Dear Mr. Michael W., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for sharing your wonderful feedback. We are delighted to hear that you enjoyed your holiday with us and had a pleasant experience with our resort, swimming pool, dining, and especially our friendly and attentive team. Your kind words are a great encouragement to all of us, and we truly appreciate your support. We look forward to the pleasure of welcoming you back to Novotel Bali Nusa Dua Hotel & Residences for another enjoyable and memorable holiday. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs. Melissa H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share such detailed feedback following your fifth stay with us. As a returning guest, we truly value your continued support, and we are sincerely sorry that this visit did not meet the expectations you have developed from your previous stays. We are pleased to know that you continue to enjoy our beautiful gardens, spacious apartments, convenient location, beach club and pool, and that our team members were consistently kind and friendly. Your positive comments are greatly appreciated and will be shared with our team. At the same time, we sincerely apologize for the shortcomings that affected your experience. We particularly understand your disappointment regarding the lack of recognition as a returning guest and ALL member, especially as this was your fifth visit. Regarding the membership presentations, we would like to clarify that the presentations you were approached about were related to Accor Vacation Club (AVC), which operates as a separate business entity and has a different management team from Novotel Bali Nusa Dua Hotel & Residences. While the presentation itself is managed by AVC, we fully understand your concern regarding the frequency of the approaches and especially your frustration after requesting that the invitations stop. We have shared your feedback with the relevant parties for their review and follow-up. We are equally concerned by your comments regarding the condition and cleanliness of the apartment bathroom, including the mould, buildup and reported water leakage. Cleanliness and proper maintenance are essential to a comfortable stay, and we regret that the condition of the room did not meet the standard you expected from us. Your feedback has been forwarded to the relevant departments for thorough inspection and follow-up. Your comments regarding the pool are also taken seriously, particularly your family's experience with discomfort and cuts to your feet. The pool surface and surrounding facilities will be reviewed by our relevant teams. We have also noted your suggestion regarding better monitoring of pool loungers to ensure fairer access for all guests. We appreciate your additional feedback regarding breakfast variety and the coffee service during peak periods, as well as your comments about poolside service and the change of the beach BBQ arrangement. These observations are valuable and have been shared with the respective departments for consideration and improvement. It is especially meaningful to hear that, despite these concerns, you still genuinely love our resort and have returned five times because of the qualities you value. We are sorry that this stay left you feeling that the experience was declining rather than improving. Your feedback has been taken seriously, and we hope to have the opportunity to welcome you and your family again and provide a stay that restores your confidence in Novotel Bali Nusa Dua. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs. Corinne P., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share your detailed feedback following your recent family stay with us. Please accept our sincere apologies for the aspects of your stay that fell short of your expectations. We truly appreciate your comments, as they provide us with valuable insight into areas where we can further improve our services and guest experience. We have taken note of your concerns regarding the condition and cleanliness of the accommodation, particularly the refrigerator, cups and mugs, and bathroom. We understand how important it is for our guests to feel comfortable and confident in the cleanliness and condition of their room, and your feedback has been shared with our Housekeeping team for careful review and follow-up. We have also noted your comments regarding the food quality and value. Your feedback has been shared with our Food & Beverage team for further evaluation, as we continuously strive to ensure that our dining experience meets our guests’ expectations. Please be assured that your feedback has been taken seriously and will be used to strengthen our standards and improve the overall experience we provide to our guests. We appreciate your honest feedback and the opportunity it gives us to identify areas for improvement. We hope that, should you choose to visit us again in the future, we will have the opportunity to provide you and your family with a more enjoyable and memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. John B., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback following your three-week stay with us. We are delighted to know that you enjoyed the spacious and comfortable 2-Bedroom Suite with Pool, as well as our convenient location close to the beach, shops, and restaurants. It is especially pleasing to hear that any concerns you encountered during your stay were addressed promptly, and that our team was consistently helpful throughout your visit. Your kind recognition of Grace is truly appreciated, and we will be delighted to share your compliments with her. We also appreciate your feedback regarding the WiFi connection speed. Please rest assured that your comments have been shared with our relevant team for review, as we continuously look for ways to improve the comfort and connectivity experience of our guests. Thank you once again for your kind recommendation and for your continued support as a Diamond member of ALL Accor. It was a pleasure to have you with us, and we hope to have the opportunity to welcome you and your partner back to Novotel Bali Nusa Dua for another enjoyable stay. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. T., 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 in our one-bedroom apartment. We are delighted to know that you enjoyed the convenience of having everything within the resort, from swimming and walking to dining, relaxing, and entertainment. We are also pleased that you enjoyed your Platinum member upgrade and that the arrangement was confirmed promptly. We truly appreciate your excellent ratings for our arrival experience, cleanliness, and team. Your kind recognition of Loren is especially appreciated. It is wonderful to hear that her warm personality, attentive follow-up, local recommendations, and personal attention made you feel well cared for throughout your stay. We will certainly share your compliments with her. At the same time, thank you for highlighting the areas where we could improve. We are sorry that the absence of a TV in the bedroom was a disappointment and understand how this may have affected your overall comfort. We have also noted your feedback regarding the patchy WiFi connection and will share this with the relevant team for review and improvement. We also appreciate your comments regarding ALL Platinum member recognition and the availability of benefits on theme dinners and cakes. We understand the importance of clear and consistent recognition for our valued members, and your feedback will be shared with the relevant team for further consideration. We are pleased that you enjoyed your welcome drink and that the room upgrade exceeded your expectations. We also regret that a welcome amenity was not offered during your stay, and we appreciate you bringing this to our attention so that we can review the experience with our team. Thank you once again for your valuable feedback and for your continued support as an ALL Platinum member. Your 10/10 recommendation is greatly appreciated and encourages us to continue improving our guest experience. It was a pleasure to welcome you to Novotel Bali Nusa Dua, and we sincerely hope to have the opportunity to welcome you back for an even more enjoyable stay in the future. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. M., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your fantastic feedback following your recent family stay with us. We are truly delighted to know that you had such a positive experience and that our team was able to fulfil your requests to make your arrival and stay more comfortable. We are especially pleased to hear that your room was ready an hour earlier than the standard check-in time, and that this added convenience made your arrival smoother and more enjoyable. We always strive to accommodate our guests' preferences whenever possible, and it is wonderful to know that this made a positive difference to your experience. We are also grateful for your excellent ratings across your accommodation, cleanliness, breakfast, WiFi, check-out experience, sustainability efforts, and, most importantly, our team. Your 100/100 overall rating and 10/10 recommendation are truly appreciated and serve as wonderful encouragement for all of us. As an ALL Classic member, we also sincerely appreciate your continued support and recommendation of our loyalty programme. Your confidence in Novotel Bali Nusa Dua means a great deal to us. It was a genuine pleasure to welcome you and your family, and we hope you enjoyed many memorable moments during your time in Bali. We would be delighted to welcome you and your family back to Novotel Bali Nusa Dua for another wonderful stay in the future. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Jungmyung L., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share your detailed feedback and for choosing to stay with us as an ALL Platinum member. We truly appreciate your loyalty and are pleased to know that you enjoyed the early check-in assistance provided by Loren, as well as the cleanliness of the hotel, your accommodation, and the WiFi service. Your kind recognition of Loren will certainly be shared with her and the team. At the same time, we regret that certain aspects of your stay did not fully meet your expectations. We understand your disappointment regarding the room upgrade, particularly as you were staying to spend additional time with your younger sibling's family before their departure. While room upgrades are always subject to availability, we appreciate that this affected your overall experience. We are also concerned to learn about your experience at the bar, particularly regarding the use of your welcome drink vouchers, the additional beer charges, and the subsequent invoice correction and ALL membership discount. We understand how frustrating this situation must have been and have shared your feedback with the relevant team for careful review and follow-up. Thank you once again for your valuable comments. Your feedback is important to us and helps us identify opportunities to improve the experience we provide to our valued ALL members. We sincerely hope to have another opportunity to welcome you back and provide you with a smoother and more enjoyable stay. