Dear J. McConnell, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you appreciated our excellent central location and, in particular, the helpful, proactive and friendly service provided by our Concierge team. We will certainly share your kind recognition with them, as we are delighted to know they made a positive contribution to your stay. We are sorry, however, that you found the room feel and layout uncomfortable. We understand that the compact room configuration, including the basin being positioned within the main room rather than a fully enclosed bathroom, may not suit every guest and can create a sense of limited space. We appreciate your honest comments and understand that this affected your overall impression of the hotel. While we are glad that the facilities were functioning as expected, we are sorry that the overall atmosphere did not provide the experience you were hoping for. Your feedback is valuable and will be shared with our team as we continue to look for ways to improve the guest experience. Thank you again for recognising our Concierge team and for sharing your honest feedback. We hope to have the opportunity to welcome you back to Novotel and ibis Melbourne Central and provide a more enjoyable experience in the future. Warm regards, Baits Gerard Assistant Manager

Dear Dennis P., 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 convenient location within walking distance of many attractions, as well as the ease of our check-in and check-out process. We are, however, sorry to hear about your experience with the linen during your stay. We understand your concern about sleeping on the same linen for several nights, and we apologise if the linen change arrangements were not clearly communicated or did not meet your expectations. We will share your feedback with our Housekeeping team and reinforce the importance of ensuring guests are well informed about our linen service and that any specific requests are attended to promptly. Thank you again for bringing this to our attention. We appreciate your feedback and hope to have the opportunity to provide you with a more comfortable and seamless stay at Novotel and ibis Melbourne Central in the future. Warm regards, Baits Gerard Assistant Manager

Dear Vilma L., Thank you so much for your lovely feedback. We are delighted to hear that you enjoyed the great location of Novotel and ibis Melbourne Central and found it convenient for accessing the nearby shops and everything Melbourne has to offer. We truly appreciate you choosing to stay with us and look forward to warmly welcoming you back again on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Giz W., Thank you so much for your kind feedback. We are delighted to hear that you enjoyed our convenient location and found your stay to be reasonably priced and hassle-free. We truly appreciate you choosing to stay with us at Novotel and ibis Melbourne Central. It was a pleasure having you with us, and we look forward to warmly welcoming you back again on your next visit to Melbourne. Warm regards, Baits Gerard Assistant Manager

Dear Jacinta K., 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 convenient location and found the stay reasonably priced and hassle-free. We are sorry, however, that you did not have the opportunity for the personal welcome and interaction you would normally expect as an ALL member. We understand how valuable that personal connection can be, particularly when staying with us as a loyalty member. It is possible that the self-service kiosk was used during your arrival, which may have reduced the opportunity for a face-to-face interaction with our team. While our self-service kiosks are available for guests who prefer a quick and convenient check-in, our Reception team is available 24 hours a day and would always be delighted to personally assist and welcome our ALL members. We truly appreciate your feedback and your loyalty to ALL. We will continue to remind our team of the importance of creating a warm and personalised welcome for our members. We look forward to warmly welcoming you back to Novotel and ibis Melbourne Central and providing you with the personal service you value on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Dani E., Thank you so much for taking the time to share such thoughtful feedback following your recent stay with us. We are delighted to hear that you enjoyed your stay at ibis Melbourne Central and appreciated our convenient location, with Melbourne Central Station just a short walk away. It is wonderful to know that you found your room clean and comfortable and that our Concierge team consistently provided a warm, welcoming and helpful service throughout your stay. We also appreciate your honest feedback regarding the bathroom configuration and privacy. We understand that the open bathroom design may not provide the level of privacy that every guest would prefer, particularly when sharing a room with someone who is not an intimate partner. Your comments are valuable, and we will keep this feedback in mind as we continue to consider the overall guest experience. We are especially grateful for your recognition of our Concierge team members — Felipe, Brian, Narendra, Daniel and Carter — who assisted guests between 22 and 31 August. We will certainly share your kind words with them. It is wonderful to know that their friendly and attentive service contributed positively to your stay. Thank you again for your recommendation and for choosing ibis Melbourne Central. We truly appreciate your support and look forward to warmly welcoming you back again on your next visit to Melbourne. Warm regards, Baits Gerard Assistant Manager

Dear Kishore K., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you had an overall good experience and enjoyed our convenient location. We appreciate your feedback regarding the water refill facility and understand that having to return to Level 2 to refill your bottle may not always be convenient. As part of our sustainability approach, we provide a complimentary water refill station on Level 2, near Reception, which is available 24 hours a day. This allows guests to refill reusable bottles while helping us reduce the use of single-use plastic bottles. We certainly appreciate your suggestion of having additional refill points on each floor and will share this feedback with our team for consideration. Thank you again for your valuable suggestion. We hope to have the pleasure of warmly welcoming you back to Novotel and ibis Melbourne Central on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Fong L., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found Novotel and ibis Melbourne Central very clean overall and that you were happy with the room setup. We truly appreciate your kind comments and your recognition of the efforts made by our team. We also appreciate you bringing the maintenance details to our attention. We are sorry to hear that some areas of the room are beginning to show signs of wear and that the shower O-ring was making noise. We will share your feedback with our Engineering team so these items can be inspected and addressed as required, including reviewing the paintwork and shower fittings. Thank you again for your valuable feedback. Comments such as yours help us identify areas where we can continue to improve and maintain the quality of our rooms. We look forward to warmly welcoming you back to Novotel and ibis Melbourne Central for an even more comfortable stay. Warm regards, Baits Gerard Assistant Manager

Dear Damian P., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you enjoyed our central location, excellent breakfast options, and the friendly and helpful service provided by our team. It is wonderful to know that your overall stay was pleasant and that the hotel suited your needs well. We are, however, very sorry to hear that the firmness of the bed caused you discomfort and resulted in back and leg pain during your stay. We understand how important a comfortable bed is to a good night's rest, and we regret that the bed did not meet your expectations. We will share your feedback with our team for consideration as we continue to review our guest comfort and room experience. Thank you again for your valuable feedback. We hope to have the opportunity to provide you with a more comfortable stay on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Carolyn T., 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 location and found the room comfortable overall. We sincerely apologise, however, that you experienced a strong odour in the room and were unable to lower the air conditioning to a more comfortable temperature. We understand how uncomfortable this would have been during your stay. We will share your feedback with our Housekeeping and Engineering teams so the odour can be investigated and the air conditioning system reviewed to ensure it is operating as intended. Thank you again for bringing these concerns to our attention. We appreciate your feedback and hope to provide you with a more comfortable experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Kerin A., Thank you for taking the time to share such wonderful feedback and for your continued loyalty to Novotel and ibis Melbourne Central. We are delighted to hear that you choose to stay with us whenever you visit Melbourne and that you are consistently satisfied with our service. It is wonderful to know that you continue to appreciate our friendly and helpful team, clean rooms, and convenient central location. Your continued support and loyalty mean a great deal to us, and we truly appreciate you making us your preferred choice when visiting Melbourne. Thank you once again for your kind feedback. We look forward to welcoming you back on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Justin G., Thank you for your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed your room and had a seamless, no-fuss stay with us. Thank you once again for choosing Novotel and ibis Melbourne Central. We look forward to welcoming you back again in the future. Warm regards, Baits Gerard Assistant Manager

Dear Sophia H., We are very sorry to hear that you experienced issues with the shower water temperature during your stay. We understand how frustrating and uncomfortable it can be when the temperature does not remain consistent, particularly when trying to enjoy a relaxing shower. Your feedback is important to us, and we will share this with our Engineering team so the shower and hot water system can be inspected to ensure everything is operating as intended. We sincerely apologise for the inconvenience and appreciate you bringing this to our attention. We hope to have the opportunity to welcome you back to Novotel and ibis Melbourne Central and provide you with a much more comfortable experience. Warm regards, Baits Gerard Assistant Manager

Dear Zhaohan W., Thank you for taking the time to share such wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our great central location, fantastic facilities, and the service provided by our team. It is also wonderful to know that you appreciated the room design and furnishings. We are especially grateful for your continued loyalty, having stayed with us many times. Your recommendation and ongoing support mean a great deal to our team. Thank you once again for choosing Novotel and ibis Melbourne Central. We look forward to welcoming you back for many more enjoyable stays. Warm regards, Baits Gerard Assistant Manager

Dear Kelly K., Thank you for taking the time to share your lovely feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you enjoyed our excellent location, with a great selection of restaurants, markets, and shops nearby. It is also wonderful to know that you found your Compact Queen Room comfortable and that it provided everything you needed for a convenient stay. Thank you once again for choosing ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another comfortable stay. Warm regards, Baits Gerard Assistant Manager

Dear Glenn H., Thank you for taking the time to share your feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you enjoyed our very central location, with easy access to Bourke Street Mall and Melbourne's city centre. It is also wonderful to know that your single room suited you well and that you found it comfortable, clean, and classy. We understand your feedback regarding the self-check-in process. While our self-service kiosks are available to provide a quick and convenient option, we completely understand that some guests prefer the personal interaction of checking in with a team member. Our Reception team is available to assist guests who prefer a face-to-face check-in or require any assistance during the process. Thank you once again for choosing ibis Melbourne Central. We appreciate your feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Serene A., 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 your accessible room and found our team helpful and friendly. We truly appreciate your kind comments. We sincerely apologise, however, that your request regarding the TV remote was not attended to. We understand how frustrating it would have been to have a remote that was not working properly and then be unable to watch the TV comfortably. We are particularly sorry that, despite your request for the batteries to be checked or replaced, the issue was not followed up. We will share your feedback with our Front Office and Engineering teams to reinforce the importance of properly recording, following up, and closing out guest requests in a timely manner. Thank you again for bringing this to our attention. We hope to have the opportunity to provide you with a smoother and more enjoyable experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Tracey B., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We sincerely apologise for the stress and inconvenience you experienced with the parking arrangements. We understand how frustrating it must have been to follow the parking information provided, only to find that the location was not correct and subsequently incur an additional $90 charge to exit the car park. For clarification, our self-service parking facility is located at 200 Queen Street and is operated by Wilson Parking. We are sorry if the directions provided by our team were unclear or incorrect on this occasion. We will share your feedback with our Front Office and Concierge teams to ensure the correct parking location and directions are clearly communicated to guests, particularly when our on-site parking is unavailable. Thank you for bringing this matter to our attention. We appreciate your understanding and hope to provide a much smoother experience during your next visit. Warm regards, Baits Gerard Assistant Manager

Dear Liang f., Thank you for taking the time to share such wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you found your stay to be great value and that you enjoyed our excellent central location. It is also wonderful to know that our team were able to accommodate both your early check-in and late check-out requests. We are especially pleased that you found our staff super lovely. We will certainly share your kind feedback with the team. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your positive comments and look forward to welcoming you back for another very good stay. Warm regards, Baits Gerard Assistant Manager