Dear Essie, Thank you for taking the time to provide such detailed feedback following your recent family stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience did not meet your expectations. We appreciate your overall rating of 40/100 and your detailed comments, particularly as you were travelling with children and staying with us in connection with an event held at the hotel. We are sorry that you found the Queen room too small for your family. We understand that having sufficient space is particularly important when travelling with children, and we regret that the room did not provide the level of comfort you expected. Your 40/100 accommodation rating reflects how significantly this affected your overall experience. We are particularly disappointed by the WiFi experience. A rating of just 10/100 indicates that the service did not meet a basic expectation, and we understand how frustrating this would have been when travelling with children. Reliable internet access is an important part of the modern hotel experience, and we are sorry that you were unable to use the WiFi as expected. We also acknowledge your comments regarding the ease of access and connection speed. We also understand your feedback regarding in-room amenities. For a two-night stay, you expected a more comprehensive selection of basic bathroom amenities, such as a shower cap, and we appreciate your suggestion regarding additional glassware. We recognise that these smaller details can contribute to the overall sense of comfort and convenience, particularly when guests are staying for more than one night. At the same time, we are pleased to see that several important aspects of your stay were rated very highly. You rated your booking experience, arrival, our team and departure 100/100, while cleanliness received 90/100. We are especially grateful for your 100/100 rating for our team, as it indicates that our colleagues provided a positive level of service despite the shortcomings you experienced with the room and WiFi. We also appreciate your clarification that the accommodation was organised by the hotel at a discounted rate in connection with the event. Regardless of the rate or reason for the stay, we understand that guests should still be able to expect a comfortable room and reliable essential facilities. We acknowledge your comment that, given your expectations of the Novotel brand and your previous travel experiences, this was unfortunately not your best experience. We are genuinely sorry that we did not deliver the standard you expected. Thank you again for sharing your feedback so openly. Your comments regarding room space, WiFi reliability and in-room amenities are valuable and provide clear areas for us to review. We hope that, should you choose to stay with us again, we have the opportunity to provide you and your family with a considerably more comfortable and enjoyable experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Ben, Thank you for taking the time to provide such detailed feedback following your recent business stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience was only mediocre and that we did not deliver the standard you expected from the Novotel brand. Your overall rating of 50/100 and your 5/10 likelihood to recommend us are disappointing to see, and we appreciate the candid nature of your comments. We acknowledge your feedback regarding the condition and atmosphere of your room. We understand that finding the room dark and somewhat dingy, without sufficient lighting, affected your comfort during the stay. Your suggestion of an additional lamp is noted, and we recognise that appropriate lighting is an important part of creating a comfortable and functional guest room. We are also sorry about the condition of the car park and the overall presentation of the property. Your comments regarding dirt and back-of-house equipment being visible in the car park are concerning. Guests should be presented with clean, orderly and well-maintained surroundings from the moment they arrive, and we regret that this was not your impression. We also acknowledge your observation that the hotel is feeling tired and requires further care and attention. Your comments regarding dinner are equally important. We are sorry that the menu did not meet your expectations and that the level of service you experienced was disappointing. Your observation that team members appeared to spend too much time away from the restaurant floor is noted, as attentive and visible service is essential to providing a positive dining experience. Your 50/100 rating for dinner highlights that this aspect of your stay requires particular attention. We also acknowledge your ratings for our team and departure, both at 70/100 and 60/100 respectively. While these indicate some positive elements, we recognise there was still considerable room to provide a more consistent and polished experience throughout your stay. As a Platinum ALL Accor member and Accor Vacation Club member, we particularly value your continued relationship with Accor. We are pleased that you rated your loyalty programme experience 9/10 and member recognition 90/100, and that you enjoyed your welcome amenity. However, we are sorry that you did not have the opportunity to enjoy a welcome drink and that an upgraded room was not offered during your stay. We understand that these elements can be important to the overall recognition of our loyal members. We also appreciate your 90/100 rating for the booking experience and 80/100 for arrival, as well as your 70/100 ratings for breakfast and our team. These positive elements are encouraging, but we recognise that they did not outweigh the areas where we fell short. Your feedback gives us clear areas to focus on, particularly the presentation and upkeep of the property, guest room lighting, car park standards, restaurant supervision and the consistency of service. Thank you again for taking the time to share your experience so openly. We sincerely regret that your stay did not reflect