Dear Nicole, Thank you for taking the time to share such wonderful and detailed feedback following your family getaway at Sebel Pinnacle Valley. We are delighted to hear that you found the resort to be a comfortable and relaxing escape from Melbourne, and that you enjoyed the range of activities and facilities available during your two-night stay. It is fantastic to know you made the most of the sauna and spa, BBQ and fire area, mini golf and multipurpose courts, as well as enjoying the abundant wildlife around the property. We are also pleased to hear that you enjoyed your breakfast and found your Lux Escapes package to be great value. Your feedback regarding the à la carte breakfast and reducing food wastage is appreciated, and we will certainly share this with our Food & Beverage team. Your kind comments regarding the cleanliness, spaciousness and maintenance of our rooms, as well as the cleanliness of our facilities and the friendliness of our team, mean a great deal to us. Thank you again for your lovely feedback and for saying that you would return. We look forward to welcoming you and your family back to Pinnacle Valley for another relaxing High Country getaway. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Anna, Thank you very much for taking the time to share your wonderful feedback following your stay with us. We are thrilled to hear that you had such a comfortable and enjoyable stay and that you loved our beautiful location and the amenities available throughout the resort. We are especially pleased to hear that William was able to make your stay even more enjoyable by providing recommendations on places to visit in the local area. The Victorian High Country has so much to offer, and we are always happy to help our guests discover some of the highlights. Thank you again for your kind words. Knowing that you are already planning to return is a wonderful complement to our team. We look forward to welcoming you back to Sebel Pinnacle Valley Resort for another memorable stay. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Ken, Thank you for taking the time to share your lovely feedback following your stay with us. We are delighted to hear that you had such a relaxing and enjoyable stay and that you appreciated the tranquility and beautiful location of the resort. It is wonderful to know that you also enjoyed the food and found our team so welcoming and helpful. Your 100/100 ratings for our team, check-out and wifi are fantastic to see, and we will certainly share your kind feedback with the team. Knowing that you are already planning to return is the best compliment we could receive. Thank you also for your continued support as an ALL Classic member. We look forward to welcoming you back to the High Country for another peaceful and enjoyable getaway. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Anton, Thank you for taking the time to share your feedback following your recent stay. We’re pleased to hear that you enjoyed your accommodation, cleanliness, breakfast selection, check-in and check-out, and that the Wi-Fi met your expectations. We also truly appreciate your continued support as an ALL Platinum member and, particularly as a returning guest, we value your comments about how your experience compared with your previous stay. We’re sorry to hear that the service at our restaurant did not meet the standard you experienced previously. We take your comments regarding the level of hospitality, the interaction with our team and the request for a takeaway coffee seriously. We will review the circumstances with our Food & Beverage team and use your feedback as an opportunity to reinforce our service expectations and ensure our team is consistently providing the warm and attentive hospitality our guests expect. We appreciate you bringing this to our attention, as feedback such as yours helps us identify where we need to improve. We hope to have the opportunity to welcome you back on your next visit and provide the level of service you have come to expect from The Sebel Pinnacle Valley. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Cheemeng, Thank you for taking the time to share your wonderful feedback following your stay at Sebel Pinnacle Valley Resort. We are delighted to hear that you love the resort and enjoyed the comfortable accommodation, our restaurant and the beautiful wildlife that surrounds the property. Seeing kangaroos, birds and deer in the morning is certainly one of the special parts of staying here in the Victorian High Country. It is fantastic to see your 100/100 ratings across your accommodation, cleanliness, breakfast, arrival, departure and our team. We will also share your kind comments with the team, who will be very pleased to know you were happy with the service throughout your stay. We appreciate your feedback regarding the lack of lifts and the location of your room. We understand that reaching a third-floor room can involve additional stairs, and your observation about parking on the appropriate level is very helpful. We will continue to ensure we communicate the different access and parking options as clearly as possible to help guests choose the most convenient option for their stay. We also note your lower rating for the WiFi and will take this feedback on board as we continue working to improve connectivity across the resort. Thank you again for your support as an ALL Platinum member. We look forward to welcoming you back for another peaceful High Country escape. Warm regards, Lukas Astudillo Assistant Resort Manager

John L., Thank you for taking the time to share your wonderful feedback. We’re delighted to hear that you enjoyed our beautiful location and grounds, and that you found your apartment comfortable, well presented and well equipped. It’s fantastic to know that our team made such a positive impression with their friendly and helpful service. A special thank you for recognizing Paula and William. We’ll be sure to share your kind words with them, as it’s always wonderful for our team members to know their efforts are appreciated by our guests. We’re also pleased to see your accommodation, cleanliness, arrival, departure and overall team experience. Thank you again for choosing The Sebel Pinnacle Valley. We’re thrilled to hear that you’re already looking forward to your next visit, and we look forward to welcoming you back to the High Country soon. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Ravi, Thank you for taking the time to share your wonderful feedback and for rating your overall experience 100/100. We’re delighted to hear that you and your family enjoyed your stay, particularly the apartment and its facilities. It’s also great to know that you were able to make use of our EV charging facilities during your visit. We really appreciate your suggestion regarding additional EV charging points. We understand the challenge of having to position your vehicle near the back stairs, and your feedback will certainly be shared with the relevant team as we continue to look for ways to improve our facilities and sustainability initiatives. It’s fantastic to see every aspect of your stay receive a perfect score, including our accommodation, cleanliness, team, Wi-Fi and sustainability efforts. Thank you again for choosing The Sebel Pinnacle Valley. We hope to have the pleasure of welcoming you and your family back to the High Country again soon. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Robert, Thank you for taking the time to share your wonderful feedback and for rating your overall experience 100/100. We’re delighted to hear that you had such a fantastic and comfortable stay with us. It’s wonderful to know that you enjoyed your clean and comfortable accommodation, as well as the food and service at our restaurant. Your kind words about our team being friendly, professional and helpful are greatly appreciated, and we’ll be sure to share your recognition with the entire team. We’re also pleased to see your booking, arrival, check-in, check-out and overall accommodation experience all receiving perfect scores. Thank you as well for recognizing our sustainability efforts. We’re glad that the recycling, laundry products and room setup made a positive impression and contributed to your stay. As a valued ALL Gold member, we truly appreciate your support and look forward to welcoming you back to the High Country for another luxurious and enjoyable stay. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Cassie, Thank you so much for sharing your wonderful feedback following your Father’s Day weekend with us! We are absolutely delighted to hear that you and your family had such an incredible weekend with us. It is fantastic to know that you enjoyed our facilities, found everything clean and beautiful, and most importantly, felt so welcomed and well looked after by our team. A special thank you for recognizing Scott and Nina from our restaurant team. We are particularly pleased to hear that they went above and beyond to make your family feel comfortable and were so accommodating with your young children. We will certainly share your lovely comments with them. Receiving a 100/100 across every aspect of your stay and a 10/10 recommendation truly means a lot to our entire team. Knowing that you are already looking forward to returning is the best feedback we could receive! We look forward to welcoming you and your family back to Sebel Pinnacle Valley Resort for another memorable High Country getaway. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Gordon, Thank you for taking the time to share your wonderful feedback following your stay with us We are delighted to hear that you enjoyed your accommodation, the beautiful views around the property, and our convenient location. It is particularly pleasing to see the excellent scores you have given across your stay and to know that you would highly recommend us. Your kind comments about our team are greatly appreciated. We are especially pleased to hear that you received a friendly welcome from all our staff, and we will make sure your feedback is shared with the team. It is also wonderful to know that our Accor Vacation Club staff were so helpful during your booking experience. We look forward to welcoming you back to Sebel Pinnacle Valley Resort for another enjoyable High Country getaway. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Bronwyn, Thank you for taking the time to share your feedback following your stay with us. We are pleased to hear that you otherwise enjoyed your time at Sebel Pinnacle Valley Resort and that you found our team helpful, with a special mention of Kellie. We will certainly pass your kind recognition on to her. We appreciate you highlighting the lighting configuration in the accessible suite. Your comments regarding having the switches located only at the entrance, particularly when moving between different flooring surfaces at night, are very valuable. We also understand your point about having independent lighting controls for the bedroom and lounge, as this would provide greater flexibility and comfort for guests sharing the suite. We will raise this feedback with our maintenance and management teams for consideration. We also appreciate your comments regarding our sustainability practices. We are pleased that you were happy to participate in our towel and linen-saving initiatives, and we understand your point that this should not prevent essential services such as rubbish removal and the replenishment of tea and coffee supplies. We will review how we can balance our sustainability initiatives with guests' expectations for convenience and comfort. Finally, thank you for highlighting the WiFi speed. We understand how important a reliable and fast connection can be, and your feedback will be taken into consideration as we continue to look at opportunities to improve our connectivity. Thank you again for your constructive feedback. Comments such as yours help us identify practical improvements that can make a genuine difference to our guests' experience. We hope to have the pleasure of welcoming you and your family back to the resort in the future. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Wayne, Thank you for taking the time to share your feedback following your stay at Sebel Pinnacle Valley Resort. We are pleased to hear that you enjoyed our great location and found your accommodation comfortable and clean. We also appreciate your positive comments about your overall stay and your willingness to recommend us. We are, however, sorry to hear that you felt uncomfortable with being approached multiple times regarding the Accor presentation. We understand that being asked on three separate occasions can feel excessive, particularly when you have already indicated that you are not interested. Your feedback is important to us, and we will reinforce with the relevant team the importance of respecting our guests' preferences and ensuring that any follow-up is appropriate and not intrusive. Our intention is always to offer the opportunity rather than detract from our guests' holiday experience. We also appreciate your comments regarding the electric vehicle charging bays. We understand your concern that four parking spaces are designated for EV charging and that, when these spaces are not being used, they may appear unavailable to other guests. We will certainly pass your suggestion regarding the location of these spaces on to the relevant team for consideration. As EV adoption continues to grow, we also need to balance the current needs of our guests with future demand for charging facilities. Thank you again for your constructive feedback. We value your comments and hope to have the opportunity to welcome you back and provide an even better experience on your next visit. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Alan, Thank you for taking the time to share your feedback following your stay with us We are delighted to hear that you had a comfortable and enjoyable stay and that you were happy with your experience overall. It is wonderful to see your positive scores for your accommodation and cleanliness, as well as your recognition of our team. Our peaceful location in the Victorian High Country is certainly one of the features that makes the resort special, although we appreciate that being away from the main town areas can feel a little isolated for some guests. We hope you were able to enjoy the tranquility, fresh mountain air and beautiful surroundings during your visit. Thank you also for your positive feedback regarding the WiFi and for your support as an ALL Classic member. We truly appreciate your recommendation and hope to welcome you back for another relaxing getaway in the future. Warm regards, Lukas Astudillo Assistant Resort Manager

Dear Shashwat, Thank you for taking the time to provide such detailed feedback following your family stay with us While we are pleased to hear that you found your stay comfortable and that you were satisfied with your arrival, accommodation cleanliness, check-out, WiFi and sustainability efforts, we are genuinely disappointed that several aspects of your experience fell short of the standards we aim to provide, particularly as an ALL Platinum member. Please accept our sincere apologies for the delays and inconsistencies you experienced with our restaurant service. Receiving your coffees at significantly different times, waiting 40 minutes for your meal, and ultimately receiving food that was cold is certainly not the experience we want our guests to have. We also acknowledge your comments regarding the limited menu and the milk not being replenished at the tea station. Your feedback has been shared with our Food & Beverage leadership team so we can review both our service processes and resourcing during busy periods. We also apologise for the inconvenience regarding your request for tea bags outside our housekeeping operating hours. We understand that, while this may seem like a small request, having to wait until the following morning was frustrating and impacted your experience. Our resort operates with a dedicated housekeeping team during set daytime hours, but we recognise the importance of ensuring guests can access basic amenities and assistance outside those hours. We will review how we can better support these requests when housekeeping is unavailable. Regarding the chalet configuration, we appreciate your feedback about the single bathroom in our six-person chalets. We understand that this can be challenging for larger families and appreciate you highlighting this consideration for future guests. Your comments are extremely valuable to us, as they highlight areas where we need to improve. We hope that, despite the shortcomings you experienced on this occasion, we will have the opportunity to welcome you and your family back and provide the level of service and experience you should reasonably expect from a Sebel resort. Warm regards, Lukas Astudillo Assistant Resort Manage

Dear Matthew, Thank you so much for taking the time to share your lovely feedback and for rating your overall experience 90/100. We’re delighted to hear that you enjoyed our beautiful location, found your room very comfortable and appreciated the cleanliness of the resort. It’s also wonderful to know that our team helped make your stay memorable. I’m especially grateful for your kind words and for mentioning Paula, Elisa, our restaurant team member (Scott), and myself. It was an absolute pleasure to welcome you and your family, and I’m very happy to know that we were able to contribute to such a positive experience. We’re sorry to hear that the air conditioning was noisier than expected. We appreciate you bringing this to our attention and will have the unit checked by our maintenance team to determine whether any servicing or further action is required. We also appreciate your feedback regarding the breakfast selection. We’ll share this with our Food & Beverage team as we continue to look for ways to improve our offering. Thank you again for your wonderful comments and for your 9/10 recommendation. We truly appreciate your support as an ALL Gold member and hope to have the pleasure of welcoming you and your family back to The Sebel Pinnacle Valley in the future. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Rohan, Thank you for taking the time to share your honest feedback and for returning to The Sebel Pinnacle Valley on several occasions. We truly appreciate your continued support and understand how meaningful it is to hear when a returning guest feels that some of the touches that once made their stays special are no longer as noticeable. We’re pleased that you continue to enjoy our beautiful grounds and location, and it’s wonderful to hear that members of our team are still making a positive impression. We’ll be sure to share your kind comments with the F&B team. At the same time, we’re sorry to hear that your recent experience did not provide the same level of value or attention to detail that you remember from previous stays. We understand that when the price of a stay increases, expectations around the overall experience naturally increase as well. Your comments are important to us, particularly as a returning guest, and will be shared with the relevant teams. We also sincerely apologize for the poor Wi-Fi experience. A score of 30/100 is certainly below the standard we aim for, and we understand your frustration regarding both the ease of access and connection speed. We’ll ensure this feedback is raised with the relevant team for further review. Thank you again for your honest feedback and for continuing to choose The Sebel Pinnacle Valley. We genuinely hope to have the opportunity to restore the level of experience that you have enjoyed with us in the past and provide you with a stay that once again feels worthy of your continued support. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Adam. Thank you so much for taking the time to share your wonderful feedback and for rating your overall experience 100/100! We’re absolutely delighted to hear that you enjoyed your four-night stay and found The Sebel Pinnacle Valley to be the perfect base for your snowboarding trip to Mt Buller. It’s fantastic to know that you loved the accommodation, location and, most importantly, the service provided by our team. We’re especially pleased to see Teisha recognized for her assistance at reception. We’ll be sure to share your kind words with her, as well as with our restaurant team. It’s always wonderful to know that our team members helped make your stay more enjoyable. We’re sorry, however, about the Wi-Fi issue upon arrival. We understand how frustrating it must have been to have no Wi-Fi during your first evening, particularly after travelling and arriving at 5:06pm. We appreciate your understanding regarding the timing and the fact that the issue could not be attended to until the following day, but we recognize that this was not ideal and apologize for the inconvenience caused. Thank you again for your fantastic feedback and your 10/10 recommendation. We look forward to welcoming you and your family back to The Sebel Pinnacle Valley for another great snow season! Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Tina & a. Thank you so much for your wonderful feedback a. for rating your stay 100/100! We’re absolutely delighted to hear that you loved your stay with us a. enjoyed the beautiful views, abundant wildlife a. the cozy atmosphere created by our fireplaces throughout the resort. It’s fantastic to know that you found your apartment well-appointed a. spotless, a. that the booking a. arrival experience were smooth a. hassle-free. We’re especially pleased to see Scott a. Nini recognized for their friendly a. helpful service. We’ll be sure to share your kind words with them, as recognition like this means a great deal to our team. Thank you also for your 10/10 recommendation a. for choosing The Sebel Pinnacle Valley as an ALL Classic member. We’re thrilled that you had such a memorable experience a. look forward to welcoming you back to the High Country for another wonderful stay. Kind regards, Lukas Astudillo Assistant Resort Manager

Dear Michaele, Thank you for taking the time to share your feedback and for rating your overall experience 90/100. We’re delighted to hear that you enjoyed your two-bedroom apartment and found it to be a brilliant accommodation for your family stay. It’s also wonderful to see that you rated the accommodation 100/100 and that you would recommend us with a 9/10 score. We appreciate you bringing the cleanliness of the bedside lamps to our attention. We apologies that these were not cleaned to the standard we expect, and we’ll share your feedback with our housekeeping team to ensure these details receive the appropriate attention during room inspections. We also appreciate your comments regarding the Wi-Fi speed. We understand how important a reliable and fast connection can be, and we’ll pass your feedback on to the relevant team as we continue to look for opportunities to improve this service. Thank you again for choosing The Sebel Pinnacle Valley and for your continued support as an ALL Platinum member. We hope to welcome you and your family back for another enjoyable stay in the High Country. Kind regards, Lukas Astudillo Assistant Resort Manager