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

Dear Virginia, 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 positive experience with us and that you enjoyed our convenient location, particularly our proximity to CommBank Stadium and the excellent range of restaurants nearby. It is also wonderful to know that you found your room comfortable and clean and that your check-in experience was smooth and welcoming. Your kind comments regarding our team are especially appreciated. We are very pleased to hear that our colleagues were friendly, helpful and professional throughout your stay. Your 10/10 ratings across your overall experience, arrival, accommodation, cleanliness, team and departure are a fantastic recognition of the efforts made by our team to ensure our guests feel welcomed and well looked after. We also appreciate your honest feedback regarding the breakfast selection. We understand that the choices available did not fully meet your expectations, and your comments will be shared with the relevant team as we continue to look for opportunities to improve our breakfast offering and provide greater variety. It is equally pleasing to see that our commitment to sustainability and your ALL Accor experience were both rated so highly. We greatly value your continued support as a Gold ALL member. Thank you once again for choosing to stay with us and for your excellent recommendation. We truly appreciate your support and look forward to welcoming you back to Novotel Sydney Parramatta for another enjoyable stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Stephen, Thank you for taking the time to share such detailed feedback regarding your recent stay at Novotel Sydney Parramatta. Please accept our sincerest apologies for the extremely disappointing experience you encountered. Having chosen to stay with us and paid for a Superior Room, we fully understand how frustrating it must have been to find that the room and overall experience did not meet the standard or value you reasonably expected. We are particularly concerned by the number of issues you experienced during your stay. The fact that the air conditioning was not functioning upon your arrival, and that you had to bring this to our attention yourself, is certainly not the experience we want for our guests. We also sincerely apologise for the inconvenience of having to leave your room for approximately an hour while the issue was being addressed. Furthermore, we understand that the excessive noise from the air conditioning after the repair would have continued to impact your comfort and sleep. We are equally sorry regarding the safe, the bathroom condition and, in particular, the cleanliness of the shower. A clean and well-maintained bathroom is a fundamental part of the experience we aim to provide, and we regret that we did not meet this basic expectation during your stay. We also acknowledge your concern regarding the bed configuration. You had booked and paid for a king-sized bed, and receiving a queen bed instead would understandably have been disappointing. We apologise that this did not match what you had booked and expected. Your comments regarding the room's size, condition and overall presentation are also taken very seriously. We understand that the room did not provide the Superior Room experience you were expecting, particularly considering the rate paid. We recognise that value for money is not simply about the price itself, but whether the overall product and service justify that price in the eyes of the guest. We are very sorry that, rather than feeling comfortable and well looked after, you left with the impression that the hotel was old, tired and poorly maintained. This is certainly not the impression we want our guests to have of Novotel Sydney Parramatta. Please be assured that your feedback has been shared with the relevant departments for review, particularly in relation to the air conditioning, safe, bathroom cleanliness, room presentation and the discrepancy regarding the bed configuration. Feedback such as yours helps us identify where we need to improve and where greater attention is required. We also regret that your experience was not recovered during your stay and that you were left feeling that your concerns had not been adequately addressed. We understand how disappointing this would have been, particularly after paying a significant rate for your accommodation. Stephen, we genuinely appreciate you bringing these matters to our attention. While we understand your decision not to choose to stay with us again, we are sincerely sorry that your experience resulted in this level of disappointment. Please accept our sincere apologies once again for the inconvenience, frustration and disappointment caused during your stay. We hope that, in time, we may have an opportunity to restore your confidence in Novotel and demonstrate the level of experience and service that we aspire to provide. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Catherine, Thank you very much for taking the time to share such wonderful and detailed feedback following your recent stay at Novotel Sydney Parramatta. We are absolutely delighted to hear that you had such a positive experience with us and that you enjoyed our convenient location, fresh breakfast, exceptionally clean room, and the friendly and professional service provided by our team. It is especially wonderful to hear you recognise our colleagues individually. I will certainly share your kind words with Waleed and JP at the Front Desk, Diana from Housekeeping, Claudia from Breakfast, and Lee from our Lobby Bar. Your comments about their kindness, professionalism, helpfulness and genuine care are a fantastic recognition of their efforts. I am sure it will mean a great deal to each of them to know that they contributed so positively to your stay. We are also pleased to hear that Waleed was able to assist you throughout your stay and that you enjoyed your conversation and mocktail with Lee. Creating these personal and memorable interactions is exactly what we want our guests to experience. Thank you once again for your generous recommendation and for recognising our team. We truly appreciate your support and look forward to welcoming you back to Novotel Sydney Parramatta for another wonderful stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Celeste, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies for the very disappointing experience you had with us. We are particularly concerned to read your comments regarding the condition and cleanliness of your room, and we fully understand why you felt that the experience did not represent good value for the rate you paid. The issues you have highlighted, including stains on the sheets, damaged towels, the general condition of the room and the standard of cleaning, are not what we expect for our guests. Clean, fresh linen and towels, as well as a properly maintained and presented room, are fundamental to the experience we aim to provide. We are very sorry that we fell short of these basic expectations during your stay. We also acknowledge your comments regarding the missing amenities, including shower caps and face washers. These are details that should be properly checked and replenished as part of our room preparation, and we regret that