Dear Ms. S., We are glad that our location worked well for your travel plans and especially appreciate hearing that you would stay with us again for the convenience of being close to the airport. At the same time, we understand your disappointment that the hotel is not within a comfortable walking distance of the terminals. We know that this can be an important consideration, particularly when travelling with luggage, and we will take your comment into account regarding clearer expectations around the airport connection. We are also sorry about the appearance of the shower floor. Even if the mark was only a stain, it should not give the impression that the shower has not been properly cleaned. We will share your feedback with our housekeeping team so that this is checked more carefully. It is lovely to see that you were very happy with our team and that both arrival and departure went smoothly. We hope to welcome you and your partner again on a future trip through Munich. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Ms. D., thank you very much for your wonderful feedback and for your perfect rating of Novotel Munich Airport. We are delighted to hear that you enjoyed your stay and especially appreciated the cleanliness of our hotel, our restaurants and the friendliness of our team. Your kind words mean a great deal to us and are a wonderful motivation for everyone. We also truly appreciate your 10/10 recommendation and your excellent ratings across all areas, including breakfast, value for money and our sustainability efforts. We hope to have the pleasure of welcoming you back again whenever your travels bring you to Munich Airport. Kind regards, Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Ms. G., We are very sorry to read how distressing your stay at Novotel Munich Airport must have been for you and, in particular, for your youngest child. We sincerely regret that the requested cot was not ready upon your arrival and that your child therefore had to sleep on the sofa bed. We are especially concerned by your report that your child was subsequently bitten by insects while sleeping there. We fully understand how upsetting and worrying such an experience must have been for your family. We take your comments regarding the cleanliness and condition of the accommodation very seriously. Your report has been shared with our responsible teams so that the situation can be investigated thoroughly, including the area around the sofa bed and curtains, to establish what may have caused this issue. Please accept our sincere apologies for the inconvenience and distress caused. We would greatly appreciate the opportunity to discuss your experience with you personally and to regain your trust. Kind regards, Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. D., thank you very much for taking the time to share your feedback about your stay at Novotel Munich Airport. We are delighted to hear that you had an overall relaxing stay and were satisfied with your accommodation, our team, cleanliness and the smooth arrival and departure experience. Your excellent rating for the value for money and your 9/10 recommendation are especially appreciated. At the same time, we understand that the absence of room service was a limitation during your stay. We appreciate you pointing this out, as convenient dining options are particularly important for families and during a stay at an airport hotel. We also take note of your comment regarding the Wi-Fi transmission speed and will share this feedback with our relevant team. We hope to have the pleasure of welcoming you and your family back to Novotel Munich Airport in the future. Kind regards, Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. H., Thank you very much for sharing such thoughtful feedback about your stay. We are pleased that you found our location convenient and, above all, that our team looked after you so well. Your kind words about the manager and our colleagues are greatly appreciated and will certainly be shared with the team. We are particularly sorry, however, that you felt insufficiently recognised as an ALL Diamond member. We understand that, with your level of loyalty and experience across Accor hotels, recognition during your stay is especially important. We would also like to clarify that, during your stay, we were pleased to provide you with an upgrade to our largest Privilege Room, access to the Executive Lounge, as well as an invitation to dinner. We regret that these gestures did not come across as clearly as they should have, or did not fully meet your expectations. We are nevertheless delighted that you enjoyed the welcome drink, welcome amenity and our fitness centre, and that you would still recommend both the hotel and ALL with 10/10. We truly value your Diamond membership and hope to have the opportunity to welcome you again and provide an experience that better reflects the recognition you deserve as one of our most loyal guests. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. J., thank you very much for your wonderful feedback and for taking the time to share your impressions of your stay at Novotel Munich Airport. We are delighted to hear that you enjoyed your room and your stay overall and especially appreciated our convenient location close to the airport and public transport. Your consistently excellent ratings across all areas are a great compliment to our entire team. We also truly appreciate your continued trust as an ALL Gold member and your 9/10 recommendation. We hope to have the pleasure of welcoming you and your partner back again on your next journey through Munich Airport. Kind regards Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. R., “Clean and quiet” is a wonderful way to sum up a stay, especially at an airport hotel. We are delighted that you enjoyed the peaceful atmosphere and found your room clean and comfortable. It is also great to see that everything from breakfast and our team to Wi-Fi, value and your arrival and departure received such positive feedback. Your 10/10 recommendation is a fantastic compliment. We hope to welcome you back to Novotel Munich Airport on your next visit to Munich. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. P., thank you very much for taking the time to share your feedback about your stay at Novotel Munich Airport. We are pleased to see that you were very satisfied with our team, the check-in and check-out as well as the cleanliness of the hotel. We truly appreciate these positive comments, especially as an ALL Classic member. At the same time, we sincerely apologize for the cigarette smell in your room. We fully understand how unpleasant this must have been and why it had such a significant impact on your overall experience. A room should of course be fresh and free from any unwanted smell, and we are sorry that we did not meet this basic expectation. Your feedback has been shared with our housekeeping and management teams so that the situation can be reviewed and appropriate attention is given to preventing such occurrences. We hope to have the opportunity to welcome you again and provide you with the clean, comfortable and pleasant stay you should expect from us. Kind regards Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Ms. S., It is lovely to hear that your whole experience with us was so positive. We are especially pleased that our lobby made such a welcoming impression and that you found our team both friendly and professional. It is equally wonderful to know that you enjoyed the cleanliness and comfort of your room, as well as the convenient access to public transportation. We are also happy that you found the online booking easy and the rate attractive. Thank you for your 10/10 recommendation. We hope to welcome you and your family back to Novotel Munich Airport on another visit. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. G., “Comfy stay before flight” sums it up nicely. We are pleased that you and your family enjoyed a comfortable stay and that both check-in and check-out were straightforward. At the same time, we are sorry that the online booking and account registration process was confusing. Having to enter your contact details again after the confirmation code did not lead you to the expected next step is certainly not the seamless experience we aim to provide. We will take your feedback into consideration when reviewing this process. It is great to know that the accommodation, cleanliness and arrival experience all met your expectations, and that you would recommend us 10/10. We hope to welcome you and your family again on your next journey through Munich. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Ms. R., thank you for taking the time to share such detailed and candid feedback about your stay at Novotel Munich Airport. I am truly sorry to read how disappointing your experience was. While we are pleased that you found the booking process easy and appreciated the friendliness of our team during check-in and check-out, it is clear that the condition of the room, the comfort of the bathroom and bedding, as well as your dining experience fell far short of what you expected from a Novotel and from an ALL member. Your comments regarding the carpet, bathroom, shower area, limited vanity space, pillows and toilet height are very specific and therefore particularly valuable to us. We also sincerely apologize for the condition you encountered in the room. Cleanliness and guest comfort should never leave you feeling uncomfortable walking around your room. We are equally sorry that your dinner did not meet your expectations. The dry chicken you experienced is certainly not the standard of food quality we want to provide, and your feedback has been shared with our Food & Beverage team. We also take your comments regarding ALL member recognition very seriously. As a Classic member, you should feel welcomed and recognized as part of the Accor community, and we regret that you did not experience this during your stay. Your feedback has been shared with the relevant departments and management. We understand that the overall experience left you with a very poor impression of our hotel, and we sincerely regret that we did not meet your expectations. Thank you again for your honesty. We hope that, in the future, we may have the opportunity to demonstrate the improvements resulting from feedback such as yours. Kind regards Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Ms. R., What a lovely way to describe a stay! We are delighted that you enjoyed your time with us from check-in all the way through to departure. It sounds like you made good use of the hotel during your stay – from dinner in the restaurant and some relaxing time in the sauna to our breakfast buffet the following morning. We are especially pleased that you found your room both comfortable and well equipped. It is also great to hear that you found the ALL App easy to use. Your 10/10 recommendation is a wonderful compliment, and we hope to welcome you and your partner back for another relaxing stay at Novotel Munich Airport. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. K., It is wonderful to hear that you had such a comfortable stay and, above all, that our team made such a positive impression on you. Your words about our employees being really friendly and polite are a lovely recognition of the hospitality we aim to provide every day. We are equally pleased that everything from your arrival and room to breakfast, cleanliness, Wi-Fi and departure met your expectations. Seeing every area rated so positively, together with your 10/10 recommendation, is a great compliment to the entire team. Thank you also for choosing us as an ALL Classic member. We hope to welcome you back to Novotel Munich Airport whenever your travels bring you to Munich again. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. D., A smooth connection to the airport is especially valuable when travelling for business, and we are delighted that both our location and transportation made your stay convenient and comfortable. We particularly appreciate your kind words about our team. Your special thanks to our front desk colleague for the warm welcome, as well as to our restaurant team, will be shared with them personally. It is wonderful to know that their hospitality left such a positive impression. With perfect ratings across your arrival, room, cleanliness, team, departure and Wi-Fi, it is clear that you had a very pleasant stay with us. Your 10/10 recommendation for both the hotel and ALL Platinum is a wonderful compliment. We hope to have the pleasure of welcoming you back to Novotel Munich Airport on your next business trip. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Gordana, A comfortable bed, a quiet room and an easy connection to the airport are certainly a good combination for a family stay. We are pleased that these were among the highlights of your experience, along with our breakfast, cleanliness and the convenience of having the bus stop right at the hotel entrance. It is especially nice to know that the short connection to the terminals, parking and overall comfort made your stay so straightforward. Your 10/10 recommendation and the perfect ratings across all areas are a wonderful reflection of that experience. We hope your family had a great time in Munich and that we will have the opportunity to welcome you again on a future visit. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. M. B., thank you very much for taking the time to share your detailed feedback about your stay at Novotel Munich Airport. We are pleased to hear that you appreciated our convenient location and found our team friendly and supportive. We are also grateful for your positive feedback regarding check-out, our team and the overall cleanliness. At the same time, we sincerely regret that the absence of in-room amenities had such a negative impact on your experience. We fully understand your disappointment, particularly regarding the additional purchase of an amenities kit when you asked about these items. We appreciate your honest comments and understand that this can create an impression that does not reflect the level of hospitality you expect from a Novotel. Your feedback is very valuable to us, especially regarding the balance between our sustainability approach and the guest experience. We will share your comments internally with the relevant departments for further consideration. We are sorry that this aspect overshadowed the otherwise positive parts of your stay, and we hope to have the opportunity to welcome you again and provide a more positive overall experience. Kind regards Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. C., Thank you for your fantastic 100-point review and your perfect 10/10 recommendation. We are glad that our location and the convenient bus connection to the airport made your stay so easy, especially when travelling with friends. It is great to hear that you also enjoyed the sauna, your room and our bar. Knowing that the booking was easy and that you found the overall experience such good value makes your feedback even more rewarding for our team. We hope to see you again the next time your journey brings you through Munich! Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. B., Thank you for sharing your feedback and for your 9/10 recommendation. We are pleased that you found your room and beds comfortable and that the airport transfer was convenient for you. It is also great to hear that our team was very helpful and that you were satisfied with the cleanliness, Wi-Fi and the overall arrival and departure experience. We are sorry, however, that the restaurant was not fully available during your stay due to the event and that you found the food selection limited and not fully in line with the price. We understand that this can be disappointing, particularly when dining options are restricted, and we will share your comments with our restaurant team. Thank you again for your honest feedback. We hope to welcome you and your partner back and provide an even more satisfying experience next time. Borys Kalmykov Guest Experience Manager Novotel Munich Airport

Dear Mr. B., Thank you for your 90-point review and for describing your overall experience as great. We are pleased that you enjoyed your stay and that your arrival, room, cleanliness, team and departure all received full marks. A special thank you for your kind words about our restaurant colleague. We will gladly share your compliment with her – knowing that her friendly and attentive service stood out to you is a wonderful recognition. At the same time, we sincerely apologize that your food was served cold and that the restaurant service felt overwhelmed. This is certainly not the experience we want our guests to have, and we will share your feedback with the restaurant team to address these points. Thank you again for your honest feedback and your 9/10 recommendation. We hope to welcome you back on a future business trip. Borys Kalmykov Guest Experience Manager Novotel Munich Airport