Dear Chiara S., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel & ibis Melbourne Central. We are pleased to hear that you enjoyed a comfortable stay and appreciated our breakfast selection, Wi-Fi, in-room amenities, and the quality and value of our restaurant. It is wonderful to know that these aspects contributed positively to your overall experience. However, we are very sorry to hear about your experience with the breakfast box and the allergic reaction you experienced after consuming the muesli containing strawberry pieces. We understand how serious food allergies can be, and we sincerely regret that we did not take the appropriate steps to identify and accommodate your dietary requirements before preparing the breakfast box. Your feedback is extremely important, and we will share this matter with our Food & Beverage team to reinforce the importance of checking for allergies and dietary requirements when preparing alternative meals or breakfast boxes. Guest safety must always be treated as a priority, and we recognise that this situation should have been handled with greater care. Thank you again for bringing this serious concern to our attention, as it gives us an opportunity to review our procedures and improve our service. We hope to have the opportunity to provide you with a much better and safer experience on a future visit to Novotel & ibis Melbourne Central. Warm regards, Baits Gerard Assistant Manager

Dear Anna N., Thank you for taking the time to share your detailed feedback following your recent stay at ibis Melbourne Central. We are sincerely sorry and disappointed to learn that the cleanliness of your room and the level of service you experienced fell well below the standards we expect to provide. Finding hairs on the bathroom floor upon arrival is unacceptable, and we are particularly concerned that they remained there throughout your three-day stay. The discovery of an open carton of milk left in the refrigerator by a previous guest is also a clear indication that our room inspection and housekeeping procedures were not completed to the standard required. We sincerely apologise for these oversights. We are also sorry that your call to Reception from the room phone was not answered. Our guests should be able to rely on the Reception team when assistance is required, and we regret that we did not provide that support when you needed it. Your feedback has been shared with our Housekeeping and Front Office leadership teams for immediate review. We will reinforce our room inspection procedures, including checking bathrooms and refrigerators thoroughly before a room is released, as well as ensuring our team remains responsive to guest calls. We understand that these issues significantly affected your experience, and we sincerely apologise that we did not provide the clean and attentive stay you should have received. Thank you for bringing these concerns to our attention. Your feedback is important and will help us address these shortcomings with the relevant teams. We hope we may have the opportunity to restore your confidence in ibis Melbourne Central in the future. Warm regards, Baits Gerard Assistant Manager

Dear Natashia, We very much appreciate your comments regarding your stay at the ibis Melbourne Central. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Luh Sumartini Assistant Manager Novotel Melbourne Central Ibis Melbourne Central

Dear Lucia, We very much appreciate your comments regarding your stay at the Ibis Melbourne Central. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, BiVi Ju Assistant Manager Ibis Melbourne Central

Dear Teresa D., We very much appreciate your comments regarding your stay at the ibis Melbourne Central. We're glad to hear that you enjoyed our convenient location, clean rooms, and friendly staff. We appreciate your comments about the shower and the sink layout, and we'll take them into consideration for future improvements. We hope to welcome you back soon for another pleasant stay! Sincerely, BiVi Ju Assistant Manager Ibis Melbourne Central