Dear Sarah, Thank you for taking the time to share your feedback following your family stay at Novotel Rouen Centre Cathédrale. We are delighted to hear that you enjoyed the comfort and spaciousness of our rooms, the quiet surroundings and our central location. We are also pleased that you appreciated our breakfast selection and the warm welcome provided by our team. We are particularly happy that we could arrange your two triple rooms next to each other to make your family stay more enjoyable. However, we sincerely apologize for the shortcomings you experienced regarding housekeeping. The dust in your room upon arrival, the missed cleaning service, the towels not being replaced and the repeated knocking despite the Do Not Disturb sign being displayed are certainly not the standards we aim to provide. We understand how frustrating these situations must have been, especially when travelling with family. Your comments will be shared with our housekeeping team to ensure greater attention to these details. We also regret the delay in providing the requested towels and the fact that you did not feel sufficiently recognised as an ALL Classic member. Your loyalty is important to us, and we are sorry that this was not reflected in your experience. Finally, we take note of your comments regarding our environmental initiatives. We believe that these efforts should remain a positive choice for our guests, and we are sorry if you felt pressured during your stay. Thank you once again for your constructive feedback. We hope to have the opportunity to welcome you back and provide you with a smoother and more enjoyable experience. Kind regards, Elise - Cheffe de brigade

Hello, Thank you very much for your lovely review and great rating! We are delighted to hear that you enjoyed your stay at the Novotel Rouen Centre Cathédrale. It is wonderful to know that you appreciated the cleanliness of our hotel, the friendliness and helpfulness of our team, as well as our convenient location close to Rouen's shops and restaurants. We are also pleased that our secure parking made your visit more comfortable. Your kind words mean a lot to us, and we would be delighted to welcome you back for another enjoyable stay in Rouen! Warm regards, Pacco – Receptionist

Dear Guest, Thank you very much for taking the time to share such a detailed review and for awarding us an excellent score of 100/100. We are delighted to hear that you enjoyed the comfort and spaciousness of your room, the quality of the shower and bedding, as well as the high standard of housekeeping. Your kind words will be shared with our housekeeping team, who will be very pleased to know that their efforts made such a positive impression. We are also glad that you enjoyed our breakfast and, in particular, the warm welcome and excellent service at our Italian restaurant. Thank you for highlighting their hospitality! However, we are truly sorry that your arrival experience did not reflect the warm and welcoming atmosphere we strive to offer at Novotel Rouen Centre Cathédrale. We sincerely regret the lack of courtesy and personal attention you experienced during check-in. This is certainly not the standard of service we wish to provide, and we fully understand how disappointing it must have been, especially after your previous positive experiences with Accor hotels. Please be assured that your feedback has been taken seriously and will be shared with the relevant management team. Regarding the room temperature, we would like to explain that, as part of our seasonal and environmental approach, our air-conditioning system has now switched to heating mode for the winter period. If your room feels too warm, we recommend switching off the heating to improve your comfort. Thank you once again for your valuable feedback and for recognising the efforts of our restaurant and housekeeping teams. We hope to have another opportunity to welcome you to our hotel in Rouen and provide you with the consistently warm experience you deserve. Kind regards, Pacco – Receptionist

Hello, Thank you so much for your excellent rating and lovely review! We’re delighted to hear that you enjoyed your stay at Novotel Rouen Centre Cathédrale and appreciated our central location, right in the heart of Rouen, close to the theatre and the city’s main attractions. It’s wonderful to know that you found your room spacious, comfortable and thoughtfully designed. We’re also pleased that our indoor swimming pool provided the perfect opportunity to relax and unwind after your journey. Even though it’s compact, we’re happy it helped you recharge! Thank you again for sharing your experience. We hope to have the pleasure of welcoming you back to our hotel in Rouen on your next visit. Warm regards, Pacco – Receptionist

Thank you so much for your kind words. On behalf of the entire reception team, I would like to sincerely thank you for your appreciation and understanding during such a difficult time. We were very happy to welcome you and do our best to make your stay as comfortable as possible despite the circumstances. Your feedback means a great deal to us, and I truly hope to have the pleasure of welcoming you back to Novotel Rouen Centre Cathédrale on your next visit to Rouen. Warm regards, Pacco – Receptionist