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Matthew N., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you for taking the time to share such detailed feedback following your recent stay with us and, most importantly, for choosing to return to our resort after two years. As a valued ALL Gold member, we sincerely appreciate your continued loyalty to Accor. We are pleased to know that you noticed and appreciated the improvements made to our rooms, including the brighter atmosphere, as well as the enhanced dining area layout and our new sun loungers. It is always encouraging to hear that our ongoing efforts to improve the guest experience have been positively recognised. However, we are truly sorry that several aspects of your stay did not meet your expectations. We are particularly concerned to learn how uncomfortable and frustrated you felt due to the timeshare promotions and approaches you experienced, especially upon arrival after your long journey. We fully understand how this may have negatively affected your first impression and overall experience. For clarity, the timeshare promotions you referred to are operated by Accor Vacation Club (AVC), which is managed separately from Novotel Bali Nusa Dua Hotel & Residences. Nevertheless, we fully understand that these interactions took place within the hotel environment and that they affected your stay. We sincerely apologise for the discomfort and frustration caused by these approaches. Please be assured that we have taken your feedback seriously and will inform the Accor Vacation Club management team regarding your experience so that they can review the matter and take the appropriate follow-up. We also sincerely apologise for the inconvenience caused by the delay in servicing your room and for the need to contact our team more than once before housekeeping attended. This is certainly not the level of attentiveness we strive to provide. Furthermore, we regret that our breakfast selection and egg preparation did not meet your expectations. We appreciate your constructive suggestions regarding more modern bread options and the inclusion of items such as avocado. Your comments have been shared with our Culinary team for their review as we continue to improve and refresh our offerings. We are also sorry to hear that you experienced delays in service at the bar. Your feedback regarding the efficiency and attentiveness of our team has likewise been shared with the respective department for further attention. Regarding your arrival experience, we regret that the check-in process still took longer than expected despite completing the online check-in beforehand. We understand how disappointing this must have been, particularly following a 16-hour journey, and we will review how we can make this process smoother and more seamless for our guests. Thank you once again for your honest and valuable feedback. While we are pleased that you recognised the positive improvements made to the resort, we sincerely regret that the concerns you encountered affected your overall impression and made you reconsider returning. We truly hope to have another opportunity to welcome you back in the future and provide you with the comfortable, relaxing, and genuinely hospitable experience that you should expect from us. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Gino C., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for choosing to stay with us again and for taking the time to share such wonderful feedback about your experience. We are truly delighted to know that, as returning visitors, you continue to enjoy your stays with us. It is especially rewarding to hear that you appreciated our well-organised welcome, as well as the efficiency and friendliness of our team. We are also pleased that you enjoyed the buffet breakfast, our pool, guest activities, and the cleanliness and maintenance of your accommodation. Your kind observation of our team constantly maintaining the rooms and surrounding areas is sincerely appreciated. A special thank you for recognising Puja and Gede, our Guest Activity Leaders. We will be delighted to share your generous compliments with them, particularly for making your water aerobics experience enjoyable. We also appreciate your valuable feedback regarding the WiFi connection. We sincerely regret the inconvenience caused by the blackspots around the complex and the need to reconnect frequently. Please be assured that your comments have been shared with the relevant team for further review and improvement. Thank you once again for your continued loyalty as an ALL Silver member and for your wonderful recommendation. It is always a pleasure to welcome you and your family back to Novotel Bali Nusa Dua Hotel & Residences. We look forward to welcoming you back again soon for another enjoyable and memorable stay in Bali. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. T. v. G., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such detailed and candid feedback regarding your recent stay with us. As a returning guest who has stayed with Novotel Bali Nusa Dua many times, we truly value your continued loyalty and appreciate your kind words about our resort retaining its Bali flavour and heart. We are especially pleased to know that, as a solo traveller, you felt safe, welcomed, and comfortable with us. We are also grateful for your perfect ratings for your arrival and check-in, accommodation, cleanliness, our team, departure experience, and our sustainability efforts. It is wonderful to know that you continue to feel at home at our resort and that you are looking forward to returning. At the same time, we sincerely regret that several aspects of your experience did not meet your expectations, particularly regarding our food offerings and the swimming pool. We fully understand your disappointment, especially given your previous stays with us, and we appreciate you bringing these concerns to our attention so that we can review them carefully. Regarding breakfast, we acknowledge your concerns about the amount of oil used in some dishes, the frequency of deep-fried selections, and the limited availability of whole-food and healthier choices. We also appreciate your specific comments regarding the traditional Balinese breakfast offerings and Bircher muesli. While we are pleased that you enjoyed our yoghurt and appreciated the availability of Jamu, we regret that the overall breakfast selection did not provide the variety and quality you were hoping for during this visit. Your detailed feedback has been shared with our Food & Beverage and Culinary teams for thorough review and consideration. We are equally concerned to learn about your experience with the salmon ordered through room service and sincerely regret that the dish was not enjoyable and that you were unable to eat it. Your specific feedback has also been shared with the relevant team so that the preparation and quality of our room-service offerings can be reviewed. Most importantly, we sincerely apologise for the distress and disappointment caused by the pool incident you described. We understand how unpleasant and concerning it must have been to discover foreign matter in the swimming pool, and we completely understand why this affected your confidence in using the pool for the remainder of your stay. Please be assured that we take your comments very seriously. Your feedback has been immediately shared with the relevant departments and management for thorough review of our pool monitoring, cleaning, and regular inspection procedures, with particular attention to ensuring that the pool area is consistently monitored throughout the day. Ms. T. v. G., your feedback is particularly meaningful to us because of your long-standing connection with Novotel Bali Nusa Dua. We sincerely appreciate your loyalty as an ALL – Accor Live Limitless Classic member and your continued willingness to recommend our resort. We are grateful that, despite the shortcomings experienced during this visit, you still intend to return, and we hope that your next stay will reflect the high standards and welcoming Bali experience you have come to expect from us. Thank you once again for your honesty, loyalty, and for giving us the opportunity to learn from your experience. We look forward to welcoming you back and to providing you with a more enjoyable, comfortable, and memorable stay on your next visit. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. Mark S., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your feedback following your recent 12-night family stay with us. We are pleased to know that you enjoyed your time in Bali while attending the wedding and that our spacious Two-Bedroom Apartment provided a comfortable setting for your extended stay. It is wonderful to hear that you appreciated the generous size of the apartment, the huge deck, comfortable beds, and effective air conditioning. We are also delighted that you enjoyed our pool and resort facilities. Your positive ratings for our arrival and check-in experience, team, and check-out and departure are greatly appreciated and will be shared with our colleagues as encouragement to continue providing warm and attentive service. At the same time, we sincerely appreciate your constructive feedback regarding the breakfast selection and Wi-Fi service. We are particularly sorry to learn that the Wi-Fi connection did not work properly in the bedrooms. We understand that reliable connectivity throughout the accommodation is important, especially during a longer stay. Your comments have been shared with the relevant team for review and appropriate follow-up. We also appreciate your feedback regarding the accommodation and cleanliness, as well as the areas where we can continue to improve. Constructive feedback from our guests is valuable in helping us further enhance the overall experience and maintain the standards expected of us. As an ALL – Accor Live Limitless Classic member, we sincerely appreciate your loyalty and are delighted to know that you would recommend both our hotel and the ALL loyalty programme to your friends and family. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences for your 12-night stay. We truly appreciate your recommendation and sincerely hope to have the pleasure of welcoming you and your family back for another comfortable and enjoyable stay in Bali. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. C., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed and thoughtful feedback regarding your recent family stay with us. We truly appreciate your overall rating of 70/100 and are pleased to know that you enjoyed many aspects of your experience at Novotel Bali Nusa Dua Hotel & Residences. We are delighted to hear that you found our resort well suited for a family holiday and appreciated the spacious apartment, friendly service, good breakfast, cleanliness, beautiful gardens, and swimming pool. It is wonderful to know that these aspects contributed positively to your family’s time with us. We are also pleased that you rated our WiFi highly and would recommend our resort to your friends and family. At the same time, we sincerely appreciate your constructive and detailed suggestions regarding our Kids Club. We fully understand that engaging and well-equipped facilities are particularly important for our younger guests and their families. Your suggestions regarding additional toys and games, more activities, a possible indoor playground, as well as improvements to the doors and access points to provide a more secure environment, are all valuable observations. Please be assured that your feedback has been shared with the relevant team and management for careful review and consideration. We are continuously looking for ways to enhance our facilities and activities, and comments such as yours provide valuable insight into the improvements that would further enhance the experience for families staying with us. We also appreciate your feedback across the other aspects of your stay, including the booking experience, arrival and check-in, accommodation, breakfast, our team, and departure. Your comments help us better understand where we are meeting expectations and where there are opportunities to improve. As a valued ALL – Accor Live Limitless Classic member, we sincerely appreciate your loyalty and your recommendation of our resort. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences for your family holiday and for taking the time to share such useful feedback with us. It was a pleasure to welcome you and your family, and we sincerely hope to have the opportunity to welcome you back in the future and provide an even more enjoyable and memorable family experience. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Kristy C., 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 enjoyed our breakfast selection and found the variety enjoyable, as well as the positive aspects of your experience with our Wi-Fi and pool facilities. Your appreciation of these elements is truly valued. At the same time, please accept our sincere apologies that several aspects of your stay did not meet the standards you expected from us, particularly regarding your ALL membership recognition, the handling of your reservation and rates upon arrival, the readiness and allocation of your room, and the process surrounding your late check-out request. We fully appreciate that having to make several follow-ups with our team, experiencing a delay in receiving your room, and subsequently having to clarify the room details would have caused unnecessary inconvenience and affected your overall experience. We are also sorry to learn that the repeated approaches regarding Accor Vacation Club did not make you feel comfortable during your stay. 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 handling of ALL member benefits, reservation and check-in procedures, room readiness and housekeeping, late check-out requests, and the approach taken when introducing our Accor Vacation Club programme. We are also mindful of the importance of ensuring that our guests feel genuinely welcomed and experience the warm and personal Balinese hospitality they expect when staying with us. We are grateful for your honest feedback, as it provides us with an opportunity to improve. While we sincerely regret the shortcomings you experienced during your stay, we truly appreciate your recognition of our breakfast selection and the positive aspects of our facilities. 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 warmer, smoother and more enjoyable experience that better reflects our usual standards of hospitality. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. H., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your wonderful feedback regarding your recent stay with us. We are delighted to know that you and your partner had such an enjoyable and relaxing experience and that you found our resort to be a comfortable place where you could simply unwind and enjoy your holiday. We are especially pleased to hear that you enjoyed the excellent value of your stay and that our facilities, including the gym and spa, contributed to your relaxing experience. It is also wonderful to receive your perfect ratings for your arrival and check-in, accommodation, cleanliness, our team, and your departure experience. We truly appreciate your kind comment that everyone was lovely. Your recognition means a great deal to our entire team and will certainly be shared with our colleagues as encouragement to continue providing warm and genuine hospitality. At the same time, we appreciate your observation regarding certain areas of the resort appearing dated. We are nevertheless pleased that you found the resort very clean and extremely comfortable. Your feedback is valuable and has been noted as we continue to review opportunities to enhance our facilities and guest experience. We are also grateful for your positive comments regarding our sustainability efforts and are pleased to know that the information provided in your room was helpful without impacting the comfort of your stay. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences and for recommending us to others. It was a pleasure to welcome you, and we sincerely look forward to welcoming you back for another relaxing and enjoyable stay in Bali. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. Y., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your detailed feedback regarding your recent business stay with us. We sincerely appreciate your comments and are pleased to know that our resort provided an ideal location for your sales meeting. We are delighted to hear that you found our team courteous and helpful and that you enjoyed a comfortable stay overall. It is also wonderful to know that your booking experience through the Novotel website was smooth, with the website being easy to find and use and our follow-up communication meeting your expectations. We are equally pleased that you were satisfied with your arrival, check-in, breakfast selection, and departure experience. At the same time, we sincerely appreciate your constructive feedback regarding the accommodation. We understand your observation that the bathroom appeared somewhat dated, and we appreciate you bringing this to our attention. Your comments have been shared with the relevant team for review as we continue to look for opportunities to improve the comfort and overall experience of our guests. We also appreciate your feedback regarding the WiFi connection speed. We understand how important a reliable and efficient internet connection is, particularly for guests travelling on business, and we regret that the speed did not fully meet your expectations. Your comments have been shared with our relevant team for further review and consideration. As a valued ALL – Accor Live Limitless Classic member, we sincerely appreciate your loyalty and thank you for your recommendation of our hotel. Feedback such as yours is extremely valuable to us, as it allows us to recognise the areas where we are meeting our guests' expectations while continuing to focus on areas where improvements can be made. Thank you once again for choosing Novotel Bali Nusa Dua Hotel & Residences. We truly appreciate your constructive and balanced feedback and sincerely hope to have the opportunity to welcome you back for another business or leisure stay, providing you with an even more comfortable and enjoyable experience. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences

Dear Ms. H. L., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such a thoughtful and detailed review following your first visit to Bali with your 9-year-old daughter. We are truly delighted to know that you had such a wonderful family experience with us and that Novotel Bali Nusa Dua was able to provide a comfortable and enjoyable base for your holiday. It is especially heartwarming to hear how much your daughter enjoyed our Kids' Club, made new friends, and had a lovely time at the resort. We are also pleased to know that you were able to take some time to relax at our In Balance Spa while she was enjoying the Kids' Club. We are delighted that our private beach and shuttle service added further enjoyment and convenience to your family stay. We are particularly grateful for your kind recognition of our team. Your special mention of Mrs. Awantari for her warm smile and attentive service, as well as Mr. Nugraha for his friendly service and the delicious coffees and hot chocolates he prepared each morning, is truly appreciated. We will certainly share your lovely compliments with them and the wider team. It is wonderful to know that these personal touches helped make you and your daughter feel genuinely welcomed throughout your stay. We are also pleased that you enjoyed your room upgrade, welcome drink and amenity, as well as your dining experiences. Your special mention of our Beach BBQ is greatly appreciated, and we are delighted that you enjoyed your dinners with us. At the same time, please accept our sincere apologies for the aspects of your stay that did not fully meet your expectations. We are sorry to hear about the dust you noticed in your room and, in particular, the discomfort you experienced with the pillows. We fully appreciate that having suitable pillows is important for a restful stay, especially when you have specific comfort needs. We also regret that the Wi-Fi connection speed did not meet your expectations. We have also noted your feedback regarding your request for a 30-minute late check-out. We understand your point that it would have been preferable for the availability to be checked before a definitive response was provided. Your comments regarding the handling of this request have been shared with the relevant team for review and appropriate follow-up, particularly to ensure that our communication regarding ALL member benefits is handled as smoothly and thoughtfully as possible. Please be assured that we take your feedback seriously. Your comments regarding room cleanliness, pillows, Wi-Fi connectivity, and the handling of your late check-out request have been shared with the relevant departments for further review and follow-up. We are grateful for these constructive observations, as they help us identify opportunities to further enhance the guest experience. As an ALL – Accor Live Limitless Gold member, we sincerely appreciate your loyalty and your decision to book through the ALL Accor App. We are especially pleased to know that you would recommend our hotel to your friends and family and that you rated your loyalty programme experience highly. Thank you once again for your kind words, valuable feedback, and for choosing Novotel Bali Nusa Dua Hotel & Residences for such a special first visit to Bali. We hope to have the pleasure of welcoming you and your daughter back in the future, and we look forward to providing you with another memorable family experience, with an even greater level of comfort and care. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mrs.Julie S., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for your wonderful 100/100 review and for sharing such lovely feedback following your family stay with us. We are delighted to know that you had an amazing experience and enjoyed our beautiful, well-maintained gardens, clean surroundings, and the overall care and service throughout the resort. Your kind words about our team are especially meaningful to us. Knowing that you felt every single staff member contributed to your satisfaction is a wonderful compliment, and we will be delighted to share your appreciation with the entire team. Recognition such as yours is truly motivating and encourages us to continue delivering warm and attentive hospitality. We are also pleased to know that you enjoyed the recognition provided as our ALL Platinum member, including the room upgrade and welcome package, and that the welcome drink and amenity exceeded your expectations. It is always our pleasure to ensure our valued members feel genuinely welcomed and appreciated. Thank you once again for your continued loyalty to ALL and for recommending Novotel Bali Nusa Dua to your family and friends. We are truly grateful for your support and look forward to welcoming you and your family back for another memorable stay in Bali. Warm regards, Guest Experiences Team Novotel Bali Nusa Dua Hotel & Residences,

Dear Mr. Dean S., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share such detailed and thoughtful feedback following your recent stay with us. We are especially grateful for your continued loyalty and for returning to Novotel Bali Nusa Dua over the years. It is truly meaningful to know that, despite some aspects requiring attention, our resort remains one of your favourites and that you are looking forward to visiting us again. We are delighted by your kind words about our team. Your recognition of the friendly and helpful service you received throughout the resort, particularly from our Pause Café and Gourmet Bar teams, is greatly appreciated. We are pleased to know you enjoyed the pizza and service, and we will certainly share your compliments with the team. Your encouraging words about our colleagues and their training are particularly meaningful and will serve as wonderful motivation for everyone. At the same time, please accept our sincere apologies for the areas of your stay that did not meet your expectations. We have taken note of your comments regarding the condition of the bathroom in Room 2404, including the areas around the bathtub, as well as the bedroom air-conditioning not maintaining the desired temperature. Your feedback has been shared with our Engineering and Housekeeping teams for further inspection and appropriate follow-up. We are also sorry to learn about the inconvenience experienced during breakfast when both automatic coffee machines were unavailable, resulting in a longer waiting time for coffee. We fully understand how this could have affected your breakfast experience, and your feedback has been shared with our Food & Beverage team for review and improvement of the service arrangement during busy periods. We are nevertheless pleased that you enjoyed the other aspects of your accommodation, the cleanliness of the resort, and the room upgrade extended to you as our valued ALL Gold member. Your continued loyalty and your perfect 10/10 likelihood to recommend us are sincerely appreciated. Thank you once again for your honest feedback, kind words, and continued support over the years. We look forward to welcoming you back to Novotel Bali Nusa Dua and to providing you with an even more comfortable and memorable experience on your next visit. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences

Dear Mr. a. Mrs. K., Warmest greetings from Novotel Bali Nusa Dua Hotel & Residences. Thank you very much for taking the time to share your thoughtful a. detailed feedback following your 10-day stay with us. We are truly delighted to know that what began with some uncertainty turned into a very happy experience, a. that you ultimately found your stay to be very good value for money. We are pleased to hear that you appreciated the spacious a. clean accommodation a. the wide range of facilities available throughout our resort. It is wonderful to know that our Luxury Escapes package provided you with such a comprehensive experience that you felt there was little need to leave the resort during your stay. We are especially grateful for your kind recognition of our team, who received your highest score of 100/100. Your comment that there were too many team members to mention individually is a particularly wonderful compliment, a. we will certainly share your appreciation with our Heartists. It is very encouraging to know that their service contributed positively to your experience. We also sincerely appreciate your perspective a. the additional context of your 50 years of experience in the travel a. tourism industry. Your positive recommendation a. decision to stay with us again are particularly meaningful, a. we are grateful that, after an extended stay, you found Novotel Bali Nusa Dua to offer the comfort, facilities, a. value you were looking for. At the same time, we appreciate your feedback regarding the ease of access a. Wi-Fi experience. We understand the importance of convenient access a. reliable connectivity, particularly during a longer stay. Your comments have been shared with the relevant teams for review a. appropriate follow-up as we continue to improve our facilities a. services. As an ALL – Accor Live Limitless Classic member, we sincerely appreciate your choosing Novotel Bali Nusa Dua Hotel & Residences. Your continued support a. recommendation are highly valued by our entire team. Thank you once again for your honest a. encouraging feedback. We are delighted that your stay exceeded your initial expectations, a. we sincerely look forward to the pleasure of welcoming you a. Mrs. K. back to Novotel Bali Nusa Dua Hotel & Residences for another enjoyable a. memorable stay. Warm regards, Guest Experience Team Novotel Bali Nusa Dua Hotel & Residences