Dear Karen B., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location and found the accommodation to be of good quality. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Alexia R., Thank you for taking the time to share your lovely feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our fabulous central location, with plenty of cafés and shops nearby. It is also wonderful to know that you found your room comfortable and appreciated the amenities provided. We are especially pleased that our Check-in team made a great impression and helped you have a smooth start to your stay. We will certainly share your kind feedback with the team. Thank you once again for choosing Novotel and ibis Melbourne Central. We look forward to welcoming you back for another comfortable and enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Muditha R., Thank you for taking the time to share such wonderful feedback following your recent stay at Novotel and ibis Melbourne Central, and happy belated birthday to you both! We are delighted to hear that your birthday celebration felt special from the moment you arrived. It is wonderful to know that our Reception, Breakfast, and Concierge teams helped make your stay welcoming and effortless. We are also thrilled that you enjoyed our breakfast, particularly the fresh juice station and the variety of fresh ingredients available for you to create your own blend. We will certainly share your kind comments with our Food & Beverage team. It is especially lovely to hear about the team member who recognised you from your previous visit and warmly welcomed you back. Her thoughtful gesture in arranging a table so everyone could sit together is exactly the kind of personal service we strive to provide. Although you cannot remember her name, we will certainly share this feedback with the team and do our best to identify and recognise her. Thank you once again for choosing Novotel and ibis Melbourne Central to celebrate such a special occasion. We are delighted that our team helped make your birthday memorable, and we look forward to welcoming you back again. Warm regards, Baits Gerard Assistant Manager

Dear Renee P., Thank you for taking the time to share your detailed feedback following your recent stay with us. We sincerely apologise that your early check-in request was not handled as expected. We understand your frustration, particularly as you contacted us on the morning of arrival and were advised that every effort would be made to have both rooms ready earlier. We also acknowledge your concern that your details were not taken during the call, which understandably gave the impression that the request had not been properly recorded. Regarding early check-in and room upgrades, these are always subject to availability. On the day of your arrival, our occupancy was already at 100%, which significantly limited our ability to prepare rooms earlier than the standard check-in time or accommodate upgrades. We are sorry that we were unable to meet your request on this occasion and appreciate your understanding. We are also very sorry to hear about the air conditioning repeatedly switching off and causing the room to become hot and uncomfortable overnight. We understand how disruptive this would have been, particularly as it affected your sleep. We will share this feedback with our Engineering team to investigate the operation and settings of the air conditioning system. We also appreciate your comments regarding the bathroom door and understand your concerns about the level of privacy provided by its design. Thank you again for your honest feedback. We value your Gold membership and hope to provide you with a smoother and more comfortable experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear David T., Thank you for taking the time to share such wonderful feedback and for your continued loyalty to Novotel and ibis Melbourne Central. We are truly delighted to hear that your stays with us are always pleasant and that you continue to experience first-class service. It is wonderful to know that our location works perfectly for your business trips and that you consistently find the property clean, tidy, and maintained to a high standard. We are especially pleased to hear your kind comments about our Front Office team. We understand how much a warm and seamless check-in can mean, particularly after a long day, and it is fantastic to know that our team helps make your day better. Although you were unable to remember a particular team member's name, we greatly appreciate your recognition of the entire Front Office team. We will certainly share your wonderful feedback with them — I am sure it will mean a lot to everyone. Thank you once again for your continued support and for your kind words about our team and hotel. We look forward to welcoming you back for many more first-class stays in Melbourne. Warm regards, Baits Gerard Assistant Manager

Dear Steven G., Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you always enjoy staying with us and that you continue to appreciate our great team, clean rooms, and pleasant atmosphere. Your continued support means a great deal to us, and we look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Alex V., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location, with easy access to public transport and the CBD. It is also wonderful to know that you were pleased with your room, particularly the quiet environment and comfortable bed. We are sorry, however, to hear that the shower water pressure did not meet your expectations. We understand how important a good shower experience is, and we will share your feedback with our Engineering team for further review. Thank you once again for choosing Novotel and ibis Melbourne Central. We appreciate your constructive feedback and hope to welcome you back for an even more comfortable stay. Warm regards, Baits Gerard Assistant Manager

Dear Stephen G., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found our location convenient for attending a show and that our team were friendly and helpful. We sincerely apologise, however, that you were unable to adjust the air conditioning to a cooler temperature and that the room felt slightly warm during your stay. We understand that, with only one night and a busy schedule, you decided not to have the issue investigated at the time. We appreciate you bringing this to our attention and will share your feedback with our Engineering team to review the temperature settings and ensure the system is operating as expected. Thank you again for your constructive feedback. We hope to welcome you back and provide a cooler and more comfortable experience next time. Warm regards, Baits Gerard Assistant Manager

Dear Philip B., Thank you for taking the time to share your candid feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you enjoyed the room, our convenient central location, and the bar. However, we are sincerely sorry that other aspects of your stay did not meet the standards you expect, particularly as an ALL Platinum member. We apologise for the poor check-in experience and appreciate your acknowledgement that the hotel subsequently followed up and apologised. We take your comments regarding our staff training seriously and will use your feedback to reinforce the importance of providing a professional, welcoming, and consistent experience from the moment our guests arrive. We are equally disappointed to hear about your experience at Pretty Boy. A $65 steak should certainly meet an appropriate standard of quality, and we are sorry that the steak was tough and contained gristle. We also understand your frustration with being asked for feedback about the meal but feeling that your concerns were not meaningfully addressed. We will share your comments with our Food & Beverage team for review. As a valued Platinum member, we are particularly sorry that your overall experience left you feeling there are better options available in Melbourne. We genuinely appreciate your loyalty to Accor and hope we have the opportunity to restore your confidence in us during a future visit. Thank you again for your honest feedback. Warm regards, Baits Gerard Assistant Manager

Dear Joanna C., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found our location convenient and that everything was generally satisfactory during your stay. We are sorry, however, to hear about the inconsistent shower temperature. We understand how frustrating it can be when the water suddenly turns cold without any adjustment being made. We will share your feedback with our Engineering team for further investigation. Thank you once again for bringing this to our attention. We hope to welcome you back and provide you with a more comfortable shower experience next time. Warm regards, Baits Gerard Assistant Manager

Dear Stephen P., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you enjoyed the room and found our Front Office team very friendly. We are also grateful for your kind recognition of the team member who took your request and made you feel that nothing was too much trouble. However, we sincerely apologise for the delays and missed requests from our Housekeeping team. We understand that waiting around 30 minutes for the additional towels, after being advised approximately 10 minutes, was disappointing, and we are particularly sorry that the plates were not delivered at all. We also apologise that your room was not serviced between your first and second night. While we understand this may not have significantly affected your stay on this occasion, we appreciate that regular housekeeping is an important part of the experience for many guests. We will certainly share your feedback with our Housekeeping team and review the communication and follow-up process for guest requests to ensure these are handled more promptly and consistently. Thank you again for your constructive feedback. We appreciate your understanding and hope to provide you with a smoother experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Kinman F., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you appreciated our convenient central location. However, we are sorry that the room lighting and shower experience did not meet your expectations. We understand your concern regarding the room being too dim, particularly when you needed to use the television for additional brightness. We also appreciate your feedback regarding the shower, including the low water pressure and difficulty maintaining a consistent temperature. We understand how frustrating it can be when the water changes between extremely hot and cold. We will share your comments with our Engineering team for further review, particularly regarding the shower pressure and temperature control. We will also share your feedback regarding the room lighting with our relevant team for consideration. Thank you again for your constructive feedback. We hope to provide you with a more comfortable experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Steve H., Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our ideal central Melbourne location and had a great stay that ticked all the boxes for you. It is also wonderful to know that you found your room very clean and appreciated the consistent daily housekeeping service. We will certainly share your kind feedback with our Housekeeping team, as maintaining a clean and comfortable environment is something we take great pride in. Thank you once again for choosing Novotel and ibis Melbourne Central. We look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Jessie L., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel and ibis Melbourne Central. We are sorry to hear that several aspects of your room did not meet your expectations. While we are pleased that you found the location convenient, we understand your concerns regarding the condition and functionality of the room. We apologise for the issues you experienced with the telephone, bedside light, bathroom door, and lighting around the bathroom mirror. We also understand your concerns regarding the room temperature. These are important aspects of the guest experience, and we will share your feedback with our Engineering team for further inspection and follow-up. We also appreciate your comments regarding the bathroom layout and privacy. Our rooms feature a compact, open-style design, but we understand that this may not provide the level of privacy or functionality that every guest prefers. Regarding the limited seating around Reception, we appreciate your feedback and understand that having a comfortable place to sit while waiting or relaxing would be beneficial. Thank you again for bringing these matters to our attention. Your feedback helps us identify areas requiring attention, and we hope to have the opportunity to provide you with a more comfortable experience in the future. Warm regards, Baits Gerard Assistant Manager

Dear Bullen E., Thank you for taking the time to share your detailed feedback following your recent three-night stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found your room clean and enjoyed your stay overall. We also appreciate your comments regarding the lift waiting times and the water pressure in your room. We will share your feedback with our Engineering team for further review, particularly regarding the shower pressure. Regarding your Gold membership upgrade, we sincerely apologise for the disappointment. We always make every effort to accommodate our loyalty members with room upgrades where possible. However, upgrades are subject to availability under Accor's policy, and during particularly busy periods or when the hotel is fully booked, unfortunately an upgrade may not be available. We appreciate your understanding. We would also like to clarify your comment regarding the $7 water charge. We have reviewed the information available to us and could not identify a $7 water charge on your account. If you have any further details regarding where you saw this charge, we would be happy to investigate it further. For our ALL members Silver status and above, water amenities are normally provided in the room. If the water has accidentally not been placed in the room, or if a glass bottle has been accidentally broken, our team is always happy to provide a replacement upon request. Thank you again for your honest and constructive feedback. We appreciate your continued loyalty to Accor and are pleased to hear that, despite the issues mentioned, you would consider staying with us again. Warm regards, Baits Gerard Assistant Manager

Dear Jiaxi C., Thank you for taking the time to share such detailed feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found the room comfortable and that our Concierge team was helpful, apologetic, and proactive in assisting you with the parking situation. We are sorry, however, that your interactions with our Front Office team did not reflect the same level of service. We sincerely apologise for the way your concerns were handled during check-in, particularly regarding the parking arrangements and the information provided by our Concierge team. We understand how frustrating it would have been to receive different information and then feel that your questions were not being addressed with patience or courtesy. We are also very sorry about the subsequent interaction regarding your late check-out. We understand that having to explain a request you had already made the previous evening, followed by the way the conversation was handled, would have been disappointing and frustrating. We take your comments regarding Grace's service seriously. While we would not normally comment on individual team members publicly, your feedback has been noted and will be addressed with the relevant management team. We will review the circumstances and reinforce the importance of clear communication, ownership of guest concerns, respectful interactions, and finding solutions rather than leaving guests feeling that they need to resolve matters themselves. We are particularly pleased that our Concierge team was able to step in and assist you with the parking matter, and we appreciate you recognising their efforts. Thank you again for bringing this experience to our attention. We sincerely apologise that the service you received did not meet the welcoming and professional standard we expect at Novotel and ibis Melbourne Central. Your feedback will help us identify areas where further coaching and improvement are required. Warm regards, Baits Gerard Assistant Manager

Dear Jeremiah L., Thank you for taking the time to share your feedback following your recent stay at Novotel & ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location and found the hotel cosy and comfortable. It is also wonderful to know that you had a smooth check-in and check-out experience and found our team friendly and welcoming. We appreciate your feedback regarding the amenities in the room. We understand that having additional amenities readily available can enhance the overall comfort of a stay. We will share your comments with the relevant team for consideration. Thank you once again for choosing Novotel & ibis Melbourne Central. We truly appreciate your feedback and look forward to welcoming you back for another comfortable stay. Warm regards, Baits Gerard Assistant Manager

Dear Silvia A., Thank you for taking the time to share your feedback following your recent stay at Novotel & ibis Melbourne Central. We are delighted to hear that you enjoyed our great breakfast and dining experience, as well as our convenient location and easy access to the city. We are also pleased to hear that you found our team very obliging and helpful throughout your stay. We will share your kind feedback with our Food & Beverage team, as well as the wider team, as encouragement to continue providing attentive service. Thank you once again for choosing Novotel & ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Glenn C., Thank you for taking the time to share your feedback following your recent stay at Novotel & ibis Melbourne Central. We are delighted to hear that you found our hotel very good and enjoyed your stay with us. Thank you once again for choosing Novotel & ibis Melbourne Central. We truly appreciate your kind feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager