Dear Manoj, Thank you so much for the perfect score, we’re delighted the clean, courteous and comfortable stay and the convenient location for your conference at the MCG made for such a great business trip. It’s wonderful to see such strong scores across the board, though we did note breakfast selection scored a little lower and have passed that on to the team to look into. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Sharon, Thank you for your loyalty to Accor over so many years, and for the feedback. We’re glad you found the room clean and a good size, and that breakfast in the restaurant went down well. We’re sorry your room wasn’t ready at check in time, and that no upgrade was offered. We understand the explanation you were given wasn’t what you’d expect after 27 years of membership, and we’ll be sharing this with the front desk team. We also appreciate your comments on the Executive Lounge offerings and the difficulty getting your room serviced after your second night, even with the service notice on your door, and we’ve passed both on to the relevant teams. It’s great to see such strong scores for our team, checkout and sustainability. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Mohan, Thank you so much for the perfect score, we’re delighted the great location, friendly service and your comfortable room with its large bed, couch and clean bathroom made your two event nights so enjoyable. It’s lovely to hear room service was quick and the food went down well too. It’s wonderful to see such strong scores across the board. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Lyn, Thank you for your loyalty to Accor and for taking the time to share this. We’re so glad Julia in the dining room made such a positive impression, and we’ll be sure to pass on your thanks. We’re sorry the rest of your stay didn’t match what you’d hoped for. Being woken late at night by noise through the interconnecting door, a shower drain blocked with hair, slow WiFi, music in the lobby and dining area that was too loud, and a reception experience that felt unwelcoming, including being left waiting in the priority queue, all fall short of the standard we aim for. We’ve passed these on to the relevant teams. We also appreciate the additional detail you shared on the bed, the coffee left sitting on the bar and the bread knife at breakfast, and it’s all been noted as we continue to improve. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Tegan, Thank you so much for the perfect score, we’re delighted our friendly, helpful team and the clean, modern hotel close to public transport made for such a great stay. It’s lovely to hear our groups team was so responsive with your reservation too, and we’ll be sure to pass on your thanks. It’s wonderful to see such strong scores across the board. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Bryce, Thank you for the great score, we’re so glad the location was perfect for your sore legs after the marathon. We’re sorry the beds weren’t joined as you’d been told they would be, especially after you asked for a king when booking and again by phone on the day of check in, and we’ve passed this on to the team. It’s also great to see such strong scores for cleanliness, checkout and WiFi. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Michael, Thank you for the great score, and for your loyalty to Accor. We’re so glad parking was easy, the early check in made getting ready for your lunch meet simple, and being able to leave your car a few more hours after checkout let you enjoy another lunch in the city. It’s lovely to hear Mardi (we think she’s the one you mean) looked after you at check in, and we’ll be sure to pass on your thanks. We’re also pleased you found the room new, clean and very quiet. It’s wonderful to see such consistent scores across the board for your stay. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Kumiko, Thank you for taking the time to share this, and we’re sorry your stay didn’t feel as seamless as it should have. Not being given the key details at check in, such as checkout time, parking and how to use the room, left you working things out on your own, and we understand how frustrating it was to then struggle to reach the front desk when you needed extra pillows. The smart TV in the room does display information about the room and hotel, however we’ll look at how we relay this to guests so it isn’t missed. We’re also sorry the car registration wasn’t added, which caused the issue at the boom gate. We’re glad the concierge who helped you there and the gentleman who greeted your car left a good impression, and that you found everything so clean, with housekeeping doing a great job. We’ve passed all of this on to the relevant teams. We also appreciate the additional detail you shared on the suite bathroom layout, the breakfast area and WiFi access, and it’s all been noted as we continue to improve. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Tom, Thank you for the feedback, we’re so glad the excellent location and the late checkout made things easier after your Melbourne Marathon. We’re sorry the food service fell below the standard you expect, and we’ve passed this on to the relevant team. We appreciate your comments on accommodation pricing too. We’ve also noted the additional detail you shared about your door keys being deactivated early, which meant a trip back down 16 floors to get them reactivated, as well as the WiFi not working in the restaurant area, and both have been passed on to the relevant teams as we continue to improve. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Shalini, Thank you for the great score, we’re so glad the convenient location, comfortable, spacious room and beautiful view made for a good stay. On the water, we don’t provide bottled water as part of our sustainability approach, with drinkable tap water available in-room instead, and our in-room dining team can bring up a water jug on request if you’d prefer. We also appreciate your comment on WiFi connection speed, and we’ve passed it on to the team. It’s great to see such strong scores for your accommodation, cleanliness, our team and checkout. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Alison, Thank you for the great score, and for your loyalty to Accor. We’re so glad you found the hotel fantastic, with great facilities, close to tram and train and within walking distance of the MCG and the city. On your suggestion about skipping room cleaning during your stay to earn points, that option is available, so please feel free to ask our team at check in and we’ll be happy to arrange it should you choose to join us again in future. It’s also great to see such strong scores across the board for your stay. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Brooke, Thank you so much for the perfect score, we’re delighted the luxurious, spacious room, lovely views and our helpful, friendly team made for such a great stay as a couple. It’s lovely to hear booking on the Pullman website was easy and that you found our guest rates for parking too. It’s wonderful to see such strong scores across the board. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Kate, Thank you so much for the perfect score, we’re delighted the Melbourne Marathon stay went so well. It’s lovely to hear our team’s helpfulness and the great atmosphere in the hotel in the lead up to race day made such a difference, and that being so close to the MCG made the whole weekend easy. We also noted check in scored a little lower and have passed that on to the team to look into. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Danielle &. G., Thank you so much for the perfect score, we’re delighted our very friendly team and the perfect location for the Melbourne Marathon made for such a great stay. It’s wonderful to see such strong scores across the board, though we did note accommodation scored a little lower and have passed that on to the team to look into. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Connie, Thank you for the great score, and for your loyalty to Accor. We’re so glad the well appointed room and the location made your overnight stay for the live show such an enjoyable one. We appreciate your suggestions on towel rails and a luggage rack too. A luggage rack can be requested for any future stay, and we apologise that this wasn’t made clearer to you. It’s also great to see such consistent scores across the board, from check in and breakfast to our team and checkout. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Rachel, Thank you so much for the perfect score, and for your loyalty to Accor. We’re delighted you love the hotel, and that our lovely team, your room with its amazing view and the delicious breakfast all made for such a great stay. It’s wonderful to see such strong scores across the board, including how recognised you felt as a member. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Geraldine, Thank you for the great score, and for your loyalty to Accor. We’re so glad the location suited your stay as a couple, and lovely to hear the barista in the downstairs bar and the team in the lounge left such a good impression, we’ll be sure to pass on your thanks. It’s wonderful to see such consistent scores across the board for your stay. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Joanne, Thank you so much for the perfect score, and for your loyalty to Accor. We’re delighted the great location and service made your one night stay for the theatre such an enjoyable one. It’s wonderful to see such strong scores across the board. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive

Dear Sukyung, Thank you for your loyalty to Accor and for the feedback, we’re glad the location worked well for your family stay. We’re sorry the amenities weren’t restocked each day and that some of your personal items went missing, and we’ve raised this with housekeeping. If you still need assistance locating anything, please reach out to the team and we’ll be happy to help. We also appreciate your note on the smell in the parking area, and it’s been passed on to the relevant team. We hope to welcome you back soon. Warm regards, William Anthony Guest Experience Executive