Dear Mark, Thank you very much for your wonderful feedback and for your continued loyalty as an ALL Gold member. We’re delighted to hear that you enjoyed our location, found the hotel and room very clean, and had a comfortable stay. It is especially pleasing to know that our team provided excellent service throughout your visit. We also greatly appreciate your recognition of our sustainability efforts. Thank you again for choosing The Clarence Hotel Sydney. We look forward to welcoming you back in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Yangfan, Thank you for your feedback and for your continued loyalty as an ALL Platinum member. We’re pleased to hear you found your stay comfortable and efficient, and that you enjoyed the welcome drink, amenity, Wi-Fi and our sustainability initiatives. I am sorry, however, for the housekeeping issues you mentioned. Finding a nail extension near the sink and a stain beneath the bedsheet is not the standard we expect, and I have shared this feedback with our Housekeeping team for follow-up. Thank you again for staying with us and for your candid comments. We hope to welcome you back to The Clarence Hotel Sydney in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Monique, Thank you so much for your wonderful feedback. We’re delighted to hear that our reception team was able to assist you when you lost your phone and that their support made such a positive difference to your stay. I’ll be very pleased to share your kind comments with the team. We also appreciate your feedback regarding the rooms and are glad you found them clean and comfortable. Thank you again for staying with us, and we hope to welcome you back to The Clarence Hotel Sydney in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Hendrik, Thank you for your feedback and for your continued loyalty as an ALL Gold member. We’re pleased to hear you enjoyed the hotel’s location, modern room design and overall cleanliness, and that you found the ALL App easy to use for your booking. We also appreciate your comments regarding ease of access and the welcome drinks. We’re sorry this was not clearly explained during your stay and will remind the team to communicate the available options more clearly at check-in. Thank you again for staying with us, and we hope to welcome you back to The Clarence Hotel Sydney in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Karlee, Thank you for sharing your feedback. We’re pleased to hear you enjoyed our convenient location, comfortable stay and the assistance provided by our 24-hour reception team. We appreciate your comments regarding the bathroom odour and Wi-Fi speed. These points have been noted and shared with the relevant teams for follow-up. Thank you again for staying with us, and we hope to welcome you back to The Clarence Hotel Sydney in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Cristine, Thank you for taking the time to share your feedback. We’re pleased to hear you found the room clean, modern and comfortable, and that our location, arrival experience and team were all positive aspects of your stay. We are sorry that external street noise affected your comfort. As a centrally located CBD hotel, some city noise can unfortunately be experienced, particularly from traffic and service vehicles. We appreciate your suggestion regarding improved soundproofing and have noted this as part of our ongoing review of guest comfort. Thank you again for staying with us and for your candid feedback. Warm regards, The Clarence Hotel Sydney Team

Dear Shu, Thank you for taking the time to share your feedback and for staying with us as an ALL Gold member. We’re very pleased to hear that you enjoyed the service provided by our team, along with your welcome gift and late check-out. Your kind comments regarding the customer service are greatly appreciated. I’m sorry, however, about the noisy air-conditioning vent and the loose bathroom handle. Thank you for bringing these maintenance issues to our attention, and we will have them followed up with our maintenance team. We appreciate your feedback and loyalty, and hope to welcome you back for a more comfortable stay in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Sharon, Thank you for taking the time to share your feedback and for staying with us as an ALL Gold member. I’m pleased you enjoyed our location and found the room comfortable overall. I’m sorry, however, that the firmness of the pillows affected your sleep and that outside noise disturbed you during the night. We do have alternative pillow options available, and I’m sorry this was not better communicated during your stay. I have also noted your comment regarding the noise from the street below. Thank you again for your feedback. We appreciate your loyalty and hope to have the opportunity to welcome you back for a more comfortable stay. Warm regards, The Clarence Hotel Sydney Team

Dear Jeanette, Thank you for your wonderful feedback and for awarding us a perfect score. We’re delighted to hear that you enjoyed our central location, comfortable room, shower and the warm welcome from our team. We also appreciate your understanding regarding some road noise during your stay. It is especially pleasing to hear that you would choose to stay with us again. We look forward to welcoming you back to The Clarence Hotel Sydney in the future. Warm regards, The Clarence Hotel Sydney Team

