Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely,

Dear Guest, 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,

Dear Gurpreet, Thank you for your feedback. We’re sorry to hear that your experience did not meet your expectations. We take cleanliness seriously and always aim to provide a comfortable and welcoming stay for our guests. We appreciate your comments and will keep them in mind as we continue to improve our service. Sincerely, Maddy Assistant Manager

Good Morning Gabriel, Thank you for taking the time to set out your experience so clearly, and as a valued Accor Gold member, please accept my sincere apologies. You’ve made a very fair point - if we invite guests to share their preferences, we owe them the courtesy of a reply, whether the answer is yes, no or “we’ll do our best.” Your email requesting a room away from the lifts and a 1pm late checkout should have been acknowledged and actioned. I have followed this up with Maree and our reservations team, and we are tightening our process so that every pre-arrival reply receives a response and any confirmed requests are noted on the booking for the front office team. Had that happened, you would have known where you stood before arrival, and your room allocation would have reflected your request where availability allowed. I’m equally disappointed by the morning of your departure. Once a midday checkout was agreed, that should have been the end of it. The 10:45am call and a room attendant waiting outside your door point to a clear breakdown in communication between our front office and housekeeping teams, and I fully understand why it left you feeling rushed and unwelcome. That is not the experience we want for any guest, least of all one who has extended loyalty to the Accor family. I have addressed this directly with both department heads so that agreed late checkouts are updated in real time and shared with housekeeping before rooms are scheduled for servicing. I’m pleased the room itself was comfortable and check-in went smoothly, but I recognise that’s of little comfort when the rest of the stay fell short of your expectations. I would genuinely welcome the opportunity to earn back your confidence - please reach out to the hotel directly and ask for me, and I’ll personally look after your next visit. Kind Regards, Adrian Lampe General Manager

Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely,

Good Morning Gabrielle, Thank you for your feedback following your recent business stay with us, and please accept my sincere apologies that the room did not meet the standard you were entitled to expect on arrival. Finding hair in the bathtub is simply not acceptable, and I won’t make excuses for it. I have shared your feedback with our Housekeeping Manager, and the room will be reviewed against our cleaning and inspection checklist with the team responsible. We are also reinforcing our final-check process for bathrooms so that a lapse like this is caught before a guest ever opens the door. On the water jug, our in-room bottles are intentionally presented empty as part of our sustainability commitment to remove single-use plastics, and guests are welcome to visit the bar at any time, 24/7, to fill them with chilled still or sparkling filtered water. That said, if this wasn’t made clear to you at check-in, that is on us, and I’ve asked our front office team to make sure every guest is told about it on arrival. I also note your lower ratings for check-in, breakfast and our team. These are areas we take great pride in, and I’d genuinely value the chance to understand what fell short. I’d welcome the conversation and the opportunity to put things right on a future visit. Kind Regards, Adrian Lampe General Manager

Dear Guest, 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,

Dear Guest, 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,

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Guest, Thank you for your review of our hotel! Your eco-friendly rate excluded daily housekeeping and we apologise that this was not clearly communicated to you at check-in. We are glad that you otherwise enjoyed your stay and hope to see you again very soon. Sincerely,

Good Morning Gary, Thank you for taking the time to share your feedback. After a four-hour drive, the last thing you should be met with is an apartment that isn’t ready for you, and I’m sorry that was your welcome to South Bank. Milk is a standard inclusion in every one of our rooms, so its absence was a genuine miss on our part. The same goes for the ice left in the freezer from the previous stay - that should have been picked up during the room turnover, and I have raised both points with our Housekeeping team so our departure-clean checks cover the kitchen and fridge as thoroughly as the rest of the room. On the water, the refillable bottles in our rooms are presented empty as part of our commitment to eliminating single-use plastics, and non-reusable glass. The still or sparkling filtered water is available from the bar 24/7 and is outlined on the signage. That said, if this wasn’t explained to you at check-in, it’s easy to see how it read as one more thing missing, and we can do better at communicating it on arrival. What concerns me most is your comment that your feedback felt dismissed when you raised it with the team. When a guest tells us something hasn’t met expectations, our job is to listen and fix it, and I’m disappointed that wasn’t your experience. I will be addressing this directly with our Front Office team. I understand that at the rate you paid, you expected these basics to be right, and they should have been. As a valued ALL member, I would genuinely welcome the chance to add value to a future stay. Please reach out directly prior to booking and I will relay the value I am able to impart. Kind Regards, Adrian Lampe General Manager

