Dear Melinda B., Thank you for taking the time to share your feedback, and more importantly, for your continued loyalty and for staying with us frequently. We are sincerely sorry that this stay was so disappointing, particularly as you have stayed with us many times before and have come to expect a consistent level of service. We understand how frustrating it must have been to experience difficulties from the moment you arrived, especially after you had emailed us in advance regarding your late arrival. We apologise that our team was unable to locate your booking promptly and that your ALL membership was not acknowledged during check-in. This should have been handled more smoothly, and we regret that your arrival did not feel as though we were expecting you. We are also sorry about the loose bathroom light switch and the inconsistent operation of the light. We will share this with our Engineering team for inspection and repair. Your comments regarding the Housekeeping service and the missing ALL welcome amenity are also concerning. We understand that the room appeared to have been serviced in a rushed manner and that you did not receive the welcome amenity you have received during previous stays. We will share this feedback with our Housekeeping and Front Office teams to ensure the appropriate checks are completed and ALL member benefits are consistently recognised and delivered. As I can see that you have another upcoming booking with us, I would like to personally ensure that the details of your upcoming stay are properly reviewed and that your requested amenities are arranged before your arrival. I will also inform the relevant teams and make sure everything is communicated and prepared correctly, so we can provide you with the smooth and welcoming experience you have come to expect from us. As a valued returning guest, we sincerely apologise that we did not provide the experience you have come to expect from us on this occasion. We truly appreciate your continued loyalty and hope to have the opportunity to restore your confidence in us during your next stay. Warm regards, Baits Gerard Assistant Manager

Dear Sia L. N., Thank you for taking the time to share your detailed feedback following your recent 8-night stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found our location convenient. However, we sincerely apologise for the concerns you experienced with the cleanliness and Housekeeping service throughout your stay. We are particularly concerned to hear about the smell from the pillowcase and mattress, as well as the delay in replacing them. Having to wait until the third day for fresh linen and a mattress change is certainly not acceptable. We also apologise for the condition of the carpet, including the fallen hair, and for occasions when tissues and other bathroom amenities were not replenished. Your feedback regarding Housekeeping is very important to us, and we will share your comments directly with the Housekeeping team for review and follow-up. We will reinforce the importance of thorough room servicing, linen checks, and ensuring all amenities are properly replenished throughout a guest's stay. We also appreciate your comments regarding the breakfast selection. We understand that staying for eight nights can make a repetitive breakfast menu noticeable, and we are sorry that the variety did not meet your expectations. We will share your feedback with our Food & Beverage team for consideration when reviewing the breakfast menu and rotation. Thank you again for your honest and constructive feedback. We apologise that the cleanliness and breakfast variety did not meet the standards we aim to provide, and we hope to have the opportunity to provide you with a much better experience in the future. Warm regards, Baits Gerard Assistant Manager

Dear Krystal G. A. B., Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed the excellent service and had a clean, comfortable, and relaxing stay with us. It is also wonderful to know that you appreciated our convenient location, with plenty of food and shopping options nearby. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your kind feedback and look forward to welcoming you back for another relaxing stay. Warm regards, Baits Gerard Assistant Manager

Dear Debbie S., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our excellent central location and found your room very nice and clean. It is also wonderful to know that you were pleased with the shower. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Varaphone S., Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient central location and found the hotel clean, comfortable, and easy to access. It is also wonderful to know that our team were consistently helpful and friendly throughout your stay. We are pleased that you appreciated the room being well prepared and the option to forgo daily housekeeping when it was not required. We are especially grateful for your kind recognition of all our team members. Your appreciation means a great deal to everyone, and we will certainly share your lovely feedback with the team. Thank you once again for choosing Novotel and ibis Melbourne Central. We are thrilled to hear that you plan to return, and we look forward to welcoming you back next time. Warm regards, Baits Gerard Assistant Manager

Dear Lee Q. Y., Thank you for taking the time to share your detailed feedback and for choosing to stay with us again at Novotel and ibis Melbourne Central. We are pleased to hear that you enjoyed our convenient location and the quiet atmosphere of the hotel. We also greatly appreciate your constructive feedback regarding your check-in experience and the consistency of service. We are sorry to hear that your enquiry regarding breakfast options and Accor member benefits was not followed up as promised. We understand how frustrating this would have been and regret that, as a result, you decided not to have breakfast during your stay. We will share your comments with our Front Office team and reinforce the importance of timely follow-up and clear communication with guests. We also appreciate your suggestion regarding team members who are undergoing training. We understand how this may appear during busy check-in periods, particularly when queues are present, and we will take your feedback into consideration. Regarding the welcome drink benefit, we are sorry that you were unable to utilise it before departure. We always encourage our team to remind eligible members of their benefits at check-in, and we will use your feedback as a reminder of the importance of highlighting these entitlements. Lastly, thank you for recognising Harshita. We are delighted to hear that she provided attentive service and ensured you were notified when your documents were ready for collection. We will be sure to share your kind comments with her, as we know she will be thrilled to receive your recognition. Thank you once again for your valuable feedback and continued support. We look forward to welcoming you back for an even better experience in the future. Warm regards, Baits Gerard Assistant Manager

Dear Susan M., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed your nice room, the quiet atmosphere of the hotel, and the convenience of our check-in and check-out processes. It is also wonderful to know that you appreciated our great central location. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Salvatore I., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient central location and found your room pleasant and comfortable. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Karen B., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location and found the accommodation to be of good quality. Thank you once again for choosing Novotel and ibis Melbourne Central. We truly appreciate your positive feedback and look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Alexia R., Thank you for taking the time to share your lovely feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our fabulous central location, with plenty of cafés and shops nearby. It is also wonderful to know that you found your room comfortable and appreciated the amenities provided. We are especially pleased that our Check-in team made a great impression and helped you have a smooth start to your stay. We will certainly share your kind feedback with the team. Thank you once again for choosing Novotel and ibis Melbourne Central. We look forward to welcoming you back for another comfortable and enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Muditha R., Thank you for taking the time to share such wonderful feedback following your recent stay at Novotel and ibis Melbourne Central, and happy belated birthday to you both! We are delighted to hear that your birthday celebration felt special from the moment you arrived. It is wonderful to know that our Reception, Breakfast, and Concierge teams helped make your stay welcoming and effortless. We are also thrilled that you enjoyed our breakfast, particularly the fresh juice station and the variety of fresh ingredients available for you to create your own blend. We will certainly share your kind comments with our Food & Beverage team. It is especially lovely to hear about the team member who recognised you from your previous visit and warmly welcomed you back. Her thoughtful gesture in arranging a table so everyone could sit together is exactly the kind of personal service we strive to provide. Although you cannot remember her name, we will certainly share this feedback with the team and do our best to identify and recognise her. Thank you once again for choosing Novotel and ibis Melbourne Central to celebrate such a special occasion. We are delighted that our team helped make your birthday memorable, and we look forward to welcoming you back again. Warm regards, Baits Gerard Assistant Manager

Dear Renee P., Thank you for taking the time to share your detailed feedback following your recent stay with us. We sincerely apologise that your early check-in request was not handled as expected. We understand your frustration, particularly as you contacted us on the morning of arrival and were advised that every effort would be made to have both rooms ready earlier. We also acknowledge your concern that your details were not taken during the call, which understandably gave the impression that the request had not been properly recorded. Regarding early check-in and room upgrades, these are always subject to availability. On the day of your arrival, our occupancy was already at 100%, which significantly limited our ability to prepare rooms earlier than the standard check-in time or accommodate upgrades. We are sorry that we were unable to meet your request on this occasion and appreciate your understanding. We are also very sorry to hear about the air conditioning repeatedly switching off and causing the room to become hot and uncomfortable overnight. We understand how disruptive this would have been, particularly as it affected your sleep. We will share this feedback with our Engineering team to investigate the operation and settings of the air conditioning system. We also appreciate your comments regarding the bathroom door and understand your concerns about the level of privacy provided by its design. Thank you again for your honest feedback. We value your Gold membership and hope to provide you with a smoother and more comfortable experience on your next visit. Warm regards, Baits Gerard Assistant Manager

Dear David T., Thank you for taking the time to share such wonderful feedback and for your continued loyalty to Novotel and ibis Melbourne Central. We are truly delighted to hear that your stays with us are always pleasant and that you continue to experience first-class service. It is wonderful to know that our location works perfectly for your business trips and that you consistently find the property clean, tidy, and maintained to a high standard. We are especially pleased to hear your kind comments about our Front Office team. We understand how much a warm and seamless check-in can mean, particularly after a long day, and it is fantastic to know that our team helps make your day better. Although you were unable to remember a particular team member's name, we greatly appreciate your recognition of the entire Front Office team. We will certainly share your wonderful feedback with them — I am sure it will mean a lot to everyone. Thank you once again for your continued support and for your kind words about our team and hotel. We look forward to welcoming you back for many more first-class stays in Melbourne. Warm regards, Baits Gerard Assistant Manager

Dear Steven G., Thank you for taking the time to share your wonderful feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you always enjoy staying with us and that you continue to appreciate our great team, clean rooms, and pleasant atmosphere. Your continued support means a great deal to us, and we look forward to welcoming you back for another enjoyable stay. Warm regards, Baits Gerard Assistant Manager

Dear Alex V., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are delighted to hear that you enjoyed our convenient location, with easy access to public transport and the CBD. It is also wonderful to know that you were pleased with your room, particularly the quiet environment and comfortable bed. We are sorry, however, to hear that the shower water pressure did not meet your expectations. We understand how important a good shower experience is, and we will share your feedback with our Engineering team for further review. Thank you once again for choosing Novotel and ibis Melbourne Central. We appreciate your constructive feedback and hope to welcome you back for an even more comfortable stay. Warm regards, Baits Gerard Assistant Manager

Dear Stephen G., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found our location convenient for attending a show and that our team were friendly and helpful. We sincerely apologise, however, that you were unable to adjust the air conditioning to a cooler temperature and that the room felt slightly warm during your stay. We understand that, with only one night and a busy schedule, you decided not to have the issue investigated at the time. We appreciate you bringing this to our attention and will share your feedback with our Engineering team to review the temperature settings and ensure the system is operating as expected. Thank you again for your constructive feedback. We hope to welcome you back and provide a cooler and more comfortable experience next time. Warm regards, Baits Gerard Assistant Manager

Dear Philip B., Thank you for taking the time to share your candid feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you enjoyed the room, our convenient central location, and the bar. However, we are sincerely sorry that other aspects of your stay did not meet the standards you expect, particularly as an ALL Platinum member. We apologise for the poor check-in experience and appreciate your acknowledgement that the hotel subsequently followed up and apologised. We take your comments regarding our staff training seriously and will use your feedback to reinforce the importance of providing a professional, welcoming, and consistent experience from the moment our guests arrive. We are equally disappointed to hear about your experience at Pretty Boy. A $65 steak should certainly meet an appropriate standard of quality, and we are sorry that the steak was tough and contained gristle. We also understand your frustration with being asked for feedback about the meal but feeling that your concerns were not meaningfully addressed. We will share your comments with our Food & Beverage team for review. As a valued Platinum member, we are particularly sorry that your overall experience left you feeling there are better options available in Melbourne. We genuinely appreciate your loyalty to Accor and hope we have the opportunity to restore your confidence in us during a future visit. Thank you again for your honest feedback. Warm regards, Baits Gerard Assistant Manager

Dear Joanna C., Thank you for taking the time to share your feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you found our location convenient and that everything was generally satisfactory during your stay. We are sorry, however, to hear about the inconsistent shower temperature. We understand how frustrating it can be when the water suddenly turns cold without any adjustment being made. We will share your feedback with our Engineering team for further investigation. Thank you once again for bringing this to our attention. We hope to welcome you back and provide you with a more comfortable shower experience next time. Warm regards, Baits Gerard Assistant Manager

Dear Stephen P., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel and ibis Melbourne Central. We are pleased to hear that you enjoyed the room and found our Front Office team very friendly. We are also grateful for your kind recognition of the team member who took your request and made you feel that nothing was too much trouble. However, we sincerely apologise for the delays and missed requests from our Housekeeping team. We understand that waiting around 30 minutes for the additional towels, after being advised approximately 10 minutes, was disappointing, and we are particularly sorry that the plates were not delivered at all. We also apologise that your room was not serviced between your first and second night. While we understand this may not have significantly affected your stay on this occasion, we appreciate that regular housekeeping is an important part of the experience for many guests. We will certainly share your feedback with our Housekeeping team and review the communication and follow-up process for guest requests to ensure these are handled more promptly and consistently. Thank you again for your constructive feedback. We appreciate your understanding and hope to provide you with a smoother experience on your next visit. Warm regards, Baits Gerard Assistant Manager