Good Afternoon Clare, Thank you for the wonderful review! We’re delighted the spacious room and our location between the convention centre and South Bank’s dining scene suited you so well, and I’m glad the welcome amenity was still a nice surprise, even if it wasn’t quite the selection you had chosen. My apologies for the mix up, which I have passed on to the team. I appreciate your feedback on the housekeeping rate. Our Stay and Save rate offers a lower price in exchange for no daily servicing, but fresh towels and essentials are always available on request, and I’m sorry this wasn’t made clearer for you. The same goes for coffee pods, as additional pods are available through reception for those of us who need more than one cup a day to get going! We look forward to welcoming you back for your next South Bank visit. Kind Regards, Adrian Lampe General Manager

Dear Peter, Thank you for your wonderful feedback and perfect 100/100 rating! We’re delighted to hear that you enjoyed your stay and appreciated the professionalism of our front desk team. It’s especially lovely to know that our Sunday housekeeping service made a positive impression. We’re also glad you enjoyed our convenient location, with food and services close by. Your kind words are greatly appreciated, and we look forward to welcoming you back again soon! Sincerely, Maddy

Good Afternoon Melanie, Thank you for your feedback, and for choosing to stay with us as a new Explorer member. I’m sorry the room did not feel properly finished on arrival. A stained cushion should never make it onto a bed, and I have raised this directly with our Housekeeping team so that soft furnishings are checked more carefully during room preparation. On the water bottle, our refillable bottles are intentionally presented empty as part of our commitment to removing single use plastics, with still or sparkling filtered water available at the bar around the clock. That said, it should always look clean and fresh, and I can understand how one that appeared used added to the impression the room was incomplete. I also appreciate your comments on your Explorer membership. Recognising our members is important to us, and your feedback has been shared with our front office team so that members feel valued from the moment they arrive. Thank you again for staying with us, and I hope a future visit will give you a much better sense of the experience we aim to deliver. Kind Regards, Adrian Lampe General Manager

Dear Debbie, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and the service of our hotel was at high standard. We hope to welcome you back again soon! Sincerely, Maree

Good Morning Dr A., Thank you for your review, and I’m so glad the spacious room, our pleasant team and the easy stroll to the convention centre all worked in your favour! I appreciate your feedback on laundry. Many of our apartments include their own washing machine and dryer, but I understand this isn’t the case for every room type, and our team should have been able to point you towards a convenient local option without hesitation. I have asked our front office team to keep details of nearby laundry and dry cleaning services on hand so this information is readily available for future guests. Thank you again for staying with us, and we look forward to welcoming you back on your next visit to the BCEC. Kind Regards, Adrian Lampe General Manager

Dear Amanda, Thank you for your feedback. We're glad you found the room clean and tidy and appreciated the valet parking. We're really sorry to hear that your welcome at reception wasn't a positive one. This is certainly not the impression we want to leave on our guests, and we apologise that your experience got off to such a disappointing start. We appreciate you bringing this to our attention and will share your comments with our team. We hope you'll consider giving us another opportunity to provide you with the experience you deserve. Sincerely, Maddy, Assitant Manager

Hi Ian, Thank you for choosing the Southbank precinct for your business trip! We’re delighted to hear that this is your first visit and hope you have a wonderful experience exploring everything Southbank has to offer. We look forward to welcoming you and hope your stay is both enjoyable and memorable. Kind regards, Noah Rolex

Dear Chin, Thank you for the great review of our hotel! We are glad that you enjoyed your room and Breakfast hit the spot, just right! we hope to have you come back and stay with us again soon. Sincerely, Maree

Dear Deborah, Thank you for the great review of our hotel! We are glad to hear that your stay was suitable for your visit and everything offered was just what you needed. We hope to see you again very soon. Sincerely, Maree

Hi Darren, Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed our convenient location and found the check-in process easy and hassle-free. We appreciate your comments regarding the condition of the room and apologise that it did not fully meet your expectations. Your feedback is valuable and will be shared with our team as we continue to look for ways to improve our guest experience. We hope to have the opportunity to welcome you back again. Kind regards, Noah Rolex

Dear Trent, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and our staff we able to accommodate you with your questions and the accessible room. It's always nice to have a stress-free stay. We hope to welcome you back again very soon. Sincerely, Maree

Dear Steven, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Bonnie

Hi Nicky, Thank you for sharing your feedback with us. We’re very sorry to hear that noise from the trains disrupted your sleep and that you experienced difficulties adjusting the air conditioning to a comfortable temperature. We understand how important a good night's rest is and sincerely apologise for the discomfort this caused during your stay. Your comments have been passed on to our team for review so we can look into these concerns. We appreciate your feedback and hope to have the opportunity to provide you with a more comfortable experience on your next visit. Kind regards, Noah Rolex

Good Morning Anna, Thank you for your review and for choosing to stay with us, and a special thank you for your loyalty as a Diamond member. We love having you with us, although I must admit the school camp comparison made me smile and wince in equal measure! I’m sorry the air conditioning was so noisy that neither of you slept well. That is the opposite of what a hotel stay should deliver, and I have asked our maintenance team to inspect the unit in your room. Thank you too for the feedback on the twin beds. Our twin configuration is designed to give two guests their own separate beds, but I appreciate they can feel snug, especially at the rate you paid. Your suggestion has been passed on as part of our ongoing room refurbishment planning. We thought you would enjoy the high floor and better view for your upgrade, but we do have a Studio Twin room type that has (King + Queen) beds, so please let us know in the future if you prefer. Apologies we made the wrong choice. For your next visit, please let us know your preferences when booking and we will do everything we can to place you in the most comfortable room available for the two of you. We would love to welcome you back for a much more restful stay. Kind Regards, Adrian Lampe General Manager

Morning Daniel, Thank you for staying with us during your conference at the BCEC, and for such a thoughtful set of notes. A comfortable bed, a well appointed apartment with your own laundry, and generous breakfast plates all sound like a solid conference week to me! I’m also pleased the double glazing kept the trains at bay, as that side of the building is often one of our quietest. I’m sorry the busy check in meant our team skipped the usual run through. For future reference, all hotel information including wifi, gym and breakfast details sits in our digital compendium, accessed via the QR code on the kitchen splashback, but a proper welcome should still be part of every arrival. Thank you also for supporting our refillable bottle initiative. I appreciate the trips downstairs add up, and your feedback is helpful as we look at making it more convenient, while still offering still or sparkling filtered water at the bar around the clock. Your comments on breakfast service speed have been shared with our restaurant team. The stairwell is a fire egress path and is lit when the fir system is in action. This is not a general use area, sorry for that. We look forward to welcoming you back for your next event at the BCEC. Kind Regards, Adrian Lampe General Manager

Good Morning Ilham, Thank you for taking the time to provide such detailed feedback. While I’m glad you found the bed comfortable and appreciated the space and the study desk, I’m sorry that a number of issues took away from your stay, and I understand why it left you disappointed. The stained mattress cover and towel are simply not acceptable, and neither is an amenity bottle left empty. These have been raised directly with our Housekeeping team so that linen checks and amenity replenishment are tightened during room preparation. The ants in the kitchen have been referred for pest treatment, and our maintenance team will inspect the lighting, as fittings that struggle to switch on should be repaired rather than tolerated. I also take your point on the air conditioning controller. Each apartment has its own individual system, and while the older controllers do their job, I accept they are not as intuitive as they should be. We will review the in-room guidance so it is clearer for guests. The television brightness is being checked across our rooms, as it should be adjustable to suit your comfort at night. The damp smell during rain has been noted for investigation, and this, along with ageing room fittings, forms part of our ongoing refurbishment work. I appreciate your patience and honesty, and I would welcome the opportunity to show you a much better experience on a future stay. If you would like to discuss your visit further, please contact the hotel directly. Kind Regards, Adrian Lampe General Manager

Dear X., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Maree

Good Morning Ray, Thank you for taking the time to share your feedback following your conference stay. I’m sorry that your experience fell so far short of what you should expect, particularly given the rate you paid, and I want to respond to each of your concerns directly. Mould on the bathroom ceiling is not acceptable under any circumstances. I have asked our maintenance team to treat the affected area and to inspect neighbouring rooms for the same issue. The scratches and marks on the walls have also been logged for repair. While these sit within our ongoing refurbishment program, I accept that touch ups should not have to wait for a full refresh. Your comments about the bedding are equally valid. A duvet should always be presented in a fresh cover, and I have raised this with our Housekeeping team so that bed presentation in our split king configurations is checked consistently before every arrival. I am especially sorry to hear that our sustainability initiatives created barriers for you as a disabled traveller. That is never the intention, and accessibility must come first. I have asked our team to review how these initiatives affect guests with accessibility needs. On any future stay, please let us know what would make things easier for you and we will arrange it in advance, including having water and essentials delivered to your room. I appreciate your honesty, and I hope you will allow us the opportunity to provide a far better experience. If you would like to discuss your stay further, please contact the hotel directly. Kind Regards, Adrian Lampe General Manager

Good Morning Lisa, Thank you for the perfect score! A big, spotless room is exactly what we love to deliver, and it’s great to know it hit the mark on your business trip. I’ll be sure to pass your kind words on to our housekeeping team, who take real pride in the work they do. It’s also lovely to hear the booking process through the Accor reservation centre was so easy. As an ALL Classic member, we hope this is the first of many stays with us. Next time you’re in town, make sure you find a moment to enjoy South Bank and the arts precinct right on our doorstep, or unwind in our heated pool after a long day of meetings. We look forward to welcoming you back soon. Kind Regards, Adrian Lampe General Manager