valued ALL – Accor Live Limitless member is particularly important to us, as it helps us identify areas where we can further improve the guest experience. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences and for sharing both the positive aspects of your stay and the areas where we can do better. We sincerely hope to have the opportunity to welcome you and your family back and provide a smoother and more enjoyable experience on your next visit. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Hanata S. N., Warm greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your wonderful feedback following your recent business stay with us. We are delighted to hear that your experience felt like “Home” and that you noticed the improvements in the quality of our rooms. It is especially rewarding to know that you were pleased with your accommodation, cleanliness, and the service provided by our Heartists, all of which received excellent ratings from you. Creating a comfortable and welcoming environment where our guests can feel at home, whether travelling for business or leisure, is something we truly value. We are also grateful for your excellent recommendation and your continued support as a valued ALL – Accor Live Limitless Platinum member. Your loyalty means a great deal to us, and we are very pleased to know that your experience reflected the standards and comfort you expect from Novotel. Thank you once again for your kind recognition and for choosing Novotel Bali Nusa Dua Hotel & Residences. We sincerely look forward to welcoming you back and making your future stays with us equally comfortable and enjoyable. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. M., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful feedback following your recent stay with us. We are delighted to learn that you enjoyed your overall experience, particularly the cleanliness of our hotel, swimming pool, breakfast, WiFi, and the warm service provided by our Heartists. We also sincerely appreciate your continued loyalty as an ALL – Accor Live Limitless Gold member. We are especially grateful that you brought the wording of our “free flow cocktails” offer to our attention. We fully understand how the description may have led to a different expectation, and we sincerely regret any confusion this may have caused during your stay. Please be assured that your comments have been shared with the relevant team for careful review, as we are committed to ensuring that all promotional information is communicated as clearly and accurately as possible. Thank you once again for your valuable feedback and for recommending our hotel. We truly appreciate your comments, as they provide us with an opportunity to further improve our guest experience. It would be our pleasure to welcome you and your partner back to Novotel Bali Nusa Dua, and we hope to provide you with an even more seamless and memorable stay on your next visit. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Carol C., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such a wonderful and detailed review following your recent stay with us. We are absolutely delighted to know that you had such a memorable experience and that you enjoyed your stay in our two-bedroom suite. It is truly heartwarming to hear your appreciation for our Heartists. Your kind words about their professionalism, friendliness, attentiveness, and genuine care mean a great deal to us. We are especially pleased to know that you felt well looked after throughout your stay and that the daily housekeeping service, including the fresh towels and room preparation, contributed to your comfort. We are also delighted that you enjoyed our beautiful pool, refreshing drinks, comfortable accommodation, and the wide variety of food available across our restaurants and cafés. It is wonderful to hear that you appreciated our breakfast, lunch, dinner, and bar experiences, as well as our in-room dining service. We sincerely appreciate your positive comments regarding our sustainability initiatives. We are pleased that these efforts made a positive impression during your stay. As part of our ongoing commitment to more responsible hospitality, we are grateful for guests like you who take the time to understand and appreciate these initiatives. At the same time, thank you for your constructive observation regarding the buffet temperature. While we are pleased that you enjoyed the delicious food and variety, we regret that some dishes were not consistently served at the ideal temperature. Your feedback has been shared with our Food & Beverage team for further review, as maintaining the appropriate food temperature is an important part of delivering a quality dining experience. We also noted your rating regarding the treatment experience. Although you did not provide specific comments, we would have been grateful to know more about what could have been improved. Nevertheless, we appreciate the feedback and will continue to monitor our spa and treatment services to ensure they meet our guests' expectations. Most importantly, we are delighted that you would recommend Novotel and that you rated your overall experience so highly. Your generous recognition of our entire team, with your wonderful comment that everyone was amazing, is particularly meaningful. We will certainly share your appreciation with our Heartists as encouragement for them to continue delivering warm and caring service. Thank you once again, Ms. Carol, for choosing Novotel Bali Nusa Dua Hotel & Residences and for sharing your experience with us. It was our pleasure to have you as our guest, and we sincerely hope to have the opportunity to welcome you and your loved one back to Bali for another relaxing and memorable stay. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms/Mrs. Janine H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for sharing your feedback and for your continued appreciation of our location, swimming pool, and dining experiences. We are delighted to know that these aspects continue to make your stays enjoyable. At the same time, please accept our sincere apologies for the disturbance caused by the early morning leaf-raking outside your room, particularly after your late evening arrival. We fully understand how disruptive this must have been and regret that it affected your rest and prevented you from returning to sleep. Your feedback has been shared with our relevant team for review, with the aim of ensuring that similar activities are carried out at more appropriate times and with greater consideration for our guests' comfort. Thank you once again for your continued support and for bringing this matter to our attention. We look forward to welcoming you back and providing you with a more restful experience on your next stay. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs. F., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such a wonderful and detailed review following your recent family holiday with us. We are truly delighted to know that you and your family of 13 enjoyed your stay and that our beautiful surroundings, comfortable rooms, pool, and beach contributed to such a memorable experience. It is especially heartwarming to hear that our Happy Hour became a special moment for your family to come together, relax, and plan your activities for the following days. We are delighted that these shared moments added to the enjoyment of your holiday. We are also grateful for your kind recognition of our team across the hotel. It is wonderful to know that our Bar, Restaurant, Housekeeping, and Gardening teams all made you feel welcomed through their friendliness and attentive service. Your generous compliments will certainly be shared with the entire team as a meaningful encouragement. We are equally pleased that your rooms were consistently clean and tidy and that you looked forward to returning to them after your days out. Knowing that everything was as expected upon arrival, and even exceeded your expectations, is particularly rewarding for us. Thank you once again for your excellent ratings, your kind recommendation, and for choosing Novotel Bali Nusa Dua for such a special family holiday. We sincerely hope to have the pleasure of welcoming you and your family back to Bali for many more wonderful moments together. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences