Dear Zina, Thank you for taking the time to share your feedback following your stay at ibis Melbourne Central. We are pleased to hear that you had a good overall stay and that our reception team member made a positive impression during your check-in. However, we sincerely apologise for the Wi-Fi connectivity issue you experienced in room 1204 and for the lack of assistance provided by our team when you raised your concern. We understand how frustrating this must have been, particularly as you had to rely on your mobile data and restrict your internet usage during your stay. Please be assured that your feedback has been taken seriously, and we will follow up with the relevant teams to investigate the Wi-Fi issue and reinforce the importance of providing helpful and attentive service to our guests. Thank you again for bringing this to our attention. We hope to have the opportunity to welcome you back and provide you with a smoother and more comfortable experience in the future. Kind regards, Athena Ng Assistant Manager Novotel Melbourne Central | ibis Melbourne Central

Dear Natalie C., Thank you for your lovely feedback! We’re delighted to hear that you enjoyed our convenient location, comfortable rooms, and facilities. We truly appreciate your kind words and look forward to welcoming you back for another wonderful stay soon! Best regards, ibis Melbourne Central

Dear Ron, Thank you for sharing your feedback following your recent stay with us. We are pleased to hear that our hotel met your needs overall and appreciate your continued support, especially as you previously enjoyed your stay at Novotel Melbourne Central. However, we sincerely apologise that the room layout and size did not meet your expectations. We understand that the exposed positioning of the toilet and shower may have affected your comfort and privacy, particularly when travelling as a couple. Your comments are valuable to us, and we will take them into consideration as we continue to improve our guest experience. We regret that this stay did not live up to your previous experience at Novotel Melbourne Central. On your next visit, we would welcome the opportunity to discuss room options with you to help ensure a more comfortable stay. Thank you again for your constructive feedback. We hope to have the pleasure of welcoming you back for a more enjoyable experience in the future. Kind regards, Athena Ng Assistant Manager Novotel Melbourne Central | ibis Melbourne Central

Dear Jacky, Thank you for taking the time to share your feedback following your recent stay at ibis Melbourne Central. We are pleased to hear that you appreciated our convenient location and the service provided by our team. However, we sincerely apologise that certain aspects of your room and the keycard access affected your overall experience. We understand that comfortable pillows and a practical room layout are important for a restful stay, and we regret that the pillows and basin arrangement did not meet your expectations. We also apologise for the inconvenience caused by the intermittent keycard access to the lifts. Your feedback has been shared with the relevant teams for review and improvement. We truly appreciate your comments, as they help us identify opportunities to enhance our facilities and guest experience. We hope to have the opportunity to welcome you back and provide you with a more comfortable and seamless stay in the future. Kind regards, Athena Ng Assistant Manager Novotel Melbourne Central | ibis Melbourne Central

Dear Guest, Thank you for bringing this to our attention. We are sorry for the frustration and confusion caused, particularly after you had already contacted the hotel twice and received an updated invoice confirming that there would be no breakfast charge. We also apologise that you were unable to reach our team by phone when trying to follow up. We have reviewed the booking and can confirm that the breakfast charge has now been refunded. Please allow some time for the refund to appear in your account, as processing times may vary depending on your bank or card provider. We understand how concerning it would have been to see the charge after being advised otherwise. We hope your daughter is feeling better, and we appreciate your patience while this was resolved. Warm Regards, Shelton QI Night Manager Novotel Melbourne Central

Dear Mathew, Thank you for taking the time to share your feedback following your recent stay with us. Please accept our sincere apologies for the inconvenience caused by the inconsistent shower temperature and low water pressure. We understand how frustrating this must have been and regret that this affected your overall experience. Your feedback has been shared with our Maintenance team for further investigation and follow-up. We appreciate you bringing this matter to our attention, as it helps us identify areas where we can improve our facilities and guest experience. Thank you for your loyalty as an ALL Accor Gold member. We truly value your support and hope to have the opportunity to welcome you back for a more comfortable and enjoyable stay. Kind regards, Athena Ng Assistant Manager Novotel Melbourne Central | Ibis Melbourne Central

Dear Alina, Thank you for taking the time to share your feedback following your stay at ibis Melbourne Central. Please accept our sincere apologies that your experience fell short of your expectations. We are particularly sorry about the ongoing issues with water pressure and fluctuating water temperature, especially as these concerns persisted even after we arranged a room change. We understand how frustrating this must have been and regret that we were unable to provide a satisfactory solution during your stay. We also acknowledge your concerns regarding the room size, layout, and lack of convenient towel hooks near the sink. Your comments are valuable to us, and we will share this feedback with the relevant departments for review. We are committed to continuously improving our facilities and ensuring our guests enjoy a comfortable stay. We regret that this experience did not reflect the standard of service and comfort we strive to provide. Thank you for bringing these matters to our attention, and we hope you may consider giving us another opportunity to provide you with a more positive experience in the future. Kind regards, Athena Ng Assistant Manager Novotel Melbourne Central | ibis Melbourne Central

Dear Dan z., Thank you for your kind feedback! We’re pleased to know that you appreciated our hotel’s convenient location. We look forward to welcoming you back again soon! Best regards, ibis Melbourne Central

Dear Luisa C., Thank you for your positive feedback regarding our location and staff. We strive to provide excellent service and value to our guests, and it is gratifying to hear you had a pleasant experience. Warm Regards, Shelton QI Night Manager

Dear Natasha K., Thank you for your positive feedback regarding your stay. We are pleased to hear that you found our accommodations clean and comfortable. Your observation about the light switch is appreciated, and we will take this into consideration for future improvements. We look forward to welcoming you back. Warm Regards, Shelton QI Night Manager

Dear Lisa W., Thank you for your wonderful review! We’re delighted to hear that you enjoyed our central location, friendly team, and buffet breakfast. It’s especially rewarding to know that your experience with us compared so favourably with other five-star hotels. Your kind words mean a lot to our team, and we look forward to welcoming you back to ibis Melbourne Central on your next visit to Melbourne! Best regards, ibis Melbourne Central

Dear Leanne B., Thank you for your positive feedback. We are delighted to hear that you found your stay comfortable and relaxing. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Warm Regards, Shelton QI Night Manager

Dear Laura W., Thank you for your positive feedback regarding your recent stay with us. We appreciate your acknowledgment of our efficient check-in process and the cleanliness of our rooms. We understand the room size may not meet everyone's expectations, but we strive to provide value for a comfortable experience. Warm Regards, Shelton QI Night Manager

Dear Lyra T., Thank you for taking the time to share your feedback with us. We sincerely apologise for the difficulty you experienced when trying to contact our reception team prior to check-in. We understand how important timely communication is in ensuring a smooth and comfortable arrival experience for our guests. We value your feedback and appreciate you bringing this matter to our attention, as it provides us with an opportunity to improve our service and communication. Please be assured that your comments will be shared with our team to help us strengthen our commitment to providing attentive, professional, and welcoming service to every guest. We are grateful for your feedback and the opportunity to learn from your experience. We hope to have the pleasure of welcoming you again in the future and providing you with a more seamless and enjoyable stay that better reflects our service standards. Warm Regards, Shelton QI Night Manager

Dear Gammad M. P. M., Thank you for your kind words regarding your recent stay. We are pleased to hear that you found our accommodations comfortable and our staff to be friendly and helpful. Your feedback motivates us to maintain our high standards of service. Best regards, ibis Melbourne Central

Dear Dejan A., Thank you for your feedback. We are pleased to hear that you enjoyed our location and found your room comfortable. We appreciate your understanding regarding the initial wait and are glad that the remainder of your stay was satisfactory. Goodbye and best regards, ibis Melbourne Central

Dear Akram H., Thank you for your feedback regarding your recent stay. I am pleased to hear you found your accommodations comfortable. I regret to learn about the absence of a table for work purposes, as we strive to provide a conducive environment for all guests. Warm Regards, Shelton QI Night Manager

Dear O., Thank you so much for your wonderful feedback! We’re delighted to hear that you enjoyed our friendly service, quiet room, valet parking, and fresh, tasty food at our restaurant. We also appreciate your feedback regarding the valet parking experience and will share it with our team for improvement. It’s fantastic to know that you enjoyed your stay so much that you’ll be returning on 19 October! We truly appreciate your continued support and look forward to welcoming you back soon. Best regards, ibis Melbourne Central

Dear Carolyn G., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you enjoyed our location, cleanliness, and the comfort of our beds. It is also rewarding to know that our staff provided helpful service throughout your visit. Warm Regards, Shelton QI Night Manager