Dear Genevieve L., Thank you for taking the time to share your feedback following your recent stay with us. Please accept our sincere apologies that your experience did not meet the standards you have come to expect from our hotel, particularly having stayed with us previously. We are truly sorry to hear about the various maintenance issues you encountered in both rooms, including the faulty televisions and toilets, stained carpets and damaged shower fittings. We fully appreciate your disappointment, especially as these issues significantly affected your comfort and overall experience. Your comments regarding the condition, décor and furnishings of our rooms are also taken very seriously. We understand how disappointing it must have been to notice such a decline in standards since your previous visit, and we sincerely regret that we fell short of your expectations. We are, however, pleased to hear that our team made a positive impression through their attentive service and that you found our location convenient. Your kind words will certainly be shared with the team. Please be assured that your feedback has been shared with our management and maintenance teams for review and follow-up. We genuinely value your loyalty to Accor and are sorry that this stay has affected your confidence in recommending our hotel. We hope you will give us another opportunity in the future to restore your confidence and provide you with the quality of experience you should rightly expect. Sincerely, Katie Walsh Guest Service Manager

Dear David W., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager

Dear Ravi S., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager

Dear Robin S., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager

Dear Emma C., Thank you so much for taking the time to share your feedback and for choosing Novotel for your family stay. We are delighted to hear that you enjoyed our warm welcome, spotless accommodation and fantastic pool. It is wonderful to know that our location made it easy for you and your family to explore the area. We truly appreciate your positive ratings and recommendation. Your comments are a great encouragement to our team. We have also noted your feedback regarding breakfast, accommodation and sustainability, as we continuously strive to improve our guests' experience. We hope to have the pleasure of welcoming you and your family back to Novotel for another enjoyable stay in the near future. Sincerely, Katie Walsh Guest Service Manager

Dear Helen N., Thank you so much for your lovely feedback and for taking the time to share your experience with us. We’re delighted to hear that you and your family enjoyed your stay, especially the swimming pool, breakfast selection and spacious, clean rooms. It’s great to know that our 12 noon check-out helped make your morning more relaxing too. We really appreciate your recommendation and look forward to welcoming you and your family back again soon! Sincerely, Katie Walsh Guest Service Manager

Dear Alasdair M., Thank you for your feedback. Firstly, please accept our sincere apologies for the frustration and inconvenience caused by the booking process and the delay in receiving a response to your complaint. We would like to reassure you that we have now been in touch with you directly to address the matter. We are very sorry that our central reservations team was unable to resolve your issue at the time and that this resulted in such a disappointing experience. We understand how frustrating this must have been, particularly when you were expecting a response and resolution much sooner. Please be assured that we take your feedback seriously and appreciate you bringing this to our attention. Thank you for your patience and for giving us the opportunity to follow up with you directly. We hope to have the opportunity to restore your confidence in Novotel in the future. Sincerely, Katie Walsh Guest Service Manager

Dear Ildiko A., Thank you very much for taking the time to share your lovely feedback. We are delighted to hear that you enjoyed your stay with us and appreciated the kindness of our team, the breakfast selection and the comfort of our rooms. It is especially rewarding to know that our team made such a positive impression. Your kind words and excellent ratings are a wonderful encouragement to all of us. We hope to have the pleasure of welcoming you back to Novotel on your next visit! Sincerely, Katie Walsh Guest Service Manager

Dear Lois M., Thank you very much for your fantastic feedback and perfect overall rating. We are delighted to hear that you enjoyed your stay, particularly our convenient location, comfortable and quiet rooms, and breakfast selection. It is wonderful to know that you would recommend us and look forward to staying with us again. Thank you also for your comment regarding the coffee. We appreciate your feedback and will certainly take it into consideration as we continue to improve our breakfast experience. We look forward to welcoming you back to Novotel on your next visit! Sincerely, Katie Walsh Guest Service Manager

Dear Dermot C., Thank you very much for your wonderful feedback and continued loyalty to Novotel. We are delighted to hear that you always look forward to returning and that you once again enjoyed a smooth and pleasant stay. It is particularly lovely to know that our entire team made you feel welcome, as your kind words are a great encouragement to everyone. Thank you also for your suggestion regarding soft drinks in the room. We appreciate you sharing your thoughts, as guest feedback helps us continually improve our services. We truly appreciate your loyalty as an ALL Silver member and look forward to welcoming you and your partner back again very soon! Sincerely, Katie Walsh Guest Service Manager

Dear Colin C., Thank you very much for your fantastic review and perfect ratings. We are delighted to hear that you and your family had such an enjoyable stay at Novotel London Blackfriars. It is wonderful to know that you appreciated our comfortable rooms, high standards of cleanliness and excellent value for money. We are also pleased that our central location made it easy for you to explore London and enjoy the nearby theatres and attractions. Your kind recommendation means a great deal to us, and we truly appreciate you choosing to stay with us. We look forward to welcoming you and your family back to Novotel London Blackfriars for another memorable stay! Sincerely, Katie Walsh Guest Service Manager

Dear Peter G., Thank you very much for your fantastic feedback and perfect overall rating. We are delighted to hear that you enjoyed your stay, particularly our convenient location, comfortable and quiet rooms, and breakfast selection. It is wonderful to know that you would recommend us and look forward to staying with us again. Thank you also for your comment regarding the coffee. We appreciate your feedback and will certainly take it into consideration as we continue to improve our breakfast experience. We look forward to welcoming you back to Novotel on your next visit! Sincerely, Katie Walsh Guest Service Manager

Dear Louise M., Thank you for taking the time to share your feedback following your recent stay with us. We are sincerely sorry to learn that your experience did not meet your expectations. We particularly regret that the service you received felt impersonal and that we missed the opportunity to make your birthday stay more special. We apologise that your room request was not fulfilled and that no acknowledgement was made of the special occasion you had highlighted in your booking. We also understand your disappointment regarding the lack of information about breakfast and the insufficient supplies in your room. These are important details that should have been handled with greater care and attention. Your comments regarding our team's approach, particularly at check-in and check-out, have been noted and will be shared with the relevant departments. We fully recognise that warm, personalised service and attention to our guests' requests are essential to delivering a memorable experience. Please accept our sincere apologies for the disappointment caused, especially on what should have been a special occasion. We hope you will give us another opportunity to restore your confidence in our hotel and provide you with the welcoming experience you rightly expected. Sincerely, Katie Walsh Guest Service Manager

Dear Natanja S., Thank you for taking the time to share your feedback. Please accept our sincere apologies for the frustration you experienced during your stay, particularly regarding the invoice and the noise disturbance. Regarding the invoice, my colleague has now provided the details to your manager. I can see that an invoice was sent to the email address we had on file at the time of checkout; however, it is possible there was an error in the email address recorded. I apologise for the inconvenience this has caused and for the lack of assistance you received when you followed up with us by phone. I have also followed up with the team member you spoke with at checkout to better understand what happened and to help ensure we handle similar situations more effectively in the future. With regard to the noise you experienced on your first morning, I am sorry that this was not followed up to your satisfaction. We understand how disruptive this must have been and appreciate you bringing it to our attention. We are disappointed to hear that your experience has affected your impression of our hotel, but we genuinely hope you will consider giving us another opportunity to welcome you back. Should you decide to stay with us again, please feel free to email us in advance so that I can personally help ensure your stay is as smooth and comfortable as possible. Thank you again for your feedback, and please accept our apologies for the shortcomings in service you encountered. Sincerely, Katie Walsh Guest Service Manager

Dear Mathew L., Thank you for your continued loyalty and for taking the time to share your feedback. We’re very sorry that the breakfast fell so far below your expectations, particularly given your previous positive experiences with us. We take your comments regarding the quality of the ingredients seriously and appreciate you bringing this to our attention. We’re also sorry to hear about the difficulties you experienced when booking your suite through the ALL Accor app. Our team is one of our strengths, and we’re pleased to hear they looked after you well. We have contacted you directly to obtain further information about your experience and better understand where we can improve. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a much-improved experience on your next visit. Sincerely, Katie Walsh Guest Service Manager

Dear Geert B., Thank you for taking the time to share your detailed feedback following your recent business stay with us. We are delighted to hear that you appreciated our team's friendliness and service, the comfort of our rooms, and the variety offered at our breakfast buffet. We are especially pleased to know that our reception colleague made such a positive impression and provided thoughtful assistance during your arrival. We will be sure to share your kind words with the team. We sincerely apologise for the inconvenience caused by the broken coffee machine at breakfast. Unfortunately, we were unable to replace it immediately, but please be assured that this was addressed as soon as it was possible. We understand that this may have caused unnecessary queuing, and we appreciate your patience and understanding. We also thank you for bringing the details regarding the bedside table and room service tray to our attention. We are sorry that these aspects fell short of our usual standards, and your comments will be shared with the relevant teams to help us improve our attention to detail. Thank you again for your valuable feedback and recommendation. We look forward to welcoming you back and providing you with an even better experience on your next visit. Sincerely, Katie Walsh Guest Service Manager

Dear Maria C., Thank you so much for your wonderful review! We are delighted to hear that you and your children had such a lovely weekend with us. It is a pleasure to know that our team could make your stay extra special by arranging an early check-in and a room upgrade to meet your wishes. We’re also thrilled that you enjoyed the pool, the delicious pizzas and pasta at MAM, and the cleanliness and convenient location of our hotel. Your kind words about our reception team and restaurant colleagues mean a great deal to us. We will be sure to share your compliments with the team, especially the reception colleague you mentioned and our wonderful restaurant staff. Thank you for your continued loyalty as an ALL Silver member. We truly appreciate your trust and recommendation, and we look forward to welcoming you and your children back for another memorable stay. Sincerely, Katie Walsh Guest Service Manager

Dear Susanna N. F., Thank you for your wonderful feedback and for rating your stay so highly. We’re delighted to hear that you found our hotel clean, comfortable, and well located. We appreciate your positive comments about our team, breakfast, and overall experience. Thank you also for highlighting the ease of access and Wi-Fi as areas for improvement. Your feedback is valuable to us as we continue to enhance our guests’ experience. We hope to have the pleasure of welcoming you back for another comfortable stay in the near future. Kind Regards, Katie Walsh Guest Service Manager

Dear Shannon G., Thank you for taking the time to share your lovely feedback following your recent stay with us. We are delighted to hear that you enjoyed our convenient location, spacious and clean accommodation, and the facilities our hotel has to offer. It is wonderful to know that you felt comfortable and relaxed during your visit and that we helped make your break in London extra special. We also appreciate your comments regarding the noise outside your window and apologise for any disturbance this may have caused. Your feedback is valuable to us as we continually strive to improve our guests’ experience. Thank you for your kind recommendation and loyalty as an ALL Accor member. We look forward to welcoming you back on your next visit to London and providing you with another enjoyable stay. Sincerely, Katie Walsh Guest Service Manager