Dear Mrs. Elena, Thank you very much for sharing your feedback and for your wonderful 90/100 rating. We are delighted to hear that you had a comfortable and pleasant stay with us, enjoyed the helpfulness of our team, and had a memorable time in Kazakhstan. It is also great to know that you appreciated our efforts towards sustainability and found the stay to be a good value for money. Regarding the swimsuit clasp you may have left behind, we will check with our Lost & Found team. Should the item be found, we will contact you via WhatsApp using the number provided in your review. We hope to have the pleasure of welcoming you back to Novotel Almaty City Center on your next visit to Kazakhstan! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mrs. Terbish, Thank you very much for your perfect rating and wonderful feedback! We are delighted to know that you had such a positive experience and appreciated our convenient location. It is especially pleasing to see that you gave the highest rating across all aspects of your stay, including our breakfast, restaurant, bar, room service, concierge service, fitness centre and pool. We are also grateful for your full support of our sustainability initiatives. Thank you for recommending Novotel Almaty City Center. We look forward to welcoming you back for another excellent stay! Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Mr. Patrick, Thank you for your positive feedback and for sharing your experience with us. We are pleased to know that you enjoyed our convenient location, clean and comfortable accommodation, as well as the service provided by our team. We also appreciate your detailed ratings, particularly your feedback on breakfast. Your comments are valuable to us and will help us continue improving our guest experience. Thank you for choosing Novotel Almaty City Center. We look forward to welcoming you back on your next visit to Almaty! Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Guest, Thank you very much for your wonderful review and perfect rating! We are delighted to know that you and your family enjoyed your three-night stay with us and appreciated our central location, comfortable accommodation, daily housekeeping and the amenities we offer. It is especially pleasing to see that our team and Wi-Fi received such high ratings. Your recommendation means a lot to us and is a great motivation for the entire team. We hope to have the pleasure of welcoming you and your family back to Novotel Almaty City Center for another wonderful stay! Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Mrs. Mona, Thank you very much for your wonderful review and perfect rating! We are delighted to know that your first visit to Almaty was such an enjoyable experience and that you appreciated our central location, impeccable service, beautiful pool and overall comfort. We are especially happy that our team helped make your birthday stay even more special with a birthday cake. We will certainly share your kind words with the colleagues who arranged this thoughtful surprise. It was a pleasure to welcome you to Novotel Almaty City Center, and we hope your first visit to Almaty will not be your last. We look forward to welcoming you back for another memorable stay! Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Mr. Yan, Thank you for taking the time to share such detailed and constructive feedback following your stays with us. We sincerely regret that your experience did not meet your expectations, particularly as you chose to stay with us on multiple occasions and are an ALL member. We are particularly sorry to hear about the recurring issues with air conditioning and water pressure across your rooms. We fully understand how uncomfortable this must have been, especially when the same concerns occurred during both stays. Your feedback has been shared with our Engineering team for a thorough review and further attention. We also understand your concerns regarding the ATM. While this facility is operated by an external provider, we agree that when an issue is known, clearer signage or communication would help prevent inconvenience for our international guests. We will raise this matter with the relevant provider and review how we can communicate such situations more proactively. Regarding your ALL Platinum benefits, we are sorry that you felt insufficiently recognized and that the available benefits were not clearly communicated to you during your first arrival. Having reviewed the details of your stay, we can confirm that an upgrade was provided for both rooms and that your welcome drink benefit was included. Nevertheless, we regret that these benefits were not clearly communicated or experienced as part of the recognition you expected as a valued ALL member. Your comments regarding the team's knowledge of ALL benefits are valuable, and we will reinforce this aspect with our Front Office team to ensure that our loyal members receive consistent and personalized recognition throughout their stay. At the same time, we truly appreciate your kind words about our colleagues. It is encouraging to know that, despite the difficulties you experienced, our team remained helpful, courteous and professional throughout both stays. Thank you again for bringing these matters to our attention. Your feedback gives us a clear understanding of the areas where we need to improve. We sincerely hope to have the opportunity to restore your confidence in Novotel Almaty City Center and provide you with the level of comfort, service and recognition you should expect from us. Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Mr. C., Thank you very much for your detailed and thoughtful feedback. We are delighted to know that you and your family had an overall great stay at Novotel Almaty City Center. It is wonderful to hear that you enjoyed our convenient location, generous breakfast selection, room service, and especially the warm and helpful support from our team while travelling with your little one. We are particularly grateful for your kind words regarding the colleagues who assisted with your luggage and late check-out. Although you did not have their names, we will be happy to share your appreciation with the team. At the same time, we sincerely apologize for the inconvenience caused by the housekeeping service, especially the interruptions despite the “Do Not Disturb” sign and the delay in servicing your room. This does not reflect the attentive and comfortable experience we aim to provide, and your comments will be shared with our Housekeeping team for further improvement. Thank you once again for your valuable feedback and for your continued trust in Accor. We look forward to welcoming you and your family back for an even smoother and more enjoyable stay. Warm regards, Altynay Guest Relations Manager Novotel Almaty City Center

Dear Mr. Amit, Thank you for taking the time to share your detailed feedback. We are pleased to know that you appreciated our convenient location, and we are sorry that other aspects of your stay did not fully meet your expectations. We sincerely regret the limited breakfast options you experienced, particularly considering your egg allergy and dietary requirements. We understand how important it is for guests with specific dietary needs to have safe and suitable choices available. Your feedback has been shared with our Food & Beverage team for further review, particularly regarding clearly identified egg-free options and greater variety for guests with dietary restrictions. We also appreciate your comments regarding the room size and value for money, and we will take them into consideration as we continue to improve the guest experience. Thank you for choosing Novotel Almaty City Center and for your valuable feedback. We hope to have the opportunity to provide you with a more comfortable and enjoyable stay in the future. Kind regards, Altynay Guest Experience Specialist Novotel Almaty City Center

Dear Mr. Suraj, Thank you for taking the time to share such a detailed review of your recent stay at Novotel Almaty City Center and for your continued loyalty as an Accor member. We are delighted to know that you enjoyed our central location, spacious Junior Suite, the cleanliness of the hotel, and the friendliness of our team. It is also a pleasure to hear that the late check-out arrangement helped make your departure more comfortable. At the same time, we sincerely apologize for the inconveniences you experienced. We regret that your initial room did not match your booked bed preference, although we are glad our team was able to arrange a room change as soon as possible. More importantly, we are sorry that the maintenance issue with the connecting door was not resolved during your stay. We fully understand your disappointment, especially for a six-night stay in a Junior Suite, and agree that this should have been followed through until it was properly addressed. Please be assured that your comments have been shared with our Engineering and Front Office teams. We will review our follow-up procedures to ensure reported maintenance issues are handled more efficiently and communicated more effectively. Thank you once again for your valuable feedback. We truly appreciate your balanced comments and hope to have the opportunity to welcome you back and provide you with the seamless experience you rightfully expect. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. K., Thank you for taking the time to share your feedback following your recent stay at Novotel Almaty City Center and for being a valued ALL member. We are pleased to know that you appreciated our friendly team, comfortable accommodation, cleanliness, concierge service, and the overall quality of your stay. At the same time, we sincerely regret that the dining experience, particularly the food quality and lunch, did not meet your expectations. Your comments regarding the quality of our food and breakfast selection have been shared with our Executive Chef and Food & Beverage team for careful review. Guest feedback is invaluable in helping us improve, and we are committed to enhancing our culinary offerings. We also appreciate your observations regarding the check-in experience, value for money, sustainability initiatives, and the recognition of your ALL membership. These insights have been shared with the relevant departments as we continuously strive to deliver a better and more personalized experience for all our guests. Thank you once again for your constructive feedback. We hope to have the opportunity to welcome you back and provide you with an experience that exceeds your expectations. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. K., Thank you for taking the time to share your feedback and for being a valued ALL member. We are truly sorry to learn that your stay did not meet your expectations and that your overall experience was disappointing. It is particularly concerning to read that you were dissatisfied with the value of your stay, the breakfast selection, your arrival experience, and the accommodation provided. Your comments have been carefully shared with our Management and Food & Beverage teams, as feedback like yours helps us identify where we need to improve. While we are pleased that you appreciated the cleanliness of the hotel and the smooth check-out process, we sincerely regret that these positive aspects were not enough to make your stay enjoyable. Thank you once again for your honest feedback. We hope you will give us another opportunity in the future to provide you with the level of hospitality and service you rightfully expect from Novotel Almaty City Center. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. A., Thank you very much for your outstanding review and for your loyalty as an ALL member. We are truly delighted to know that you had such a memorable stay at Novotel Almaty City Center. It is especially rewarding to hear that our location, your room, and the overall experience met your expectations. Your heartfelt recognition of Nurislam and Korkem means a great deal to us. We are incredibly proud to have such dedicated colleagues on our team, and we will be sure to share your wonderful compliments with them and our management. Knowing that they exceeded your expectations and made a meaningful difference during your stay is the greatest reward for their commitment to genuine hospitality. We are also pleased that you appreciated our sustainability efforts and the ease of booking through the ALL App. Your valuable feedback encourages us to continue improving every aspect of the guest experience. Thank you once again for choosing Novotel Almaty City Center. It was a pleasure to have you as our guest, and we look forward to welcoming you back for another exceptional stay. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. Kuzma, Thank you very much for your perfect rating and for sharing your feedback following your stay at Novotel Almaty City Center. We are delighted to know that you had a comfortable stay and that our team made such a positive impression on you. Your kind words about our staff are truly appreciated and will be shared with the entire team. We also appreciate your feedback regarding the Wi-Fi speed, check-in, and check-out experience. Your comments are valuable to us and help us identify opportunities to further enhance the quality of our services. Thank you once again for choosing Novotel Almaty City Center. We look forward to welcoming you back for another enjoyable and comfortable stay. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. S., Thank you very much for your outstanding review and for choosing Novotel Almaty City Center for your family stay. We are delighted to know that you and your family had such an enjoyable six-night stay with us. It is wonderful to hear that your Junior Suite provided the comfort and space you were looking for, and that you found the room clean, modern, and exactly as expected. Your kind words about our team, especially our breakfast staff, are truly appreciated. We will be delighted to share your compliments with them, as they will certainly be encouraged by your recognition. We are also pleased that you enjoyed our central location and had the opportunity to explore the beautiful walking path along the creek behind the hotel. Thank you as well for your helpful suggestion regarding additional USB charging outlets. Guest feedback like yours is invaluable as we continue to improve our facilities and services. We sincerely appreciate your loyalty as an ALL member and are especially grateful for your perfect scores across every aspect of your stay. Knowing that you would choose to stay with us again is the greatest compliment we could receive. We look forward to welcoming you and your family back to Novotel Almaty City Center for another memorable stay. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Guest, Thank you for taking the time to share your detailed feedback and for choosing Novotel Almaty City Center for your stay. We are pleased to know that you found your stay comfortable and appreciated our convenient location and the support provided by our Front Office team. It is also wonderful to hear that our housekeeping team met your expectations and that your requests were attended to promptly. At the same time, we sincerely regret that our breakfast selection did not fully accommodate your dietary preferences. We understand how important it is for guests to have a variety of suitable options, especially considering the growing number of international travelers with specific dietary requirements. Your comments regarding vegetarian choices have been shared with our Food & Beverage team for review and consideration as we continuously strive to enhance our offerings. Thank you once again for your valuable feedback and for your loyalty as an ALL Classic member. We hope to have the opportunity to welcome you back and provide an even more satisfying experience in the future. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Guest, Thank you for taking the time to share your feedback and for your loyalty as an ALL member. While we are pleased to know that you appreciated our location and the service provided by our team, we are truly sorry that the air conditioning in your room did not meet your expectations and significantly affected your overall experience. Please accept our sincere apologies for the inconvenience caused. We understand how important a comfortable room temperature is, especially after a busy day of travel or work. Your comments have been shared with our Engineering team for further review and preventive follow-up. We regret that this issue overshadowed an otherwise positive impression of our hotel. Thank you for bringing this matter to our attention, as feedback like yours helps us improve the experience we provide to our guests. We hope to have the opportunity to regain your trust and welcome you back for a much more comfortable stay in the future. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Guest, Thank you very much for your wonderful feedback and perfect rating! We’re delighted to hear that your stay was smooth, comfortable, and pleasant from arrival to departure. A special thank you for your kind words about our reception and breakfast teams - we will be happy to share your feedback with them. We truly appreciate your loyalty as an ALL member and look forward to welcoming you again at Novotel Almaty City Center. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Guest, Thank you for sharing your feedback and for your loyalty as an ALL member. We’re delighted to hear that you enjoyed our convenient downtown location, your room, and the service provided by our team. We also appreciate your comment regarding the breakfast area. Guest feedback is very valuable for us and helps us continue improving the overall experience. We look forward to welcoming you again at Novotel Almaty City Center. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Guest, Thank you for sharing your feedback following your recent stay at Novotel Almaty City Center. We’re pleased to know that you appreciated the service provided by our team and had a comfortable overall experience. We also appreciate your comment regarding the Wi-Fi speed - your feedback is valuable for us as we continue improving our services and guest experience. We look forward to welcoming you again soon. Kind regards, Altynay Guest Relations Specialist Novotel Almaty City Center