Thank you, David, for your 7/10 rating and for returning to stay with us over the past three winters. We really appreciate your continued support. We’re sorry to hear that the two apartments you stayed in were not up to the standard you expected. We understand your comments regarding the need for upgrades and are continuing to work with our owners on improvements to the apartments across the property. Warm Regards Thomas Luck General Manager

Thank you for your wonderful feedback, Christine! We’re delighted you enjoyed the spacious apartment, comfortable bed and our exceptional location. It’s great to hear you had everything you needed for a relaxing stay. We hope to welcome you back again soon! Warm Regards Thomas Luck General Manager

Hi Frank, Thank you for your wonderful 10/10 review! We’re delighted to hear you enjoyed our great location and found your room lovely and comfortable. We really appreciate your kind feedback and hope to welcome you back to Coolangatta again soon! Kind regards, Thomas Luck General Manager

Hi Michelle, Thank you for such a wonderful 10/10 review! We’re absolutely delighted to hear you had such a fabulous stay with us. It’s fantastic to hear that you enjoyed the surprise upgrade and that we were able to accommodate your request for a high floor. Those Ocean Front views really are something special, particularly during whale migration season! We’re also pleased the well-equipped kitchen suited you and made it easy to enjoy a little home cooking during your stay. With Coolangatta Beach right outside and Snapper Rocks just a beautiful walk along the beach, it sounds like you made the most of everything our location has to offer. Thank you again for your lovely comments about our team. We hope to welcome you back to your own little slice of relaxation heaven again soon! Kind regards, Thomas Luck General Manager

Hi Suzanne, Thank you for your wonderful 9/10 review! We’re delighted to hear you enjoyed your four-night stay with us and were able to make the most of the fantastic beachfront location. It’s great to hear the 12th-floor apartment provided such amazing views throughout your stay. We really appreciate your feedback and hope to welcome you back to Coolangatta again soon! Kind regards, Thomas Luck General Manager

Hi Elizabeth, Thank you for your lovely 9/10 review! We’re delighted to hear you enjoyed the comfortable apartment, easy check-in and convenient car parking. It’s fantastic to hear you made the most of our excellent location, with such a great selection of restaurants and cafés all within easy walking distance. We really appreciate your feedback and hope to welcome you back to Mantra Coolangatta Beach again soon! Kind regards, Thomas Luck General Manager

Hi Leonie, Thank you so much for your wonderful 10/10 review! It means a lot to hear that Mantra Coolangatta Beach is your favourite place to stay and that you look forward to returning each year. We’re delighted you continue to enjoy our fantastic beachfront location, with the beach right across the road and so many great restaurants close by. I’ll be sure to pass your lovely comments on to Lisa and the rest of the team. It’s fantastic to hear that our Front Office, Housekeeping and Maintenance teams all contribute to making your stays so enjoyable. Thank you again for your continued support, and we can’t wait to welcome you back for another fabulous holiday next year! Kind regards, Thomas Luck General Manager

Hi Nicholas, Thank you for your fantastic 10/10 review! We’re thrilled to hear your entire experience was seamless from booking through to check-out. It’s wonderful to know you enjoyed the friendly service, cleanliness, ocean views and our fantastic beachfront location. I’ll be sure to pass on your special thanks to Jessica — she’ll be delighted to know she helped make your booking experience so easy. Thank you again for your kind words, and we’re looking forward to welcoming you back for another perfect stay! Kind regards, Thomas Luck General Manager

Hi Ann, Thank you for your lovely 9/10 review! We’re delighted to hear you found the apartment clean and our team friendly, welcoming and helpful throughout your stay. It’s wonderful to know that we were able to accommodate your questions and make you feel so welcome. We really appreciate your feedback and hope to welcome you back to Mantra Coolangatta Beach again soon! Kind regards, Thomas Luck General Manager

Hi Sean, Thank you for your fantastic 10/10 review! We’re so pleased to hear that you continue to choose Mantra Coolangatta Beach whenever you’re staying in Coolangatta. It’s wonderful to hear you find our team welcoming and accommodating, and that you continue to enjoy our great location and value for money. We truly appreciate your ongoing support and look forward to welcoming you back again soon! Kind regards, Thomas Luck General Manager

Hi Tony, Thank you for taking the time to provide such detailed feedback. I’m genuinely sorry that your stay did not meet your expectations, particularly as an ALL Accor member. I understand your frustration regarding the apartment allocation and, most importantly, the lack of communication about the room and view prior to your arrival. Regardless of how the apartment was described at reception, I appreciate that an additional bedroom does not necessarily represent an upgrade if the apartment does not provide the ocean-facing aspect you were expecting. We should have communicated this more clearly, and I apologise that we didn’t. I’m also sorry to hear about the condition of the apartment and the issues you encountered with the bathroom, shower head and lack of cutlery. These are certainly not the standards we aim to provide, and I’ll ensure your comments are followed up with the relevant teams. I’m pleased to hear you found the bed comfortable and enjoyed our exceptional beachfront location, but I appreciate that these positives did not outweigh the issues you experienced. Your comments regarding transparency and the recognition of ALL Accor members are particularly important, and I will take these on board with our team. We value your membership and certainly want our members to feel that there is a genuine benefit to staying with us. Thank you again for your honest feedback. I’m sorry we fell short on this occasion, and I hope we may have the opportunity to restore your confidence in us in the future. Kind regards, Thomas Luck General Manager

Hi Cherie and Johnny, Thank you so much for your wonderful 10/10 review! We’re absolutely delighted to hear that your four-week stay with us was such a beautiful experience. It’s fantastic to hear your kind words about both our Front Office and Maintenance teams. I’ll be sure to pass your lovely comments on to them — they’ll be thrilled to know their friendly and helpful service made such a positive difference to your stay. We’re so pleased you’re already looking forward to returning next year! It was a pleasure having you stay with us, and we can’t wait to welcome you both back to Mantra Coolangatta Beach. Kind regards, Thomas Luck General Manager

Hi Tony, Thank you for your 6/10 review. We’re pleased to hear you enjoyed the view from the apartment. I’m sorry, however, that you found the apartment a little tired. We appreciate your honest feedback and will take this into consideration as we continue to identify areas where improvements and updates are needed. We hope to have the opportunity to welcome you back and provide an improved experience next time. Kind regards, Thomas Luck General Manager

Hi Brittany, Thank you for taking the time to provide such detailed feedback. I’m very sorry that your stay fell so far below expectations, and I completely understand your disappointment given the condition of the apartment you have described. The issues you’ve raised regarding cleanliness, the condition of the furniture and cabinetry, damaged paintwork, lifting carpet, bathroom cleanliness, mould, rust and the shower temperature are clearly not acceptable. I will ensure these concerns are raised with our Housekeeping and Maintenance teams and, where applicable, with the apartment owner for review and action. I’m particularly concerned by your comments regarding the difference between the apartment you received and the images you viewed when making your booking. While our apartments are individually owned and can vary in presentation, we need to ensure our descriptions and imagery provide guests with a clear and accurate expectation of their accommodation. I’m pleased that you were able to enjoy the ocean view, our beachfront location and the nearby restaurants, but I appreciate that these positives do not make up for the condition of the apartment. I sincerely apologise that we did not provide the clean, comfortable and well-maintained accommodation you expected. Thank you again for bringing these matters to our attention. Kind regards, Thomas Luck General Manager

Hi Roslyn, Thank you for your wonderful 10/10 review! We’re delighted to hear you had such a fantastic stay with us. It’s great to know you enjoyed our perfect location, with the beach, shops, cafés and restaurants all within easy walking distance. We’re especially pleased that you enjoyed the stunning ocean views from your apartment — they really are one of the highlights of staying with us! Thank you again for your lovely feedback, and we hope to welcome you back to Mantra Coolangatta Beach again soon. Kind regards, Thomas Luck General Manager

Hi Chris, Thank you for your 8/10 review. We’re pleased to hear you enjoyed our fantastic location, great views and that our team provided excellent service during your stay. I’m sorry, however, that the kitchen in Apartment 802 was not adequately equipped for your self-catering needs. You certainly shouldn’t have had to purchase items such as baking trays and a spatula during your stay. We’ll review the kitchen inventory for the apartment and address the missing items with the owner. I also apologise for the lift issues you experienced during your stay. We understand how inconvenient this can be and appreciate your patience while the necessary works were undertaken. Thank you again for your constructive feedback. We hope to welcome you back and provide an even better experience next time. Kind regards, Thomas Luck General Manager

Hi Sharryn, Thank you for taking the time to provide your feedback, We’re sorry to hear that your stay did not meet your expectations and appreciate you bringing these concerns to our attention. Regarding the bathroom ventilation, while there is no individual exhaust fan within the bathroom, the property has a centrally extracted ventilation system that exhausts to the building rooftop. There is also a bathroom window that can be opened to allow fresh air into the room. We’re sorry if this was not apparent during your stay. We’re particularly disappointed to hear your comments regarding cleanliness and the carpet. The carpet in the room was replaced approximately 12 months ago, so we will certainly inspect the room to ensure it is being maintained to the standard we expect. We also apologise for the noise from reception and early cleaning, as well as the water coming from the floor above onto the outdoor area. We understand how disruptive these issues would have been and will investigate them with our team. Thank you again for your honest feedback. We hope we have the opportunity to provide you with a much better experience in the future. Warm Regards Thomas Luck General Manager

Thank you for taking the time to share your detailed feedback, Vicki. We’re sorry that some of these smaller details had such a significant impact on your stay, particularly the amount of light entering the room and affecting your sleep. We’ll have the block-out curtains inspected to ensure they are fitted and closing correctly, and we’ll also review the external lighting you mentioned to see what can be done to minimise light entering the room at night. We’re also sorry the bed was not to your preference. We understand that mattress comfort can be very subjective, although we appreciate your comments. It is lovely to hear that you found the room itself nice and, most importantly, that our staff helped improve your experience. We’ll be sure to share your kind comments with the team. Thank you again for highlighting these issues. We hope to have the opportunity to provide you with a more comfortable and restful stay next time. Warm Regards Thomas Luck General Manager