Dear Mr. A., Thank you for sharing your feedback and for choosing Novotel Tbilisi Center. We are pleased to know that you enjoyed the spacious and comfortable room, as well as the cordial service provided by our team. Your satisfaction is important to us, and we appreciate your loyalty as an ALL Accor member. We look forward to welcoming you back for another pleasant stay in Tbilisi. Kind regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. J., Thank you for taking the time to share your detailed feedback following your stay at Novotel Tbilisi Center. We are pleased to know that you found our hotel well located, safe, clean and comfortable, and that you were satisfied with the service provided by our team, as well as the check-in and check-out experience. We also truly appreciate your continued loyalty as a Gold member of ALL – Accor. At the same time, I am sorry to learn that our breakfast selection did not meet your expectations. Your rating of 30/100 and, in particular, your decision not to have breakfast after seeing the buffet, are concerns we take seriously. We are continuously reviewing our breakfast offering, including variety, presentation and the needs of our international guests, and your feedback will be shared with our Food & Beverage team as part of this improvement process. We appreciate your overall recommendation and hope that on your next visit we will have the opportunity to provide you with a significantly improved breakfast experience and a stay worthy of a higher rating. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. P., Thank you very much for your outstanding feedback and for rating your experience at Novotel Tbilisi Center 100/100. We are delighted to know that you found our hotel comfortable, well connected, and easily accessible, and that our team made such a positive impression during your stay. Your comment that we are a “great place to be” is particularly appreciated by all of us. It is also wonderful to see that you rated all aspects of your stay at 100/100, including accommodation, cleanliness, breakfast, service, Wi-Fi, value for money, and our sustainability efforts. Thank you for choosing Novotel Tbilisi Center for your business trip and for being part of the ALL – Accor Live Limitless community. We look forward to welcoming you back to Tbilisi in the future. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Ms. T., Thank you very much for your wonderful and detailed feedback. We are delighted to hear that you enjoyed the comfort of your room, especially the bed, as well as our convenient location, breakfast, and overall cleanliness. We are particularly pleased that our Front Office teams made you feel welcomed and were consistently helpful throughout your stay. It is also lovely to hear that you enjoyed the fragrance of our bath amenities so much. We will certainly share your kind words with the team. Thank you as well for mentioning the minor issue with the sink drain. We appreciate you bringing this to our attention and will ensure that our Engineering team follows up accordingly. Your 10/10 recommendation means a great deal to us. We look forward to welcoming you and your family back to Novotel Tbilisi Center. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. D., Thank you for taking the time to share your detailed feedback following your stay at Novotel Tbilisi Center. We are pleased to know that you appreciated our location, convenient access to the metro and city center, as well as our check-in experience and accommodation. We are also grateful for your positive comments about our team. At the same time, we appreciate your honest feedback regarding breakfast. We understand that the selection did not fully meet your expectations, particularly in terms of variety and international choice. We also recognize the inconvenience caused by having only one coffee machine during busy breakfast periods. These are important points for us, and we are continuously working to improve both the breakfast offering and the overall breakfast experience. Thank you again for your constructive feedback and for choosing Novotel Tbilisi Center. We hope to have the opportunity to welcome you again and provide you with an improved experience. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. B., Thank you for choosing Novotel Tbilisi Center for your business stay and for taking the time to share your feedback. We are pleased to know that you had a comfortable stay and that you appreciated our service, Wi-Fi, value for money, and smooth departure experience. It is particularly rewarding to see your 9/10 recommendation as an ALL – Accor Live Limitless Silver member. We also appreciate your feedback regarding our breakfast selection. Your comments are valuable to us as we continuously work to improve the quality and variety of our breakfast experience for both our business and leisure guests. We look forward to welcoming you back to Novotel Tbilisi Center on your next visit to Georgia. Kind regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. K., Thank you for taking the time to provide such detailed and direct feedback. I am personally very sorry to read about your experience at Novotel Tbilisi Center. The number and seriousness of the issues you described are deeply concerning. What you experienced, particularly the cleanliness issue in the bathroom, the confusion regarding the room upgrade, the incorrect restaurant charge, the condition of the outdoor table, the delay in providing water in the gym, and the housekeeping entry despite your late check-out request, are not the standards of service we expect to deliver. I would also like to acknowledge your comment that this is a management issue. As General Manager, I take responsibility for the standards and controls within the hotel, and I do not want to dismiss your experience as a series of isolated mistakes. We will start a full internal investigation into each of the points you have raised. This will include reviewing the relevant room-cleaning records, your upgrade and check-in information, the restaurant transaction, the communication regarding your late check-out, the gym opening checks, and the service provided in our public areas. We will also review where our internal controls and communication failed and what corrective actions are required. I am particularly concerned that, as an ALL – Accor Gold member and an experienced frequent traveler, you left our hotel feeling that the experience did not reflect the standards you have encountered elsewhere within Accor. The bottle of wine offered to you was clearly not an adequate response to the seriousness of the situation, and I regret that we did not handle your concerns with the level of ownership and care you deserved. Your feedback will be treated seriously and not simply as a guest complaint. It is an opportunity for us to identify weaknesses in our operation and correct them. I sincerely apologize for your experience and for the disappointment caused during your stay. Thank you for bringing these matters directly to our attention. Kind regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. A., Thank you very much for your excellent review and for choosing Novotel Tbilisi Center. We are delighted to hear that you enjoyed our convenient location, with the city center, bakeries and other amenities within easy walking distance. It is also great to know that you found your room modern, clean and comfortable, and that our team was friendly and helpful. I particularly appreciate your feedback regarding the check-in experience. While we are pleased that your online check-in was fast and convenient, I am sorry that the interaction with our Front Office colleague did not fully meet your expectations. Your comment regarding additional training is well noted, and we will address this with the Front Office team to ensure a more consistent and confident welcome for every guest. Thank you for your 9/10 recommendation and for choosing to stay with us as an ALL – Accor Live Limitless Silver member. Most importantly, we are very pleased to hear that you plan to stay with us again. We look forward to welcoming you back to Novotel Tbilisi Center on your next visit and providing you with an even better experience. Kind regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. S., Thank you for taking the time to share your feedback following your stay at Novotel Tbilisi Center. We are pleased to know that you had an overall good stay and, in particular, that you found our team polite, supportive and consistently helpful. Your 10/10 rating for our colleagues is greatly appreciated and will certainly be shared with the team. At the same time, we sincerely appreciate your comments regarding the Wi-Fi speed and breakfast variety. We understand how important a reliable and fast internet connection is, particularly for our business guests. Your feedback regarding connection speed has been noted, and we will review this with our technical team. We also acknowledge your comments about the breakfast being repetitive and lacking variety. While we are pleased that you enjoyed the overall quality, we recognize that a wider rotation of choices is important, especially for guests staying several nights. Our Food & Beverage team is reviewing the breakfast offering with this in mind. Thank you as well for recognizing our efforts toward sustainability and for recommending Novotel. Your feedback gives us a clear indication of where we are performing well and where we need to improve. We look forward to welcoming you back to Tbilisi and providing you with an even better experience on your next visit. Kind regards, Miragha J.S. General Manager Novotel Tbilisi Center

Dear Mr. Jaiin, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet your expectations. However, as several points in your review require clarification, we would like to provide the facts from our records. Regarding your reservation, the rate you selected was a non-changeable and non-refundable package, offered at a more advantageous price. The applicable terms and conditions were clearly communicated at the time of booking. As such, the reservation could not be cancelled or amended, except in qualifying force majeure circumstances. Based on the reservations in our system, four rooms were booked and charged. If you are certain that you intended to reserve only three rooms, we strongly recommend contacting Accor Customer Support directly, as they can review the booking history and screenshots with you. For future reservations, we kindly recommend reviewing the room quantity and rate conditions carefully before confirming the booking. Regarding the General Manager, it is correct that I have regular days off, as is standard in hotels worldwide. During my absence, a Manager on Duty is always available to assist guests. We understand your concern, but according to our records, you declined the opportunity to speak with the Manager on Duty. Furthermore, I personally attempted to meet with you on Monday, but your son informed me that a meeting was not necessary and that everything was fine. With regard to the comb and razor, we could not find any recorded request for these items during your stay. We also note that, during your stay, you raised a separate concern regarding missing money and alleged that a member of our housekeeping team may have entered your room. We immediately investigated the matter, reviewed the relevant CCTV footage, and established that no hotel employee had entered your room during the period in question; only members of your party were recorded entering. You subsequently confirmed at the hotel that everything was fine and that there were no further concerns. Regarding room cleaning, our records confirm that your rooms were cleaned daily. Should you wish to review this matter further, we are prepared to provide the relevant video records directly through the appropriate channel. Our kitchen operates until 10:00 PM, and kitchen service is therefore available until 10:00 PM. We regret if you expected service beyond these operating hours, but these are the hotel's established service hours. Finally, regarding the fire alarm test, guest safety is one of our highest priorities. We conduct fire alarm and safety system tests twice a year, and guests are informed one day in advance. Printed information regarding the scheduled test was also placed in all of your rooms. This was a planned safety procedure and not an unexpected emergency. We truly understand your disappointment, particularly regarding the reservation conditions. Nevertheless, we believe it is important to distinguish between expectations and the actual information and procedures applicable during your stay. We respectfully recommend reviewing the terms and conditions of the selected rate before confirming future reservations. At the same time, we appreciate your feedback and will continue to use it to identify opportunities to improve our guest experience. Kind regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Mr. K., Thank you