The Porter House Hotel Sydney - MGallery Collection 5 stars

Dear Philippa, Thank you for taking the time to share your feedback following your recent stay at The Porter House Hotel Sydney - MGallery Collection. I am delighted to hear that you enjoyed many aspects of your stay, particularly our convenient location, friendly team, comfortable accommodation, and excellent value. It was especially pleasing to read that you enjoyed the best night's sleep you've had in a very long time — that is certainly one of the highest compliments a hotel can receive. I was also pleased to hear that you enjoyed both breakfast and room service during your stay, and that booking directly through ALL provided such good value. That said, I am sorry that your experience did not get off to the best start. I appreciate your comments regarding the wait time at reception and understand how frustrating it can be to arrive and be faced with a queue. Your feedback regarding staffing levels and the check-in experience has been noted and will be reviewed with the team. I also apologise for the dust you encountered above the bed. While I am pleased that you otherwise found the room clean and comfortable, this is clearly an area where we fell short of our usual housekeeping standards. Your comments have been shared with our Executive Housekeeper for follow up with the team. Thank you also for recognising our staff. I always enjoy the opportunity to celebrate our colleagues who work so hard to create memorable guest experiences, and I know your kind words will be greatly appreciated. As a valued ALL member, we sincerely appreciate your loyalty and support. Thank you for helping us to perform at our best, and 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 Ee L., Thank you for taking the time to share such detailed feedback following your recent stay with us, and for your loyalty as an ALL Classic member. I am pleased to hear that you found our location convenient and enjoyed the hotel's close proximity to Town Hall Station and Sydney's key attractions. However, I sincerely apologise for the condition of your original room and the service shortcomings you experienced. The issues you encountered, including the faulty toilet flush, clogged basin, inconsistent air conditioning, and cleanliness concerns, are certainly not reflective of the standards we strive to maintain. More importantly, I am disappointed that after reporting these concerns and receiving assurance that they would be addressed, the required follow-up did not occur. I completely understand your frustration upon returning later that evening to find the issues unresolved. I would also like to apologise for the housekeeping oversight. Having your room serviced whilst the toilet remained unclean is unacceptable and falls short of our expectations. That said, I am delighted to hear that Roxanna was able to assist and turn the situation around. Her professionalism, understanding, and proactive approach are exactly what we expect from our team members, and I will personally ensure she is recognised for her outstanding service. I am pleased that the room move, upgrade, and amenities helped make the remainder of your stay more comfortable. I also appreciate your comments regarding breakfast. While I am pleased you found it satisfactory overall, I understand your concerns regarding the value, variety of hot food options, and the separate charge for barista coffee. As our breakfast offering is managed by an external partner, your feedback has been shared directly with their management team for review. Thank you again for your honest and constructive feedback. While I regret the challenges you experienced at the beginning of your stay, I appreciate the opportunity to recognise Roxanna's efforts and to identify areas where we can improve our service delivery and room-maintenance processes. We hope to welcome you back and provide you with a seamless experience from arrival to departure. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Rose, Thank you for taking the time to provide such detailed 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 our Guest Service Agents at check-in and check-out to be kind and friendly, I was very disappointed to read about several aspects of your experience that fell well below our standards. Firstly, please accept my sincere apologies regarding the cleanliness of your room. Finding dried coffee on the floor, along with a tray and cup that had clearly not been properly cleaned, is unacceptable and certainly not reflective of the standards we expect from our housekeeping team. I completely understand why, after a long day of travel with a six-month-old child, requesting a room change was the last thing you wanted to do. Regardless, your room should have been thoroughly cleaned and ready upon arrival. I am equally concerned by the experience your husband encountered when seeking assistance with photocopying your daughter's passport. While there may occasionally be a charge for extensive printing or photocopying requests, asking a guest how much they would be willing to pay because the team was busy is entirely inappropriate and not representative of the service culture we strive to deliver. More importantly, your husband was initially advised we could assist, only to spend time waiting before ultimately being unable to receive the service requested. I completely understand his frustration and disappointment, particularly when alternative options had already been suggested. As a former Accor Front Office team member yourself, you have a clear understanding of the level of hospitality and professionalism guests should expect. It is particularly disappointing that we fell short in areas that should have been straightforward to manage. I also appreciate your comments regarding the lunch and room service menu. As an external partner manages our food and beverage operations, your feedback regarding the menu offering has been shared with their management team for review. Thank you for bringing these matters to our attention. Your feedback has been shared with both our Housekeeping and Front Office leadership teams for immediate review and coaching. While I am pleased there were aspects of your stay you enjoyed, I regret that these issues detracted from what should have been a seamless family visit. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Robert, Thank you for taking the time to share your feedback following your recent family stays with us, and for your loyalty as an ALL Classic member. I am delighted to hear that you enjoyed your stay and appreciated the high-quality fit-out of our rooms. It is wonderful to know that you received a warm welcome from the team and found your room immaculate and comfortable. Your positive ratings across arrival, accommodation, cleanliness, service, WiFi, value for money, and sustainability are greatly appreciated. Feedback such as yours is a fantastic encouragement to our team, who take great pride in creating memorable experiences for our guests. I am particularly pleased that you enjoyed our fully automated room features, which are designed to enhance comfort and convenience while complementing the unique character of our heritage building. Thank you once again for your kind feedback and recommendation. We look forward to welcoming you and your family back to The Porter House Hotel Sydney in the near future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection