Hi Gerrard, Thank you for taking the time to share your lovely feedback with us. We are delighted to hear that you enjoyed your two-night stay and found your room to be spacious and comfortable. It is equally pleasing to know that you enjoyed your dining experience and appreciated the variety of choices available in our restaurant. We’re especially pleased to hear that you enjoyed our Stripback steak — we’ll be sure to pass your kind comments on to our kitchen and restaurant team. Thank you once again for your kind review. We truly appreciate your support and look forward to welcoming you back for another enjoyable stay in the future. Kind Regards Bailey Wootton Front Office Manager

Hi Cara, Thank you for taking the time to share your experience with us. We’re pleased to hear that you found the room comfortable and well equipped for your stay, and that our team were friendly and welcoming. We do sincerely appreciate your understanding while our building works are underway. We recognise that having works taking place during breakfast, along with the temporary closure of the bar and pool, can be disruptive and that this is not the full experience we aim to provide. Your comments regarding the timing of the vacuuming around the entrance and restaurant are also fair, and we’ll certainly raise this with the relevant team. We want to ensure that necessary cleaning and maintenance is carried out with as little disruption to our guests as possible. We’re grateful for your patience during this period and hope that, on a future visit, you’ll be able to enjoy all of our facilities without the impact of the current works. Thank you again for your feedback, and we hope to welcome you back. Kind Regards Bailey Wootton Front Office Manager

Hi Simone, Thank you for taking the time to share your feedback. I'm sorry to hear that your recent stay did not meet expectations. We strive to provide warm, attentive service, so it's disappointing to read that several of your interactions with our team left you feeling otherwise. While there can be periods of high demand, this should never impact the friendliness and professionalism of the guest experience. I also apologise for the early morning noise disturbance, which I understand would have detracted from your stay. We appreciate your comments and will be sharing them with the relevant departments for review. Kind regards, Bailey Wootton Front Office Manager

Hi Jeff, Thank you for your wonderful feedback and for taking the time to recognise the service you received during your stay. We’re delighted to hear that you appreciated the attention to detail and care shown by our reception team. It’s especially lovely to hear that Jacob went above and beyond to assist with your needs. We’re very proud of the genuine care our team puts into looking after our guests. Your kind words will be shared with Jacob, as we know he’ll be thrilled to hear that his efforts made a difference. Creating a smooth and welcoming experience is something we value greatly. Thank you again for choosing to stay with us and for sharing your experience. We look forward to welcoming you back again in the future. Kind Regards Bailey Wootton Front Office Manager

Hi Glenn, Thank you so much for taking the time to share such wonderful feedback. We’re delighted to hear that you enjoyed the convenience of our location and the old-school charm of the hotel. It’s especially lovely to know that Samantha made such a positive impression during your stay. We’ll be sure to pass on your kind words to her, as she’ll be thrilled to hear that her friendly and efficient service was appreciated. It’s also great to hear that she was able to assist with your late arrival and make the process easy for you. We understand that arriving later in the day can sometimes add an extra layer of stress to travel, so we’re pleased Samantha was able to make things smooth. Our team takes great pride in providing welcoming and attentive service from the moment guests get in touch. Thank you again for choosing to stay with us, and we hope to welcome you back again soon. Kind Regards Bailey Wootton Front Office Manager

Hi Gwen, Thank you for taking the time to share your feedback. We’re delighted to hear you found your stay comfortable and quiet, and that you enjoyed the room and facilities. We also appreciate you being honest about the bathroom. While we’re pleased you otherwise had an enjoyable stay, we certainly expect our rooms and bathrooms to be presented to a high standard. Your comments regarding the shower and general bathroom cleanliness have been noted and will be followed up with our housekeeping team. Thank you again for staying with us, and we hope to have the opportunity to welcome you back for an even more enjoyable experience next time. Kind Regards Bailey Wootton Front Office Manager

Hi Heather, Thank you for sharing such lovely feedback with us. We’re delighted to hear that you had a wonderful experience celebrating your family wedding with us. It’s fantastic to know that you enjoyed the location and venue, and especially that the food was a highlight of the celebration. We’re also pleased that you found the accommodation comfortable. It was a pleasure to be part of such a special family occasion, and we hope to have the opportunity to welcome you back again for another stay in the future. Kind Regards Bailey Wootton Front Office Manager

Hi Fiona, Thank you so much for returning to Peppers The Hills Lodge and for taking the time to share such thoughtful feedback. We’re delighted to hear that you once again enjoyed our comfortable beds and pillows, well-stocked room provisions, bathroom amenities, and the friendly service from our reception team. It’s particularly pleasing to know that you noticed our use of refillable bathroom products and our efforts to reduce single-use plastics. We appreciate your suggestion regarding heating the outdoor pool, and we’ll certainly keep this in mind when looking at ways to enhance the guest experience during the cooler months. Regarding birthdays and special occasions, we absolutely love celebrating these moments with our guests, however, unfortunately we can only arrange something special when we’re made aware of the occasion prior to or during the stay. While some information may be held within an Accor account, it is not something our reception team can always see or act upon automatically at check-in. Had we known it was your birthday, we would have been more than happy to acknowledge it and help make your stay a little more special. We’re also grateful that you chose to spend another Father’s Day weekend and birthday with us, and we hope you’ll continue making Peppers The Hills Lodge part of your special occasions. We look forward to welcoming you back for visit number three and, with a little advance notice, making sure we have the opportunity to celebrate with you properly. Kind Regards Bailey Wootton Front Office Manager

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