Dear Valued Guest, Thank you for sharing your feedback, and please accept our sincere apologies for the frustration and disappointment you experienced regarding your Chanel eyeshadow which was left in the room. I have copied our Quality, Compliance and Sustainability Lead, Veronica in this email. She will be reaching out to you directly. We sincerely regret the misunderstanding and the impression that your concern was dismissed. We value your feedback and will continue to reinforce the importance of clear communication, empathy and attentive follow-up when assisting our guests with lost-property matters. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, We sincerely apologise for the cleanliness issues you experienced. Please be assured we take your feedback seriously and are conducting refresher training for our Housekeeping Room Attendants to reinforce our cleanliness and room inspection standards. We regret that your stay did not meet expectations and appreciate you bringing this to our attention. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your feedback. We sincerely apologise for the stained mattress, the linen placed on the bed was clean, however, the stain on the mattress showed through the linen. We inspected the room immediately after the room change was done to ensure the faults are rectified immediately. We regret that our response did not meet your expectations when the concerns were reported. Please be assured that we take your comments very seriously and have reviewed the matter with our Housekeeping team to reinforce our room inspection and response procedures. We are truly sorry your stay did not reflect the standards we strive to provide. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your delightful experience at Novotel Singapore on Stevens. We are thrilled to hear that you enjoyed our breakfast offerings and found the shuttle service to be a pleasant surprise. We would also like to share, as part of our sustainability commitment, our hotel has implemented our Clean for Green initiative, where full housekeeping services are provided on alternate days to help reduce water and energy consumption. We understand that this may differ from the expectations of some guests, particularly in Singapore's tropical climate. Please be assured that guests are welcome to request fresh towels, replenishment of amenities, or additional housekeeping assistance on non-service days, and our team is always happy to assist. Thank you for your kind support with helping us to reduce our carbon footprint. Your positive feedback is greatly appreciated, and it motivates our team to continue providing exceptional service to all of our guests. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay with us. We are delighted to hear you appreciated the beautiful environment and found our service to be good. Your kind words motivate our team to continue delivering exceptional experiences for 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 taking the time to share your feedback regarding your recent stay with us. We are pleased to hear you found our location to be convenient and appreciated the tranquility we offer amidst the bustling environment. Your comments regarding the housekeeping standards are valuable to us, and we will certainly take them into consideration as we strive to enhance our services. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your wonderful review following your recent stay with us. We are delighted to hear you found your room cozy, fresh, and comfortable. Providing a clean and welcoming environment is something our team takes great pride in, so it is especially rewarding to know that it contributed to your enjoyable stay. We are also pleased that our Front Office team made your arrival a pleasant one. It is wonderful to know that their warm hospitality and ability to communicate in Mandarin made your check-in experience smooth and convenient. Your kind compliments will certainly be shared with the team, who will be encouraged to know they left such a positive impression. Thank you as well for recognising our commitment to sustainability. It is truly rewarding to know that our efforts are appreciated by our guests. We sincerely appreciate your recommendation and look forward to welcoming you and your family back for another memorable stay in the near future. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your positive experience from your recent stay. We are delighted to hear you found our rooms well-equipped and enjoyed the comfort of our beds, as well as the complimentary mini bar. We apologize for any inconvenience caused by the crowds during breakfast, as we strive to provide a pleasant dining experience for all guests. We hope to welcome you back in the future to enjoy more of our facilities. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind words regarding our team's politeness and the warm, comfortable atmosphere of our hotel. We strive to create a welcoming environment for all our guests, and it is wonderful to know you had a pleasant experience. Your feedback motivates our team to continue providing warm and genuine hospitality. 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. While we are pleased you appreciated the overall environment of our hotel, we are truly sorry that several aspects of your experience fell short of your expectations. We sincerely apologize for the cleanliness of the corridor. The presence of litter over several days is not reflective of the standards we strive to maintain, and your comments have already been reviewed by our Housekeeping team to ensure public areas are inspected and attended to more diligently. We are equally sorry for the inconvenience caused by the missing hairdryer in your room. Hairdryers are a standard room amenity, and we regret this was overlooked prior to your arrival. We do apologise for our team's response when you contacted the Front Desk. This is certainly not the level of service we aim to deliver, and we will reinforce with our team the importance of offering proactive assistance whenever issues arise. Our complimentary shuttle operates on a fixed schedule throughout the day, and we are sorry if this information was not clearly communicated during your stay. The information is available in the room, at our hotel lobby by the Reception Desk and along the driveway next to the shuttle bus pick up point. Thank you once again for your valuable feedback. It highlights areas where we need to improve, and we appreciate the opportunity to address them. We hope you will consider giving us another opportunity to provide you with the seamless and comfortable experience you deserve. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for taking the time to share such detailed feedback following your recent stay with us. We are pleased to know you enjoyed our convenient location, found the pool enjoyable, and appreciated the warm and enthusiastic service provided by our breakfast team. Your kind comments about our team are greatly appreciated and will be shared with them. However, we are sincerely sorry that several aspects of your stay did not meet your expectations. We understand how disappointing it must have been to find that some room amenities, including the hairdryer and slippers, were not available upon arrival. In particular, we apologise for the confusion regarding the bedroom slippers. During your stay, we experienced an unexpected delay in the shipment of our bedroom slippers arriving in Singapore, which affected availability. We also regret that the information provided by our team was inconsistent, causing unnecessary confusion. This is certainly not the level of communication we strive to provide, and we will reinforce the importance of providing accurate and consistent information to our guests. We would also like to share that, as part of our sustainability commitment, our hotel has implemented "Clean for Green" as part of our Sustainability initiative, where full housekeeping services are provided on alternate days to help reduce water and energy consumption. We understand that this may differ from the expectations of some guests, particularly in Singapore's tropical climate. Please be assured that guests are welcome to request fresh towels, replenishment of amenities, or additional housekeeping assistance on non-service days, and our team is always happy to assist. We also appreciate your comments regarding our breakfast selection. Our breakfast buffet is designed as an international offering, featuring a variety of Asian, Indian, and Western favourites to cater to the diverse preferences of our local and International guests. Nevertheless, we recognise that there is always room for improvement, and your feedback will be shared with our Culinary team as they continue to review and enhance the variety on offer. Thank you once again for your valuable feedback. While we regret that your experience did not fully reflect your expectations of the Novotel brand, your comments provide us with important opportunities to improve. We hope to have the chance to welcome you and your family back in the future and deliver a more seamless and enjoyable stay. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay at Novotel Singapore on Stevens. We are delighted to hear you enjoyed the convenience of our shuttle service to Stevens MRT station, as well as the nearby public transportation options. It is also wonderful to know that you appreciated our pool area, which indeed serves as a lively social space for our guests. 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 feedback and for choosing to stay with us. We are pleased to know you had a generally positive stay, but we are sorry to learn about the confusion regarding your invoice. As your reservation was made and paid for through a third-party booking platform, the invoice for your accommodation will need to be obtained directly from the booking agent, as they processed the payment and issued the booking. Unfortunately, the hotel is unable to provide the invoice as we do not have access to their billing details. We apologize for any misunderstanding at check-out and appreciate your feedback, which will help us ensure clearer communication with our guests in the future. We hope to have the opportunity to welcome you back again soon. 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 sincerely apologize for the frustration and inconvenience you experienced upon arrival. After a long journey, we understand how important it is to settle into your accommodation as quickly as possible, and we regret that this was not your experience. While our standard check-in time is from 3:00 PM, we are sorry that not all five rooms were ready at the expected time. We understand the inconvenience caused when only one room was made available and the remaining rooms were not ready until later in the afternoon. We recognize how disappointing this must have been, particularly when travelling as a group and after an exhausting trip. Please be assured that your comments regarding the communication from our team and the lack of a clear update on room readiness have been shared with the relevant departments. We understand that timely and transparent communication is essential, especially when unforeseen delays occur. Thank you also for highlighting the issue with the electronic scale in your room. Guest safety is of utmost importance to us, and we have shared this feedback with our Housekeeping team for immediate inspection and corrective action. While we are pleased to know that you were satisfied with the cleanliness of your accommodation and your departure experience, we regret that the arrival process overshadowed your overall stay. Thank you once again for your valuable feedback. We hope you will allow us the opportunity to restore your confidence in us and provide you with a more seamless experience on a future visit. Yours sincerely, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your feedback regarding your recent stay with us. We are pleased to hear you appreciated our convenient location and the accessibility of our shuttle service and public transport options. Your comments are valuable to us as we strive to enhance the experience of our guests. We hope to welcome you back in the future for an even more enjoyable stay. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay with us. We are pleased to hear you appreciated our shuttle bus service and found the check-in and check-out experience efficient. It is also wonderful to know that your children enjoyed the swimming pool and you appreciated our breakfast offerings. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for sharing your wonderful experience at Novotel Singapore on Stevens. We are delighted to hear that you enjoyed our breakfast, pool facilities, and the overall environment. It is our priority to provide attentive service and a comfortable stay for all our guests. 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 that you enjoyed the tranquil environment and appreciated the attentive service from our team. It is our aim to provide a pleasant and enjoyable experience for all guests, and your feedback reassures us that we are achieving this. We look forward to welcoming you back in the future. Best regards, Piotr Kupiec General Manager

Dear Valued Guest, Thank you for your kind feedback regarding your recent stay at Novotel Singapore on Stevens. We are delighted to hear that you enjoyed a pleasant experience and found our service attentive, as well as your room comfortable and clean. It is always our aim to provide a high standard of hospitality to our guests. Best regards, Piotr Kupiec General Manager