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

Dear Mr. H., Thank you for taking the time to share such detailed and constructive feedback following your stay at Novotel Tbilisi Center. We are delighted to hear that you appreciated our convenient location, modern facilities, breakfast variety, and the pleasant atmosphere of our restaurant terrace. We are especially grateful for your kind words about Eto and our Reception team. We will certainly share your recognition with Eto, as such feedback is a great motivation for our colleagues. At the same time, we appreciate your honest comments regarding the availability of luggage assistance, in-room amenities, furniture, and overall value for money. Your observations are valuable, and we will review these points carefully to identify opportunities to further enhance our guest experience. We are pleased that, despite the areas you highlighted for improvement, you had an overall good experience and would recommend our hotel. We hope to have the pleasure of welcoming you back and providing you with an even more comfortable and complete stay. Warm regards, Miragha Seyidov General Manager Novotel Tbilisi Center

Dear Mr A., Thank you for taking the time to share your detailed feedback and for recommending Novotel Tbilisi Center. We are delighted to hear that you enjoyed our convenient location, spacious and clean rooms, beautiful outdoor areas, and breakfast facilities. At the same time, we sincerely apologise that some interactions with our team did not meet your expectations. Your comments regarding the importance of natural hospitality, a more accommodating approach, and stronger service orientation are highly valuable to us. We take this feedback seriously and will use it to further strengthen our team's training and guest-service standards. We truly appreciate your overall positive assessment and your strong recommendation of our hotel. We hope to have the pleasure of welcoming you back and providing you with an even better experience next time. Warm regards, Miragha Seyidov General Manager Novotel Tbilisi Center

Dear Ivan, Thank you for taking the time to share such a detailed review on all possible platforms. We genuinely appreciate both your positive comments and your constructive feedback. We are pleased to know that you enjoyed our new facilities, the cleanliness of the hotel, the views, the rooftop pool, and our convenient location in the historic district of Tbilisi. At the same time, we were surprised to read several of your comments, as we thoroughly reviewed your stay after receiving your feedback. Regarding your arrival, we carefully checked our CCTV recordings and internal records and could not identify any issues during your check-in process. According to our review, your arrival was smooth and completed within our standard timeframe. As for the identification request, this is not a hotel-specific procedure but a legal requirement in Georgia. Every hotel is obligated to verify and register guest identification in full compliance with national regulations, and we appreciate our guests' understanding of this mandatory process. Regarding your room, all room categories, layouts, furniture, and amenities are accurately described on all booking platforms and our official channels. We understand that personal preferences may differ; however, the room you occupied fully corresponds to the published description. We also inspected the air-conditioning unit in your room immediately after receiving your review and found no technical malfunction or water leakage. During periods of very high outdoor temperatures, slight condensation may occasionally occur due to significant temperature differences between the room and the outside environment, but no equipment defect was identified. Concerning the bathroom hooks and towel hangers, these are installed according to Novotel brand standards. As our hotel is designed primarily as a business hotel rather than a resort property, the room configuration follows the international brand requirements. Nevertheless, should guests need to dry swimwear or additional clothing, our housekeeping and laundry team is always happy to assist free of charge. Regarding room service, our operating hours are from 6:00 AM until 00:00 AM, and this information is clearly communicated through our guest information materials and booking channels. Requests outside these operating hours unfortunately cannot be accommodated as room service is unavailable after 00:00 AM. With respect to breakfast, our buffet follows the standard self-service concept used in many international hotels. Freshly brewed coffee from our coffee machines is included for all breakfast guests. Specialty barista-prepared beverages, such as cappuccino or other espresso-based drinks, are available for an additional charge, in line with our operating standards. Regarding the rooftop pool, guest safety remains our highest priority. Due to the frequently windy conditions in Tbilisi, fixed sunshades cannot be installed safely. We also checked our changing rooms and confirmed that sufficient hooks are available for guests' belongings. Hair dryers are intentionally placed in guest rooms rather than the pool changing facilities. For hygiene reasons, drying of personal swimwear remains the responsibility of each guest. We were also surprised by your comments regarding our location. Our hotel's position is clearly indicated on every booking platform before reservation. Novotel Tbilisi Center is located in Avlabari, one of the oldest and most historic districts of Tbilisi, surrounded by authentic local markets, traditional neighbourhoods, and within walking distance of the city's major attractions. Many of our guests specifically choose this location for its unique atmosphere and cultural heritage. Finally, what concerned us most is that throughout your stay we did not receive any formal complaint or request that was escalated to our management team. Had we been informed of your concerns during your visit, we would have gladly done everything possible to address them immediately and ensure a more enjoyable experience. While we respect that every guest's expectations are different, we remain committed to continuously improving our services and providing the best possible hospitality experience. We appreciate your feedback and thank you once again for choosing Novotel Tbilisi Center. Kind regards, Miragha J. Seyidov General Manager Novotel Tbilisi Center

Dear Natalia, Thank you for taking the time to share such a detailed review of your recent stay at Novotel Tbilisi Center. We truly appreciate your valuable feedback and are delighted to know that you and your family had a comfortable experience with us. We are pleased that you enjoyed our convenient location, the cleanliness and comfort of your room, the well-equipped pool area with its stunning city views, and the overall atmosphere of our lounge area. We are especially grateful for your kind words about our Reception team, and we will be happy to share your compliments with them as recognition of their efforts. We also appreciate your constructive comments, as they help us continuously improve our services. Regarding the pool water quality, please accept our apologies that it did not fully meet your expectations during your stay. Your feedback has been shared with the responsible team, and we will reinforce our monitoring procedures to ensure the highest standards are maintained. Thank you as well for your suggestion regarding the breakfast offering. We are always looking for ways to combine international Novotel standards with authentic local experiences, and your comment about including traditional Georgian bread has been shared with our Food & Beverage team for consideration. We also appreciate your feedback regarding children’s facilities. We are glad that the lounge corner with the TV and drawing materials was useful for your family. We continuously evaluate opportunities to further enhance our family-friendly services, and your input will support our future improvements. It was a pleasure having you as our guest, and we hope to welcome you and your family back to Novotel Tbilisi Center in the near future. We look forward to providing you with an even more memorable experience during your next visit. Warm regards, Miragha J.S. Property Manager Novotel Tbilisi Center

Dear Dmytro, Thank you for taking the time to share your feedback following your stay at Novotel Tbilisi Center. We are truly sorry to learn that your experience did not meet your expectations. Please accept our sincere apologies for the disappointment you encountered. We were particularly concerned to read your comments regarding the condition of the bed linen. Unfortunately, we did not receive any report about this issue during your stay. Had we been informed, our team would have immediately replaced the linen and ensured that your room met the cleanliness standards our guests deserve. Regarding the breakfast charge, we would greatly appreciate it if you could share more details with us, such as a screenshot of the rate displayed in your ALL application or any other relevant information. We will gladly investigate the matter and raise it with the Accor team to clarify the discrepancy and help prevent similar situations in the future. Your feedback is valuable to us, as it helps us identify areas for improvement and enhance the experience we provide to all our guests. We hope you will give us another opportunity to welcome you back and provide you with the high standard of hospitality that Novotel is known for. Regards, Miragha J.S. General Manager