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

Dear Mr. Saim A., Thank you sincerely for staying with us and for taking the time to share your honest and detailed feedback. We truly appreciate you bringing your concerns to our attention, and we are genuinely sorry that your experience did not reflect the level of comfort and care you should have received from us. We are pleased that you enjoyed our convenient location and the surroundings. However, we completely understand how disappointing and frustrating it must have been to experience difficulties with the air-conditioning, especially after informing our team repeatedly over three consecutive days without seeing the issue properly resolved. Being unable to enjoy a comfortable room after a long day is certainly not the experience we would want any guest to have, and for this, please accept our most sincere apologies. We also understand your disappointment regarding the condition and technology of the room, including the television and amenities. We appreciate that these details can have a meaningful impact on the overall comfort of a stay, and we are truly sorry that the facilities did not meet your expectations. Your comments have been taken seriously and will be shared with the relevant teams for careful review and further improvement. Most importantly, we are deeply sorry that the language barrier made it difficult for you to communicate with our Night Team when you needed assistance. We can understand how helpless and frustrated you may have felt when you were trying to explain your concerns but were unable to communicate comfortably and clearly. Every guest should feel heard, understood, and supported, regardless of the time of day, and we sincerely regret that we fell short in this regard. Please be assured that we do not take your feedback lightly. We will use your comments as an opportunity to improve both our facilities and, importantly, the way we communicate and respond to our guests when they need us most. Mr. Saim A., we are truly sorry that your stay left you with these frustrations. We sincerely hope that you might give us another opportunity in the future to restore your confidence in Novotel Phuket Kamala Beach and provide you with the comfortable, attentive, and caring experience you deserved from the very beginning. Warmest regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Juan C. P., Thank you very much for choosing to stay with us and for taking the time to share such kind and encouraging feedback. We are delighted to know that you enjoyed our excellent location and convenient access to the beach, and that our Heartists made your stay smooth, relaxing, and welcoming. We are especially pleased to hear your kind recognition of our Reception team for their helpful and informative service. Your thoughtful comments are truly appreciated and will be shared with the team as a meaningful encouragement. Providing warm, attentive, and genuine hospitality is very important to us, and we are grateful to know that our efforts contributed positively to your stay. It was our pleasure to welcome you, and we sincerely hope to have the opportunity to welcome you back to Novotel Phuket Kamala Beach for another enjoyable and memorable stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Ms. Halima B., Thank you very much for choosing to stay with us and for taking the time to share such thoughtful and detailed feedback. We are truly delighted to know that you enjoyed your comfortable stay in Kamala and, in particular, that our Catering team took such great care of you and paid close attention to your dietary requirements and allergies. Your kind recognition means a great deal to us, and we will certainly share your appreciation with the team. We are also pleased to know that you found your room clean, spacious, and comfortable. At the same time, please accept our sincere apologies for the long wait for the bell service upon arrival. We fully understand how inconvenient this must have been after your journey, and we regret that we did not provide the prompt assistance you should have received. We also sincerely appreciate your comments regarding the pool deck and exterior of the hotel. Your feedback has been noted and will be shared with the relevant teams as we continue working to improve and maintain our facilities to complement the level of service we strive to provide. Thank you once again for your valuable feedback and for recognizing the efforts of our Heartists. We sincerely hope to have the pleasure of welcoming you back to Novotel Phuket Kamala Beach and providing you with an even more seamless and enjoyable experience. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Michael P. V., Thank you very much for choosing to stay with us and for taking the time to share such thoughtful and meaningful feedback. We are delighted to know that you enjoyed our unique beachfront location and that the warm, helpful, and pleasant service from our Heartists contributed to your experience. We are also pleased to hear that the ongoing construction works were well managed and that the measures in place helped minimize the impact during your stay. We sincerely appreciate your kind recognition of our efforts in supporting the prevention of child trafficking and raising awareness of this important cause. Your encouraging words mean a great deal to us and reinforce our commitment to creating a safe, responsible, and caring environment for our guests and community. It was truly our pleasure to welcome you, and we sincerely hope to have the opportunity to welcome you back to Novotel Phuket Kamala Beach for another relaxing and memorable beachfront stay. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Nabil M. S. A., Thank you sincerely for choosing Novotel Phuket Kamala Beach and for taking the time to share your honest and detailed feedback with us. We are pleased to know that you appreciated our beautiful beachfront location and enjoyed our breakfast. However, we are genuinely sorry that the overall condition of the hotel and the comfort of your accommodation left you disappointed. We understand that when choosing a beachfront resort, you expect not only a beautiful location, but also a clean, comfortable, and well-maintained environment in which to relax. Please accept our heartfelt apologies for the dated condition of the room, the uncomfortable bed, and particularly the unpleasant odour you experienced. We fully understand how these issues can affect your sense of comfort and make it difficult to truly enjoy your stay. Your comments regarding cleanliness and general upkeep are especially important to us, and we regret that we did not meet the standard you reasonably expected. We also understand your concerns regarding the distance of the car park from the reception area, the efficiency of our service, and the availability of reception assistance. We appreciate that navigating the property can become frustrating when assistance is not readily available, and we are sorry that this added to your overall experience. Your feedback has been taken seriously and will be shared with the relevant departments for review, particularly regarding room condition, cleanliness, maintenance, guest convenience, and Front Office coverage. While some improvements require time and proper planning, we remain committed to making meaningful progress and ensuring that our guests feel genuinely comfortable and well cared for. Mr. Nabil, we sincerely regret that your stay did not provide the level of comfort and experience you had hoped for. We truly appreciate your honesty, and we hope that in the future we may have the opportunity to welcome you again and demonstrate the improvements we are working towards. Warmest regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Richard J. M., Thank you very much for choosing Novotel Phuket Kamala Beach and for taking the time to share such a thoughtful and wonderful review following your stay with us. We are truly delighted to know that you enjoyed the privacy and comfort of our villas, the beautiful beachfront setting, and the peaceful atmosphere of Kamala. It is especially heartening to hear that you found your stay genuinely relaxing and that the ongoing improvement works did not interfere with your experience. We are also very pleased that you enjoyed the complimentary afternoon snacks provided during your stay. At the same time, we sincerely appreciate your constructive suggestion regarding the afternoon snacks. We completely understand that, after a journey, knowing what complimentary amenities or treats are available can make a meaningful difference, particularly when guests arrive feeling tired or hungry. We are sorry that this was not communicated to you clearly during check-in. Your feedback is very helpful, and we will remind our team to be more proactive in highlighting such benefits and arrangements to our guests upon arrival. Thank you once again for your kind words and valuable feedback. It was an absolute pleasure to have you with us, and we are so pleased that Novotel Phuket Kamala Beach provided you with the peaceful hideaway you were looking for. We sincerely hope to have the privilege of welcoming you back for another perfectly relaxing stay in the future. Warmest regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach