诺富特墨尔本中央酒店 4.5 星

Dear Allen J., Thank you for taking the time to share your detailed feedback following your recent stay with us. Firstly, please accept our sincere apologies for the experience you encountered during both your arrival and departure. This is certainly not the level of service we strive to provide, and we are truly sorry that your first impression of our hotel was so disappointing. We understand how exhausting a long international journey can be, particularly when travelling with children, and we regret that the check-in process was prolonged and added further stress to your arrival. We are sorry that you felt our team did not provide the level of professionalism, warmth, and assistance you expected. Your comments regarding the interaction with our team member have been taken very seriously and will be shared with our Front Office leadership team for review, coaching, and further training where appropriate. We are also very sorry to hear about the confusion surrounding your reservation, which resulted in additional time, inconvenience, and unexpected costs. This is not the seamless arrival experience we aim to deliver, and we appreciate you bringing it to our attention. At the same time, we would like to sincerely thank you for recognising Marcus. We are pleased that he was able to assist you and help resolve the situation. Your kind words will certainly be shared with him. We also apologize for the concerns you experienced during check-out regarding your parking and meal charges. We understand how frustrating this would have been, especially after the difficulties you had already experienced during check-in. While we are pleased that the charges were corrected before payment was finalized, we acknowledge that this should have been handled more accurately from the outset. Please rest assured that your feedback has been shared with our Front Office management team so we can review our procedures and reinforce the importance of accuracy and attentive service. We truly regret that these experiences overshadowed your stay. Thank you for taking the time to provide such detailed feedback, as it allows us to identify areas where we need to improve. We hope that you may consider giving us another opportunity in the future to provide the welcoming and professional experience that we are known for. Warm regards, Baits Gerard Assistant Manager

Dear Helen Y., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed our excellent location and found your room to be clean and well maintained. We also appreciate your comments regarding the room lighting and size. While our rooms are designed to provide a comfortable and functional space in the heart of Melbourne's CBD, we understand that individual preferences may vary. Your feedback is valuable and will be taken into consideration as we continue to enhance the guest experience. Thank you again for your review. We hope to have the opportunity to welcome you back in the future. Best regards, Baits Gerard Assistant Manager

Good Afternoon Mr. W., I would like to advise that this charge was previously communicated to you via email, including details of what it was for. Should you require any further clarification, please do not hesitate to contact us. Please note, this charge relates to a smoking fee, as our hotel is a 100% non-smoking property. Kind Regards, Donna Nikolova Front Office Manager

Dear Hangying G., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you appreciated our central location, the spacious room, and your overall experience. Your recommendation is greatly valued. Best regards, Donna Nikolova Front Office Manager

Dear xiaofang L., Thank you for your kind feedback. We are thrilled to hear that you found our location convenient and enjoyed the comfort and cleanliness of your room. It is our aim to provide a welcoming experience, and we appreciate your recognition of our front desk team. Best regards, Donna Nikolova Front Office Manager