Dear Sarah, Thank you for taking the time to share your detailed feedback following your recent family stay at Novotel Sydney Parramatta. We are pleased to hear that you enjoyed our convenient location and, most importantly, that our team made a positive impression. Your 90/100 rating for our team and your comments describing our colleagues as great people who were very helpful are sincerely appreciated. It is wonderful to know that despite the challenges you experienced during your stay, you found our team welcoming and supportive. At the same time, we are genuinely sorry that several aspects of the hotel and your accommodation affected your overall experience, reflected in your overall rating of 60/100 and your 6/10 recommendation. We particularly apologise for the condition of the room and the cleanliness concerns you encountered. Finding a used band-aid underneath the bed is clearly unacceptable and should not have occurred. We also acknowledge your feedback regarding the carpets and understand your expectation that these areas should be maintained to a higher standard. Cleanliness is fundamental to guest comfort, and we regret that we fell short in this respect, reflected in your 40/100 cleanliness rating. We are also sorry for the ongoing difficulties you experienced with the air conditioning. We understand how frustrating it would be to encounter repeated issues with the temperature and room comfort, particularly when travelling with family. Your comments regarding noisy rooms and windows are also noted, as we appreciate how external or internal noise can significantly affect the quality of rest during a stay. Your feedback that the hotel is feeling tired is also appreciated. We recognise that some areas of the property and guest rooms would benefit from continued maintenance and renewal, and comments such as yours help us identify where improvements are most noticeable from a guest's perspective. We are encouraged, however, by your strong ratings for several other aspects of your stay, including 80/100 for arrival and 90/100 for departure, WiFi and our sustainability efforts. These positive ratings are appreciated and provide a helpful indication of the areas where you felt we were delivering the experience expected. Thank you again for your candid and constructive feedback. We sincerely regret that the condition of the room, cleanliness, noise and air conditioning issues prevented your stay from being as comfortable as it should have been. We hope to have the opportunity to welcome you and your family again and provide a noticeably improved experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Dhother, Thank you very much for taking the time to share your wonderful feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to see your overall rating of 100/100 and your 10/10 recommendation. It is fantastic to know that you enjoyed your stay across every key aspect of the hotel, including your arrival, accommodation, cleanliness, breakfast, our team and departure, all of which you rated 100/100. We are particularly grateful for your kind recognition of Kritika. It is wonderful to hear that Kritika and the wider team provided such a positive experience for you and your family. Personal recognition such as this is especially appreciated, and we will ensure your kind comments are passed on to Kritika. We are also pleased that you enjoyed our location and found us conveniently positioned close to Eat Street and the surrounding dining and entertainment options. It is always encouraging to know that our location contributed positively to your stay. We do, however, apologise for the difficulties you experienced with the booking process. We understand how frustrating it would have been for the confirmation numbers not to register correctly and for you to then need to contact the hotel directly to confirm your reservation. This should have been a much simpler and more seamless process, and we appreciate you bringing this to our attention. We also acknowledge your 50/100 rating for WiFi and your comment regarding ease of access. We appreciate the feedback and recognise that reliable and easy-to-access connectivity is an important part of the modern guest experience. It is wonderful to see that, despite these booking and WiFi frustrations, you still had an excellent overall stay and would recommend Novotel Sydney Parramatta so highly. Your 100/100 rating for our sustainability efforts is also greatly appreciated. Thank you again for choosing Novotel Sydney Parramatta and for taking the time to provide such positive and constructive feedback. We look forward to welcoming you and your family back for another enjoyable stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Sue, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that several aspects of your stay did not meet the level of comfort and convenience we aim to provide. We appreciate you highlighting these concerns, as they give us an opportunity to review the experience from a guest’s perspective. We are particularly sorry to hear about the air conditioning in your room. We understand how uncomfortable it can be when the room remains warm despite attempting to adjust the temperature, particularly when you are trying to relax and sleep. Our guests should be able to feel comfortable in their room, and we will ensure your comments regarding the air conditioning are noted for the relevant team to review. We also acknowledge your feedback regarding the position of the bed. We understand that having the bed positioned diagonally made it more difficult to move around the room, particularly when accessing the bathroom. The layout of the room should provide a practical and comfortable experience, and we appreciate you bringing this to our attention. We are also disappointed to learn that the parking charge came as an unexpected cost during your booking experience. We understand your frustration, particularly as you expected the parking information to be clearer when making your reservation through the ALL Accor App. Transparency around additional charges is important, and your feedback regarding the $40 nightly parking fee has been noted. We also recognise that your ratings were consistently around 70/100 across your arrival, accommodation, cleanliness, team and departure. While we appreciate that there were aspects of your stay that were satisfactory, we understand from your overall 70/100 rating and 6/10 recommendation that there was room for us to provide a much better experience. As an ALL Accor Silver member and Accor Vacation Club member, we particularly value your continued relationship with Accor. We appreciate your 7/10 rating of the loyalty programme and hope that a future stay with us will better reflect the level of experience you should expect as a returning Accor guest. Thank you again for taking the time to provide such detailed and constructive feedback. Your comments regarding the air conditioning, room layout and parking have been taken seriously, and we will use them to help identify areas where we can improve. We sincerely hope to have the opportunity to welcome you back to Novotel Sydney Parramatta and provide you with a more comfortable, convenient and positive experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Chris, Thank you for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that you found our location convenient and that you had an overall positive experience with us. It is also encouraging to see your strong ratings for your booking experience, accommodation, cleanliness, arrival, and our team. We do, however, acknowledge your comments regarding the parking fees. We understand that parking costs can be an important consideration when choosing accommodation, and we appreciate you taking the time to share your perspective. Your feedback regarding the value of our parking has been noted. We also appreciate your comments about the hotel and rooms beginning to feel a little aged. We recognise the importance of maintaining a fresh and comfortable environment for our guests, and feedback such as yours is helpful as we continue to identify areas requiring attention and improvement. We also note your 70/100 rating for departure and would have appreciated the opportunity to provide a smoother experience through to the end of your stay. As an ALL Accor Silver member, we sincerely appreciate your loyalty and are particularly pleased to see that you rated the loyalty programme 9/10. Thank you again for choosing Novotel Sydney Parramatta and for your constructive feedback. We hope to have the opportunity to welcome you back and provide you with an improved experience on your next visit. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Tony, Thank you very much for taking the time to share such wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you and your partner had such a pleasant experience with us. It is wonderful to know that you enjoyed our convenient location and, in particular, found our team to be friendly, helpful and welcoming. Your kind comments are a wonderful recognition of the care our colleagues put into creating a positive experience for our guests. We are also pleased to hear that you enjoyed our breakfast and found the selection fresh and satisfying. It is particularly rewarding to see your perfect 100/100 rating for breakfast, as our team works hard each day to provide a fresh and enjoyable start to our guests' mornings. Your perfect 100/100 ratings across booking, arrival, accommodation, cleanliness, breakfast, our team, departure and WiFi are greatly appreciated. It is fantastic to know that the different stages of your stay came together to create such a positive overall experience. We also appreciate your honest comment regarding the bathrooms. We acknowledge that some of the bathrooms within our property are older, and we are pleased that you nevertheless found yours functional and suitable for your stay. Feedback such as this is valuable as we continue to consider opportunities to improve our accommodation. As a valued ALL Accor Gold member and Accor Vacation Club member, we sincerely appreciate your continued loyalty to Accor. Your 10/10 recommendation of both your stay and the ALL loyalty programme is particularly meaningful to us. Thank you again, Tony, for your generous feedback and for choosing Novotel Sydney Parramatta. We are thrilled that you had such an enjoyable stay and look forward to the pleasure of welcoming you and your partner back again in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Danielle, Thank you for taking the time to share your feedback following your recent family stay at Novotel Sydney Parramatta. Please accept our sincerest apologies for the condition of the room you encountered. We are deeply disappointed to learn that the cleanliness and presentation of the bathroom and shower fell so far below the standard we expect for our guests. The concerns you have described regarding the accumulation of dust, the condition of the area behind the toilet and the mould you observed in the shower are particularly concerning, and we fully understand how unpleasant and uncomfortable this would have made your stay. A clean, hygienic and well-maintained room is a fundamental part of the experience we should provide. We are sorry that we did not deliver this on this occasion, and we acknowledge your feedback that the room should have been properly checked and cleaned before being allocated. We are also sorry to hear that you found the bed uncomfortable. We understand that a comfortable bed is essential to being able to rest properly, particularly when travelling with family, and we regret that the accommodation did not provide the level of comfort you expected. We appreciate your comments regarding the value of your stay as well. We understand your disappointment in paying for accommodation and then finding the room in a condition that did not meet reasonable expectations. We are also sorry that your experience with the overall arrival and service did not help to improve the situation. Your feedback regarding cleanliness and the condition of the bathroom and shower will be taken seriously and followed up with our Housekeeping and relevant operational teams. We need to ensure that rooms are being appropriately inspected and that issues of this nature are identified and rectified before a room is presented to a guest. We sincerely regret that your family stay left you with such a negative impression of Novotel Sydney Parramatta. Thank you for bringing these concerns to our attention, as they provide us with an opportunity to review our standards and processes. We hope that, despite this disappointing experience, you may allow us an opportunity in the future to demonstrate the level of cleanliness, comfort and care that we should have provided from the outset. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Trudi, Thank you very much for taking the time to share your lovely feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to hear that you and your son had a really positive experience while visiting Sydney for his representative sporting commitment. It is wonderful to know that our location worked so well for your visit and provided a convenient base while you were in the city. We are also very pleased to hear your kind comments about our team. Providing friendly and welcoming service is something we take great pride in, and it is always rewarding to know that our colleagues contributed positively to your stay. It is particularly pleasing to see your consistent 80/100 ratings across your booking experience, arrival, accommodation, cleanliness, breakfast, our team and departure. We also appreciate your positive feedback regarding our sustainability initiatives and are glad that you felt this was a good idea. Thank you again for choosing Novotel Sydney Parramatta and for trusting us with your family stay. We truly appreciate your 8/10 recommendation and your generous feedback. We hope to have the pleasure of welcoming you and your son back to Sydney in the future, whether for another sporting visit or simply a relaxing stay in the city. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Nathan, Thank you for taking the time to share your detailed feedback following your recent business stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience fell so far below the standard we aim to provide. We are particularly concerned by your comments regarding the condition and cleanliness of the bathroom. We understand how uncomfortable and inconvenient it would have been to encounter an old and dated bathroom with a low ceiling, a shower over the bath and, most importantly, black mould in the ceiling area. We are also sorry that the positioning of the toilet made it difficult to use comfortably, even more so given that you are a smaller person. A clean, hygienic and functional bathroom is a fundamental part of a guest room, and we acknowledge that the condition you described did not meet the standard our guests should reasonably expect. Your 10/100 cleanliness rating reinforces the seriousness of this feedback, and the concerns regarding the mould and bathroom condition will be followed up with the relevant Housekeeping and Maintenance teams. We are equally sorry that our breakfast experience did not meet your expectations. Your 10/100 rating for breakfast is disappointing, and we regret that the selection and overall experience were not to the standard you expected during your stay. This feedback will also be noted with our Food & Beverage team for further review. We also acknowledge your feedback regarding our team and your arrival experience. When a guest is staying with us for business, we understand the importance of providing an efficient and comfortable experience throughout the stay, and we regret that we did not achieve this on this occasion. We are pleased, however, that your departure experience received a 100/100 rating. We also appreciate your positive feedback regarding the ALL Accor loyalty programme, reflected in your 9/10 recommendation. As a valued ALL Accor Classic member, we sincerely appreciate your continued relationship with Accor and regret that your experience at Novotel Sydney Parramatta did not reflect the level of accommodation and service we would want for you. Thank you again for bringing these concerns to our attention. Your feedback has highlighted several areas requiring attention, particularly the bathroom condition, cleanliness and breakfast experience, and these matters will be followed up with the relevant teams. We sincerely regret the disappointment caused during your stay and hope that we may have the opportunity to provide you with a much-improved experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramat

Dear Christine, Thank you very much for taking the time to share your wonderful feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you found our hotel welcoming and our team so helpful. It is especially pleasing to see your perfect 100/100 ratings across your entire stay, including arrival, accommodation, cleanliness, breakfast, our team, departure and our sustainability initiatives. As a valued ALL Accor Classic member, we also sincerely appreciate your 10/10 recommendation and continued loyalty to Accor. Thank you again for choosing Novotel Sydney Parramatta and for your kind words. Your feedback is a wonderful recognition of the experience our team strives to provide, and we look forward to welcoming you back for another great stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Chris, Thank you very much for taking the time to share your feedback following your recent stay at Novotel Sydney Parramatta. We are pleased to hear that you found your stay comfortable, clean and convenient, and it is wonderful to see your 100/100 ratings for arrival, cleanliness, our team and departure. We are particularly grateful to know that our team made a positive impression and that you found the overall experience enjoyable. We are, however, sorry that the street noise affected your stay, particularly overnight. We understand how important a quiet and comfortable environment is when staying with us, and we appreciate that this was the main factor preventing your experience from being more positive. Our central location provides excellent access to Parramatta and the surrounding area, although we recognise that it can also mean increased activity and traffic noise at certain times. Your feedback regarding the noise is important to us and will be noted as we continue to look at ways of improving the comfort of our accommodation. Where possible, our team can also assist with room location preferences for future stays, subject to availability. We also appreciate your 8/10 recommendation and your positive 100/100 ratings across so many aspects of your stay. It is encouraging to know that, despite the overnight noise, you found the room clean and comfortable and received helpful service from our team. Thank you again for choosing Novotel Sydney Parramatta and for sharing your experience with us. We hope to have the pleasure of welcoming you back in the future and providing you with an even more comfortable and restful stay. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Mr. W., Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience fell so far below your expectations. While we are pleased to hear that you appreciated the overall atmosphere and appearance of the hotel, we are very concerned by the issues you experienced during your stay. In particular, we are deeply sorry to learn that you fell while entering the bath due to the slippery surface. We understand the seriousness of this incident and sincerely regret that the bathroom design and condition caused you such discomfort and concern. Your comments regarding the size and design of the bathroom will be taken very seriously and followed up with the relevant teams. We also acknowledge your feedback regarding our gymnasium and understand your concerns about its size and ventilation. In addition, we are sorry that your breakfast experience was affected by insufficient staffing and food running out during a busy service period, resulting in delays. We appreciate how frustrating this would have been. We are pleased that you found the cleanliness of the room to be up to expectation and that you had a positive experience with our team and arrival. However, we recognise that these positive aspects did not outweigh the concerns you experienced, particularly regarding the bathroom and your overall stay. Your feedback, including the lower ratings for accommodation and departure, will be carefully reviewed internally. We would also be very happy to discuss your experience further should you wish to do so, particularly regarding the incident in the bathroom and the other concerns you mentioned. We sincerely regret that your experience has led you to decide not to return. Thank you again for bringing these matters to our attention and giving us the opportunity to review them. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Jason, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your experience did not meet the standard we strive to provide. We particularly regret the difficulties you experienced with the WiFi and air conditioning, as well as the concerns you raised regarding the follow-up provided by our Front Office team. We understand how frustrating it would have been to experience difficulties connecting to the WiFi over multiple days, particularly when ease of access and connection speed were significantly below your expectations. We are also sorry that the air conditioning could not be adjusted as expected and that this affected your comfort and ability to sleep. We also acknowledge your feedback regarding the breakfast charge. We apologise for the error, as you had only accepted the discounted breakfast offer for one occasion. The incorrect additional charge was actioned, and the refund was processed on 14.09.26. Your comments regarding our Front Office team's responsiveness are also taken seriously. When a concern is raised, our team should take ownership, actively follow up, and ensure the guest receives a clear update. We regret that this did not happen to the level you expected during your stay. At the same time, we appreciate your positive feedback regarding the cleanliness of your room, reflected in your 90/100 rating. We are pleased that this aspect of your stay was consistently maintained. As an ALL Accor Classic member and Accor Vacation Club member, we value your relationship with Accor and sincerely regret that this particular stay did not reflect the experience we would want you to have. Your feedback has been noted with the relevant teams, particularly regarding the WiFi, air conditioning, billing accuracy and follow-up of guest concerns. We appreciate you bringing these matters to our attention and hope to have an opportunity to provide you with a significantly improved experience should you choose to stay with us again. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear David, Thank you very much for taking the time to share your feedback following your recent business stay at Novotel Sydney Parramatta. We are delighted to hear that you had a pleasant stay and enjoyed our convenient location and comfortable accommodation. It is also wonderful to see your positive ratings across your stay, particularly for our team, breakfast, cleanliness, WiFi, departure and our sustainability initiatives. We also appreciate your feedback regarding the ALL App booking process. We are sorry to hear that the final step was not as clear or straightforward as expected and that you needed to repeat the process. As a valued Gold member and Accor Vacation Club member, we particularly appreciate your comments regarding ALL recognition. We are pleased that you enjoyed the welcome amenity and gift bag, and we understand your expectation that loyalty should be reflected through meaningful recognition during your stays. We also acknowledge your feedback regarding room upgrades and appreciate you sharing your experience as a frequent traveller. Your comments are valuable and will be noted accordingly. It is also pleasing to hear that you enjoyed your experience at the bar and found our team there to be great. Recognition such as this is greatly appreciated. Thank you again for your continued loyalty to Accor and for taking the time to provide such thoughtful feedback. We look forward to welcoming you back to Novotel Sydney Parramatta and hope to make your future stays even more enjoyable. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Camille, Thank you very much for taking the time to share your amazing feedback following your recent family stay at Novotel Sydney Parramatta. We are delighted to hear that you enjoyed the comfort of your accommodation and our convenient location, and it is wonderful to see your perfect ratings across your booking experience, arrival, accommodation, cleanliness, departure and sustainability. We also greatly appreciate your 10/10 recommendation of both Novotel Sydney Parramatta and the ALL Accor loyalty programme. As a valued Gold member and Accor Vacation Club member, your continued loyalty is sincerely appreciated. Thank you as well for your feedback regarding WiFi connection and ease of access. We will note your comments as we continue looking for opportunities to improve the overall guest experience. Thank you again for choosing Novotel Sydney Parramatta. We look forward to welcoming you and your family back for another amazing stay in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Catharine, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept my sincere apologies that your experience did not meet the standard you expected from us, particularly as a valued ALL Accor Platinum member and Accor Vacation Club member. We genuinely appreciate your loyalty and understand how disappointing it must have been to leave your stay feeling that the hotel did not provide the experience you were looking for. We are pleased that you found our location convenient; however, we are very sorry that the overall condition and presentation of the property did not meet your expectations. We acknowledge your comments regarding the hotel being outdated and in need of renovation. We understand that the condition of the property plays an important role in the overall guest experience, and we appreciate you being candid about this. We are particularly concerned by your comments regarding the noise in the foyer. We appreciate how frustrating it must have been to have difficulty hearing our Reception team during your arrival. A busy and noisy reception area should not prevent clear and comfortable communication between our guests and team members, and we sincerely apologise for the inconvenience this caused. We also acknowledge your feedback regarding ease of access and your lower ratings for cleanliness, accommodation, breakfast and arrival. These comments provide valuable insight into the areas where we need to improve. While we are pleased to see that you rated our team, departure and WiFi more positively, we recognise that these positives did not outweigh the concerns you experienced during your stay. Your overall rating and recommendation are therefore taken very seriously. Your feedback will be followed up internally with the relevant teams, particularly regarding the presentation and maintenance of the property, cleanliness, the reception environment and the overall arrival experience. We also sincerely appreciate your continued confidence in the ALL Accor loyalty programme, reflected in your 9/10 recommendation despite the difficulties experienced during your stay. We value your Platinum membership and Accor Vacation Club loyalty and regret that we did not deliver the level of experience you should reasonably expect from an Accor property. Thank you again for taking the time to provide such detailed and honest feedback. I would be very happy to discuss your experience with you further should you wish to do so. We sincerely hope that, with the opportunity to improve, we may have the chance to welcome you back and provide you with a significantly better experience. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Kristy, Thank you for taking the time to share such detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept my sincere and unreserved apologies for the experience you and your son had with us. After travelling for seven hours, I completely understand how disappointing and frustrating it would have been to arrive expecting a comfortable and welcoming stay, only to encounter a number of issues from the moment of arrival. I am particularly concerned by your comments regarding your interaction with our Reception team. The manner in which you describe being spoken to does not reflect the level of courtesy, patience and assistance we expect from our colleagues. I sincerely apologise that you did not feel welcomed or properly assisted, particularly when travelling with your son. I am also very sorry for the difficulties you experienced in finding your room and reaching Reception for assistance. Having to wait for an extended period without being able to reach someone by phone would understandably have added to your frustration. Your comments regarding the condition of the room are also taken very seriously. The concerns you have raised about the bathroom ceiling, rust, mould and general room presentation are not what we want our guests to experience. We are equally sorry about the milk provided in the room and the condition of the chips served at dinner. These matters will be followed up with the relevant teams for review. We also sincerely apologise regarding the noise from the neighbouring room and, most importantly, that you felt your complaint was not adequately addressed at the time. We understand how particularly disruptive this would have been after such a long journey, and we regret that we did not provide the assistance you expected. We acknowledge your comments regarding the parking charge as well. While parking is a separate service, we understand your concern regarding the overall value of your stay and appreciate you sharing your perspective. Your overall rating of 10/100 and your comments regarding customer service are extremely disappointing for us, and we take them seriously. We would very much appreciate the opportunity to discuss your experience with you directly, understand what occurred in greater detail, and address the concerns you have raised. Thank you again for bringing these matters to our attention. We sincerely regret that we failed to provide you and your son with the comfortable, respectful and welcoming experience you should have received. We hope you will allow us the opportunity to speak with you further and work towards restoring your confidence in Novotel Sydney Parramatta. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney

Dear Emily, Thank you very much for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. We are delighted to hear that you enjoyed our convenient location, with Parramatta Square and Eat Street just a short distance away. It is also wonderful to know that you had a positive overall experience and that our team made you feel welcome. We are especially pleased to hear your kind comments about Jaleah. Her personal touch and the familiarity of recognising you and welcoming you back are exactly the kind of service we want our guests to experience. We will certainly make sure she is recognised for making such a positive impression. We also appreciate your constructive feedback regarding the cleanliness of the room, particularly the previous guest's hair, and we apologise that this was missed. Your comment regarding the vacuum will be noted with our Housekeeping team. We are also sorry to hear about the WiFi/streaming interruption during your stay. We understand how frustrating it would have been to be disconnected while watching your programme, particularly during a busy period when the network was experiencing higher demand. Your feedback will be noted with the relevant team. Thank you as well for your suggestion regarding the return of cotton face washers. We appreciate guests taking the time to share these practical suggestions as we continue to consider ways to improve the guest experience. We greatly appreciate your loyalty as an ALL Accor Classic and Accor Vacation Club member, as well as your positive recommendation. We very much hope to welcome you back again, and we hope Jaleah will have the pleasure of giving you that familiar “good to see you again” welcome on your next visit. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Melissa, Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Sydney Parramatta. Please accept our sincere apologies that your stay did not meet your expectations. We are particularly sorry to hear that the room condition and presentation left you disappointed, including the outdated appearance and the unpleasant smell you experienced. We understand how important it is for a room to feel fresh, comfortable and welcoming, and we regret that this was not your experience. We also acknowledge your comments regarding the availability of a kettle and standard tea and coffee facilities in the room. We understand that these are amenities guests may reasonably expect for added comfort and convenience, and we appreciate you bringing this to our attention. Your comments regarding the condition of the rooms and the smell will be followed up with the relevant teams for review. We are disappointed that the accommodation aspect of your stay fell significantly below your expectations, as reflected in your rating. We do appreciate your more positive feedback regarding our team, breakfast, WiFi and sustainability efforts, and we are grateful for your continued loyalty as an ALL Accor Classic and Accor Vacation Club member. Thank you again for your honest feedback. We would be very happy to discuss your experience further should you wish to do so, and we sincerely hope we may have an opportunity to restore your confidence in Novotel Sydney Parramatta in the future. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta

Dear Mischa, Thank you very much for taking the time to share such an incredibly thoughtful and generous review following your recent stay at Novotel Sydney Parramatta. It is truly wonderful to read that your entire experience was faultless and that you felt so genuinely welcomed and cared for throughout your stay. Your detailed recognition of our team members is particularly meaningful, and we are delighted to know that their professionalism, warmth and willingness to assist made such a strong impression. We are especially pleased to hear your kind words regarding Tarni and the way she welcomed you on arrival, assisted with your room keys and parking, and helped you settle in so smoothly. Your recognition of Lyncee and Krtika, as well as Shaye and Julia, Adam and Lee, is equally appreciated. It is fantastic to know that each of them contributed to making your stay enjoyable in their own way. Your special comments regarding Sara and Nelly are particularly heartwarming. Knowing that, after having stayed in many hotels throughout your career, you experienced such genuine warmth and hospitality from them is an exceptional compliment. We will certainly ensure that your wonderful recognition reaches them. And of course, thank you for your lovely mention of Jaleah. It sounds as though her wit, personality and thoughtful coffee service provided the perfect finishing touch to your stay before you continued your journey. We are also delighted that you enjoyed the comfort and cleanliness of your room, our breakfast and amenities, and that you appreciated our efforts towards minimising waste and improving our sustainability practices. Your perfect 100/100 ratings across every category and your 10/10 recommendation are a tremendous endorsement of our hotel and our people. It is particularly encouraging to hear that you intend to stay with us whenever your business brings you to Sydney. We sincerely look forward to welcoming you back and continuing to provide the warm, personalised hospitality that you experienced during this visit. Thank you once again, Mischa, for your wonderful words and for recognising our team in such a generous way. Reviews such as yours are incredibly rewarding and mean a great deal to all of us. Kind regards, Endeavour Agbeze Assistant Front Office Manager Novotel Sydney Parramatta