Dear Jerome H., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed our hotel and its convenient location, as well as the service provided by our team. We also appreciate your positive ratings for your arrival, accommodation and departure. However, we sincerely apologise for the stains you encountered on the carpet in your room. This is not the standard of cleanliness we aim to maintain, and we understand your disappointment. Your comments have been shared with our housekeeping team so that the matter can be addressed appropriately. We also appreciate your feedback regarding the WiFi connection speed and will take this into consideration as we continue to improve our services. Thank you once again for your valuable feedback and for choosing Novotel. We hope to have the opportunity to welcome you again and provide you with an improved experience. Sincerely, Katie Walsh Guest Service Manager

Dear Judy B., Thank you for taking the time to share your detailed feedback following your recent family stay with us. We are pleased to see that you enjoyed our convenient location, comfortable accommodation, swimming pool and sauna, and that you rated your arrival and check-in experience 100/100. We also greatly appreciate your positive feedback regarding our accommodation, cleanliness, team and check-out experience. At the same time, I would like to sincerely apologise for the aspects of your stay that caused disappointment. Regarding the swimming pool reservations, I completely understand your frustration. We are currently trialling a new approach whereby pool bookings are no longer required, with the aim of making access to the pool more convenient and providing a better and more flexible experience for our guests. We very much hope that this new arrangement will address the concerns you experienced during your stay. I would also like to apologise for the incident involving the floor manager entering your room without knocking. I fully understand why this would have been concerning, particularly as you were inside the room at the time. This is certainly not the experience we wish to provide our guests, and we will ensure your feedback is shared with the relevant management team so that the appropriate procedures and communication are reinforced. Thank you also for highlighting the issue with mould in the shower. We are sorry that this was not identified and addressed before your arrival, and we will raise this with our Housekeeping and Maintenance teams for immediate attention. We have also noted your feedback regarding the Wi-Fi connection and value for money, and these comments will be taken into consideration as we continue to improve our services. We truly appreciate your positive comments as well as your constructive feedback. Your observations are very valuable to us and help us identify areas where we can improve the guest experience. We hope to have the pleasure of welcoming you and your family back to Novotel in the future and providing you with an experience that better reflects the standards we aim to achieve. Sincerely, Katie Walsh Guest Service Manager

Dear Louise O., 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 Moya M. N., 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 Dayna B., 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 Jaime C. G., 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 Raymond D., Thank you so much for such a wonderful and heartfelt review. We are absolutely delighted to hear that Novotel London Blackfriars stood out among the many Accor hotels you have stayed at in London. It is fantastic to know that our team made such a positive difference throughout your stay, from arrival to departure, and that you enjoyed your Executive Premium room and private balcony with its view of The Shard. Your kind words about our reception, room service, and bar teams mean a great deal to us. We will be sure to share your feedback with the entire team, as recognition like this is incredibly motivating. Thank you once again for choosing to stay with us and for recognising the hard work of our team. We hope to have the pleasure of welcoming you back to Novotel London Blackfriars very soon! Sincerely, Katie Walsh Guest Service Manager

Dear Denise J., Thank you for taking the time to share your feedback following your family stay with us. We are pleased to hear that you enjoyed our convenient location, found the room comfortable, and had positive experiences with members of our reception and bar and restaurant teams. We will be happy to share your kind comments with them. We are also glad that you found the booking process through the ALL Accor App easy and that you were satisfied with your arrival and check-out experiences. We are, however, very sorry for the inconvenience caused by the water leak from the room above. We understand how disruptive it must have been to experience this during your stay and subsequently have to move rooms. Please accept our sincere apologies. We are also following up on the matter to help prevent similar incidents in the future. We are disappointed to hear that some interactions with our team did not meet the level of service we aim to provide. Our guests should always feel welcomed and treated with courtesy, and we will address your comments with the relevant team members. Thank you also for pointing out the dust on the glass shelves. While we are pleased that you found the room generally clean, we will reinforce the importance of attention to detail with our housekeeping team. We truly appreciate your constructive feedback and hope that, should you choose to stay with us again, we will have the opportunity to provide you with a smoother and more enjoyable experience. Sincerely, Katie Walsh Guest Service Manager

Dear Sudhakar G., Thank you for taking the time to share your detailed feedback with us. We are pleased to hear that you found your room clean, comfortable and enjoyable, and that you were happy with the service provided by Azhar at reception. We will certainly share your kind words with him. We are sincerely sorry, however, that the bathroom did not meet your expectations, particularly regarding the unpleasant smell and the cleanliness of the floor. We fully understand your disappointment, especially as you had contacted us before your stay specifically regarding cleanliness. This is certainly not the experience we wanted you to have, and we will follow up with our housekeeping and maintenance teams to ensure these points are properly addressed. Regarding the bathroom design and privacy, we understand your concern. We would like to reassure you that we do have an option to cover the glass wall between the bathroom and bedroom upon request, and our team would be happy to arrange this for guests who prefer additional privacy. With regard to the bathmats, we do provide a small floor towel/mat in the bathroom. The rubber bathmats are available upon request specifically for use inside the shower. We are sorry if this was not clearly communicated during your stay and understand your expectation regarding having the appropriate mat available. We truly appreciate your constructive comments, as they help us identify where we need to improve. Please accept our sincere apologies for the shortcomings you experienced. We hope to have the opportunity to welcome you back and provide you with the comfortable and pleasant stay you expected. Sincerely, Katie Walsh Guest Service Manager

Dear Zaher A., Thank you for sharing your feedback with us. We’re delighted to hear that, apart from this issue, you had a great stay and enjoyed your experience with us. We’re sorry to hear that the lights and sounds from the toilet were disruptive and understand how this could have been annoying, especially during the night. We will certainly follow up with our team to look into this and see how we can improve the experience for our guests. Thank you again for your feedback, and we hope to have the pleasure of welcoming you back soon! Sincerely, Katie Walsh Guest Service Manager

Dear Lynn K., 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 Aytek T., Thank you so much for your kind feedback! We’re delighted to hear that you loved everything overall. We sincerely apologize that the carpets were not cleaned to the standard you expected. We truly appreciate you pointing this out and will make sure it’s addressed and improved going forward. We hope to welcome you again soon! Sincerely, Katie Walsh Guest Service Manager

Dear Sharon O., 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 David C., 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 Mohammed J. A., 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 Che K. C., Thank you very much for taking the time to share your feedback with us. We are delighted to hear that you found our staff friendly and helpful, and especially appreciate your kind words about Victoria at the front desk. We will be sure to share your compliments with her. Regarding the email you received, we sincerely appreciate you bringing this matter to our attention. For us to investigate this further and ensure the security of our guests’ information, could you please confirm the email address that contacted you? This will allow our team to review the matter and take the appropriate action. We understand your concern regarding online check-in requests and the importance of protecting our guests’ personal information. Please rest assured that we take matters relating to privacy and cybersecurity very seriously, and we will review this with our relevant team. Thank you again for bringing this to our attention and for your valuable feedback. We truly appreciate your trust and hope to welcome you back again in the future. Warm regards, Katie Walsh Guest Service Manager

Dear Lorraine T., 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 Nikolaj M., 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