Dear Beverley, Thank you for your wonderful feedback. We are delighted to hear that you enjoyed the individuality and character of the hotel, from the colour-changing carpet to the retro lighting, as well as our convenient location. It is especially pleasing to know that our team made such a positive impression and that you found everyone helpful throughout your stay. Thank you also for your loyalty as an ALL Gold member. We truly appreciate your kind comments and are very pleased to hear that you plan to return. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Donna, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed a comfortable and clean stay and found our location convenient for your visit. It is also pleasing to see such positive scores across your arrival, accommodation, cleanliness, team interactions and departure experience. Thank you again for choosing The Clarence Hotel Sydney. We appreciate your support and hope to welcome you back again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Kimberly, Thank you for taking the time to share your feedback. I am very sorry that a number of issues during your stay resulted in such a disappointing experience. Firstly, I apologise for the team member entering your room. While the leak had not been reported by you, it had been reported from the room below and, given the urgency, our team needed to check whether the issue was affecting your room. However, the team member should have clearly announced themselves and ensured appropriate communication before entering, and I am sorry this did not occur. I would also like to clarify that the water interruption was not planned maintenance by the hotel. The shutdown was undertaken by Sydney Water, and unfortunately this impacted the property for several hours. With regard to the fire alarm the following morning, management was present on the ground floor as guests were required to evacuate. Once the situation was assessed and confirmed as a false alarm, this was communicated to guests. That said, I appreciate that from your perspective the communication was not clear enough, and we need to ensure future incidents are managed with more direct and consistent updates. I also note your comments regarding reception being unattended on arrival. As a small boutique property with a lean team, there are occasions when a team member may need to briefly leave the desk to assist another guest or attend to an operational matter elsewhere in the hotel. This may have contributed to the delay you experienced. However, we fully understand the frustration of waiting for assistance and ultimately having to call the hotel, and we will continue to reinforce the importance of prompt response and clear communication when the desk is temporarily unattended. Thank you again for your candid feedback. While some of the circumstances during your stay were outside the hotel’s direct control, the communication surrounding them should have been much better, and for this we sincerely apologies. Warm regards, The Clarence Hotel Sydney

Dear Jennifer, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed your spacious, modern room and our convenient location, and that your arrival, departure and interactions with the team were all so positive. We also appreciate you highlighting the small amount of mould and limescale around the base of the shower. This has been shared with our Housekeeping team for attention, as we want the presentation of every room to match the overall standard of your stay. Thank you also for your loyalty as an ALL Gold member and for your strong recommendation of the programme. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Cheryl, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed a comfortable stay and appreciated the room upgrade, modern fit-out and convenient location. It is especially pleasing to see such positive feedback across your arrival, accommodation, cleanliness and interactions with our team. We also appreciate your loyalty as an ALL Gold member and your strong recommendation of the programme. Thank you again for choosing The Clarence Hotel Sydney. We look forward to welcoming you back again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Katherine, Thank you for taking the time to share your feedback. We are pleased to hear that you had a pleasant stay and particularly enjoyed the easy check-in and check-out experience, as well as the service provided by our team. We appreciate your comments regarding the room size and also your feedback concerning the presentation of the bathroom amenity bottles. This has been shared with our Housekeeping team for attention. Thank you again for choosing The Clarence Hotel Sydney. We truly appreciate your kind recognition of our team and hope to welcome you back again in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Allison, Thank you for taking the time to share your feedback. We are delighted to hear that you found your room comfortable and well appointed, and that you had such positive experiences with our team, cleanliness, arrival and departure. We are sorry, however, that the breakfast offering did not meet expectations. We appreciate your comments regarding the limited selection and value, and will share this feedback with our external breakfast provider for review. Thank you again for staying with us and for your loyalty as an ALL member. We hope to welcome you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Jeremy, Thank you for taking the time to provide such detailed feedback and, more importantly, for continuing to choose The Clarence over so many stays. We genuinely appreciate your loyalty and are very sorry that on this occasion we let you down. We completely understand your frustration. While unfortunately we were unable to relocate you due to the hotel being fully occupied, the fact that you raised the air conditioning issue several times and were ultimately left with an uncomfortably hot room is not the experience we should have provided. More importantly, we should have handled the situation with greater care and offered an appropriate service recovery. We are also disappointed to hear that there was no follow-up at departure or opportunity for you to discuss what had happened. Given your previous stays with us, we should know and recognize you better than this. Thank you for being candid with your feedback and for still indicating that you would consider returning. We sincerely value that confidence and hope your next stay reflects the experience you have come to expect from us. Warm regards, The Clarence Hotel Sydney Team

Dear Luke D. P., Thank you for taking the time to share your detailed feedback following your recent stay at The Clarence Hotel Sydney. We are pleased to hear that you found the room nice and that your check-in, check-out and WiFi experience were positive. However, we are sorry to hear that the room temperature and coffee pod replenishment affected your stay. Regarding the coffee pods, we sincerely apologise for the frustration caused by receiving decaffeinated pods when you had been using the regular coffee. This was certainly not intended to inconvenience you or make you feel that your preferences were being overlooked. We will follow this up with our Housekeeping team to ensure greater attention is given to the correct replenishment of coffee pods. We also understand your concerns regarding the room temperature. Our air conditioning system has a minimum cooling setting of 22°C as part of the hotel's energy management and sustainability measures. We appreciate that this setting may not be comfortable for every guest, particularly during warmer weather, and we are sorry that it affected your sleep. Thank you again for your feedback. We value you as an Accor member and appreciate you bringing these matters to our attention, as it gives us an opportunity to review our procedures and improve the guest experience. We hope to have the opportunity to welcome you back and provide a more comfortable stay. Kind regards, The Clarence Hotel Sydney Team

