The Porter House Hotel Sydney - MGallery Collection 5 星

Dear Zhi M., 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 and your family had such an enjoyable stay with us. It is wonderful to know that you found the room clean, comfortable, and well equipped with the daily amenities and drinking water needed to make your stay convenient and relaxing. I was also pleased to read your comments regarding our housekeeping team and the attentive service you received throughout your visit. Providing thoughtful and reliable service is something we take great pride in, and I know your feedback will be greatly appreciated by our team. Our central location is certainly one of our greatest advantages, so it is fantastic to hear that you found it easy to explore Sydney on foot and reach the city's attractions, shopping, and dining precincts with ease. Your outstanding ratings across all areas of your stay are greatly appreciated and serve as 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 family 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 Xiaofang, 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 pleased to hear that you enjoyed our central location and found the rooms spacious and comfortable. It is also encouraging to receive your positive ratings for accommodation, cleanliness, WiFi, and both the arrival and departure experiences. Thank you as well for recognising our Front Office team. That said, I am genuinely sorry to learn that the breakfast experience did not meet your expectations. I understand how disappointing it can be to find the same offerings each day, particularly during a longer stay. Your suggestion to introduce greater variety and rotate menu items daily is valuable feedback and has been noted. I am also concerned to learn that one of the four rooms in your booking was not serviced for two consecutive days. Please accept my sincere apologies for this oversight. Housekeeping services should be delivered consistently, and I appreciate how frustrating this would have been. Your comments have been shared with our Housekeeping leadership team for review and follow-up. As an external hospitality partner manages our breakfast operation, I have also shared your feedback with their management team regarding the limited selection and the need for greater variety for guests staying multiple nights. Thank you again for your honest feedback. While I am pleased that many aspects of your stay were enjoyable, I regret that the breakfast offering and housekeeping inconsistency detracted from your overall experience. We appreciate your support and hope to welcome you back to The Porter House Hotel Sydney in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney – MGallery Collection

Dear Huasheng, Thank you for taking the time to share your feedback following your recent family stay with us, and for your loyalty as an ALL Classic member. I am pleased to hear that you enjoyed our central location and found it convenient for exploring Sydney's many attractions, including Hyde Park, St Mary's Cathedral, Town Hall, the Opera House, and the Harbour Bridge. I am also delighted that you found the hotel clean and appreciated the convenience of the bar located on the ground floor. I am, however, sorry to learn of your concerns regarding the behaviour of individuals outside the hotel at night. While this activity occurs in public areas outside of the hotel's control, guest safety and comfort remain very important to us. We work closely with local authorities and routinely monitor the surroundings of the hotel to help maintain a safe environment for our guests. I also appreciate your feedback regarding the drinking water provided in the room. We recognise that guest preferences vary across different cultures and regions, and your comments will be taken into consideration as we continue to review our guest amenities. I was disappointed to read your comments regarding your interaction with our Front Office team. Please allow me to clarify that our team members assist guests in a variety of languages where possible; however, we cannot guarantee the availability of a Mandarin-speaking team member at all times. It would never be our intention to make any guest feel unwelcome or uncomfortable, and I apologise if this was your perception during your stay. We also appreciate your suggestion regarding additional Chinese-language signage and information, which we will take into consideration. Thank you once again for your feedback and recommendation. We value your comments and hope to welcome you and your family back to The Porter House Hotel Sydney in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Han, Thank you for your wonderful feedback following your recent family stay with us, and for your loyalty as an ALL Classic member. I am delighted to see your perfect overall score and to know that you had a very good stay experience with us. It is especially pleasing to receive such outstanding ratings across all areas of your stay, including arrival, accommodation, cleanliness, breakfast, our team, WiFi, value for money, and sustainability. I am particularly pleased to hear that you found the hotel very clean. Your kind comments are greatly appreciated and will be shared with our housekeeping team, who take great pride in maintaining the high standards our guests expect. It is also wonderful to know that you enjoyed our breakfast offering and recognised our sustainability initiatives, including our efforts to reduce single-use plastics and support sustainable food practices. Thank you once again for your generous recommendation and kind words. We truly appreciate your support and look forward to welcoming you and your family back to The Porter House Hotel Sydney in the future. Kind regards, Renato Sionillo Rooms Division Manager The Porter House Hotel Sydney - MGallery Collection

Dear Yunee, Thank you for taking the time to share your feedback following your recent stay with us. While I am pleased to hear you enjoyed our convenient location and found your room spacious and comfortable, I am very sorry to learn about your experience surrounding your late check out request. Having paid for a guaranteed 1:00pm late departure, it is entirely understandable that you expected to enjoy your room without interruption until that time. The fact that you were approached regarding check out at approximately 11:15am and then disturbed again shortly before 1:00pm, including a member of the housekeeping team entering the room, is disappointing and not reflective of the experience we strive to provide. What concerns me most is that, after you had already advised our team of your approved late check out, the information was clearly not communicated effectively across the relevant departments. I also apologise that when you raised these concerns at departure, you did not receive the acknowledgement and apology that the situation warranted. I appreciate your comments regarding the WiFi connection difficulties as well. Reliable connectivity is an important part of the guest experience, and I am sorry this was another source of frustration during your stay. Please be assured that your feedback has been shared with our Front Office and Housekeeping teams for review. We will be reinforcing our procedures regarding late check out communication to ensure guests are not inconvenienced in this way in the future. Thank you for bringing this matter to our attention and for helping us to perform at our best. Kind regards, Luke Gibbs General Manager The Porter House Hotel Sydney - MGallery Collection