Dear Eugene D., Thank you for your feedback regarding your recent stay with us. We are pleased to hear that you appreciate our location and have enjoyed our service on previous occasions. However, we regret the inconvenience you experienced with the shuttle bus service. We understand how important timely transportation is and will take your comments into account to improve our communication. Thank you for bringing this to our attention. Best regards, Yahya Virk Assistant Manager - Night Novotel & Ibis Styles Melbourne Airport

Dear Diane, Thank you for your kind words regarding your recent stay. We are pleased to hear that you enjoyed our convenient location, comfortable accommodations, and the ease of our services. Your recommendation is greatly appreciated, and we look forward to welcoming you back in the future. Best regards, Yahya Virk Assistant Manager - Night Novotel & Ibis Styles Melbourne Airport

Dear James, Thank you for your positive feedback. We are delighted to hear that you had an excellent experience at our hotel. Your satisfaction is our priority, and we look forward to welcoming you back in the future. Best regards, Mai Le Assistant Manager

Dear Kelly, Thank you for your kind words regarding your recent stay. We are delighted to hear that the adjoining rooms and bath contributed to your family's comfort. It is also great to know that you enjoyed the convenience of our location and the quality of our restaurant. Best regards, Mai Le Assistant Manager

Dear James M., Thank you for your positive feedback regarding your recent stay at Novotel Melbourne Airport. We are delighted to hear that you appreciated our convenient location, as well as our well-maintained rooms and extensive facilities. It is our goal to provide a comfortable and enjoyable experience for all our guests, and your kind words affirm our efforts. We look forward to welcoming you back in the future. Warm regards, BiVi JU Assistant Manager

Dear Marilyn, Thank you for taking the time to share your feedback with us. We are sorry to hear that the noise from the traffic and aircraft affected the comfort of your stay. We understand how important a quiet environment is, particularly when staying with us for a relaxing break. While our location near Melbourne Airport means some aircraft and traffic noise can occasionally be heard, we appreciate your feedback regarding the soundproofing of our windows and will share this with our management team for consideration. We also note your feedback regarding better training and sincerely apologise if our service during check-in did not meet your expectations. Your comments are valuable and will be shared with our team as part of our ongoing training and improvement. We are pleased to see that you enjoyed the cleanliness, breakfast selection and Wi-Fi, and we hope to have the opportunity to provide you with a more comfortable and enjoyable stay in the future. Warm regards, BIVi Ju Assistant Manager

Dear Chantelle, Thank you for taking the time to share your feedback with us. While we are pleased to hear that you enjoyed your stay, found your rooms clean and comfortable, and received friendly service from our team, we sincerely apologise for the disappointment and frustration caused by the airport shuttle arrangements. We completely understand how upsetting it must have been to be advised that the 3:00am shuttle could not accommodate your party, only to then see the shuttle outside the hotel when you were leaving for the airport. We appreciate how this situation could have left you feeling let down, and we are very sorry that your experience did not meet the standard we aim to provide. Please be assured that we are currently investigating what occurred with the shuttle service and the communication provided to you that evening. We take your comments seriously and will use the outcome of our investigation to ensure we can improve our service and communication going forward. As a gesture of our sincere apology, we would be delighted to offer you a complimentary room upgrade and breakfast should you choose to stay with us again in the future. If you are planning another visit, please simply reply to this email and we will be happy to arrange this for you. Thank you again for your feedback and for recognising our team, accommodation and cleanliness. We truly hope to have the opportunity to welcome you and your family back and provide the experience you should have received on this occasion. Kind regards, Bi Vi Ju Assistant Manager

Dear Rebecca, Thank you for taking the time to share your feedback with us. We sincerely apologise for the disappointment caused by the room arrangements during your stay, particularly when travelling with three children. We completely understand that having two separate rooms can make things more difficult for a family. After reviewing your booking, we can see that you selected our Family Package, which provides a 50% discount on the second room. This offer is based on the average nightly price under our Flexible Rate and is subject to availability. The discount is reflected as a 25% discount on each room on the invoice. Your booking was for two Deluxe Rooms with two double beds, which are the largest room configuration available at our hotel. However, unfortunately, this room type does not have an interconnecting option when booked as two rooms. For this reason, our team arranged two rooms next to each other to keep your family as close together as possible. Our interconnecting room configuration is available only when booking one Deluxe Room with two double beds and one Deluxe King Room. We sincerely apologise if this room configuration was not made clear to you at the time of booking, and we understand how this could have caused confusion and disappointment upon arrival. We truly appreciate your feedback, as it highlights an opportunity for us to improve how we communicate our room configurations and connecting room options to families when making reservations. Thank you again for your feedback, and we hope to have the opportunity to welcome you and your family again in the future and provide a more seamless experience. Kind regards, Bi Vi Ju Assistant Manager

Dear Lara H., Thank you for your kind feedback regarding your recent stay. We are delighted to hear that you found our accommodations cozy and enjoyed the blackout blinds, shower facilities, and comfortable bed. Your positive remarks are greatly appreciated, as they inspire our team to maintain high standards of service and comfort for all our guests. Best regards, Matthew C, Assistant Front Office Manager

Dear Lyndal B., Thank you for taking the time to share your positive experience with us. We are delighted to hear that you found our location convenient and our staff helpful during your overnight stay. It is also wonderful to know that you enjoyed your meal. We strive to provide our guests with a comfortable and enjoyable experience, and your feedback is greatly appreciated. Sincerely, Matthew C, Assistant Front Office Manager

Dear David, Thank you for taking the time to share your feedback with us. We’re pleased to hear that you enjoyed our Italian restaurant, and we’re sorry that other aspects of your stay did not meet your expectations. Please accept our sincere apologies for the shuttle bus delay and the aircraft noise from your room. Your feedback is valuable to us and will be shared with our team for future improvement. We hope to have the pleasure of welcoming you back and providing you with a more comfortable and enjoyable stay. Warm regards, Mai Le Assistant Manager

Dear Paul W. L., Thank you for your positive feedback regarding your recent stay at Novotel Melbourne Airport. We are delighted to hear that you found our staff to be attentive and helpful. It is our goal to provide excellent service and ensure a comfortable experience for all our guests. We hope to welcome you back in the future for another enjoyable visit. Matthew C, Assistant Front Office Manager

Dear Lorraine, Thank you for taking the time to share your feedback. We’re pleased to hear you were satisfied with your stay overall and that Putri provided such wonderful service. We sincerely apologise for the incorrect minibar charge and, more importantly, for the delay in responding to your query. Your comments have been shared with our team to ensure we follow up more promptly and carefully with such matters. We truly appreciate your feedback and hope to have the opportunity to restore your confidence in us on a future stay. Warm regards, Mai Le Assistant Manager

Dear Elly M., Thank you for your wonderful feedback. We are delighted to hear that your experience at Novotel Melbourne Airport exceeded your expectations. It is gratifying to know that our staff, accommodations, dining, and recreational facilities contributed to your enjoyment. Your commendation serves as a great motivation for our team to continue delivering exceptional service. Warm regards, BiVi JU Assistant Manager

Dear Barbara, Thank you for your wonderful feedback and for choosing to stay with us before your overseas flight. We are delighted to hear that you enjoyed our convenient location, regular airport shuttle service, modern rooms, and our two on-site restaurants. It is also pleasing to know that you had a positive experience across your stay, from check-in through to departure. We greatly appreciate your 9/10 recommendation and your kind feedback. We hope to have the pleasure of welcoming you and your partner back on your next journey through the area. Kind regards, BiVi JU Assistant Manager

Dear Kelly, Thank you for your wonderful 100% review and for your kind comments. We are delighted to hear that you enjoyed your stay and found our team friendly, your room clean and comfortable, and our location convenient. It is especially pleasing to know that every aspect of your experience, from booking and check-in through to departure and Wi-Fi, met your expectations. We also greatly appreciate your continued support as an ALL Accor Classic member and your perfect 10/10 recommendation of our loyalty programme. Thank you once again for choosing to stay with us. We look forward to welcoming you and your partner back for another enjoyable stay. Kind regards, BiVi Ju Assistant Manager

Dear Johann, Thank you for your wonderful feedback and for taking the time to share your experience with us. We are delighted to hear that you enjoyed your stay and found our property clean, comfortable, and well appointed. It is particularly pleasing to know that our hotel provided the perfect setting for a restful stay before your early morning flight. We are especially grateful for your kind words about our team member, Putri. We will certainly pass on your compliments regarding her efficiency, professionalism, and excellent knowledge of the property. We are sure she will be delighted to know that she helped make your stay such a positive one. Thank you once again for your generous recommendation. We look forward to welcoming you and your partner back on a future visit. Kind regards, BiVi JU Assistant Manager

Dear Rachel, Thank you for taking the time to share your experience with us. I’m sorry to hear that your arrival and late-night check-in were more difficult than they should have been, especially after a long journey. However, it’s lovely to hear that your meal arrived promptly and that you found the room comfortable. We truly appreciate your feedback and hope we can welcome you back for a much more enjoyable stay. Warm regards, Mai Le Assistant Manager Novotel Melbourne Airport

Dear Paul, Thank you for your feedback regarding your recent stay. We are pleased to hear that you enjoyed our facilities, including the gym, pool, and buffet breakfast. We appreciate that you took the time to complete the online pre-check-in process, and we understand your frustration at still having to wait upon arrival. While pre-check-in helps streamline parts of the arrival experience, we regret that having only one receptionist available at that time resulted in a longer wait than expected. We are sorry that your check-in experience did not reflect the efficient and welcoming service we strive to provide. Your comments have been noted and will be reviewed with our Front Office team as we look for ways to better manage staffing levels during busy arrival periods. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back and provide a smoother arrival experience on your next stay. Best regards, Yahya Virk Assistant Manager - Night Novotel & Ibis Styles Melbourne Airport