Dear Mr. Nir M., Thank you very much for sharing your experience with us! We are delighted to know that you enjoyed our breakfast. Receiving such positive feedback from an ALL Gold member is especially meaningful to us, as the trust of guests who know and choose our brand is truly valued. We also appreciate your comment about the fitness center. Your feedback will be shared with our team, as it helps us identify opportunities for improvement and continue enhancing the experience we provide. We look forward to welcoming you back soon to Novotel São Paulo Jardins for another great stay! Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mrs. Liliana, Thank you very much for taking the time to share your experience with us. We are truly sorry to learn that your most recent stay did not meet your expectations, especially knowing that you are already familiar with our hotel and have chosen to stay with us before. This makes your feedback even more valuable to us. We sincerely appreciate the level of detail you provided. Comments like yours help us see the guest experience from a different perspective and are essential in guiding our improvement efforts. Please rest assured that we are carefully reviewing all the points you mentioned and are fully committed to improving the experience we provide. We genuinely hope you will give us another opportunity to welcome you back. We would love the chance to show you the improvements we are implementing and provide you with a much better experience on your next visit. Once again, thank you for your honesty and for helping us continue to improve. Should you wish to share any additional details about your stay, please know that we remain at your disposal and would be pleased to hear from you. Best regards, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Prezado Sr. Alexandre, Obrigada por compartilhar sua experiência conosco. Lamentamos sinceramente que esse inconveniente tenha impactado sua hospedagem. Sabemos o quanto uma conexão de internet estável é essencial nos dias de hoje, seja para trabalho, comunicação ou lazer, e entendemos perfeitamente sua frustração diante da situação vivenciada. Embora algumas ocorrências técnicas dependam da atuação de fornecedores especializados e, eventualmente, exijam um tempo de resolução maior do que todos nós gostaríamos, isso não diminui a nossa responsabilidade em acompanhar o caso de perto e buscar alternativas para minimizar os impactos aos hóspedes. Quando situações como essa acontecem, nossa equipe permanece mobilizada e empenhada em acompanhar a solução até sua normalização. Agradecemos por compartilhar sua percepção conosco. Comentários como o seu são importantes porque nos ajudam a avaliar não apenas o problema em si, mas também a forma como conduzimos essas situações e apoiamos nossos hóspedes durante o processo. Sentimos muito que sua experiência não tenha refletido o padrão de hospitalidade que buscamos oferecer diariamente. Esperamos ter a oportunidade de recebê-lo novamente em uma próxima visita para proporcionar uma experiência muito mais tranquila e positiva, capaz de reverter a impressão deixada nesta ocasião. Atenciosamente, Janaina B. Supervisora de Qualidade Novotel São Paulo Jardins

Prezado Sr. João, Agradecemos por compartilhar sua experiência conosco! Ficamos muito felizes em saber que você apreciou nossa localização, o atendimento da equipe e o café da manhã. E confessamos que seu comentário sobre os ovos mexidos arrancou um sorriso de toda a equipe! Ao saber que você gostou tanto deles, nosso chef fez questão de compartilhar o segredo da receita. Na verdade, ela é bem simples: utilizamos apenas ovos batidos e um pouco de óleo de soja. A frigideira é aquecida com uma pequena quantidade de óleo e, em seguida, os ovos previamente batidos com um fouet são adicionados. O segredo está em mexer delicadamente até que ganhem uma textura levemente firme. O próprio calor da frigideira finaliza o preparo, mantendo os ovos macios e cremosos. Esperamos que você consiga reproduzir essa delícia em casa, mas confessamos que ficaremos ainda mais felizes se voltar a se hospedar conosco para saboreá-los novamente em nosso café da manhã. Será um prazer recebê-lo de volta! Atenciosamente, Janaina B. Supervisora de Qualidade Novotel São Paulo Jardins

Dear Mr. Juan, Thank you very much for sharing your experience with us. We are pleased to know that our location was convenient for your trip and that our team was able to assist you during your stay. It will be our pleasure to share your kind recognition with our colleagues. At the same time, we are sorry that some aspects of your stay did not fully meet your expectations. Your feedback is very important to us and will be shared with the relevant teams for review and improvement. Thank you for giving us the opportunity to learn from your experience. We hope to have the pleasure of welcoming you back on a future visit and providing an even better stay. Janaina B. Quality Supervisor Novotel São Paulo Jardins

Prezado Sr. Rafael, Muito obrigada por compartilhar sua experiência conosco! Ficamos muito felizes em saber que nossa localização e a limpeza do hotel contribuíram para uma estada agradável. Esperamos ter o prazer de recebê-lo novamente em breve. E, caso ainda não faça parte, aproveitamos para convidá-lo a conhecer o programa de fidelidade ALL, que oferece benefícios e vantagens exclusivas para tornar suas próximas hospedagens ainda mais especiais. Esperamos recebê-lo novamente em sua próxima visita a São Paulo. Atenciosamente, Janaina B. Supervisora de Qualidade Novotel São Paulo Jardins

Dear Mr. Nader, Thank you for sharing your experience with us. We are pleased to know that you appreciated the comfort of your room, our location, and the friendliness of our team throughout your stay. We also appreciate the points you highlighted. Your feedback is very important to us and has already been shared with the relevant departments for review and follow-up. Regarding room amenities, we offer different room categories, each with its own features and included amenities. For this reason, some items may vary depending on the category booked. On a future stay, we would be delighted to help you choose the option that best suits your expectations and needs. As for water, as part of Accor’s commitment to reducing environmental impact, we have eliminated single-use plastics. For this reason, beverages available in the minibar are offered in more sustainable packaging, such as aluminum cans. In addition, we provide two complimentary filtered water stations throughout the hotel, where guests are welcome to refill their own bottles at any time. Regarding breakfast, we follow Novotel brand standards and strive to offer a varied and high-quality selection every day. However, we would truly appreciate learning what you felt was missing or what we could improve, as feedback like yours helps us continue to enhance the guest experience. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide an even better stay in the future. Best regards, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Prezados Sr. Felipe e Sra.Juliana, Sentimos muito que sua experiência não tenha correspondido às expectativas, especialmente em uma ocasião tão especial como a lua de mel de vocês. Quando somos informados antecipadamente sobre celebrações como essa no momento da reserva, costumamos oferecer opções especiais para tornar a hospedagem ainda mais marcante, incluindo nosso pacote romântico. Ainda assim, mesmo quando o hóspede opta por não contratar esse serviço, buscamos não deixar a data passar em branco e normalmente preparamos uma pequena cortesia de boas-vindas para proporcionar uma chegada mais delicada e acolhedora. Lamentamos sinceramente não termos tido essa oportunidade com vocês. Em relação aos roupões, dispomos de diferentes categorias de apartamentos e algumas delas já incluem essa amenidade como parte da experiência oferecida. Em uma próxima oportunidade, será um prazer auxiliá-los diretamente na escolha da categoria que melhor combine com o perfil da hospedagem que desejam viver conosco. Quanto ao café da manhã, seguimos os padrões da marca Novotel e disponibilizamos diariamente uma variedade de itens preparados para atender diferentes perfis de hóspedes. Ainda assim, seu comentário é muito importante e nos ajudaria bastante se pudesse compartilhar conosco o que sentiu falta, pois assim conseguimos avaliar oportunidades de melhoria e evoluir continuamente nossa experiência. Esperamos ter a oportunidade de recebê-los novamente no futuro e proporcionar uma experiência mais especial e alinhada às expectativas de vocês. Atenciosamente, Janaina B. Supervisora de Qualidade Novotel São Paulo Jardins

Dear Mr. Daniel d. V., Thank you for sharing your experience with us. We are sorry to hear that some aspects of your stay did not fully meet your expectations, especially regarding the hotel style and the room experience. At the same time, we are very pleased to know that the service provided by our team was a positive highlight — we will be happy to share your kind recognition with them. We would also like to mention that we offer different room categories, each with its own features and style, and we would be pleased to recommend an option that better matches your preferences on a future stay. Regarding the hotel environment, many of our choices and initiatives are connected to our commitment to sustainability — we are proud to hold the international Green Key certification. Although some of these actions may not always be noticeable during the stay, they certainly contribute to a more conscious and responsible environment. Our hotel is located in one of the city’s most traditional and upscale areas, but we understand that every trip has different needs. For this reason, we also have other hotels within the network across different areas of São Paulo, and we would be happy to help you find the most convenient option for a future visit. Thank you again for your feedback, and we hope to have the opportunity to welcome you again for an experience more aligned with your expectations.. Best regards, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mrs. Arvinder, Thank you very much for sharing your experience with us. We are delighted to know that our location was so convenient, both for the marathon and for exploring the city, and that our team’s service and breakfast contributed to such a positive stay. São Paulo has a great running calendar throughout the year, and we would love to invite you to the traditional São Silvestre Race, held at the end of the year on Avenida Paulista — a great challenge and, of course, very close to us. We look forward to welcoming you again soon for another great experience. Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mrs. Gabriella, Thank you very much for sharing your experience with us. We are pleased to know that our location, cleanliness, and the service provided by our team made a difference during your stay — it is always a pleasure to receive such feedback. We look forward to welcoming you again soon. And if you are not yet a member of our ALL loyalty program, we invite you to join and enjoy a variety of benefits across our hotels worldwide. Best regards, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mrs. Itumeleng, Thank you very much for sharing such a special moment with us. We are truly delighted to know that we exceeded your expectations and could be part of your daughter’s 18th birthday celebration — occasions like this are unique, and it is a pleasure to contribute. We are also happy to hear that the special treat, the attention to detail, and the rooftop pool made a difference in your experience. We look forward to welcoming you again soon for many more special moments.. Best regards, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Prezado Sr. Joao, Agradecemos por compartilhar sua experiência conosco. Lamentamos sinceramente saber que sua estada não atendeu às suas expectativas. Seus comentários nos preocupam de forma especial, pois estão muito aquém do padrão de qualidade e acolhimento que buscamos oferecer diariamente aos nossos hóspedes. Gostaríamos muito de compreender melhor o que aconteceu e, por isso, ficamos à disposição caso deseje entrar em contato conosco para compartilhar mais detalhes. Sua percepção é fundamental para que possamos agir de forma assertiva. Esperamos, sinceramente, ter a oportunidade de recebê-lo novamente no futuro e proporcionar uma experiência muito mais alinhada ao que espera de nós. Atenciosamente, Janaina B. Supervisora de Qualidade Novotel São Paulo Jardins

Dear Sra. Melissa, Thank you for sharing your experience with us. We sincerely regret that your stay did not meet your expectations. We are truly concerned about the points you have raised and would like to assure you that we are reviewing each of them carefully with the relevant teams, as this type of situation does not reflect the quality standards and experience we strive to provide to our guests. Your feedback is extremely valuable to us and represents an important opportunity for improvement. We hope to have the opportunity to welcome you again on a future visit, in order to restore your confidence and provide an experience that meets the level you expect and deserve. Sincerely, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mr. Kevin, Thank you for sharing your experience with us. We sincerely regret the discomfort you experienced during your stay, especially regarding the sound insulation. We are even more sorry to learn that this impacted your stay to the point of causing you to leave early — this is certainly not the experience we aim to provide. Your comments are very important to us and will be carefully reviewed as part of our internal evaluations. While we do have sound insulation measures in areas such as corridors, walls, and flooring, your feedback shows us that there is still room for improvement, particularly within the guest rooms. We understand that this type of enhancement requires further study and cannot be implemented immediately, but it is certainly an important point for us to consider. Thank you again for your feedback, and we hope to have the opportunity to welcome you back in the future for a much more peaceful and comfortable stay.. Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mr. Vincent, Thank you very much for sharing your experience with us. We are pleased to know that you appreciated our location and services — it is always rewarding to receive such feedback. Your opinion is even more special as a member of our loyalty program, someone who already knows our brand and has experience with our hotels. We look forward to welcoming you back on your next visit to São Paulo for another great experience! Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mrs. Micaela, Thank you very much for sharing your experience with us in such a detailed way. We are pleased to know that you had a good stay, especially regarding our location, breakfast, and the service provided by our team — it is always great to hear that these aspects made a positive difference. We also appreciate your comments and observations, as they are very important to us and help us pay close attention to the details of our daily operations. We would also like to mention that, in addition to the complimentary filtered water station available on the top floor, we also offer this service in our restaurant — simply ask any member of our team and we will be happy to refill your bottle. We hope to have the pleasure of welcoming you back again soon for another stay with us. Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mr. Nathaniel, Thank you for sharing your experience with us. We are sorry to hear that your stay did not meet your expectations and we regret the impression left. Your comments are very important to us, as they help us identify areas that require attention and improvement. We will carefully review the points mentioned and share them with the relevant teams for proper evaluation. Should you feel comfortable doing so, we would greatly appreciate receiving more details about your experience. We remain at your disposal and would be glad to better understand your perspective, as this feedback is essential for us to continue improving and providing a better experience for our guests. Sincerely, Janaina B. Quality Supervisor Novotel São Paulo Jardins

Dear Mr. Vitor, We sincerely regret that your experience did not meet your expectations, especially as Novotel is a brand you were already familiar with and had a positive impression of. Please accept our apologies for the conditions you encountered. This is not the standard we strive to deliver, and your feedback is extremely important so we can take immediate action with the responsible teams. Thank you for sharing your experience with us. We truly hope to have the opportunity to welcome you back and provide a much more pleasant stay, in line with the standards you know and expect. Janaina B. Quality Supervisor Novotel São Paulo Jardins