Good Morning Anne, Thank you for your feedback, and I’m glad the location and a comfortable bed were highlights of your stay. The hallway carpets and musty smell near room 532 have been passed to our Housekeeping and Maintenance teams to investigate. Our corridors are part of the ongoing refresh program, but that doesn’t change the standard you should expect in the meantime. I’m sorry the shower over the bath wasn’t suited to you. This room configuration is listed across all our booking channels, but your comfort and safety matter to us, so if you return, please let us know your needs in advance and we will do our best to allocate a better-suited room. Each apartment has its own air conditioning unit, and I understand the lack of a temperature display makes it a bit hard to judge, however there is just a plus and minus. Our onsite restaurant offers a full à la carte Italian menu, and I’ve shared your comments on variety with the kitchen team. For later evenings, we also offer after-hours dining through Uber Eats, charged back to your room - simply call reception and the team will arrange it. I hope we have the chance to welcome you back. Kind Regards, Adrian Lampe General Manager

Good Morning Chaojiao, Thank you for your feedback, and I’m sorry a broken bedroom curtain affected your rest across all three nights of your stay. A curtain that doesn’t close properly is more than a small inconvenience when it lets light into the room, and three days is far too long for a repair like this to remain outstanding. I have followed this up with our Maintenance team to have the curtain fixed and to understand why it wasn’t resolved sooner. If a repair can’t be completed promptly in future, we should be offering an alternative such as a room move, and I’ve reinforced this with our Front Office team. I appreciate you bringing this to our attention, and I hope we have the opportunity to welcome you back for a much more restful stay. Kind Regards, Adrian Lampe General Manager

Good Evening Robert, Thank you for taking the time to share your feedback, and I’m sorry your stay with us fell so far short of what you should expect. A clean room and working lighting are the most basic parts of a comfortable stay, and particularly on a business trip, when you need your room to work for you. I have raised the cleanliness of your room with our Housekeeping Manager so we can review how this was missed during the room’s preparation, and our Maintenance team are inspecting the lighting to ensure all fittings are repaired and fully operational. I’d also like to understand more about your experience, including whether these issues were raised during your stay and how they were handled. As a valued ALL Silver member, I would welcome the opportunity to speak with you directly - please reach out to the hotel at your convenience. I hope you will give us the chance to provide the stay you should have received. Kind Regards, Adrian Lampe General Manager

Good Morning Dale, Thank you so much for the lovely review - we're thrilled to hear your stay ticked all the boxes! Location really is our secret weapon, and it's great to know we made the perfect base for your event. We're also very pleased the room was clean, tidy and gave you the chance to properly unwind - exactly how a stay should feel. A big thank you for the kind words about our team, too. Sorting out a bit of extra parking time after checkout is just the kind of thing they love to help with, and I'll make sure your feedback is passed on to them. Next time an event brings you to South Bank, we'd love to roll out the welcome mat for you again. Kind Regards, Adrian Lampe General Manage

Good Evening Paul, Thank you for staying with us and for sharing your feedback. We’re glad the location suited you both, though I’m sorry other parts of your stay fell short. Not receiving your receipt after asking for it at checkout is a simple request that should have been taken care of straight away. I have asked our front office team to locate your booking and send your receipt to the email address on your reservation. If it hasn’t arrived, please contact the hotel directly and we’ll make sure it reaches you promptly. I’m also disappointed to hear our restaurant team came across as unhelpful. We expect every interaction in the restaurant to be warm and attentive, and I’ve shared your comments with our restaurant management. If you’re able to share a little more about what happened, I’d welcome the detail so we can address it properly with the team. Thank you again for letting us know, and I hope we can offer you a much better experience next time. Kind Regards, Adrian Lampe General Manager

Dear Malcolm D., We very much appreciate your comments regarding your stay at the Mantra South Bank Brisbane. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Alessandra

Dear Guest, 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, Alessandra

Good Afternoon Helen, What a pleasure to see you back for a third stay - you're well on your way to honorary local status! We couldn't agree more about the location. Having South Bank, the parklands and the cultural precinct right on the doorstep is hard to beat, and we're so glad you enjoyed another comfortable stay with us. Thank you for your continued loyalty. We'll keep a spot warm for visit number four. Kind Regards, Adrian Lampe General Manager