Dear Wendy, Thank you for taking the time to share your feedback following your recent stay with us. I am genuinely sorry that the room experience fell so far short of what we would want for you. Having to move rooms after a couple of nights due to an unpleasant bathroom smell, along with experiencing poor water pressure in the shower, would understandably have been frustrating, particularly during a business stay. I am, however, very pleased to see that you rated our team 100/100. Knowing that the service you received from our team was excellent is something I am particularly proud of. We have been working very hard to build a strong team here at ibis Styles Mt Isa Verona, and we are really ramping up our efforts across the property to improve the overall guest experience. I’m glad that some of that effort was reflected in the service you received. We are also very appreciative that 54 Reasons used our function room for their events and that you have an office here in Mt Isa. We genuinely value the trust that local businesses place in us when they choose to accommodate their people with us, and we want to make sure that trust is well placed. Your comments regarding the bathroom smell and shower pressure are particularly useful. We are actively upgrading showerheads throughout the property and making steady improvements to our rooms and facilities, so your feedback is very relevant to the work we are currently undertaking. I hope that we can repay the faith and trust you have placed in us and have the opportunity to welcome you back whenever you are next in Mt Isa. If you are planning another stay with us, please feel free to reach out to me directly beforehand. I would be more than happy to personally assist with your booking and ensure we do everything we can to make your next stay a much better experience. Thank you again for your feedback, Wendy, and for recognising the efforts of our team despite the issues you experienced with the room. Kind regards, Lewis Front Office Manager

Dear Gareth, Thank you for taking the time to share your detailed feedback following your recent stay with us. It was a pleasure to welcome you on arrival and assist with a few of the practicalities during your stay, so I’m pleased to see that you rated both your arrival and our team 100/100. I’ll certainly pass that recognition on to the team. I’m sorry, however, that the condition of your room did not meet the standard we aim to provide. Your comments regarding the room’s presentation, cleanliness, furnishings and shower pressure are all valuable, and I will ensure they are followed up with the relevant teams. We are actively making steady improvements across the property, including upgrading showerheads and continuing to improve our rooms and facilities. I also appreciate your comments regarding the rate you paid and understand the importance of providing an experience that represents good value. As an ALL Silver member, we genuinely appreciate your loyalty, and I’m sorry this stay did not reflect the experience we want to provide. Thank you again for your honest feedback, Gareth. I hope we have the opportunity to welcome you back in the future and show you some of the improvements we are making. Kind regards, Lewis Front Office Manager

Dear Carrie, Thank you for taking the time to share your lovely feedback following your recent stay with us. It’s always a pleasure to welcome you back to ibis Styles Mt Isa Verona, so it’s wonderful to hear that you enjoyed another comfortable stay with us. I’m particularly pleased that you enjoyed the great bed in Room 360 and the extra space in the room. It’s lovely to know that the larger room made your stay that little bit more comfortable. Those are our Superior Rooms, and they can be requested at the time of booking, subject to availability. I’ll certainly keep in mind that you enjoyed the extra space for your future stays with us. It’s also fantastic to see the consistent 90/100 ratings across your stay, including your accommodation, cleanliness, breakfast, our team and sustainability efforts. As one of our very regular guests, as well as an ALL Classic member, we genuinely appreciate your continued loyalty and the fact that you continue to choose to stay with us. Your loyalty certainly doesn’t go unnoticed, and it’s always lovely seeing you back at the hotel. Thank you again for your continued support and for taking the time to share your feedback, Carrie. We look forward to welcoming you back again on your next visit. Kind regards, Lewis Front Office Manager

Dear Ryan, Thank you for taking the time to share your detailed feedback following your recent stay with us. It’s great to hear that you found the hotel clean, comfortable and centrally located, and that you continue to see ibis Styles as your preferred option when staying in Mt Isa. Your comments about our team are particularly appreciated, and I’m glad your arrival and check-in were a positive experience. I believe the “German fellow” you mentioned at reception may have been me! I’m actually English, although I apparently have a slightly atypical accent that has caused many people to wonder where I’m from. I’ve even had someone tell me that my English is very good before — which I certainly hope so, as I can’t speak any other language! In any case, I’m very glad to hear you were happy with the service you received. Thank you also for taking the time to provide such specific feedback about your room and facilities. Your comments regarding the glassware, the positioning of the reusable water bottle, the space around the desk and chair, and the availability of minibar drinks are all appreciated. We’re continually looking at the practicalities of the guest experience, so these are useful observations for us to consider. I also appreciate your comments regarding the WiFi speed and the restaurant and bar operating hours. I understand that when you’ve had a long day working, sometimes you just want to be able to grab a drink and relax without having to look elsewhere. Thank you as well for choosing to stay with us as an ALL Classic member. I’m also glad we were able to sign you up during your stay. That welcome drink you received as part of joining ALL is a small bonus, but it can certainly add up fast — in this example, the welcome drink is the value of approximately 10 nights’ stay. Once you reach Silver status, the welcome drink becomes an ongoing benefit, with one offered during every eligible stay while you maintain Silver status. We genuinely appreciate your continued business and are pleased that, despite some of the frustrations you mentioned, you still consider ibis Styles the best option in Mt Isa. Thank you again for your feedback, Ryan. We hope to continue providing you with a clean, comfortable and welcoming place to stay whenever work brings you to Mt Isa. Kind regards, Lewis Front Office Manager

Dear Elizabeth, Thank you for taking the time to share your lovely feedback following your recent stay with us. After 14 days of work, I can certainly understand why having a quiet and comfortable room, along with a clean, warm shower, would be such a welcome end to your time away. It’s wonderful to hear that we were able to provide you with a comfortable place to relax and recharge. It’s also great to see the strong ratings across your stay, particularly the 100/100 for our WiFi and 90/100 for your accommodation, cleanliness and our team. Thank you as well for choosing to stay with us as an ALL-Classic member. We genuinely appreciate your loyalty and choosing ibis Styles Mt Isa Verona. Thank you again for your feedback, Elizabeth. We hope to have the pleasure of welcoming you back again after your next stint of work. Kind regards, Lewis Front Office Manager

Dear Caron, Thank you for taking the time to share your feedback following your recent stay with us. It’s wonderful to hear that you found your stay comfortable and convenient, and I’m particularly pleased to see your kind comments about our leadership team and the effort we put into making our guests feel comfortable. It genuinely means a lot to know that this came through during your stay. Thank you also for your kind mention of me personally. It was a pleasure to assist you, as always, and I’m very glad to know that you felt well looked after during your time with us. I’ll also be sure to share your feedback with the wider team. I’m pleased to see the 100/100 ratings for our team, departure and WiFi, and it’s great to hear that you enjoyed having the natural sunlight in your room. It’s a simple detail, but we’ll certainly keep that in mind when considering room preferences for your future stays with us. Thank you as well for your feedback regarding our sustainability initiatives. We are continuing to look at ways we can improve our efforts while also making sure these initiatives provide meaningful value for our guests. As one of our regular guests and an AL -Silver member, we genuinely appreciate your continued loyalty and the fact that you continue to choose to stay with us. Your loyalty certainly doesn’t go unnoticed. It was also lovely to see you again, and I hope you’re feeling much better now after being a little unwell during your previous visit. Thank you again for your kind feedback and for recognising the efforts of our team. We always enjoy welcoming you to ibis Styles Mt Isa Verona and look forward to seeing you again on your next visit. Kind regards, Lewis Front Office Manager

Dear Greg, Thank you for taking the time to share such detailed feedback following your recent stay with us. We’re pleased to hear that you enjoyed our convenient central location, secure parking and, most importantly, the service from our team. It’s fantastic to hear that everyone you encountered during your stay was excellent, and I’ll be sure to pass your kind comments on to the team. We’re also glad to hear that you found the room clean and well presented following the hotel’s recent makeover. We are continually looking at ways to improve the guest experience, and your detailed feedback regarding breakfast is particularly helpful. Your comments around the sandwich press, freshness and selection of the toasties, juice options, and the practicalities of reheating the egg and bacon rolls are all noted. These are useful observations, and we’ll certainly take them back to the team as we continue reviewing our breakfast offering. Thank you also for your continued loyalty as an ALL Gold member. We genuinely appreciate you choosing to stay with us and your continued support of ibis Styles Mt Isa Verona. Thank you again for your feedback, Greg. We hope to have the pleasure of welcoming you back to Mt Isa again soon. Kind regards, Lewis Front Office Manager

Dear Margaret, Thank you for taking the time to share your lovely feedback following your recent stay with us. We’re delighted to hear that you enjoyed your stay, particularly your clean and comfortable room and the great food in our restaurant. It’s wonderful to see that you rated our team, cleanliness, arrival and departure all 10/10. Thank you also for your suggestion regarding bottled water in the room. As part of our current offering, we provide reusable glass bottles and a dedicated water station for guests to refill during their stay. Complimentary bottled water is also provided to our ALL Gold members and above as part of their welcome amenities. We certainly appreciate your feedback and will continue to look at ways we can make the experience as convenient as possible for our guests. Thank you again for staying with us, Margaret. We hope to have the pleasure of welcoming you back to ibis Styles Mt Isa Verona again in the future. Kind regards, Lewis Front Office Manager

Dear Warren, Thank you for taking the time to share your feedback following your recent business stay at ibis Styles Mt Isa Verona. We are delighted to hear that you found the hotel neat and tidy and that our team was approachable throughout your stay. Your positive comments regarding our staff, cleanliness, bar service, and the recognition you received as an ALL Gold member are greatly appreciated. We are also pleased that you enjoyed your welcome drink and that it exceeded your expectations. Thank you for highlighting the ease of access as an area where we can improve. Guest feedback such as yours is invaluable, and we will take your comments into consideration as we continue to enhance the overall guest experience. We appreciate your loyalty to Accor and look forward to welcoming you back on your next visit to Mt Isa. Kind regards, Lewis Front Office Manager ibis Styles Mt Isa Verona Hotel

Dear Taleah, Thank you for taking the time to share your feedback following your recent stay with us. I am genuinely sorry to read about the condition of your room. The issues you have described, particularly the stains and hair found on the bedding, are certainly not the standard of cleanliness we expect to provide our guests, and I completely understand your disappointment. I was also particularly concerned by your comments regarding the security and condition of the doors. A guest should feel completely secure in their room, and doors should close and latch properly without requiring force or adjustment. I have since personally followed up on your feedback with our housekeeping team and have also discussed the maintenance concerns with our maintenance team. We have also recently welcomed a new member to our maintenance team since your stay, and your feedback has been particularly useful in helping us identify the areas that require attention. Whilst I am disappointed that we fell short in these important areas, I am pleased to see that you found our team lovely. I will certainly pass that positive feedback on to them, as it is always appreciated. We always try to provide the best possible impression for our guests, and take great pride in maintaining the standards we expect of ourselves. As an ALL Classic member, we also genuinely appreciate you choosing to stay with us, and I am particularly sorry that your experience did not reflect the standard we want to provide to our members. I did attempt to contact you personally following your feedback, as I would have genuinely appreciated the opportunity to speak with you directly and understand your experience in more detail. Although we haven't been able to connect, I wanted to assure you that your feedback has not gone unnoticed and has already prompted conversations internally. Thank you again for bringing these concerns to our attention, Taleah. We genuinely appreciate the opportunity to learn from feedback such as yours and continue improving the experience we provide to our guests. Kind regards, Lewis Front Office Manager

Dear Steven, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We’re delighted to hear that you’re enjoying your stay and that you’ve found our location and service to be to your satisfaction. It’s fantastic to see such consistently positive ratings across all areas of your experience. We also sincerely appreciate your loyalty as an ALL Platinum member. Your continued support means a great deal to us, and we’re very pleased that you’re enjoying your time at ibis Styles Mt Isa Verona. Thank you again for your feedback. We look forward to welcoming you back again in the future and continuing to provide you with a great experience. Kind regards, Lewis Front Office Manager

Dear Lauren, Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear that you had a lovely and comfortable stay and that you found your overall experience excellent. I also appreciate your feedback regarding breakfast. Your suggestion of having additional hot options such as eggs and bacon, along with more vegetables, is certainly noted. We are always looking at ways to improve and provide a better experience for our guests. Thank you again for your feedback, Lauren. We hope to have the pleasure of welcoming you back to ibis Styles Mt Isa Verona on your next visit. Kind regards, Lewis Front Office Manager

Dear Michael, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We’re delighted to hear that you enjoyed the comfortable bed and pillows, as well as our friendly team and convenient location. It’s fantastic to see that every aspect of your stay received a 10/10 rating. We’re especially pleased to hear that you’ll be staying with us again whenever you’re next in Mt Isa. We truly appreciate your choosing ibis Styles Mt Isa Verona and look forward to welcoming you back. Thank you again for your kind feedback, Michael. Kind regards, Lewis Front Office Manager

Dear Majid, Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear that you found your stay satisfactory overall and that our team, arrival and departure met your expectations. I’m sorry, however, that the lack of bottled water in the room was a disappointment. We appreciate you bringing this to our attention, particularly as this is something you have come to expect when staying at other properties. We will take your feedback on board as we continue to look at ways to improve the overall guest experience and ensure we are meeting the expectations of our guests. Thank you again for your feedback, Majid. We hope to have the opportunity to welcome you back to ibis Styles Mt Isa Verona on your next visit. Kind regards, Lewis Front Office Manager

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Kim General Manager

Dear Dominic, Thank you for taking the time to share your feedback following your recent stay. We’re pleased to hear you had a good experience overall and found our location convenient for your work commitments. It’s also great to hear that your booking experience was efficient and that the information you needed was provided promptly. I’m sorry to hear that the room felt musty on arrival and appreciate your feedback regarding the balcony doors. We will take this on board with our housekeeping team to ensure rooms are presented fresh and comfortable for our guests. We also appreciate your comments regarding the breakfast service and the lack of utensils and assistance at times. We understand how small details can make a difference to the overall breakfast experience, and your feedback will be shared with the team so we can improve our attention to these areas. Thank you also for your continued loyalty as an ALL Classic member. We genuinely appreciate you choosing to stay with us, and your loyalty certainly doesn’t go unnoticed. We hope to have the opportunity to welcome you back to ibis Styles Mt Isa Verona and provide you with an even better experience on your next visit. Kind regards, Lewis Front Office Manager

Dear Martin, Thank you for taking the time to share your feedback following your recent stay. We’re delighted to hear you enjoyed our convenient location, spacious rooms, and especially the friendly and welcoming service from our team. It’s wonderful to hear your kind words about Anne, and we’ll be sure to pass your lovely feedback on to her. We also appreciate your feedback regarding the pillows. We understand that pillow preferences can vary greatly, and we’ll certainly take your comments on board. Thank you again for your kind review and for recognising our team. We hope to have the pleasure of welcoming you back to ibis Styles Mt Isa Verona on your next visit. Kind regards, Lewis Front Office Manager

Dear Kynan, Thank you for taking the time to share your feedback following your recent stay. I am genuinely sorry that your experience did not meet your expectations, particularly as you had specifically requested Room 349 when making your booking. I understand how disappointing it would have been to arrive expecting your usual room and find yourself in a different room for the duration of your stay. I have personally followed up on your concerns and reviewed the booking in detail following our conversation. While I was unable to establish exactly how the original room preference was missed, I appreciate the frustration this caused and sincerely apologise for the experience. I am also sorry for the inconvenience caused by the power points beside the bed. Thank you for speaking with me personally regarding your stay. As discussed, I would be very happy to personally oversee any future booking you make with us and ensure your room preference is followed up from the outset. We genuinely value your business and hope to have the opportunity to provide you with a much better experience on your next visit. Kind regards, Lewis Front Office Manager

Dear Monique, Thank you for taking the time to share your feedback following your recent stay with us. We're delighted to hear you had an enjoyable stay and that you rated your accommodation, cleanliness, WiFi, and our team so highly. It's also wonderful to know you found booking through the ALL App easy and convenient. We appreciate your comments regarding breakfast, particularly your feedback about the pricing and the hot food. Guest feedback is invaluable, and we'll certainly share your comments with our team as we continually review our offering and look for ways to improve the breakfast experience. Thank you again for your valuable feedback and for your loyalty as an ALL Classic member. We hope to welcome you and your family back to ibis Styles Mt Isa Verona again soon. Kind regards, Lewis Front Office Manager