Dear A., Thank you for taking the time to share your feedback and for returning to stay with us. I am sorry that the room allocated on this occasion did not meet your expectations, particularly given your more comfortable experience on a previous stay. Our records indicate that this reservation was made in our Single Room category, which is our most compact room type. We do also offer several larger room categories which may be better suited to your preferences for future visits. The Clarence is a contemporary boutique hotel designed within the existing heritage footprint of the building, and our range of room types has been created to cater for different travellers and stay requirements. That said, I appreciate that the Single Room was not suitable for you and understand your disappointment. I am pleased that you found the room clean and that your arrival and interactions with the team were positive. Should you choose to stay with us again, please feel free to contact us directly and we would be happy to assist with selecting a larger room category. Warm regards, The Clarence Hotel Sydney

Dear Jessica, Thank you for sharing your feedback. We’re pleased that you found our location convenient and that you were particularly satisfied with the cleanliness of your room and your check-out experience. I am sorry, however, that noise from the neighbouring construction site affected your ability to relax in the evening. We understand that works at the site are not scheduled to continue beyond 4:00pm, so we are concerned to hear that you experienced significant noise after 6:00pm and will raise this with the relevant parties. Thank you again for bringing this to our attention. We hope to have the opportunity to welcome you back for a more comfortable stay in the future. Warm regards, The Clarence Hotel Sydney

Dear Melissa, Thank you for your wonderful feedback. We’re delighted to hear that you found your stay convenient and comfortable, and that you appreciated the welcome and upgrade. It is especially pleasing to know that our Front Office team made such a positive impression and that your arrival, accommodation, cleanliness and overall service experience all met expectations. Thank you also for your continued loyalty as an ALL Silver member. We truly value your support and look forward to welcoming you back to The Clarence again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Jared, Thank you for taking the time to share your feedback. I am sorry that your stay did not meet expectations, particularly in relation to the room size, available amenities and breakfast experience. The Clarence is a boutique hotel within an existing heritage footprint, and as a result our rooms are compact in size. We understand, however, that this can be challenging for business travellers who require more working and luggage space, and your comments are appreciated. I am also sorry that our current breakfast arrangement did not meet expectations. Your feedback has been noted as we continue to review the overall guest offering. Regarding Reception, our Front Office team may occasionally step away from the desk briefly to assist another guest or attend to an operational matter elsewhere in the hotel. That said, we understand how an unattended desk may be perceived and will continue to ensure this is managed as effectively as possible. Thank you again for your comments. While we recognize that our room product may not suit every traveler, we appreciate the opportunity to better understand where the experience fell short. Warm regards, The Clarence Hotel Sydney

Dear Rachel, Thank you for taking the time to share your feedback and for continuing to choose The Clarence. We are very pleased to hear that you remain a regular guest and that the preferences noted on your profile continue to be recognised during your stays. I am sorry, however, that the cleanliness of Room 203 did not meet expectations on this occasion. Your observations regarding dust on the tiles and lighting, behind the basin, and the condition of the entrance floor are noted and will be addressed directly with our Housekeeping Manager. We appreciate you bringing this to our attention and value your continued support. We look forward to welcoming you back and providing the standard you have come to expect from us. Warm regards, The Clarence Hotel Sydney

Dear Nigel, Thank you for taking the time to share your feedback. While we are pleased to hear that you found our location convenient and received good service from the team, we are sorry that the room size and overall value did not meet your expectations. The Clarence is a boutique hotel in the heart of Sydney’s CBD, designed around the existing heritage footprint of the building. As a result, all of our rooms are compact in size, however they have been thoughtfully finished with quality furnishings and contemporary amenities to provide comfortable accommodation in a highly convenient city location. I would also like to clarify that the television in the room is mounted on an adjustable bracket and can be pulled out and angled so that it can be viewed comfortably from the bed. We also acknowledge your disappointment regarding the lack of an onsite restaurant and breakfast offering. At present, the hotel does not operate its own food and beverage outlet, and we understand this may not suit every guest’s expectations. Thank you again for your candid feedback. We appreciate the opportunity to better understand your expectations and hope we can provide you with a more positive experience in the near future. Warm regards, The Clarence Hotel Sydney

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