Dear Alistair, Thank you very much for taking the time to share such thoughtful and detailed feedback following your recent stay at Novotel Sydney Parramatta. It is a genuine pleasure to know that you continue to choose Novotel Sydney Parramatta whenever you are working in the area. We are particularly grateful for the trust you place in us as a returning guest, and it is wonderful to hear that our convenient location and comfortable accommodation continue to make our hotel a preferred choice for your business stays. We are very pleased to see the consistently positive ratings you have provided across your experience with us. Your 100/100 ratings for arrival and check-in, cleanliness, departure, Wi-Fi and our commitment to sustainability are greatly appreciated. Your recognition of our team with a 90/100 rating, together with your 9/10 recommendation of the hotel, is also sincerely valued. As a valued Platinum member of ALL Accor, we would also like to extend our particular appreciation for your continued loyalty. Your 10/10 rating for the ALL Accor loyalty programme is extremely encouraging, and we are delighted that you continue to see value in both the programme and your stays with us. We are, however, genuinely sorry to learn that the scrambled eggs served during breakfast on Friday did not meet the standard you have come to expect from us. We fully appreciate your disappointment, particularly as a returning guest who is familiar with our breakfast offering. An unusual taste is certainly not the experience we wish to provide, and we are grateful that you took the time to bring this to our attention. We have noted your comments regarding the possible change of supplier and will ensure that this is followed up appropriately with our Food & Beverage team. Quality, consistency and presentation are important elements of the guest experience, and we take feedback such as yours very seriously. We will review the matter with the relevant team to better understand what may have contributed to the difference you experienced and to ensure that our breakfast offering continues to meet the standards expected by our guests. We are also particularly grateful that you raised the matter with our team while you were with us. Feedback provided at the time gives us an important opportunity to investigate concerns promptly and, where possible, address them during the guest's stay. It is equally pleasing to know that, despite this disappointment, your overall experience remained a positive one. We sincerely appreciate your continued confidence in our hotel and the fact that you continue to recommend us to others. We would also like to thank you for your kind and specific recognition of Lee and Claudia. It is wonderful to hear that Lee continues to provide such a high level of service at our bar and restaurant, and we are equally delighted that Claudia made a positive impression during breakfast. Recognition from a valued returning guest is particularly meaningful, and we will certainly ensure that your comments are shared with both colleagues and the wider team. Feedback such as yours is a wonderful encouragement and a reminder of the importance of genuine, attentive service. Alistair, thank you once again for your continued loyalty, for choosing Novotel Sydney Parramatta for your business stays, and for taking the time to provide such considered feedback. We sincerely value your relationship with our hotel and appreciate not only your kind comments, but also the constructive feedback that allows us to continue improving. We look forward to welcoming you back to Novotel Sydney Parramatta on your next visit to the area. It would be our pleasure to provide you with another comfortable and enjoyable stay and, importantly, an excellent breakfast experience that reflects the standards you should expect from us. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Tyler, 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 appreciated our convenient location, found the bed comfortable and had an easy booking experience. We also appreciate your positive feedback regarding the cleanliness of the room overall. At the same time, we are sorry that the condition of the bathroom did not meet your expectations. We understand that the bathroom is an important part of the overall guest experience, and we acknowledge your comment that it would benefit from a refresh. Your feedback has been noted and will be shared with the relevant teams as we continue to identify opportunities for improvement. Thank you again for choosing Novotel Sydney Parramatta and for sharing your constructive feedback. We hope to have the opportunity to welcome you and your partner back and provide you with an improved experience in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Diane, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you appreciated our convenient location and, most importantly, that our team went out of their way to ensure you were comfortable throughout your stay. Your kind recognition of our team is greatly appreciated and will be shared with our colleagues as encouragement. We are sorry, however, to hear that your breakfast experience did not meet your expectations. We particularly regret that the breakfast items were not served at the appropriate temperature. We understand how disappointing this can be and appreciate you bringing it to our attention. Your feedback will be shared with our Food & Beverage team for review and follow-up. Thank you again for choosing Novotel Sydney Parramatta and for your positive rating. We truly value your continued loyalty as a Gold ALL Accor member and hope to have the pleasure of welcoming you and your partner back for another enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Greg, Thank you for taking the time to share your amazing feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you and your family had such a wonderful experience with us. It is fantastic to know that you found your room comfortable and that our team made such a positive impression throughout your stay. We are especially pleased to see your 100/100 ratings across every aspect of your experience, including arrival, accommodation, cleanliness, breakfast, our