尊敬的傅守欣， 感谢您分享您的积极体验。我们很高兴您在Novotel Christchurch Airport享受到了舒适的住宿，并且便利的地理位置对您出行有所帮助。期待您再次光临。 祝好， Novotel Christchurch Airport

亲爱的Yilin S.， 感谢您对我们酒店的积极评价。我们很高兴您对地理位置及酒店的清洁度感到满意。您的反馈对我们非常重要，期待您再次光临。 祝好， Novotel Christchurch Airport

尊敬的Linqing C.， 感谢您对我们酒店的积极评价。我们很高兴您喜欢我们的地理位置和房间的舒适度。能够为您和您的孩子提供愉快的住宿体验，是我们的荣幸。期待您的再次光临。 祝好， Novotel Christchurch Airport

Dear Fenlan Y., Thank you for taking the time to tell us about your experience at the Novotel Christchurch Airport. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Talis Houghton Operations Manager

尊敬的Jiayu L.， 感谢您对我们酒店的积极评价。我们很高兴您对我们的地理位置、服务态度以及房间的干净程度感到满意。期待您的再次光临！ 祝好， Novotel Christchurch Airport

Dear Jingnan H., Thank you for taking the time to tell us about your experience at the Novotel Christchurch Airport. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. I am sorry to see that the staff at the time did not mentioned to run the water for a few minutes for the hot water to come through to the room. As would be very odd if only 1 room in 200 did not have hot water. Please note that this problem was an exception to our normal practices, therefore a credit refund in the amount of 10% will be issued to your account. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Talis Houghton Operations Manager Novotel Christchurch Airport.

亲爱的Aichen G.， 感谢您分享您的积极体验。我们非常高兴听到前台工作人员的服务给您带来了温暖的感觉。期待再次欢迎您光临诺福特基督城机场酒店。 祝好， 诺福特基督城机场酒店

尊敬的张佳， 感谢您对我们酒店位置的肯定。我们很高兴能够为您提供便利的住宿体验，期待您的再次光临。 祝好， Novotel Christchurch Airport

Kia Ora, Thank you for taking the time to provide such detailed feedback. I’m very sorry that your experience did not meet your expectations, particularly as you have stayed with Novotel previously and had a different perception of the brand. Firstly, I sincerely apologise for the confusion caused by our communication regarding the water interruption. The work being undertaken was emergency maintenance that unfortunately needed to be completed, and we wanted to provide our guests with as much notice as possible. However, the wording of our initial communication was incorrect. It advised that guests would have no water during the works, when in fact we were not expecting the hotel to have limited water. This was an error on our behalf, and I completely understand how the information provided would have caused concern and frustration. We also appreciate that, even with the correct information, any disruption to water services while you are still checked in can be inconvenient. I’m sorry that our response when you raised your concerns came across as dismissive. This was certainly not our intention, and we should have communicated the situation with greater understanding of the impact it could have on your plans. I’m also very sorry for the confusion and incorrect charge relating to your breakfast. You should not have had to identify and follow up on this after receiving your bill, particularly after you had already been advised that the $30 rate would be honoured. I have now arranged for the breakfast charge to be fully refunded. We will also be following this up with the team to reinforce the importance of clear communication between shifts and ensuring that agreed rates are correctly reflected on guest accounts. I would also like to apologise that our response when you initially contacted us about the incorrect charge did not include an acknowledgement or apology for the inconvenience caused. We should have recognised the frustration of having to identify and follow up on the error yourself. I’m disappointed that these issues left you feeling that the service you received was below the standard you have come to expect from Novotel. Your feedback has been shared with the relevant teams, particularly around communication, ensuring information provided to guests is accurate, and checking accounts carefully before departure. Thank you again for bringing these concerns to our attention. We are genuinely sorry for the mistakes made during your stay and hope that, should you choose to stay with us again, we can provide the level of service and experience you have come to expect from Novotel. Kind Regards, Samantha Wing Front Office Manager

Kia Ora, Thank you for taking the time to share your detailed feedback. I’m sorry to hear that your stay did not meet your expectations, particularly regarding the air-conditioning controls and your experience with our Front Office team. I’m sorry that the air-conditioning was difficult to operate and that the noise impacted your comfort at night. We understand that being unable to easily switch the system off or adjust the fan speed would be frustrating. We have noted your feedback regarding the controls and will continue to review how we can improve the guest experience around the air-conditioning system. I’m also disappointed to hear that we did not follow through on our commitment to contact you regarding a room move. Regardless of whether a different room was ultimately available, we should have followed up with you as promised. I apologise that this did not happen and for the impression this gave of our Front Office team being unresponsive. We appreciate your feedback and will be using it with the team to reinforce the importance of following through on guest requests and commitments. I’m sorry that we fell short on this occasion and hope we may have the opportunity to provide you with a much better experience in the future. Kind Regards, Samantha Wing Front Office Manager

亲爱的Jiahui C.， 感谢您分享您在我们酒店的愉快体验。我们非常高兴地得知您对地理位置、服务和设施感到满意。期待您的再次光临！ 祝好， Novotel Christchurch Airport

Kia Ora, Thank you for taking the time to share your feedback. I’m pleased to hear you found our location convenient and appreciated how close we are to the airport. However, I’m very sorry for the inconvenience you experienced with the water supply when you arrived. Unfortunately, we had an emergency maintenance issue that required the water supply to be shut off across the entire hotel while urgent works were carried out. I completely understand how frustrating this would have been, particularly arriving at 2:45pm and expecting to be able to settle into your room, only to find there was no water available until approximately 4:00pm. Please accept our sincere apologies for the disruption this caused to the beginning of your stay. I also appreciate your feedback regarding the lack of a microwave. Microwaves are not provided in our standard guest rooms, but we understand that having access to one would be convenient for guests wishing to heat food during their stay. Thank you again for taking the time to share your feedback. We hope to have the opportunity to provide you with a more comfortable and seamless experience in the future. Kind Regards, Samantha Wing Front Office Manager

Dear Yun R. C., Thank you for your positive feedback regarding our hotel's location. We are pleased to hear that you found our proximity to the airport convenient. We strive to provide our guests with the best experience possible. Goodbye, Novotel Christchurch Airport

尊敬的謝小昆， 感謝您分享您的體驗。我們非常高興聽到您對於位置及接駁巴士服務的滿意。關於餐飲選擇，我們將持續努力以提升客人的便利性。希望下次能再次歡迎您光臨。 祝好， Novotel Christchurch Airport

尊敬的Yihua Y.， 感谢您对我们酒店的积极评价。我们很高兴您满意我们的地理位置和性价比。您的反馈对我们非常重要，期待您再次光临。 祝好， Novotel Christchurch Airport

尊敬的黄帅先生， 感谢您分享您的愉快入住体验。我们很高兴您对酒店的位置、员工的热情服务以及为小朋友准备的小礼物感到满意。期待您再次光临。 祝好， 诺富特基督城机场

尊敬的郑南鹏， 感谢您对我们酒店的积极评价。我们很高兴您对位置、前台服务和气泡水感到满意。期待您下次光临，享受更多舒适的时光。 祝好， Novotel Christchurch Airport

尊敬的尹伟， 感谢您分享您的入住体验。我们很高兴您对床垫感到满意，并能够享受一个良好的睡眠。期待您再次光临。 祝好， Novotel Christchurch Airport

尊敬的吴先生， 感谢您对我们酒店的积极评价。我们很高兴您喜欢酒店的位置以及早餐的美味和用餐环境。期待您下次光临，继续享受更多美好的时刻。 祝好， Novotel Christchurch Airport