this was not done to the expected standard. Your comments regarding the hotel's overall condition and maintenance are also taken seriously. We understand that the age and presentation of the property can influence the overall guest experience, but this should never compromise cleanliness, comfort or the condition in which a room is presented. We are especially disappointed that you rated your experience so poorly and that you felt there was no positive aspect to your interaction with our team. We recognise that when a guest encounters issues from the moment they arrive, it is our responsibility to respond promptly, listen carefully and make every reasonable effort to recover the experience. Your feedback has been shared with the relevant housekeeping and maintenance teams so that the specific concerns raised can be followed up and addressed. Celeste, we genuinely apologise that your stay did not meet the standards you expected from Novotel. We understand your disappointment, particularly given the rate you paid and your expectations when booking through ALL.com. Thank you again for bringing these matters to our attention. Feedback of this nature is important as it allows us to identify where we need to improve and hold ourselves accountable for the guest experience we provide. We sincerely hope we may have an opportunity in the future to restore your confidence in Novotel Sydney Parramatta and provide you with the clean, comfortable and well-maintained experience you should have received on this occasion. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Glen, 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 the hotel clean, comfortable and well suited to your stay. It is also great to know that you enjoyed our convenient location, with the wide range of restaurants and outdoor dining options nearby. We are especially pleased to see that every aspect of your stay, including your booking, arrival and check-in, accommodation, cleanliness, our team, check-out and Wi-Fi, received a 100/100 rating. Your 10/10 recommendation and positive feedback as an ALL Accor Classic member are greatly appreciated. Your kind comments about our team being nice and polite will certainly be shared with our colleagues. Feedback such as yours is wonderful encouragement for the team and reinforces the importance of providing friendly and professional service to every guest. Thank you again, Glen, for choosing Novotel Sydney Parramatta and for your generous feedback. We truly appreciate your loyalty and support and look forward to welcoming you back for another excellent stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Laura, 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 was affected by the street noise and, in particular, the leak you discovered from the toilet. We understand how disappointing and inconvenient it would have been to discover a maintenance issue in your room, especially later in the evening. We are sorry that this impacted your overall experience and comfort. Your feedback regarding the leak has been taken seriously and will be shared with our Engineering team for inspection and follow-up to ensure the issue is appropriately addressed. We also appreciate your comments regarding the noise on the lower level. While our location means that some external noise can be experienced, particularly in rooms closer to the street, we understand that this can be disruptive when trying to rest. Where possible, our team is happy to discuss alternative room options subject to availability. Thank you again for bringing these matters to our attention. We regret that we did not provide the comfortable experience you expected and hope to have the opportunity to welcome you back and provide a much-improved stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Ms N., Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. Please accept my sincere apologies that your daughter’s birthday stay did not meet your expectations. I am particularly sorry that the birthday request you had arranged with the hotel prior to arrival was confirmed but was not followed through. I completely understand how disappointing this would have been, especially as this was intended to be a special treat for your daughter. This was a clear service failure, and we should have ensured the request was actioned and acknowledged upon your arrival. I am also very sorry for the condition and presentation of the bathroom, including the empty shower gel bottle and the lack of sufficient towels for three guests. These are basic room standards, and I understand your disappointment. Your comments regarding the bathroom maintenance will be followed up with our relevant teams. We also sincerely apologise for the noise disturbance caused by the adjoining rooms and the loud doors, particularly as this affected your sleep. We understand how frustrating this can be when you are staying with your family. I am equally concerned by your experience at breakfast and your comments regarding the manner in which you were treated. This is certainly not the level of hospitality we expect from our team. Your feedback regarding the breakfast experience will be addressed with the relevant department. It is disappointing to know that these combined experiences resulted in such a low overall impression of your stay and that you have decided not to return. We genuinely appreciate you bringing these matters to our attention, as your feedback highlights several areas where we need to improve our consistency and attention to detail. Once again, please accept our sincere apologies, particularly for the missed birthday arrangement and the shortcomings you experienced throughout your stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Julienne, Thank you very much for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you had an excellent overall experience with us and that the accessibility arrangements, including the shower chair and easy-access bed, were prepared for your arrival and met your needs. We are especially pleased to know that you found your room, our cleanliness, Wi-Fi, team service and check-in and check-out experiences to be excellent. At the same time, I am sorry that you did not receive the recognition you expected as an ALL Accor Silver member. We sincerely apologise that you were not offered a welcome drink and that the appropriate loyalty recognition was not provided during your stay. This is certainly not the experience we want our valued ALL members to have, and your feedback will be shared with the team so we can reinforce the correct recognition and welcome procedures. I am also sorry to hear that your friend's dinner was forgotten and only arrived after the rest of the table had finished their meals. While we are pleased that you enjoyed the food, we understand how disappointing this would have been and apologise for the inconvenience caused. Thank you again, Julienne, for your wonderful overall rating and for highlighting both what went well and where we can improve. Your feedback is extremely valuable to us and helps us continue to improve our guest experience. We truly appreciate your loyalty as an ALL Accor Silver member and look forward to welcoming you and your friends back to Novotel Sydney Parramatta in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta