Dear Valued Guest, Thank you for your feedback. I sincerely apologise for the inconvenience and frustration you experienced upon arrival. I understand how disappointing this must have been, particularly after a long journey. Your comments have been reviewed with our Front Office and Housekeeping teams for improvements to be made during peak arrival periods and reinforcing room readiness and cleanliness standards. I appreciate your feedback and regret that we fell short of your expectations for this stay. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience with us. I am delighted to hear that you enjoyed your stay and found our services and accommodations to your satisfaction. Our team strives to provide exceptional hospitality, and it is rewarding to know that we met your expectations. We look forward to welcoming you back in the future for another memorable visit. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience at Novotel Singapore on Stevens. We are delighted to hear that you found our hotel comfortable and that our staff provided fantastic service. Your kind words motivate our team to continue delivering exceptional hospitality to all our guests. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. I sincerely apologise for the disappointing experience you had, particularly with the attitude and behaviour of our team members. This is certainly not reflective of the hospitality and care we strive to extend to every guest. Please be assured that I have reviewed your feedback in detail with the respective department leaders and reiterated to our team the importance of demonstrating genuine care, warmth and hospitality in every guest interaction. I regret that we fell short of your expectations and appreciate you bringing this matter to my attention. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience at Novotel Singapore on Stevens. I am delighted to hear that you found your stay comfortable and appreciated our convenient location near Stevens MRT. It is wonderful to know that Deepika provided exceptional service and assistance during your visit. Your kind words motivate our team to continue delivering excellent hospitality. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay with us. I am delighted to hear that you enjoyed our facilities, including the shuttle service to Orchard Road, as well as your room quality and breakfast offerings. It is wonderful that you appreciated our laundry services and the two swimming pools available for relaxation. We hope to welcome you back to Novotel Singapore on Stevens in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback following your family stay with us. I sincerely apologise we were unable to accommodate your request for rooms close to each other. We understand how important it is for families travelling with toddlers and infants to have nearby rooms for convenience and peace of mind. While room allocation is subject to availability upon arrival, we appreciate your feedback and will make every effort to better accommodate such requests in the future. We are pleased to know that you enjoyed our breakfast selection and appreciated the hospitality of our team. Your feedback is valuable in helping us improve our guest experience. We look forward to welcoming you and your family back for a more seamless and enjoyable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback and for choosing to stay with us again. I sincerely apologise that this visit fell short of our usual guest experience standards. The shortcomings you have kindly brought to my attention are certainly not reflective of the service standards we strive to uphold. I understand how frustrating it must have been to encounter these inconveniences, particularly during a business trip. Your comments are being reviewed with the relevant teams for follow-up, with particular attention to our room maintenance, service coordination and telephone service standards. I also appreciate your feedback regarding our breakfast selection and room quality, which will be taken into consideration as we continue to improve our guest experience. I sincerely regret the disappointment caused and hope to have another opportunity to restore your confidence in us and provide you with the comfortable and seamless stay you have come to expect. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback and for your continued loyalty to Novotel Singapore on Stevens. I am delighted to know you enjoyed your room and the service from our team members, particularly Akarsh, left a positive impression. Your kind recognition of Akarsh for assisting you with your misplaced phone is sincerely appreciated and have been shared with him. As you had opted not to provide a pre-authorisation from your credit card upon check-in, this had somewhat caused you inconvenience and left you feeling that there was a lack of trust. I would like to clarify that our practice of requesting a credit card upon check-in is an internationally established hotel practice. The pre-authorisation serves to facilitate the posting of incidental charges, allowing guests to conveniently sign charges, including laundry, to their rooms without having to settle each transaction individually. Should a guest prefer not to provide a deposit or authorisation, any incidental charges would need to be settled at the time they are incurred. We would like to seek your kind understanding this procedure is strictly governed by our audit guidelines and financial control requirements, which we are unable to deviate from. We sincerely appreciate your understanding that this is purely a matter of compliance and operational procedure, rather than a question of trust or recognition of your valued Diamond membership. We also appreciate your feedback regarding the ALL booking experience, particularly the preferred currency settings and the clarity of loyalty benefits, including early check-in and room upgrades. With regards to the early check-in and late check-out benefit accorded to our Platinum and Diamond members, do be advised this is subject to the hotel's occupancy and room availability. In this instance, our team was able to accord an early check-in along with an upgrade to a higher room category as the room type you had booked was not available. Guests requiring a guaranteed early check-in are always encouraged to book their room from the night before. The same applies for the complimentary room upgrade, the availability of the room type will determine if an upgrade is possible. As for the currency preference, it is important for the team to check especially since you are using an international credit card if you would prefer to have the charges in our Singapore currency or your local currency to avoid any dispute. Members can also set their preferred currency in the App so all bookings are shown in the currency of their choice along with the local currency equivalent. Thank you once again for your continued support and loyalty. I hope we have clarified any doubts you may have had. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback following your family stay at Novotel Singapore on Stevens. While I am pleased you appreciated our convenient location, I do apologise for the disappointment you experienced with our housekeeping service. We understand that having to collect dining cutlery from the restaurant when you had requested for it to be delivered to your room was inconvenient and fell short of the service you expected. Due to an extremely busy evening for in-room dining orders, to avoid keeping you waiting, our team had suggested for you to pick up the cutleries from the restaurant, I apologise if this was not properly communicated to you. We recognise the importance of ensuring that our guests receive timely and convenient assistance throughout their stay. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you and your family back for a more seamless and enjoyable experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your positive experience at Novotel Singapore on Stevens. I am delighted to hear you found your stay comfortable and enjoyed our warm hospitality. It is our aim to ensure that every guest has a pleasant experience, and your feedback is greatly appreciated. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your positive experience at Novotel Singapore on Stevens. I am delighted to hear you enjoyed the cleanliness of your room and found our breakfast offerings to your liking. Our team takes great pride in providing helpful and friendly service, and it is rewarding to know their efforts contributed to your stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. We are sorry to learn that your stay did not fully meet your expectations, particularly with regard to your daughter's birthday celebration. Following a thorough review of our records and all correspondence exchanged with your goodself between 21 September and 22 October, we were unable to find any mention or request for a special arrangement for your daughter's birthday. As such, our team was unfortunately unaware of the occasion and therefore did not have the opportunity to make the necessary arrangements to mark this special milestone. Nevertheless, we understand how meaningful such occasions are for families and would have loved the opportunity to make your daughter's birthday stay a more memorable one. We appreciate that room size is an important consideration when choosing accommodation. As we are situated in Singapore’s city centre, our room dimensions are generally reflective of the typical space configurations found in centrally located urban hotels. Nevertheless, we understand that room comfort is subjective, and we appreciate your feedback as we continually strive to make the most of the space available and ensure a comfortable stay for our guests. Thank you for your feedback, and we hope to have another opportunity to welcome you and provide a more enjoyable experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience at Novotel Singapore on Stevens. We are delighted to hear you enjoyed our hotel environment, facilities, and cleanliness. It is especially rewarding to know that Agnes provided exceptional service during your dining experience. Your kind words will certainly be shared with our team, as they motivate us to continue delivering outstanding hospitality. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your positive experience at Novotel Singapore on Stevens. We are delighted to hear you enjoyed your stay and found our service and facilities to your satisfaction. Your feedback is valuable to us, and we look forward to welcoming you back for another enjoyable stay in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your positive feedback regarding your recent stay with us. I am delighted to hear you enjoyed the quality of your room and the variety of our breakfast offerings. It is wonderful to know that our team, especially Agnes, left a positive impression on your experience. Your compliments have been shared with the team as your kind words motivate us to continue providing exceptional service to all our guests. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding your recent stay at Novotel Singapore on Stevens. I am delighted to hear you enjoyed a comfortable and peaceful experience, with a seamless check-in and well-equipped amenities. Your kind compliment of Fauzi, our Duty Manager has been shared with him. Our team strives to uphold high standards of cleanliness and service delivery, ensuring that our guests feel at home. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your positive experience at Novotel Singapore on Stevens. I am delighted to hear you found our shuttle service convenient and enjoyed the spacious accommodations along with the complimentary minibar. It is our goal to consistently provide courteous and helpful service to all of our guests, and we are pleased to know that we met your expectations during your stay. Best regards, Piotr Kupiec General Manager