Hi Amanda, Thank you for taking the time to share such detailed feedback following your stay with us. We’re pleased to hear that you found your room clean and tidy and that our reception team made you feel welcome. We’re sorry, however, that the bed felt too firm and that the shower pressure and taps did not meet your expectations. We also completely understand your disappointment regarding the 1:30pm early check-in, particularly as you were attending a wedding and had a specific time you needed to be ready by. Our standard check-in time is 3:00pm, and while we always do our best to accommodate earlier arrivals, this is dependent on room availability and readiness on the day. We appreciate that other hotels may offer a 2:00pm check-in, and we understand how this difference may not have been obvious when making your plans. We’ll certainly take your comments regarding early arrivals on board, as we recognise how valuable additional flexibility can be for guests attending events. We hope to have the opportunity to welcome you again and provide a more comfortable and convenient stay next time. Kind Regards Bailey Wootton Front Office Manager

Hi Niyara, Thank you so much for your wonderful feedback. We’re delighted to hear that you received great service and found your room lovely and well appointed. It’s especially pleasing to know that our reception team were exceptionally friendly and helpful throughout your stay. Creating a warm and welcoming experience is something our team takes great pride in, so your kind words will mean a lot to them. We’re also glad that you enjoyed the comfort and presentation of your room and that it had everything you needed for an enjoyable stay. We truly appreciate you taking the time to recognise the efforts of our team. We hope to have the pleasure of welcoming you back again and providing you with the same level of service on your next visit. Thank you once again for choosing to stay with us and for sharing such lovely feedback. Kind Regards Bailey Wootton Front Office Manager

Hi David, Thank you for taking the time to share your feedback with us. We’re sorry to hear that your stay felt just okay and that you didn’t have the opportunity to enjoy some of the benefits associated with your visit. Your welcome drinks should have been available through your Accor app, and we’re genuinely sorry that you weren’t able to make use of them during your stay. We’re also sorry that we missed providing your welcome amenity, as we certainly appreciate how these thoughtful touches can make a stay feel more special. In regard to the room upgrade, these are always subject to availability at the time of arrival. We do, however, always do our best to accommodate upgrades whenever availability allows. We appreciate you bringing these points to our attention, as they give us the opportunity to ensure we are delivering the experience our guests expect from us. We hope to have the pleasure of welcoming you back and giving you a stay that feels much more memorable and reflective of the hospitality we pride ourselves on. Kind Regards Bailey Wootton Front Office Manager

Hi Michael, Thank you for taking the time to share your feedback with us. We’re pleased to hear that you had an excellent stay and that our team was able to look after you while you were feeling unwell. We hope you are feeling much better now. It’s wonderful to know that you felt supported and cared for by our team during your visit. We also appreciate your honest feedback regarding the age and condition of the rooms. We understand that some areas of the property would benefit from a refresh, and your comments are valuable to us as we continue to look at improvements. We’re always working towards providing a comfortable and welcoming experience for our guests. Thank you again for your feedback and for choosing to stay with us. We hope to have the pleasure of welcoming you back again in the future. Kind Regards Bailey Wootton Front Office Manager

Dear Kirsty, Thank you for your feedback. While I'm pleased to hear you received an upgrade, I'm sorry to learn that several aspects of your stay did not meet expectations. Cleanliness, room maintenance, and guest comfort are priorities for our team, and it's disappointing to hear that issues with the bath, room facilities, noise disturbances, and connectivity impacted your experience. Your comments have been shared with the relevant departments for review and follow-up. Kind regards, Bailey Wootton Front Office Manager

Hi Nicola, Thank you very much for taking the time to share such a wonderful review. We’re delighted to hear that you continue to enjoy your stays with us and appreciate the personal feel we aim to provide. It’s lovely to know that you find our rooms consistently clean, spacious and well equipped. We’re especially pleased to hear that you find our beds so comfortable. Your kind comments are a great encouragement to our entire team. We truly value your continued support and loyalty as a regular guest. Providing a comfortable and welcoming experience is very important to us. We look forward to welcoming you back again for another great stay. Thank you once again for choosing to stay with us. Kind Regards Bailey Wootton Front Office Manager

Hi Michelle, Thank you for such a lovely and thoughtful review. We’re so pleased to hear that you enjoyed the peaceful location, found the room immaculately clean on arrival, and that our team made your stay comfortable. We’re especially glad our housekeeping team respected your request for privacy while ensuring you knew assistance was available if needed. It’s wonderful to hear that the whole team made a positive impression—your kind words will certainly be appreciated by everyone. And we’re delighted the water pressure earned a special mention! Thank you again for staying with us, and we hope to welcome you back for another peaceful stay in the future. Kind Regards Bailey Wootton Front Office Manager

Hi Gregory, Thank you for taking the time to share your feedback. We’re pleased to hear you had a comfortable stay and especially enjoyed your dinner with us. It’s always lovely to know when our guests have a relaxed and enjoyable experience. We hope to have the opportunity to welcome you back again and make your next stay even better. Kind Regards Bailey Wootton Front Office Manager

Hi Hugh, Thank you for your lovely review and for sharing such thoughtful feedback. We’re delighted that you enjoyed the venue, your room and, most importantly, the warm service from our reception and hospitality teams. Hearing that we created a genuine “home feel” is a wonderful compliment. We’re very sorry to hear about the lack of hot water in the shower, particularly first thing in the morning. That certainly isn’t the experience we want for our guests, and we appreciate you bringing it to our attention. We also appreciate your comments regarding the restaurant menu and pricing. We understand that guests have different dining preferences and budgets, and your feedback is helpful as we continue to look at how we can cater to everyone. Thank you again for your kind words and constructive feedback. We hope to have the pleasure of welcoming you back and providing the seamless stay you deserve. Kind Regards Bailey Wootton Front Office Manager

Hi Vuyisile, Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed your stay and found the hotel comfortable. We are genuinely sorry that the pool being unavailable came as a disappointment, particularly as the pool and spa were an important part of your decision to stay with us. We completely understand how frustrating this would have been, and we appreciate your feedback regarding the communication around the works. Our pool is currently being renovated as part of our wider renovations and improvements across the property. We’re investing in these upgrades to create an even better experience for our guests, and we look forward to having the pool available again once the works are completed. We would also like to clarify that our spa operates as a separate franchise within the property and remained open and available to guests during your stay, subject to their own availability and operating hours. Thank you again for your understanding, and we hope to have the opportunity to welcome you back to Hills Lodge and let you experience our newly improved facilities. Kind Regards Bailey Wootton Front Office Manager

Hi Emma, Thank you so much for such a wonderful review and for sharing your experience with us. We’re delighted to hear that you enjoyed the charm and warmth of Peppers the Lodge and that our team made you feel so welcome. It’s lovely to know that you found the staff both friendly and efficient throughout your stay. We’re also pleased that your room was just right for you, with plenty of space and a comfortable bed to relax in. Breakfast is always an important part of the stay, so we’re thrilled to hear that you enjoyed it so much. Your kind words about the team and the hotel mean a great deal to us. Most of all, we’re delighted to hear that you would love to return. We’ll be looking forward to welcoming you back for another relaxing and enjoyable stay. Kind Regards Bailey Wootton Front Office Manager

Hi Phillip, Thank you so much for taking the time to share your lovely feedback with us. We’re delighted to hear that you find Peppers so convenient and that we continue to be your regular choice when visiting Sydney. It’s always a pleasure to welcome returning guests, and we truly value your continued support. We’re especially pleased to hear that our reception team was able to assist with an earlier arrival. Being able to settle in, freshen up, and relax after travelling can make such a difference to the start of a stay. Although you can’t remember her name, we’ll certainly share your kind words with our reception team — we’re sure she’ll recognise herself! Thank you again for choosing to stay with us, and we look forward to welcoming you back very soon. Kind Regards Bailey Wootton Front Office Manager

Hi Gary, Thank you for taking the time to share your thoughtful feedback. We’re very pleased to hear that you had a comfortable and clean stay, enjoyed the breakfast, and found our team to be great. We appreciate your understanding regarding the absence of a lift. As you mentioned, The Hills Lodge is a historic building, and while its character is something we’re very proud of, we certainly understand that carrying luggage upstairs can be inconvenient. Our Reception team is always happy to assist guests with their luggage where possible. Thank you also for your suggestion regarding complimentary bottled water in the rooms. We appreciate the feedback and understand how this small convenience can make a difference, particularly after travelling. It was a pleasure having you stay with us, and we hope to welcome you back to The Hills Lodge again soon. Kind Regards Bailey Wootton Front Office Manager

Hi Allan, Thank you very much for your wonderful feedback. We’re delighted to hear that you found The Hills Lodge to be extremely well maintained and conveniently located for your visit. It’s also lovely to know that you found the parking convenient and received such a warm welcome from our Reception team. We place great importance on making our guests feel welcomed from the moment they arrive, so your kind words will be greatly appreciated by the team. Thank you for choosing to stay with us, and we look forward to welcoming you back to The Hills Lodge in the future. Kind Regards Bailey Wootton Front Office Manager

Hi Mitchell, Thank you for taking the time to share such a wonderful review. We’re so pleased to hear that you found The Hills Lodge to be clean, comfortable and affordable, and that our location was convenient for your needs. It’s especially lovely to hear that you appreciated our 24-hour Front Desk, pleasant staff and beautiful grounds. We take great pride in providing a welcoming and well-maintained environment for our guests, so your kind comments are greatly appreciated. Thank you again for choosing to stay with us. We hope to have the pleasure of welcoming you back to The Hills Lodge on your next visit to the area. Kind Regards Bailey Wootton Front Office Manager

Hi E., Thank you for taking the time to provide such detailed feedback. We are genuinely sorry that your stay in Room 43 did not meet the standard you have experienced with us previously, particularly as a returning guest. The condition of the bathroom, including the cracked and poorly patched tiles and the build-up in the grout, is certainly not the level of presentation or maintenance we expect at The Hills Lodge. We also apologise for the issues with the vent noise, buzzing light fitting and damaged wood panelling. Your comments have been taken seriously, and these matters will be raised with our maintenance and housekeeping teams for inspection and rectification. We are, however, pleased to hear that our Duty Manager was apologetic and helpful when you brought your concerns to our attention. We pride ourselves on being responsive when something is not right, and we appreciate you acknowledging their efforts. We sincerely apologise for the disappointment caused, especially in comparison with your previous stays in the main building. We value your continued patronage and hope we have the opportunity to restore your confidence in us and provide the comfortable, well-maintained experience you have come to expect from The Hills Lodge. Kind Regards Bailey Wootton Front Office Manager

Hi John, Thank you very much for taking the time to leave such a lovely review. We’re delighted to hear that you found our staff to be amazing and that their service contributed positively to your stay. Our team genuinely takes pride in making every guest feel welcome, comfortable and well looked after, so feedback like this means a great deal to us. We’ll certainly share your kind words with the team, who will be very pleased to hear them. Thank you again for staying with us. We hope to have the pleasure of welcoming you back to The Hills Lodge again soon. Kind Regards Bailey Wootton Front Office Manager

Dear Tan, Thank you for your kind feedback! We’re delighted to hear that you had a comfortable, safe, and pleasant stay with us. It’s wonderful to know you enjoyed your experience, and we hope to have the pleasure of welcoming you back again soon. Sincerely, Bailey Wootton Front Office Manager

Dear Justin, Thank you for taking the time to share your feedback with us. We’re pleased to hear that you had an overall good stay, although we’re sorry that some aspects of your experience fell short of expectations. We sincerely apologise for the pool being unavailable during your stay and understand how disappointing this would have been, particularly if you were looking forward to using the facilities. We also appreciate your comments regarding the speed of our drinks service and staff training. Your feedback has been shared with the relevant teams as we continue to work on improving both our service and guest experience. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back and provide you with a much-improved experience. Sincerely, Fazleen Khan Front Office Manager