Dear Valued Guest, Thank you for your feedback and for your kind comments about the comfort and cleanliness of your room. We sincerely apologise for the inconvenience caused by the difference in the sofa configuration and, in particular, for the way this was communicated to you. We understand how this could have been disappointing, especially when the information on the booking platform had not been updated. We have also noted your feedback regarding the complimentary minibar. We seek your kind understanding, the complimentary beverages are offered once during a stay. We appreciate your patience and understanding and hope to have the opportunity to provide you with a smoother experience on your next stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. We sincerely apologise for your experience during your recent stay with us. We appreciate you bringing these matters to our attention and hope to provide you with a more comfortable experience on your next visit. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your continued loyalty and for sharing your feedback. I sincerely apologise that the attention to detail during this stay did not reflect the standard you have come to expect from us. I am sorry for the oversight with the room amenities. I have shared your comments with our Housekeeping and Front Office teams to reinforce our room-check and Platinum recognition procedures. We truly value your repeated stays with us and hope to restore your confidence by providing the consistent experience you deserve on your next visit. Yours sincerely, 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 Heartists to be friendly and our facilities to be excellent. We will be sure to share your kind mention of Afika, Wing, Susanna, Sean and Agnes with them as it will be a great encouragement for them to continue delivering warm and genuine hospitality. We are glad you appreciated our sustainability initiatives and support us in our mission to reduce our carbon emission. It is our goal to provide a welcoming atmosphere, and your feedback serves as a wonderful encouragement to our Heartists. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding your check-in experience. We are delighted to hear that our Guest Services Agent, Deepika provided you with helpful and friendly service. Our team strives to create a welcoming atmosphere for all our guests, and your feedback reinforces our efforts. 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 regarding your recent stay with us. We sincerely appreciate your positive comments about our location and the quality of the room. We are committed to enhancing our services and ensuring all guests have a memorable experience. Your insights are valuable to us, and we hope to welcome you back in the future for a more satisfying stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback regarding your recent stay with us at Novotel Singapore on Stevens. We are pleased to learn you appreciated the room upgrade as a Platinum member, though I regret that the size of the room did not fully meet your expectations. Our accommodations are designed with various configurations to cater to diverse guest requirements, and we understand that space can be a concern for families. I also appreciate your comments regarding the check-in process. We strive to create a seamless experience for our guests, and I apologize for the confusion you encountered. The intention behind our online check-in system is to expedite the arrival process and enhance convenience. Your feedback is valuable in helping us refine our procedures to ensure our guests have a more efficient experience in the future. Thank you once again for your insights. We hope to have the opportunity to welcome you back and provide you with a more satisfying experience in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share your feedback regarding your recent stay at Novotel Singapore on Stevens. We are delighted to learn you found our staff to be amazing, friendly, and helpful. It is always our goal to provide a welcoming and comfortable environment for our guests, and I am pleased you found your room to be neat and tidy. With regards to your feedback the temperature of the mini bar fridge in your room. While our team has assessed it and confirmed that it is functioning as intended, I understand that it did not meet your expectations for keeping beverages cold. Your experience is valuable to us, and I have arranged for our Chief Engineer to review this to better serve the needs of our guests in the future. We appreciate your understanding and thank you once again for your feedback. It is wonderful to hear you had an overall happy stay with us. We look forward to welcoming you back on your next visit to Singapore. 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 our Duty Manager, Kamala provided you with exceptional service during your check-in process, especially considering your family's needs. Our team strives to ensure a comfortable and welcoming experience for all our guests, and your feedback is greatly appreciated. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your continued support and for choosing to stay with us each time you are back in Singapore. We are delighted to hear you found our team friendly and helpful, especially Jessica, from our Premier Lounge, and we will certainly share your kind compliments with her. With regards to our Housekeeping services, we would like to share that our hotel has implemented since 3 years ago our Clean for Green initiative. Room cleaning is carried out on alternate days as part of our efforts to reduce water and energy consumption and minimise our carbon footprint. Additional housekeeping service or fresh towels can, of course, be requested at any time should they be required. This information is shared during check-in, we also place the information card on the bed on the arrival day, and have this reflected on the television. For your stay, the non-cleaning day was the third day of your 4-day stay. We truly appreciate your loyalty as an ALL – Accor member and appreciate your kind support with our sustainability initiatives. We hope to welcome you and your family back for another enjoyable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding our service and staff. It is lovely to hear that our team was able to assist you in locating your valuable item which had been misplaced. We strive to provide attentive and helpful service to all our guests, and your feedback is greatly appreciated. We will also share your mention of Ayden and Angela from our Reservations Team with both of them as it is a lovely source of motivation. 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 your stay and appreciated the upgrade to a premier room. Our team takes great pride in providing approachable and attentive service, and it is lovely to know their efforts contributed to your comfortable stay. Best regards, Piotr Kupiec General Manager

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