Dear Paul, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our convenient location, found your room clean and comfortable, and had an easy check-in experience. We truly appreciate your support and loyalty as an ALL member and look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Kirsten, Thank you for your wonderful feedback. We are delighted to hear that you had such an enjoyable stay and that you appreciated the room upgrade, cleanliness, spacious accommodation and our convenient location. It is especially pleasing to know that our team made such a positive impression, and we will be sure to share your kind comments with Ken and the team. Thank you also for your loyalty as an ALL Gold member. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Jeremy, Thank you for taking the time to share your feedback. While we are pleased that you found our location convenient and had a positive arrival experience, we are sorry that the cleanliness of your room did not meet expectations. The concerns you raised regarding the carpet, bathroom cleanliness and shower drainage are disappointing to hear and have been shared with our Housekeeping and Maintenance teams for review and follow-up. These are areas where we should have delivered a better standard. We also appreciate your feedback regarding late checkout. As an ALL Gold member, late checkout is a valued benefit and is offered subject to availability. We are sorry that we were unable to accommodate this on the day and understand the inconvenience this caused. Thank you again for your loyalty and constructive feedback. We hope to have the opportunity to welcome you back and provide a much-improved experience. Warm regards, The Clarence Hotel Sydney Team

Dear Desmond, Thank you for your wonderful feedback. We are delighted to hear that you enjoyed a warm welcome and found your room clean, quiet and comfortable, with our central location suiting your stay perfectly. Thank you also for your kind recognition of our team. It was a pleasure having you stay with us, and we truly appreciate your loyalty as an ALL Gold member. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Gayle, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not fully meet expectations, particularly in relation to the size of your room and your breakfast experience. As a boutique hotel, some of our room categories are compact in design. We are also very disappointed to hear about the service and atmosphere you experienced at our external breakfast venue. This is certainly not the standard of hospitality we would want associated with your stay, and your comments will be shared with the provider for review. Thank you again for your constructive feedback. We hope we may have the opportunity to welcome you back and provide a more enjoyable experience in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Merin, Thank you for taking the time to share your feedback. We are very sorry to hear that the air conditioning in your room was not functioning as expected and that this resulted in an uncomfortable stay. We appreciate you highlighting this issue and have shared your comments with our team so that the matter can be reviewed and addressed. We are pleased that your booking, arrival and interactions with our team were otherwise positive, but regret that the room comfort did not meet expectations. We hope to have the opportunity to welcome you back and provide you with a much more comfortable experience. Warm regards, The Clarence Hotel Sydney Team

Dear Katia, Thank you for taking the time to share your feedback. I am very sorry that your stay did not meet expectations. I apologize that your request for a quieter room was not interpreted correctly. As we are located in the heart of the city, there can unfortunately be some external noise at times from surrounding traffic, deliveries and activity in the area. That said, we should have done a better job of understanding and actioning your specific request for a room away from street noise. I am also very concerned to hear that there were no towels in your bathroom on arrival. This is certainly not our standard and should not have occurred. I can assure you that we will investigate this thoroughly and address it very seriously with our Housekeeping team, as the room should have been fully checked and prepared before being released for your arrival. I am sorry that these issues had such a negative impact on your stay and left you feeling disappointed with both the room and the service provided. Your comments are important to us, and we will use them to reinforce our room inspection procedures and the way guest preferences are communicated and actioned. Thank you again for bringing this to our attention. Kind regards, The Clarence Hotel Sydney Team

Dear Ben, Thank you for taking the time to provide such detailed feedback. We are pleased that you found the hotel well located and clean, and particularly appreciate your kind comments regarding the friendliness and availability of our team. We are, however, sorry that your recognition as an ALL Platinum member was not clearly communicated during your arrival. As a Platinum member, you are eligible for complimentary breakfast at participating hotels; however, as outlined within the ALL programme terms and conditions, this benefit does not apply at hotels that do not currently operate a food and beverage outlet. As The Clarence does not yet have an onsite F&B offering, the complimentary breakfast benefit is unfortunately not available at this time. We do sincerely apologise that this was not clearly explained to you. We also appreciate your comments regarding the welcome drink and welcome amenity, and agree that the benefits available at our hotel should have been better communicated at check-in. Your feedback is valuable and will be reviewed with our team to ensure we provide clearer communication and stronger recognition of our valued ALL members. Thank you again for your loyalty to Accor, Ben. We hope to welcome you back to The Clarence and provide a more complete experience on your next stay. Warm regards, The Clarence Hotel Sydney Team

Dear Shane, Thank you for taking the time to share your feedback. While we are pleased to hear that you found your room comfortable and clean and that our team provided good service, we are sorry that noise from the street impacted your stay. We are also disappointed to hear that the breakfast experience at our nearby café did not meet expectations, and we will take this feedback into consideration as we continue to review our guest offerings. Thank you again for your constructive feedback. We hope to have the opportunity to provide you with a more comfortable experience in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Bruce, Thank you for taking the time to share your feedback. We’re pleased to hear that you found our location convenient and your room clean and comfortable. It’s also wonderful to know that our team made a positive impression with their courteous and considerate service. We appreciate your comments and hope to have the pleasure of welcoming you back to The Clarence Hotel Sydney on a future visit. Warm regards, The Clarence Hotel Sydney Team