Dear Guest, Thank you for taking the time to share your feedback following your recent stay at Novotel & ibis Melbourne Central. We are truly sorry to hear that you and your child felt frightened during your stay. We understand how concerning it would have been to see the door handle moving from outside, and we sincerely apologise for the distress this caused you. For your reassurance, guest room access is controlled by key cards assigned to registered guests, and other guests are not able to access a room without the appropriate key card access. Based on what you have described, the movement of the door handle may have been related to our Housekeeping team attending rooms during the day, or potentially another guest mistakenly attempting to access the wrong room. Strong movement or closing of neighbouring doors can also cause noticeable vibration through the surrounding doors. Nevertheless, we understand that seeing the handle move would understandably be alarming, and this should always be taken seriously. We are also sorry that you were unable to locate a team member when you wanted to report your concern. While we offer self-check-in for convenience, our reception team is available 24 hours a day on Level 2, immediately to the right of the self-check-in kiosks. There is also an option on the in-room telephone to contact Reception directly at any time. We appreciate your suggestion regarding a physical deadbolt and understand how an additional locking mechanism could provide guests with greater peace of mind. Your feedback will be shared with our management and relevant teams for consideration. Thank you again for bringing this matter to our attention. The safety and security of our guests are extremely important to us, and we regret that you and your child did not feel completely secure during your stay. Warm regards, Baits Gerard Assistant Manager

Dear Meirong L., Thank you for taking the time to share such detailed feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that your first visit to Melbourne was such an enjoyable one and that our hotel provided a comfortable and convenient base for exploring the city. It is wonderful to know that you appreciated our central location, reasonable value, quiet accommodation, and the professional service provided by our team. We are especially pleased to hear that you would choose to stay with us again. Thank you also for recognising the team member who assisted you on the afternoon of 31 July. We are delighted to hear that her friendly and patient service, along with her ability to communicate with you in Chinese, made such a positive impression. We will do our best to identify the team member and ensure your lovely comments are shared with her. At the same time, we sincerely apologise for the fingerprints you noticed on the glass door. Attention to detail is an important part of our cleanliness standards, and your comments have been shared with our Housekeeping team to reinforce our inspection of these areas. We also appreciate your constructive feedback regarding the breakfast selection. We understand that greater variety is particularly important for guests staying with us for several days, and your comments will be shared with our Food & Beverage team for consideration. Thank you once again for your thoughtful review and recommendation. We are thrilled to have been part of your first Melbourne experience and look forward to welcoming you back to ibis Melbourne Central on your next visit to the city. Warm regards, Baits Gerard Assistant Manager

Dear Xiaoyan H., Thank you for taking the time to share your wonderful feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you enjoyed our attentive service, clean environment, and the wide selection available at breakfast. It is always rewarding to know that these aspects contributed to a positive stay. We are especially pleased to hear your kind recognition of Kid from our breakfast team. We will be sure to share your compliments with him, and we know he will be delighted to learn that his friendly service and ability to communicate in Chinese made such a positive impression on your experience. Thank you once again for your lovely review. We truly appreciate your support and look forward to welcoming you back to ibis Melbourne Central for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Yanan W., Thank you for your high praise regarding the location of our hotel. We are very pleased to hear that you had a pleasant stay at ibis Melbourne Central. We look forward to your next visit! Warm regards, Baits Gerard Assistant Manager

Dear Wei Weimiao, Thank you for taking the time to share your wonderful feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location and appreciated the thoughtful touches we provide, including the daily milk, food heating service, and complimentary stationery. It is especially rewarding to know that our family-friendly amenities, such as the drawing supplies and toys for children, helped make your stay even more enjoyable. Your kind words about our friendly team and the excellent service they provided mean a great deal to us. We will be sure to share your lovely feedback with the team, as it will certainly brighten their day. Thank you once again for your wonderful review. We truly appreciate your support and look forward to welcoming you and your family back to ibis Melbourne Central for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Yiming C., Thank you for taking the time to share your wonderful feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you had a very good stay and enjoyed our excellent location in the heart of Melbourne. Being close to the city's attractions, shopping, dining, and public transport is something we are proud to offer our guests. Thank you once again for your kind comments. We truly appreciate your support and look forward to welcoming you back to ibis Melbourne Central for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Lin, Thank you for taking the time to share your wonderful feedback following your recent stay at ibis Melbourne Central. We are delighted to hear that you enjoyed our excellent location, found your room clean and tidy, and appreciated the convenience of our self-check-in facilities. It is always rewarding to know that these aspects contributed to a comfortable and enjoyable stay. Thank you once again for your kind comments. We truly appreciate your support and look forward to welcoming you back to ibis Melbourne Central for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Ibis Melbourne Central

Dear Dandan H., Thank you for sharing your experience. We apologize for the distress caused by the alarm and understand the importance of clear communication during such incidents. Your feedback is valuable, and we will use it to improve our guest experience. Kind Regards, Donna Nikolova Front Office Manager

Dear Yuanzhe L., Thank you for your feedback. We appreciate your comments regarding the location of our hotel. We understand your concerns about the additional charges for amenities and the comfort of the bedding. Your insights will be taken into consideration as we aim to enhance our guests' experience. Best regards, Donna Nikolova Front Office Manager

Dear Hongli, Thank you for sharing your feedback regarding your recent stay with us. We appreciate your acknowledgment of our prime location and security measures. However, we regret that our facilities did not meet your expectations. Your insights are valuable as we strive to enhance our guests' experiences. Sincerely, Luh Sumartini Assistant Manager Novotel Melbourne Central Ibis Melbourne Central

Dear Yan, Thank you for your kind words regarding your recent stay with us. We are delighted to hear that you enjoyed our convenient location and found your room comfortable. We look forward to welcoming you back on your next visit to Melbourne. Sincerely, Luh Sumartini Assistant Manager Novotel Melbourne Central Ibis Melbourne Central

Dear Guest, Thank you for your kind words regarding your stay with us. We are pleased to hear that you enjoyed our prime location and the various amenities provided. Your positive feedback about our staff and services is greatly appreciated. Goodbye and best regards, ibis Melbourne Central

Dear Guest, Thank you for your positive feedback regarding your stay. We are pleased to hear that you had a good experience and that various aspects met your expectations. Goodbye and best regards, ibis Melbourne Central

Dear Guest, Thank you for your positive feedback regarding your stay. We are delighted to hear that you found our service attentive and the accommodations clean and tidy. Your compliments are truly appreciated and inspire our team to maintain these high standards. Goodbye and best wishes, Ibis Melbourne Central

Dear Jian C., Thank you for your kind feedback. We are delighted to hear that you appreciated the daily housekeeping service and found our staff very friendly. It is also great to know that our convenient location made your travel easier during your stay. We truly appreciate your comments and look forward to welcoming you back again in the future. Warm Regards, Baits Gerard Assistant Manager

Dear Xiaodong S., Thank you for your kind feedback. We are delighted to hear that you found the hotel very clean and tidy, and that our daily housekeeping service met your expectations. It is also wonderful to know that our staff made you feel welcome during your stay. Your kind words are greatly appreciated and will be shared with the team. We look forward to welcoming you back again in the future. Warm Regards, Baits Gerard Assistant Manager

Dear Lei W., Thank you for sharing your feedback. I regret to learn about your experience regarding the housekeeping service and the misunderstanding with the front desk. Please know that your comments are valuable in helping us improve our services. We will be looking into our procedures to have more seamless service for our guests. Kind Regards, Craig Kelmar General Manager

Dear Zaoyang G., Thank you for your feedback. We regret to learn about the issues you experienced regarding the housekeeping service and the lack of response to your concerns. Your comments are important to us, and we will use them to improve our services. If you would like to speak more about this please do email me at do… Kind Regards, Donna Nikolova Front Office Manager