the standard you expected from Novotel, particularly as a Platinum member. We hope to have the opportunity to provide you with a more comfortable, polished and consistent experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Ang, Thank you for taking the time to share your detailed feedback following your recent family stay at Novotel Sydney Parramatta. Please accept my sincere apologies that your overall experience was so disappointing. A rating of 10/100 and your comments clearly indicate that we fell well short of the level of service and experience we aim to provide, and I am particularly sorry that several opportunities to assist you before and during your stay were missed. We sincerely regret that you did not receive a response when using the chat function through the ALL Accor App. We also acknowledge your email regarding your dinner booking and parking assistance and apologise that you did not receive a response to this either. When a guest reaches out to us in advance of their arrival, we should ensure that their enquiry is acknowledged and followed up appropriately. We are also very sorry that you had to wait approximately 45 minutes for towels to be delivered to your room. We understand how frustrating this would have been, particularly when travelling with family. The delay was not reflective of the level of responsiveness we expect from our team. Your feedback regarding breakfast is also taken seriously. We are very sorry that your breakfast experience was so disappointing, reflected in your 10/100 rating. This is an important part of the guest experience, particularly for families, and we recognise that we did not meet your expectations. We also acknowledge your very low ratings for the accommodation, cleanliness, WiFi and sustainability, as well as your 40/100 rating for arrival and 50/100 ratings for our team and departure. While we do not have further written detail regarding each of these areas, the overall ratings demonstrate that there were significant shortcomings throughout your stay. Regarding parking, I would also like to clarify that Novotel Sydney Parramatta does not offer valet parking. However, we should still have responded to your enquiry and provided clear information and assistance regarding the available parking arrangements before your arrival. I apologise that this communication did not occur. As a Silver ALL Accor member, we also value your relationship with Accor and regret that your experience resulted in a 1/10 likelihood of recommending the loyalty programme. We are pleased that your booking experience through the ALL Accor App was rated 80/100, but we recognise that the service received during the stay did not reflect the experience you should have expected. I would personally be very happy to communicate with you regarding your experience and to better understand what occurred during your stay. Should you wish to contact me directly, I would be pleased to assist and discuss your concerns further. Thank you again for bringing these matters to our attention. Your feedback highlights clear areas where we need to improve, particularly communication, responsiveness, guest requests and the consistency of our breakfast and overall service. We sincerely regret that your family stay did not provide the experience you expected from Novotel Sydney Parramatta. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Jodie, Thank you very much for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you are always happy to stay with us and, most importantly, that you consistently feel very welcome. It is especially rewarding to know that you continue to enjoy returning to the hotel and that our team helps create a warm and welcoming experience for you. Your 100/100 rating across every aspect of your stay is truly appreciated. From your booking through the ALL App and arrival, to your accommodation, cleanliness, breakfast, our team and departure, it is wonderful to see that every part of your experience met your expectations. We are also particularly grateful for your 100/100 rating for ALL member recognition. As a Gold member, we value your continued loyalty to Accor and are pleased that you felt appropriately recognised during your stay. Your 10/10 recommendation of both Novotel and the ALL Accor loyalty programme is a wonderful endorsement. It is also fantastic to see your 100/100 ratings for WiFi and our sustainability efforts, including our sustainable food initiatives and work to reduce single-use plastics. We are pleased that these elements of the hotel experience continue to meet your expectations. Thank you as well for your perfect rating for our bar and for your positive feedback regarding your welcome drink and welcome amenity. These details are an important part of creating a memorable stay, and we are delighted that they contributed positively to your visit. Thank you again for your continued support and for choosing Novotel Sydney Parramatta. It is always a pleasure to welcome returning guests, and we look forward to welcoming you back again for another warm, comfortable and enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Anthony, Thank you for your wonderful feedback and for sharing your experience with us. We are delighted to hear that you enjoyed your stay, particularly the comfortable room, breakfast and the service from our team. It is especially pleasing to know that our team members were welcoming and helpful throughout your visit. Thank you for choosing Novotel Sydney Parramatta. We truly appreciate your recommendation and look forward to welcoming you and your family back again soon. Warm regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Sarah, Thank you for taking the time to share your detailed feedback following your recent family stay at Novotel Sydney Parramatta. We are pleased to hear that you enjoyed our convenient location and, most importantly, that our team made a positive impression. Your 90/100 rating for our team and your comments describing our colleagues as great people who were