Cher M. B., Je vous remercie d'avoir pris le temps de partager votre retour d'expérience. Je suis sincèrement désolé que votre séjour n'ait pas été à la hauteur de vos attentes, en particulier concernant la qualité du service. Il est inacceptable qu'une commande de room service ait été oubliée, que vous ayez dû rappeler après une longue attente et que vous n'ayez reçu ni excuses appropriées ni solution immédiate. Je regrette également le délai rencontré lors de votre départ pour l'impression de votre facture. Ce niveau de service ne reflète ni nos standards ni l'expérience que nous souhaitons offrir à nos clients, et encore moins à un membre Silver du programme ALL. Vos commentaires ont été partagés avec les responsables concernés afin qu'une analyse approfondie soit menée et que des mesures correctives soient mises en place, notamment en matière de suivi des commandes, de communication avec les clients et d'efficacité lors du check-out. J'espère sincèrement que vous nous accorderez une nouvelle opportunité de vous accueillir afin de vous offrir l'expérience de qualité que vous étiez en droit d'attendre. Veuillez accepter, Monsieur, mes sincères excuses. Cordialement, Miragha J. Seyidov Directeur Général Novotel Tbilisi Center

Dear Mr. L., Thank you for taking the time to complete our guest satisfaction survey and for sharing your feedback following your stay at Novotel Tbilisi Center. We are delighted to learn that you had a comfortable stay and appreciated the warm welcome upon arrival, the cleanliness of the hotel, and the overall quality of your accommodation. A special thank you for recognizing Keto. We are proud to have team members like her, and we will be delighted to share your kind comments with her. It is always rewarding to know when our colleagues contribute positively to our guests' experiences. We also appreciate your constructive feedback regarding the breakfast service and the temperature in the fitness room. Please be assured that your comments have been shared with the relevant departments as we continue to improve both our facilities and service standards. As a valued ALL Silver member, your feedback is particularly important to us, and we thank you for your loyalty and trust in Accor. We sincerely appreciate your recommendation and look forward to welcoming you back to Novotel Tbilisi Center on your next visit to Tbilisi. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Center

Thank you so much for taking the time to share your lovely feedback following your recent stay with us. We are absolutely delighted to hear that you found our hotel welcoming and enjoyed our prime location in the old town, close to the grand cathedral. It is wonderful to know that you appreciated your bright, beautiful room, the city views from our top-floor restaurant, and our very good breakfast selection. As a valued Accor Live Limitless member, we are especially thrilled that you enjoyed the loyalty benefits during your stay. Providing a rewarding and memorable experience for our members is very important to us. We truly appreciate your kind words, and we look forward to the pleasure of welcoming you back to our hotel in the near future for another fantastic stay. Kind Regards, Novotel Tbilisi Center

Dear Mr. R., Thank you for taking the time to share such detailed feedback regarding your recent stay at Novotel Tbilisi Centre. While I am pleased to learn that you appreciated our convenient location, modern and spacious room, cleanliness standards, bathroom facilities, and breakfast offering, I am sincerely sorry that several aspects of your experience did not meet your expectations. Please accept our apologies regarding the service you received from some members of our team. The level of attentiveness, professionalism, and guest focus you described is not aligned with our standards. Your comments regarding the reception experience, recognition of your ALL Gold status, restaurant service, and bar experience have been taken very seriously and will be reviewed with the relevant department heads. Additional coaching and training measures will be implemented where necessary to ensure that our guests receive the level of hospitality they rightfully expect. I would also like to address your comments regarding the swimming pool. Officially, our outdoor pool season started on 15 May 2026, and the facility is considered operational. However, due to Tbilisi's sometimes challenging weather conditions and in the interest of guest safety, the pool may occasionally need to be closed for one or two days at short notice. As these temporary closures are weather-dependent and can change rapidly, it is unfortunately not technically possible to update this information in real time across all booking and distribution channels. As an ALL Gold member, your feedback is particularly important to us. I regret that you did not feel sufficiently recognised during your stay and that we were unable to create the experience you expected as a loyal Accor guest. Thank you once again for bringing these matters to our attention. We appreciate your candid feedback as it helps us identify areas for improvement. We hope to have the opportunity to welcome you again in the future and provide a significantly better experience. Warm regards, Miragha J.S. General Manager Novotel Tbilisi Centre

Thank you for your wonderful review! We are so pleased to hear that you enjoyed our location and the pleasant atmosphere of the hotel. It is especially rewarding to know that the friendliness and dedication of our receptionists and management stood out to you. Our team takes great pride in being available to resolve any issues and ensuring our guests have a seamless experience, so your kind words mean a lot to us. We look forward to the pleasure of welcoming you back on your next visit to Tbilisi! Kind Regards, Novotel Tbilisi Center