team, departure and Wi-Fi. Your comments that everything was perfect and that the booking process was so easy are greatly appreciated. As a valued Gold ALL Accor member, we sincerely thank you for your continued loyalty and for your 10/10 recommendation. Your wonderful feedback is a great encouragement to our team and will certainly be shared with our colleagues. Thank you again for choosing Novotel Sydney Parramatta. We look forward to welcoming you and your family back for another amazing stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Steven, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your stay did not meet your expectations, particularly regarding the noise and overall condition of the accommodation. We understand how disruptive it must have been to hear conversations from neighbouring rooms, doors closing loudly and general noise throughout the evening, especially when travelling with your family. We are also sorry that the location of your family room near the lift contributed further to the noise disturbance. We appreciate your comments regarding the soundproofing and thin walls, and we will ensure this feedback is shared with our management and Engineering teams for review. We recognise that a quiet and comfortable environment is particularly important for families and for guests looking to rest. We also acknowledge your comments regarding cleanliness and the breakfast selection. Your feedback regarding greater variety at breakfast has been noted and will be shared with our Food & Beverage team for consideration. While we are pleased that you found some aspects of the service satisfactory, including your interactions with our team and departure, we regret that these positives were outweighed by the issues you experienced during your stay. As a valued Gold ALL Accor member, we are particularly sorry that we did not provide the level of experience you would expect from us. Your feedback is important, and we appreciate you bringing these concerns to our attention. Thank you again for your honest feedback. We sincerely hope we may have the opportunity to provide you and your family with a much more comfortable and enjoyable experience in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Malcom, Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you enjoyed your one-night stay and found your room very comfortable. It is also fantastic to know that our central location was convenient for attending an event at CommBank Stadium. We greatly appreciate your excellent 100/100 ratings across arrival, accommodation, cleanliness, our team and departure, as well as your 10/10 recommendation. Your positive feedback is a wonderful encouragement for our colleagues. Thank you again for choosing Novotel Sydney Parramatta and for your continued support as an ALL Accor member. We hope to have the pleasure of welcoming you back for another enjoyable stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Lisa, Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you and your family had such a positive experience with us. It is fantastic to know that you enjoyed our central and convenient location, comfortable beds and found our team so friendly and helpful. We are particularly pleased to hear that our team was able to accommodate your needs perfectly and that you felt comfortable and safe during your stay. Your 100/100 ratings across every aspect of your experience, along with your 10/10 recommendation, are sincerely appreciated and are a wonderful recognition of the team’s efforts. Thank you again for choosing Novotel Sydney Parramatta and for your continued support as an ALL Accor member. We truly appreciate your feedback and look forward to welcoming you and your family back for another enjoyable stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Candice, 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 your stay comfortable and clean, and we greatly appreciate your excellent overall rating and recommendation. Your positive feedback is sincerely appreciated and will be shared with our team. We also appreciate your comments regarding our room service ordering process. We understand that having to scan a QR code to access the room service menu may not be convenient for every guest, and we are sorry if this created any frustration during your stay. Your feedback has been noted and will be shared with the relevant team as we continue to review ways of making our services more accessible and convenient for our guests. Thank you again for choosing Novotel Sydney Parramatta and for sharing your constructive feedback. We hope to have the pleasure of welcoming you back for another comfortable and enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Sharon, Thank you very much for taking the time to complete our survey and for sharing your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you had such a comfortable and enjoyable stay with us. It is wonderful to see that you rated every aspect of your experience 100%, including the booking process, arrival, accommodation, cleanliness, our team and departure. We are especially grateful for your perfect 10/10 recommendation of Novotel Sydney Parramatta and the ALL Accor loyalty programme. As a valued Silver member, we sincerely appreciate your continued loyalty and support. Your fantastic feedback is a wonderful encouragement for our entire team, and we are very pleased to know that we were able to provide the experience you expected. Thank you again for choosing Novotel Sydney Parramatta. We look forward to welcoming you and your family back again and providing you with another comfortable and enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Gill, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies for the aspects of your stay that did not meet your expectations. We are particularly sorry to hear about the cleanliness of the lift and its carpet. We understand that shared areas such as the lifts form an important part of the overall guest experience, and we appreciate you bringing this to our attention. Your comments will be shared with our Housekeeping team for review and follow-up. We also sincerely apologise for the billing issues you experienced. Having the accommodation charge incorrectly processed to you when it was intended to be charged to your company, followed by being charged for two breakfasts that required you to contact the hotel to arrange a credit, would understandably have been frustrating and inconvenient. We recognise that these are issues that should have been identified and resolved before your departure. We are pleased to see that you were satisfied with your accommodation and that you found our team helpful, with both areas receiving a 100% rating. We also appreciate your positive feedback regarding our sustainability efforts. Thank you again for your honest and constructive feedback. We take your comments regarding cleanliness and billing accuracy seriously and will use them to help improve our processes and guest experience. We sincerely regret that these issues affected your overall impression of your stay and hope to have the opportunity to provide you with a smoother and more positive experience in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Alison, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that you appreciated our excellent location, particularly our proximity to Riverside Theatre, and that it made your visit convenient for enjoying dinner and a show. We are also delighted to see your perfect 100/100 ratings for arrival, cleanliness and departure. At the same time, we sincerely apologise for the initial experience you had when making your booking. We are disappointed to hear that your first interaction felt disinterested and unhelpful. This is not the level of service we expect from our team, and we appreciate you bringing this to our attention. We will use your feedback as an opportunity to reinforce the importance of providing every guest with a welcoming, attentive and helpful experience from their very first interaction with us. We are, however, very pleased to hear that Sandra was able to turn the experience around by being welcoming, understanding your requirements and arranging a suitable room at a better rate. We will certainly share your kind recognition with Sandra, as feedback such as this is a wonderful encouragement for our team members. We also acknowledge your comments regarding the accommodation being basic and your feedback that some members of our team would benefit from further education and customer service training. We take this seriously and will continue to focus on consistency in our service standards and guest interactions. As an ALL Accor Classic member and Accor Vacation Club member, we truly appreciate your continued support. Thank you again for your honest and constructive feedback, and we hope to have the opportunity to welcome you back and provide you with a more consistently positive experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Harpreet, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that the lighting in your room had such a significant impact on your overall experience. We understand your comments that the room felt very poorly lit and, as a result, depressing and uncomfortable. We appreciate that adequate lighting is an important part of a comfortable hotel room, particularly for guests travelling for business. We are particularly disappointed to see that, despite receiving 100/100 ratings for your arrival, cleanliness, breakfast, our team, departure and Wi-Fi, the room itself significantly affected your overall impression of the hotel. Your comments regarding the limited lighting arrangement have been noted and will be shared with the relevant management team for consideration as we review opportunities to improve the room environment. We also sincerely appreciate your continued support as an ALL Accor Gold member and Accor Vacation Club member. Your expectations are important to us, and we regret that the accommodation did not reflect the standard and experience you expected from the Novotel brand. Thank you again for your honest feedback. We value your comments and hope that we may have the opportunity to welcome you back in the future and provide an experience that is much more in line with your expectations. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Sam, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Firstly, please accept our sincere apologies for the condition and design of the shower in your room and, most importantly, for the safety concerns you experienced. We fully understand how difficult and uncomfortable this would have been, particularly while managing a knee condition. Having to be concerned about safely getting in and out of the shower is certainly not the experience we want any of our guests to have. We are very sorry that the low showerhead, short shower screen, and shower-over-bath configuration resulted in water reaching the floor and made the area difficult to use safely. Your comments regarding the slippery bath and floor, as well as the difficulty getting in and out, are particularly concerning and have been noted for management and Engineering review. At the same time, we are pleased to hear that you found the room and bed comfortable and that you were satisfied with the cleanliness of the hotel, our team, arrival and check-out experience, and Wi-Fi. We greatly appreciate your positive comments regarding our team, and it is encouraging to know that their service contributed positively to other aspects of your stay. Thank you again for bringing this matter to our attention. Your feedback is valuable and helps us identify areas where we need to improve both the comfort and safety of our facilities. We sincerely regret that the shower significantly affected your overall experience, and we hope to have the opportunity to provide you with a much more comfortable and safe stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Emily, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you enjoyed our amazing location, excellent breakfast and comfortable beds. It is particularly pleasing to see your 100/100 rating for our breakfast, as well as the positive ratings for cleanliness, arrival and departure. We truly appreciate your recognition of these aspects of your stay. At the same time, we are sorry that the room lighting did not meet your expectations. We understand that relying primarily on lamps can make the room feel insufficiently illuminated, particularly when guests are getting ready or spending time in the room during the evening. Your feedback is appreciated and will be taken into consideration as we review opportunities for improvement. We also apologise for the issues you experienced with the shower pressure and hot water. We understand that having to turn the hot water fully on and still finding the temperature only just adequate would have been frustrating and would affect your overall comfort. We will share your comments with our Engineering team so these concerns can be reviewed and investigated. Thank you again for your honest and constructive feedback. We are pleased that you enjoyed several important aspects of your stay, and we hope to have the opportunity to welcome you and your family back and provide you with a more comfortable overall experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Kathy, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to know that you appreciated our convenient location and were satisfied with several aspects of your stay, including your arrival, departure and Wi-Fi. We also appreciate your positive comments regarding our team and our sustainability efforts. However, we are sincerely sorry that the accommodation did not meet your expectations, particularly as you were travelling with your family. We understand your disappointment with the size of the family room and appreciate that the room felt too small for your needs. We also apologise for the issues you experienced with the shower and bathroom. Water spreading across the bathroom floor and excessive noise from the toilet and shower are certainly not ideal, and we understand how these issues would affect your comfort during your stay. Your comments will be shared with our Engineering team for review and follow-up. We are also sorry that these concerns had such an impact on your overall experience and your willingness to recommend us. As an ALL Accor member and Accor Vacation Club member, we particularly value your feedback and appreciate you bringing these matters to our attention. Thank you again for your honest and constructive comments. We hope to have the opportunity to welcome you back in the future and provide you and your family with a more comfortable experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Mitchell, Thank you very much for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta, and for giving us an outstanding 100/100 rating. We are delighted to hear that you enjoyed our convenient location and found us ideally positioned near Eat Street, CommBank Stadium and public transport, with the light rail right outside the hotel entrance. It is particularly pleasing to see that you rated every aspect of your stay 100/100, including your arrival, accommodation, cleanliness, breakfast, our team, departure and Wi-Fi. We are also grateful for your positive feedback regarding our sustainability efforts. As an ALL Accor Classic member, we truly appreciate you choosing to stay with us and sharing your experience. Your excellent feedback is a wonderful encouragement for the entire team. Thank you again for choosing Novotel Sydney Parramatta. We look forward to welcoming you and your family back for another excellent stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Daniel, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to see that you were satisfied with several aspects of your stay, including the booking process, arrival, cleanliness, breakfast, our team, departure, Wi-Fi and our sustainability efforts. We sincerely appreciate the positive ratings you provided across these areas. However, we are sorry that the room allocated to you did not meet your expectations, particularly in terms of its size and functionality. We understand your concerns regarding the limited desk space, lack of storage for your belongings and the size of the ensuite. We appreciate that, while you were grateful to have accommodation available at short notice, paying the full rate for a room that felt particularly compact would understandably have been disappointing. We also acknowledge your comments regarding breakfast and your expectations as an ALL Accor Silver member. We understand the importance of ensuring that our loyalty members feel recognised and receive value from their relationship with Accor, particularly when their company is a regular user of the programme. Your feedback regarding the overall value and loyalty experience has been noted. We are grateful that you took the time to provide such detailed and constructive feedback. Your comments will be shared with the relevant teams as we continue to review the guest experience and identify opportunities for improvement. Thank you again for choosing Novotel Sydney Parramatta. We hope to have the opportunity to welcome you back and provide you with a room and overall experience more suited to your expectations. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Matthew, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that your check-in was smooth and that our Front Office team made you feel welcome. It is also wonderful to see that you rated our team and cleanliness highly, with 90/100 for both. Your positive comments about our colleagues are greatly appreciated and will be shared with the team. At the same time, we are sorry that some aspects of the property affected your overall experience. We acknowledge your comments regarding the dim lighting in the corridors and understand how the presentation of the common areas can influence the impression of the hotel when making your way to your room. We also appreciate you bringing the condition of the bathroom ceiling to our attention. The misaligned ceiling panels do not provide the level of presentation we would like our guests to experience, and we will ensure this feedback is passed on to the relevant team for review and follow-up. We are grateful that, despite these concerns, you found the room itself satisfactory and rated your overall loyalty experience positively. Your 9/10 rating for the ALL Accor programme is particularly appreciated. Thank you again for your honest and constructive feedback. Comments such as yours help us identify areas where we can improve the presentation and maintenance of the property. We hope to have the pleasure of welcoming you and your partner back in the future and providing an even better experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Kylie, Thank you for taking the time to provide such detailed and honest feedback following your recent stay at Novotel Sydney Parramatta. First and foremost, please accept our sincerest apologies. We are genuinely disappointed to read that a guest who has previously trusted Novotel to provide a reliable and comfortable experience was left feeling so let down on this occasion. We particularly regret that your stay with your family began with such a significant inconvenience. Our standard check-in time is 3:00pm, and arriving at 5:30pm only to be advised that your room was still occupied and would not be ready until 7:00pm or later is understandably unacceptable, particularly when you were travelling with two children, had an event to attend and needed time to prepare and allow your daughter to rest. We also acknowledge your frustration regarding the lack of communication before your arrival. We understand your point that, if we were aware that the room would not be available at the expected check-in time, you should have been contacted and informed in advance. Having to discover this only upon arrival added unnecessary stress to what should have been a straightforward arrival experience. While we are pleased that our team was eventually able to provide an alternative room for your family to use, we recognise that this did not undo the inconvenience or the valuable time you lost moving between rooms before your event. We are sorry that this occurred. We also sincerely apologise for the room amenities not being properly prepared. The absence of expected bathroom amenities, limited tea and coffee supplies and the lack of other room items added to an already disappointing arrival. More importantly, we understand why you expected these items to be addressed during the following day's service. Your comments regarding the room not being serviced are also concerning. We appreciate that you were away from the room from approximately 10:30am until 4:00pm and reasonably expected the room to be serviced during that period. Having fresh towels offered later in the afternoon, rather than the room being properly serviced, understandably added to your frustration. We are equally sorry about your experience at the bar. Waiting approximately 20 minutes without being served after being advised that someone would attend is not the level of service we expect to provide. We are, however, pleased that your later interactions with our evening bar team were positive and that you found those colleagues prompt and pleasant. Your breakfast experience is another area where we clearly fell short. Being directed to "sit where you like" when the available tables were either occupied or visibly unclean did not provide the welcoming start to the morning that your family deserved. We apologise that you then had to locate a team member yourself to have a table cleaned, and we are sorry that the interaction felt dismissive. We also take your comments about the breakfast food very seriously. Raw mushrooms, overcooked or poorly presented bacon, unavailable pastries and food that lacked flavour are not consistent with the breakfast experience we aim to deliver. We appreciate that you were able to find some positives in the coffee and pancakes, but we recognise that these positives did little to compensate for the overall breakfast experience. We are also grateful that you acknowledged the members of our team who provided good service, particularly the evening bar staff and the colleagues who assisted you at check-out. Your comments demonstrate that there were still individuals who made an effort to look after you, and we will ensure this positive feedback is recognised. Kylie, we also want to acknowledge the importance of your comments as a returning guest and Gold ALL member. You have previously relied on Novotel to consistently provide the standards you described — helpful staff, clean and comfortable rooms, good facilities and a reliable overall experience. We are particularly sorry that this stay fell so far short of that expectation. We appreciate your recognition of the rate benefit and the additional reduction provided following the room availability issue. While we are glad that this was offered as an immediate service recovery, we fully understand your point that compensation cannot replace the time, convenience and overall experience that were lost during your stay. We are especially sorry to hear that you have upcoming events in September and October and that, following this experience, you are considering staying elsewhere. We completely understand why you would feel this way, and we do not take your decision lightly. Your feedback has been shared with the relevant departments for review, including Front Office, Housekeeping, Food & Beverage and Breakfast Operations. The number of separate issues you experienced demonstrates that this was not simply one isolated problem, but a series of missed opportunities to provide the level of service you should reasonably expect from us. Thank you for saying that "someone needs to know." We are grateful that you took the time to explain what happened rather than simply leaving disappointed without giving us the opportunity to learn from it. Your feedback gives us clear areas to address and improve. Please accept our sincere apologies to you, your husband and your children for the inconvenience, frustration and disappointment caused during your stay. We are very sorry that your family's visit was affected in this way, particularly when you arrived expecting the reliable Novotel experience you had received previously. We sincerely hope that we may have the opportunity to regain your confidence in Novotel Sydney Parramatta. If you do decide to stay with us again, we would be very grateful for the opportunity to provide the experience you originally expected and should have received on this occasion. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta