Kia Ora Chris, Thank you for taking the time to share your feedback. We’re genuinely sorry to hear how frustrating your experience was, particularly as a valued ALL Gold member. We completely understand how disappointing it must have been when you were unable to use your 4,000 ALL Reward points at check-out because the required email had not reached your phone at the time. We appreciate how frustrating this would have been, especially when the email subsequently came through after you had already left the hotel. While the delivery of ALL communications is managed through the ALL Accor system and is unfortunately outside of our direct control, we recognise that this still impacted your experience with us. Your feedback has been passed directly to our Front Office Manager, who will be reviewing the experience with the team and will be in touch with you personally. We’re particularly sorry that the combination of the slow check-in, the difficulty at check-out and the lack of recognition you felt as an ALL Gold member left you considering cancelling your loyalty with Accor. Your loyalty is important to us, and we would genuinely appreciate the opportunity to speak with you and work towards restoring your confidence in our hotel. Warm regards, The Novotel Christchurch Cathedral Square Team

Kia Ora Charlotte, Thank you for taking the time to share your wonderful feedback. We’re delighted to hear you enjoyed our restaurant, found your room comfortable, and appreciated our central location. It’s especially pleasing to know that our team, breakfast, cleanliness and overall service contributed to such a positive stay. We truly appreciate your 10/10 recommendation and hope to have the pleasure of welcoming you back to Novotel Christchurch Cathedral Square on your next visit to Christchurch. Kind regards, Shriya Chimbaikar Food & Beverage Manager Novotel Christchurch Cathedral Square

Kia Ora Nicola, Thank you so much for your lovely 100/100 review. It’s always a pleasure to hear from a returning guest, and we’re delighted to know that staying with us continues to be a positive experience for you. We’re especially glad you enjoy the character of our older-style suites and the opportunity to have a relaxing bath — it’s wonderful to know that these little touches are part of what makes your stays special. Thank you for your 10/10 recommendation and for your continued support as an ALL Accor member. We truly appreciate your loyalty and look forward to welcoming you back again soon. Kind regards, The Novotel Christchurch Cathedral Square Team

Kia Ora Suzanne, Thank you so much for your wonderful 100/100 review. We’re delighted to hear that you enjoyed your stay with us and found our location convenient. It’s especially lovely to hear your kind words about our team. Knowing that everyone you interacted with was helpful and obliging means a great deal to us, and we’ll be sure to share your feedback with the team. We also appreciate your 10/10 recommendation. We hope to have the pleasure of welcoming you back to Novotel Christchurch Cathedral Square the next time you’re visiting Christchurch. Kind regards, The Novotel Christchurch Cathedral Square Team

Kia Ora Theresa, Thank you for taking the time to share such detailed feedback following your stay with us. I am pleased to hear that you found your room clean and well presented, enjoyed our breakfast, and appreciated our convenient central location. It is particularly wonderful to hear your kind words about Tui. I will make sure your recognition is shared with her and the wider team. Your comments about her warm welcome and helpful service are a lovely acknowledgement of the care she puts into looking after our guests. I am, however, very sorry that several issues in your room affected your stay. The shower temperature, particularly the risk of extremely hot water, is a serious concern, and the extractor fan and clicking noise should have been addressed promptly after they were first reported. I also understand your frustration that the issues continued after you had brought them to our attention. It is equally disappointing to hear that your departure did not include an opportunity to ask about your stay or check that everything had been resolved. We should have provided a much warmer and more personal farewell, particularly given the concerns you had already raised with the team. Please accept my sincere apologies that we did not meet the standard of care you should expect from Novotel. Your feedback has been shared with the relevant teams so that these room maintenance issues and our follow-up process can be addressed. Thank you again for recognising Tui and for bringing these concerns to our attention. We truly appreciate the opportunity to learn from your experience, and we hope to have the opportunity to provide you with a much better stay in the future. Kind regards, Shriya Chimbaikar Food & Beverage Manager Novotel Christchurch Cathedral Square

Kia Ora Sheena, Thank you so much for your wonderful feedback and for your perfect overall rating. It’s always a pleasure to welcome you back, and we’re delighted to hear that you continue to enjoy our convenient location, comfortable beds, and, most importantly, the service from our team. We’re especially pleased to hear your kind words about Vidhan. We’ll be sure to share your lovely feedback with him — it’s wonderful to know that he is always a joy to talk with and contributes to making your stays so enjoyable. Thank you also for recognising our breakfast, cleanliness, and sustainability efforts. We truly appreciate your thoughtful comments and your continued loyalty as a Gold ALL Accor member. We look forward to welcoming you back again soon, Sheena, and to another enjoyable stay. Warm regards, Joshua Guest Services Manager

Dear Bev, Thank you for taking the time to share such wonderful feedback following your stay with us. We’re delighted to hear that you enjoyed our central location, the cleanliness of the hotel, and especially our comfortable beds. It’s fantastic to know that you were able to enjoy the vibrant city atmosphere right on our doorstep. We also truly appreciate your recommendation and your continued loyalty as a valued ALL Accor Gold member. Your kind comments about our team and the easy booking experience through the ALL Accor App are greatly appreciated. We hope to have the pleasure of welcoming you and your partner back for another enjoyable stay. Warm regards, Jenny Guest Service Agent Novotel Cathedral Square

Dear Sarah, Thank you very much for taking the time to share such wonderful feedback following your stay with us. We are delighted to know that you had an excellent experience and that our location, comfortable bed, and friendly and helpful team contributed to such a memorable stay. It is especially pleasing to hear that you enjoyed the benefits of your ALL Accor Gold status, including the room upgrade and welcome amenity. We are also grateful for your kind recognition of our cleanliness, breakfast, Wi-Fi, and sustainability initiatives. Your generous 100/100 rating and 10/10 recommendation mean a great deal to our entire team. We truly appreciate your loyalty as an ALL member and look forward to welcoming you and your partner back for another enjoyable stay. Warm regards, Jenny Guest Service Agent Novotel Cathedral Square

Dear Dean, Thank you for taking the time to share such detailed feedback following your recent stay with us. I’m sorry to hear that the room layout, particularly the bathroom handbasin positioned within the room, did not meet your expectations. We understand that room design is very much a matter of personal preference, and we appreciate you highlighting this so we can better understand our guests’ perspectives. I’m also sorry that the Wi-Fi connection was unreliable during your stay. We appreciate how important a stable connection is, particularly when travelling for business, and we regret that you ultimately had to rely on your own data. Thank you as well for your comments regarding the foyer furniture and your dining experience. I have shared your feedback with the relevant teams, as comments such as yours help us identify areas where we can improve. It is pleasing to know that you found our team and the cleanliness of the hotel satisfactory, and that you enjoyed your welcome drink. Regarding your room upgrade, we would like to clarify that upgrades are subject to availability at the time of arrival. While we always do our very best to recognise and accommodate our valued loyalty members, unfortunately, the higher-category room types were fully booked during your stay, and we were therefore unable to accommodate an upgrade on this occasion. We sincerely appreciate your understanding and thank you for your continued loyalty and support. We genuinely value your loyalty and the opportunity to welcome you. I’m sorry that on this occasion we did not provide the experience you were hoping for, and I hope we have the opportunity to restore your confidence in us on a future visit. Warm regards, Jenny Guest Service Agent Novotel Cathedral Square

Dear Carey, Thank you for taking the time to share such wonderful feedback following your stay with us. We’re delighted to hear that you enjoyed our convenient location, comfortable rooms, and dining experience. It’s especially pleasing to know that our team made such a positive impression with their friendly and helpful service. Your perfect scores and recommendation mean a great deal to us, and we’re thrilled that you enjoyed your time with us during your business trip. We truly appreciate your kind words and look forward to welcoming you back for another enjoyable stay. Warm regards, Jenny Guest Service Agent Novotel Cathedral Square