Dear Ms. S., Thank you for taking the time to share your feedback following your stay with us. We are pleased to know that you enjoyed the comfort of your bed and appreciated the cleanliness of our hotel. However, we are sorry that finding our car park caused you so much stress, particularly after such a long journey. We would nevertheless like to clarify a few points regarding the directions provided. Instructions on how to access our car park were sent to you by email on three separate occasions before your check-in, and directions were also given to you over the phone. Upon your arrival, you came directly to reception before going to the car park, where I personally took the time to show you the route on your phone using both GPS and a map, so that you could locate the entrance as easily as possible. We fully understood that you were feeling particularly tired and stressed after your long drive, and we did our best to assist you in that situation. Once you had parked your car in our hotel car park, my colleague completed your check-in and took the time to reassure you. He also recommended several French restaurants in Rouen and kindly made a reservation for you at a restaurant near the hotel, as you were looking for a traditional baguette and our Italian restaurant serves focaccia in the evening. We are sorry that, despite the assistance provided, the experience left you feeling frustrated and that you were unable to enjoy the relaxing swim you had been looking forward to. We understand how important a smooth arrival is, especially after a long journey, and we take your comments regarding the clarity of our parking instructions and access system into consideration. We hope that the attention provided by our team helped ease some of the difficulties you experienced, and we would be pleased to welcome you again for a more relaxing stay in Rouen. Kind regards, Elise - Cheffe de brigade

Dear Ms. C., Thank you so much for this wonderful review! We are absolutely delighted that our beds stood out as the best of your entire road trip through France! Knowing that you and your family enjoyed such a comfortable stay is a real pleasure for our whole team. We are also very happy that you appreciated the cleanliness of your room, the warm welcome from our team and our sustainability efforts. We hope our hotel was a lovely stop along your journey and that you left Rouen with wonderful memories. We would be delighted to welcome you and your family back on a future visit to France! Kind regards, Elise - Cheffe de brigade

Dear Mr. C., Thank you very much for this wonderful review and for your perfect rating! We are absolutely delighted to read that you loved your stay with us and that our central location was one of the highlights of your visit. It is also a real pleasure to see that you gave us top marks across all aspects of your stay, from the welcome and comfort of your room to the cleanliness and our team. Your recommendation means a great deal to us, and we are also very pleased that our efforts towards more sustainable practices met your expectations. We sincerely hope to have the pleasure of welcoming you and your partner back to Rouen very soon for another equally enjoyable stay. Kind regards, Elise - Cheffe de brigade

Bonjour, Merci beaucoup pour votre retour et pour cette très belle note! Nous sommes ravis que vous ayez apprécié notre emplacement et que votre séjour se soit déroulé sans encombre. Nous espérons avoir le plaisir de vous accueillir à nouveau prochainement lors d’une prochaine visite à Rouen. Kaly - Réceptionniste

Dear Mrs. C., Thank you very much for taking the time to share your detailed feedback following your stay with us. We are pleased to know that you appreciated the cleanliness and quietness of your room, as well as the friendliness of our team. Regarding the mattress, we understand that comfort preferences can vary from one person to another, and we are sorry that you found it too firm for your liking. We have also noted your comments regarding breakfast, particularly the scrambled eggs, fresh fruit and tea selection, and will share your feedback with our restaurant team. We have also taken note of your comment regarding the English TV channels and will keep this in mind as we continue to improve our guests’ experience. We hope to have the pleasure of welcoming you back to Rouen and providing you with a more enjoyable stay. Kind regards, Elise - Cheffe de brigade

Thank you very much for your kind review! We’re delighted to hear that you enjoyed the warm welcome from our team, the comfort of your room, and the convenient location of the Novotel Rouen Centre Cathédrale. It’s wonderful to know that your stay in Rouen was a pleasant one. We hope to have the pleasure of welcoming you back to our hotel in Rouen on your next visit! Pacco – Receptionist

Dear Guest, Thank you very much for your wonderful 10/10 rating and for taking the time to share such a lovely review! We are delighted to hear that you had such a pleasant and comfortable stay at Novotel Rouen Centre Cathédrale. We are especially happy that you appreciated the attention to detail, our friendly team, the spacious and clean rooms, and our gym. A special thank you for mentioning Hajara, our housekeeper. We will be delighted to share your kind words with her. We will also make sure that our restaurant team member you described, with the long blonde hair, always smiling, friendly and ready to help, receives your lovely compliments. It means a great deal to our colleagues to know that their attentiveness contributed to making your stay in Rouen so enjoyable. We hope to have the pleasure of welcoming you back to our hotel in Rouen very soon! Warm regards, Pacco – Receptionist

Dear Mr. H. M. T., Thank you for taking the time to share your feedback following your stay with us. We are truly sorry for the disappointment and concern caused by the situation regarding your tablet and glasses. We fully understand how upsetting it can be to leave personal belongings behind, especially when you realised it shortly after leaving the hotel. As discussed by email yesterday, you contacted us on the Sunday of your departure, at around 8:00 a.m., to let us know that you had left your tablet and glasses in room 516. At that time, our Housekeeping team had not yet arrived, so unfortunately we were unable to immediately check the room. As you had a train to catch, you were unable to wait for our team to arrive and check the room. Once our Housekeeping team arrived and found your belongings, we made several attempts to contact you and left voicemail messages, but unfortunately we did not receive a call back from you. As mentioned in our email yesterday, we would of course be happy to send your belongings back to you. Please feel free to contact us so that we can arrange the return with you. We sincerely regret the misunderstanding surrounding this situation and hope that we can help you recover your belongings as quickly as possible. Kind regards, Elise - Cheffe de brigade

Thank you for sharing your feedback. We’re delighted to hear that you found the Novotel Rouen Centre Cathédrale modern, comfortable and convenient for your stay. We’re pleased that our hotel provided everything you needed for your visit to Rouen. We hope to welcome you back for another enjoyable stay in the future! Pacco – Receptionist

Thank you very much for taking the time to share your experience. We’re delighted that you enjoyed the convenient location of the Novotel Rouen Centre Cathédrale, allowing you to easily explore Rouen, go shopping and discover the city’s main sights. It’s wonderful to know that the parking and electric vehicle charging facilities also made your stay more convenient. We’re pleased that you found your room clean and comfortable, and that you appreciated the Rituals toiletries and our restaurant. We’re also glad our team could help with the milk for your morning tea – it’s these little touches that matter. Your kind words about our reception team will be warmly shared with them. We hope to welcome you back to our hotel in Rouen on your next visit. Pacco – Receptionist

Dear Guest, Thank you very much for your kind and generous review. We are delighted to hear that you enjoyed our beautiful building, our convenient location, and especially the service provided by our team. We are also pleased that we were able to accommodate your early check-in. After such a long journey, we understand how valuable it can be to have the opportunity to settle into your room and rest upon arrival. It was a real pleasure to welcome you to our hotel, and we hope to have the pleasure of welcoming you back to Rouen in the future. Kind regards, Dylan - Réceptionniste

Dear Mr. M., Thank you very much for taking the time to share your feedback following your stay at Novotel Rouen Centre Cathédrale. We are delighted to know that you enjoyed our beautiful historic building, the comfort of your room and, above all, the warm welcome from our team. Your kind words about Fiona, Dylan and myself are particularly appreciated and will be shared with them with great pleasure. It is always very rewarding for us to know that our guests feel genuinely welcomed and well looked after. We also appreciate your comment regarding the replacement of towels. We completely understand your point, and this is in fact in line with our approach to reducing unnecessary water and energy consumption. We want our guests to be able to decide when their towels need to be replaced, and we will continue working on making this approach as clear as possible during the stay. Thank you once again for your excellent rating and for recommending our hotel. We sincerely hope to have the pleasure of welcoming you back on a future visit to Rouen. Kind regards, Elise - Cheffe de brigade

Dear Ms. U., Thank you for taking the time to share your detailed feedback following your stay with us. We are sincerely sorry to learn that your experience did not meet your expectations. We understand your disappointment regarding the absence of a refrigerator in your room. Our Classic rooms are not equipped with a refrigerator, while minibars are available in our Executive rooms. This information is clearly indicated on all of our booking platforms and on our website. We are nevertheless sorry if this information was not noticed at the time of your reservation. If needed, our reception team can also store food, drinks or other items free of charge in a dedicated refrigerator at reception. We are also very sorry for the difficulties you encountered with our parking and, in particular, for the incorrect directions provided to you. We understand how frustrating this must have been, especially upon arrival. Your comments have been shared with our team so that we can be more precise in the information provided to our guests. Regarding the amount of more than €100, this corresponds to a pre-authorisation rather than a charge. It is a temporary bank hold used as a guarantee during the stay and is automatically released by the bank once the stay has ended. The time required for the amount to become available again depends on the bank and can vary from one institution to another. We sincerely hope that you will give us another opportunity to welcome you and provide you with a much more satisfactory experience. Kind regards, Elise - Cheffe de brigade

Dear Mrs. K., Thank you so much for your lovely feedback! We’re absolutely delighted to hear that you enjoyed your stay so much that you booked another stay with us just a week later. That really means a lot to us! It’s also wonderful to know that you had such a comfortable stay and that our team made you feel so welcome. We’ll be sure to pass your kind words on to the lady who checked you in and to the gentleman who helped you find the car park. We’re looking forward to welcoming you and your family back to Novotel Rouen Centre Cathédrale very soon! Kind regards, Elise - Cheffe de brigade