Dear Mr. John, Thank you for your feedback and for highlighting the cleanliness and comfort of your room. We are pleased to know you enjoyed your stay overall. We would also like to clarify that an upgrade was provided during your stay as part of your ALL benefits. We are sorry if this was not communicated clearly at check-in and appreciate your feedback. We hope to welcome you back to Novotel Almaty City Center soon! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. B., Thank you very much for your wonderful feedback! We are delighted that you enjoyed your three-day stay, especially our breakfast, cleanliness, attentive team and central location. Your recommendation means a lot to us, and we hope to welcome you back to Novotel Almaty City Center soon! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. B., Thank you very much for your wonderful feedback and 90% rating! We are delighted that you enjoyed our central location, comfortable stay, excellent breakfast, bar and friendly team. It is a pleasure to know you had such a positive experience in Almaty. We hope to welcome you and your partner back to Novotel Almaty City Center soon! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. Kumar, Thank you very much for your excellent feedback and 100% rating! We are delighted that you enjoyed our location, cleanliness and overall comfort. We are especially pleased to hear that our reception colleague made such a positive impression — we will do our best to identify her and share your kind words with the team. We hope to welcome you back to Novotel Almaty City Center soon! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. K., Thank you for your kind feedback and 90% rating! We are glad you enjoyed our central location, with easy access to the city’s attractions, markets and restaurants. We also appreciate your comment regarding room size and will keep it in mind as we continue improving our guests’ experience. We hope to welcome you and your family back to Novotel Almaty City Center! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. Dmitri, Thank you very much for your warm feedback! We are delighted that you enjoyed your 10 day stay with us and appreciated our cleanliness, location and helpful team. It is wonderful to know that Novotel was a comfortable place for you to explore Almaty and spend time with friends. We hope to welcome you back for another memorable stay! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. Z., Thank you for sharing your feedback. We are sorry to hear that your stay did not fully meet your expectations. We have noted your comments regarding the room, breakfast, service and value for money and will share them with the relevant teams for further review. We appreciate your feedback and hope to have the opportunity to provide you with a more comfortable experience in the future. Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr.Mohammed, Thank you very much for your excellent rating and for sharing your feedback! We are delighted that you enjoyed our central location, mountain views and the nearby attractions and cafés. We are also pleased to hear that Aliyar and our lady manager contributed positively to your stay - we will be happy to share your kind words with them. We have also taken note of your comments regarding pricing, Wi-Fi and ease of access, as these help us identify areas for improvement. We hope to welcome you back to Novotel Almaty City Center soon! Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mrs. Aruna, Thank you for sharing your detailed feedback. We are sorry that the absence of hair conditioner affected your overall impression of your stay. We would like to clarify that hair conditioner is not included in the standard amenities of our Standard rooms and is provided in higher room categories. We understand that your colleague may have received it if she was staying in a different room category, which could understandably have caused some confusion. We also regret that the information provided by our Front Office team did not make this distinction clear enough at the time of your request. We appreciate your feedback and will make sure our team communicates the room amenities more clearly. Thank you again for sharing your experience. We hope to have the opportunity to welcome you back and provide a smoother stay. Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

Dear Mr. T., Thank you for sharing your feedback following your stay at Novotel Almaty City Center. We are pleased that you appreciated our central location, as well as the cleanliness of the hotel and the friendliness of our team. At the same time, we sincerely apologize for the inconvenience you experienced when requesting your invoice. Having to follow up several times and eventually involve your travel agency is certainly not the smooth experience we aim to provide. We also take note of your comments regarding the air conditioning, breakfast, and Wi-Fi connection. Your feedback has been shared with the relevant teams for further attention. Thank you for bringing these matters to our attention. We hope to have the opportunity to provide you with a much smoother experience on your next stay. Warm regards, Altynay Guest Relations Specialist Novotel Almaty City Center

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