Dear Liyuan W., Thank you for taking the time to share your detailed feedback following your recent stay at The Sebel Chatswood. We appreciate your positive comments regarding our convenient location, being just a short walk from Chatswood Station, as well as the spaciousness of our apartments. We are pleased to know these aspects contributed positively to your stay. At the same time, we sincerely regret that other areas of your experience did not meet your expectations. We understand your concerns regarding the condition of the facilities, housekeeping arrangements, front desk operating hours, and the availability of amenities. Your feedback regarding the level of service and consistency of assistance provided by our team has been noted and will be reviewed carefully with our management team. As an apartment-style hotel, we aim to provide guests with a comfortable and independent stay while ensuring support is available when required. We acknowledge that clearer communication regarding our services, housekeeping procedures, reception hours, and available amenities is essential to ensure our guests have the right expectations before and during their stay. We would also like to thank you for recognizing the efforts of our team members who provided assistance and support during your visit. We will share your kind words with them, while also using your feedback as an opportunity to continue improving our overall guest experience. Thank you again for your valuable comments. We hope to have the opportunity to welcome you back in the future and provide a stay that better reflects the standards of hospitality we strive to achieve. Hospitality Regards, Kim Chung Operations Manager The Sebel Chatswood Management Team

Dear Yingna H., Thank you for taking the time to share your feedback following your recent stay at The Sebel Chatswood. We sincerely apologize that your experience was disappointing and that we did not meet the standards you expected. We understand how frustrating and stressful it must have been to arrive late and experience difficulties contacting our after-hours assistance line. A smooth and secure arrival is extremely important, and we regret that you had to rely on assistance from a passerby to access the property. We are also very sorry that your apartment was not prepared to the expected standard. We sincerely apologize for the discrepancy with the bedding arrangement, as well as the cleanliness concerns you encountered, including dust around the washing machine and dryer and soap residue in the bathroom. These issues should have been identified during our pre-arrival inspections and resolved before your arrival. Your feedback regarding reception hours, after-hours support, apartment preparation, and housekeeping standards has been shared with our management and relevant teams for review and improvement. We are committed to ensuring our processes provide guests with a more seamless arrival experience and a clean, comfortable apartment upon check-in. Thank you again for bringing these matters to our attention. We sincerely regret that your stay did not reflect the level of comfort and hospitality we aim to provide, and we hope to have the opportunity to welcome you back in the future for a much improved experience. Hospitality Regards, Kim Chung Operations Manager The Sebel Chatswood Management Team

Dear Yihan Z., Thank you for taking the time to share your feedback with us. We sincerely regret to learn that the cleanliness and hygiene of your accommodation did not meet your expectations. Please accept our sincere apologies, as maintaining a clean, comfortable, and welcoming environment is one of our highest priorities. Your comments have been shared with our Housekeeping team for immediate review and corrective action to ensure our standards are consistently upheld. We also appreciate your feedback regarding our reception operating hours. As an apartment-style hotel, our Front Desk is staffed daily until 6:00 PM, with comprehensive after-hours check-in and guest assistance available through our dedicated support service. We understand that a staffed reception beyond these hours may be preferred by some guests, and we value your comments as we continue to review ways to enhance the guest experience. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back to The Sebel Chatswood and provide you with the exceptional level of comfort and service that we strive to deliver. Warm Hospitality Regards, Kim Chung Operations Manager The Sebel Chatswood Management Team

Dear Yi Y., Thank you for taking the time to share your detailed feedback regarding your recent stay at The Sebel Chatswood. We sincerely apologize that your experience did not meet the standard of comfort, cleanliness, and service that we aim to provide. We are truly sorry for the inconvenience caused by the issues you encountered, including the missing bathroom amenities, insufficient linen supplies, cleanliness concerns within the apartment, and the condition of the kitchen and bathroom facilities. We understand how disappointing it must have been to arrive and find essential items such as shampoo, shower gel, and towels not prepared correctly, especially when travelling as a group. We also sincerely regret the concerns raised regarding the oven, tableware, toilet cleanliness, and overall hygiene. These matters are not reflective of the standards we expect from our team, and your feedback has been escalated to our Housekeeping and Operations teams for immediate review and corrective action. Regarding the information provided through Ctrip about 24-hour service, we apologise for any misunderstanding or inconvenience this caused. As an apartment-style hotel, our Front Desk operates during scheduled hours, with after-hours assistance available for urgent guest support. We appreciate your comments and will review our communication channels to ensure our service information is clear and accurate for future guests. Thank you for bringing these concerns to our attention. Your feedback provides us with an opportunity to improve our processes, and we hope to have the opportunity to welcome you again in the future and provide the quality experience you should have received. Warm Hospitality Regards, Kim Chung Operations Manager The Sebel Chatswood Management Team

Dear Weihua X., Thank you for taking the time to share your feedback following your stay at The Sebel Chatswood Sydney. We are delighted to hear that you enjoyed our excellent location and found everything to be well-arranged during your visit. It is always rewarding to know that these aspects contributed positively to your stay. We also appreciate you bringing the slight bathroom odor to our attention. Please accept our apologies for this inconvenience. Your comments have been shared with our Housekeeping and Maintenance teams, who will thoroughly inspect the bathroom and take the necessary deodorizing and maintenance measures to ensure a fresh and comfortable environment for our guests. Thank you once again for your valuable feedback. We hope to have the pleasure of welcoming you back to The Sebel Chatswood Sydney and providing you with an even more enjoyable stay. Warm Hospitality Regards, Kim Chung Operations Manager The Sebel Chatswood Sydney Management Team

Dear Valued Guest, Thank you for sharing your stay experience with us! We are delighted to hear that you were satisfied with our spacious rooms and large balcony and found the kitchen facilities convenient. We hope these amenities made your stay more comfortable and enjoyable. We look forward to welcoming you again! The Sebel Sydney Chatswood