Dear Nicole, It was a pleasure to receive this great review. We are delighted that you felt so comfortable during your stay. It is wonderful to know our team made such a positive impression, stepping in with care and a smile whenever you needed help. We take real pride in keeping our hotel spotless, and we are glad you noticed that attention to detail. Your smooth booking experience on our website means a lot to us too. We have worked hard to make that process as effortless as possible. We look forward to welcoming you back. Kind regards, Novotel Melbourne South Wharf Team

Dear Shirlene, We are delighted that our location worked so well for your business trip. Being directly across from the Melbourne Convention & Exhibition Centre and next to the DFO shopping precinct makes it easy to get the most out of your stay. It is great to know you found your room spacious and your breakfast delicious. We are also pleased that your room was ready right away, and that every member of our team made you feel welcome. We look forward to the pleasure of welcoming you back. Many thanks again, Novotel Melbourne South Wharf Team

Dear Yesim, We thank you for taking the time to share your feedback. We are pleased that you found our location convenient, sitting directly opposite the DFO shopping centre and with direct access to the Melbourne Convention & Exhibition Centre. However, we are truly sorry to hear that some aspects of your stay did not meet your expectations. We regret the shortcomings you encountered with the presentation of your room and the bed linen. Our team takes great pride in maintaining high standards, and we are disappointed that we fell short on this occasion. We have noted your comments and will share them with our housekeeping team for their attention. We also acknowledge your remarks about the internet speed, and our front desk is always available to assist with any in-room concerns should they arise during your stay. We hope we can provide you with an improved stay in the future. Kind regards, Novotel Melbourne South Wharf Team

Dear Rodney, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are very sorry to learn that your experience did not meet the standard you should reasonably expect from Novotel, particularly as a valued Diamond member of ALL – Accor Live Limitless. We sincerely appreciate your loyalty and regret that several aspects of your stay fell short on this occasion. We are particularly concerned to read about the road noise from your allocated room, the repeated housekeeping visits during your late check-out, and the loose bathroom sink. We also apologies that you had to contact Reception to request an additional robe. Regarding the in-room amenities, our hotel participates in Accor’s sustainability programme, and all amenities are available upon request. We regret that this was not clearly communicated to you during your stay. Similarly, our minibar is available upon request, and our team would have been pleased to arrange this for you. We also acknowledge your comments regarding the limited tea supplies and appreciate your feedback that the room should have been properly prepared and checked prior to your arrival. While we appreciate that the hotel was exceptionally busy during the Food Exhibition, this should not have impacted the quality of service or room preparation. We should have ensured that your Diamond status and late check-out arrangements were clearly communicated to all relevant team members, particularly to avoid the repeated housekeeping visits you experienced. Your feedback has been shared with our Housekeeping and Front Office teams for review and follow-up, with particular attention to room inspections, late check-out procedures and communication between departments. Thank you again for bringing these matters to our attention. We value your continued loyalty to Accor and hope you will allow us the opportunity to provide you with the experience you expect and deserve on a future visit. Best regards, Novotel Melbourne South Wharf Team

Dear Scarlett R., Many thanks for your valuable feedback. We are delighted that you found your room so comfortable and well-maintained, from the clean amenities to the super comfy mattress that helped you rest properly during your important work trip. Our team takes great pride in creating a welcoming environment, and it is wonderful that you felt well looked after by our friendly and helpful staff. We are also glad your company found the rates to be great value and that our secure building gave you peace of mind throughout your stay. That said, we are sorry the internet connection fell short of your expectations. Our complimentary high-speed WiFi covers all rooms and social spaces, and our front desk team is always available to help troubleshoot any connectivity issues on the spot. Nonetheless, it means a lot that our convenient South Wharf location worked so well for your meetings with international colleagues. We are also touched that our reception team member made you feel at ease during that late-night request, even in your PJs. We look forward to the pleasure of welcoming you back on future occasions. Best regards, Novotel Melbourne South Wharf Team

Dear Amy P., Thank you for taking the time to review your recent stay. We are delighted that you found our hotel clean and stylishly decorated, creating a welcoming atmosphere for your business trip. However, we are sincerely sorry that some aspects of your stay did not meet your expectations. Our suits room categories do come with a minibar as a standard inclusion, while a minibar can also be arranged upon request for other room types. As our hotel is part of a sustainability program, we provide all amenities, such as shower caps, dental kits, vanity kits, and other items, upon request. Our reception team is always happy to assist with arranging any additional items you may require, and we regret that this was not clearly communicated during your stay. Nonetheless, our location opposite the DFO shopping centre and with direct access to the Melbourne Convention & Exhibition Centre makes us a convenient base for business travellers. We look forward to seeing you again in the future. Kindest regards, Novotel Melbourne South Wharf Team

Dear Alice, Thank you for taking the time to share such detailed feedback following your recent stay with us. We sincerely appreciate that you had previously stayed with us and chose to return, which makes it particularly disappointing to learn that this experience left you feeling that you may not return. We are very sorry for the issues you experienced throughout your stay. The delay with your room service order, particularly not being informed promptly that your selected gin was unavailable and then having to wait a further 15 minutes for your order, is certainly not the level of service we aim to provide. We also sincerely apologise for the inconvenience caused by the lift being unavailable and the significant delays this created during your stay. We understand how frustrating this would have been, particularly when you were working with limited time before your flight. Most concerning is your experience when collecting your luggage and arranging your departure. You had clearly communicated to our team that you were on a tight schedule and required everything to be ready, yet the lack of assistance at Concierge and the subsequent delays caused you considerable stress and left you rushing to the airport. We sincerely apologise for this and understand your disappointment. We also acknowledge your comments regarding communication with our team. Clear and effective communication is an important part of delivering a positive guest experience, and we regret that you experienced difficulties during your interactions with us. Your feedback has been shared with the relevant departments and management team for review, particularly regarding room service communication, Concierge coverage, departure arrangements and internal communication between our teams. We sincerely regret that your recent stay did not reflect the experience you had previously enjoyed with us. We value your support and hope we may have the opportunity to restore your confidence in us should you choose to stay with us again. We do look forward to seeing you in the future for a better experience. Kindest regards, Novotel Melbourne South Wharf Team

Dear Michael, We appreciate you sharing your comments with us. We are delighted that our direct access to the Melbourne Convention & Exhibition Centre made your conference visit effortless. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. We understand your frustration regarding the parking charges. As our hotel is conveniently located adjacent to Wilson Parking, we are able to offer our guests a discounted parking rate of $65 per night. Our reception team is always happy to validate your parking ticket and assist with the process to make parking as convenient and seamless as possible. Nonetheless, our location opposite the DFO South Wharf shopping centre remains a practical choice for business travellers attending events at MCEC. Thank you again for your feedback; we hope you will return for a more enjoyable stay. Kind regards, Novotel Melbourne South Wharf Team

Dear Adriana, Thank you very much for this kind review. We are delighted that you found our team so kind and welcoming during your business stay. Our staff genuinely enjoy making every guest feel at home, and it means a lot that you noticed their efforts. It is also wonderful that you enjoyed the food at our restaurants. Chef Noel and the team take great pride in crafting delicious Italian dishes, and we are glad that came through in your dining experience. Finally, we are pleased that our location suited your trip so well. With direct access to the Melbourne Convention & Exhibition Centre and the DFO shopping precinct just across the way, our spot on South Wharf makes it easy to balance business and leisure. The entire team looks forward to welcoming you back in the future. Best wishes, Novotel Melbourne South Wharf Team

Dear Mnothowandile, Thank you for taking the time to share your feedback. We are delighted that our housekeeping and reception team made you feel so well looked after during your stay. It means a lot to us that their patience and care stood out, especially when you were not feeling your best. We are also glad you discovered a fondness for peppermint tea while you were here. Small comforts can make a real difference, and our team is always ready to help with whatever you need. Our hotel aims to make every part of your visit straightforward, so it is great to know you found the Accor ALL App easy to navigate when booking with us. We would love to welcome you back on many more occasions. Best wishes, Novotel Melbourne South Wharf Team

Dear Matt, Thank you for taking the time to share your thoughts with us. We are glad you found your bed comfortable and your room pleasant and well soundproofed. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret the concern you noticed in the bathroom and have shared your feedback with our housekeeping team. We also understand that having only one lift to reception made movement around the hotel less convenient, and we apologise for the wait. As for the internet speed, we offer complimentary high-speed WiFi throughout the property and our front desk is always happy to help if connectivity feels slower than usual. Nonetheless, we are pleased you had an overall comfortable stay with us. We hope to see you again soon. Best regards, Novotel Melbourne South Wharf Team

Dear Steve, Please accept our sincere thanks for this kind feedback. We are delighted that you found our location so convenient during your business trip. Our direct access to the Melbourne Convention & Exhibition Centre and the nearby DFO shopping precinct make it easy to balance work and downtime. Our team takes great pride in offering a warm welcome, so it means a lot to hear that you found them well trained and friendly. We are also pleased that you appreciated the generous size of your room and bathroom, giving you plenty of space to settle in and feel at home. We hope to see you for another enjoyable stay, Kind regards, Novotel Melbourne South Wharf Team

Dear Melissa, Thank you very much for your feedback. We are delighted that you enjoyed the comfort of your bed and the excellent shower pressure in your Superior King Room on a high floor. That said, we are sincerely sorry that some aspects of your stay did not meet your expectations. We regret the disturbance you experienced from the external sounds and understand how this affected your rest. For future visits, our team can recommend one of our quieter rooms, and earplugs are always available at reception. We are also sorry that your in-room dining arrived below the expected temperature and that a wine order was overlooked. Our team is always on hand to resolve such matters promptly when they are raised onsite. Nonetheless, it is a pleasure that you found your accommodation comfortable overall. Our location directly across from the DFO South Wharf and next to the Melbourne Convention & Exhibition Centre makes us an ideal base for couples exploring the area. We look forward to welcoming you back on a future trip. Best regards, Novotel Melbourne South Wharf Team

Dear Paul, Thank you for choosing our hotel. We are delighted you found our hotel modern and comfortable, and that our direct connection to the Melbourne Convention & Exhibition Centre made your business trip so convenient. It is great that you also appreciated the easy access to DFO South Wharf right across from us. We are glad your welcome drink and welcome amenity met your expectations, and that your room upgrade exceeded them. Our team always strives to make our Gold members feel valued. We hope to welcome you back in the future. Best wishes, Novotel Melbourne South Wharf Team

Dear Janet, Thank you for taking the time to review your recent stay. We are delighted that you found our location so convenient, with direct access to the Melbourne Convention & Exhibition Centre and the DFO shopping precinct right across the way. That said, we are sincerely sorry that several aspects of your stay did not meet your expectations. We regret the difficulties you faced while adjusting your booking and the confusion that arose during those conversations. Our front desk team includes speakers of several languages, and we understand how frustrating it can be when communication does not flow as smoothly as it should. Your comments about the challenge you experienced during check-in will be taken on board, as we want every guest to feel at ease from the moment they arrive. We also acknowledge your feedback regarding the beds and are sorry the comfort fell short for you. Nonetheless, we are pleased that your overall experience still left you with a positive impression, and we truly value your loyalty as an ALL Accor Classic member. We hope to welcome you back. Best wishes, Novotel Melbourne South Wharf Team

Dear M., Thank you for your honest feedback. We are delighted that your arrival and check-in experience was a highlight of your stay. However, we are truly sorry that your overall visit did not meet your expectations, particularly the confusion with your breakfast inclusion and the service shortcomings you noted. As per booking confirmation received, breakfast was not inclusive in your rate.. However, special breakfast rate was offered as per Company’s agreement. We apologise if this was not communicated clearly. We hope you will consider staying with us again in the future. Best regards, Novotel Melbourne South Wharf Team

Dear Natalie, Thank you very much for this kind review. We are delighted that you found our team so welcoming and the hotel clean and tidy. The tall gentleman who served you in the bar on Sunday afternoon will be thrilled to know his service stood out. Our staff take real pride in making every guest feel at home. We are also pleased that your business trip brought you to our South Wharf location and that you enjoyed the convenience of being so close to the Melbourne Convention & Exhibition Centre. It would be our pleasure to have you return on another occasion. Very best wishes, Novotel Melbourne South Wharf Team

Dear Lakhvinder, Thank you for sharing your point of view. We are delighted that your booking process, online check-in, and arrival went smoothly, and it is wonderful to know you found your accommodation comfortable, the cleanliness to your satisfaction, and our team welcoming throughout your stay. However, we are truly sorry to hear that some aspects of your experience did not meet your expectations. We regret that you left feeling disappointed with the overall hospitality and that your confidence in recommending us or the loyalty programme was affected. Our team strives to deliver warm, attentive service at every touchpoint, and we take your observations seriously as we continue refining the guest journey. Nonetheless, we are pleased that you rated our sustainability efforts highly and that your departure was seamless. Your feedback gives us valuable perspective, and we remain committed to offering the genuine care that every guest deserves. We hope to welcome you back for an improved stay in the future. Kind regards, Novotel Melbourne South Wharf Team

Dear Dayna, We are thrilled that you found the view from our hotel so beautiful. It means a lot that our team left such a warm impression on you, and we are glad the motel felt lovely throughout your family stay. We take great pride in creating a welcoming atmosphere, and knowing you had an amazing time with us is the best feedback we could ask for. Our location in South Wharf gives every guest easy access to the DFO shopping centre right across the street, and we hope you managed to explore it during your visit. The entire team looks forward to seeing you again in the future. Kind regards, Novotel Melbourne South Wharf Team