Dear Nathan, Thank you for sharing your feedback. We’re sorry to hear that the condition of the room, Wi-Fi, and breakfast selection did not meet your expectations. We appreciate your honest comments regarding the areas where we can improve, and we will share your feedback with our management team for review. We sincerely apologise that your stay was disappointing and thank you for bringing these concerns to our attention. Kind regards, Charlie Chu Front Office Manager Grosvenor Hotel Adelaide by Accor

Dear Joan, Thank you for taking the time to share your feedback following your stay at Grosvenor Hotel Adelaide. We are pleased to hear that you enjoyed our convenient location, found the bed comfortable, and appreciated the helpfulness of our team. It is wonderful to know that our staff assisted with your luggage and made your arrival and departure as smooth as possible. I sincerely apologise for the inconvenience caused by the lift being out of order and the challenging access to your room. While we are glad that our advance communication helped you prepare for the stairs, we understand that navigating them can be difficult, and we appreciate your patience and understanding during this time. Thank you for your kind wishes regarding the lift repairs and for recognising the efforts of our team. Your feedback is greatly valued, and we hope to have the pleasure of welcoming you back for a more convenient and comfortable stay in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Tracey, Thank you for taking the time to share your feedback. I sincerely apologise for the disappointing experience you had during your stay at Grosvenor Hotel Adelaide. I am particularly concerned to hear about the cleanliness issues in your room, including the air conditioning filter debris on the bed linen and the used bandage in the shower recess. This is certainly not the standard of cleanliness we strive to maintain, and I understand how unsettling and unacceptable this must have been for you. I also apologise for the inconvenience caused by the inoperable lift and for the lack of clarity regarding the number of stairs you would need to climb. Furthermore, I appreciate your feedback about parking fees not being clearly communicated in advance. We understand the importance of providing accurate information to our guests so they can plan their stay with confidence. Please be assured that your comments will be shared with the relevant teams for review and follow-up, particularly regarding housekeeping standards and the communication of important guest information. We regret that we did not meet your expectations on this occasion and appreciate you bringing these matters to our attention. Thank you again for your honest feedback. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Leanne, Thank you for taking the time to share your feedback and for your continued loyalty as an ALL Accor Platinum member. I am pleased to hear that you appreciated our convenient location and that our team made a positive impression during your stay. However, I am sorry that the condition of the hotel, the unavailability of the lifts, and the breakfast selection did not meet your expectations. We understand that these aspects are important to a comfortable stay, and we appreciate your honest comments regarding the need for refurbishment, lift improvements, and a more satisfying breakfast offering. Your feedback has been noted and will be shared with the relevant management teams as we continue to look for opportunities to improve our guest experience. We regret that your stay did not leave you feeling confident about returning, and we appreciate you bringing these areas for improvement to our attention. We hope to have the opportunity to provide you with a more enjoyable experience in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Alexandra, Thank you for taking the time to share your feedback. We’re sorry that your stay fell short of the experience you have come to expect from Accor. We understand how the lift outage and the room not meeting your expectations affected your stay. We also regret that you did not feel sufficiently recognised as an ALL Gold member. Your comments are valuable to us, and we will share them with our team to help us improve our guest experience. We appreciate your honest feedback, Alexandra, and hope we’ll have another opportunity to welcome you and provide you with a much better stay. Kind regards, Charlie Chu Front Office Manager Grosvenor Hotel Adelaide by Accor

Dear Benjamin, Thank you so much for your wonderful feedback and for awarding us a perfect score. We are delighted to hear that you enjoyed your stay at Grosvenor Hotel Adelaide and appreciated our clean, spacious rooms, convenient location, and friendly service. We also appreciate your understanding regarding the temporary lift situation. It is great to know that our advance communication, clear signage, assistance with luggage, and in-room amenities helped make your stay comfortable despite the inconvenience. Thank you as well for your valuable suggestion about providing recycling bins in guest rooms. We appreciate your thoughts on sustainability and will share this feedback with our team as we continue to explore ways to improve our environmental practices. Your kind words are a great encouragement to our team, and we truly appreciate your support as an ALL Accor member. We look forward to welcoming you back to Grosvenor Hotel Adelaide for another enjoyable stay. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Maria, Thank you for your lovely feedback and for choosing Grosvenor Hotel Adelaide for your family stay. We are delighted to hear that you enjoyed the complimentary upgrade to our King Suite, the comfortable bed, the excellent views, and our convenient location. However, I sincerely apologise for the issues you encountered with the shower and the cleanliness of the shower mat and bathrobe. This is certainly not the standard we aim to provide, and I understand how disappointing it must have been to discover used tissues in the wardrobe. Your feedback will be shared with our housekeeping team to ensure greater attention to detail. We truly appreciate your kind words and are pleased that, overall, you had a comfortable and enjoyable stay. Thank you for your support as an ALL Accor member, and we look forward to welcoming you and your family back for another memorable experience. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Grant, Thank you for taking the time to share your feedback following your three-night stay at Grosvenor Hotel Adelaide. We are pleased to hear that you found your room comfortable and clean, and that our team members were pleasant, helpful, and attentive to your needs. Your kind comments are greatly appreciated. I sincerely apologise for the inconvenience caused by the lift outage. While we appreciate your understanding during this time, we recognise that access to the lifts is an important part of a comfortable stay, particularly for guests staying for longer periods. Thank you for your continued support as an ALL Accor member and for your positive feedback. We look forward to welcoming you back to Grosvenor Hotel Adelaide and providing you with another enjoyable stay. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Richard, Thank you for sharing your feedback following your recent stay at Grosvenor Hotel Adelaide. We are pleased to hear that you enjoyed your room, our convenient location, and the cleanliness of the accommodation. However, we sincerely apologise for the inconvenience and frustration caused by the lift being out of service. We understand how difficult it must have been to carry two heavy suitcases up the fire stairs, and we regret that this affected your overall experience. Should you choose to stay with us again in the future, and if the lift is still out of service, please do not hesitate to contact our reception team. We are available 24 hours a day, 7 days a week, and our team will be happy to assist you with your luggage and do our best to make your stay as comfortable as possible. Thank you for your understanding and for bringing this matter to our attention. We appreciate your feedback and hope to welcome you back for a more convenient and enjoyable stay. Kind regards, Nishan Madushanka Grosvenor Hotel Adelaide

Dear Narelle, Thank you for sharing your detailed feedback regarding your recent stay at Grosvenor Hotel Adelaide. We are pleased to hear that you enjoyed our convenient location, had a positive check-in experience, and appreciated the assistance provided by our reception team, particularly with storing your luggage after check-out. We will be sure to share your kind comments with our team. However, we sincerely apologise for the inconveniences you experienced during your stay. We understand your concerns regarding traffic noise, the lack of lifts, the open windows during the storm, and the room layout. We also regret that the milk frother was not clean and that you experienced difficulties connecting the Wi-Fi to the television. Please be assured that your feedback has been noted and will be shared with the relevant teams for review and improvement. Your comfort and safety are important to us, and we are sorry that aspects of your accommodation did not meet your expectations. Thank you for bringing these matters to our attention, as your feedback helps us identify areas where we can improve. We appreciate your positive comments about our team and sustainability initiatives, and we hope to have the opportunity to provide you with a more comfortable and enjoyable experience on a future visit. Kind regards, Nishan Madushanka Grosvenor Hotel Adelaide

Dear Janine, 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 provided very good service and assistance, and that you found your accommodation comfortable for your short stay before boarding the Overland train. However, I sincerely apologise for the mould you noticed on the window. We understand your concern, particularly given your asthma, and take matters relating to cleanliness and guest comfort very seriously. Your feedback has been noted and will be shared with our housekeeping and maintenance teams for their attention. We also appreciate your comments regarding the hotel's refurbishment and the lifts. While we are working towards improving our facilities, we recognise that these aspects can affect the overall guest experience, and we apologise for any inconvenience caused. Thank you again for your valuable feedback and for your support of the ALL Accor loyalty programme. We hope to have the opportunity to welcome you back and provide you with a more enjoyable experience in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Joanne, Thank you for taking the time to share your feedback. I am sincerely sorry to hear how difficult and painful your stay was, particularly given your upcoming hip and knee replacements and the number of stairs you had to navigate. I completely understand your frustration regarding the lifts and the impact this had on your stay. I also apologise that our response when you asked about assistance and dining in your room came across as unhelpful or dismissive. While there are limitations to the services we can provide, we should always respond with empathy and make every reasonable effort to find an alternative solution. Your comments regarding the lifts, accessibility, in-room dining assistance and the overall approach of our team have been taken seriously. I will ensure this feedback is shared with the relevant departments so that we can improve how we support guests with mobility difficulties. I am pleased to see that you found the cleanliness and breakfast selection satisfactory, although I appreciate these positives do not outweigh the difficulties you experienced. Thank you again for bringing this to our attention, and please accept my sincere apologies for the discomfort and disappointment caused during your stay. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Paul, Thank you for taking the time to share your feedback and for highlighting our convenient location and the helpfulness of our team. We sincerely apologise for the inconvenience caused by the ongoing lift issues and appreciate your understanding while these works are being addressed. We understand how significantly this can affect the overall guest experience and access to our facilities. We are pleased to hear that you found your room clean, our team helpful, and the Wi-Fi satisfactory. We also appreciate your comments regarding the breakfast selection and the limited hotel services currently available. Your feedback is valuable and will be shared with the relevant teams as we continue working to improve the guest experience. Thank you for choosing Grosvenor Hotel Adelaide and for your continued loyalty as an Accor Gold member. We hope to have the opportunity to welcome you back and provide you with a more complete and comfortable stay. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Margo, Thank you for taking the time to share your detailed feedback following your recent business stay with us. We are pleased to hear that you found our team lovely and helpful and that you enjoyed our fantastic location. Your kind comments about our staff are greatly appreciated and will be shared with the team. We also appreciate your honest feedback regarding the condition of the accommodation and your suggestion for a complete refurbishment. We understand how important comfortable, well-maintained accommodation is to our guests, and your comments have been noted and shared with our management team as we continue to look at opportunities to improve our facilities. Thank you also for highlighting the Wi-Fi connection speed. We will certainly take this feedback into consideration as we work to improve the overall guest experience. We truly value your feedback and hope to have the opportunity to welcome you back to Grosvenor Hotel Adelaide and provide you with an improved experience in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Lynette, 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, cleanliness and, most importantly, the person-centred service provided by our team. It is wonderful to know that our staff were polite, helpful and prompt, helping to make your stay comfortable. Your kind words are greatly appreciated and will be shared with the entire team. We also appreciate your honest comments regarding the accommodation being somewhat dated and the limited outlook from your window. We understand how these aspects can affect the overall experience, and your feedback is valuable as we continue to work towards improving and refreshing our facilities. Thank you once again for your excellent rating and for choosing Grosvenor Hotel Adelaide. We look forward to welcoming you and your partner back in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Jaimie, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We’re delighted to hear that you were comfortable in your room and that our team made you feel welcome with their helpful and professional service. It is especially pleasing to know that our reception team was able to assist you when you arrived, and that their honesty and helpfulness made a positive impression. We sincerely appreciate your understanding regarding the lifts being out of service. While we regret the inconvenience this caused, we’re very pleased that our team could assist with your luggage and make your stay as comfortable as possible. Your kind words are a great encouragement to our team, and we hope to have the pleasure of welcoming you back to Grosvenor Hotel Adelaide in the future. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Janice, Thank you for taking the time to share your feedback following your recent stay with us. We’re delighted to hear that you enjoyed our great location and found our team attentive and friendly. It is especially wonderful to hear that Sunilla made a positive contribution to your stay. We will be sure to pass on your kind recognition to her. We also appreciate your understanding regarding the renovations currently taking place at the hotel. We sincerely apologise for any inconvenience this may have caused during your stay and are grateful for your patience as we work towards improving our facilities. Thank you also for your valuable feedback regarding the shower-over-bath arrangement. We understand that this may not be suitable or comfortable for some of our older guests, and we will take your comments into consideration as we continue to improve our accommodation. We’re pleased that you enjoyed your interactions with our team and that your arrival, departure, cleanliness and Wi-Fi experience met your expectations. We hope to have the pleasure of welcoming you and your partner back to Grosvenor Hotel Adelaide for an even more comfortable stay. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Quyen, Thank you so much for your wonderful review and for awarding us a perfect 100/100 rating! We’re absolutely delighted to hear that you and your family enjoyed your second stay with us. It is fantastic to know that you appreciated our convenient location, affordable rates, clean and comfortable rooms, and, most importantly, the amazing service from our team. We sincerely appreciate your understanding regarding the lifts being out of service and are pleased that this did not impact your overall experience. Your positive attitude and understanding are greatly appreciated. It means a great deal to us to know that you would highly recommend Grosvenor Hotel Adelaide and that your family plans to return. We look forward to welcoming you all back for your next stay and making it just as enjoyable. Thank you once again for your continued support and for being a valued ALL Accor member. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide

Dear Imogine, Thank you for taking the time to share such detailed feedback following your recent stay with us. I am sincerely sorry that your second stay at Grosvenor Hotel Adelaide fell so far short of your expectations. In particular, I apologise for the disruption caused by noise in the hallway and for the condition of the bedding you encountered. Cleanliness and a comfortable night's sleep are fundamental to the experience we aim to provide, and I completely understand your disappointment, especially when you were staying with us for events and needed to rest. Your comments regarding the discoloured bedding are particularly concerning. This is certainly not the standard we expect, and I will be following this feedback up with our housekeeping team to ensure our linen inspection and room presentation procedures are being appropriately followed. I am also sorry that the noise affected both nights of your stay. While we cannot always prevent noise from other guests, we understand our responsibility to respond appropriately and do everything possible to minimise disturbances. We will also take your comments into consideration when allocating rooms and addressing requests for quieter accommodation. I appreciate you mentioning the positive aspects of your stay, including the bathroom, Wi-Fi and the flexibility to leave your vehicle in our car park after checkout. However, I recognise that these positives do not outweigh the issues you experienced. As a returning guest and an Accor ALL member, we are particularly disappointed that this stay has left you questioning whether you would return to us. I would genuinely appreciate the opportunity to welcome you back and provide the standard of stay you should have experienced on this occasion. Thank you again for bringing these matters to my attention. Your feedback has been shared with the relevant teams for review. Kind regards, Harshdeep Singh Sodhi Night Manager Grosvenor Hotel Adelaide