Dear Andrew, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had a great stay and rated your overall experience 90/100. It is fantastic to know that you enjoyed our convenient location in the heart of Parramatta, with easy access to shopping, restaurants, and the river. We are also pleased to hear that you found your studio room clean and comfortable, and that our team provided friendly and pleasant service throughout your stay. Your 100/100 ratings for check-in, cleanliness, our team, and check-out are greatly appreciated. Thank you also for recognising our sustainability efforts and the availability of complimentary water at Reception. We are glad these small touches contributed positively to your experience. Thank you again for choosing Mantra Parramatta. We appreciate your recommendation and look forward to welcoming you back for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear John, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet expectations. While we appreciate that you found our location convenient, we acknowledge your concerns regarding the availability of our dining facilities and housekeeping services on Saturdays. We apologise if the operating arrangements for our restaurant, bar, and housekeeping services were not clearly communicated prior to or during your stay. We understand that having this information in advance would allow guests to plan accordingly and avoid disappointment. Your feedback has been shared with our Front Office, Housekeeping, and Food & Beverage teams to review how these service arrangements are communicated to guests. We are also taking your comments regarding the WiFi speed into consideration and will continue to review opportunities for improvement. We appreciate your feedback as a valued ALL Silver member and sincerely regret that these aspects affected your overall experience. Thank you for bringing these concerns to our attention, and we hope to provide you with a more seamless experience on a future visit. Kind Regards, Mantra Parramatta Management Team

Dear Quentin, Thank you for taking the time to provide such detailed and constructive feedback. We are pleased to hear that you enjoyed our excellent location, found the booking process easy, and were happy with the cleanliness of your room. We also appreciate your kind comments regarding our housekeeping team and their friendly service. We sincerely apologise, however, for the issues you experienced with our breakfast service. We acknowledge your concerns regarding staff availability, delayed replenishment of food, uncleared tables, the breakfast room layout, and the lack of basic items such as spoons. We understand that these issues made the breakfast experience unnecessarily frustrating. Your detailed feedback has been shared with our Food & Beverage management team for review, including staffing, training, service flow, replenishment, and presentation standards. We are particularly sorry about the interaction regarding your breakfast payment after you had already checked out. Being contacted and asked to provide payment details without our team first confirming your booking and prepaid breakfast arrangements was not the appropriate way to handle the situation. We understand why this left a disappointing final impression of your stay. We are reviewing our breakfast payment verification process with the relevant teams to ensure prepaid inclusions are correctly checked before guests are contacted about payment. We also acknowledge your comments regarding the lighting throughout the hotel. Your observation that a number of lights were not functioning, particularly in the breakfast and common areas, has been shared with our Maintenance team for inspection and follow-up. We agree that maintaining appropriate lighting is important for both guest comfort and presentation. Your feedback regarding the WiFi connection has also been noted. We apologise that the connection repeatedly slowed or stalled, particularly as you were relying on it during your stay. This has been referred to our technical team for review. We appreciate your comments regarding sustainability and understand your suggestion about providing an additional towel where required while still encouraging guests to reuse towels. We will share this with the relevant team as part of our ongoing review of how we balance sustainability initiatives with guest comfort. We also acknowledge your comments about the tired appearance of some of the high-traffic areas and will continue to review opportunities to refresh these spaces. Thank you again for your detailed feedback. While there were several aspects of your stay that were positive, we recognise that the breakfast service, payment communication, WiFi, and maintenance concerns affected your overall experience. We sincerely apologise for these shortcomings and will ensure your feedback is shared with the relevant teams so that meaningful improvements can be made. Kind Regards, Mantra Parramatta Management Team

Dear Alia, Thank you for taking the time to share your detailed feedback. We are pleased to hear that you found the room comfortable overall and that our team provided excellent service, with a 100/100 rating for our team. We truly appreciate your positive comments regarding our staff. We are sorry, however, to hear about the issues that affected your comfort during your stay. We acknowledge your concerns regarding the air conditioning not operating effectively, the noise level, the room temperature, and the hallway odour. We understand how frustrating it would have been to return from a day of work expecting a cool and comfortable room, only to find it warm again after the spare key was removed. We also apologise for the inconvenience caused when the spare key was removed after servicing. We understand that you had arranged this specifically to keep the room comfortable while you were away, and we appreciate that this impacted your return experience. Your feedback has been shared with our Maintenance and Housekeeping teams for review. We will ensure the air conditioning is inspected and that the concerns regarding the hallway presentation and room servicing procedures are followed up. We also acknowledge your comments that the room felt a little outdated. Your feedback has been shared with Management as part of our ongoing review of room improvements. Thank you again for your honest feedback. We appreciate you recognising the positive service from our team, and we hope to have the opportunity to provide you with a more comfortable experience on your next visit. Kind Regards, Mantra Parramatta Management Team

Dear Robin, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had an excellent family stay and rated your overall experience 100/100. It is wonderful to know that you found our location convenient, particularly for your visit to the hospital, and that the room was exactly what you needed and well appointed. We are especially pleased to hear your kind comments about our team and that our staff were helpful throughout your stay. Your 100/100 ratings across check-in, accommodation, cleanliness, service, check-out, and sustainability efforts are greatly appreciated. We are also thrilled that you enjoyed your ALL Gold member recognition, including your welcome drink, welcome amenity, and room upgrade. Thank you for recognising our efforts to provide a personalised experience for our valued members. Thank you again for being a valued ALL Gold member and for your 10/10 recommendation. We truly appreciate your support and look forward to welcoming you and your family back to Mantra Parramatta for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Corrine, Thank you for taking the time to share such wonderful feedback. We are truly delighted to hear that you have continued to choose Mantra Parramatta for your Sydney visits over the past five years and that you consistently enjoy your stays with us. It is incredibly rewarding to know that you find our rooms clean and comfortable and our location, just a short walk from Parramatta Station, so convenient. We are especially grateful for your kind words about our team. Your recognition of the staff as kind, courteous, professional, and a pleasure to deal with means a great deal to us and will certainly be shared with the team. Thank you for your continued loyalty, your 10/10 recommendation, and for making Mantra Parramatta your preferred place to stay. We look forward to welcoming you back for many more stays. Kind Regards, Mantra Parramatta Management Team

Dear Peter, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you and your wife enjoyed your two-night stay and appreciated the room upgrade. It is wonderful to know that you found the accommodation spacious and comfortable and that, having stayed with us several times, you continue to choose Mantra Parramatta for your visits. We are especially pleased to see your 100/100 ratings for our team, check-in, and check-out. Your continued loyalty and kind comments are greatly appreciated. We also appreciate your helpful suggestions regarding the kitchen bowls and the limited tissues and toilet paper. We understand that these small details can make a difference, particularly when guests have allergies or are staying for multiple nights. Your feedback has been shared with our Housekeeping team to review room amenity levels and ensure essential supplies are adequately stocked before arrival. Thank you again for being a valued ALL Classic member and for your continued support. We look forward to welcoming you and your wife back for another enjoyable stay Kind Regards, Mantra Parramatta Management Team

Dear Xu S., Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet expectations. While we are pleased that you found our location convenient, we acknowledge the concerns you experienced with the room and facilities. We particularly apologise for the noisy air conditioning and unstable hot water temperature. These are important aspects of guest comfort and should be operating correctly. Your feedback has been shared with our Maintenance team for inspection and follow-up to ensure the air conditioning and hot water systems are functioning properly. We also acknowledge your comment regarding the tissue box and bathroom amenities. We appreciate that having tissues conveniently available in the room is important, particularly for business travellers, and we will review how these amenities are presented and stocked. We are also sorry that your check-in, check-out, and interactions with our team did not meet expectations. Your feedback has been shared with our Front Office team to review our service standards and identify areas where we can improve. Thank you again for bringing these matters to our attention. We sincerely apologise for the inconvenience caused and will ensure the relevant teams follow up on the issues raised to improve the experience for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Danielle, Thank you for taking the time to share your feedback, particularly as a returning guest and valued ALL Silver member. We are sorry to hear that your recent stay in the apartment side did not meet the standard you have experienced with us previously. We understand how disappointing it would have been to stay for three nights without receiving fresh towels, additional toilet paper, or room servicing. We acknowledge that clear communication regarding housekeeping arrangements is important, and we apologise if the available servicing options were not explained to you or if your requests were not properly followed up. Your feedback has been shared with our Housekeeping and Front Office teams to review how apartment servicing and guest requests are communicated and managed. We also note your comments regarding the size and comfort of the bed compared with our hotel-side rooms. We understand that this can make a significant difference to the overall comfort of your stay, and your feedback has been shared with Management for consideration. We are pleased to see that you rated our team, check-in, and check-out highly, and we appreciate your recognition of the staff who assisted you. As you have stayed with us many times, we particularly regret that this experience has affected your perception of the apartment side. We value your continued loyalty and hope we can provide you with a more consistent and comfortable experience on your next visit. Thank you again for bringing these concerns to our attention. Kind Regards, Mantra Parramatta Management Team

Dear G. Gandhi N. N., Thank you for taking the time to share your detailed feedback. We are sincerely sorry that your experience did not meet expectations, particularly as an ALL Classic member and a returning Mantra guest. We understand your frustration with the issues you encountered at Reception, including the confusion around your prepaid booking and the security bond. A guest should never feel as though they are being asked to pay twice, and our team should be able to confidently verify the booking and payment details before requesting any further payment. We also apologise for the difficulty you experienced with the room key and parking access, as well as the fact that a welcome drink was not offered. We understand that consistent recognition of ALL members is important, and your feedback has been shared with our Front Office team to reinforce the correct procedures. We are pleased to hear that you found the room clean and that there were no concerns with its general presentation. However, we acknowledge your concerns regarding the poor WiFi connection, bathroom water leak, flushing system, and refrigerator switching off when the room key was removed. We understand how particularly frustrating the WiFi issue would have been while travelling for business and needing to use your laptop. Your maintenance concerns have been shared with our Maintenance team for inspection and follow-up, while our technical team will review the WiFi performance in the affected room. We also acknowledge your comments regarding the television and gym facilities and have shared these with the relevant teams for consideration and improvement. Most importantly, we apologise for the service and communication issues you experienced at Reception. Your feedback regarding staff training and the need to properly review booking types before creating another booking has been taken seriously. We are reinforcing the importance of checking the reservation, payment status, and guest entitlements carefully before taking further action. We appreciate your honest feedback and recognise that, although some aspects of your stay were positive, the combination of these issues significantly affected your overall experience. We sincerely apologise that we did not provide the level of service you have experienced at other Mantra properties. Thank you again for bringing these matters to our attention. We will ensure the relevant teams follow up on the concerns raised and use your feedback to improve our service and member experience. Kind Regards, Mantra Parramatta Management Team

Dear Wai H. C., Thank you for taking the time to share your detailed feedback. We are sorry to hear that your stay fell below expectations. We acknowledge your concerns regarding the waiting time at check-in and check-out, the leaking washing machine, the dim lighting, and the dated furniture. Your feedback has been shared with our Front Office, Housekeeping, and Maintenance teams for review and follow-up. We understand your frustration with having to wait in line, particularly when only one team member is available at Reception. We will review our staffing and coverage during peak periods to help reduce waiting times and provide a more efficient arrival and departure experience. We also apologise for the issue with the washing machine and will ensure this is inspected by our Maintenance team to identify and rectify the leak. Regarding the train noise, we completely understand how disruptive this can be, particularly when trying to sleep. Unfortunately, due to the hotel's central location and close proximity to the railway line, we cannot control the noise generated by passing trains. However, we appreciate your feedback regarding the windows and will continue to review opportunities to minimise external noise where possible. We can also take room preferences into consideration where available for guests who require a quieter environment. We are sorry to hear that you did not find our team as friendly as expected. Providing warm and professional service is very important to us, and your feedback has been shared with the Front Office team for further review. Thank you again for your honest feedback. We appreciate you bringing these matters to our attention and will ensure the issues within our control are followed up and addressed. Kind Regards, Mantra Parramatta management Team

Dear Darren, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had an excellent stay and rated your overall experience 100/100. It is fantastic to know that you enjoyed every aspect of your visit, including your accommodation, cleanliness, breakfast, WiFi, and the service provided by our team. We are especially pleased that you appreciated your welcome gift. It is wonderful to know that this small gesture made a positive impression and helped make your stay more enjoyable. Thank you also for being a valued ALL Platinum member and for your 10/10 recommendation. Your kind feedback and continued loyalty are greatly appreciated by the entire team. We look forward to welcoming you back to Mantra Parramatta for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Hazel, Thank you for taking the time to share your detailed feedback. We are pleased to hear that you appreciated our convenient location and found it close to everything you needed during your family stay. However, we sincerely apologise for the issues you experienced with housekeeping and towel replacement. We understand how frustrating it would have been to request daily room servicing and then wait almost two hours for fresh towels when the room had not been serviced. This is certainly not the level of service we aim to provide. Your feedback has been shared with our Housekeeping and Front Office teams to review how servicing requests are recorded, communicated, and followed up to ensure they are actioned in a timely manner. We also acknowledge your comments regarding breakfast. We apologise for the delays in replenishing food and understand that guests should not have to wait for basic items to be refilled during breakfast service. Your suggestion for greater variety and different options each day has also been shared with our Food & Beverage team for consideration. We appreciate your positive feedback regarding our check-in, accommodation, WiFi, and overall team service, as well as your continued support as an ALL Gold member. We recognise that the housekeeping delays and breakfast experience significantly affected your overall stay. Thank you for bringing these matters to our attention. We will ensure the relevant teams follow up and work towards improving these areas for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Graham, Thank you for taking the time to share your detailed feedback. We are delighted to hear that you had a comfortable stay and appreciated the spacious one-bedroom apartment, convenient location, and friendly service from our team. It is wonderful to know that you found it easy to access Westfield, public transport, and the many dining and shopping options nearby. We are particularly pleased to see your 100/100 ratings for our team, check-in, check-out, and WiFi, and we truly appreciate your recognition of the entire team’s efforts. We do, however, apologise that the apartment was dusty on arrival, particularly around the bedside tables. We understand that a room should be thoroughly checked and freshened before every guest arrival, especially if it has been vacant for some time. Your feedback has been shared with our Housekeeping team, and we are reinforcing our room inspection and cleaning procedures to ensure greater attention to detail. Thank you again for your valuable feedback and for being a valued ALL Gold member. We are thrilled to hear that you would stay with us again and look forward to welcoming you back to Mantra Parramatta.

Dear Nicole, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had a very positive family stay and rated your overall experience 90/100. It is great to know that you found your room clean and comfortable and appreciated our convenient location close to the train station and shops. We are especially pleased to hear that our Front Office team were helpful and friendly. Your positive comments about their service will be shared with the team as recognition of their efforts. We also appreciate your strong ratings across cleanliness, accommodation, check-in, check-out, and your overall experience. Thank you for being a valued ALL Classic member and for your 9/10 recommendation. We look forward to welcoming you and your family back to Mantra Parramatta for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Poppy, Thank you for taking the time to share your detailed feedback. We are delighted to hear that you enjoyed our excellent location and appreciated how close we are to Westfield, trains, and buses. We are especially pleased to hear about the positive service you received from our team member on Friday evening. We are glad he was able to respond quickly to the smoke concern and arrange a room move for you, particularly given your partner’s asthma. Your kind recognition will certainly be shared with him and the wider team. We are sorry, however, that you experienced smoke in your original room and apologise for the discomfort this caused. We take concerns regarding smoke and room air quality seriously and will ensure this feedback is followed up with our Housekeeping and Front Office teams. We also acknowledge your comments regarding the breakfast selection and temperature of the food. Your feedback has been shared with our Food & Beverage team to review food replenishment and temperature checks during service. We apologise as well for your check-out experience. We understand that guests should feel acknowledged and welcomed right through to departure, and we are sorry that you felt the team member did not give you appropriate attention when you returned your keys. This has been shared with our Front Office team for follow-up. Finally, we are sorry that the WiFi connection was poor and unreliable in both rooms. We understand how frustrating this would be, and your feedback has been escalated to our technical team to investigate the connection speed and reliability. Thank you again for your valuable feedback and for recognising the team member who went above and beyond to assist you. We appreciate the opportunity to improve and hope to welcome you back for an even better experience in the future. Kind Regards, Mantra Parramatta Management Team

Dear Jung, Thank you for taking the time to share your feedback. We are delighted to hear that you had a positive stay and rated your overall experience 90/100. It is wonderful to know that you enjoyed our great location and found our team and service excellent. We are also pleased that you enjoyed the breakfast and had a smooth check-in and check-out experience. We do apologise, however, that the bathroom bin had not been emptied prior to your arrival. This is a clear housekeeping oversight and not the standard we expect. Your feedback has been shared with our Housekeeping team, and we are reinforcing our room inspection procedures to ensure all areas are thoroughly checked before guests arrive. We also acknowledge your comments regarding the room being a little dated and cold. These have been shared with our Maintenance and Management teams for consideration and follow-up. Thank you again for your continued support as an ALL Platinum member. We truly appreciate your 9/10 recommendation and look forward to welcoming you and your family back to Mantra Parramatta. Kind Regards, Mantra Parramatta Management Team

Dear Luong, Thank you for taking the time to provide such detailed feedback. We are sorry to hear that your experience during the conference did not meet expectations. We understand your frustration regarding the interaction with our catering team when you reported that the ladies’ bathroom had run out of toilet paper. While it may fall under another department’s responsibility, we agree that a guest should not simply be redirected without the matter being taken ownership of and promptly resolved. We will reinforce with our team the importance of employee ownership and working together to resolve guest concerns, regardless of departmental responsibilities. We also acknowledge your comments regarding the room presentation, including the darker colours and the overall dated appearance. Your feedback has been shared with Management as part of our ongoing review of the property and opportunities for improvement. We are particularly concerned about your comments regarding the shower and the water spraying onto the bathroom floor, creating a potential slipping hazard. This has been referred to our Maintenance team for inspection and corrective action. We also apologise that you had to follow up a week later to obtain your invoice. This should have been provided promptly at departure, and we are reviewing this with our Front Office team to improve our follow-up and ensure requested documentation is sent without unnecessary delays. We appreciate your comments regarding the importance of every customer-facing team member demonstrating that we are one team and that we care about our guests. This is valuable feedback, and we will use it to reinforce our service standards across all departments. Thank you again for bringing these matters to our attention. We sincerely apologise for the shortcomings you experienced and will ensure the relevant teams follow up on the areas raised. Kind Regards, Mantra Parramatta Management Team

Dear Amanda, Thank you for taking the time to share your feedback. We are delighted to hear that you had a fabulous stay overall and rated your experience 90/100. It is wonderful to know that you enjoyed the clean, fresh, and inviting accommodation, as well as our breakfast, WiFi, convenient booking process, and friendly service. Your 100/100 ratings across accommodation, cleanliness, breakfast, team service, check-in, and check-out are greatly appreciated. We sincerely apologise, however, for the disruption caused by the 3:30am evacuation. We understand how unsettling it would have been to be woken and required to evacuate in the middle of the night. While the incident itself was unexpected, we recognise the significant impact it can have on a guest's rest and overall stay. We are particularly pleased that, despite this unfortunate incident, you still described your experience as fabulous and would recommend us. Thank you for your understanding and for being a valued ALL Classic member. We look forward to welcoming you back to Mantra Parramatta for another fabulous stay—hopefully without any late-night interruptions. Kind Regards, Mantra Parramatta Management Team