Swissôtel Sydney

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