Dear Andrew T., Thank you for taking the time to share your feedback and for choosing to stay with us. We are pleased to hear that you enjoyed your stay and found the apartment clean and tidy. However, we are sorry to learn that certain aspects of your experience did not meet your expectations, particularly regarding the beds, bathroom, lifts and parking arrangements. As a 3.5-star property, we continually work to maintain and improve our facilities, and we are excited to offer our guests a brand-new outdoor recreational area. We appreciate your comments regarding the bathrooms, indoor pool and carpeting, and we will take your feedback into consideration as we continue to review opportunities for improvement. We sincerely apologise for the inconvenience caused by the lift outage during your stay. We also understand how frustrating it must have been to experience difficulties finding parking, particularly with the construction activity in the surrounding area. Due to the increased construction in the vicinity, our front visitor car park has been temporarily chained off to ensure that access is restricted to our residents and guests. Had we been aware that you required a parking space, we would have been more than happy to open the area specifically for you or arrange access to our underground car park. Thank you again for your constructive feedback. We value your comments as they help us identify areas where we can improve the experience for our future guests, and we hope to have the opportunity to welcome you back for a more enjoyable stay. Warm Regards Kylie Batt Property Manager

Dear Shelley M., Thank you for sharing your feedback. We’re delighted to hear that you loved our location and enjoyed the amazing views. We appreciate your comments regarding the apartment and understand that some areas may benefit from an update. Our apartments are self-contained and include full laundry facilities for your convenience. Should you require additional towels, these are available for purchase from reception for a small fee. Thank you again for your feedback. We hope to have the pleasure of welcoming you back for another enjoyable stay in the future. Warm Regards Kylie Batt Property Manager

Dear Rosalind, Thank you for your lovely feedback! We’re delighted to hear that you enjoyed your stay and found everything you needed for a comfortable visit. We apologise for the delay you experienced when checking in after reception hours. Our late arrival instructions are displayed on the front doors for guests’ convenience, and we’re sorry that you experienced delays when contacting our after-hours service. We appreciate your patience and understanding. Thank you again for your review. We hope to have the pleasure of welcoming you back to Acapulco in the future! Warm Regards Kylie Batt Property Manager

Dear Jonathan H., Thank you so much for your lovely review! I’m delighted to hear that you and your family enjoyed your stay, especially the apartment, fantastic views, and our convenient location close to the beach and public transport. It’s wonderful to know the kids had a great time enjoying the swimming pools too. Your kind words mean a lot to me and the team. We always strive to make our guests feel welcome and ensure they have a memorable stay. It was a pleasure to have you with us, and I hope to welcome you and your family back again soon! Warm Regards Kylie Batt Property Manager

Dear Mark G., Thank you for your lovely review! We’re delighted to hear that you enjoyed our great location and spacious accommodation. We truly appreciate your feedback and hope to welcome you back again soon! Warm Regards Kylie Batt Property Manager

Dear Mark B., Thank you so much for your wonderful review! We’re delighted to hear that you found the place clean, the facilities well maintained and fully operational, and our reception team helpful throughout your stay. Your kind words mean a lot to our team, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back again soon! Warm Regards Kylie Batt Property Manager

Dear Vikalp S., Thank you for sharing your feedback, and please accept our sincere apologies for the disappointing check-in experience you and your parents encountered. We are particularly sorry that your parents were left waiting and unsure of how to complete the virtual self-check-in process. We completely understand how frustrating and distressing this would have been, especially for senior guests. There should have been clear communication and assistance available to ensure that your arrival was smooth and comfortable. Our reception opening hours on weekends are 9:00 am to 12:00 pm. However, a member of our team should have contacted you by phone to confirm your estimated arrival time and explain the late-arrival and virtual self-check-in procedures. We sincerely apologise that this did not happen. We understand your concern about having someone available at the counter to assist guests. While our property operates with a virtual self-check-in process outside reception hours, we recognise that clear guidance and support are essential, particularly for guests who may not be familiar or comfortable with the process. We will be reviewing our procedures to ensure guests receive the appropriate information and assistance before and upon arrival. Please also note that our apartments are fully self-contained, and room service is not a feature of our property. We regret if this was not sufficiently clear prior to your stay. We are pleased that you found our location convenient, but we recognise that this does not make up for the shortcomings you experienced. Your feedback is valuable and will be shared with our team as we work to improve the arrival experience for all our guests. Once again, please accept our genuine apologies for the inconvenience and frustration caused. We appreciate you bringing this to our attention and hope we have the opportunity to provide you with a much smoother experience in the future. Warm Regards Kylie Batt Property Manager

Dear Wayne D., Thank you so much for your lovely review and for continuing to return and stay with us. It truly means a lot to me personally, and it’s always such a pleasure to welcome you and your family back. I’m so pleased to hear that you continue to enjoy our family-friendly facilities, spas and pools, as well as our wonderful location so close to the surf club and beach. It’s especially rewarding to know that we’re able to accommodate your needs and help make each visit a comfortable and enjoyable one. Thank you also for mentioning the floors. I’m very sorry that the cleanliness wasn’t up to our usual standard, and I really appreciate you bringing this to my attention. I’ll certainly follow this up with our housekeeping team. It’s always wonderful seeing familiar faces return, and I look forward to welcoming you back again for your next stay. Thank you again for your continued support — it’s guests like you who make what we do so special. Warmest regards, Kylie Batt Property Manager

Dear Jingjing W., Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed our convenient location, close to the beach and public transport, and that our staff made a positive impression. We sincerely apologise for the delay you experienced on arrival. We understand how frustrating it must have been for your family to wait outside in the wind for approximately 20 minutes while our after-hours team responded and assisted you with access. This is certainly not the experience we want for our guests. We will follow this up with our after-hours team to understand why the response was delayed and ensure this is addressed. Regarding luggage storage, we are happy to store guests’ luggage during our reception operating hours, which are 9am–12pm on weekends. We’re sorry if this was not clearly communicated to you at the time of check-out. We also apologise that the dishwashing and laundry powder were not provided in your room upon arrival. These items should have been available within our complimentary starter pack, and we regret the inconvenience of having to wait until the second day to request them from our staff. Thank you again for your feedback. We truly appreciate your comments, as they help us identify areas where we can improve. We hope to have the opportunity to welcome you and your family back and provide a smoother experience next time. Warm Regards Kylie Batt Property Manager

Dear Liza L., Thank you so much for your lovely review! We’re delighted to hear that you had such a relaxed and enjoyable stay and that the accommodation had everything you needed. It’s wonderful to know you found everything clean, tidy and immaculate, and that you appreciated the customer service and the little touches throughout your stay. Paul will be especially pleased to hear your kind words — we’ll be sure to pass them on to him! Thank you again for staying with us. It was an absolute pleasure having you, and we look forward to welcoming you back again in the future. Warm Regards Kylie Batt Property Manager

Dear Kylie, Thank you for the lovely review! We are so pleased to hear that you enjoyed another stay and we look forward to welcoming you back soon. Sincerely, Kylie Batt Property Manager

Dear Peta, Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience you experienced during your stay. We understand how frustrating the nearby construction noise must have been, we will look to placing a notification on our website so that all guests are aware upon booking. We also apologise for the long check-in wait and the repeated phone calls you had to make to our reservations team to resolve the booking and payment issues. Having to contact us more than six times is certainly not the level of service we aim to provide & I will pass your feedback onto the appropriate department to prevent future occurrence. We are also sorry that your complimentary beverages were not provided. We understand your disappointment and will be reviewing this with our team to ensure commitments made to guests are properly followed through. Your feedback is valuable, and we are taking these concerns seriously as we work to improve both our communication and guest experience. Thank you again for bringing these issues to our attention. Warm Regards Kylie Batt Property Manager

Dear Leagha T., Thank you for taking the time to share your feedback. We’re pleased to hear you enjoyed our fantastic location and found our reception team lovely and welcoming. We’re very sorry to hear about the issues you experienced during your stay. The mould in the ensuite, cracked tiles, worn carpet and broken door handles are not up to the standard we aim to provide, and we appreciate you bringing these matters to our attention. We’re also particularly concerned to hear about the broken door handles and the safety concern this caused with your 18-month-old. We’ll be raising these issues with our maintenance and housekeeping teams so they can be addressed promptly. We’ll also review the availability of additional blankets to ensure our guests are comfortable throughout their stay. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a much more comfortable experience in the future. Warm Regards Kylie Batt Property Manager

Dear Susan J., Thank you for taking the time to tell us about your experience at the BreakFree Acapulco Surfers Paradise. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At BreakFree, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kylie Batt Property Manager

Dear Vicky D., 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, Kylie Batt Property Manager

Dear Paul, 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, Kylie Batt Property Manager

Dear Allan, Thank you for taking the time to share such wonderful feedback following your third stay with us. We are delighted to hear that you once again enjoyed our convenient location, spacious rooms and beautiful beach views. It is especially pleasing to know that our Front Desk team made you feel welcomed and were helpful and polite throughout your stay. We also appreciate your positive comments regarding our secure and convenient parking facilities. Your feedback regarding the Wi-Fi connection speed has been noted, and we will certainly share this with the relevant team as an area for improvement. It is always a pleasure to welcome you back, and we truly appreciate your continued loyalty and recommendation. We look forward to seeing you again on your next visit! Warm regards, Ritesh Sura

Dear JOANNE C., We very much appreciate your comments regarding your stay at the BreakFree Acapulco Surfers Paradise. 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, Ritesh Sura

Dear Greg, 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, Ritesh Sura