Dear Mr. Jihun L., Thank you very much for choosing to stay at Novotel Phuket Kamala Beach and for taking the time to share your thoughtful feedback with us. We are truly delighted to know that you found our hotel comfortable and enjoyed the beautiful seaside view. It is especially rewarding to read your kind words about our reception team. Your recognition of their sincere hospitality means a great deal to us, and we will be honored to share your compliments with the entire Front Office team. Knowing that you would like to visit us again is the greatest encouragement we could receive. At the same time, we sincerely appreciate you bringing the areas for improvement to our attention. Please accept our heartfelt apologies for the condition of the entrance door, the appearance of the neighboring warehouse, and the worn towels in your room. While we remain committed to our sustainability initiatives, we fully understand that guest comfort and the overall presentation of our property should never be compromised. Your valuable observations have been shared with our Engineering and Housekeeping teams for review and appropriate action to enhance our guests' experience. Thank you once again for your kind support and constructive feedback. We truly appreciate your understanding and look forward to welcoming you back to Novotel Phuket Kamala Beach for an even more enjoyable and memorable stay in the near future. Warm regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Jae H. J., On behalf of the management and the entire team at Novotel Phuket Kamala Beach, I would like to extend our most heartfelt gratitude for choosing to stay with us and for taking the time to share your lovely review. We are absolutely thrilled to read your comment that everything was excellent and wonderful in every way during your stay. Knowing that our Heartists at the Reception desk made such a significant, positive impact on your experience is a great source of pride for us. As Front Office Manager, I am incredibly delighted by your recognition, and I will personally share your compliments with the entire front office team to celebrate their dedication to delivering service from the heart. Your kind support serves as a wonderful motivation for all of us to continue creating memorable and seamless experiences for our valued guests. It would be a distinct privilege to welcome you back to our beachfront resort in the near future for another flawless getaway. Should you require any personal assistance with your future arrangements, please do not hesitate to contact me or our team directly at any time. With warm regards and deepest appreciation, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Mr. Youngil C., On behalf of the entire management team at Novotel Phuket Kamala Beach, I would like to extend my deepest and most sincere apologies for the frustrating experience you encountered during your check-out process. As a valued Accor Plus member, you rightfully expect seamless recognition and flawless service. I am genuinely sorry that we fell short of this standard. We completely understand and sympathize with your frustration regarding the 30-minute delay caused by the restaurant side omitting your membership discount on two of your three bills. It is truly regrettable that our front desk team compounded this issue by requiring your guidance on the calculation, creating an experience that was far from the professional standard we strive to uphold. Please allow me to gently share that while our Accor Plus discounts are applied directly to the core food and beverage items, governmental taxes and service charges are legally excluded from the discount structure. Because this calculation requires separate itemization, adjusting the system manually and executing the correction alongside our necessary refund process unfortunately took a significant amount of time. Nevertheless, we take full responsibility for the delay and the clear need for enhanced training. I have already addressed this matter directly with our Assistant Front Office Manager and our Food & Beverage team to conduct immediate retraining on Accor Plus billing procedures and efficient guest recovery, ensuring our team handles these situations swiftly and accurately in the future. We are deeply grateful for your patience and for correcting our team during the process. Your feedback is invaluable in helping us improve our standards. It would be a distinct privilege to welcome you back to our shores in the near future to provide you with the flawless, premium experience you deserve as our elite loyal member. Should you plan a return visit, please contact me directly so I may personally oversee every detail of your stay. With deepest regret and warmest regards, Krittayoch Ao-lueknuea (Oakwood) Front Office Manager Novotel Phuket Kamala Beach

Dear Ms. Kyeong A. J., Thank you very much for staying with us and for taking the time to share your detailed feedback. We truly appreciate hearing from our guests, as it helps us identify where we must do better. We are sincerely sorry to learn that your experience did not meet your expectations. Please accept our heartfelt apologies for the condition of the room, the discrepancy between the website description and the actual setup, as well as the inconvenience you faced during the reservation process. We also deeply regret the discomfort you experienced during your stay, including the hygiene concerns and the impression you had of our facilities. This is certainly not the level of comfort or service we aim to provide. Your comments have been taken very seriously. We are reviewing our room standards, housekeeping procedures, pest control measures, and staff training to ensure these issues are properly addressed and do not occur again. Additionally, your feedback regarding the hotel entrance and overall first impression has been shared with our management team for immediate improvement. We truly regret that we were unable to provide you with the experience you deserved, and we appreciate your honesty in bringing these matters to our attention. Should you consider giving us another opportunity in the future, we would be grateful for the chance to restore your confidence and deliver the quality of service that reflects our brand values. Thank you again for your valuable feedback. We sincerely wish you well and hope to stay in touch. Warm regards, Krittayoch Ao-lueknuea (Oak) Front Office Manager Novotel Phuket Kamala

Dear Ms. Myung H. K., Thank you very much for choosing to stay with us and for sharing your wonderful feedback. We are delighted to hear that you enjoyed the beautiful views, the beach, and the sunsets, as well as the convenience of our reservation process. It is also great to know that you enjoyed the lunch menu and the breakfast restaurant with its stunning views. We appreciate your suggestion regarding more variety for side dishes, and we will share this with our culinary team to enhance our dining experience for future guests. Your kind words mean a lot to us, and we look forward to welcoming you back to Novotel Phuket Kamala for another memorable and enjoyable stay. Warm regards, Krittayoch Ao-lueknuea (Oak) Front Office Manager Novotel Phuket Kamala