Dear Joddi G., Thank you for your kind words regarding our location and the warm welcome you received. We appreciate your understanding regarding the room upgrade and are pleased that you enjoyed the service and breakfast variety. Your feedback is invaluable to us. Best regards, Mosese Rokolaqa Peppers Bluewater Resort Lake Tekapo

Dear Sunny D., Thank you for your kind feedback regarding your recent stay in our Lake view Suite. We are delighted to hear that you appreciated the superb views, spacious accommodations, and the warmth provided by the heaters. It is also wonderful to know that our team made a positive impression and that you enjoyed the complimentary ski pass. Your satisfaction is important to us, and we look forward to welcoming you back for another enjoyable stay. Best regards, Mosese Rokolaqa Peppers Bluewater Resort Lake Tekapo

Dear Oi N. L., Thank you for your kind words regarding your recent stay at Peppers Bluewater Resort Lake Tekapo. We are delighted to hear that you enjoyed the spacious accommodations and the stunning scenery. Your positive feedback motivates us to continue providing exceptional experiences for our guests. Regards, Peppers Bluewater Resort Lake Tekapo

Dear Paul K., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you found our facilities comfortable and clean, and that our reception staff provided commendable service. Your satisfaction is our top priority, and we look forward to welcoming you back in the future. Best regards, Mosese Rokolaqa Duty Manager Peppers Bluewater Resort Lake Tekapo

Dear Leanne H., Thank you for your kind words regarding your recent stay. We are delighted to hear that you had a fantastic experience and appreciated our staff and food. Your feedback is greatly valued and motivates us to continue providing excellent service. Kind Regards, Mosese Rokolaqa, Duty Manager, Peppers Bluewater Resort Lake Tekapo.

Kia ora Mr S., Thank you for taking the time to share your feedback with us and for rating your overall experience so highly. We are delighted to hear that you enjoyed the excellent location, amazing view, immaculate room, and the ease of your check-in and check-out. It is wonderful to know that our team also contributed positively to your stay. We sincerely apologise for the difficulties you experienced with navigating the parking area and locating your room. We appreciate you bringing this to our attention, and your comments will help us identify areas where we can improve the guest experience. Thank you again for your kind feedback and for recommending us. We hope to have the pleasure of welcoming you and your partner back for another excellent stay. Warm regards, Kate Betita- Duty Manager

Kia Ora Nigel, Thank you for taking the time to share your detailed feedback following your stay with us. I am sorry to hear that several aspects of your experience did not meet your expectations. Regarding the Mountain View room, our room descriptions and images are intended to represent the room category as accurately as possible, however views can vary between rooms due to the layout of the property. I apologise that the outlook from your room did not align with what you were expecting from the description and imagery provided. I am also disappointed to hear about the comments made by our breakfast team. Such remarks are not reflective of the service standards we expect from our staff, and I appreciate you bringing this to our attention. In addition, while breakfast service was nearing completion, food should still have been adequately replenished for guests dining within service hours. Your comments regarding the condition of the room, including the towels, wall scuffs and carpet stains, are appreciated. As you observed, we are currently undertaking a programme of room refreshes throughout the property, and your feedback helps us prioritise areas requiring attention. Most concerning is your experience with servicing of your room. Leaving the entrance door open while the room was unattended is not acceptable and I fully understand why this raised security concerns, particularly with your personal belongings remaining in the room. This matter will be addressed directly with our Housekeeping team to ensure proper procedures are followed at all times. I also apologise that the timing and standard of the room service did not meet your expectations. I am sorry that noise from the nearby housekeeping store and the shared doorbell also impacted your ability to rest during your stay. Guest comfort is extremely important to us, and I regret that these disturbances detracted from your overall experience. Thank you again for your valuable feedback. While I am pleased you found the room itself comfortable, it is clear that several aspects of your stay fell short. We appreciate the opportunity to review these concerns with our team as we continue to improve both our facilities and service delivery. Kind Regards, Surita Devi Front Office Manager

Dear Mr Zheng, Thank you for taking the time to share such detailed feedback. I am genuinely sorry to hear about your experience at Peppers Bluewater Resort, particularly as a valued Accor Platinum and Accor Plus member who chose to stay and dine with us based on your trust in the Accor brand. We take the concerns you have raised, particularly those regarding the possibility of discriminatory treatment, extremely seriously. Following receipt of your feedback, we have carefully reviewed the available CCTV footage and spoken with the relevant team members in an effort to better understand the incidents described. Based on the CCTV footage we have been able to review, we have unfortunately been unable to identify the specific interaction at the restaurant as outlined in your review. As we want to ensure this matter is investigated fully and thoroughly, we would sincerely appreciate it if you could contact us directly and provide any further information that may assist us, such as the approximate time and date of the incident, a description of the team members involved, or any other details you believe may help us identify the interaction. This will allow us to conduct a more comprehensive investigation and ensure that your concerns are properly addressed. We are genuinely sorry that your overall experience left you feeling unwelcome and uncomfortable. Regardless of the circumstances surrounding the individual incidents, this is not how we want any guest to feel when staying or dining with us. Should you consider returning to Lake Tekapo, I would be very pleased to personally oversee your booking and stay to ensure that your experience with us is a much more positive one. Once again, thank you for bringing your concerns to our attention. We take allegations such as these very seriously and would welcome the opportunity to speak with you directly so that we can investigate the matter further. Kerry Dangers | Operations Manager Peppers Bluewater Resort

Dear Mr S., Thank you for your review. As previously communicated directly with you via email on 11 August, we have already addressed your concerns regarding your dining experience and provided a full refund of your F&B charges. We are disappointed that your overall experience did not meet expectations, but appreciate you taking the time to share your feedback. Kerry Dangers | Operations Manager Peppers Bluewater Resort

Kia ora Mr S., Thank you for taking the time to share your detailed feedback following your family stay with us at Peppers Bluewater Resort. We are pleased to hear that you enjoyed your accommodation, cleanliness, Wi-Fi, and overall experience, and we sincerely appreciate your loyalty as a Platinum member of Accor Live Limitless. We are, however, sorry to hear that the quality of our breakfast did not meet your expectations. We appreciate your specific comments regarding the over-fried hash browns, dry bread, undercooked sausages, and the cold and tasteless fried rice. Your feedback is very valuable, and we will share these comments with our Food & Beverage team for review and improvement. Thank you again for bringing this to our attention. We hope to have the opportunity to welcome you and your family back and provide a more enjoyable dining experience on your next stay. Kind regards, Kate Betita- Duty Manager

Kia Ora Laurence, Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you found the three-bedroom villa spacious, clean and well suited to your family. Our larger villas are designed to provide families and groups with plenty of space and comfort, so it is great to know this worked well for your needs. We appreciate your comments regarding the layout of the property and the difficulty in locating your villa. We understand that the resort's design can be a little confusing, particularly for first-time guests. We will continue to look at ways of making directions and signage clearer. We also acknowledge your feedback regarding the parking spaces being tight and appreciate the inconvenience this may have caused. Thank you again for your valuable feedback. We hope to have the pleasure of welcoming you and your family back to Peppers Bluewater Resort. Kind Regards, Peppers Bluewater Resort Management

Dear Sagy P. M., Thank you for your kind words regarding our service. We appreciate your feedback about the room amenities and understand your desire for additional seating. Your comments will be valuable as we continually assess our guest experience. Regards, Peppers Bluewater Resort Lake Tekapo

Kia ora Amanda, Thank you for taking the time to provide such detailed feedback, and we are very sorry that your stay with us was the most disappointing part of your New Zealand trip. Firstly, let me start by thanking you for your commitment to Accor, as a Platinum member you have trusted and supported a number of our properties with numerous stays, we want to take this initial opportunity to thank you for that trust and commitment which is why your recent experience is so bitterly disappointing to hear. We sincerely apologise for the frustration caused by the payment communication. As an Accor property, we appreciate how disappointing it would have been to receive payment requests when your reservation had already been paid at the time of booking. Our reception team should have taken greater ownership of the matter rather than simply directing you to contact Head Office. We understand that, particularly as a Platinum member, you expected a more seamless and personalised level of service. Your comments have been shared with the relevant team so we can improve how these situations are handled in the future. We are pleased to hear that you were happy with the size and layout of your room and that it was presented in a clean condition following the recent painting. However, we are extremely concerned to hear about the hot water issue, particularly that your son came out of the shower upset because the temperature was fluctuating between extremely hot, freezing cold and stopping completely. This is certainly not the experience we want for any guest and is especially concerning from a safety perspective. We appreciate you notifying our reception team the following morning and specifically asking that the issue be addressed before the next guest arrived. We will follow up with our maintenance team to ensure the issue is investigated and rectified appropriately. We fully understand your disappointment given this was your most expensive accommodation during your six-night New Zealand trip. While we cannot change the experience you had, we genuinely appreciate you bringing these matters to our attention. Your feedback regarding both the payment handling and the hot water has been taken seriously and will be used to improve our service and operational standards. Once again, please accept our sincere apologies, and thank you for your loyalty as an Accor Platinum member. Kind Regards Surita Devi Front Office Manager

Dear Mckenzie, Thank you for taking the time to share your feedback. I am very sorry that you found blood stains on your sheets and that, despite bringing this to the attention of Reception, it took the team most of the day to replace them. This is certainly not the standard of cleanliness or service we expect to provide. I also apologise that the TV had not been connected when you arrived. Having paid a significant amount for your stay, I completely understand how frustrating it would have been to encounter these issues. We appreciate you bringing these matters to our attention. I will be following up with both our Housekeeping and Front Office teams to ensure the importance of promptly addressing issues such as these is reinforced. Kind regards, Surita Devi Front Office Manager

Dear Murray F., Thank you for your kind feedback regarding the lovely rooms and outlook at Peppers Bluewater Resort Lake Tekapo. We are delighted to hear that you enjoyed your stay and the beautiful scenery. We look forward to welcoming you back in the future. Best regards, Peppers Bluewater Resort Lake Tekapo

Kia Ora Kerrie, Thank you for taking the time to share your feedback. We are sorry to hear that the room did not meet your expectations. We have nine different room types available, offering a range of sizes and facilities to suit different types of travellers. We are therefore unsure whether the full room details were reviewed at the time of booking through your travel agent. Our Hotel Petite rooms are specifically designed as a value-focused option for guests who are primarily out exploring the beautiful Mackenzie Country and looking for a comfortable place to rest between activities. We provide a full description of the room, including its size and features, on our website and to our travel partners so guests can select the accommodation that best suits their needs. For guests planning to spend two nights or more in the room, or those looking for a more spacious or luxurious accommodation experience, we would recommend one of our larger room categories. We do, however, acknowledge your comments regarding the noise from the room above and the cold food at breakfast. These are areas where we can improve, and your feedback has been shared with the relevant teams. We appreciate your feedback and hope you were still able to enjoy the stunning Mackenzie Country during your visit. Kind Regards Surita Devi Front Office Manager