Hi Vanessa, Thank you for staying with us at Swissôtel Sydney and for being a valued Accor Platinum member. We truly appreciate your lovely review and your continued support. Swissôtel Sydney has now completed a comprehensive three-lift modernisation project. All three guest lifts are now fully operational, delivering faster, smoother and more reliable access across all 25 floors. We look forward to welcoming you back to experience these exciting upgrades. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Dear Catherine, Thank you for your wonderful feedback. Your feedback is greatly appreciated and will be shared with the team including Umut from our front office team. We truly value your comments, as they provide valuable insights that help us continually improve our guest experience. As part of our ongoing commitment to enhancing the guest experience, Swissôtel Sydney has also completed a major lift modernisation project, introducing a state-of-the-art system that improves speed, comfort, and reliability. We appreciate you sharing your experience and look forward to welcoming you back soon. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Hi Alexia, Thank you for your exceptional feedback. We are delighted to hear that you had an amazing stay and enjoyed our bathtub. We are also pleased to share that Swissôtel Sydney has now successfully completed its comprehensive lift modernisation. Our upgraded lifts provide faster, quieter, and more comfortable access throughout the hotel, further enhancing the guest experience. We look forward to welcoming you back for another memorable stay soon. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Hi Camille, Thank you for your amazing feedback and for sharing your experiences. We are thrilled to hear that you had an enjoyable stay and our central location in the heart of the CBD was convenient. We truly value your comments, as they provide us with valuable insights and will be shared with our team including housekeeping and Engineering as we continue to deliver excellence in both our services, facilities and guest experience. We also thank you for your patience throughout our lift refurbishment project. We're delighted to let you know that our two new lifts are now fully operational, providing a smoother, faster, and more comfortable journey. We look forward to welcoming you back to experience the improvements firsthand. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Dear Said, Thank you for taking the time to share your feedback. We are truly sorry to learn that your stay did not meet your expectations and sincerely apologise for the frustrations you experienced. We are committed to providing welcoming and attentive services to all guests and will ensure your feedback will be shared with our team for training purposes. Thank you for bringing this matter to the attention of our team. As part of our ongoing commitment to enhancing the guest experience, Swissôtel Sydney has also completed a major lift modernisation project, introducing a state-of-the-art system that improves speed, comfort, and reliability. We appreciate you sharing your concerns and hope to have the opportunity to welcome you back in the future to provide you with a more comfortable and seamless experience. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Dear Nicolas, Thank you so much for such a thoughtful and detailed review following your five-night stay with us. Please accept my sincere apologies that a number of minor issues detracted from what should have been a truly memorable experience, particularly as an ALL Accor Classic member. I am pleased to hear you enjoyed your beautiful room and our bedding, but I am sorry that cooking odours from the ventilation system found their way into your room. This is not the standard we hold ourselves to, and I will ensure our Housekeeping team reviews tray collection procedures on guest floors to prevent this from recurring. I was also concerned to read of the long waits you experienced with our lifts, especially given the mobility difficulties you described, and the lack of seating on the upper floors while you waited. I want to reassure you that we are currently completing a refurbishment of our guest lifts, which is nearing its end towards the end of August. We sincerely hope this will make a real difference to the experience of guests like yourself, and we would be honoured to welcome you back thereafter, when considering your return next year. I was particularly sorry to read about the morning of your departure. Given that you had informed us in advance of your early flight, and considering the circumstances you described with your health, we should have shown far greater flexibility and delivered your breakfast boxes to your room rather than asking you to collect them before dawn. This was a moment where we should have prioritised care for you as individuals over rigid procedure, and I am truly sorry that no solution was offered at the time, resulting in you leaving without breakfast. I will be raising this directly with our team, as this is precisely the kind of situation where we must do better, regardless of membership tier. Your point about whether Accor Explorer cardholders might have received greater flexibility is a fair one, and I will ensure this is looked into. I have also taken on board your feedback regarding offering a choice of breakfast box contents, and I will pass this on to our Food & Beverage team for consideration. On a brighter note, thank you for so warmly recognising Suvini at reception, and Sebastian and Zigor, our porters. I will personally pass on your kind words, which I know will mean a great deal to them. Thank you again for your honest and constructive feedback, and for your loyalty as an ALL Accor Classic member. I do hope you will give us the opportunity to welcome you back next year and show you the improved experience we are working towards. Sincerely, Michelle Holdsworth Front Office Manager Swissôtel Sydney

Dear Mr. D., Thank you for your wonderful feedback following your recent stay at Swissôtel Sydney. We are delighted to hear you received an exceptional welcome from our team both on arrival and departure. Providing warm, personalised service is at the heart of the Swissôtel experience, and we are pleased our team made such a positive impression. We sincerely appreciate your loyalty as a valued ALL Accor Diamond member and thank you for choosing to stay with us. We look forward to welcoming you back again soon for another exceptional experience. Sincerely, Michelle Holdsworth Head of Reception Swissôtel Sydney

Dear Pierre, Thank you for taking the time to share your feedback following your stay at Swissôtel Sydney. We are delighted to hear you found the hotel comfortable, welcoming, and well located, and we truly appreciate your loyalty as a valued Gold member. I sincerely apologise for the inconvenience caused by the lift wait times during your stay while only two lifts were operating. We understand the impact this has had on our guests’ experience and appreciate your patience and understanding while improvement works are underway. Thank you also for your suggestion regarding the in-room Nespresso capsules. We appreciate this feedback and will certainly take it into consideration as we continue reviewing our guest amenities and services. We hope to have the pleasure of welcoming you back again soon for another enjoyable stay. Sincerely, Michelle Holdsworth Front Office Manager Swissôtel Sydney

Dear Ms. B., Thank you for sharing your feedback with us. I’m glad to hear you enjoyed our central location and found our team welcoming. I’m sorry for the inconvenience caused by the lift delays during your stay. I regret the inconvenience caused by the lift availability and extended wait times. Our lifts are currently undergoing a refurbishment program, which has unfortunately impacted guest movement at peak times; however, this does not excuse the frustration caused. We truly appreciate your comments and your loyalty as an ALL member, and we hope to welcome you and your family back again for an even smoother experience. Kind Regards, Gaurav Regmi Night Manager Swissôtel Sydney Tel: +6… 68 Market Street | Sydney, NSW 2000 | Australia

Dear Awa G., Thank you for your comments. I am sorry to learn that you have experienced prolonged waiting times to access the elevators. We understand that this can be frustrating, and we currently have a modernization program underway to improve the reliability of our elevators. Sincerely, Michelle Holdsworth Reception Manager Swissôtel Sydney

Dear Ms. G., We hope you are well. Warm greetings from Swissotel Sydney. Thank you very much for taking the time to share your detailed feedback following your recent stay with us. We are truly delighted to read that you rated your overall experience 100/100 and that our location, accommodation, cleanliness, WiFi, and team all met your expectations. It is especially rewarding to know that the adapted room suited your needs and provided you with comfort during your stay. Ensuring accessibility and a seamless experience for all our guests is extremely important to us, and your kind comments mean a great deal. We also sincerely appreciate your loyalty as an ALL Silver member and as an Accor Vacation Club member. Your continued trust and recommendation, both for our hotel and for the loyalty programme, are the highest compliments we could receive. Thank you once again for your generous feedback and for choosing to share your experience with fellow travelers. We very much look forward to welcoming you back for another enjoyable stay in the near future. Kind regards, Fajar Ariadi Assistant Night Manager Swissotel Sydney

Dear Mr. D., I hope you are well. Warm greetings from Swissôtel Sydney. Thank you very much for taking the time to share your feedback following your recent stay with us. We are pleased to learn that, despite the technical issues encountered including the alarm activation and one of the three elevators being out of service you still had an overall pleasant stay thanks to the attentiveness and professionalism of our team. Your special mention of Mylene is truly appreciated, and we will be delighted to share your kind comments with her. Please accept our sincere apologies for the inconveniences caused by these technical disruptions, as well as for the slow WiFi connection. We fully understand how important these aspects are, particularly during a business trip. Your feedback has been shared with our technical teams to ensure improvements are made, especially regarding internet speed and reliability. We also sincerely thank you for recognizing our sustainability efforts and for your loyalty as an ALL Classic member and Accor Vacation Club member. We hope to have the pleasure of welcoming you back soon and providing you with a seamless and fully satisfactory experience on your next visit. Kind regards, Fajar Ariadi Assistant Night Manager Swissôtel Sydney

Dear Mr. C., Thank you for taking the time to share your detailed feedback following your recent stay with us. We sincerely regret that your experience did not fully meet your expectations, despite the quality of our location and facilities. Please accept our apologies for the discrepancy between the invoice presented and the quotation provided at the time of booking. This is certainly not the standard we aim to uphold, and we understand the frustration this may have caused. Your comment has been forwarded to the relevant department for review to ensure greater accuracy and transparency going forward. We are also very sorry for the unfulfilled beverage order, as well as for the lack of communication and reassurance from our team during the fire alarm incident. Guest safety and clear communication are of utmost importance, and your feedback has highlighted areas where our procedures and staff response require improvement. Your remarks regarding the check-in experience, service levels, and overall coordination of our team have been shared with hotel management for careful follow-up. We take this feedback seriously and are committed to making the necessary improvements to enhance our guests’ experience. We do, however, appreciate your positive comments regarding the hotel’s location, WiFi quality, and your strong confidence in the ALL Accor loyalty program. Thank you as well for your continued loyalty as a Classic member. We truly hope to have the opportunity to welcome you again in the future and to restore your confidence by providing a more seamless and satisfactory stay. Kind regards, Fajar Ariadi Assistant Night Manager Swissôtel Sydney

Dear Philippe, Thank you for sharing your experience following your recent stay at Swissôtel Sydney. I am pleased to hear that you found your room very nice, but I am truly sorry that several aspects of your stay caused frustration. I apologise for the inconvenience caused by the elevator outages and the long waits you experienced. While we are undertaking a refurbishment project to improve our elevators and overall guest experience, I understand that this impacted your stay significantly. Regarding the stairwell incident, our stairwells are fire evacuation routes and are designed to be locked from the inside for safety. I am sorry this caused confusion and delay, and I appreciate you bringing it to our attention. We will review procedures with our team to ensure guests can safely navigate these areas if needed. Regarding breakfast, I appreciate your patience while our restaurant undergoes renovations. We are working to provide a comfortable and enjoyable dining experience despite temporary limitations, but I acknowledge that service and selection fell short during your visit. We value your loyalty as a Classic member and your trust in Swissôtel Sydney. Your feedback has been shared with the relevant teams to ensure these issues are addressed promptly, and I hope you might consider staying with us again once renovations are complete so you can fully enjoy our facilities as intended. Warm regards, Michelle Holdsworth Front Office Manager

Dear Arune, Thank you for taking the time to share your feedback with us. We’re sorry to hear that the restaurant offering and the QR-code room service ordering did not meet your expectations for a five-star experience. Your comments are important to us and will be shared with our food and beverage and technology teams as we continue to review and improve both menu variety and the reliability of our in-room dining systems. We appreciate your honest feedback and hope to have the opportunity to provide you with a more seamless and satisfying experience in the future. Best wishes, Siddoway Moe Assistant Front Office Manager Swissotel Sydney

Dear Mr. B., Thank you very much for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you enjoyed our convenient location, the service from our team, and our dining and lounge experiences. Your generous ratings and willingness to recommend both our hotel and the ALL loyalty programme are sincerely appreciated. At the same time, we have carefully noted your comments regarding housekeeping, including the limited coffee cups, towel and bathmat restrictions on Sunday, and issues with the bathroom cleanliness. Please accept our sincere apologies for any inconvenience caused. Your feedback has been shared with our housekeeping team to ensure these matters are addressed and that our standards consistently meet guest expectations. We are also pleased that our sustainability initiatives and the recognition you received as an ALL Silver member contributed positively to your experience. Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide an even more seamless and enjoyable stay. Should you require any assistance with a future reservation, please do not hesitate to contact us. Kind regards, Fajar Ariadi Assistant Night Manager Swissotel Sydney

Dear Virshna, Thank you for your wonderful 10/10 review and for choosing Swissôtel Sydney for your family stay. We’re delighted to hear you enjoyed our central location near Sydney Tower, along with the comfort and spaciousness of your room. It’s also great to know our breakfast selection and quality exceeded your expectations, and that the pool added to a relaxing and enjoyable stay for your family. Thank you for your Silver status with ALL Accor Live Limitless. We truly appreciate your loyalty and hope to welcome you and your family back again very soon. Sincerely, Michelle Holdsworth Front Office Manager

Dear Patrick, Thank you for taking the time to provide such detailed feedback. We sincerely regret that your stay did not meet expectations and that several aspects of the hotel’s operations impacted your experience. The ongoing lift issues and the resulting wait times are understandably frustrating, and we apologise for the inconvenience this caused. We would like to assure you that a lift modernisation and repair program is in place, with works scheduled to significantly improve reliability and capacity as the project progresses. We are also very sorry to hear about your experience in our restaurant. The service issues you described, including delays, confusion and the handling of your wine service, are not acceptable and fall well below the standards we expect of our team. This feedback has been shared with our Food & Beverage management for immediate review and retraining. We appreciate you acknowledging the adjustment made to your bedding, however we regret that this was needed to make your stay more comfortable. Thank you again for sharing your honest feedback. While we are disappointed to hear you would not return, your comments are invaluable as we continue to work on improving both our facilities and service delivery. Best wishes, Siddoway Assistant Front Office Manager Swissotel Sydney

Dear Mr. M., Thank you for taking the time to share your experience. We are delighted to hear that you enjoyed your stay, from our convenient CBD location to the spacious room, bar, and breakfast. Your kind words about our team and cleanliness are greatly appreciated. We look forward to welcoming you back to Swissotel Sydney soon. Warm regards, Dipendra Shrestha Assistant Night Manager