Novotel Almaty City Center 4 stars

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