Dear Guest, Thank you for taking the time to leave us a review. We are glad to hear that you enjoyed your stay with us, and we appreciate your comments regarding the room feeling old and dark. We will make sure to take this in consideration as we continue to make further improvements. We hope to welcome you back again soon! Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to leave us a review. We are glad to hear that you enjoyed your stay with us, and we hope to welcome you back again soon. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations. We apologies for the congestion in our driveway upon your arrival. Unfortunately, during busy check-in periods, the driveway can become congested as multiple guests arrive at the same time. We appreciate your patience while our team works to manage arrivals as efficiently as possible. We are also sorry that you found the check-in process to be slow. Our team always does their best to assist each guest as promptly and thoroughly as possible, particularly during peak periods. We apologies for the issues you experienced with the Wi-Fi, as well as the inconvenience regarding your request for an additional pillow. We understand how frustrating this would have been and will ensure your feedback is shared with the appropriate teams. We also apologies for the disruption caused by the fire alarm during the night. We understand that an evacuation at that hour can be frustrating and inconvenient. However, the safety and wellbeing of our guests is always our highest priority, and all alarms and potential emergencies must be taken very seriously. Our team does its best to manage these situations safely and efficiently, and we appreciate your understanding and cooperation. Thank you again for your feedback and for acknowledging the friendliness of our team. We are sorry that your overall experience fell short of expectations and hope to have the opportunity to provide you with a more enjoyable stay in the future. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to leave us a review, and for being an Accor member. We are pleased to hear that you enjoyed the central location and cleanliness of our hotel, and we hope to welcome you back again soon. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for your lovely feedback. We’re delighted you enjoyed your spacious and comfortable room, and especially pleased that Harry was able to assist you with your luggage. We’ll be sure to share your kind words with him. We also appreciate your feedback regarding the floor cleanliness and will address this with our housekeeping team. We hope to welcome you back again soon. Sincerely, Elan Koirala Front Office Manager

Dear Anthony, Thank you for taking the time to share your feedback. I am sorry to hear that your stay did not meet your expectations. In particular, I apologize that our service left you feeling unwelcome, as providing warm and genuine hospitality is something we take seriously. Your comments regarding staff engagement and the condition of the bathroom have been noted and will be shared with the team for review. While I am pleased that you found the hotel clean and experienced a smooth departure, I understand that these positives did not outweigh your overall disappointment. We appreciate your honest feedback and the opportunity it provides for us to improve. Thank you for staying with us, and I hope we have the chance to provide you with a better experience in the future. Kind regards,

Dear Margaret, Thank you for your wonderful feedback and for your loyalty as an ALL Gold member. We are delighted you enjoyed your stay, especially the apartment, breakfast, and convenient location. I'm pleased Lily was able to quickly resolve the housekeeping issue, and I will be sure to pass on your kind words to her. We look forward to welcoming you back to Mantra on Northbourne soon. Kind regards,

Dear Simon, Thank you for your fantastic review and for your loyalty as an ALL Gold member. We're delighted you enjoyed our central location, comfortable apartment, and breakfast, and that everything met your expectations throughout your stay. We truly appreciate your recommendation and look forward to welcoming you back to Mantra on Northbourne soon. Kind regards,

Dear Paul, Thank you for your feedback. We're delighted you enjoyed your comfortable room and that Harry was able to assist you during your stay. I'll be sure to pass on your kind words to him. Thank you also for your comments regarding housekeeping, WiFi, and ease of access. We appreciate your feedback and will review these areas with the team. I also apologise that you have not yet received the receipt that was promised at departure. We understand the inconvenience this may have caused and will follow up to ensure it is sent to you as soon as possible. We hope to welcome you back again soon. Kind regards,

Dear Guest, Thank you for taking the time to leave us a review. We’re delighted to hear that you find your stays stress-free, comfortable, and enjoy our convenient location close to the CBD. We are sorry to hear, however, that the bathroom facilities did not meet your expectations. We appreciate you taking the time to share your feedback regarding the shower experience, and we have passed your comments on to our Maintenance team for review. Feedback such as yours is valuable and will be taken into consideration as we plan future improvements to our facilities. Thank you again for your ongoing support. We look forward to welcoming you back again soon. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We’re pleased to hear you appreciated the early check-in and found our reception team welcoming and helpful. We’re sorry to hear that your apartment was not presented to the standard we aim for, particularly the fridge door. We also apologies for the confusion regarding our housekeeping policy, we appreciate you bringing this to our attention and will look at how we can communicate this more clearly to our guests. Thank you again for your feedback. We hope to have the opportunity to welcome you back and provide an improved experience. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to share your detailed feedback. We sincerely apologise for the issues you experienced during your stay and appreciate you bringing them to our attention. We are particularly sorry that your check-in experience took over 25 minutes and, we understand how concerning and frustrating this would have been. While the events in Canberra contributed to a particularly busy period, this does not excuse the service issues you encountered, and we will be reviewing our staffing and check-in processes during high-demand periods. We also apologies that your TV was not working and that you were unable to reach Reception when you called for assistance. We are pleased to hear that you found the room itself to be very good and that the evacuation system operated effectively during the genuine fire alarm. However, we acknowledge your concern regarding the lack of clearly identifiable staff members during the evacuation. Guest safety is our highest priority, and we will review how our team is identified and positioned during emergency evacuations. Thank you again for your honest feedback. We are sorry that several aspects of your stay fell short of the standard we aim to provide, and we hope to have the opportunity to provide you with a much smoother experience in the future. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to leave us a review. We sincerely apologies for the inconvenience and frustration you experienced during your stay. We are particularly sorry that the fire evacuation was not supported by a clearly visible staff presence outside the hotel. While our priority during any alarm is always the safety and evacuation of our guests, we understand that having a staff member clearly identifiable and available to provide reassurance and direction would have made the experience much less stressful. We are equally sorry about your experience at reception on Sunday morning. You should have been acknowledged and assisted promptly, particularly during a busy check-out period. We understand your frustration at having to wait while the EFTPOS issue was being addressed and will take this into consideration for future. We hope to have the opportunity to welcome you back again for a much-improved stay. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed your spacious and clean room. We sincerely apologies for the disappointment regarding the pool and for the disruption caused by the fire alarm at midnight. We understand how unpleasant it would have been to leave the building and wait outside in the cold during the emergency. Thank you again for your feedback, and we hope to have the opportunity to welcome you back for a more enjoyable stay. Sincerely, Elan Koirala Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed our central yet quiet location. We sincerely apologise for the disappointment regarding the bed configuration. We understand that when you specifically book a room with a king bed, receiving a room with a queen bed, even as an upgrade, is not what you expected. We appreciate your feedback and will ensure that room preferences are given appropriate consideration. We also apologise for the inconvenience caused by the lack of an exhaust fan in the bathroom. We understand how this can affect the comfort of your stay and appreciate you bringing it to our attention. Thank you again for your feedback. We hope to have the opportunity to welcome you back and provide a stay that better meets your expectations. Sincerely, Elan Koirala Front Office Manager