Hi Jinwon, Thank you for staying with us at Swissôtel Sydney. We truly appreciate your review and your continued support. We are pleased to update you on some exciting improvements that have taken place at the hotel since your last visit. 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 Swissotel Sydney

Dear Jungho, Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience you experienced during your stay. Your feedback will be shared with the team as we strive for excellence with our services and offerings. 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 hope to have the opportunity to welcome you back in the future to provide a stay that better reflects the Swissôtel standard of hospitality. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Hi Jiho, Thank you for your exceptional feedback. We are delighted to hear that you had an amazing stay and enjoyed our spacious rooms and our prime location. Surrounded by shops, public transport, and theatres, our prime CBD location allows guests to easily explore and enjoy all that the city has to offer. 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 Sunhyung, Thank you for your amazing feedback and score. We are pleased to hear that you and your family enjoyed their stay and found our prime location convenient. We would also like to thank you for your patience throughout our lift refurbishment project. We are delighted to let you know that our two new lifts are now fully operational, providing a smoother, faster, and more comfortable journey throughout the hotel. We hope to have the opportunity to welcome you and your family back in the future and provide an even more enjoyable stay. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Hi Soo K., Thank you for your wonderful score. We are delighted to hear that you had an enjoyable stay and our central location in the heart of the CBD was convenient. Swissôtel Sydney has also recently completed a full lift modernisation, providing a significantly enhanced experience with faster, smoother, and more reliable service. This upgrade reflects our continued commitment to improving our facilities and overall guest experience. We would be delighted to welcome you back to experience the improvements. Kind regards, Dalal Saboune Executive Assistant to the General Manager

Dear Ms. P., I hope you are well. Warm greetings from Swissôtel Sydney. Thank you for taking the time to share your feedback with us. Please accept our sincerest apologies for your recent experience, which clearly fell far below both your expectations and our usual standards. We are deeply concerned to hear about the condition of your room, particularly the unpleasant odour, as well as the way your concerns were handled by our team. This is certainly not the level of service we strive to provide. We are especially sorry that your stay, which was meant to be a special part of your family trip, was impacted in this way. We also regret that your room allocation did not meet your expectations despite your prior request as a valued Platinum member. Your feedback regarding both the room condition and our team’s response has been taken very seriously and will be addressed with the relevant departments. Please be assured that we are reviewing this matter internally to ensure improvements are made, particularly in how guest concerns are acknowledged and resolved. Thank you again for bringing this to our attention. We truly regret that your experience did not reflect the high standards we aim to deliver, and we hope to have the opportunity to restore your confidence in us in the future. Kind regards, Fajar Ariadi Assistant Night Manager Swissôtel Sydney

Dear Gyuhui, Thank you for sharing your feedback following your recent stay. I’m delighted to hear you enjoyed our location and appreciated the daily servicing of your room—it's great to know these elements added to your experience. Thank you as well for your comment regarding the room setup. We understand that having only one chair in a king room can be limiting, and we appreciate you bringing this to our attention. Your feedback will be considered as we review ways to improve comfort and functionality for our guests. We hope to welcome you back again soon. Best wishes, Siddoway Assistant Front Office Manager Swissotel Sydney

Dear Mr. L., 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 delighted to see your perfect overall rating and to know that you continue to enjoy our central location. It is especially rewarding to hear that, as a valued Platinum member of ALL Accor Live Limitless, you feel well recognised and taken care of whenever you stay with us. At the same time, we truly appreciate your constructive feedback. We sincerely apologise that certain aspects of your stay did not meet expectations, particularly the WiFi speed, cleanliness, and elements of your dining experience. Your comments regarding the Executive Lounge, including the quality of food and crowding, as well as your feedback on the welcome drink and amenity, have been carefully noted and will be shared with the relevant teams for improvement. We understand how important these details are, especially for our loyal members, and we are committed to enhancing these areas to deliver a more consistent and elevated experience. Thank you again for your valuable insights and for your continued loyalty. We very much look forward to welcoming you back and providing you with an even better stay in the future. Kind regards, Fajar Ariadi Assistant Night Manager Swissôtel Sydney

Dear L. Sohee, Thank you for your valuable review. We are pleased to hear your compliments regarding the location of our hotel and our staff. We apologize for the inconvenience caused by the noise from the air conditioning, and we recognize this as an area for improvement. Once again, thank you, and we will strive to provide even better service in the future. Warm regards, Michelle Holdsworth Front Office Manager Swissotel Sydney

Dear Ms. H., Thank you so much for your kind words. We’re thrilled to hear that you enjoyed our central location and that our team made your stay even more enjoyable. It’s also wonderful to know that the welcome amenity and room upgrade exceeded your expectations. I appreciate your feedback regarding the WiFi speed and ease of access, and we will continue working to improve these areas for a smoother experience. We truly value your support as a Gold member and look forward to welcoming you back to Swissôtel Sydney for another memorable stay. Kind Regards, Gaurav REGMI Night Manager Swissôtel Sydney Tel: +6… 68 Market Street | Sydney, NSW 2000 | Australia

Dear Mr. S., Thank you very much for your kind feedback. We’re delighted to know you had a comfortable and enjoyable stay with us, and that every part of your experience—from your arrival through to your time in the room and hotel facilities—met your expectations so well. It’s especially pleasing to hear that you felt well looked after as a valued ALL Gold member. Thank you as well for recognising Moduman—your kind mention will certainly be shared and appreciated. We truly value your support and look forward to welcoming you and your family back again on your next visit. Warm regards, Gaurav REGMI Night Manager Swissôtel Sydney Tel: +6… 68 Market Street | Sydney, NSW 2000 | Australia

Dear Ms. P., Thank you for the great review of our hotel! We are so glad that you enjoyed your stay. Look forward to Welcome you again soon. Sincerely, Neenu Saxena Guest Experience Manager

Dear Mr. K., Thank you very much for taking the time to share your feedback with us. We are delighted to hear that you enjoyed our convenient location and found the bedding comfortable during your stay. It is also pleasing to know that you had a positive experience with our team and were able to enjoy facilities such as the pool and concierge services. Your kind comments are truly appreciated. Thank you again for your valuable feedback and for choosing to stay with us. We look forward to welcoming you back to Swissôtel Sydney in the future. Kind Regards, Gaurav REGMI Night Manager Swissôtel Sydney Tel: +6… 68 Market Street | Sydney, NSW 2000 | Australia

Dear Hyerin, Thank you for taking the time to share your detailed feedback following your recent stay with us. While I am pleased to read that you enjoyed our central location, found your room comfortable, and that your family had a delightful breakfast experience with our restaurant team, I am truly sorry for the frustration caused by the billing and refund process. It is concerning to learn about the confusion surrounding the breakfast charges and the delay in processing the refunds. I sincerely apologise for the inconvenience and uncertainty this caused during and after your stay. The situation you described regarding the incorrect $140 breakfast charge, the refund of the $50 deposit, and the additional adjustments should have been handled far more clearly and efficiently. Please rest assured that your feedback has been shared with our Front Office and Finance teams so we can review the administrative process and ensure that billing adjustments and refunds are communicated and processed more promptly in the future. We certainly understand how frustrating it must have been to follow up several times and only see progress after sending an email. As a valued ALL Accor Classic member, we truly appreciate your loyalty and thank you for your patience while this matter was resolved. Your comments help us identify areas where we must improve, particularly in ensuring transparency and efficiency with guest accounts. Once again, please accept our sincere apologies for the inconvenience caused. We hope to have the opportunity to welcome you and your family back to provide you with a much smoother and more enjoyable experience. Warm regards, Michelle Holdsworth Front Office Manager

Dear Soojin L., Thank you for your positive feedback regarding your stay at Swissôtel Sydney. We are delighted to hear that you appreciated our convenient location and the comfort of our lounge. Your satisfaction is important to us, and we look forward to welcoming you back in the future. Best regards, Maanvick Ganesh Assistant Manager