for taking the time to share such detailed feedback following your stay with us. As a valued ALL Accor Gold member and a guest with experience across many Accor properties, we are particularly sorry that we did not meet the standards you have come to expect from the group. Please accept our sincere apologies for the delays and inconveniences you experienced, particularly with the laundry collection, linen replacement, and delivery of the requested dental and vanity kits. Having to follow up repeatedly for services should not be the experience we aim to provide, and we are addressing these points with the relevant departments. We are also very sorry about the cleanliness issue you encountered upon arrival. Finding a spider and hair on the bed is certainly not acceptable, and the delay of more than an hour in changing the linen further added to your frustration. We will reinforce our room inspection and response procedures with the housekeeping team. Your comments regarding breakfast are equally important to us. We acknowledge that the vegetarian selection did not meet your expectations, and our Food & Beverage team will review the variety and availability of vegetarian options. We have also noted your feedback regarding the Wi-Fi, particularly the frequent disconnections and connection speed. This is an area where we clearly need to improve, and your comments will be shared with our technical team for further investigation. We truly appreciate your honest feedback. While we are disappointed that your stay did not provide the experience you expected, your detailed comments give us valuable opportunities to improve. We hope to have the opportunity to welcome you back and demonstrate the improvements we are making. Warm regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Ms. J., Thank you very much for taking the time to share your feedback following your family stay at Novotel Tbilisi Center. We are delighted to know that you enjoyed our convenient location, comfortable accommodation, and especially the friendliness and helpfulness of our team. It is wonderful to see that your arrival, departure, Wi-Fi, cleanliness, and accommodation all met your expectations, and that you would recommend us to your friends and family. We also sincerely appreciate your feedback regarding your ALL Accor member recognition and the welcome drink. We are sorry that this was not offered to you during your stay. As a valued Silver member, you should feel recognized and welcomed, and we will review this with our team to ensure a more consistent experience for our loyalty members. Thank you once again for choosing Novotel Tbilisi Center for your family trip. We hope to have the pleasure of welcoming you and your family back to Tbilisi in the future. Warm regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Ms S., Thank you once again for your wonderful feedback and for giving Novotel Tbilisi Center a 10/10 recommendation. We are delighted to hear that you and your family enjoyed your vacation with us, particularly swimming in our pool with its beautiful views over Tbilisi and having breakfast on our terrace. It is also wonderful to know that you were satisfied with the cleanliness of your room, our team, check-in and check-out, and your overall experience. We truly appreciate your kind recognition as an ALL – Accor Live Limitless Silver member. Your feedback regarding the breakfast selection and value for money is also very valuable to us, and we will continue working to improve these areas. Thank you for choosing Novotel Tbilisi Center for your family vacation. We hope to have the pleasure of welcoming you back to Tbilisi very soon! Warm regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Trine, Thank you for your wonderful review and for choosing Novotel Tbilisi Center for your family stay. I am delighted that you and your father had a perfect experience and enjoyed our modern hotel, location, breakfast, pool, and the care of our team. It is also especially meaningful to know that our ALL member recognition and sustainability initiatives were appreciated. Your recommendation means a great deal to us. We look forward to welcoming you both back soon. Warm regards, MIragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Ms. T., Thank you for taking the time to share your feedback following your recent stay at Novotel Tbilisi Center. We are truly sorry that your experience did not meet your expectations, particularly regarding the air conditioning, breakfast, and the level of service you received. Please accept our sincere apologies for the disappointment caused. During your stay, our team made several attempts to improve your comfort by offering to move you to another room, as we wanted to ensure you had the best possible experience. We fully respected your decision to remain in your original room, although we were sorry that our proposed solution was declined. Your comments regarding our service and breakfast have been shared with the relevant department heads, as we continuously strive to improve the experience we provide to our guests. We genuinely value your feedback and hope you will give us another opportunity to restore your confidence in our hotel. We would be delighted to welcome you back and provide you with the high standard of hospitality that we aim to deliver to every guest. Kind regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Mr. A., Thank you very much for your thoughtful review and for awarding us such a high score. It was a pleasure to welcome you and your family to Novotel Tbilisi Center. We are truly honored by your kind words about our hospitality, cleanliness, attention to detail, and the dedication of our team. Providing memorable experiences for our guests is our greatest motivation, and knowing that we succeeded during your stay means a great deal to us. I would also like to thank you for recognizing our Reception and Housekeeping teams. Your appreciation will be shared with them, as it will certainly encourage everyone to continue delivering exceptional service. We are especially grateful for your loyalty as an ALL Gold member and for your willingness to recommend both our hotel and the ALL loyalty program. We also appreciate your feedback regarding breakfast and will continue working to make every aspect of the guest experience even better. We sincerely look forward to welcoming you and your family back to Novotel Tbilisi Center on your next visit to Tbilisi. Warm regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center