Dear Blue, Thank you for taking the time to convey your comments regarding your recent stay at the Novotel Singapore Clarke Quay. I am disappointed to hear about your dissatisfaction with your arrival experience during your visit. This is certainly not the typical welcome that we aim to provide our value guests hence I wish to extend my sincerest apologies for the inconvenience you experienced. Kindly rest assured that our front office manager has been advised to address this matter accordingly. I realize that this experience has negatively affected your impression of the hotel hence I sincerely hope that we get an opportunity to make up for the inconvenience you encountered, and regain your confidence in the hotel on your next trip to Singapore. Yours sincerely, Alan Burrows General Manager

Dear Guest, Thank you for your feedback regarding your recent stay at the Novotel Singapore Clarke Quay. I am sorry to hear that you experienced a delayed check-in upon your arrival at the hotel. This is certainly not typical welcome that we aim to provide our valued guests; kindly accept my sincerest apologize for the inconvenience this has caused you. Please rest assured that our front office manager has been advised to review our current procedure to identify where improvements can be made to prevent such an experience in the future. I sincerely hope that we get another opportunity to welcome you and provide you with a more pleasant arrival experience in the future. Yours sincerely, Alan Burrows General Manager

Dear Li Lian, Thank you for your review of your recent stay at the Novotel Singapore Clarke Quay. I am sorry to note that we were unable to fully meet your expectations during your visit, please accept my sincerest apologies. There is indeed a pay-per-view movie system in the hotel however several steps normally have to be taken before the movie plays and before the amount is posted in the guest’s account. Please rest assured that our IT manager has been advised to look into this matter accordingly. I do hope that this experience does not keep you from staying with us again and that we get an opportunity to welcome you back in the near future. Yours sincerely, Alan Burrows General Manager

Dear Guest, Thank you for sharing your feedback and unfortunately our disappointment with your recent stay at the Novotel Singapore Clarke Quay. Please accept my sincerest apologies for the inconvenience you encountered throughout your visit. Without your booking information, I’m afraid that it’s difficult for us to address the issues you encountered in your room. Nonetheless, please rest assured that your feedback has been taken in the most constructive manger as we continue to strive to ensure that our products and services consistently meet the high standards expected of the Novotel brand. I do hope that this experience does not keep you from staying with us again and that we get an opportunity to better serve. Yours sincerely, Alan Burrows General Manager