The Sebel Sydney Chatswood 4.5 stars

Dear Debbie F., Thank you for sharing your thoughtful feedback and for highlighting the comfort, spaciousness, and convenient location of The Sebel Chatswood. We are delighted to know that you enjoyed the generous space and overall comfort of your apartment. However, we sincerely apologize for the disappointing shower pressure. We understand how important a comfortable and refreshing shower experience is, and we truly regret that this fell short during your stay. Your feedback has been shared with our maintenance team for further attention. We also appreciate your honest comments regarding the condition of the apartment. Your feedback is invaluable in helping us identify areas where we can continue to improve and enhance the overall guest experience. Thank you once again for taking the time to share your experience. We sincerely hope to have the pleasure of welcoming you back to The Sebel Chatswood and providing you with a more enjoyable and comfortable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Bruce T., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to know that you appreciated our convenient location and easy access to public transportation. However, we sincerely apologize for the disappointment you experienced with the recognition of your Platinum membership and the welcome drink. We fully understand that, after making your reservation well in advance, you would expect your membership benefits to be properly acknowledged and honored upon arrival. We are particularly sorry that the welcome drink was unavailable during your stay. While we appreciate your understanding of the alternative breakfast boxes offered, we recognize that this did not provide the experience you were entitled to expect as a valued Platinum member. Your feedback has been shared with our Front Office and management teams so that we can reinforce our membership recognition procedures and ensure greater consistency in the delivery of member benefits. Thank you again for bringing these matters to our attention. We truly value your loyalty and hope to have the opportunity to welcome you back to The Sebel Chatswood and provide the elevated experience you deserve. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Natalie H., Thank you for taking the time to provide such detailed feedback. Firstly, we sincerely apologize for the experience you and your family encountered during your recent stay. As a long-standing Accor member and a guest who has been staying with The Sebel Chatswood since 2021, we are particularly disappointed to learn that we have fallen significantly short of the standard you have come to expect from us. We are deeply sorry for the difficulties you experienced from arrival, including the car park access issue, the outdated instructions displayed at the entry, and the extended time required to complete your check-in. We also acknowledge your concerns regarding the level of confidence and support provided by our Front Office team. Most importantly, we sincerely apologize that the sofa bed for your 16-year-old son had not been prepared and that no linen or towel had been provided. Regardless of the booking details, a reservation clearly indicating three guests should have been reviewed and the accommodation appropriately prepared prior to arrival. We understand how frustrating and upsetting it must have been to discover this at 7:00pm, only to then experience a further delay in receiving assistance. We are equally concerned by the one-hour delay in receiving a return call and the information provided to you regarding the lack of assistance available onsite. This is certainly not the level of service we aspire to provide, particularly when a guest is experiencing an immediate accommodation issue outside of normal reception hours. We also acknowledge your frustration regarding the compensation offered and the subsequent confusion between breakfast vouchers and breakfast packs. We appreciate that the late check-out and additional breakfast offering did not adequately reflect the inconvenience caused to you and your family. Your comments have been taken very seriously. We are reviewing the circumstances surrounding your stay with our Front Office and management teams, including after-hours guest support, room preparation procedures, car park access information, communication between the overnight support team and onsite reception, and the handling of Accor member benefits and service recovery. We are genuinely sorry that your confidence in The Sebel Chatswood has been affected after several years of staying with us. We understand your disappointment and respect your feelings. Your loyalty since 2021 makes this experience particularly regrettable, and we sincerely hope we can have the opportunity to restore your confidence in our property and demonstrate a significantly improved standard of service in the future. Thank you again for bringing these matters to our attention. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Omri Z., Thank you for taking the time to share your feedback with us. We sincerely apologize for the disappointing experience you encountered during check-in. We are particularly sorry that the check-in process took more than 20 minutes and that you felt our reception team was unable to provide the efficient and professional service you expected. We fully understand how frustrating it is to experience a lengthy check-in, especially after travelling and when other guests are also waiting. Your comments are taken seriously, and we will be addressing this feedback with our Front Office team to reinforce our check-in procedures, system knowledge, communication, and overall service efficiency. Our goal is to ensure every guest receives a warm, confident, and seamless arrival experience. We truly appreciate you bringing this matter to our attention, as it gives us an opportunity to improve. We hope you will consider giving The Sebel Chatswood another opportunity to provide you with the standard of service we strive to deliver. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear David H., Thank you for taking the time to share your feedback. We are pleased to know that you appreciated our convenient location, however, we sincerely apologize for the condition of your apartment and the significant maintenance issues you experienced during your stay. We are particularly concerned to hear about the repeated power interruptions, which affected the lighting, as well as the television not functioning and the cracked ensuite basin. We also acknowledge your comments regarding the paintwork and overall tired condition of the room. This is certainly not the standard of accommodation we aim to provide. Your feedback has been escalated to our Maintenance and Operations teams for review and appropriate follow-up. We understand that these issues significantly impacted your comfort and enjoyment, and we are genuinely sorry that your experience fell short of expectations. Thank you again for bringing these matters to our attention. Your feedback is important to us as we continue working to improve the condition and overall quality of our apartments. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team