Dear Karen, Thank you for taking the time to share your feedback following your recent stay with us. We sincerely apologise that you were not contacted regarding the lifts being out of service. We completely understand your frustration, particularly as you had provided both your email address and mobile number and expected to receive prior notification. We acknowledge that our communication in this instance fell short of the level of service we aim to provide. We also understand your concerns about having to use the stairs and the impact this had on your sense of comfort and safety. Please be assured that guest safety remains a priority for us. Our team continuously monitors the hotel floors through CCTV and conducts regular floor walks as part of our security procedures. We appreciate, however, that the lift outage and the number of stairs required understandably caused you concern and inconvenience. We are pleased to hear that you found your stay comfortable overall, particularly for a short overnight visit. Nevertheless, we regret that the lift situation and our communication surrounding it negatively affected your experience. Your feedback has been shared with the relevant team, particularly regarding communication around lift availability, so that we can improve how we manage and communicate such situations with our guests. Thank you again for bringing this to our attention. We hope to have the opportunity to provide you with a more seamless experience on a future visit. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Ian, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to hear that you enjoyed our convenient location, found your room comfortable, and had such positive interactions with our front desk team. Your 100% ratings for your accommodation, cleanliness, arrival, departure and our team are greatly appreciated and will certainly be shared with everyone. We also appreciate your good humour regarding the lifts being out of service! We are pleased that you were aware of the situation prior to arrival and made the most of the extra exercise. We sincerely appreciate your patience and understanding while we work through this challenge. Thank you also for your honest feedback regarding breakfast, particularly the pastries. We apologise that they did not meet expectations, and your comments will be shared with our Food & Beverage team for review. It was a pleasure having you stay with us, Ian, and we hope to welcome you back to Grosvenor Hotel Adelaide for another comfortable stay — hopefully with fewer stairs next time! Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Frank, 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 location convenient, particularly for access to the Convention Centre and Adelaide Oval. We also appreciate your understanding regarding the lift replacement works and the additional stairs required during your stay. We are sorry, however, that having to use the stairs highlighted some of the areas of the property that require attention. Your comments regarding the torn carpet and the temporary repairs near the stairway are appreciated. As a heritage property, we recognise that some areas are showing their age, and we are continuing with ongoing maintenance and improvement works throughout the hotel. We understand that the overall presentation of these areas affected your experience, and your feedback will be shared with our maintenance and management teams for review. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide you with a more comfortable and positive experience. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Suhandi, Thank you for taking the time to share your lovely feedback following your recent family stay with us. We are delighted to hear that you enjoyed the spacious room, comfortable bedding and the cleanliness of your room and bathroom. It is wonderful to know that the two queen beds provided a comfortable space for your family during your stay. We are especially pleased that you enjoyed our toiletries and their lovely fragrance. Your kind comments are greatly appreciated and will certainly be shared with our team. As a heritage property, the Grosvenor has a unique character and charm, and we appreciate your understanding of the age of the building while recognising the care we take in maintaining our rooms and facilities. It is also fantastic to see your positive ratings for our team, check-in and departure experience, Wi-Fi and sustainability efforts. As a valued ALL Accor Classic member, thank you for choosing Grosvenor Hotel Adelaide. We hope to have the pleasure of welcoming you and your family back for another comfortable and enjoyable stay. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Kenneth, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed our convenient location and found your room suitable for your stay. It is wonderful to know that, aside from the lift outage, you had no other issues during your visit. We sincerely apologise for the inconvenience caused by the lifts being out of order. We understand that having to use the stairs can be inconvenient, and we greatly appreciate your patience and understanding. As a valued ALL Accor Classic member, thank you for choosing Grosvenor Hotel Adelaide. We hope to have the pleasure of welcoming you and your partner back for another enjoyable stay. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Sophie, Thank you for taking the time to share your detailed feedback following your recent stay with us. As a returning guest who has stayed at Grosvenor Hotel Adelaide many times, we are particularly sorry to hear that this visit fell well below the experience you have come to expect from us. We genuinely appreciate your continued support and understand your disappointment, especially when you felt the room did not represent good value for your stay. We sincerely apologise for the condition of the room and the issues you encountered. Your comments regarding the location next to the laundry, the dated furniture, the room odour, the shower height and operation, and the loose toilet seat are all concerning. These are not details we would want a returning guest to experience, and we appreciate you bringing them to our attention. Your feedback will be shared with our maintenance and housekeeping teams for appropriate follow-up. We are, however, very pleased to see that you rated our team and your arrival and check-in experience so highly. It is wonderful to know that despite the issues with the room, our team continued to provide the friendly service you expect from us. As a valued ALL Accor Gold member and a long standing guest of Grosvenor Hotel Adelaide, we truly value your loyalty. We are sorry that this particular stay has made you reconsider returning, and we hope we can have the opportunity to restore your confidence in us and provide you with the standard of accommodation and experience you deserve. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Lisa, Thank you for taking the time to share your feedback following your recent stay at Grosvenor Hotel Adelaide. We are pleased to hear that our team made a positive impression and that you appreciated our call regarding the lift outage, allowing you to plan ahead. It is also encouraging to know that you found your room clean and comfortable, and that your check-in, check-out and Wi-Fi experience met your expectations. We sincerely apologise, however, that the room’s lack of an external window was not made clear to you at the time of booking. We understand that this can feel claustrophobic for some guests, and we appreciate you highlighting the importance of clearer information when selecting a room. We are also sorry that our breakfast selection did not meet your expectations. Your feedback is valuable to us as we continue working to improve the overall guest experience. We look forward to welcoming guests back once our renovations are complete and hope the refreshed hotel environment will provide an improved experience. Thank you again for your constructive feedback and for recognising the efforts of our team. We hope to have the opportunity to welcome you back to Grosvenor Hotel Adelaide. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Michelle, Thank you for taking the time to share your feedback following your recent stay at Grosvenor Hotel Adelaide. I am very sorry to hear about the leak in your bathroom and the ongoing dripping throughout the night. Having to place a towel on the floor to prevent slipping is certainly not the experience we want for our guests. Please accept our sincere apologies for the inconvenience and discomfort this caused. We also understand your frustration with the lift being out of service and the difficulty this created in finding your room. We appreciate your patience while these works and repairs are being addressed. Your comments regarding the condition of the room have also been noted as we continue with improvements across the property. Thank you for acknowledging our team and for sharing your honest feedback. We hope that should you choose to stay with us again, we will have the opportunity to provide you with a much more comfortable and enjoyable experience. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Stephen, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are sorry to hear that your experience did not meet your expectations. We sincerely apologise for the inconvenience caused by the ongoing lift outage. We understand your frustration, particularly given the length of time the lifts have been unavailable, and we appreciate that this significantly impacted the convenience and comfort of your stay. We also acknowledge your comments regarding the lack of air conditioning and understand your disappointment, particularly given your expectations when staying at a hotel today. Your feedback regarding the condition and cleanliness of the accommodation, breakfast selection, and your overall experience with our team is also appreciated and will be shared with the relevant departments for review. We are particularly sorry to hear that you felt our team could have been friendlier. Providing warm, welcoming and attentive service is an important part of the guest experience, and we regret that we fell short on this occasion. As a valued ALL Accor Gold member, we sincerely appreciate you choosing Grosvenor Hotel Adelaide and regret that we did not provide the standard of experience you should expect. We hope to have the opportunity to welcome you again and provide a much-improved stay. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Stephen, Thank you for taking the time to provide such detailed feedback following your recent stay with us. We are sorry that your experience did not fully meet your expectations, particularly in light of the expectations created by the room photos and reviews you had seen prior to booking. We sincerely apologise that you were only notified 24 hours before arrival regarding the lifts being unavailable. We understand that this left you with limited opportunity to make alternative arrangements, and we appreciate your understanding in making the best of the situation and using the stairs throughout your stay. We also apologise for the difficulties you experienced when trying to contact reception using the in-house telephone. We understand how inconvenient it would have been to need to use your personal phone to reach the hotel, and we will ensure this feedback is raised with the relevant team. Your comments regarding noise are also appreciated. While the hotel is centrally located and some level of external city noise can be expected, we understand that the combination of street noise and the ringing telephone in the lift shaft affected the comfort of your stay. We are sorry for the disruption this caused. We are pleased to hear that you found the room spacious, clean and well appointed, and that you enjoyed our convenient location. We also appreciate your positive ratings for our team, check-in and departure. Your feedback regarding the bed movement and Wi-Fi connectivity has also been noted as areas for improvement. We regret that your experience has left you feeling that you would seek alternative accommodation in the future. Your feedback is valuable to us and will assist our team in identifying areas where we can improve both communication and the overall guest experience. Thank you again for sharing your experience with us. We hope we may have the opportunity to welcome you back in the future and provide a stay that better reflects the standard and experience we aim to deliver. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Shayne, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you had a good overall experience and enjoyed our convenient location, accommodation and breakfast selection. We are especially delighted to see your 100% rating for our team. Your kind recognition is greatly appreciated and will be shared with the entire team. We sincerely apologise for the inconvenience caused by the lifts being out of service during your stay. We understand that having to use the stairs can be inconvenient, and we appreciate your patience and understanding. We also acknowledge your comments regarding the pigeons around the windows and apologise for the irritation this caused. We will ensure this feedback is shared with our maintenance team for attention. As a valued ALL Accor Gold member, we truly appreciate you choosing Grosvenor Hotel Adelaide. We hope to have the pleasure of welcoming you back for an even more seamless stay in the future. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Gaynor, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are very sorry to hear that your experience fell significantly short of expectations, particularly as you have stayed with us previously. We understand how disappointing it must have been to return and feel that the condition of the hotel had deteriorated over time. We take your concerns regarding safety and the condition of the property very seriously. In relation to the closed Level 1 area, please be assured that our team continuously monitors the hotel floors through CCTV and conducts regular floor walks as part of our security procedures. We understand, however, that the appearance of a closed area may have caused you concern, and we apologise that this affected your sense of comfort and security during your stay. We also acknowledge your feedback regarding the dated condition of the room, stained carpets and overall cleanliness of the property. This is not the standard we aim to provide, and we are sorry that the condition of the hotel did not represent the experience you expected. We are pleased, however, that you found our front reception team to be efficient and friendly. Your kind recognition of their service is greatly appreciated and will be shared with the team. We sincerely regret that your return visit left you feeling that the hotel did not provide an acceptable standard or value for money. Your feedback is important to us, and we appreciate you taking the time to highlight these concerns. We hope to have the opportunity to provide you with a much-improved experience in the future. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Paul, Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely apologise for the inconvenience caused by the lifts being out of service during your visit. We fully appreciate how disruptive this would have been, and we understand your disappointment, particularly while travelling for business. We are pleased that other aspects of your stay, including your arrival and check in experience, were positively rated. Your feedback is valuable to us and has been shared with the relevant team as we continue to improve the overall guest experience. We hope to have the opportunity to welcome you back to Grosvenor Hotel Adelaide and provide you with a more comfortable and seamless stay. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Daniel, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are genuinely sorry that your experience did not meet your expectations. We particularly regret the inconvenience caused by the lifts being unavailable and understand how difficult the additional stairs would have been, especially during a business stay. We also sincerely apologise for the concerns you experienced regarding our team’s communication and the privacy of your room. A room being entered without knocking is certainly not the standard we expect from our team, and we understand why this would have been unsettling. Your comments have been noted and will be addressed with the relevant departments to reinforce the importance of clear communication and respecting guest privacy at all times. We are equally disappointed to hear that the condition of your room and the overall accessibility did not meet the standard you expected. We appreciate your feedback regarding the Wi-Fi speed and ease of access as well, as this helps us identify areas where we can improve. As a valued ALL Accor Gold member, we are especially sorry that we did not provide the level of experience you should expect from us. We hope you will consider giving us another opportunity to restore your confidence in Grosvenor Hotel Adelaide. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Christopher, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you had a good overall stay and enjoyed the cleanliness of the hotel and your accommodation. We do, however, apologise for the inconvenience caused by the lifts being unavailable during your visit. We understand this would have been frustrating, and we appreciate your patience and understanding. Thank you also for your comments regarding early check-in and our breakfast selection. We appreciate your suggestion for a greater variety of protein options and will certainly share this feedback with our team as we continue to review and improve our offerings. We hope to have the pleasure of welcoming you back to Grosvenor Hotel Adelaide and providing an even more enjoyable experience on your next visit. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear J., Thank you for your wonderful feedback and for giving us a perfect 100/100 rating. We are delighted to hear that you enjoyed your stay with us, particularly our convenient location for late footy games, the cleanliness of your room, the comfort of your bed, and the service provided by our team. It is fantastic to know that Grosvenor Hotel Adelaide has become your preferred place to stay when you're in town. We truly appreciate your continued support and look forward to welcoming you back for your next footy game and future stays. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Nigel, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you appreciated our convenient location close to the main shopping area. However, we sincerely apologise for the difficulties you experienced during your stay. We understand how challenging the stairs would have been, particularly with your husband’s knee concerns, and we are sorry that the lift outage caused such inconvenience. We also apologise for the constant banging noise you experienced on your first night. We are glad that our team was able to move you to another room and that you found the second room more comfortable, but we appreciate that this disruption affected your overall experience. Your comments regarding the condition and appearance of the hotel are also noted and will be shared with our management team as we continue to look at opportunities for improvement. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a more comfortable and enjoyable stay in the future. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Philip &. M., Thank you very much for your wonderful feedback and for your perfect 100/100 rating. We are delighted to hear that you enjoyed your stay and found our location convenient. It is especially heartening to know that Hussan and the entire team went out of their way to look after your wellbeing while the lifts remain out of service. We will certainly share your kind recognition with Hassan and the team. We are also pleased to hear that you consistently find your accommodation neat and tidy. Your continued support and loyalty mean a great deal to us, and we truly appreciate that you choose to book with Hassan during your stays. We look forward to welcoming you back again soon and providing you with the same warm and attentive service. Warm Regards, Namrata Daga Assistant Night Manager Grosvenor Hotel Adelaide

Dear Glenn, Thank you for your wonderful 100/100 review and for choosing the Grosvenor Hotel Adelaide for your three-night stay. We are delighted to hear that you enjoyed our convenient city-centre location, on-site parking, and the friendly service from our team. It is especially pleasing to know you found your room comfortable and quiet, allowing you to enjoy a relaxing stay. We also appreciate your feedback on the breakfast selection and will certainly share your comments with our team as we continually look for ways to enhance our guests’ experience. Thank you for your continued support as an ALL Accor Gold member. We look forward to welcoming you back to the Grosvenor Hotel Adelaide on your next visit. Warm regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide