Bonjour Joanne, Thank you for taking the time to share your feedback following your recent family stay with us. We are delighted to hear that you enjoyed your mini break, particularly our location, service, breakfast and pool facilities. We appreciate your feedback regarding the difficulty in arranging the room configuration online and understand the inconvenience of needing to make multiple calls to the hotel. We have also noted your comments regarding the condition of the rooms and the lack of smart TV functionality. We are currently in discussions with our owners regarding future capital enhancements to the property, including opportunities to further improve and refresh our guest rooms and public areas. While these discussions are ongoing, we are unable to provide a confirmed timeline for any future works. Your feedback regarding in-room technology has also been shared with the relevant teams for consideration. We are pleased that you felt well recognised as a valued ALL – Accor Live Limitless Gold member and enjoyed your welcome drink and amenity. Thank you again for your continued loyalty and for sharing your constructive feedback. We look forward to welcoming you and your family back for another enjoyable mini break in the future. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Terry, Thank you for taking the time to share such wonderful feedback following your recent stay with us. We are delighted to hear that you enjoyed our location and facilities, and that our team provided such a warm and helpful welcome from the moment you arrived. We are especially grateful for your generous recognition of so many members of our team across Bistro on3, Reception, Room 81 and TCs Bar. Your detailed acknowledgment of Jamaica, Eko, Mayumi, Van, Lauren, Amy, Reinout, Keeta, Candice, Sven, Michael, Viggy, Ryan, Jade, Ross, Tracey and Grace will be shared with each of them and their respective teams. Feedback such as yours is incredibly meaningful to our colleagues. It is also wonderful to hear that you appreciated the cleanliness of the hotel, breakfast, facilities and our sustainability initiatives, particularly the reuse of towels, eco-friendly amenities and reusable drink containers. We sincerely appreciate your continued loyalty as a valued ALL – Accor Live Limitless Platinum member and are delighted that your experience was seamless from arrival through to departure. Thank you again for your kind words and for choosing Sofitel Gold Coast Broadbeach. We look forward to welcoming you back again soon. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Dema, Thank you for taking the time to share your wonderful feedback following your recent family stay with us. We are delighted to hear that you enjoyed our convenient location and found our team to be awesome throughout your stay. It is fantastic to know that you were pleased with your accommodation, cleanliness, check-in and departure, as well as the overall value of your stay. We truly appreciate your kind words about our team and will be sure to share them with our colleagues. We also appreciate your feedback regarding WiFi connection speed. We understand how important reliable connectivity is and have shared your comments with the relevant team for review. Thank you again for your continued loyalty as an ALL – Accor Live Limitless Classic member and Accor Vacation Club member. We look forward to welcoming you and your family back to Sofitel Gold Coast Broadbeach. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Ben, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found our team welcoming and efficient, and that you enjoyed the cleanliness of the hotel, WiFi and overall service throughout your stay. We are sorry, however, that your experience did not reflect the level of value or Sofitel experience you expected. We understand your comments regarding the accommodation pricing and the perception of the property, and appreciate you sharing this candidly. We also acknowledge your feedback regarding the parking costs and understand the impact this can have on the overall value of your stay. Our parking services are operated in partnership with an external supplier, and we are continuing to work with them regarding the pricing. We sincerely appreciate your continued loyalty as a valued ALL – Accor Live Limitless Platinum member. Your feedback is important to us and has been shared with the relevant teams as we continue to look for opportunities to improve. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide a more memorable Sofitel experience in the future. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Joss, Thank you for taking the time to share your wonderful feedback following your recent weekend stay with your wife. We are delighted to hear that you enjoyed an easy, efficient and enjoyable experience with us, and that you found the hotel clean and our team friendly and welcoming. We are especially pleased to hear your kind recognition of our room attendant and Sven at reception. Your compliments will certainly be shared with them and the wider team. We are also delighted that you enjoyed your welcome drink and experienced seamless recognition as a valued ALL – Accor Live Limitless Gold member. We appreciate your positive feedback regarding our sustainability initiatives and concierge service as well. Thank you again for your continued loyalty and for choosing Sofitel Gold Coast Broadbeach. We look forward to welcoming you and your wife back for another enjoyable stay. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Anthony, Thank you for sharing your feedback. We sincerely apologise for the distress and disappointment you experienced during your stay. The behaviour you described and the lack of timely intervention clearly fell short of the safe and enjoyable experience we strive to provide. We greatly value your long-standing loyalty to Accor and are sorry that we did not meet your expectations on this occasion. Our Hotel Manager will make contact with you directly to discuss your experience further. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Craig, Thank you for taking the time to share your feedback following your recent family stay with us. We are pleased to hear that you enjoyed our location and found our team to be doing a good job, as well as appreciating the cleanliness of your room. We are sorry, however, that the condition of the room, bed and television did not meet your expectations or provide the 5-star experience you anticipated. We understand how these aspects can have a significant impact on the overall comfort and value of your stay. We are currently in discussions with our owners regarding future capital enhancements to the property, including opportunities to further improve and refresh our guest rooms and public areas. While these discussions are ongoing, we are unable to provide a confirmed timeline for any future works. We have also noted your feedback regarding modernising our in-room televisions and the ability to access streaming services, and this has been shared with the relevant teams. We sincerely appreciate your continued loyalty as a valued ALL – Accor Live Limitless Platinum member. Thank you again for your honest feedback, and we hope to have the opportunity to welcome you and your family back and provide a more memorable Sofitel experience. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Benjamin, Thank you for taking the time to share your feedback following your recent family stay with us. We are pleased to hear that you enjoyed your comfortable room, cleanliness, breakfast and overall facilities. I sincerely apologise for the confusion surrounding your confirmed 1pm late checkout. Having requested and reconfirmed this as a valued ALL – Accor Live Limitless Platinum member, it should have been clearly recorded and communicated to all relevant teams. We understand how frustrating it was to then receive a knock from housekeeping and have to contact reception again on the morning of departure. We also acknowledge your comments regarding recognition and welcome benefits. While we are pleased you enjoyed the welcome drink and amenity, we are sorry that your Platinum status was not recognised as expected and that you had to follow up regarding your welcome bubbles. Your feedback has been shared with the relevant teams to help ensure greater consistency moving forward. Thank you again for your constructive feedback and continued loyalty. We hope to have the opportunity to welcome you and your family back and provide a more seamless Platinum experience next time. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Kevin, Thank you for taking the time to share your feedback following your recent one-night getaway with us. We are delighted to hear that you enjoyed our great location, friendly service and the pleasant surprise of your ocean view room upgrade. It is wonderful to know that you appreciated the warm welcome, including your glass of champagne, as well as the efficient check-in, cleanliness and comfort of your room. Your positive comments are greatly appreciated and will be shared with our team. We sincerely appreciate your continued loyalty as a valued ALL – Accor Live Limitless Silver member and are pleased that we could make your stay a memorable one. Thank you again for choosing Sofitel Gold Coast Broadbeach. We look forward to welcoming you back for another enjoyable getaway. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Emma, Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you continue to enjoy staying at Sofitel Gold Coast Broadbeach and that our team made such a positive impression. We appreciate your constructive feedback regarding the televisions and the ability to stream or cast content directly from your phone. We understand how convenient this feature has become for our guests, and your comments have been shared with the relevant teams for consideration as we look at future improvements to our in-room technology. We are also pleased to see that you enjoyed your accommodation, breakfast, cleanliness and overall experience, and we sincerely appreciate your continued loyalty as a valued ALL – Accor Live Limitless Platinum member. Thank you again for your continued support. We look forward to welcoming you back to Sofitel Gold Coast Broadbeach again soon. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Stephen, Thank you for taking the time to share your wonderful feedback following your recent family stay with us. We are delighted to hear that you enjoyed your clean and functional room, balcony views and our fantastic central location, with Broadbeach’s restaurants, shopping and beach all within easy walking distance. It is especially pleasing to hear that our team made such a positive impression from arrival through to breakfast and departure. Your kind recognition of Candice at reception will be shared with her and the wider team. We are also pleased that you enjoyed the variety of breakfast, good coffee and relaxed atmosphere. We appreciate your feedback regarding the pool and sustainability initiatives, as well as your comments on value and ALL recognition. These insights are valuable in helping us continue to improve the guest experience. Thank you again for your continued loyalty as an ALL – Accor Live Limitless Classic member. We look forward to welcoming you and your family back to Sofitel Gold Coast Broadbeach for another enjoyable stay. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Jonathan, Thank you for taking the time to share your feedback following your recent family stay with us. We sincerely appreciate your comments regarding our team and are pleased to know that their service made a positive impression. I am very sorry to hear that the condition of the hotel, particularly the bathroom and shower, fell well short of your expectations and did not reflect the Sofitel experience you anticipated. We understand how disappointing this must have been, particularly given your feedback regarding value for money. We are currently in discussions with our owners regarding future capital enhancements to the property, including opportunities to further improve and refresh our guest rooms and public areas. While these discussions are ongoing, we are unable to provide a confirmed timeline for any future works. Your comments regarding the need for modernisation have nevertheless been shared with the relevant teams and form an important part of these discussions. We also appreciate your positive feedback regarding our team, breakfast and overall service, as well as your continued loyalty as an ALL – Accor Live Limitless Classic member and Accor Vacation Club member. Thank you again for your honest feedback. We are sorry we did not deliver the experience you expected and hope we may have the opportunity to restore your confidence in Sofitel Gold Coast Broadbeach in the future. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Keith, Thank you for taking the time to share your detailed feedback. We are pleased to hear you enjoyed your corner room and found the accommodation very good, and we appreciate your continued loyalty as a Gold ALL member. I am sorry, however, that your arrival was more time-consuming than expected despite completing online check-in, and that you experienced repeated registration requirements during your stay. We also apologise for the delays with room servicing on some days. Your feedback is valuable and will be shared with the relevant teams to help us improve these processes. We also understand your disappointment regarding the ocean outlook, particularly as surrounding development has changed the views from some of our rooms. We appreciate your feedback and hope to have the opportunity to provide a smoother experience on your next visit. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Karen, Thank you for sharing your feedback. We are pleased to hear you enjoyed your stay and found our location convenient for your plans, with a smooth booking and overall experience. We appreciate your feedback regarding value for money and will continue to look for ways to enhance the overall guest experience. As a valued Classic ALL and Accor Vacation Club member, we sincerely appreciate your loyalty and look forward to welcoming you back. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Jade, Thank you for your lovely feedback. We are pleased to hear you had a comfortable stay and enjoyed your accommodation, cleanliness and smooth arrival. We appreciate your feedback regarding the difficulty finding our business opening hours and your departure experience, and will share this with the relevant teams. As a valued Classic ALL member, we sincerely appreciate your loyalty and look forward to welcoming you back. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Cameron, Thank you for taking the time to share your detailed feedback and for highlighting both the positives and areas where we fell short. We are pleased to hear that you found your room comfortable and clean, and that our team were polite and helpful. We sincerely apologise, however, that the ocean view did not meet your expectations. We understand your concern regarding the imagery and description online. As a valued ALL – Accor Live Limitless Gold member and Accor Vacation Club member, we sincerely appreciate your loyalty. Your feedback is important to us and will be shared with the relevant teams with the vision of improving the guest experience. We hope to have the opportunity to welcome you back and provide a more seamless and enjoyable stay. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Loretta, Thank you for your detailed feedback and for returning to Sofitel Gold Coast Broadbeach. We are pleased to hear you enjoyed our facilities, food and the helpful service from our Concierge team. We are sorry, however, that the service in Bistro did not meet the standard you experienced on your previous visit, particularly the delays and lack of attentiveness. We also sincerely apologise that, as a valued Gold ALL member, you were not appropriately recognised or offered your welcome drink and amenity. We understand how disappointing this would have been, and your feedback has been shared with the relevant teams. We truly appreciate your continued loyalty and your positive comments, and hope to have the opportunity to provide you with the consistently warm and attentive experience you should expect on your next visit. Warm Regards, Vianne Birrell Luxury Services Manager

Bonjour Vicky, Thank you for your wonderful feedback. We are delighted you enjoyed the comfortable beds, coffee machine and the special birthday gift for your daughter, and we are especially pleased to hear Katreena made a positive impression. We are very sorry, however, about the unexpected lift stoppage and the distress this caused your husband. We completely understand how unsettling this must have been, and sincerely apologise for this experience. We hope to have the opportunity to welcome you and your family back for a more enjoyable stay. Warm Regards, Vianne Birrell Luxury Services Manager