Dear Dilhara, Thank you for taking the time to share your feedback. I am very sorry that your stay left you feeling so disappointed. In particular, I apologise for the experience you had with water flooding the bathroom late at night. Regardless of the cause, we should have responded more effectively and ensured that you felt properly supported, including considering a room move or further escalation where appropriate. I’m also sorry that the presentation of the study table did not meet your expectations on arrival. Your room should have presented in a way that gave you confidence in its cleanliness from the moment you entered. We have reviewed this incident with both our Front Office and Housekeeping teams. Moving forward, we will reinforce room presentation checks and ensure maintenance concerns are promptly inspected. Our Front Office team will also have clearer guidance on service recovery and escalation, including when alternative accommodation should be considered. We also acknowledge your comments regarding the use of towels during the incident and how this appeared inconsistent with our sustainability messaging. We understand your concern and will consider this as part of improving how similar situations are managed in future. Finally, I apologise for the incorrect email address recorded for your invoice and the additional frustration this caused at departure. There were clearly several points during your stay where we could have responded better. I am sincerely sorry that we did not recover the situation at the time and that you left Peppers Gallery Canberra with such a disappointing impression. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear James, Thank you for taking the time to share your feedback. I’m very sorry that your return stay with us was such a disappointing one. I completely understand your frustration with the hot water issue in Room 105. A hot shower is a basic expectation, and you should not have needed to raise the same concern twice before we were able to resolve it by moving you to another room. I’m also sorry that the way we communicated with you at the time left you feeling that your concerns were being dismissed. While our team did try to make things right with the room move, additional amenities and a bottle of wine, I appreciate that what mattered most was having the issue properly understood and resolved when you first brought it to our attention. Your comments about the refurbishment, dust, arrival experience and WiFi have also been heard. We know the current works are affecting the experience in ways that can be frustrating, and we need to do everything we can to make the parts within our control as seamless and comfortable as possible. Having welcomed you once before, I’m particularly sorry that your return visit left you with such a different impression of us. I hope that once our refurbishment is complete, we may have the opportunity to welcome you back and provide the experience you should have had this time. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Shelley, Thank you for taking the time to share your feedback. I’m particularly sorry that, having enjoyed your previous experience with us, this stay was so disappointing. I am very concerned to hear that you stood on a nail protruding from the carpet. This is a safety issue and should have received our immediate attention. When you brought this to our team, we should have taken ownership straight away — checking that you were okay, inspecting and securing the area, and ensuring the issue was properly followed through. I sincerely apologise that you were left feeling that no one knew how to help. I’m equally sorry that this continued when you sought assistance with the TV and WiFi, gym access and dining options. While our refurbishment is temporarily affecting some of our facilities, our team should still be able to listen, provide clear information and practical alternatives, and take ownership of your concerns rather than simply explaining the limitations. We have shared your feedback with the team, particularly around responding to guest concerns with greater ownership, empathy and follow-through. As a returning guest who has previously enjoyed staying with us, I’m genuinely sorry we let you down this time. I hope we have the opportunity to welcome you back in the future and restore the positive experience you previously associated with Peppers Gallery Canberra. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Mary, Thank you for your lovely feedback. We’re delighted to hear that you and your family had a comfortable and enjoyable stay, and particularly appreciate your kind rating of our team. Thank you for recommending us, and we look forward to welcoming you back to Peppers Gallery Canberra. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear L., Thank you for your wonderful feedback and for your loyalty as an ALL Silver member. We’re delighted to hear that you enjoyed your stay and, most importantly, found our team fantastic. It’s also great to know that you felt well recognised as an ALL member and enjoyed your welcome drink. Thank you for your perfect rating and recommendation. We look forward to welcoming you back to Peppers Gallery Canberra. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Kellie, Thank you for such wonderful feedback and for your continued loyalty as an ALL Platinum member. It means a great deal to hear that our team made you feel genuinely welcome and at home, particularly as someone who travels frequently. Your kind recognition of Manoj’s leadership and Louise’s attentive service is greatly appreciated, and I will make sure your comments are shared with them both. We’re also delighted that you enjoyed your upgraded room and found it spotless, comfortable and full of character. Thank you for your encouragement as we continue our refurbishment. We look forward to welcoming you back and sharing the next chapter of Peppers Gallery Canberra with you. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Han W., Thank you for sharing your feedback. We’re very pleased to hear that our team was supportive throughout your stay, particularly our Night team member who assisted you. I will make sure your kind recognition is shared with the team. I’m sorry, however, that the accommodation and overall facilities did not meet your expectations or represent good value for your stay. Our hotel is currently undergoing a significant refurbishment, including our guest rooms and public areas. Refurbishment information is provided through our booking channels and pre-arrival communications; however, we appreciate that the extent of the works may not have been clear to you prior to arrival. Thank you again for your feedback, and we hope to have the opportunity to welcome you back for a much-improved experience once our transformation is complete. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Evelyn, Thank you for your feedback and, especially, for choosing to stay with us again. We’re pleased to hear that you continue to enjoy our convenient location near ANU and Black Mountain, and that you found your room comfortable and quiet. It’s also lovely to hear that our team made a positive impression. Thank you for your encouraging comments about the refurbishment. We’re excited about the changes underway and look forward to welcoming you back to experience the refreshed hotel on a future visit. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ming Y., Thank you for taking the time to share such detailed feedback, and for your loyalty as an ALL Platinum member. I’m sorry that the room and current limited facilities did not meet your expectations. Your comments regarding the condition of the headboard, air conditioning, bed configuration and particularly the WiFi speed have been noted and shared with our relevant teams. A significant refurbishment is currently underway, and importantly, this includes our guest rooms as well as the hotel’s public areas. We recognise that some of our existing rooms are ready for an update, and addressing these areas is a key part of the transformation. We’re pleased that your room was clean and that your arrival experience went smoothly. We appreciate your constructive feedback and hope to have the opportunity to welcome you back once the refurbishment is complete. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Melissa, Thank you for taking the time to share such detailed feedback. We’re pleased that you found your stay comfortable and appreciated our convenient location. I’m sorry, however, that several aspects of the room design and service experience made your seven-night stay less practical than expected. In particular, your comments regarding the room lighting, bathroom layout, shower design, accessibility and lack of convenient facilities for a longer stay are valuable. Our current refurbishment includes our guest rooms, and feedback such as this is important as we continue to improve the overall guest experience. I’m also sorry that your multiple reservations were not handled more smoothly prior to arrival, and that the room service you requested during your stay was not completed thoroughly. These are areas within our control, and your feedback has been shared with our Front Office and Housekeeping teams. Thank you again for your constructive feedback. We hope to have the opportunity to provide you with a more seamless and comfortable experience in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Valentina, Thank you for your wonderful feedback and perfect rating. We’re delighted to hear that you had a comfortable stay and found our team friendly and helpful. It’s also great to know that your room was consistently clean and well presented throughout your stay. Thank you for recommending us, and we look forward to welcoming you back to Peppers Gallery Canberra. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear David, Thank you for taking the time to share your feedback. We’re pleased to hear that you found our Reception team friendly and helpful, but I’m sorry that the rate for your additional night left you disappointed with the overall value of your stay. Hotel rates can vary from night to night depending on demand and availability, and an additional night may therefore be priced differently from an existing business booking. We do, however, appreciate your feedback regarding the booking experience and understand your frustration that our team was unable to offer an alternative rate on this occasion. Thank you again for your feedback, and we’re sorry that this has affected your decision to stay with us in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Robert, Thank you for sharing your detailed feedback and for your continued loyalty as an ALL Gold member. I’m sorry that your arrival was made difficult by the temporary entrance, particularly arriving at night in the rain with luggage. We appreciate your comments regarding the arrival directions and internal signage, and agree that these need to be as clear as possible while the refurbishment is underway. I’m also sorry to hear that the toilet was not properly cleaned, and this has been shared with our Housekeeping team for follow-up. We’re pleased that you were otherwise comfortable with your accommodation and would consider staying with us again after the renovations. We hope to have the opportunity to welcome you back for a much smoother experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Anastasia, Thank you for your lovely feedback and for your loyalty as an ALL Silver member. We’re delighted to hear that you enjoyed our location and still had a positive experience despite the current refurbishment. We really appreciate your understanding and your kind ratings of our team, cleanliness and overall stay. We look forward to welcoming you back again. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Narelle, Thank you for taking the time to share your detailed feedback. I’m sorry that the current refurbishment and temporary closure of our usual food and beverage facilities impacted your experience. Information regarding the refurbishment is provided through our booking channels and pre-arrival communication; however, we appreciate that the extent of the temporary changes was not clear to you when booking. Your comments regarding the bathroom lighting, mirror placement, power points and minibar are particularly valuable, and we have shared these with the relevant team as we continue our refurbishment program. Thank you again for your constructive feedback. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Brian, Thank you for taking the time to share your feedback following your recent stay with us. I am very sorry that your experience fell well below your expectations. While our hotel is currently undergoing a significant refurbishment, I understand that the temporary reduction in facilities, particularly the absence of our usual in-house food and beverage services, affected the value and overall experience you felt you received. I am also disappointed to hear that our team came across as disinterested. Regardless of the limitations created by the refurbishment, warm, attentive and genuine hospitality remains entirely within our control, and I apologise that this was not your experience. Regarding the $100 pre-authorisation, this is our standard security deposit taken at check-in and is released following departure, subject to the processing time of the guest’s financial institution. However, I appreciate your feedback regarding how relevant this felt given the reduced facilities currently available. I am pleased that you found the cleanliness of your room to a good standard, but clearly this alone was not enough to provide the stay you expected. Your comments regarding the room condition, Wi-Fi, breakfast arrangements and overall value have all been noted as we continue both our refurbishment and operational improvements. Thank you for being candid about your experience. We recognise that we have considerable work to do to restore your confidence in Peppers Gallery Canberra, and I am sorry that we did not deliver a better stay on this occasion. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Daniel, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry that your room experience fell well below expectations. Your comments regarding the condition of the headboard, stained furniture, musty atmosphere and overall presentation are concerning, and I appreciate you bringing them to our attention. These are areas that should have been identified and addressed before the room was presented for arrival. I also apologise for the poor Wi-Fi performance and the limitations of the current television system. I understand how important reliable connectivity and in-room entertainment are, particularly for business travellers. As you noted, the hotel is currently undergoing a significant refurbishment, which includes our guest rooms as well as the public areas. We recognise that a number of the existing rooms are dated and that the refurbishment is necessary to bring the accommodation back to the standard our guests expect from Peppers. I am pleased to hear that you found our team pleasant, but I appreciate that good service alone could not make up for the issues with the room itself. Thank you again for your candid feedback. Your comments have been shared with our Housekeeping and Maintenance teams and will also be considered as we progress through the refurbishment. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

# Guest Review Response Dear Stacey, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry that our current refurbishment and the temporary closure of our restaurant and bar had such an impact on your experience. We understand that these facilities form an important part of a hotel stay, and I appreciate your disappointment with the limited services currently available on-site. While information regarding the refurbishment is provided through our booking channels and pre-arrival communication, we recognise that the practical impact can still be greater than guests anticipate once they arrive. Most importantly, thank you for your lovely comments about our team. It is wonderful to hear that despite the limitations of the hotel at present, our team made a positive impression and that your arrival and departure experiences went well. I will be very pleased to share your comments with them. We appreciate your patience while this significant transformation is underway and hope we may have the opportunity to welcome you back once the refurbishment is complete, when you can experience Peppers Gallery with its full facilities restored. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Bronwyn, Thank you for taking the time to share your feedback, and also for choosing to stay with us on multiple occasions over the past five years. I am sorry that the condition of the hotel has increasingly affected your experience and that this stay fell well below the standard you expected. Your comments regarding the air conditioning, room condition, bathroom, courtyard lighting and curtains are all valid concerns, particularly where they affected your comfort and ability to sleep. You are absolutely right that the property is in need of significant refurbishment. We are currently undertaking a major renovation program across the hotel, including guest rooms and public areas, to address many of the issues you have highlighted. I am pleased to hear that our team continues to leave a positive impression, and I will be sure to share your comments with them. At the same time, I recognise that good service alone cannot compensate for facilities that no longer meet expectations. Thank you also for your continued support as an ALL Silver member and for your honest feedback. We genuinely appreciate your loyalty and hope to have the opportunity to welcome you back once the refurbishment is complete and provide you with a much improved experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra