Dear S., Thank you for taking the time to share your wonderful feedback following your recent stay at The Porter House Hotel Sydney - MGallery. We are delighted to learn that you thoroughly enjoyed your first visit with us and appreciated our central location, modern accommodations, comfortable beds, and the warm hospitality provided by our team. It is especially rewarding to know that our dining options and room service contributed positively to your overall experience. Your kind comments have been shared with the team, who will be thrilled to know they helped make your stay memorable. We are also grateful for your loyalty as an ALL member and for your recommendation of both our hotel and the Accor loyalty programme. We look forward to welcoming you back on your next business trip to Sydney and providing another exceptional stay. Warm regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Melanie, Thank you for your wonderful review. It's always rewarding to hear that guests love both the hotel itself and the location. One of the things we hear most often is that we're close enough to enjoy everything Sydney has to offer, while still feeling slightly removed from the busiest parts of the CBD. I was particularly pleased to read your comments about the room. Our team takes enormous pride in maintaining the hotel, and hearing that you found it immaculate and beautifully designed is fantastic recognition of their efforts. I'm also delighted that the birthday surprise helped make your stay a little more memorable. Those small personal touches are something we genuinely enjoy doing, and I'm glad the team could play a small part in your celebrations. As a valued ALL Classic member, thank you for your loyalty and support. Seeing perfect scores across every aspect of your stay is wonderful encouragement for the entire team. If I could be so bold, and if you have a few moments to spare, I would be grateful if you would consider sharing your experience on TripAdvisor. Thank you again for your kind feedback, Melanie. We hope to welcome you back to The Porter House Hotel Sydney again soon. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Dominic, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney - MGallery. While I am pleased to hear that you found your stay comfortable, enjoyed our restaurant, and appreciated the cleanliness of the hotel, I am sorry that aspects of your arrival experience did not meet your expectations. I understand your frustration regarding the payment process upon arrival. I would like to clarify that we do accept Apple Pay at the hotel; however, it appears that this was not communicated clearly during your check-in experience. For this, I sincerely apologize. We will be using your feedback as a training opportunity with our Guest Experience Agents to ensure they are fully informed about our accepted payment methods and can provide accurate information and assistance to guests. Thank you also for sharing your suggestion regarding pre-authorisation processes and digital payment options. Guest feedback such as yours is valuable as we continually review our procedures to improve the arrival experience. I appreciate your comments regarding our bathroom amenities as well. We regularly evaluate our product offering to ensure it aligns with guest expectations and the standards of the MGallery brand. As a valued ALL Platinum member, we are especially disappointed that we fell short of delivering the seamless experience you rightfully expected. Please accept my sincere apologies for the inconvenience caused. Thank you once again for your candid feedback. We hope to have the opportunity to welcome you back and provide a much-improved experience in the future. Warm regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Stephen, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney - MGallery Collection. We are delighted to hear that you enjoyed our central location and, most importantly, that our team made you feel welcomed and recognized as a returning guest. Creating a personalized experience for our regular guests is something we take great pride in, so your comment means a great deal to us. I am also pleased to know that you rated your experience highly across arrival, accommodation, cleanliness, service, departure, and value for money. Your recommendation is greatly appreciated and serves as wonderful encouragement for our team. Thank you again for your kind words. We look forward to welcoming you back to The Porter House Hotel Sydney for another enjoyable stay in the near future. Warm regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Sunny, Thank you for taking the time to share your feedback following your recent business stay at The Porter House Hotel Sydney - MGallery. We are pleased you enjoyed our convenient location, found the bedding comfortable, and experienced a smooth arrival and departure process. We are also delighted to hear that Amelia made a positive impression during your stay. We will be sure to share your kind recognition with her. At the same time, I am sorry to learn that your welcome amenity was not offered. As a valued ALL Platinum member, we recognize the importance of delivering the benefits and recognition you are entitled to, and I apologize that we fell short on this occasion. We also appreciate your comments regarding breakfast and value for money. Feedback such as yours helps us identify opportunities to further enhance the guest experience. Thank you again for choosing to stay with us. We hope to have the opportunity to welcome you back to The Porter House Hotel Sydney and provide an even more memorable experience. Warm regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Catherine, Thank you for taking the time to share your wonderful feedback following your recent family stays with us, and for your loyalty as an ALL Silver member. I am absolutely delighted to receive your perfect score and to hear that you had such a memorable experience at The Porter House Hotel Sydney – MGallery Collection. It is especially rewarding to read your kind comments about our team. I was thrilled to learn that Heidi helped make your stay so enjoyable through her caring and attentive service. I will be sure to share your wonderful feedback with her personally, as I know she will be delighted to know the positive impact she had on your experience. I was also pleased to read your comments regarding our easy check-in and check-out process, beautiful guestrooms, comfortable beds, and convenient location. Your recognition of the gentleman who welcomed you at the door, along with your praise for the entire team, is sincerely appreciated. Your outstanding ratings across every aspect of your stay, including booking, accommodation, cleanliness, service, value for money, sustainability initiatives, and your 10/10 recommendation, are truly rewarding for our team. Thank you once again for your generous feedback and continued support. I will be delighted to share your comments with Heidi and the wider team. If I could be so bold, we would greatly appreciate you sharing your experience with the wider travelling community on TripAdvisor. Reviews such as yours not only help future travellers discover our hotel but also provide wonderful recognition for team members such as Heidi who strive to create memorable guest experiences. To leave a review, simply log in to your TripAdvisor account and click the link below: Write a Review on TripAdvisor We look forward to welcoming you and your family back to The Porter House Hotel Sydney – MGallery Collection on your next visit to Sydney. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Tuyen, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Classic member. I was very disappointed to read about your experience, and I sincerely apologise for the inconvenience caused by the flying insects you encountered in your bathroom. While I appreciate your recognition of our team's responsiveness and professionalism, I fully understand that this issue significantly impacted your stay. Discovering insects upon arrival, particularly late at night when you were looking forward to freshening up after your flight, is certainly not the experience we want our guests to have. I am especially concerned that the issue persisted after treatment and reappeared the following evening and again the next morning. Please be assured that we have shared your comments with both our Housekeeping and Pest Control teams for immediate investigation and follow-up. While the insects described are typically drain flies that can occasionally appear in wet areas, their presence in any quantity is unacceptable. It does not reflect the standards we strive to maintain. I also note your comments regarding the WiFi connectivity and apologise for the intermittent disconnections you experienced during your stay. While I am pleased that you found the booking process straightforward and that our team was attentive and apologetic throughout, I recognise that these positives were understandably overshadowed by the condition of the bathroom. Thank you again for your candid feedback. Please accept my sincere apologies for the disappointment caused. Your comments have been taken seriously, and we will use them to improve the experience for future guests. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Ziad, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney. I was delighted to hear that you enjoyed the technology throughout the hotel and found the experience straightforward and easy to navigate. It's also wonderful to know that Roxanna and the front desk team helped make your stay such a positive one. I'll be sure to share your kind comments with them. As a valued ALL Gold member, thank you for your loyalty and support. I was particularly pleased to read that you felt recognised throughout your stay and enjoyed the benefits and amenities provided. I also appreciate your comments regarding the cooking smells in the reception area. This is valuable feedback, and we will continue working with our restaurant partners to minimise the impact on the arrival experience. I have followed up with the team at Reception regarding your 150 ALL Reward points, please rest assured they are on their way to your account. Thank you again for your feedback, Ziad. We appreciate your support and look forward to welcoming you back to The Porter House Hotel Sydney soon. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Chris, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney. I was delighted to hear that you enjoyed your three nights with us and found the team friendly and welcoming throughout your stay. Hospitality is a people business, so feedback like that always means a great deal. I'm also pleased that you enjoyed the design of the rooms and our location. One of the things guests often tell us they appreciate is being close to everything Sydney has to offer, while still being just far enough away from the busiest parts of the city to enjoy a good night's sleep. As a valued ALL Classic member, thank you for your loyalty and support. It's also great to hear that you found the ALL App easy to use and would happily book through it again. If I could be so bold, and if you have a few moments to spare, I would be grateful if you would consider sharing your experience with the wider travelling community via TripAdvisor: https://www.tripadvisor.com.au/UserReviewEdit-g255060-d24…-The_Porter_House_Hotel_Sydney_MGallery-Sydney_New_South_Wales.html Thank you again for your kind feedback, Chris. We hope to welcome you back from New Zealand again soon. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Christopher, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney. As a valued ALL Gold member, thank you for your loyalty and support. I was delighted to see such strong scores across your stay, particularly for our team, accommodation, cleanliness, and overall value. That said, I completely appreciate your comments regarding the early morning fire alarm. Being evacuated at 6:00am on a Sunday is certainly not how anyone wants to start their day, and I am sorry for the disruption this caused. While guest safety must always remain our highest priority and the evacuation procedures worked exactly as intended, I understand that it would have impacted what was otherwise a comfortable and enjoyable stay. I was pleased to read that, despite the interruption, our team continued to leave a positive impression and that you still enjoyed your overall experience with us. If I could be so bold, and if you have a few moments to spare, I would be grateful if you would consider sharing your experience with the wider travelling community via TripAdvisor: https://www.tripadvisor.com.au/UserReviewEdit-g255060-d24…-The_Porter_House_Hotel_Sydney_MGallery-Sydney_New_South_Wales.html Thank you again for your feedback, Christopher. We hope to have the pleasure of welcoming you back soon, ideally with a little more sleep on a Sunday morning. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Sarah, Thank you for your wonderful review and for your continued loyalty to The Porter House Hotel Sydney. To hear that you've been staying with us for years and that we're your hotel of choice whenever work brings you to Sydney means more than any score ever could. As a valued ALL Gold member, thank you for your ongoing support. Knowing that you continue to return because of the service, comfort, cleanliness, and convenience tells me we're consistently delivering on the things that matter most. Consistency is one of the hardest things to achieve in hospitality, so hearing that your stays are always easy and enjoyable is incredibly rewarding for the entire team. If I could be so bold, and if you have a few moments to spare, I would be grateful if you would consider sharing your experience with the wider travelling community via TripAdvisor: https://www.tripadvisor.com.au/UserReviewEdit-g255060-d24…-The_Porter_House_Hotel_Sydney_MGallery-Sydney_New_South_Wales.html Thank you again, Sarah. We genuinely appreciate your loyalty and look forward to welcoming you back on your next Sydney work trip. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Roger, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Silver member. I am delighted to hear that you continue to enjoy staying at The Porter House Hotel Sydney – MGallery Collection and that you find the hotel both discreet and comfortable. It is especially pleasing to know that you found the booking process straightforward and appreciated the clarity of the rates offered. Your positive ratings for your arrival experience, accommodation, cleanliness, WiFi, and departure process are greatly appreciated. I am also pleased to hear that you received good service from our team throughout your stay, even if you were unable to recall any names specifically. Thank you as well for your comments regarding our sustainability initiatives. We appreciate your perspective and understand that while some guests enjoy participating in our room-refresh options, others understandably prefer a fully serviced room each day. Thank you once again for your continued support and your 9/10 recommendation. I will be delighted to share your feedback with the team. We look forward to welcoming you back to The Porter House Hotel Sydney – MGallery Collection on your next visit to Sydney. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Simon, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Gold member. I am pleased to hear that you enjoyed your stay and found your room comfortable, clean, and well presented. It is also wonderful to see your positive ratings for your booking experience, accommodation, departure experience, WiFi, and overall value. I am particularly grateful for your 9/10 recommendation and your recognition of our team. Feedback such as yours is always appreciated and serves as valuable encouragement for our staff. I also appreciate your comments regarding parking information. Thank you for bringing this to our attention. We understand that clearer information regarding parking options and locations would help make the arrival experience more seamless, and we will review how this information is communicated to guests prior to arrival. Thank you once again for your kind feedback and continued support as an ALL Gold member. If I could be so bold, we would greatly appreciate you sharing your experience with the wider travelling community on TripAdvisor. Reviews such as yours not only help future travellers discover our hotel but also provide wonderful recognition for our team members. To leave a review, simply log in to your TripAdvisor account and follow the link below: Write a review on TripAdvisor: https://www.tripadvisor.com/UserReviewEdit-g255060-d24…-The_Porter_House_Hotel_Sydney_MGallery-Sydney_New_South_Wales.html We look forward to welcoming you back to The Porter House Hotel Sydney – MGallery Collection in the near future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Sandra, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Classic member. I was extremely disappointed to read about your experience, and I sincerely apologise for the frustration and embarrassment you encountered during both your arrival and breakfast experience. While there are occasions where we must verify billing arrangements if a company payment authorisation has not been received, I fully appreciate that this should have been handled with significantly more care, professionalism, and empathy. The last thing we would want is for a guest, particularly one arriving for an important business meeting, to feel stressed or placed in an uncomfortable position at check-in. I understand from your comments that the situation escalated to the point where you were advised that you would need to personally settle the accommodation charges before checking in. I would like to clarify that I was the manager who intervened and assisted in resolving the matter. However, that does not change the fact that the experience leading up to that point was not acceptable, and for that I sincerely apologise. I was equally concerned to read your comments regarding breakfast. Regardless of any discrepancies in the restaurant's records, repeatedly questioning a guest after they have already provided their room details is not the experience we want for our guests. I can completely understand why this left you feeling singled out and uncomfortable, and I am sorry that it reached the point where you chose to leave rather than enjoy your breakfast. Please note that our breakfast operations are managed by an independent external hospitality partner. However, I fully acknowledge that this distinction does not change your experience as our guest, and I have shared your feedback directly with their management team for immediate review. I am grateful for your positive comments regarding the comfort of the room; however, I recognise that this was overshadowed by the service failures you encountered. Most concerning of all is your comment that you felt treated like a "low-grade citizen." This is not the hospitality experience we strive to provide, nor is it reflective of the standards we expect from our team and partners. Thank you for your candid feedback. While I regret that we let you down on this occasion, I appreciate you bringing these matters to my attention so they can be addressed appropriately. Please accept my sincere apologies once again, and thank you for giving us the opportunity to learn from your experience. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Arlyn, Thank you for your wonderful review. I was delighted to hear that you enjoyed the ambience of the hotel and found it clean, cosy, and comfortable. We work hard to create a space that feels both stylish and welcoming, so it's lovely to know that the design and modern facilities helped make your stay enjoyable. A special thank you for recognising our reception team. First impressions matter, and I know they will appreciate your kind comments. As a valued ALL Classic member, thank you for your loyalty and support. It's wonderful to see perfect scores across every aspect of your stay, from arrival and accommodation through to cleanliness, service, value, and sustainability. I also appreciate your feedback regarding the room phone. While I'm pleased it didn't detract from your overall experience, we will have the team check it to ensure everything is functioning as intended. If I could be so bold, and if you have a few moments to spare, I would be grateful if you would consider sharing your experience with the wider travelling community via TripAdvisor: https://www.tripadvisor.com.au/UserReviewEdit-g255060-d24…-The_Porter_House_Hotel_Sydney_MGallery-Sydney_New_South_Wales.html Thank you again for your kind feedback, Arlyn. We look forward to welcoming you back to The Porter House Hotel Sydney very soon. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Daniel, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Silver member. Firstly, I would like to thank you for your continued support. As a returning guest, I particularly appreciate your comments, and I am pleased to hear that you otherwise enjoyed your stay and rated your accommodation, our team, and your overall experience positively. That said, I was disappointed to read your observations regarding cleanliness standards. Finding mould in the shower and noticing a decline in the condition of our lift areas is certainly not the impression we wish to leave with our guests. As a returning guest, your comment that standards have declined since your previous visit is especially concerning. Please be assured that I have shared your feedback with our Housekeeping team for immediate review and follow-up. I also appreciate your practical suggestion regarding the availability of bottle openers in guestrooms. While these are available upon request, I understand your point that guests may reasonably expect one to accompany the wine glasses provided in the room. Thank you as well for highlighting the intermittent issues you experienced with the WiFi and television services. Reliable technology is an important part of the guest experience, and your comments have been shared with the relevant teams for investigation. I am grateful for your balanced feedback and your 9/10 recommendation despite the concerns you raised. Comments such as yours help us identify opportunities for improvement while recognising the areas where we continue to perform well. If I could be so bold, we would greatly appreciate you sharing your experience with the wider travelling community on TripAdvisor. Reviews such as yours not only help future travellers discover our hotel but also provide wonderful recognition for our team members. Thank you again for your continued support, and we look forward to welcoming you back to The Porter House Hotel Sydney – MGallery Collection on your next visit to Sydney. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear John, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney. As a valued ALL Platinum member, thank you for your loyalty and continued support. I was delighted to see that you enjoyed the room, found the hotel clean and comfortable, and that our team helped make your stay an enjoyable one. What stood out most in your feedback, however, was your disappointment with breakfast. Having previously enjoyed our à la carte offering, I completely understand why the move to a buffet would feel like a step backwards, particularly when you arrived with positive memories from past stays. While breakfast is operated by our independent food and beverage partner rather than the hotel directly, I appreciate that distinction means very little from a guest's perspective. You booked The Porter House expecting an experience that matched your previous visits, and it is clear the current breakfast offering did not deliver that. Your comments have been shared directly with the restaurant management team. We continue to work closely with both our operators and ownership group regarding the overall food and beverage experience, and feedback such as yours is invaluable in helping us advocate for improvements. I also note your comments regarding WiFi speed and appreciate you taking the time to raise them. Thank you again for your honest and thoughtful feedback, John. We genuinely value your loyalty and hope to have the opportunity to welcome you back for an experience that better reflects the high standards you have come to expect from The Porter House. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Zoe, Thank you for taking the time to share your feedback following your recent stay with us, and for your loyalty as an ALL Classic member. While I am pleased to hear that you enjoyed our location and found your room comfortable, I am disappointed to learn that several aspects of your stay did not meet expectations. I sincerely apologise that your pillow request was not fulfilled. A request as simple as this should have been actioned promptly, and I understand how frustrating it would have been when the item never arrived. I also appreciate your comments regarding the in-room iPad technology. While many guests enjoy the convenience of controlling room features from a single device, I understand that the system may not feel intuitive for everyone. Your feedback is valuable, and we will take it into consideration as we continue to refine the guest experience. I was also sorry to read that the room service offering did not meet your expectations. Please note that our food and beverage operations, including room service, are managed by an independent external hospitality partner. While these services are not operated directly by the hotel, we work closely with their management team and have shared your comments for review and improvement. Thank you again for your honest and constructive feedback. While I am pleased that you enjoyed the room and location, I regret that the service shortcomings impacted your overall impression of the stay. We appreciate your feedback and hope to have the opportunity to welcome you back to The Porter House Hotel Sydney – MGallery Collection and provide a much-improved experience in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection