Dear Valued Guest, Thank you for taking the time to share your wonderful experience at Novotel Singapore on Stevens during your memorable wedding celebration. It is truly heartwarming to read about the exceptional service provided by our team, particularly our Junior Duty Manager, Fauzi, who made your check-in process smooth and welcoming. We take great pride in our Heartists' commitment to delivering warm and personalized service, and it is lovely to know that Fauzi's efforts contributed positively to your special day. We are delighted the accommodations met your expectations and you found the rooms to be clean, comfortable, and well-maintained. The feedback regarding the air-conditioning is noted, and we are pleased to hear you were able to adjust it to your preference. It is also great to learn that ordering room service added to your experience, allowing you to relax without the need to venture out after your wedding festivities. We appreciate your understanding regarding the additional charge for ice, and we are glad that the overall experience outweighed any concerns about cost. Our goal is to provide a seamless and enjoyable stay for our guests, and we are thrilled that our efforts made a positive impact during such a significant occasion. Your kind words about the housekeeping service also reflect our dedication to maintaining high standards, and we are pleased that you enjoyed returning to a beautifully made-up room after your long day. Your appreciation for our team, especially Fauzi, will be shared with them, as such recognition serves to motivate our staff to continue delivering exceptional hospitality. Thank you once again for choosing Novotel Singapore on Stevens as part of your wedding memories. We look forward to welcoming you back in the future, and we wish you all the best in your journey together. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding your recent stay at Novotel Singapore on Stevens. We are delighted to hear you found our location convenient and you enjoyed a comfortable and clean room. It is wonderful to know that our staff's friendliness and willingness to assist contributed positively to your experience. We will be sure to share your kind words with our Senior Guest Services Agent, Amirah who handled your early morning check-in. 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 such thoughtful and detailed feedback following your stay with us. We are pleased to know you enjoyed the room which was prepared for you and appreciated our sustainability initiative of having the built-in water filtration system available in all our guestrooms. Congratulations on celebrating a wonderful milestone, your 31st wedding anniversary. We understand how meaningful such occasions are and hope we had done better with celebrating it with you. Will be sure to share this with our Guest Experience Manager to see how we can better communicate the information to the team. Regarding our shuttle service, we appreciate your comments about the communication of the schedule. We would like to share that the shuttle bus timetable is available at various touchpoints to ensure our guests do not miss it. We have the information displayed on the ipad at the Reception counter, we also display it on the digital screen by the elevator as well as on the television in the guest rooms, and just in case anyone does not notice them, we also have the schedule displayed at the driveway beside the shuttle bus pick-up point. We made sure to place them in prominent locations so guests can be well informed. We have noted your suggestion for a later or more frequent shuttle service, we will review on the feasibility of this. Thank you once again for your constructive feedback. While we are pleased you had an overall positive stay, we recognise there were opportunities for us to make your visit more thoughtful and seamless. We hope to have the pleasure of welcoming you and your spouse back in the future and, on your next visit, to make your experience—and any special occasion you may be celebrating—truly memorable. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share such detailed feedback with us. As a returning guest who has stayed with us on several occasions, we are especially sorry your recent visit did not reflect the warm and attentive experience you have come to expect from us. We sincerely apologise for the manner in which your check-in enquiries and requests were handled. The way the staff responded to you was not acceptable and does not reflect the level of courtesy, professionalism and care that we expect from all our staff. You were seeking clarification regarding your room category and your ALL Gold member upgrade benefits, and you most certainly deserved a clear and courteous explanation rather than a response that could understandably be perceived as dismissive. We also acknowledge your request to be accommodated on the same floor as your friend and her children. We fully appreciate that room allocations are subject to availability; however, even when we are unable to fulfil a particular request, our responsibility is to acknowledge the request, explain the situation clearly and make every reasonable effort to assist. We regret that this was not done and that you were left without an explanation. Your feedback has been shared with our Front Office leader for immediate action and follow-up. We will reinforce with our team on the importance of listening carefully to guests, communicating ALL benefits accurately, acknowledging requests and, most importantly, ensuring that every interaction is handled with warmth and respect. We are also grateful for your comments regarding breakfast variety and presentation, as well as your feedback on the accommodation, cleanliness and overall experience. These have been noted and will be shared with the respective teams. As a valued ALL Gold member and returning guest, we truly appreciate your continued loyalty. It is therefore particularly disappointing that we did not deliver the experience you should have received on this occasion. We hope you will allow us the opportunity to restore your confidence in our team and demonstrate the warm and genuine hospitality you have experienced during your previous stays. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive feedback. We are delighted to know that you enjoyed your stay and our Premier Lounge team made your experience especially welcoming. We also appreciate your feedback regarding the breakfast temperature and have shared this with our culinary team for immediate review. We look forward to welcoming you and your family back for another enjoyable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. We are pleased to know you appreciated our convenient check-in experience, accommodation, our team's warm and genuine hospitality and some of our facilities. We are, however, sorry to hear your dining experience did not meet your expectations, particularly regarding the vegetarian options and the service provided by our Restaurant team. We understand your preference for a wider selection of vegetarian dishes. As a hotel welcoming guests from many different countries and cultures, we cater to a diverse range of dietary requirements and culinary preferences. While we appreciate that you may have found the number of vegetarian options available insufficient, our menus are designed to provide variety across different dietary preferences rather than focusing extensively on one particular category. That said, our Chefs are always happy to assist with vegetarian requirements and can prepare suitable dishes outside of the regular menu, subject to the ingredients available. We regret that this option may not have been communicated to you during your stay. We will certainly reiterate to our Food & Beverage team to proactively offer this assistance when guests have specific dietary preferences. and do not take a fancy to what is available on the menu. Your feedback regarding our Restaurant team has been noted and will be shared with the Food & Beverage leader for review and follow-up. We would also like to clarify that the hotel has two restaurants, providing guests with different options during their stay. In addition to Food Exchange, guests may also consider dining at Winestone, where our team can also assist in preparing a vegetarian meal according to your requirements. With regards to your ALL Gold member benefits, do be informed your welcome drink benefit can be found on your ALL App, you can present the digital voucher when you are ready redeem it. This will apply for all your future travels when you stay at an Accor Hotel. As for your Welcome Amenity, our Heartist Jessica presented the Singapore Kaya gift set with the welcome card to you in person. We are glad to know you enjoyed your room upgrade. Thank you once again for your feedback. We hope that on a future visit we will have the opportunity to provide you with a more personalised dining experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive feedback regarding your recent stay at Novotel Singapore on Stevens. We are delighted to hear you found our location convenient and you enjoyed your time with us. Your satisfaction is our priority, and we look forward to welcoming you back in the future for another pleasant experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your detailed feedback. We sincerely apologise for the unpleasant experience, particularly the presence of insects and pests, the delay in attending to your concerns, and the other service lapses during your stay. This is certainly not the standard we expect, especially for our valued ALL Gold member and returning guest. We take your feedback very seriously and are reviewing it with our Pest Control specialist for immediate rectification. We deeply regret disappointing you and hope to have the opportunity to restore your confidence in us. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your wonderful feedback. We are delighted to hear you had a relaxing stay and our Duty Manager, Kamala provided you with a friendly and professional check-in experience. We will certainly share your kind recognition with her. We also appreciate your constructive feedback on the breakfast, bathroom design and in-room entertainment. Your comments are valuable and will be shared with the respective teams for review and improvement. Although the Food Exchange restaurant was closed for a private lunch event, we do have our Winestone Restaurant on level one available for guests to dine and enjoy their Accor discount. Thank you for your continued support as an ALL Gold member, and we look forward to welcoming you and your partner back for another enjoyable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to know you enjoyed your room and found our team professional, overall you were also pleased with the cleanliness, breakfast and experience. We strive to create a comfortable and welcoming environment for all our guests. We are also grateful for your kind recommendation and your continued support as a valued ALL Gold member. I sincerely apologise for the inconvenience caused by the Wi-Fi connectivity. While our team aims to provide timely assistance, it is unfortunate that we were unable to follow through on our commitment to support you in resolving the issue with your laptop.I understand how this could be frustrating. Your feedback regarding this matter has been noted, as it is valuable for improving our service delivery. Thank you once again for your kind words and constructive feedback. We hope to have the opportunity to welcome you back for a more seamless experience in the future. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you very much for your wonderful review and for returning to stay with us following your first visit last year. We are truly delighted to know that your second experience was just as positive and you once again found our hotel to be a clean, calm and welcoming place to stay. It is especially heartening to hear your kind words about our Privilege Lounge team. We are grateful that their friendly, attentive and helpful service made your stay even more enjoyable. Your special mention of Emily is sincerely appreciated, and we will be sure to share your compliments with her. Recognition such as yours is a wonderful encouragement to our team and a reminder of the difference genuine hospitality can make. We are also pleased you enjoyed your welcome amenity and appreciated our sustainability initiatives and the Privilege Lounge facilities. Thank you once again for your continued loyalty and for recommending us. We truly value your trust and look forward to welcoming you back to Novotel Singapore on Stevens for another memorable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you so much for your wonderful review and for choosing to stay with us once again. It is truly heartwarming to know that we continue to be your “go-to hotel” in Singapore. We are delighted that you felt welcomed and valued by our team, and that our warm and genuine hospitality and convenient central location contributed to another enjoyable stay. Your kind words about Veronica, our Quality, Compliance and Sustainability Lead and the rest of our team are especially appreciated. We will certainly share your recognition with them, as it is always rewarding for our Heartists to know their efforts make a meaningful difference to our guests. As a valued ALL Accor Gold member, we are grateful for your continued loyalty and trust in Novotel Singapore on Stevens. Your feedback and recommendation mean a great deal to us. We look forward to welcoming you back and making each visit just as warm and memorable. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. We are pleased to know you enjoyed the comfort and quietness of our location, as well as our breakfast and the service provided by our team. We also appreciate your continued support as a valued ALL Platinum member. We would also like to share as part of our sustainability initiative, the hotel has implemented Clean for Green, where housekeeping services are offered on alternate days. This initiative aims to reduce water and energy consumption and helps us reduce our carbon footprint. Guests may, however, request housekeeping service, fresh towels or replenishment of amenities whenever required. We regret that, in your case, the request to have the room cleaned was not actioned in a timely manner. Regarding your experience at the bar, we are sorry for the confusion and disappointment caused. We would like to clarify that the operating hours of our Bar are until 1.00am on Fridays and Saturdays, and until 11.00pm from Sunday to Thursday. Therefore, at 10.25pm, the bar should still be in operation. We will certainly look into what happened. Your feedback provides us with valuable opportunities to improve our consistency and service delivery. We hope to have the opportunity to welcome you back and provide the seamless experience you should expect from Novotel Singapore on Stevens. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your wonderful review and for giving us a perfect 100/100 rating! We are delighted to know that you and your family had such an enjoyable stay at Novotel Singapore on Stevens. It is especially pleasing to hear that you found our location convenient and that our complimentary shuttle service made travelling to Orchard Road easier for your family. We are glad that this added convenience helped make your Singapore experience more comfortable, particularly when travelling with a young child. We are also thrilled that you enjoyed the warm and genuine hospitality provided by our Heartists. We are glad our Duty Manager, Kamala who assisted you at check-in, left a lasting impression on you, we will most certainly share your lovely compliment with her. We are sure the recognition will mean a great deal to Kamala. As a valued ALL Accor Gold member, we are pleased that you were satisfied with the recognition, room upgrade, welcome drink and amenity during your stay. It is wonderful to know that these benefits met your expectations. We are equally grateful for your positive feedback on our sustainability initiatives, including our efforts to replace single-use plastic items with more sustainable alternatives. Your 100/100 rating is a great encouragement to our team as we continue our journey towards more responsible hospitality. Thank you once again for choosing Novotel Singapore on Stevens for your family holiday. We look forward to welcoming you and your family back for another memorable stay in Singapore! Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback. We are sorry to hear your stay did not meet your expectations, particularly regarding the unpleasant odour in the corridor and room, the air-conditioning, and the cleanliness you experienced. We are also disappointed to learn of your concerns regarding the quality and variety of food during breakfast. Hygiene and food quality are extremely important to us, we have in fact recently revamped our breakfast menu to ensure we adhere to our Brand Standards and also include signature dishes representative of our Singapore culture. With regards to the WIFI connection, we encourage all guests to sign up for the ALL Loyalty programme, thereafter use their ALL Loyalty membership login to access the premium wifi for better connectivity. Thank you once again for your valuable comments. We sincerely hope to have another opportunity to provide you and your family with a much better experience. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your wonderful feedback and for choosing to stay with us. We are delighted to know you had a comfortable and enjoyable stay, and you appreciated our well-maintained rooms, cleanliness, food and the service provided by our team. A special thank you for recognising our Senior Sales Manager, Lily Wong. We are delighted to hear that she was amazing and helpful, and we will be sure to share your kind compliments with her. We apologise for the disturbance caused by the morning knocks regarding laundry collection and will review this with our Housekeeping team to ensure our guests' privacy and comfort are better respected. Thank you once again for your recommendation and encouraging feedback. We look forward to welcoming you back for another amazing stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback and for recognising our team’s warm and friendly service. We sincerely apologise for the inconvenience caused when the shuttle did not stop at the designated pick-up point, resulting in you having to walk back from Stevens MRT Station. The shuttle bus has designated stops and the driver is only allowed to stop at the designated stops. He must also stop regardless if there are guests getting on or dropping off and must announce the name of the stop as foreigners will not be familiar. We will review this with the drivers to ensure they adhere to the scheduled stops. We are also sorry to learn about the stains on the bed sheet and pillowcases. This does not reflect the cleanliness standards we strive to maintain, and we have shared your feedback with our Housekeeping team for review and training. We also appreciate your feedback regarding the recognition of your ALL Gold membership. However, we would like to seek your kind understanding as per the membership guidelines, the early check-in is subject to room availability. 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 comfortable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind and encouraging feedback regarding your recent stay at Novotel Singapore on Stevens. We are delighted to hear you found our team to be extremely friendly and helpful, and I appreciate your recognition of their warm and genuine hospitality. It is always our aim to provide a warm and welcoming atmosphere for our guests, and I am pleased that our staff, particularly our Reservations and Revenue Manager, Noorul, left a positive impression on you. I will certainly share your compliments with Noorul and the entire front office team. Their dedication to delivering exceptional service is indeed a cornerstone of our hotel’s operations, and I am thrilled to know that their efforts contributed to your enjoyable experience. It is also wonderful to hear you found our accommodations and pool facilities to your liking. We strive to create a comfortable and relaxing environment for all our guests, and your feedback reinforces our commitment to this goal. We look forward to welcoming you back on your next visit to Singapore. Thank you once again for your kind words and encouragement. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are delighted to know you and your family had an overall enjoyable stay and you particularly appreciated our breakfast selection, as well as your lunch and dinner experiences. We are, however, sorry to learn about the drainage issue in the bathroom. We understand how inconvenient it must have been to have water accumulating while using the shower area, especially when travelling with your family. Regarding the additional chair in the room, we appreciate your suggestion and understand that, as a family of three, having additional seating would have been more convenient. However, due to the design and layout of the room, we are unfortunately unable to provide more than one writing desk chair, as adding chairs may compromise the available space and overall comfort within the room. We also appreciate your positive feedback on our team's service and our sustainability initiatives. As an ALL Classic member, we truly value your loyalty and hope to have the opportunity to welcome you and your family back for another comfortable and enjoyable stay. Best regards, Piotr Kupiec General Manager