The Porter House Hotel Sydney - MGallery Collection 5 stars

Dear Serge, Thank you for taking the time to share such wonderful feedback following your recent stay at The Porter House Hotel Sydney - MGallery Collection. I was absolutely delighted to read your comments and particularly humbled by your description of the hotel as offering "a level of comfort, style and elegance that all hotels should aim for." Feedback of this nature is incredibly rewarding for our team and reflects the experience we strive to create for every guest. It is fantastic to know that your experience was exceptional from check-in through to departure, and that our team made such a positive impression with their warm and courteous service. I was also pleased to hear that you enjoyed the blend of contemporary technology and thoughtful design throughout the hotel, as well as the comfort of our rooms. As a valued ALL Gold member, I was especially delighted to read your comments regarding the handwritten note and bottle of wine. Creating personalised moments of recognition for our loyal members is something we take great pride in, and it is wonderful to know that the gesture exceeded your expectations. I was also thrilled to see your praise for our pillow menu, room service offering, cleanliness, and overall value. Reading that you had "nothing to complain about" brought a smile to my face. I do note your ratings for the gym and pool and appreciate that there may be opportunities for us to enhance these facilities further. Feedback such as yours helps us continue to improve every aspect of the guest experience. Thank you again for your generous comments, loyalty, and support. 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 Natalie, Thank you for taking the time to share your feedback and for your continued loyalty as an ALL Gold member. Firstly, I would like to thank you for choosing to stay with us again. It is encouraging to hear that you continue to enjoy our clean and comfortable rooms; however, I am genuinely disappointed to learn that this visit fell short of the standards you have come to expect from us. Please accept my sincere apologies regarding the issue with the air conditioning in your room. I completely understand how frustrating and uncomfortable it must have been to discover a loud fault later in the evening, particularly when it impacted your ability to get a good night's sleep. While I appreciate that you reported the issue at check-out, I am sorry that this negatively affected your stay. Your comments have been shared with our Engineering team for immediate investigation and rectification. I am also concerned to learn about your experience regarding the late check-out request. As an ALL Gold member, I understand your disappointment when this benefit was not clearly communicated or confirmed at check-in. While I am pleased that our team was ultimately able to arrange the late check-out the following morning, I appreciate that the initial inconsistency left you feeling that your membership recognition fell below expectations. Additionally, I note your feedback regarding your welcome amenity and member recognition. We greatly value your loyalty, and I regret that your experience did not reflect the level of appreciation we aim to show our valued ALL members. Thank you again for your honest feedback. While I am pleased that you continue to see value in staying with us, I am sorry that this visit did not live up to your previous experiences. Your comments have been shared with the relevant teams, and we will use them as an opportunity to improve both our guest experience and member recognition. We truly appreciate your support and look forward to welcoming you back for a much more seamless stay in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Anja, Thank you for taking the time to share your wonderful feedback following your recent stay at The Porter House Hotel Sydney - MGallery Collection. I am delighted to hear that you had such an enjoyable experience with us and appreciated our central Sydney location. Being within walking distance of so many of the city's attractions, dining precincts, and transport options is certainly one of the advantages of staying at The Porter House. It is also fantastic to know that you enjoyed our amenities, particularly the bar and restaurant, as well as the gym facilities. We aim to provide our guests with everything they need for both relaxation and convenience, so it is rewarding to know these elements contributed positively to your stay. As a valued ALL Silver member, we sincerely appreciate your loyalty and support. Your perfect scores across every aspect of your experience, from arrival to departure, are wonderful encouragement for our 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 for your support and recommendation. We look forward to welcoming you and your friends back to The Porter House Hotel Sydney in the near future. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection

Dear Edward, 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 am sincerely sorry to learn that your experience fell well below expectations. While I am pleased that you found the room itself comfortable and reasonably well presented, it is clear that several significant issues negatively impacted your stay. I apologise for the problems you encountered with both the television system and the WiFi service. Reliable technology is essential, particularly for business travellers, and I completely understand your frustration when the WiFi was intermittent and ultimately failed to meet your needs. Your comments have been shared with our Engineering and IT support teams for review. I am equally disappointed to read your feedback regarding breakfast. As an external hospitality partner manages our breakfast operations, I have forwarded your comments directly to their management team regarding the quality of the offering and the limited selection available. Most concerning, however, are your comments regarding the delayed receipt and the difficulty you experienced contacting the hotel following your departure. I fully appreciate the inconvenience and administrative challenges this would have caused, particularly when travelling for business. Please accept my sincere apologies for the lack of responsiveness you encountered. This is certainly not the level of service we aim to provide. I also regret that your interactions with our team did not leave a positive impression and that your arrival and departure experiences fell short of expectations. Thank you again for your honest and detailed feedback. While I appreciate you bringing these matters to our attention, I am truly sorry that we failed to deliver the experience you expected. Your comments have been shared with the relevant department leaders as we continue to improve our service standards and guest experience. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Craig, Thank you for taking the time to share your feedback following your recent stay with us. While I am pleased to hear that you appreciated our convenient location and found your arrival experience positive, I am genuinely sorry to learn that your stay was significantly affected by the room temperature control issue. A comfortable night's sleep is one of the most important aspects of any hotel stay, and I completely understand how frustrating it must have been to experience temperatures fluctuating between 18°C and 25°C throughout the night. Being repeatedly woken by an uncomfortable room environment and feeling exhausted the following day is certainly not the experience we want our guests to have, especially given the investment made in staying with us. I appreciate you bringing this matter to the attention of our team at check-out. Please be assured that your comments have been shared with our Engineering team for immediate investigation, as the air conditioning system should be maintaining a consistent and comfortable temperature at all times. I also note your feedback regarding the mould visible in the shower area and the WiFi speed. Thank you for highlighting these concerns, as they have also been raised with the relevant teams for review and corrective action. Whilst I am pleased that you found the room clean and that your arrival experience was positive, I regret that these maintenance and connectivity issues detracted from your overall stay and value perception. Thank you again for your honest feedback. We appreciate you taking the time to share your experience and hope to have the opportunity to welcome you back and provide a much-improved stay in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection