Dear Guest, Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you enjoyed our convenient location near Paddington Station and that you found both your room and our breakfast offering enjoyable. As a valued ALL Platinum member, I am sorry to learn of your disappointment regarding the room upgrade and late check-out. I would like to clarify that your room was upgraded prior to arrival as part of the recognition of your loyalty status. Whilst we were unfortunately unable to offer a further upgrade or an extended late check-out beyond the additional hour provided, I understand that this may not have met your expectations, and I apologise for any disappointment caused. I am also sorry to hear that you have not yet received the 1,000 bonus points linked to your booking. As promotional bonus points are managed through the ALL programme, I would recommend contacting ALL Customer Care if these have still not been credited to your account, as they will be best placed to investigate this for you. Thank you once again for your honest feedback. We greatly value your loyalty and hope to have the opportunity to welcome you back in the future for an even more enjoyable stay. We also hope you had the chance to enjoy our leisure facilities, including the swimming pool, sauna and steam room, during your visit. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your wonderful review and for awarding us a perfect score. We are delighted to hear that you enjoyed our peaceful location, spacious rooms and elegant surroundings. Being described as one of the best Novotel hotels you have stayed in is truly rewarding and a compliment greatly appreciated by the entire team. It is also fantastic to know that you found the hotel conveniently located for Paddington Station while still offering a quiet and relaxing environment. We are pleased that you enjoyed our breakfast selection, particularly the fresh fruit, and that your booking experience through the ALL App was as smooth as expected. As an ALL Silver member, we sincerely appreciate your loyalty. I was especially pleased to read your comments about our team. Whilst you may not remember individual names, it is wonderful to know that our reception and restaurant colleagues made you feel welcome with their friendly and approachable service. We hope you also had the opportunity to enjoy our leisure facilities, including the swimming pool, sauna and steam room, during your family stay. Thank you once again for your kind feedback. We look forward to welcoming you and your family back to Novotel London Paddington very soon. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your fantastic review and for awarding us a perfect score. We are absolutely delighted to hear that, after carefully researching your options, you chose us for your first trip to London and that we helped make it such a memorable experience. It is wonderful to know that you enjoyed the balance of our peaceful surroundings and convenient location, allowing you to easily explore the city whilst returning to a calmer atmosphere at the end of the day. We are also pleased that you found both our refurbished and classic room styles comfortable and well maintained throughout your stay. Your comments regarding our team, value for money and overall accommodation are greatly appreciated. A special thank you for recognising our sustainability efforts. We are delighted that you appreciated our refillable water initiative, and it's particularly rewarding to hear your comment about the cleanliness of the kettle, as attention to these small details can make a real difference to our guests' experience. We hope you also had the opportunity to enjoy our leisure facilities, including the swimming pool, sauna and steam room, during your family stay. Thank you once again for your kind feedback and recommendation. We look forward to welcoming you and your family back to London in the future. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your wonderful review and for rating your stay so highly. We are especially pleased to hear that our team helped make your stay such a positive experience. Knowing that colleagues went out of their way to assist you during your recovery and ensure you were comfortable throughout your visit means a great deal to us. Providing genuine care and personalised service is at the heart of what we do, and your kind comments will be shared with the entire team. It is also fantastic to know that you enjoyed our restaurant, swimming pool, sauna and convenient location. To hear that this was the best hotel you have stayed at within the brand is truly rewarding and a compliment we greatly appreciate. Thank you as well for your feedback regarding sustainability. We value your observations and recognise that there is more we can do, particularly around making recycling options more visible and accessible for guests. We remain committed to improving our environmental initiatives and appreciate your suggestions. Whilst on-site parking is unfortunately not available due to our central London location, we are grateful for your understanding and are delighted that this did not detract from an otherwise enjoyable stay. We wish you a smooth recovery and hope to have the pleasure of welcoming you back again soon. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your wonderful review and for awarding us a perfect score. We are delighted to hear that you enjoyed your stay with us and that our location proved ideal for meeting friends and exploring London's exhibitions and attractions. It is especially pleasing to know that our newly refurbished rooms helped make your visit feel even more special and comfortable. As an ALL Classic member, we greatly appreciate your loyalty and are thrilled that you found both the booking process and your overall stay seamless. Your comments regarding the cleanliness of the hotel are particularly rewarding, and I will gladly share your feedback with our Housekeeping team, who will be delighted to know their efforts were recognised. We hope you also had the opportunity to enjoy our leisure facilities, including the swimming pool, sauna and steam room, during your stay. Thank you once again for your kind feedback and continued support. We look forward to welcoming you back to Novotel London Paddington for another enjoyable stay in the near future. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your kind review and for rating your stay so highly. We are delighted to hear that you enjoyed our convenient location, just a short walk from Paddington Station. It is also wonderful to know that you found your room spacious, peaceful and comfortable, allowing you to enjoy a restful stay. We hope you also had the opportunity to make use of our leisure facilities, including the swimming pool, sauna and steam room, during your visit. Thank you once again for your feedback. We look forward to welcoming you back to Novotel London Paddington soon. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your wonderful review and for rating your stay so highly. We are delighted to hear that our team was able to accommodate you following your early arrival from Heathrow and that arranging access to a shower and an early room helped make the start of your stay more comfortable. Your kind comments regarding our helpful and accommodating staff, the cleanliness of the hotel, and the quiet atmosphere are greatly appreciated. Thank you also for bringing the issue with the lift buttons to our attention. I apologise for the inconvenience this caused, particularly as you were staying on the 7th floor. Please be assured that this has been addressed with our maintenance team. We are also pleased that you enjoyed the chilled water stations available on each floor. We also hope you had the opportunity to make use of our leisure facilities, including the swimming pool, sauna and steam room, during your stay. Thank you for your feedback regarding your booking experience. Whilst we are pleased to hear that you found value in booking through the ALL App, I am sorry for the inconvenience caused by the duplicate booking issue, although I am glad it was resolved promptly. We look forward to welcoming you back to Novotel London Paddington in the near future. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed our pool area and that, overall, you had a pleasant stay. It is always rewarding to know that our leisure facilities, including the swimming pool, sauna and steam room, contributed positively to our guests' experience. However, I am sorry to learn that the refurbishment works impacted your comfort and that the noise caused you to leave your room earlier than planned. Whilst we are undertaking these improvements to enhance the hotel for our guests, we appreciate that this can occasionally cause disruption, and I apologise for any inconvenience experienced during your stay. Thank you once again for your understanding and valuable feedback. We hope to have the opportunity to welcome you back once the works are complete and provide an even more enjoyable experience. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your fantastic review and for awarding us a perfect score. We are delighted to hear that you and your family had such an enjoyable stay with us. It is wonderful to know that you appreciated our location, refurbished room, comfortable bed, and the ease of both check-in and check-out. We are especially pleased that your children enjoyed the swimming pool after a busy day exploring London. Thank you also for highlighting the excellent service you received from Jyoti. I will be delighted to share your kind comments with her. Whilst I am sorry that your initial enquiry regarding room types was not handled as well as it should have been, I am pleased that Jyoti was able to assist and ensure a positive outcome. We truly appreciate your feedback and are thrilled to know that you wished you could have stayed longer. We look forward to welcoming you and your family back to Novotel London Paddington very soon. Warm regards, Cassian Langdon Assistant Front Office Manager

Dear Guest, Thank you for your fantastic review and for awarding us a perfect score. We are delighted to hear that you enjoyed our convenient location, comfortable and clean room, and our breakfast buffet. It is especially pleasing to know that you found your stay outstanding and that our team helped make your visit even more enjoyable with their warm and pleasant service. We hope you also had the opportunity to enjoy our leisure facilities, including the swimming pool, sauna and steam room, during your stay. Thank you once again for your kind feedback. We look forward to welcoming you back to Novotel London Paddington soon. Warm regards, Cassian Langdon Assistant Front Office Manager