Dear W., Thank you for sharing your feedback. While we are pleased to hear that our Duty Manager was able to assist and provide a solution during your stay, I am truly sorry that the low water pressure in your room impacted your holiday experience. We understand how important a comfortable and reliable room experience is, especially when traveling, and we regret that we fell short on this occasion. I'm glad our team was able to arrange access to the adjacent room so that you could shower more comfortably, but we recognize that this was only a workaround and not the experience you should have received from the start. Your comments have been shared with our maintenance team for further investigation to help prevent similar issues in the future. Thank you for acknowledging the efforts of our Duty Manager. We appreciate your understanding and hope we will have the opportunity to provide you with a much smoother and more enjoyable stay in the future. Kind regards, Weenu Braun, Operations Manager.

Dear Veronica, Thank you for the great review of our hotel, We are glad that you enjoyed your stay and hope to see you again very soon. Kind Regards, Front Office Team.

Dear Karen, Thank you for taking the time to share your feedback following your recent stay. While I'm pleased to hear you enjoyed the renovation, I'm genuinely disappointed to read that so many aspects of your experience fell short of expectations. The welcome you described at reception is concerning. Regardless of membership status, every guest should feel valued and welcomed upon arrival. As a loyal Accor guest, it is particularly disappointing that you felt this was not the case, and I do apologize. I also understand your frustration regarding the bedding configuration request. From your feedback, it appears we did not clearly explain the options available or manage your expectations appropriately before arrival. Likewise, your birthday request should have been acknowledged, and I'm sorry this special occasion was overlooked. Your comments regarding the late checkout process and the information presented through our communications channels have also been noted. I can appreciate why the explanation provided at the hotel seemed inconsistent and left you frustrated. Most disappointing of all is your breakfast experience. Waiting 45 minutes for coffee, discovering an order had not been processed, finding buffet items depleted and not replenished, and receiving food that did not meet expectations is simply unacceptable. The fact that managerial involvement did not resolve these issues only compounds your disappointment, and for that I sincerely apologise. As a newly renovated hotel, we are proud of our product, but it is our service that ultimately defines the guest experience. Based on your feedback, it is clear we did not deliver the level of hospitality, attentiveness, or professionalism that you had every right to expect. Thank you again for bringing these matters to our attention. Your feedback has been shared with our leadership team for review and follow up. While I understand the frustration reflected in your review, I hope you will allow us the opportunity to learn from your experience and improve, I look forward to you staying with us again soon. Kind regards, Weenu Braun Operations Manager.

Dear Jim, Thank you for your wonderful review and for choosing to stay with us. We are delighted to hear that you felt genuinely welcomed from the moment you arrived. Creating a warm, comfortable, and inviting environment for our guests is something our team takes great pride in, so it is especially rewarding to know this was reflected throughout your stay. I am particularly pleased that our team's friendly, professional, and attentive service helped make your visit both relaxing and enjoyable. Your comments about the genuine hospitality you experienced mean a great deal to us, as we strive to ensure every guest feels valued and well cared for. Thank you for recognising the efforts of our team. I will be sure to share your kind words with them, as feedback like yours is a great source of encouragement. We truly appreciate your recommendation and are thrilled that you left with such positive memories. We look forward to welcoming you back again soon for another enjoyable stay. Kind Regards, Weenu Braun Operations Manager.

Dear Rosemary, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon with better experience Sincerely, Novotel St. Kilda Team