Dear Mr Y., Thank you for sharing your feedback following your stay at Swissôtel Sydney. We sincerely apologise for the inconvenience caused by the lift availability during your visit. We understand how frustrating the wait times can be, particularly during busy periods. Our lift modernisation program is currently underway to improve reliability and guest flow throughout the building. We appreciate your comments and hope to have the opportunity to welcome you back for a smoother experience in the future. Sincerely, Michelle Holdsworth Front Office Manager

Dear Mr. J., I 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 family stay with us. We are pleased to know that you found our location to be excellent and that you were satisfied with the booking process through the ALL App, as well as with our breakfast, WiFi, and sustainability efforts. Your positive comments are sincerely appreciated. At the same time, we regret that your overall experience did not fully meet your expectations. We understand that your stay coincided with a particularly busy holiday period and a large event, and we are sorry if this affected the level of attentiveness and comfort you expected—especially as a valued Platinum member of ALL Accor Live Limitless by Accor. Please be assured that we truly value your loyalty, and your comments regarding recognition and personalised attention have been shared with our leadership team. We also apologise for any discomfort experienced due to dust in the room. The wellbeing of our guests is extremely important to us, and we are sorry to hear that your wife suffered from an indoor dust allergy during your stay. This feedback has been communicated to our housekeeping team for immediate review and reinforcement of cleaning standards. Regarding your experience in the Lounge, we appreciate your understanding and good humour. Nevertheless, we regret that the strict adherence to closing time caused any embarrassment. Your suggestion to allow a little flexibility at the end of service is noted, and we will review this with the team to ensure a more gracious and comfortable experience for our valued members. Thank you once again for your constructive feedback and for your continued loyalty as both a Platinum member and Accor Vacation Club member. We sincerely hope to have the opportunity to welcome you and your family back for a smoother and more personalised experience in the future. Kind regards, Fajar Ariadi Assistant Night Manager Swissotel Sydney

Dear Ms. C., I hope you are doing 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. First and foremost, please accept our sincere apologies that your overall experience did not meet your expectations, particularly regarding the elevator wait times, lounge offerings, and WiFi connectivity. We fully understand how frustrating it must have been to wait several minutes for the elevator and still find it difficult to board. This is certainly not the seamless experience we strive to provide, especially for our valued Platinum members. Your comments regarding the lounge food selection and the speed of the internet connection have also been carefully noted. As a loyal ALL Platinum member, your comfort and satisfaction are extremely important to us, and we regret that we fell short during your visit. Please be assured that your feedback has been shared with the relevant departments for immediate review and improvement, including operational adjustments to elevator flow and enhancements to our connectivity infrastructure. We also regret that your arrival experience, accommodation comfort, breakfast selection, and cleanliness did not fully meet expectations. While we are pleased that you appreciated our location and found our team service relatively positive, we clearly have areas requiring significant improvement. Your honest evaluation is invaluable in helping us enhance our service standards. We truly hope to have another opportunity to restore your confidence in us and deliver the high-quality experience you rightfully expect from our brand. Should you be willing to share any additional details about your stay, please feel free to contact me directly. We would greatly appreciate the chance to personally assist with your future reservations. Thank you again for your candid feedback and for your continued loyalty to ALL – Accor Live Limitless. Kind regards, Fajar Ariadi Assistant Night Manager Swissotel Sydney

Dear Keum, Thank you for taking the time to share your feedback following your family stay with us. We’re pleased to hear you appreciated our central location, early check-in availability and the friendliness of our team. However, we are very concerned to read the remainder of your comments. Please accept our sincere apologies regarding the room presentation, privacy concerns and the confusion surrounding children’s breakfast. This is not the experience we aim to provide, and the inconsistency you describe is being reviewed with our Front Office and Food & Beverage teams. Most importantly, your comments regarding hygiene and the sighting of cockroaches are extremely concerning. This has been escalated immediately to our Housekeeping and Pest Control partners for urgent investigation and action. Cleanliness is a top priority, and we regret that this was not reflected during your stay. Thank you again for your candid feedback. It highlights areas where we must improve, and we appreciate you bringing these matters to our attention. Warm regards, Michelle Holdsworth Front Office Manager