Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely, Maitri Joshi

Dear Jolene, We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Lisa G., We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Steve - Night Supervisor Novotel London Wembley

Dear C. , Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Maitri Joshi

Dear Bola , Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Maitri Johi

Dear Mark, We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Simon , Thank you for taking the time to share your feedback. We are sincerely sorry to hear that your arrival experience did not meet your expectations. We fully understand your disappointment, particularly as a returning ALL Accor member who has chosen to stay with us on numerous occasions. Please accept our apologies for the way the interaction was handled and for not making you feel recognised and welcomed. While early check-in is subject to room availability and an additional charge may apply when an early check-in room is requested, this should always be communicated with courtesy, clarity and consideration. We are sorry that this was not your experience. Your comments regarding the recognition of returning members and the overall welcome experience have been taken seriously and will be shared with our Front Office team to ensure we learn from this feedback and improve our approach. We truly value your loyalty and hope to have another opportunity to provide you with the warm and welcoming experience you deserve. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Grace, Thank you for taking the time to share your feedback. We are truly sorry to hear about your disappointing experience during your recent stay with us. Please accept our sincere apologies for the unacceptable condition of the bedding upon your arrival. This is certainly not the standard of cleanliness and comfort we strive to maintain, and we completely understand your frustration, particularly as you were required to change the bedding yourself. We also apologise that the situation was not handled with the care, urgency and professionalism you deserved. We are equally concerned to hear about your interaction with our Reception team. Every guest should be treated with courtesy, respect and understanding, and we regret that you were left feeling unwelcome and unsupported. Please be assured that your feedback has been taken seriously and will be shared with the relevant Housekeeping and Front Office teams to review what happened and help prevent similar situations in the future. We truly value your continued preference for Novotel and hope you will give us another opportunity to restore your confidence in our hotel and provide you with the experience you rightfully expect. Kind regards, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Leslie, We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Rodina, Thank you for your lovely feedback! We’re delighted to hear that you enjoyed our convenient location and found our team friendly and efficient. We appreciate you bringing the issue with the table light to our attention and will ensure it is checked. We hope to welcome you back to Novotel London Wembley soon! Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Melissa, We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Maitri

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Maitri Joshi

Dear Kate B., We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Dear Peter , We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Christopher, We very much appreciate your comments regarding your stay at the Novotel London Wembley. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear Robert, Thank you for taking the time to tell us about your experience at the Novotel London Wembley. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel London Wembley, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Troye Fernandes Reception Supervisor Novotel London Wembley

Dear M., Thank you very much for your wonderful review and for sharing your experience with us. We are delighted to hear that you enjoyed our convenient location, especially our proximity to Wembley Stadium and the Underground station. It is also wonderful to know that you found your accommodation clean and comfortable and enjoyed our delicious breakfast. We are thrilled that you had a superb weekend with us, and your kind comments are greatly appreciated by the entire team. We look forward to welcoming you back to Novotel London Wembley on your next visit to London. Warm regards, Maitri Joshi Front Office Supervisor

Dear Mr. C., Thank you for taking the time to share such detailed feedback. We are genuinely sorry to hear about your experience during your stay, particularly after such a long journey with a young child. We sincerely apologise for the difficulties you experienced on arrival. Having to manage six large suitcases yourselves after a 13-hour flight, without the assistance you reasonably expected, clearly made for a very frustrating start to your stay. While our hotel does not operate a concierge service, we appreciate that this does not diminish the importance of providing appropriate assistance to guests, particularly families travelling with young children. We are equally concerned to hear about the condition of the first suite, including the damaged kitchen bin and, most importantly, the window that was not properly secured. Guest safety is our highest priority, and we are very sorry that this issue was not identified and resolved before your arrival. We appreciate your understanding in accepting a move to another suite, but we fully recognise that having to move all your luggage yourselves added further frustration to an already difficult experience. The maintenance team was informed to check the suite to make sure everything was fixed. Your comments regarding the lack of a functioning in-room telephone and difficulties using the app are also noted. We understand how inconvenient it must have been to repeatedly make your way to reception whenever you needed assistance. We have texted the QR codes again and they are working to contact Reception. We are also sorry that your invoice was not sent as requested and that you had to follow up after your departure. The invoice has been emailed again. As an Accor member and a guest who has stayed at other Novotel properties, we are particularly disappointed that your experience at Novotel London Wembley fell short of the standard you expected. Your feedback has highlighted several areas where we need to improve, and we will be sharing your comments with the relevant teams and management. Most importantly, please accept our sincere apologies for the frustration and inconvenience you experienced. Regards Samrat Wadhwa Reception Manager Novotel London Wembley