The Porter House Hotel Sydney - MGallery Collection 5 stars

Dear Yeong J., Thank you for your wonderful feedback following your recent family stay with us, and for your loyalty as an ALL Classic member. It is incredibly rewarding to read that your stay was so memorable and that we could play a part in making your trip to Sydney unforgettable. Your kind words about our team's hospitality and service mean a great deal to us. I am delighted to see your outstanding ratings for accommodation, cleanliness, our team, check-out, WiFi, value for money, and sustainability. It is especially pleasing to know that the warmth and care our team showed helped create such a positive experience for you and your family. Your recognition of our sustainability initiatives is also greatly appreciated. We remain committed to reducing our environmental impact while maintaining the high level of comfort and service our guests expect. Thank you once again for your generous recommendation and for choosing The Porter House Hotel Sydney. We look forward to welcoming you and your family back on your next visit to Sydney. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Lauren, Thank you for taking the time to share your incredible feedback following your recent stay at The Porter House Hotel Sydney - MGallery Collection. I am delighted to see that you enjoyed your stay with us. It is wonderful to know that our professional and friendly team, well presented rooms and facilities, convenient location, and food and beverage offerings all contributed to such a positive experience. Thank you also for recognising our team. I always enjoy the opportunity to celebrate our colleagues who work so hard to create memorable experiences for our guests, and I know your feedback will be greatly appreciated. I am also pleased to hear that the nearby parking options were convenient and easily accessible, helping to make your visit that little bit smoother. 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 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 Brett, 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 pleased to see your excellent ratings for arrival, accommodation, cleanliness, and departure, and to know that you otherwise had a great stay with us. That said, I sincerely apologise for the frustration caused by the housekeeping requests that were not actioned. This is certainly not reflective of the standards we strive to maintain. Having submitted requests through the in-room iPad on multiple occasions, as well as directly through reception, you should have been able to rely on those requests being completed without needing to follow up further. Technology should enhance the guest experience, not complicate it, and it is clear that we fell short in ensuring your housekeeping requests were properly communicated and executed. While I am pleased our housekeeping attendant was ultimately able to assist you directly, I completely understand that this should not have been necessary. Please be assured that your feedback has been shared with both our Front Office and Housekeeping teams for review. We will be investigating why the requests were not actioned and reinforcing our processes to prevent a recurrence. Thank you for recognising the positive aspects of your stay despite this issue. We genuinely appreciate your feedback and the opportunity to improve. Thank you for helping us to perform at our best. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Danny, Thank you for taking the time to share your feedback following your recent stay with us. I am particularly disappointed to read your comments given that you have chosen to return to The Porter House on previous occasions because of the service you experienced. While I am pleased to see your positive ratings for arrival, accommodation, cleanliness, and departure, I sincerely apologise for the disappointment you experienced with the dining offering during this visit. I completely understand your frustration regarding the lack of table service, both during dinner and breakfast. Waiting for service at dinner and then being advised to return to the counter to place an order at breakfast is understandably not the experience you were expecting. Your comments regarding the fundamentals of hospitality and guest service are both fair and appreciated. I would, however, like to clarify that our food and beverage operations are fully managed by an external hospitality partner and operate independently from the hotel. While guests understandably view the restaurant and bar experience as part of their overall stay, the service model, staffing, and operational decisions within these outlets are not managed by The Porter House Hotel team. That said, we take feedback regarding our guest experience very seriously, and your comments have been shared directly with the food and beverage leadership team for their review. In particular, I have highlighted your concerns regarding the absence of table service, service responsiveness, and the expectations associated with staying at an MGallery hotel. I genuinely appreciate your candid feedback and your continued support of the hotel. It is clear from your comments that the dining experience fell well short of the standard you expected, and for that I am sorry. Thank you for bringing this to our attention. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Laurent, Thank you for taking the time to share your feedback following your recent business stay with us, and for your valued loyalty as an ALL Platinum member. I am pleased to know you enjoyed our central location and found your room comfortable. It is also encouraging to see positive ratings for your accommodation, cleanliness, and departure experience. That said, I sincerely apologise that several aspects of your stay fell short of expectations. As a Platinum member, you should expect a seamless and refined experience, and I regret that we did not deliver this consistently during your visit. I appreciate your observations regarding the room design, particularly the lack of a convenient towel hanging point and the noise associated with room doors closing. Guest comfort is paramount, and your feedback has been shared with the relevant teams for review as we continue to look for ways to improve our rooms and overall guest experience. I am also disappointed to learn of your experience with service delivery, including the late follow-up regarding your tea order. This is certainly not reflective of the standards we strive to maintain, and your feedback regarding team confidence and service execution has been shared with our leadership team for review and coaching opportunities. Regarding your breakfast experience, I sincerely apologise that it did not meet expectations. I would like to note that our food and beverage operations, including breakfast service, are managed by an external partner. While they operate independently from the hotel, we recognise that guests view their experience as part of their overall stay. Please be assured that your feedback regarding the breakfast selection, missing items, coffee service delays, and service delivery has been shared directly with their management team for investigation and follow-up. While I am pleased there were aspects of your stay you enjoyed, I fully recognise there were several opportunities for us to provide a more polished experience and better overall value. Thank you for bringing these matters to our attention. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection