Dear Belinda, Thank you for taking the time to share such wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you had an exceptional experience with us and that our friendly team made your arrival and check-in smooth and effortless. It is especially pleasing to know that you enjoyed our breakfast selection, found the facilities clean and well presented, and had such a restful night's sleep in our comfortable beds. We are also grateful for your perfect 100/100 ratings across every aspect of your stay, from booking and arrival through to accommodation, cleanliness, breakfast, our team, departure, WiFi and sustainability. Your 10/10 recommendation of both the hotel and the ALL Accor loyalty programme is greatly appreciated. As a Gold ALL member, we truly value your loyalty and are pleased that your experience reflected the level of comfort and service we strive to provide. Thank you again for choosing Novotel Sydney Parramatta and for taking the time to recognise our team. We look forward to welcoming you back for another exceptional stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Teresa, Thank you for taking the time to share such detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies for the disappointing aspects of your experience, particularly with our dining and in-room dining services. We fully understand how frustrating it would have been to order the same meal on three occasions and receive it incorrectly each time, particularly when two meals had to be returned and you were then required to wait longer. This is certainly not the level of accuracy or service we expect from our restaurant and room service operations. We are also very sorry that your room was not comfortable due to the limited lighting and ongoing difficulties with the air conditioning and heating. We understand how important it is to have a comfortable and well-lit room throughout a stay, and we regret that these issues affected your experience. Your comments regarding the room service order are particularly concerning. We should have confirmed the details of your order and any sauce preferences before sending the meal to your room. We apologise that peppercorn sauce was provided despite this not being to your preference, resulting in your wife having the meal instead. Your feedback regarding order accuracy and confirming guest preferences has been noted for review. We also acknowledge your comments regarding our gym facilities. We understand your disappointment with the size of the fitness centre, the lack of free weights and the stability of some of the equipment. Your 10/100 rating for the gym clearly reflects how far the facilities fell short of your expectations. On a positive note, we are pleased to hear that you enjoyed our convenient location for attending the NRL final in Sydney and that your room was cleaned well each day. We also appreciate your positive ratings for booking, WiFi and the other aspects of your stay. As a Classic ALL member and Accor Vacation Club member, we genuinely value your loyalty. We also acknowledge your feedback regarding ALL recognition and your 5/10 recommendation of the loyalty programme. Thank you again for your honest and constructive feedback. Your comments regarding dining, room service, air conditioning, lighting and gym facilities have been noted for review. We hope to have the 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 Hans U., Thank you for taking the time to share such detailed feedback following your recent stay at Novotel Sydney Parramatta. We sincerely appreciate your honest comments and the opportunity to better understand your experience. While we are pleased to hear that you found the booking process through ALL.com easy, appreciated the friendliness of our Reception team, and enjoyed the Diamond member parking benefit, we are genuinely sorry that several aspects of your stay did not meet your expectations. We understand that, as a Diamond member who has experienced different Accor properties, you have a clear understanding of the standards and consistency you expect from the Accor experience. We recognise how important it is for our guests to feel that the accommodation, facilities, dining and recognition they receive reflect the quality and hospitality associated with the brand. We regret that we fell short of this expectation during your visit. Your comments regarding the room's furnishings, décor, carpets and overall presentation are noted. We understand that the condition and appearance of a room contribute significantly to a guest's perception of comfort, quality and cleanliness. We appreciate your perspective on the carpets in particular and acknowledge the importance of maintaining a clean, hygienic and welcoming environment throughout the property. Your feedback regarding the bathroom configuration and shower installation is also understood. We recognise that the design and practicality of bathroom facilities can have a considerable impact on the overall accommodation experience, particularly for guests who expect modern conveniences and a comfortable space. We also appreciate your constructive feedback regarding our breakfast offering. We are pleased that you acknowledged the variety available, including the live egg station, while also highlighting opportunities to provide a broader selection that caters to the diverse backgrounds and preferences of our international guests. We understand your suggestion regarding Asian breakfast options, including fried rice and noodles, and recognise the value of offering a selection that appeals to guests travelling from different parts of the world. We are grateful that you took the time to explain what would have made the experience more enjoyable for you. Regarding the welcome drink, we are sorry that the available selection did not meet your expectations. We understand that welcome benefits are an important part of recognising our valued loyalty members, and we regret that the options offered did not provide the experience you had hoped for. We appreciate your candid feedback on this aspect of your stay. Please be assured that, as a property, we continue to do our very best to provide a welcoming environment and a positive experience for every guest. We recognise that there are areas where we can continue to improve, and feedback such as yours helps us better understand where the guest experience may not be aligning with expectations. Although not every aspect of a property's facilities can be changed immediately, we remain committed to doing our best within our means, continually reviewing our standards and looking for opportunities to enhance the experience we provide. We are particularly grateful for your positive comments regarding our Reception team. It is encouraging to know that our colleagues made a favourable impression through their friendly service, and we appreciate your recognition of their efforts. Our team works hard to make guests feel welcome, and it is always meaningful to receive acknowledgement of their hospitality, even when other aspects of a stay have been disappointing. As a Diamond member of ALL Accor, your continued loyalty is important to us. We are pleased that you would recommend the loyalty programme and that the parking benefit was appreciated. At the same time, we understand that loyalty recognition extends beyond individual benefits; it is also about feeling valued and experiencing the standards and service associated with the programme. We regret that your overall experience did not leave you with that impression. Hans U., thank you again for sharing your perspective so openly. We respect your feedback and understand your disappointment, particularly given your expectations of the Accor brand. While we are sorry to learn that you do not currently intend to return, we would like you to know that you would always be welcome at Novotel Sydney Parramatta. We sincerely hope that, should your travels bring you back to the area, we may have another opportunity to welcome you and provide a more positive experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Rebecca, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are sorry to hear that you felt the price paid for your room did not represent good value for the overall experience. We understand how important it is for guests to feel that their stay provides the level of comfort and value they expect. We appreciate your comments regarding the accommodation and the areas where you feel we could improve, particularly the recognition of your Gold ALL status, the bathroom PowerPoint, the lighting in our hallways and the cleanliness around the lift entry in the car park. Your feedback regarding these matters has been noted and is valuable in helping us identify areas requiring further attention. At the same time, we are pleased to see that you had positive experiences with several aspects of your stay, including our breakfast, where you rated the selection 90/100, and our team, which you rated 90/100. We also appreciate your 80/100 ratings for booking, arrival and departure. As a Gold ALL member, we genuinely value your loyalty and are sorry that we did not deliver an experience that met your expectations on this occasion. We also acknowledge your 4/10 recommendation of both the hotel and the ALL loyalty programme. Thank you again for your honest and constructive feedback. We hope to have the opportunity to provide you with a more comfortable and worthwhile experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramata

Dear Melissa, Thank you for taking the time to share such detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your overall experience did not meet the standard you expected from a Novotel. We particularly appreciate your detailed comments, as they highlight several areas where we need to improve. We are sorry that the bathroom in your first room, including the shower-over-bath configuration and poor ventilation, was not suitable for your needs. We are pleased that our team was able to assist with moving you to another room, and we appreciate your recognition of their helpfulness when you raised both the room and noise concerns. Unfortunately, we regret that the second room, being located directly opposite the lifts, exposed you to significant corridor noise late at night. We understand how disruptive this would have been, particularly when it affected your ability to sleep. Your comments regarding noise management and soundproofing are noted and are important areas for our ongoing review. We also acknowledge your feedback regarding the condition of our bathrooms and the general presentation of parts of the hotel, as well as your comments about the gym being limited in size and becoming crowded when busy. We understand your expectation for a more modern and comfortable experience. Your comments regarding parking are also appreciated. We understand your concerns about the $40 daily parking charge and the difficulty of navigating the car park, particularly given the tight spaces. We note your observation regarding the front valet area and the difference in convenience and accessibility. At the same time, we are pleased that you found your room spacious and comfortable, appreciated our convenient location, and found our team pleasant and helpful. Your 80/100 rating for arrival and 70/100 ratings across cleanliness, breakfast, our team, departure and WiFi are also appreciated. We recognise that your overall rating of 30/100 and recommendation of 1/10 reflect a significant level of disappointment. We are sorry that the condition of the bathrooms, noise, parking and overall presentation affected your stay to this extent. Thank you again for your honest and constructive feedback. Your comments regarding room and bathroom condition, noise management, parking and gym facilities have been noted for review. We hope that, should you choose to stay with us again, we can provide a much more comfortable and positive experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Shun, Thank you for taking the time to provide your detailed feedback regarding your recent stay at Novotel Sydney Parramatta. I am sorry to hear that you were disappointed with several aspects of your experience. I would like to address the concerns you raised and provide some clarification. Regarding the ALL stay recognition and points, these matters are managed directly through Accor's ALL programme. As such, the hotel is not able to independently determine or amend the final stay-crediting outcome on your ALL account. I would encourage you to raise this directly with Accor ALL so they can review your reservation, payment and stay history and provide you with the appropriate resolution. This will also ensure that you receive the same information directly from the team responsible for managing your ALL account. Regarding your payment and receipt concerns, I would also like to clarify that the receipt for your stay was sent to your email address following the booking/payment process. There is no issue with providing a copy of the invoice or receipt, and these documents can also be provided upon request at any time. We are sorry if you were under the impression that the hotel was unwilling to provide this documentation. I would also like to clarify that our team does not, and would never, require or pressure a guest to provide positive feedback. We respect all of our guests and particularly value our ALL members, and we encourage everyone to provide honest feedback based on their own experience. A favourable review is never a condition of receiving assistance or service from our team. During your stay, our team made every effort to assist you, as they have also done during your previous stays with us. We are nevertheless sorry that you felt the support provided on this occasion was not sufficient. With regard to the rate, your stay took place during a particularly busy period. We understand that you had initially decided not to proceed with the reservation and subsequently explored rates and availability with other hotels. After comparing the available options, you chose to return to us and proceed with your reservation. This indicates that the rate we were able to offer at the time was the most competitive option available to you, particularly given the high demand and occupancy levels during that period. We were therefore pleased that you ultimately chose to stay with us. Our intention is always to ensure that our guests and ALL members feel comfortable and confident in choosing our hotel. If, after reviewing your experience, you feel that our property is not able to meet your expectations, we would of course respect your decision to choose another Accor property that may be better suited to your needs. Our priority is for you to have an experience where you feel valued and satisfied as an ALL member. We have also taken note of your comments regarding room servicing, breakfast, the welcome amenity, room upgrade and overall Front Office service. These points are important and will be reviewed internally. As a Platinum ALL member, we genuinely value your loyalty and appreciate you bringing these concerns to our attention. For the points and stay-recognition component specifically, I strongly recommend continuing this directly with Accor ALL so that the relevant team can review your account and provide you with a definitive response. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Arfa, 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 condition of the wash basin in Room 1001 upon your arrival. We fully understand your frustration, and you are absolutely right that a blocked basin should have been identified and rectified before the room was released for a new arrival. This fell short of the attention to detail and room readiness standards we expect. Your comments regarding housekeeping and the need for greater attention to detail have been noted, and we will ensure this matter is followed up with the relevant teams. We also appreciate your suggestion regarding signage at the drop-off lane. Your observation about the positioning required to activate the right-turn traffic light is practical and helpful, and we will review whether clearer guidance could be provided to guests. We are, however, pleased to see that you rated your arrival, our team, departure, WiFi, breakfast and sustainability efforts 100/100. We also appreciate your 100/100 rating for ALL member recognition and your 10/10 recommendation of the loyalty programme. As a Silver ALL member and Accor Vacation Club member, we greatly value your continued loyalty. We recognise that the blocked basin had a significant impact on your overall experience, reflected in your 10/100 overall rating and 1/10 recommendation. We sincerely regret that this basic room-readiness issue affected your confidence in the hotel to such an extent. Thank you again for bringing this to our attention. Your feedback is valuable and will assist us in reinforcing the importance of thorough room inspections and attention to detail. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Chris, 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 are particularly sorry to hear about the condition of the shower and the difficulty you experienced using it. We fully understand your point that a functioning shower is a basic necessity, and we regret that this was not the case during your stay. We are also concerned by your comments regarding the cleanliness of the shower area. The combination of a maintenance issue and an area that was not presented to the expected standard would understandably have had a significant impact on your comfort and overall impression of the accommodation. Your 40/100 rating for accommodation and cleanliness, together with your 30/100 rating for our team, clearly reflects the extent to which this affected your stay. We are sorry that we did not provide the level of service and accommodation you should reasonably expect from us. At the same time, we appreciate your positive recognition of our convenient location, reflected in your review title, and your 60/100 ratings for booking, arrival and departure. As a Classic ALL member and Accor Vacation Club member, we also value your loyalty and regret that this stay did not reflect the experience we would want you to have. Thank you again for bringing these concerns to our attention. Your feedback regarding the shower condition, maintenance and cleanliness has been noted for review. We hope to have the 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 Peter, Thank you for taking the time to share such detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that the condition of the hotel and your accommodation did not meet the standard you expected. We particularly regret that the age and overall condition of the room affected your experience, including the dust around the skirting, rust in the bathroom and the areas where further maintenance and attention were required. We are also sorry to hear about the lack of soundproofing through the room door and the disruption caused by noise from neighbouring guests throughout the night. We understand how frustrating this would have been, particularly when it affected your ability to enjoy a comfortable night's sleep. Your comments regarding our restaurant offering are also appreciated. We understand your feedback regarding the selection and presentation of the meals, and we will take this into consideration as we continue to review the dining experience. On a positive note, we are very pleased to see that our team made a strong impression, with 100/100 ratings for both arrival and departure and a 100/100 rating for our team. We greatly appreciate your recognition of our check-in colleagues and our knowledgeable and friendly bar team. It is especially wonderful to hear that the cheese platter was a highlight of your time at the bar. We also appreciate your positive feedback regarding the booking experience, WiFi and our sustainability efforts. As a Classic ALL member and Accor Vacation Club member, we value your loyalty and are pleased to see your 9/10 recommendation of the ALL loyalty programme. Thank you again for your honest and constructive feedback. Your comments regarding the condition of the property, room maintenance, cleanliness, noise and dining experience have been noted for our ongoing review. We hope to have the opportunity to provide you with a more comfortable and enjoyable experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Emma, 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 are particularly sorry to hear about the issues you experienced with the shower pressure and hot water, the air conditioning, and the pillow arrangement in your room. We understand how these issues would have affected your comfort during your stay. We are also concerned to hear about your experience with our Front Office team during both arrival and departure. Being left waiting when there was no other guest requiring assistance, and feeling that our colleagues appeared uninterested or irritated when you approached them, is not the level of welcoming and attentive service we expect to provide. We sincerely apologise for the impression this created. Your comments regarding the room cleanliness and air-conditioning maintenance are also taken seriously. We understand your concern regarding the condition and cleanliness of the air-conditioning system, and these comments have been noted for further review. We also acknowledge your feedback regarding the limited number of pillows provided on the king bed. We appreciate that having only three pillows did not meet your expectations, and we regret that this contributed to your overall dissatisfaction. Your overall rating of 40/100 and recommendation of 3/10 clearly indicate that we fell short across several important aspects of your stay. We are sorry that the experience was not more comfortable or welcoming. Thank you again for bringing these matters to our attention. Your feedback regarding the room, maintenance, cleanliness and service has been noted for review, and we hope to have the opportunity to provide a significantly improved experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Simon, Thank you for taking the time to share your detailed feedback. I am very sorry that your stay did not meet the standard you have come to expect from Novotel. I sincerely apologise for the condition of the bathroom, including the mould you encountered in the shower and on the ceiling, as well as the discomfort caused by the bed. We take these concerns seriously and have referred the bathroom condition and bed quality to the relevant teams for immediate inspection and follow-up. I also apologise that your requested shower cap and vanity items were not delivered. This is not the level of follow-through we expect from our team, and we will review what occurred to prevent a recurrence. It is encouraging to see that you found the booking experience, arrival, breakfast, Wi-Fi and interactions with our team positive. Nevertheless, we recognise that the condition and cleanliness of the room significantly affected your overall experience. Thank you again for bringing these matters to our attention. Your feedback is valuable in helping us identify where improvements are required. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Indika, Thank you for sharing your feedback and for choosing Novotel Sydney Parramatta for your family stay. We are pleased to hear that you found our location convenient, our team helpful, and your check-in experience easy. It is also wonderful to know that our Reception team contributed positively to your stay. Thank you for your suggestions regarding a microwave and the Wi-Fi connection. We appreciate your feedback and will take these comments into consideration as we continue looking for ways to improve the guest experience. We hope to have the pleasure of welcoming you and your family back to Novotel Sydney Parramatta in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Cheryl, Thank you 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 found the hotel comfortable and accommodating for your family, and that you were happy with the service provided by our team. It is wonderful to see your strong ratings across your stay, including 90/100 for booking, arrival, cleanliness, breakfast, our team, departure, WiFi and sustainability. We also greatly appreciate your 9/10 recommendation and your positive feedback regarding the helpfulness of our team during the booking process. We are pleased that your accommodation was comfortable and that you had an enjoyable overall experience. As a Classic ALL member and Accor Vacation Club member, we truly appreciate your continued loyalty and your confidence in recommending us to others. Thank you again for choosing Novotel Sydney Parramatta. We look forward to welcoming you and your family back again for another comfortable and enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Ann, Thank you for taking the time to share your detailed feedback following your recent family stay at Novotel Sydney Parramatta. Please accept our sincere apologies that several aspects of the hotel did not meet the standard we strive to provide. We are particularly sorry to hear about the condition of the bathroom and the mould you observed in the shower silicone. We understand how this can negatively affect your perception of cleanliness and comfort, and your comments regarding the bathroom have been noted for follow-up. We also appreciate your feedback regarding the dark and dated appearance of the corridors, as well as your comments about the pool and gym facilities. We recognise that these areas contribute to the overall impression of the hotel, and we appreciate you bringing your concerns to our attention. At the same time, we are pleased to see that you had a positive experience with our team, breakfast, accommodation and arrival, with 80/100 ratings across these areas. We are especially grateful for your 100/100 rating for departure and your 10/10 recommendation of the ALL Accor loyalty programme. It is also wonderful to know that you appreciated our sustainability efforts, particularly the water filtration initiative at the bar. As a Silver ALL member, we truly value your loyalty and regret that this stay did not fully reflect the experience we would want you to have. Thank you again for your honest feedback, and we hope to have the opportunity to provide you with a more comfortable and enjoyable stay should you choose to return. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Joseph, Thank you for sharing your wonderful feedback following your stay at Novotel Sydney Parramatta. We are delighted to hear that you had such a positive experience, particularly with your late-night arrival. It is great to know that our team member who assisted you made the check-in process smooth and welcoming. We will certainly share your kind recognition with the team. We are also pleased that you enjoyed our breakfast selection and found your room clean and well presented. Thank you again for your generous feedback and for recommending us. We look forward to welcoming you back to Novotel Sydney Parramatta in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Krisha, Thank you very much for taking the time to share such wonderful feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to hear that you had an excellent experience and that our team was able to accommodate the minor changes you required during your stay. It is particularly pleasing to know that our colleagues went out of their way to be flexible and helpful. Providing a welcoming and personalised experience for our guests is something we take great pride in. We are also thrilled to see your 100/100 ratings across every aspect of your stay, including your booking, arrival, accommodation, cleanliness, breakfast, team, departure, WiFi and sustainability. Your 10/10 recommendation is greatly appreciated and is a wonderful recognition of the experience we aim to provide. As an ALL Accor Classic member, we also appreciate your continued loyalty and your positive rating of the loyalty programme. Thank you again for choosing Novotel Sydney Parramatta. We hope to have the pleasure of welcoming you and your family back for another wonderful stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Terence, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed our location and amenities, and that you were satisfied with the cleanliness, breakfast and service provided by our team. However, we sincerely apologise that noise from the adjoining room affected your stay on both nights. We understand how disruptive it can be to hear neighbouring guests, particularly when the noise continues late into the evening. Your comments regarding privacy and a quieter room are appreciated and will be taken into consideration when allocating rooms where possible. Thank you also for your kind feedback as an ALL Gold member. We hope to have the opportunity to welcome you back and provide you with a more peaceful and comfortable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Gurpreet, Thank you for taking the time to provide such detailed feedback following your 14-night stay with us. We are genuinely sorry to hear that your experience did not meet expectations. We particularly regret the concerns you raised regarding the housekeeping service, room amenities, carpet cleaning and linen changes, as well as the lack of variety in our breakfast offering. We also apologise that your early check-in request could not be accommodated and that you felt your queries were not addressed appropriately. Your comments regarding staffing levels and the consistency of our service are important to us, and we will review the areas highlighted with the relevant departments to identify opportunities for improvement. We appreciate your feedback and your loyalty as an ALL Accor member. We hope to have the opportunity to provide you with a significantly improved experience on a future stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Mary-Jane, Thank you for taking the time to share your feedback and for your positive comments regarding our location, breakfast, and overall experience. We are sorry to hear that noise from doors slamming impacted your stay. We understand how disruptive this can be, particularly when trying to relax and enjoy a comfortable stay. Your feedback has been noted, and we will continue to look at ways to minimise noise and improve the overall guest experience. We are pleased to see that you enjoyed your booking experience and rated your departure, Wi-Fi, breakfast and loyalty programme highly. We hope to have the pleasure of welcoming you back to Novotel Sydney Parramatta for an even more comfortable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta