Dear Mr. Shane M. D., Thank you very much for choosing to stay with us and for taking the time to share your wonderful feedback. We are delighted to know that you had a comfortable and enjoyable stay and that you appreciated the amazing views, our lovely team, and the peaceful surroundings. Your kind recommendation means a great deal to us. We are especially grateful for your recognition of our room cleaning team and pool cleaner. We will certainly share your kind words with them, as such appreciation is a wonderful encouragement and motivation for our Heartists. Thank you once again for your kind support. We sincerely look forward to welcoming you back to Novotel Phuket Kamala Beach for another relaxing and memorable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Ms. Kirti V., Thank you very much for choosing to stay with us and for taking the time to share your honest and detailed feedback. We are sincerely sorry to learn that your experience did not meet your expectations. We fully understand your frustration, particularly regarding the communication about the electricity interruption. We regret that the information did not reach you at the appropriate stage of your booking, and we understand how this could have affected your confidence in your stay. We sincerely apologize for the inconvenience and disappointment caused. We are also very sorry to hear that you found the room not reflective of the value you expected and that the attitude and communication from our team did not make you feel genuinely welcomed. This is certainly not the level of warm and attentive hospitality we aim to provide. Your comments regarding our team's friendliness, body language, and service attitude are important, and we will use this feedback to reinforce the importance of being welcoming, attentive, and professional at all times. We also regret the inconvenience caused by the equipment issue during your stay. We understand that having something stop working can be particularly frustrating, especially when combined with the other concerns you experienced. While we are pleased that you appreciated the ocean view, we are truly sorry that the overall experience did not provide the value and comfort you expected. Your feedback has been taken seriously, and we are committed to improving both our communication and service standards. We sincerely hope that you will give us another opportunity in the future to provide you with the welcoming and comfortable experience you deserve. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Ms. Florencia N. C., Thank you very much for choosing to stay with us and for taking the time to share your wonderful feedback. We are truly delighted to know that you enjoyed your two-night stay and were able to fully relax and feel like you were on holiday with us. It is especially heartwarming to hear your kind compliments about our food, the comfortable mattress, the beautiful beach, and the views. Your lovely words are a great encouragement to our entire team. We are very grateful for your appreciation and will be delighted to share your compliments with our Heartists. Thank you once again for your kind support. We sincerely look forward to welcoming you back to Novotel Phuket Kamala Beach for another perfect and memorable holiday. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Mr. Alexander W., Thank you very much for staying with us and for taking the time to share such detailed and honest feedback about your experience. We are truly sorry and deeply regret the difficulties and disappointment you and your husband experienced during your stay. We can fully appreciate how challenging it must have been for both of you, particularly as you had kindly checked with us before making your reservation to ensure that the hotel would be suitable for your husband’s mobility needs. We sincerely understand how upsetting it must have felt when the facilities and access were not as convenient or suitable as you had expected. We are especially sorry to hear that moving around the hotel became difficult due to the size of the lift, the step into the room, and the accessibility of the swimming pool and beach. While we are glad that our team was able to arrange a small ramp for your room, we fully appreciate that this was only a temporary solution and did not provide the level of accessibility and comfort you should have been able to expect. We are also very sorry that the surrounding access made you feel unable to leave the hotel comfortably. We understand that being able to move around freely and enjoy the destination is an important part of a holiday, and we genuinely regret that this affected your overall experience. At the same time, we are sincerely grateful for your kind words about our friendly and helpful team, comfortable beds, and the dining room and Sunset Bar. We are pleased that our Heartists were able to provide some comfort and assistance during your stay, and we will certainly share your appreciation with them. Please accept our heartfelt apologies that we did not provide the level of accessibility and convenience that you and your husband deserved. Your feedback is extremely important to us, and we will take it seriously, particularly regarding how we communicate accessibility information to guests before arrival and how we can continue to improve the experience for guests with mobility needs. Thank you again for bringing these concerns to our attention. We sincerely hope that, despite the difficulties you experienced, you will consider giving us another opportunity in the future to provide you and your husband with a more comfortable, welcoming, and enjoyable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Mr. Basim A. M.. H., Thank you for taking the time to share your detailed feedback with us. We sincerely regret to learn that your stay at Novotel Phuket Kamala Beach did not meet your expectations and, most importantly, that you felt disappointed enough to leave the hotel earlier than planned. Please accept our sincere apologies for the disappointment regarding the room view. We fully understand that the view can be an important part of the experience when choosing a beachfront hotel, and we are truly sorry that the room assigned to you did not meet the expectations you had when making your reservation. We are equally concerned to hear about your experience with our Front Desk team. Our Heartists are expected to be welcoming, attentive, and supportive, particularly when a guest takes the time to raise a concern. We sincerely apologize if our communication or approach made you feel that your concerns were not properly heard or supported. This is certainly not the level of hospitality and guest care that we strive to provide. Your feedback has been taken seriously and will be shared with the relevant teams and management so that we can review what happened and identify areas where we can improve, particularly in how we communicate with and assist guests when concerns are raised. We truly appreciate you bringing this matter to our attention. We understand your disappointment and sincerely regret that we were unable to provide the experience you expected from Novotel. We hope that, should you give us another opportunity in the future, we will be able to restore your confidence and provide the warm, attentive hospitality that you deserve. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Mr. Nikiolai P., Thank you very much for your continued loyalty to Novotel Phuket Kamala Beach and for taking the time to share such thoughtful and detailed feedback. It truly means a great deal to us to know that you continue to choose our hotel whenever you visit Phuket. We are delighted that you appreciate our peaceful location, atmosphere, cuisine, service, beautiful beach, and the convenience of the surrounding area. We also sincerely appreciate your understanding and positive attitude toward the ongoing renovation and improvement works. Your support and understanding are especially meaningful to us as we continue working to enhance our rooms and facilities for the future. We are particularly grateful for your suggestion regarding additional recognition for our regular guests. We completely understand how meaningful it is to feel genuinely valued and part of the Novotel family. Please be assured that we will share your thoughtful suggestion with our management team for consideration. Thank you once again for your continued trust, loyalty, and support. It is always a pleasure to welcome you back, and we very much look forward to having you with us again on your next visit to Phuket. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Johannes P. P., Thank you very much for choosing to stay with us and for taking the time to share such thoughtful and detailed feedback. We are delighted to know that you enjoyed our beautiful location, friendly and capable Heartists, and our facilities. It is wonderful to hear that you had such a fantastic experience with us. At the same time, we sincerely appreciate your constructive suggestions regarding our breakfast selection. We completely understand your desire for greater variety, particularly with the Western options, cold cuts, cereals, baked beans, and additional savory choices. We are sorry if the selection during your stay felt repetitive. Your feedback is very valuable, and we will certainly share your suggestions with our Food & Beverage team for their consideration when reviewing and developing our breakfast offerings. Thank you once again for your kind words and constructive feedback. We truly appreciate your support and hope to have the pleasure of welcoming you back to Novotel Phuket Kamala Beach for another enjoyable stay, with even more variety to look forward to at breakfast. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Valued Guest, Thank you for taking the time to share your detailed feedback. While we are pleased that you enjoyed our beachfront location, I am genuinely sorry that the overall experience, particularly our food quality and service, fell short of your expectations. Your comments regarding the meals and how your concerns were handled are particularly disappointing. Regardless of the circumstances, we should have responded more proactively and focused on finding a satisfactory solution rather than leaving you with the impression that we were simply providing explanations. I am also very concerned to read that you did not feel particularly welcome and questioned whether your experience was related to being an Indian guest. Please be assured that we welcome and value guests from every nationality and background equally. Nevertheless, the fact that your interactions with us left you feeling otherwise is something we take seriously, and we have addressed this feedback directly with our team. We have reviewed the other points you raised regarding your arrival experience, special request and transportation arrangements as well. While there were circumstances behind some of these situations, we recognize that our communication and approach could have been more thoughtful and solution-oriented. Thank you for raising these concerns constructively. Your feedback has been discussed with our management and relevant teams, with particular focus on food quality, communication and service recovery. We sincerely hope we may have an opportunity in the future to provide you and your family with the warmer and more welcoming Novotel experience you should expect. Warm regards, Pataraseth Pokinbenjarasamee (Yu) General Manager

Dear Mr. Molin K., Thank you for taking the time to share your detailed feedback following your stay with us. We sincerely regret that your experience did not meet your expectations, particularly regarding the food and beverage experience, service, construction noise, and the overall condition of some areas of the hotel. We fully understand your disappointment, especially concerning the ongoing pool enhancement works. We sincerely apologize for any inconvenience and disturbance caused by the construction noise. We also acknowledge your feedback regarding the importance of clearly communicating such works to guests prior to arrival, and we will continue to ensure that this information is communicated as transparently as possible. We are equally sorry to hear that you felt our service did not meet the standards you expected as an ALL Platinum member. Your comments regarding the rooftop bar, restaurant service, and cleanliness of the corridors have been noted and will be shared with the respective teams for immediate review and improvement. At the same time, we are grateful for your kind recognition of our Heartists at the rooftop bar and Khun Top at the restaurant. Your appreciation will certainly be shared with them and will serve as valuable encouragement. We truly value your loyalty to Accor and regret that we were unable to provide the level of experience you deserved on this occasion. Your feedback is important to us and will help us identify areas where we can do better. We sincerely hope that you will give us another opportunity in the future to restore your confidence and provide you with the warm, attentive, and comfortable stay you rightly expect from us. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Christopher Paisarn S., Thank you very much for taking the time to share such a thoughtful and detailed review following your stay with us. We are truly delighted to know that you enjoyed the peaceful atmosphere of Novotel Phuket Kamala Beach, particularly the beautiful bay views from our Ocean View rooms. Your description of enjoying the sea breeze from the room and watching the waves and surfers in the morning is wonderful to hear, and we are very pleased that our surroundings helped create such a relaxing experience for you. We are also grateful for your kind compliments regarding our Heartists and breakfast. It is especially heartwarming to know that you found our team friendly and helpful, and we will certainly share your appreciation with everyone. At the same time, thank you for highlighting the concerns regarding the shower facilities. We sincerely appreciate your thoughtful suggestion regarding the lack of a handrail and shower curtain. We understand how these details can affect both comfort and safety, and your feedback will be shared with the relevant team for careful consideration and improvement. Thank you once again for your kind words and valuable feedback. We are delighted to know that you enjoyed your stay and, most importantly, that you are looking forward to returning. It would be our genuine pleasure to welcome you back to Novotel Phuket Kamala Beach and provide you with another peaceful and memorable experience. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Christopher Sasitorn S., Thank you very much for taking the time to share your feedback following your stay with us. We are pleased to know that you had a comfortable stay and found our hotel a good choice for your visit. We sincerely apologize for the inconvenience you experienced with the guest elevator and fully understand how inconvenient it must have been to use the freight elevator instead. Please rest assured that we take your feedback seriously and will continue to work with our relevant teams to ensure that our facilities are maintained and available for our guests as smoothly as possible. We are especially grateful for your kind recognition of Khun Top. It is wonderful to hear that you found him friendly and attentive in taking care of our guests. We will certainly share your kind words with him, as such recognition is a great encouragement to our team. Thank you once again for your valuable feedback and for choosing Novotel Phuket Kamala Beach. We sincerely hope to have the pleasure of welcoming you back and providing you with an even more comfortable and enjoyable stay next time. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Christopher J. D., Thank you very much for taking the time to share such wonderful and detailed feedback following your stay with us. We are truly delighted to hear that you enjoyed our peaceful location at the quieter end of Kamala Beach, as well as the beautiful sea views from your room. It is especially pleasing to know that you found your room well appointed and enjoyed the bath, and that our daily housekeeping service met your expectations. We sincerely appreciate you also bringing the condition of some of our pool towels to our attention. Please accept our apologies for any disappointment this may have caused. We have taken note of your comments and will ensure that the condition of our pool towels is reviewed carefully and that those no longer meeting our standards are promptly replaced. We are also pleased that the information regarding our towel and linen refresh policy was clear and appropriately communicated. Thank you once again for your kind feedback and for choosing Novotel Phuket Kamala Beach. We truly appreciate your support and hope to have the pleasure of welcoming you back for another peaceful and enjoyable stay in the future. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Ms. Maral B., Thank you very much for choosing to stay with us and for taking the time to share your detailed feedback. We are pleased to know that, overall, you found your stay good, while we sincerely regret the aspects that caused you inconvenience and disappointment. Please accept our sincere apologies regarding the cleanliness of the shared areas, particularly the corridors and entrance area. We also deeply regret your unpleasant experience with the elevator. We fully understand how distressing it must have been to be stuck inside, even for a few minutes, and we appreciate you bringing this matter to our attention. We will reinforce our checks and follow-up with the relevant teams to help prevent such incidents from recurring. We are also sorry to hear that your dining experience did not meet your expectations, particularly regarding the chicken, pricing, and coffee machine. Your comments have been taken seriously and will be shared with our Food & Beverage team for review and improvement. Thank you again for your honest feedback. We truly value your comments as they help us identify areas where we can do better. We sincerely hope to have the opportunity to welcome you back and provide you with a much more comfortable and enjoyable experience. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. William P. B., Thank you very much for choosing to stay with us and for taking the time to share your thoughtful feedback. We are delighted to hear that you enjoyed the comfort of your room, the lovely view, and the friendliness of our Heartist team. It is especially pleasing to know that you had a relaxing five-night stay in our One Bedroom Pool Villa. We sincerely appreciate your constructive comments regarding the breakfast selection and the limited variety throughout your stay. We understand how important it is to have fresh and varied choices, particularly when staying for several nights, and we are sorry that the selection did not provide enough variety for you. Your feedback will be shared with our Food & Beverage team for further review. We also appreciate your observation regarding the quiet atmosphere at the bar. While the atmosphere can naturally vary depending on occupancy, we understand your expectation for a livelier experience and will continue looking for ways to enhance our offerings and create a more enjoyable atmosphere for our guests. Thank you again for your valuable feedback. We sincerely hope to have the pleasure of welcoming you back to Novotel Phuket Kamala Beach for another relaxing and enjoyable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Valued Guest, Thank you for taking the time to share your feedback following your recent stay. We are sorry that the current pool enhancement works had such a significant impact on the relaxing experience you had expected. While our swimming pools remain operational throughout the phased works, we fully understand that the daytime activity and surrounding environment may not have provided the experience you were looking for, and we respect your decision to shorten your stay. We have carefully reviewed your comments regarding the room allocation, breakfast experience and overall service with the respective teams. Your feedback is valuable to us, particularly as we continue to focus on maintaining our service and operational standards throughout the enhancement period. We are especially sorry to learn that this experience left you disappointed as a long-standing ALL Platinum member. We sincerely appreciate your loyalty to Accor and regret that your experience on this occasion did not reflect the stay you had expected from us. Thank you again for sharing your feedback. Kind regards, Pataraseth Pokinbenjarasamee (YU) General Manager Novotel Phuket Kamala Beach

Dear Mr. Yi B. H., Thank you very much for choosing to stay with us and for taking the time to share such wonderful feedback. We are truly delighted to hear that you had a perfect stay at Novotel Phuket Kamala Beach and enjoyed our beautiful beachfront location. It is wonderful to know that you appreciated the peaceful atmosphere of Kamala Beach, the beachfront views from your room, our breakfast, rooftop bar, and beachfront swimming pool. We are especially pleased that our welcoming Heartist team helped make your getaway enjoyable and memorable. Your kind words mean a great deal to our entire team and are a wonderful encouragement for us to continue providing warm and attentive hospitality. Thank you once again for your generous feedback. We sincerely hope to have the pleasure of welcoming you back to Kamala Beach for another relaxing and memorable escape. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Muhammad N. S., Thank you very much for choosing to stay with us and for taking the time to share your wonderful feedback. We are truly delighted to hear that you had a comfortable stay and enjoyed a lovely time at Novotel Phuket Kamala Beach with your family. We are especially pleased to know that you appreciated the care and attention provided by our Heartist team. Creating a warm, comfortable, and welcoming environment for families is very important to us, and your kind words are a wonderful encouragement to our entire team. We are very happy to see your positive review, as feedback like yours can help other guests feel more confident when choosing to stay with us. It also reassures us that our commitment to paying attention to every detail and enhancing the guest experience is being recognised. Thank you once again for your trust and kind appreciation. We sincerely hope to have the pleasure of welcoming you and your family back to Novotel Phuket Kamala Beach for another memorable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Jakob M., Thank you very much for staying with us and for taking the time to share such detailed and constructive feedback. We are pleased to know that you enjoyed the beautiful ocean views, breakfast, and especially the comfort of our beds. It is wonderful to hear that they were among the best you experienced during your trip to Thailand. At the same time, please accept our sincerest apologies for the disappointing experience during your first night. We fully understand how uncomfortable it must have been to find the room affected by high humidity, particularly with the bedding and other items feeling damp. We are also sorry that the room condition and lack of natural sunlight affected your overall impression of the stay. We appreciate your understanding in allowing our team to arrange a room change for your second night. Regarding the refund for the first night, please kindly note that we have already completed our internal documentation process and have requested our bank to process the refund back to your credit card. As previously confirmed with you personally on the day you requested the folio details, the refund process may take approximately 14–21 days, depending on the bank and card issuer’s processing time. We have also taken note of your comments regarding the room condition, breakfast information, and the refrigerator in Room 515. In particular, your concern regarding the refrigerator has been shared with our relevant team for immediate attention, as guest safety is always of the utmost importance to us. Your feedback regarding room allocation and value for money is equally appreciated. We are sorry that the room experience did not meet the standard you expected from us, and we will use your comments to review how we can provide a more comfortable and consistent experience for our guests. Thank you once again, Mr. M., for your honest feedback and for giving us the opportunity to address your concerns. We sincerely hope that we will have the privilege of welcoming you back in the future and providing you with the experience you originally expected from Novotel Phuket Kamala. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala

Dear Ms. Natasa D., Thank you very much for choosing to stay with us and for taking the time to share your kind feedback. We are delighted to hear that you enjoyed our hotel, attentive service, clean swimming pool, and the convenience of being just a few steps away from the beautiful beach. We are very happy to receive your positive review, as feedback like yours can help other guests make a more confident decision when choosing Novotel Phuket Kamala Beach. It also reassures us that our commitment to paying attention to every detail and enhancing the guest experience is being recognised and appreciated. Your kind words are truly meaningful to our entire Heartist team and encourage us to continue providing warm, genuine, and attentive hospitality. We sincerely hope to have the pleasure of welcoming you back again soon for another relaxing and memorable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach