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

Dear Paul, Thank you very much for your kind review. We are delighted to hear that you had a relaxed and comfortable stay while enjoying the England game at Wembley. It is wonderful to know that you found the check-in process smooth and our location convenient for your visit. We truly appreciate your feedback and hope to have the pleasure of welcoming you back to Novotel London Wembley again soon. Warm regards, Maitri Joshi Front Office Supervisor

Dear G., Thank you for taking the time to share your feedback with us. We are pleased to hear that you found the room nice and comfortable. However, we are very sorry to learn that the noise from the room doors and fire door disturbed your sleep throughout your stay. We fully understand how frustrating this must have been, especially when trying to rest at night. Please accept our sincere apologies for the inconvenience caused. We will share your comments with our relevant teams so that we can look into the door mechanisms and explore ways to reduce the noise. We also appreciate your feedback regarding the window and will take this into consideration. We hope to have the opportunity to welcome you back and provide you with a much more peaceful and comfortable stay. Warm regards, Maitri Joshi Front Office Supervisor

Dear Helen, Thank you for writing us, we are sorry to hear about your experience and apologise for the disappointment caused. While we understand the importance of interconnecting rooms, these requests are always subject to availability and cannot be guaranteed, as unexpected room changes or maintenance issues may affect room allocation. However, we regret that the situation was not handled to your satisfaction and apologise for the delay in responding to your complaint. 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 Anthony, Thank you for sharing your positive feedback. We are delighted to hear that you had a pleasant experience with us and that you found our room service to be fast, efficient, and accommodating. We truly appreciate your kind comments and look forward to welcoming you back to Novotel London Wembley in the future. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear David, Thank you for your wonderful feedback. We are delighted to hear that you always enjoy your business trips to London when staying with us at Novotel London Wembley. It is lovely to know that Mabel and the front desk team continue to provide you with a warm welcome, and that you appreciated the member upgrade and the added comfort it provided. We truly value your continued loyalty and look forward to welcoming you back on your next visit to London. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Jayne, Thank you for your lovely feedback and for continuing to choose Novotel London Wembley whenever you come to see England play at Wembley. We truly appreciate your continued loyalty and are delighted to be your preferred hotel for your visits to Wembley. We look forward to welcoming you back again for your next match! Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Tracey, Thank you for taking the time to share such detailed feedback following your stay with us. We are pleased to hear that you enjoyed your room, found the bed comfortable, and received helpful service from our team. We are also glad that the hotel’s location suited your visit to the OVO Arena. However, we are very sorry to hear about your experience in the bar, particularly feeling uncomfortable due to the behaviour of some guests. We completely understand how disappointing and unsettling this must have been, especially when you had booked your stay well in advance. We also appreciate your comments regarding the queues, the availability of table service, and the number of people in the bar before the match. Your suggestion about proactively informing guests who have already booked about arrangements and restrictions on event or football match days is very helpful. We will certainly share this feedback with the relevant team for consideration. We also appreciate your kind words about our staff, particularly in what was clearly a very demanding evening for them. Thank you again for your constructive feedback. We hope to have the opportunity to provide you with a more comfortable and relaxing experience on a future visit. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear colin, Thank you for sharing your feedback. We are pleased to hear that you found our location perfectly suited for your visit to Wembley. We understand your comments regarding our rates during major events, and we appreciate you taking the time to share your thoughts. We hope that, despite this, you enjoyed your stay and that we will have the opportunity to welcome you back to Novotel London Wembley in the future. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Lesley, 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, Steve Night Supervisor

Dear Juliet, Thank you for your kind feedback. We are pleased to hear that you enjoyed the food and found our staff friendly during your short stay. We hope to welcome you back to Novotel London Wembley for another enjoyable visit in the future. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Hansha, Thank you for taking the time to share your feedback. We are pleased to hear that you found your room and bathroom clean and comfortable, and that our housekeeping team member took great care in maintaining your room throughout your stay. We will be happy to share your kind comments with her. We are, however, sorry to hear about the cleanliness of the elevators. We appreciate you bringing this to our attention, and we understand that the visible fingerprints, spills and marks were disappointing. We will share your comments with our housekeeping team to ensure greater attention is given to these high-use areas throughout the day. Thank you again for your helpful feedback. We hope to have the pleasure of welcoming you back to Novotel London Wembley. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Rob B., Thank you very much for your continued support and for your lovely feedback. We are delighted to hear that, as always, you found our service excellent and your room clean and comfortable. It is wonderful to know that you enjoyed our substantial breakfast and that Novotel London Wembley remains your preferred choice when you are in the area. We truly appreciate your loyalty and look forward to welcoming you back on your next visit. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley

Dear Anthony, Thank you for your kind feedback. We are delighted to hear that our team was friendly and helpful during your stay. It is especially wonderful to hear that Aramn was able to assist you and your wife by arranging your taxi pick-up from the car park. We will be sure to share your kind recognition with him. We truly appreciate your comments and hope to have the pleasure of welcoming you both back to Novotel London Wembley in the future. Kind regards, Sree Koyalkar Front Office Supervisor Novotel London Wembley