Dear Alan S., Thank you for taking the time to share such detailed feedback regarding your recent stay with us. I am sincerely sorry that your experience at The Sebel Chatswood fell so far short of the standards we strive to provide. Please accept my apologies for the frustrations and inconvenience caused throughout your stay. It is particularly disappointing to hear that, despite your having contacted us several times prior to arrival regarding your room allocation and your daughter's overnight stay, these arrangements were not properly communicated or followed through by our team. You should not have had to repeat the same information multiple times, and we fully understand how frustrating this must have been. I am also very concerned by your comments regarding the cleanliness of your room and crockery. These are fundamental standards that should never be compromised. The delay in providing clean coffee mugs, particularly when you requested them at 2:00pm and did not receive them until approximately 8:00pm, was clearly unacceptable. Furthermore, the fact that the sofa bed could not be prepared for your daughter's arrival despite this request being communicated well in advance is not the level of planning and service we expect from our team. We sincerely apologize for putting you in that position. Your comments regarding communication are also taken very seriously. Clear and effective communication is essential to providing warm and professional hospitality, and we recognize that we did not deliver this consistently during your stay. I have shared your feedback with our Front Office, Housekeeping and Operations teams so that these concerns can be addressed and the necessary improvements made. We are committed to learning from this experience and ensuring that our standards are consistently upheld, regardless of the day or time of a guest's arrival. We genuinely regret that we let you down on this occasion. We would be grateful for the opportunity to restore your confidence in The Sebel Chatswood and provide you with the level of care, cleanliness and service you should reasonably expect from an Accor property. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Kate M., Thank you for taking the time to share your feedback with us. We sincerely appreciate you choosing to stay with us and value your comments as we continually strive to improve our guest experience. We hope to have the pleasure of welcoming you back to The Sebel Chatswood very soon and providing you with another enjoyable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Li T. L., Thank you very much for your wonderful review of The Sebel Chatswood. We are delighted to hear that you enjoyed your stay and had such a positive experience with our team. Your kind feedback is greatly appreciated and is a wonderful encouragement to all of us. We look forward to welcoming you back to The Sebel Chatswood again very soon. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Lisa S., Thank you so much for taking the time to share such wonderful feedback following your first stay with us at The Sebel Chatswood. We are absolutely delighted to hear that you loved your experience, particularly the spaciousness and unique character of your room. It is wonderful to know that you enjoyed the distinctive 80s vibe and found everything you needed for a comfortable and relaxing stay. We are equally pleased to hear your kind comments about our team. Our people are at the heart of the guest experience, and your recognition of their warm and friendly service is truly appreciated. Most importantly, we are thrilled that you had a great night's sleep and that you would definitely return. We look forward to welcoming you back to The Sebel Chatswood and providing you with another memorable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Ezlimar D., Thank you for taking the time to share your feedback with us. We sincerely appreciate you choosing to stay with us and value your comments as we continually strive to improve our guest experience. We hope to have the pleasure of welcoming you back to The Sebel Chatswood very soon and providing you with another enjoyable stay. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Christine G., Thank you for taking the time to share your detailed feedback following your stay with us. While I am pleased to hear that Room 910 was great and that you found our location convenient, I am sincerely sorry that your experience in Room 913 was so disappointing. The concerns you have raised are certainly not reflective of the standards we aim to uphold at The Sebel Chatswood or within the Accor brand. Most importantly, I sincerely apologize for the issue with the main door lock. We fully understand how concerning it must have been to feel that you could not safely leave your room for fear of being unable to gain access again. This is a serious matter, and we have escalated it to our Engineering team for immediate inspection and appropriate action. I am also sorry for the missing bathroom sink plug, the faulty living room remote control, and the hair dryer not functioning correctly. While individually these may appear to be minor maintenance matters, we recognize that together they significantly impacted the comfort and convenience of your stay. We have shared your feedback with the relevant departments to ensure these items are checked and addressed. We also sincerely apologize that you had to leave a note at the Front Desk regarding these concerns. We regret that we did not have the opportunity to resolve these matters for you during your stay. Your comments are taken very seriously, and we appreciate you bringing these issues to our attention. We hope you will give us another opportunity to restore your confidence in The Sebel Chatswood and demonstrate the level of care, comfort and service that you should rightfully expect from us. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Paige P., Thank you for taking the time to share your feedback with us. While I sincerely wish you had a better experience during your recent stay, we truly value feedback such as yours, as it provides us with an opportunity to learn, improve, and ensure we continue to deliver the high standards our guests deserve. We work hard to provide an exceptional guest experience, and it is clear that on this occasion, we fell short of those expectations. Please accept our sincere apologies for the aspects of your stay that did not meet our usual standards. We would be grateful for the opportunity to welcome you back and restore your confidence in The Sebel Chatswood. Should you give us another chance, I can assure you that our team will do everything possible to provide you with the warm hospitality, comfort, and experience that our guests have come to appreciate. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

Dear Rino C., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that, aside from the concerns you mentioned, you found everything else to be fine. However, we are sincerely sorry that the condition and comfort of your room did not meet the standard you have come to expect from The Sebel Chatswood. In particular, we apologize for the uneven and uncomfortable bed and for the inconvenience caused by the stove-top igniter not functioning. A comfortable night's sleep is fundamental to a positive hotel experience, and we fully appreciate your disappointment. Your feedback has been shared with our Engineering and Rooms Division teams so that these matters can be inspected and addressed appropriately. We genuinely value your continued support and the opportunity to improve. We hope to have the pleasure of welcoming you back and providing you with the high standard of comfort and service you deserve. Warm Hospitality Regards, Kim Chung Hotel Operations Manager The Sebel Chatswood Management Team

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