Dear Zed, Thank you for taking the time to tell us about your experience at Novotel Shanghai Atlantis. I am sorry that your experience did not meet your expectations in particular with the room temperature. Please allow me to express my sincerest apologies. It is indeed that fresh air is provided now as we prepare to supply heating to the rooms soon in anticipation of cold weather. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We appreciate you sharing your concerns and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kathy Zhu Guest Experience Manager

Dear Venogen, Thank you for taking the time to tell us about your experience at the Novotel Shanghai Atlantis. I am sorry that your experience did not meet your expectations, as you had not rated our overall score so high. We understand that you were not very satisfied with the breakfast.Please accept my sincerest apologies. Kindly be assured that we have already discussed this matter with our Director of Food & Beverage concerned and actions will be taken immediately to improve service standard and quality of food, so that you will have a better feeling and experience in your future visits. It is a fact that the property is getting aged, we have prepared hotel renovation plan and it will be processed gradually. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We appreciate your sharing your concerns and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, The Management of Novotel Shanghai Atlantis

Dear Guest, May I begin by thanking you for your feedback and your stay with us. I am sorry that your experience did not meet your expectations, as the condition of hotel facility was not up to your expectations during your stay, we will look into the possibility of changing it during our next renovation. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. We thank you for sharing your experience with us and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kathy Zhu Guest Experience Manager

Dear Guest, I am sorry that your experience did not meet your expectations, as you had not rated our overall score so high. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. I will appreciate it very much if you can advise me more details on the aspects that you were not satisfied so that we can rectify and improve. We appreciate your sharing your concerns and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kathy Zhu Guest Experience Manager