very helpful are sincerely appreciated. It is wonderful to know that despite the challenges you experienced during your stay, you found our team welcoming and supportive. At the same time, we are genuinely sorry that several aspects of the hotel and your accommodation affected your overall experience, reflected in your overall rating of 60/100 and your 6/10 recommendation. We particularly apologise for the condition of the room and the cleanliness concerns you encountered. Finding a used band-aid underneath the bed is clearly unacceptable and should not have occurred. We also acknowledge your feedback regarding the carpets and understand your expectation that these areas should be maintained to a higher standard. Cleanliness is fundamental to guest comfort, and we regret that we fell short in this respect, reflected in your 40/100 cleanliness rating. We are also sorry for the ongoing difficulties you experienced with the air conditioning. We understand how frustrating it would be to encounter repeated issues with the temperature and room comfort, particularly when travelling with family. Your comments regarding noisy rooms and windows are also noted, as we appreciate how external or internal noise can significantly affect the quality of rest during a stay. Your feedback that the hotel is feeling tired is also appreciated. We recognise that some areas of the property and guest rooms would benefit from continued maintenance and renewal, and comments such as yours help us identify where improvements are most noticeable from a guest's perspective. We are encouraged, however, by your strong ratings for several other aspects of your stay, including 80/100 for arrival and 90/100 for departure, WiFi and our sustainability efforts. These positive ratings are appreciated and provide a helpful indication of the areas where you felt we were delivering the experience expected. Thank you again for your candid and constructive feedback. We sincerely regret that the condition of the room, cleanliness, noise and air conditioning issues prevented your stay from being as comfortable as it should have been. We hope to have the opportunity to welcome you and your family again and provide a noticeably improved experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Dhother, Thank you very much for taking the time to share your wonderful feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to see your overall rating of 100/100 and your 10/10 recommendation. It is fantastic to know that you enjoyed your stay across every key aspect of the hotel, including your arrival, accommodation, cleanliness, breakfast, our team and departure, all of which you rated 100/100. We are particularly grateful for your kind recognition of Kritika. It is wonderful to hear that Kritika and the wider team provided such a positive experience for you and your family. Personal recognition such as this is especially appreciated, and we will ensure your kind comments are passed on to Kritika. We are also pleased that you enjoyed our location and found us conveniently positioned close to Eat Street and the surrounding dining and entertainment options. It is always encouraging to know that our location contributed positively to your stay. We do, however, apologise for the difficulties you experienced with the booking process. We understand how frustrating it would have been for the confirmation numbers not to register correctly and for you to then need to contact the hotel directly to confirm your reservation. This should have been a much simpler and more seamless process, and we appreciate you bringing this to our attention. We also acknowledge your 50/100 rating for WiFi and your comment regarding ease of access. We appreciate the feedback and recognise that reliable and easy-to-access connectivity is an important part of the modern guest experience. It is wonderful to see that, despite these booking and WiFi frustrations, you still had an excellent overall stay and would recommend Novotel Sydney Parramatta so highly. Your 100/100 rating for our sustainability efforts is also greatly appreciated. Thank you again for choosing Novotel Sydney Parramatta and for taking the time to provide such positive and constructive feedback. We look forward to welcoming you and your family back for another enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Sue, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that several aspects of your stay did not meet the level of comfort and convenience we aim to provide. We appreciate you highlighting these concerns, as they give us an opportunity to review the experience from a guest’s perspective. We are particularly sorry to hear about the air conditioning in your room. We understand how uncomfortable it can be when the room remains warm despite attempting to adjust the temperature, particularly when you are trying to relax and sleep. Our guests should be able to feel comfortable in their room, and we will ensure your comments regarding the air conditioning are noted for the relevant team to review. We also acknowledge your feedback regarding the position of the bed. We understand that having the bed positioned diagonally made it more difficult to move around the room, particularly when accessing the bathroom. The layout of the room should provide a practical and comfortable experience, and we appreciate you bringing this to our attention. We are also disappointed to learn that the parking charge came as an unexpected cost during your booking experience. We understand your frustration, particularly as you expected the parking information to be clearer when making your reservation through the ALL Accor App. Transparency around additional charges is important, and your feedback regarding the $40 nightly parking fee has been noted. We also recognise that your ratings were consistently around 70/100 across your arrival, accommodation, cleanliness, team and departure. While we appreciate that there were aspects of your stay that were satisfactory, we understand from your overall 70/100 rating and 6/10 recommendation that there was room for us to provide a much better experience. As an ALL Accor Silver member and Accor Vacation Club member, we particularly value your continued relationship with Accor. We appreciate your 7/10 rating of the loyalty programme and hope that a future stay with us will better reflect the level of experience you should expect as a returning Accor guest. Thank you again for taking the time to provide such detailed and constructive feedback. Your comments regarding the air conditioning, room layout and parking have been taken seriously, and we will use them to help identify areas where we can improve. We sincerely hope to have the opportunity to welcome you back to Novotel Sydney Parramatta and provide you with a more comfortable, convenient and positive experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Chris, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that you found our location convenient and that you had an overall positive experience with us. It is also encouraging to see your strong ratings for your booking experience, accommodation, cleanliness, arrival, and our team. We do, however, acknowledge your comments regarding the parking fees. We understand that parking costs can be an important consideration when choosing accommodation, and we appreciate you taking the time to share your perspective. Your feedback regarding the value of our parking has been noted. We also appreciate your comments about the hotel and rooms beginning to feel a little aged. We recognise the importance of maintaining a fresh and comfortable environment for our guests, and feedback such as yours is helpful as we continue to identify areas requiring attention and improvement. We also note your 70/100 rating for departure and would have appreciated the opportunity to provide a smoother experience through to the end of your stay. As an ALL Accor Silver member, we sincerely appreciate your loyalty and are particularly pleased to see that you rated the loyalty programme 9/10. Thank you again for choosing Novotel Sydney Parramatta and for your constructive feedback. We hope to have the opportunity to welcome you back and provide you with an improved experience on your next visit. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Tony, Thank you very much for taking the time to share such wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you and your partner had such a pleasant experience with us. It is wonderful to know that you enjoyed our convenient location and, in particular, found our team to be friendly, helpful and welcoming. Your kind comments are a wonderful recognition of the care our colleagues put into creating a positive experience for our guests. We are also pleased to hear that you enjoyed our breakfast and found the selection fresh and satisfying. It is particularly rewarding to see your perfect 100/100 rating for breakfast, as our team works hard each day to provide a fresh and enjoyable start to our guests' mornings. Your perfect 100/100 ratings across booking, arrival, accommodation, cleanliness, breakfast, our team, departure and WiFi are greatly appreciated. It is fantastic to know that the different stages of your stay came together to create such a positive overall experience. We also appreciate your honest comment regarding the bathrooms. We acknowledge that some of the bathrooms within our property are older, and we are pleased that you nevertheless found yours functional and suitable for your stay. Feedback such as this is valuable as we continue to consider opportunities to improve our accommodation. As a valued ALL Accor Gold member and Accor Vacation Club member, we sincerely appreciate your continued loyalty to Accor. Your 10/10 recommendation of both your stay and the ALL loyalty programme is particularly meaningful to us. Thank you again, Tony, for your generous feedback and for choosing Novotel Sydney Parramatta. We are thrilled that you had such an enjoyable stay and look forward to the pleasure of welcoming you and your partner back again in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Danielle, Thank you for taking the time to share your feedback following your recent family stay at Novotel Sydney Parramatta. Please accept our sincerest apologies for the condition of the room you encountered. We are deeply disappointed to learn that the cleanliness and presentation of the bathroom and shower fell so far below the standard we expect for our guests. The concerns you have described regarding the accumulation of dust, the condition of the area behind the toilet and the mould you observed in the shower are particularly concerning, and we fully understand how unpleasant and uncomfortable this would have made your stay. A clean, hygienic and well-maintained room is a fundamental part of the experience we should provide. We are sorry that we did not deliver this on this occasion, and we acknowledge your feedback that the room should have been properly checked and cleaned before being allocated. We are also sorry to hear that you found the bed uncomfortable. We understand that a comfortable bed is essential to being able to rest properly, particularly when travelling with family, and we regret that the accommodation did not provide the level of comfort you expected. We appreciate your comments regarding the value of your stay as well. We understand your disappointment in paying for accommodation and then finding the room in a condition that did not meet reasonable expectations. We are also sorry that your experience with the overall arrival and service did not help to improve the situation. Your feedback regarding cleanliness and the condition of the bathroom and shower will be taken seriously and followed up with our Housekeeping and relevant operational teams. We need to ensure that rooms are being appropriately inspected and that issues of this nature are identified and rectified before a room is presented to a guest. We sincerely regret that your family stay left you with such a negative impression of Novotel Sydney Parramatta. Thank you for bringing these concerns to our attention, as they provide us with an opportunity to review our standards and processes. We hope that, despite this disappointing experience, you may allow us an opportunity in the future to demonstrate the level of cleanliness, comfort and care that we should have provided from the outset. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Trudi, Thank you very much for taking the time to share your lovely feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to hear that you and your son had a really positive experience while visiting Sydney for his representative sporting commitment. It is wonderful to know that our location worked so well for your visit and provided a convenient base while you were in the city. We are also very pleased to hear your kind comments about our team. Providing friendly and welcoming service is something we take great pride in, and it is always rewarding to know that our colleagues contributed positively to your stay. It is particularly pleasing to see your consistent 80/100 ratings across your booking experience, arrival, accommodation, cleanliness, breakfast, our team and departure. We also appreciate your positive feedback regarding our sustainability initiatives and are glad that you felt this was a good idea. Thank you again for choosing Novotel Sydney Parramatta and for trusting us with your family stay. We truly appreciate your 8/10 recommendation and your generous feedback. We hope to have the pleasure of welcoming you and your son back to Sydney in the future, whether for another sporting visit or simply a relaxing stay in the city. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Nathan, Thank you for taking the time to share your detailed feedback following your recent business stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience fell so far below the standard we aim to provide. We are particularly concerned by your comments regarding the condition and cleanliness of the bathroom. We understand how uncomfortable and inconvenient it would have been to encounter an old and dated bathroom with a low ceiling, a shower over the bath and, most importantly, black mould in the ceiling area. We are also sorry that the positioning of the toilet made it difficult to use comfortably, even more so given that you are a smaller person. A clean, hygienic and functional bathroom is a fundamental part of a guest room, and we acknowledge that the condition you described did not meet the standard our guests should reasonably expect. Your 10/100 cleanliness rating reinforces the seriousness of this feedback, and the concerns regarding the mould and bathroom condition will be followed up with the relevant Housekeeping and Maintenance teams. We are equally sorry that our breakfast experience did not meet your expectations. Your 10/100 rating for breakfast is disappointing, and we regret that the selection and overall experience were not to the standard you expected during your stay. This feedback will also be noted with our Food & Beverage team for further review. We also acknowledge your feedback regarding our team and your arrival experience. When a guest is staying with us for business, we understand the importance of providing an efficient and comfortable experience throughout the stay, and we regret that we did not achieve this on this occasion. We are pleased, however, that your departure experience received a 100/100 rating. We also appreciate your positive feedback regarding the ALL Accor loyalty programme, reflected in your 9/10 recommendation. As a valued ALL Accor Classic member, we sincerely appreciate your continued relationship with Accor and regret that your experience at Novotel Sydney Parramatta did not reflect the level of accommodation and service we would want for you. Thank you again for bringing these concerns to our attention. Your feedback has highlighted several areas requiring attention, particularly the bathroom condition, cleanliness and breakfast experience, and these matters will be followed up with the relevant teams. We sincerely regret the disappointment caused during your stay and hope that we may have the opportunity to provide you with a much-improved experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramat

Dear Christine, Thank you very much for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you found our hotel welcoming and our team so helpful. It is especially pleasing to see your perfect 100/100 ratings across your entire stay, including arrival, accommodation, cleanliness, breakfast, our team, departure and our sustainability initiatives. As a valued ALL Accor Classic member, we also sincerely appreciate your 10/10 recommendation and continued loyalty to Accor. Thank you again for choosing Novotel Sydney Parramatta and for your kind words. Your feedback is a wonderful recognition of the experience our team strives to provide, and we look forward to welcoming you back for another great stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Chris, Thank you very much for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that you found your stay comfortable, clean and convenient, and it is wonderful to see your 100/100 ratings for arrival, cleanliness, our team and departure. We are particularly grateful to know that our team made a positive impression and that you found the overall experience enjoyable. We are, however, sorry that the street noise affected your stay, particularly overnight. We understand how important a quiet and comfortable environment is when staying with us, and we appreciate that this was the main factor preventing your experience from being more positive. Our central location provides excellent access to Parramatta and the surrounding area, although we recognise that it can also mean increased activity and traffic noise at certain times. Your feedback regarding the noise is important to us and will be noted as we continue to look at ways of improving the comfort of our accommodation. Where possible, our team can also assist with room location preferences for future stays, subject to availability. We also appreciate your 8/10 recommendation and your positive 100/100 ratings across so many aspects of your stay. It is encouraging to know that, despite the overnight noise, you found the room clean and comfortable and received helpful service from our team. Thank you again for choosing Novotel Sydney Parramatta and for sharing your experience with us. We hope to have the pleasure of welcoming you back in the future and providing you with an even more comfortable and restful stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Mr. W., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience fell so far below your expectations. While we are pleased to hear that you appreciated the overall atmosphere and appearance of the hotel, we are very concerned by the issues you experienced during your stay. In particular, we are deeply sorry to learn that you fell while entering the bath due to the slippery surface. We understand the seriousness of this incident and sincerely regret that the bathroom design and condition caused you such discomfort and concern. Your comments regarding the size and design of the bathroom will be taken very seriously and followed up with the relevant teams. We also acknowledge your feedback regarding our gymnasium and understand your concerns about its size and ventilation. In addition, we are sorry that your breakfast experience was affected by insufficient staffing and food running out during a busy service period, resulting in delays. We appreciate how frustrating this would have been. We are pleased that you found the cleanliness of the room to be up to expectation and that you had a positive experience with our team and arrival. However, we recognise that these positive aspects did not outweigh the concerns you experienced, particularly regarding the bathroom and your overall stay. Your feedback, including the lower ratings for accommodation and departure, will be carefully reviewed internally. We would also be very happy to discuss your experience further should you wish to do so, particularly regarding the incident in the bathroom and the other concerns you mentioned. We sincerely regret that your experience has led you to decide not to return. Thank you again for bringing these matters to our attention and giving us the opportunity to review them. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Jason, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience did not meet the standard we strive to provide. We particularly regret the difficulties you experienced with the WiFi and air conditioning, as well as the concerns you raised regarding the follow-up provided by our Front Office team. We understand how frustrating it would have been to experience difficulties connecting to the WiFi over multiple days, particularly when ease of access and connection speed were significantly below your expectations. We are also sorry that the air conditioning could not be adjusted as expected and that this affected your comfort and ability to sleep. We also acknowledge your feedback regarding the breakfast charge. We apologise for the error, as you had only accepted the discounted breakfast offer for one occasion. The incorrect additional charge was actioned, and the refund was processed on 14.09.26. Your comments regarding our Front Office team's responsiveness are also taken seriously. When a concern is raised, our team should take ownership, actively follow up, and ensure the guest receives a clear update. We regret that this did not happen to the level you expected during your stay. At the same time, we appreciate your positive feedback regarding the cleanliness of your room, reflected in your 90/100 rating. We are pleased that this aspect of your stay was consistently maintained. As an ALL Accor Classic member and Accor Vacation Club member, we value your relationship with Accor and sincerely regret that this particular stay did not reflect the experience we would want you to have. Your feedback has been noted with the relevant teams, particularly regarding the WiFi, air conditioning, billing accuracy and follow-up of guest concerns. We appreciate you bringing these matters to our attention and hope to have an opportunity to provide you with a significantly improved experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear David, Thank you very much for taking the time to share your feedback following your recent business stay at Novotel Sydney Parramatta. We are delighted to hear that you had a pleasant stay and enjoyed our convenient location and comfortable accommodation. It is also wonderful to see your positive ratings across your stay, particularly for our team, breakfast, cleanliness, WiFi, departure and our sustainability initiatives. We also appreciate your feedback regarding the ALL App booking process. We are sorry to hear that the final step was not as clear or straightforward as expected and that you needed to repeat the process. As a valued Gold member and Accor Vacation Club member, we particularly appreciate your comments regarding ALL recognition. We are pleased that you enjoyed the welcome amenity and gift bag, and we understand your expectation that loyalty should be reflected through meaningful recognition during your stays. We also acknowledge your feedback regarding room upgrades and appreciate you sharing your experience as a frequent traveller. Your comments are valuable and will be noted accordingly. It is also pleasing to hear that you enjoyed your experience at the bar and found our team there to be great. Recognition such as this is greatly appreciated. Thank you again for your continued loyalty to Accor and for taking the time to provide such thoughtful feedback. We look forward to welcoming you back to Novotel Sydney Parramatta and hope to make your future stays even more enjoyable. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta