Kia Ora Brendan, Thank you for taking the time to share your feedback with us. We’re delighted to hear that you enjoyed our central location and found the room a comfortable size for your stay as a couple, especially with WOW on your itinerary. It’s also lovely to hear that our reception and dining room teams made you feel welcome with their friendly and helpful service. I’ll be sure to share your kind words with the team, as feedback like this is always appreciated. Thank you again for choosing ibis Wellington. We hope you both had a wonderful time at WOW and would love to welcome you back on your next visit to Wellington! Nga mihi, Jordine IBIS Team Leader

Dear Guest Thank you for taking the time to share your detailed feedback. We’re pleased to hear you found your room comfortable and clean, although I’m sorry that other aspects of your stay did not meet expectations. Regarding the parking label, this should have been provided when you checked in, and I apologize that it was missed. We will remind our Front Office team of the correct parking procedures to ensure this is followed consistently. In regard to the invoice, as part of our sustainability efforts, we try to minimize paper usage and avoid printing invoices unnecessarily. However, if a guest requests a printed invoice or a breakdown of their charges, this should absolutely be provided. I apologize that this was not done when you asked, and we will follow this up with our team. It’s disappointing to hear about your breakfast experience. The lack of butter, issues with the muesli and the broken hot water dispenser are all concerns we will raise with our Food & Beverage team. We understand how frustrating it must have been to experience these issues over both mornings, and we appreciate you bringing them to our attention. I also appreciate your feedback regarding communication at Reception. We understand the importance of speaking clearly and at an appropriate pace, particularly for guests who may have difficulty hearing. This is something we will reinforce with our team to ensure all guests feel comfortable and supported during their interactions with us. Thank you again for your honest feedback. We appreciate your loyalty as an ALL member and hope to have the opportunity to provide you and your wife with a better experience on your next visit. Kind regards, Grace Smith Senior Assistant Manager ibis Wellington

Kia Ora Nicola, Thank you for taking the time to share your detailed feedback. We’re pleased to hear that our location near TSB Arena was convenient for your stay. We’re sorry that your experience with the parking arrangements was frustrating. We understand how disappointing it would have been to arrive expecting parking based on your confirmation and then have difficulty getting clear assistance. We also regret that you felt the interaction at Reception was not as helpful or welcoming as it should have been. We appreciate your comments regarding the follow-up parking arrangements and understand how inconvenient it was to have to organise alternative parking for your second night. Your feedback has been noted and will be shared with the relevant team so we can review how parking bookings and follow-up arrangements are communicated and managed. Thank you again for bringing this to our attention, Nicola. We hope we can have the opportunity to provide you with a smoother experience in the future. Nga mihi, Jordine IBIS Team Leader

Dear Tanya, Thank you for sharing your feedback regarding your recent stay. I sincerely apologize for the discomfort you experienced with the room size and the cleanliness issues you encountered. Ensuring a high standard of cleanliness is essential to us, and I regret that we did not meet that expectation during your visit. Additionally, I understand the inconvenience caused by the delayed collection of your room service tray. We value your comments as they help us improve our services. Best Regards, Anusha Ibis Wellington

Dear Margaret, Thank you for your feedback regarding your recent stay. I am pleased to hear that you found our location convenient and enjoyed the comfort of our beds. I appreciate your comments about the reception staff and will ensure that your insights are shared with the team. Regarding the cleaning notice, I understand the importance of clarity, and your suggestion for the evening meal menu will be noted for future consideration. Thank you for highlighting the breakfast as well. Best Regards, Anusha Ibis Wellington

Dear Ma, Thank you for your positive feedback regarding your stay. We are pleased to hear that you enjoyed the quiet atmosphere despite our central location. Your comfort is our priority, and we appreciate your kind words. Best Regards, Anusha Ibis Wellington

Dear Nicola, Thank you for your kind words regarding your recent stay with us. We are delighted to hear that you found our accommodations comfortable and our staff polite. Your positive feedback is greatly appreciated, and we look forward to welcoming you back in the future. Best Regards, Anusha Ibis Wellington

Dear Guest, Thank you for taking the time to share your feedback. We’re pleased our central location worked well for your family, but we’re sorry that several other aspects of your stay fell below expectations. We’re particularly disappointed to hear that some interactions with our team came across as unwelcoming. This is certainly not the level of service we expect, and we’ll be addressing your feedback with the team. We also apologise that the cleanliness and condition of your room did not meet expectations, and we’ll share these comments with our Housekeeping and Management teams. In regard to the window cleaning, notices were provided to guest rooms advising that external window cleaning would be taking place during this period. We’re sorry if this notice was missed and understand that unexpectedly seeing someone outside your window would have been surprising. Regarding your Skip the Clean points, these can take up to 14 days to appear in your ALL account, so we kindly ask that you allow a little more time for these to be credited. Thank you again for your feedback. We appreciate you bringing your concerns to our attention and hope we have the opportunity to provide you with a better experience in the future. Kind regards, Grace Smith Senior Assistant Manager ibis Wellington

Dear Taua, Thank you for your positive feedback regarding our location and cleanliness. We appreciate your suggestions about the room layout and charging options, as guest comfort is a priority for us. Your input will be considered for future improvements. Best Regards, Anusha Ibis Wellington

Dear Rose, Thank you for taking the time to share your feedback. I remember speaking with you and your family during your stay, and I wanted to personally respond to clarify a few things while also acknowledging where we could have handled the situation better. Firstly, I completely understand your frustration regarding the parking. After speaking with you, I investigated the issue and confirmed that our Reservations team had indeed confirmed parking with you but unfortunately had not added this to your booking. This was an error on our side, and I sincerely apologize for the inconvenience it caused. When you initially arrived at our car park, there was no parking reservation showing against your room. Therefore, my colleague was correct in advising that parking had not been allocated and asking you to come to Reception. Unfortunately, she had missed the earlier correspondence confirming your parking, so she was under the impression that no reservation had been made. It was only when she came to speak with me that I was able to identify the mistake made by our Reservations team. However, while this explains the confusion, it does not excuse the way you felt you were spoken to. My colleague should have communicated more clearly, particularly when stepping away from Reception to seek assistance. I will be following this up with her regarding her tone, communication and how situations like this should be handled. You should not have been left feeling uncomfortable or dismissed, and I am sorry for that. I also wanted to clarify the room availability at the time of your arrival. Although you may have seen rooms available to book online for that Friday, we had actually been fully booked the previous night. This meant we had very few rooms ready for early check-in when you arrived, and those available had already been reserved for guests who had pre-booked and paid for early check-in. Online availability for that evening does not necessarily mean rooms are ready for immediate check-in earlier in the day. I am also disappointed to hear that nobody contacted you on Saturday regarding the parking space. I had personally passed this information on to my team with instructions to contact you, so I am sorry this follow-up did not happen as promised. I am glad we were able to arrange an early check-in by changing your room allocation and offer complimentary parking for the following day as a gesture of goodwill. However, I appreciate that this does not take away from the frustration you experienced on arrival. Thank you also for your kind comments about my assistance. I appreciate you recognizing the efforts made to resolve the situation, and I will be following up on both the Reservations error, and the communication concerns you have raised. We hope that despite this experience, you were still able to enjoy your time in Wellington, and we would welcome the opportunity to provide you with a much smoother experience in the future. Kind regards, Grace Smith Senior Assistant Manager ibis Wellington

Dear Elaine, Thank you for your feedback. We are pleased to hear that you found our location convenient and that your stay met your expectations. We appreciate your comments regarding the restaurant meal and will take them into consideration as we strive to enhance our dining experience. Best Regards, Anusha Ibis Wellington

Dear Maggie, Thank you for your kind words regarding our cleanliness and friendly service. I apologize for the inconvenience caused by the lack of a phone in your room. We appreciate your feedback and are glad that you enjoyed your stay overall. Best Regards, Anusha Ibis Wellington

Dear Guest, Thank you for taking the time to share your feedback. We’re pleased you found our location convenient and that you were happy with the cleanliness of your room. We’re sorry, however, that breakfast was disappointing. The bacon, lack of scrambled eggs and missing cutlery are certainly not the standard we aim to provide, and we’ll be sharing your comments with our Food & Beverage team, particularly around replenishment and staffing during busy breakfast periods. We also appreciate your feedback regarding the size and storage within the bathroom, as well as additional seating in the foyer. While we are limited by the existing layout of the building, we understand how these things can impact the comfort of a stay. Thank you again for your feedback. We hope to have the opportunity to provide you with a better experience on a future visit to Wellington. Kind regards, Grace Smith Senior Assistant Manager ibis Wellington

Dear Guest, Thank you for taking the time to share your feedback. We’re sorry to hear that your arrival experience during the busy WOW weekend did not meet your expectations; however, we would like to clarify a few points regarding parking. Our on-site parking is very limited and must be pre-booked directly with the hotel. This is clearly advertised online due to the limited number of spaces available, particularly during major events such as WOW. There is no option to pre-book or pay for ibis Wellington parking online as part of an accommodation booking. Therefore, it would not have been possible for a member of your group to have paid for our parking at the time of making an online accommodation booking. It is the guest’s responsibility to contact the hotel in advance if parking is required so that we can confirm whether a space is available. If parking has not been booked directly with us and our car park is full, our Reception team can only assist by recommending nearby alternative parking options. Unfortunately, during an extremely busy weekend such as WOW, we cannot provide an on-site space where one has not been reserved in advance. For security and access reasons, guests who have confirmed parking are also required to come to Reception on arrival before accessing the hotel car park. We appreciate this can be inconvenient during a busy check-in period, however this process is necessary for us to manage our limited spaces. In regard to the wait at Reception, we do roster two team members during busy periods, so I will be reviewing what occurred at the time of your arrival and why only one team member appeared to be available at the desk. The second team member may have been assisting another guest or dealing with a matter away from Reception at the time. We’re sorry that your overall experience left you disappointed, but we hope this clarifies our parking process and the importance of arranging parking directly with the hotel prior to arrival. Kind regards, Grace Smith Senior Assistant Manager ibis Wellington

Dear Guest, Thank you for taking the time to share your lovely feedback following your family stay with us. We are delighted to hear that you enjoyed our excellent location, great food and the service provided by our team. It is particularly wonderful to hear that our waitress made a positive impression during your stay, and we will be sure to share your kind comments with her. We are sorry to hear that the bathroom sink was looking dated and marked. We appreciate you bringing this to our attention, and we will pass your feedback on to our maintenance team for review. Thank you for your 10/10 recommendation and for your continued loyalty as an ALL Accor member. We hope to have the pleasure of welcoming you and your family back again soon. Kind regards, Grace Smith Senior Assistant Manager

Dear Guest Thank you for taking the time to share your feedback with us. I am very sorry to hear about your experience with the ALL Accor reservation centre and the stress and disappointment this caused during what should have been a special trip with your mum. I sincerely apologise that your booking was not processed correctly, with the room configuration and guest name being incorrect, and that you were then asked to resolve the matter directly with the hotel. I completely understand how frustrating and upsetting this must have been, particularly as you had been looking forward to your first trip away together in 10 years. At the time, we were using the ALL Accor reservation centre to assist our team due to limited staffing. However, this arrangement has now stopped, and moving forward, all calls will come directly through to our hotel team. We hope this will allow us to provide a more direct and seamless booking experience and avoid a similar situation in the future. From a management perspective, I sincerely apologise that you had to go through this stress and that our team had to rectify issues that should not have occurred in the first place. I also appreciate your kind comments about our team and your understanding of the situation. Thank you again for bringing this to our attention. Your feedback is important to us, and we hope we may have the opportunity to restore your confidence in ibis Wellington in the future. Kind regards, Grace Smith Senior Assistant Manager

Dear Nicola, Thank you for sharing your feedback. I am very sorry for the parking issue you experienced during your stay. Yes, I am very sorry about the parking issue you experienced. Your parking was confirmed by our reservations team via email; however, unfortunately, it was not added to your booking correctly. This was a mistake on our side, and I sincerely apologize for the inconvenience and stress this caused you. I am, however, disappointed to read that you felt no compensation was provided. As I explained at the time, because your accommodation was booked through a third-party provider, I was unable to make any adjustment to the room rate. Nevertheless, I did provide compensation for the inconvenience by offering complimentary parking valued at $40 and complimentary breakfast valued at $64, a total value of $104. While I fully acknowledge that the parking error was ours and apologize for it, I did personally do what I could to compensate you for the inconvenience once the issue was brought to my attention. For this reason, I was disappointed to see that the review stated that no compensation was provided. I am also sorry to hear about your experience with our reception team. Your comments regarding the service you received at check-in and check-out have been noted and will be addressed with the team, as this is not the level of service we expect to provide. Once again, I sincerely apologize for the original parking error and the inconvenience it caused. Kind regards, Grace Smith Senior Assistant Manager

Dear Guest, Thank you very much for your wonderful feedback following your family stay with us. We are delighted to hear that you enjoyed our central and affordable location and found the check-in and check-out processes easy and seamless. It is especially pleasing to hear that you found the hotel very clean and our team friendly and helpful, even during such a busy WOW period. We are also glad that the room worked well for your family and offered good value by accommodating four guests. Thank you for your excellent 100/100 rating and 10/10 recommendation, as well as your continued loyalty as an ALL Accor Gold member. Your kind comments are a wonderful encouragement to the entire team. We look forward to welcoming you and your family back to ibis Wellington in the future. Kind regards, Grace Smith Senior Assistant Manager

Dear Guest, Thank you very much for your wonderful feedback and for taking the time to share your experience with us. We are delighted to hear that, despite the hotel being particularly busy during the school holidays and WOW, our team continued to provide friendly and helpful service. It is wonderful to know that you had such an enjoyable stay and that all aspects of your experience met your expectations. Your perfect 100/100 rating and 10/10 recommendation are incredibly appreciated and are a great encouragement to the entire team. We are also grateful for your continued loyalty as an ALL Accor Platinum member. We look forward to welcoming you back again soon. Kind regards, Grace Smith Senior Assistant Manager