Dear KATE C., We very much appreciate your comments regarding your stay at the Mantra on Queen Brisbane. 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, Guest Services | Mantra on Queen

Dear Saumit D., We very much appreciate your comments regarding your stay at the Mantra on Queen Brisbane. 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, Guest Services | Mantra on Queen

Dear Malcolm, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest Services | Mantra on Queen

Dear LUKE, Thank you for taking the time to share your detailed feedback regarding your recent stay with us. We sincerely apologise for the experience you encountered and understand your frustration, particularly given the circumstances surrounding your arrival. We are disappointed to hear that there was confusion regarding the reservation details and that you were unable to check in immediately despite having your booking confirmation and membership details available. This should have been handled more efficiently by our team, and we acknowledge that the situation caused unnecessary frustration after your arrival. We also sincerely apologise for the condition of the room, including the unusual odour, flickering bathroom light, and the cleanliness concerns you raised regarding the air-conditioning vents and other areas. These are not the standards we aim to provide, and your comments have been shared with our Housekeeping and Maintenance teams for further review and action. We appreciate you bringing these matters to our attention, as your feedback gives us an opportunity to address areas where we need to improve. We will also be reviewing the reservation and check-in process with our Front Office team to ensure that booking details are properly verified and that our team is empowered to assist guests promptly when discrepancies occur. We are truly sorry that your experience did not meet your expectations, and we understand your disappointment. We value your feedback and hope that, despite this experience, you may consider giving us another opportunity in the future to provide you with the level of service and comfort you should reasonably expect from us. Kind regards, Hotel Management Team Lennon John Biscocho Front Office Manager Mantra Team

Dear Guest, Thank you for taking the time to share your detailed feedback following your stay at Mantra on Queen. We are pleased to hear that you enjoyed our convenient location and the views from the property. We are, however, sorry to hear about the various issues you encountered during your stay. We appreciate you bringing these matters to our attention, as they are important for us to address. We sincerely apologise for the condition of some of the furniture in the apartment, including the worn sofa, peeling coffee table veneer, and the concerns regarding the blankets. These items should be regularly inspected and maintained to ensure they are safe, clean and comfortable for our guests. Your feedback has been passed on to our maintenance and housekeeping teams for review and appropriate action. We are also sorry that the outdoor pool was not at a comfortable temperature during your stay. We understand how disappointing this would have been, particularly as you had been advised that the pool was heated. Regarding the spa area, we apologise that the mess left by other guests was not attended to promptly. We understand your frustration, especially as the area remained affected over the weekend. Our pool and spa facilities should be regularly monitored and maintained to ensure they remain clean and enjoyable for all guests. Your comments regarding the overall condition and value of the apartment are also appreciated. We are continually reviewing our rooms, furnishings and facilities, and feedback such as yours helps us identify areas that require attention and improvement. We are sorry that these issues affected your overall impression of the property. We hope that the improvements made as a result of your feedback will give us an opportunity to provide you with a much better experience should you choose to stay with us again. Thank you again for your honest feedback. Kind regards, Lennon John Biscocho Hotel Management Team Mantra on Queen

Dear Nyree, Thank you for taking the time to share your feedback and for your continued support of our hotel. We’re delighted to hear that you continue to enjoy our convenient location and that you would recommend us to your friends, family and colleagues. It’s especially pleasing to hear that our team received such positive feedback, and we’ll be sure to pass your kind mention of James on to him. We also appreciate your honest comments regarding the room noise and our food offerings. We’re pleased that you’ve noticed the improvements we’ve been making with our dining options, and we’ll continue working to enhance the experience for our guests. Thank you again for being a valued ALL Accor member and for your ongoing relationship with us. We look forward to welcoming you back for another enjoyable stay. Warm regards, The Hotel Team

Dear Mr D., Thank you for taking the time to share your feedback following your recent stay with us at Mantra Hotel. We are delighted to hear that you had a good overall experience and that you were particularly pleased with our breakfast selection, arrival and check-in process, and the service provided by our team. It is also wonderful to know that you would recommend our hotel and the ALL Accor loyalty programme to others. However, we sincerely apologise for the cleanliness issue you encountered in your bathroom. We understand that finding insects is disappointing and does not reflect the high standards we aim to maintain. Your comments have been shared with our Housekeeping team and management for immediate attention, including a review of our cleaning and inspection procedures. We also appreciate your feedback regarding the difficulty you experienced when attempting to complete your booking through the ALL Accor app. We are sorry for the inconvenience and appreciate you bringing this to our attention. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back to Mantra Hotel and provide you with an improved experience on your next stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel

Dear Jason, Thank you for taking the time to share your feedback following your recent stay with us. We’re delighted to hear that you enjoyed your overall experience and particularly appreciated the cleanliness of the hotel, as well as our cleaning and towel service. It’s wonderful to know that our location close to the city also added to the convenience of your stay. We truly appreciate your continued support as an ALL Accor Silver member and your positive recommendation of both our hotel and the ALL loyalty programme. Your feedback is valuable to our team and encourages us to continue delivering a clean, comfortable and enjoyable experience for our guests. We look forward to welcoming you back on your next visit. Kind regards, The Hotel Team

Dear Marion, Thank you very much for taking the time to share your wonderful feedback following your recent stay with us at Mantra Hotel. We are delighted to hear that you enjoyed a comfortable stay and found our team obliging and attentive. It is especially pleasing to know that Ashleigh made a positive contribution to your experience. We will be sure to share your kind recognition with her. We also appreciate your positive comments regarding our booking process, accommodation, cleanliness, and overall service. Your perfect scores and recommendation are a great encouragement to our entire team. Thank you again for choosing Mantra Hotel and for your continued loyalty as a valued ALL Accor Gold member. We look forward to welcoming you back and providing another enjoyable stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel

Dear Alan, Thank you for taking the time to share your feedback following your recent stay with us at Mantra Hotel. We are delighted to hear that you enjoyed your room, the comfortable accommodation, and the view, and that you were pleased with the cleanliness and service provided by our team. We are, however, sorry to hear about your experience with our car park. We understand your concerns regarding the tight spaces and difficulty manoeuvring, particularly when larger vehicles are parked in adjacent bays. We appreciate you bringing this to our attention and will certainly take your comments into consideration as we look at ways to improve the parking experience for our guests. Thank you again for your valuable feedback and for being a valued ALL Accor Classic member. We hope to have the pleasure of welcoming you back to Mantra Hotel and providing you with another comfortable stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel

Thank you for taking the time to share your detailed feedback following your recent stay at Mantra on Queen. We are very sorry to hear that your experience fell well below expectations. The issues you have highlighted, particularly the slow and unattended reception, the bar being unavailable when you wished to use your complimentary drink voucher, and the condition of your room, are certainly disappointing and not the level of experience we want to provide. We also apologise for the empty bathroom amenity, the issue with the refrigerator cabinet door, and the lack of recognition of your Platinum status. As a valued ALL – Accor Live Limitless Platinum member, you should have felt recognised and welcomed during your stay, and we regret that we fell short in this regard. Your comments have been shared with the relevant teams, particularly regarding reception coverage, room maintenance and amenities, and the consistency of our loyalty recognition. We appreciate you bringing these matters to our attention, as this gives us an opportunity to address them. We are pleased that you continue to have confidence in the ALL loyalty programme, as reflected in your 7/10 rating, and we sincerely hope we have the opportunity to provide you with a much better experience on a future visit. Kind regards, The Mantra on Queen Team

Dear Mr J., Thank you for taking the time to share your detailed feedback following your recent stay with us. I sincerely apologies that your experience did not meet the standard you expected from an Accor property. I understand your disappointment, particularly with the condition of the room and the maintenance issues you encountered. The lack of a curtain or blind on the kitchenette window is a significant privacy concern, and I am also very sorry about the missing shower screen, which resulted in the bathroom floor becoming flooded each time the shower was used. These are not the standards we want our guests to experience. I also apologies for the parking charge being initially applied when no parking space was available. Although this was removed before your departure, I appreciate that it should not have been charged in the first place. Please be assured that your feedback has been shared with our Maintenance and Operations teams so these issues can be investigated and addressed. We will also review the condition of the apartment to ensure any required maintenance is completed. As a valued ALL Gold member, we genuinely appreciate your loyalty, and I am particularly sorry that this stay fell short of your expectations. Thank you for bringing these matters to our attention, as your feedback gives us an opportunity to improve. We hope to have the opportunity to provide you with a much better experience should you choose to stay with us again. Kind regards, Lennon John Biscocho Front Office Manager

Dear Margaret, Thank you for taking the time to provide such detailed feedback about your recent stays with us. I am sincerely sorry that your experience was so disappointing, particularly as you stayed with us twice within the same week. We clearly fell short of the standard you should expect from us. I apologies for the repeated issues with the television reception. Having experienced the same problem during both stays, including both TVs not working during your second stay, would have been extremely frustrating. I have shared this feedback with our Maintenance team so the antenna and television connections can be thoroughly investigated. I am also sorry about the confusion and disappointment regarding breakfast. We understand that our breakfast inclusions were not clearly communicated, particularly regarding the additional charges for items such as tea and orange juice. We will review how this information is communicated to guests at the time of booking and ordering. I also apologies that the breakfast credit you were advised would be processed has not yet been received. We will follow this up with the relevant team to ensure this is investigated. Your comments regarding reception coverage and the condition of the bathrooms have also been noted and will be shared with the appropriate teams. We truly value your loyalty as an ALL-Classic member, and I am particularly disappointed that your recent experience has affected your confidence in staying with us again. Your feedback is important to us and will help us identify where we need to improve. Please accept our sincere apologies for the inconvenience and frustration caused during your stays. We hope that, should you decide to stay with us again, we will have the opportunity to provide you with the experience you originally expected. Kind regards, Lennon John Biscocho Front Office Manager

Dear Brett, 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 comfortable stay while visiting family in Brisbane. It is wonderful to see that you rated your accommodation, cleanliness, our team, and your arrival and departure experiences so highly. We also appreciate your 9/10 recommendation and your positive feedback regarding our sustainability efforts. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you and your family back to Brisbane in the future. Kind regards, Lennon John Biscocho Front Office Manager

Dear Mr. Gennaro, Thank you for taking the time to share your detailed feedback following your recent stay with us. I am sorry to hear that your experience did not fully meet your expectations. In particular, I apologies for the traffic noise, the stale smell in the apartment, the issues with the TV reception, and the condition of the carpet, furniture and bathroom. I also apologies that a doona was not provided on the bed and that you had to use an additional blanket to keep warm. I understand how disappointing it would have been to also have to contact us directly to obtain your tax invoice after being advised that it would be emailed to you. We certainly appreciate that this created unnecessary inconvenience, particularly when travelling for business. Please be assured that I have shared your comments with our Housekeeping and Maintenance teams so that the apartment condition, bathroom, TV reception and bedding arrangements can be reviewed and addressed. We will also review the process for issuing tax invoices to ensure this is handled correctly in future. We truly appreciate your loyalty as an ALL-Accor member, and I am pleased to see that you found our team and the check-out experience positive. Your feedback is very valuable to us as we continue working to improve our guest experience. Should you be staying with us again, please feel free to contact me directly and I would be happy to assist with your arrangements. Kind regards, Lennon Front Office Manager

Dear Susan, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to hear that you enjoyed your comfortable and well-appointed room, our convenient location, and the easy check-in experience. It is also great to know that you found the apartment clean and tidy, and that our team made a positive impression during your stay. We sincerely apologies for the inconvenience caused by the missing kitchen sink plug. We will have this checked and replaced to ensure it is available for our guests. We also appreciate your feedback regarding the washing machine location and will take this into consideration when reviewing the guest experience. Thank you again for your loyalty as an ALL-Accor member and for giving us a 10/10 recommendation. We look forward to welcoming you and your family back to Mantra on your next visit to Brisbane. Kind regards, Lennon Front Office Manager

Dear David, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed the convenient location and found your self-contained apartment comfortable. It is also great to know that your booking experience through the Qantas app was easy and that you were happy with the check-out process. We sincerely apologise for the delay you experienced at reception during check-in. We understand how frustrating it can be to wait for assistance after arriving, and we appreciate you bringing this to our attention. Your feedback has been shared with our team as we continue to improve the arrival experience for our guests. Thank you again for your valuable feedback and for recommending us. We hope to have the opportunity to welcome you back and provide you with an even more seamless stay next time. Warm regards, Lennon John Biscocho The Management Team

Dear Gamini, Thank you very much for your wonderful 100/100 review and for taking the time to share your experience with us. We are delighted to hear that you had such a great stay and enjoyed our well-organised facilities and convenient location close to Brisbane’s CBD attractions. It is also lovely to know that you enjoyed the café on the ground floor and found it to be a great place for breakfast. Your perfect scores across all areas are a wonderful compliment to our team, and we are especially pleased to know that your arrival, accommodation, cleanliness, breakfast and overall service all met your expectations. Thank you again for your kind recommendation. We truly appreciate your support and look forward to welcoming you back for another wonderful stay in Brisbane. Kind regards, Reception