Dear Florian P., Thank you for taking the time to share your detailed feedback following your stay with us. We are pleased to hear that you appreciated our convenient location, the friendliness and responsiveness of our team, as well as the pool, Wi-Fi and our efforts to reduce single-use plastics. At the same time, we are genuinely sorry that several aspects of your stay did not meet the standards you expected. In particular, we apologise for the cleanliness issues in your room and the unpleasant smell in the corridor. We also regret that some items were missing from the room and that the blanket required for the third guest and slippers were not provided as expected. We are especially sorry to hear that your request to participate in our Skip the Clean programme was not correctly followed. We understand the importance of ensuring that such initiatives work as intended, and your comments will be shared with the relevant teams for review. We also appreciate your feedback regarding the breakfast selection and will take your comments into consideration as we continue to improve our offering. Thank you again for highlighting both the positive aspects of your stay and the areas where we fell short. We hope to have the opportunity to welcome you and your family again and provide a more comfortable and consistent experience. Sincerely, Katie Walsh Guest Service Manager

Dear Prakash P., Thank you once again for sharing your detailed feedback following your family stay with us. We are pleased to hear that you found the hotel well located and your stay comfortable, and that you were satisfied with your accommodation, cleanliness, Wi-Fi and overall value for money. We also appreciate your continued loyalty as an ALL Accor Gold member. We are sorry, however, that our breakfast selection did not fully meet your expectations. Your comments regarding greater variety for vegetarian guests, as well as a wider selection of fresh greens, are very helpful. We will share this feedback with our Food & Beverage team for consideration. We also understand your disappointment regarding the request for a spicier dish. We appreciate you highlighting the inconsistency between breakfast and dinner, and we will review this with our culinary team to ensure that guest preferences can be accommodated more consistently where possible. Thank you again for your constructive comments. We hope to have the pleasure of welcoming you and your family back and providing an even more enjoyable experience next time. Sincerely, Katie Walsh Guest Service Manager

Dear Simone A., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager

Dear Othman L., Thank you for taking the time to share your detailed feedback. We are genuinely sorry to learn that your recent stay did not meet the standard you expected, particularly as an ALL Accor Gold member. We sincerely apologise for the experience you had in the restaurant. The way you were welcomed and assisted with your welcome drink clearly did not create the warm and attentive experience we aim to provide. We understand how the situation with the reserved table could have made you feel uncomfortable, and we regret that this was not handled with greater courtesy and flexibility. We are also sorry that our breakfast selection did not meet your expectations and that you felt the overall experience did not represent good value for money. Your comments regarding the accommodation, cleanliness, and service have also been noted and will be shared with the relevant teams. We truly value your loyalty to ALL Accor and are disappointed that we did not deliver the level of recognition and hospitality you should expect. Your feedback gives us an important opportunity to review our service and improve. Thank you again for bringing these concerns to our attention. We hope to have the opportunity to restore your confidence in us on a future visit. Sincerely, Katie Walsh Guest Service Manager

Dear Mark G., Thank you very much for your excellent feedback and for choosing Novotel Blackfriars. We’re delighted to hear that our location was convenient for your visit to the National Theatre and Tate Modern, and that you were able to enjoy our sauna during your stay. It’s wonderful to know that you found the check-in quick and easy and had such a comfortable night’s sleep. We’re also pleased that you were satisfied with our breakfast, cleanliness, facilities, and service. Thank you for your kind recommendation and for your continued loyalty to ALL Accor. We look forward to welcoming you back to Novotel Blackfriars on your next visit to London. Sincerely, Katie Walsh Guest Service Manager

Dear Sharon J., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager

Dear Christopher W., Thank you for taking the time to share your feedback following your three-night stay with us. We are delighted to hear that you enjoyed our convenient location and that the pool was an important part of your stay. It is also wonderful to know that you found the booking process straightforward and that our team, breakfast and check-in experience all met your expectations. We are, however, sorry to hear about the issue with the Nespresso machine in your room. We appreciate that this was reported during your stay and apologise that it was not resolved promptly. We will share your feedback with the relevant team to help ensure that issues such as this are addressed more quickly in future. As a valued Gold member of ALL – Accor Live Limitless, we also appreciate your continued loyalty and your recommendation. We hope to have the pleasure of welcoming you and your wife back for another London break in the future. Sincerely, Katie Walsh Guest Service Manager

Dear Ho A. S., Thank you very much for taking the time to share your wonderful feedback following your recent business stay with us. We are delighted to hear that you enjoyed your stay and found our central location convenient for your business needs. It is also lovely to know that you appreciated the cleanliness of the hotel and the friendliness of our team. Thank you for your perfect scores across your stay and for recommending us so highly. We truly appreciate your loyalty as an ALL Silver member and look forward to welcoming you back on your next visit to London. Sincerely, Katie Walsh Guest Service Manager

Dear Claudia M., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you enjoyed your room, our lovely pool and the friendly service from our team. It is also wonderful to know that you found our location convenient and that your check-in, check-out, cleanliness and Wi-Fi all met your expectations. We appreciate your feedback regarding the breakfast selection and will share your comments with the relevant team as we continually look for ways to improve our offering. Thank you also for choosing to stay with us and for recommending the hotel. We hope to have the pleasure of welcoming you back again on your next visit. Sincerely, Katie Walsh Guest Service Manager

Dear Lior T., Thank you for taking the time to share your detailed feedback following your family stay with us. We are delighted to hear that you felt you received good value for money and that you particularly appreciated the brightness and style of your room, as well as the gluten-free and vegan breakfast options. It is also wonderful to know that our team made such a positive impression and that you enjoyed your overall stay. We appreciate your constructive comments regarding the gym facilities, the access card and the desk in the room. Your feedback is valuable to us, and we will share these points with the relevant teams as we continue to look for ways to improve our facilities and guest experience. Thank you for choosing to stay with us and for recommending us. We are especially pleased to hear that you plan to return, and we look forward to welcoming you and your family back in the future. Sincerely, Katie Walsh Guest Service Manager

Dear Lorelei W., Thank you again for taking the time to share such detailed feedback following your recent stay with us. As a long-standing Platinum member and a returning guest, we were particularly sorry to hear that your experience with MAM affected a stay that you would otherwise describe as near perfect. I would really appreciate it if you could share a little more detail about what happened, as this would help us understand the situation properly and follow up with the team. In particular, if you remember, could you let us know what time of day you experienced the issues with the welcome and service, and what happened when you were trying to use your welcome drink? We would also be grateful to know which food or dishes you ordered at MAM for lunch or dinner and what specifically did not meet your expectations. We also noted your comments regarding the handling of ALL loyalty points and the welcome amenity, and these are areas we would like to look into further. Thank you again for your honesty and for giving us the opportunity to better understand what went wrong. Your feedback is especially valuable to us as a returning guest, and we hope to ensure your future stays reflect the experience you have come to expect from us. Sincerely, Katie Walsh Guest Service Manager

Dear Claire H., Thank you very much for your wonderful review and for taking the time to share your experience with us. We are delighted to hear that you enjoyed our convenient location, comfortable beds, clean room and lovely breakfast. We are especially pleased that you enjoyed the poached eggs! It is fantastic to hear your kind comments about our team. We will certainly pass your compliments on to the lady who welcomed you at check-in and our night team member. They will be delighted to know that their friendly and patient service helped make your stay enjoyable. We also appreciate you bringing the carpet stains to our attention. We are sorry that this affected your otherwise positive impression, and we will share your comments with our housekeeping team. Thank you for your perfect overall rating and recommendation. We hope to welcome you and your friends back for another London weekend very soon. Sincerely, Katie Walsh Guest Service Manager

Dear Bakhos S., Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our Reception team warm and welcoming and that they made you feel so well looked after. Your kind recognition of the entire Reception team is greatly appreciated and will certainly be shared with them. We are sorry, however, to hear about the hair you found in your room. This does not reflect the standards we aim to maintain, and we appreciate you bringing it to our attention. We will reinforce our cleaning and room-check procedures with the team. We also appreciate your comments regarding the Wi-Fi speed and value for money, as your feedback helps us identify areas where we can improve. Thank you again for choosing to stay with us and for your recommendation. We hope to have the pleasure of welcoming you back on a future visit. Sincerely, Katie Walsh Guest Service Manager

Dear Sylvain J., Thank you for taking the time to share such detailed and candid feedback following your stay with us. We’re pleased to hear that you appreciated our location, the quality of the bedding, and the soundproofing of your room. At the same time, we’re sorry that several aspects of your experience fell short of expectations. We particularly regret your comments regarding the breakfast service. While we’re pleased that one of our team members gave you a warm welcome, it is disappointing to hear that the service from other members of the dining team was not as friendly or efficient as it should have been. Your feedback will be shared with the team for attention and improvement. We also note your comments regarding the gym facilities, the availability of our lifts, and the standard of housekeeping. We understand how these details can affect the overall experience, and we will take your observations into consideration as we continue to improve our service. We’re sorry that you felt the overall value for money did not meet your expectations. Nevertheless, we appreciate your honesty, as feedback such as yours helps us identify where we need to do better. Thank you again for staying with us and for sharing your experience. Sincerely, Katie Walsh Guest Service Manager

Dear Yat-Chen L., Thank you for sharing your feedback and for choosing Novotel Blackfriars for your business stay. We’re delighted to hear that you enjoyed our great location, clean and modern property, and good service. We’re pleased that you had a positive experience across your stay, and we truly appreciate your kind recommendation and continued loyalty to ALL Accor. We also value your feedback on sustainability, which helps us continue to improve. We look forward to welcoming you back to Novotel Blackfriars on your next visit to London. Sincerely, Katie Walsh Guest Service Manager

Dear Mark C., Thank you for taking the time to share your detailed feedback following your recent stay with us. While we are pleased that you found our location convenient and were satisfied with your accommodation, cleanliness, and the service provided by our team, we are sorry that several aspects of your experience did not meet your expectations. In particular, we regret to hear about your experience with our breakfast, including the quality of the sausages and bacon, as well as the limited choice available on our dinner menu. We fully appreciate how important the quality and variety of our food offering are, and your comments have been shared with the relevant teams for review and improvement. We also note your feedback regarding check-out and value for money and are sorry that these aspects fell short of the standard we aim to provide. Thank you again for your honest feedback and for your loyalty as an ALL Accor Silver member. We hope to have the opportunity to provide you with a more enjoyable experience on a future visit. Sincerely, Katie Walsh Guest Service Manager

Dear Jorgen F., We very much appreciate your comments regarding your stay at the Novotel London Blackfriars. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Katie Walsh Guest Service Manager