Dear Jean B., Thank you for taking the time to share your feedback following your stay at The Sebel Chatswood. Please accept our sincere apologies for the disappointing check-in experience. We understand how frustrating it must have been to receive communication encouraging an early arrival, only to find that your apartment was not ready and that you subsequently had to wait 45 minutes beyond the scheduled 4:00 pm check-in time. We appreciate your patience and sincerely regret the inconvenience caused. We are also sorry for the confusion regarding your Accor Reward points payment. Your booking should have been correctly reviewed prior to arrival, and we acknowledge that asking you to make a payment before subsequently processing a refund created an unnecessary inconvenience. Your feedback has been shared with our Front Office and Reservations teams to reinforce the importance of accurate pre-arrival communication, room-readiness checks and careful handling of Reward bookings. We are pleased to hear that your check-out experience was smooth, and we appreciate you recognizing this positive aspect of your stay. Once again, we apologize that your arrival experience fell short of the standard we strive to provide. We hope to have the opportunity to welcome you back and provide a much smoother and more seamless experience from arrival through to departure. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Matthew B., Thank you for taking the time to provide such detailed and candid feedback following your stay at The Sebel Chatswood. We are sincerely sorry that your experience did not reflect the standard you rightly expected from an Accor hotel and, in particular, from The Sebel brand. We fully understand your disappointment. We apologize for the difficulty you experienced trying to contact our Front Office prior to arrival. Having your calls redirected to another location when you were attempting to make arrangements before your stay was understandably frustrating. We are also particularly sorry that your king bed had not been split as requested in advance. We recognize that this should have been actioned prior to your arrival, and the fact that additional bedding was not readily accessible after Housekeeping had finished made the situation even more inconvenient. This is an area where we need to improve our communication and pre-arrival preparation. We appreciate your kind comments regarding our friendly team. At the same time, we acknowledge your observation that our staff are working within the limitations of an older property and its current on-site facilities and resources. While this may provide context, it should never detract from the experience our guests expect and deserve. Your feedback regarding the property's condition, refurbishment requirements and Front Office coverage has been shared with our Management team for consideration as we continue to identify opportunities to improve both our facilities and service delivery. We genuinely regret that we fell short of your expectations on this occasion. Thank you again for your honest feedback—it is valuable in helping us identify where we must do better. We hope to have the opportunity to welcome you again in the future and provide an experience more in keeping with the standards you expect from The Sebel. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Scott D., Thank you for taking the time to share your feedback following your stay at The Sebel Chatswood. Please accept our sincere apologies for the poor check-in experience you encountered. We understand how frustrating it must have been to arrive without receiving clear and timely information regarding our Reception operating hours, and then experience a 45-minute delay in accessing your apartment. We also sincerely regret the confusion surrounding our after-hours security and access procedures. These processes should be communicated clearly to guests before arrival, and our team should be able to provide confident and consistent guidance when assistance is required. We acknowledge that we fell short in both communication and service delivery on this occasion. Your feedback has been shared with our Front Office and Management teams, with particular attention to improving pre-arrival communication, after-hours instructions and staff understanding of the security access process. We genuinely value your feedback and apologize that your first impression of The Sebel Chatswood was not the welcoming and seamless experience we aim to provide. Thank you again for bringing this to our attention. We hope to have the opportunity to restore your confidence in us and provide a much smoother experience on a future visit. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Shara S., Thank you for taking the time to share your feedback with us. We are pleased to hear that you enjoyed our convenient location. However, we sincerely apologise that your check-in experience did not meet your expectations. We understand how disappointing it must have been to have already advised us of your estimated arrival time and prepaid parking, only to find Reception unavailable when you arrived. We also regret the error with your room charge. While we are pleased that our team was able to identify and correct the overcharge, we acknowledge that the error should not have occurred in the first place. Your feedback regarding Reception coverage, pre-arrival communication and billing accuracy has been shared with our Front Office and Management teams for review. We are committed to ensuring that our guests receive clear communication and a smooth, well-organised arrival experience. Thank you again for bringing these matters to our attention. We appreciate your understanding and hope to have the opportunity to provide you with a much more seamless experience on your next visit. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Heidi F., Thank you for taking the time to share your feedback with us. Please accept our sincere apologies for the inconvenience you experienced upon arrival. We understand how frustrating it must have been to receive the incorrect key and then wait approximately 35 minutes before gaining access to your apartment. We are particularly concerned that this occurred so close to the end of our Reception operating hours. We fully appreciate your concern about what may have happened had you arrived after Reception had closed, and we sincerely regret that you were placed in this situation. Your feedback has been shared with our Front Office and Management teams to review our key preparation and arrival procedures and ensure that apartment access details are checked carefully before guests arrive. We appreciate your patience and understanding, and we hope to have the opportunity to provide you with a much smoother and more seamless arrival experience on your next stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Krista S., Thank you for taking the time to share your feedback following your stay at The Sebel Chatswood Sydney. While we are pleased that you enjoyed the views, we sincerely apologize for the shortcomings you experienced. We are particularly sorry that, after arriving late, you were required to wait approximately 20 minutes in the hallway because of an issue with the room access PIN. We fully understand how frustrating and disappointing this would have been after travelling, and this is certainly not the arrival experience we want for our guests. We are equally concerned to hear that the condition and presentation of the apartment did not meet the standard you expected, particularly given the premium rate paid. Your comments regarding the outdated condition of the room have been noted and will be shared with our management and property teams as part of our ongoing maintenance and refurbishment priorities. We genuinely value your feedback as it helps us identify where we need to improve. Please accept our sincere apologies, and we hope you will consider giving us another opportunity to provide the comfortable, well-maintained and seamless experience that our guests should expect. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Sydney Management Team

Dear Janelle S., Thank you for taking the time to share your experience with us and for recognizing the warm welcome you received during your recent stay at The Sebel Chatswood Sydney. We are delighted to hear that our team was available to welcome you on arrival, acknowledge your Accor membership, provide your welcome drinks, and explain the late check-out benefit. It is wonderful to know that these small touches contributed positively to your stay. At the same time, we sincerely apologize that these benefits and the level of welcome were not consistently provided during your previous visits. We fully appreciate how important it is to receive a warm and seamless welcome, particularly after a long 5.5-hour journey. Your comments regarding arriving after 3:00pm and finding the reception unattended are particularly valuable, and we have taken this feedback seriously. Please be assured that our management team is reinforcing our arrival and Accor member recognition standards with the team to ensure our guests receive a consistently warm, personal and five-star welcome on every visit. Thank you again for your continued loyalty and for giving us the opportunity to improve. We look forward to welcoming you back to The Sebel Chatswood Sydney and providing you with an even more exceptional experience next time. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Sydney Management Team

Dear G. W., Thank you for taking the time to share your detailed feedback following your stay at The Sebel Chatswood Sydney. While we are pleased to hear that you found our property well located and comfortable, we sincerely apologize that the level of service you experienced fell short of the standard you expected and deserve. We are particularly concerned by your comments regarding the reception desk being unattended, the difficulties contacting the property directly, and the inconsistent information provided regarding check-in times. We fully appreciate how frustrating it is to have to contact Head Office repeatedly to make bookings and then receive conflicting information about your arrival. We also sincerely apologize that your room was not ready until 3:45pm when you had been advised of a 2:00pm check-in time. We understand the inconvenience this caused you and, importantly, the impact this had on other arriving guests. This is not the smooth and professional arrival experience we aim to provide. Please be assured that your feedback has been taken seriously by our management team. We are reviewing our front office coverage, communication procedures and check-in information to ensure our guests receive clear, accurate information and a consistent level of service from the moment they make their reservation through to arrival. We truly appreciate your continued support and your honest comments. Feedback such as yours allows us to identify where we need to improve, and we are committed to restoring the high level of service and hospitality our guests should expect from The Sebel Chatswood Sydney. We hope to have the opportunity to welcome you again and provide you with a significantly improved experience. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Sydney Management Team

Dear Vincent C., Thank you for taking the time to share your wonderful feedback following your stay at The Sebel Chatswood Sydney. We are delighted to hear that our team was able to accommodate your early check-in and provide you with convenient access to your apartment well ahead of our standard 3:00pm check-in time. It is also lovely to know that our staff took the time to explain the various appliances and ensure you felt comfortable using everything in your apartment. We are pleased that you enjoyed our convenient location, with the metro station and Westfield Chatswood just moments away. We truly appreciate you recognizing both the convenience of our location and the helpfulness of our team. Your kind comments will be shared with our team, as feedback like this is a wonderful encouragement to continue delivering warm, attentive and personalized hospitality. We look forward to welcoming you back to The Sebel Chatswood Sydney for another enjoyable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Sydney Management Team

Dear Lin Y. K., Thank you for taking the time to share your feedback following your stay at The Sebel Chatswood. We are pleased to hear that you appreciated our convenient location. However, we sincerely apologize that several aspects of your arrival and overall experience did not meet your expectations, particularly as an Accor Platinum member. We understand your disappointment at arriving at 6:30 pm to find Reception unattended and having to contact the team to complete the check-in process and collect your key via the designated key collection system. While our after-hours arrival process is in place for guest convenience, we recognize that the experience should be clearly communicated and as seamless as possible. We also regret that we were unable to provide the welcome drink and late check-out benefits you expected. We understand the importance of recognizing and delivering appropriate benefits to our valued loyalty members, and we apologize for the disappointment caused on this occasion. Your feedback has been shared with our Front Office and Management teams for review, particularly regarding after-hours service, communication of Accor member benefits and ensuring a more consistent guest experience. Thank you again for your honest feedback. We value your loyalty and sincerely hope to have the opportunity to provide you with a more welcoming and personalized experience on your next visit. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Rohan C., Thank you for taking the time to share your feedback with us. We sincerely apologize that your experience at The Sebel Chatswood did not meet the standard we aim to provide. We are particularly sorry for the difficulties you experienced with our Front Office service and the inconvenience of arriving without a team member available at Reception. We also regret your comments regarding the age and presentation of the apartment, as well as the food odor you experienced in the common areas. We understand that a clean, fresh and welcoming environment is an important part of the guest experience, and we acknowledge that we fell short of expectations on this occasion. Your feedback has been shared with our Front Office, Housekeeping and Management teams for review, with particular attention to after-hours guest service, property presentation and the cleanliness and odour of common areas. Please accept our sincere apologies for the experience you encountered. We value your feedback and are committed to making meaningful improvements to ensure a more comfortable and welcoming stay for our guests. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Michael B., Thank you for returning to The Sebel Chatswood and for taking the time to share your feedback with us. We are pleased to hear that you enjoyed your stay overall and continue to appreciate our convenient location and on-site parking. We also appreciate your understanding regarding the age of some of our apartments and are glad that you still found the accommodation more than acceptable. However, we sincerely apologize for the housekeeping oversights you encountered, particularly finding dirty dishes left in the dishwasher and clothing remaining in the washing machine. These items should have been identified and addressed during our room inspection prior to your arrival, and we acknowledge that this fell short of the cleanliness standards we expect. Your feedback has been shared with our Housekeeping team to reinforce our final room inspection procedures and ensure greater attention to detail before apartments are released to arriving guests. We truly value your continued support as a returning guest and hope to welcome you back again soon, with an even better experience. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

Dear Duan-Shi C., Thank you for taking the time to provide such detailed feedback regarding your stay at The Sebel Chatswood. We are deeply sorry that your experience was so disappointing and that we fell significantly short of the standards you expected from The Sebel and Accor. The number and nature of the issues you experienced are clearly unacceptable, and we sincerely apologize for the frustration and inconvenience caused throughout your four-night stay. We are particularly concerned by your comments regarding the lack of functioning in-room telephones, the repeated requests to have your beds separated not being resolved, the condition and comfort of the beds, missing or non-functioning room amenities, and the lack of appropriate housekeeping service during your stay. Having to manage without fresh towels, rubbish removal and essential bathroom supplies is certainly not the level of service we expect to provide. We also take your comments regarding the gym facilities, room equipment and the incident involving a staff member accessing your room extremely seriously. Guest privacy and security are fundamental, and we regret the concern and discomfort this incident caused you. We acknowledge that simply asking guests to come downstairs to Reception to report issues is not an appropriate substitute for reliable communication channels, particularly when the in-room telephone is unavailable. Our guests should have an accessible and effective way to request assistance throughout their stay. Your feedback has been escalated to our Management, Front Office, Housekeeping and Maintenance teams for a comprehensive review. We will be addressing the concerns raised regarding room inspections, maintenance, housekeeping follow-up, guest communication, security procedures and the accuracy of our advertised facilities. We also acknowledge your comments regarding the overall condition and upkeep of the property. While we cannot comment on speculation regarding the hotel's ownership or financial position, we can assure you that your concerns about the standard of the property and guest experience have been taken seriously by Management. We sincerely regret that you felt you had been let down throughout your stay and that we did not provide the comfortable, secure and well-maintained experience you should reasonably expect for the rate paid. Thank you again for bringing these matters to our attention. Your feedback highlights significant areas where we must improve, and we are committed to using it constructively to raise our standards. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood On behalf of the Management Team

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

Dear Peter Kin, Thank you very much for your detailed feedback and for recognizing our excellent location, convenient access to shopping and transport, and the customer service provided by our team. We are delighted to hear that you enjoyed these aspects of your stay. We truly appreciate your constructive suggestions and are grateful that you have taken the time to highlight specific areas where we can improve. Your comments regarding the condition and comfort of the sofas, the shower head and extension, the key safe box, and the internal door-locking facility have all been noted and will be reviewed by our Operations and Maintenance teams. Feedback such as yours is extremely valuable as we continue to enhance our apartments and guest experience. We are especially pleased to hear that with these improvements, you would consider us a 10/10 experience! Thank you once again for staying with The Sebel Chatswood. We look forward to welcoming you back and hopefully providing you with an even more comfortable and enjoyable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team