Thank you for taking the time to share your lovely feedback. We’re delighted to hear that you always enjoy staying with us and particularly love being able to relax with a quiet drink and dinner in our Lounge. We’re sorry that the Chef was not available on Tuesday evening, but we’re pleased to hear that the warm welcome and attentive service from our bar team member on Wednesday helped make up for it. We’ll be sure to share your kind comments with the team. It’s always a pleasure to welcome returning guests, and we look forward to welcoming you back again soon. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share such detailed feedback about your recent stay with us. We’re pleased to hear that, despite the challenges during your visit, you found our team friendly and helpful. We understand that the hot water disruption created a particularly difficult situation for both guests and staff, and we appreciate your recognition of the way our team continued to assist guests during this period. We apologise for the inconvenience caused by the lift availability and the difficulty accessing the lifts during busy periods. We understand how frustrating it would have been to wait for several lifts only to find them already full. Regarding your arrival, we’re particularly sorry that you had to drive around for approximately 40 minutes before being able to access the check-in bay. We understand how frustrating this would have been after travelling to the hotel, especially when surrounding street parking was unavailable. While parking availability can be limited, we appreciate that clearer assistance on arrival would have made the process less stressful. We appreciate your understanding throughout a challenging stay and are grateful that you would still consider staying with us again. We sincerely hope that on your next visit we can provide a smoother and more comfortable experience, with our facilities operating as expected. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We’re pleased to hear that Zac at Reception provided you with a warm and welcoming experience. We will certainly pass on your kind comments to him. However, we sincerely apologise that you felt uncomfortable with the timeshare presentation being raised before you had even completed your check-in. We understand that this was frustrating and not the welcome you were expecting on arrival. We’re also sorry to hear that you were disappointed with the condition of your room. We take comments regarding room presentation seriously, and your feedback will be shared with the relevant team for review. We sincerely regret that your arrival and room experience fell short of expectations and appreciate you bringing these concerns to our attention. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the loss of hot water during your stay. We understand how disappointing this would have been. We also regret the inconvenience of having to use the gym shower facilities when no alternative rooms were available. We appreciate that this was not the experience you expected and that it detracted from your overall stay. We sincerely regret that your holiday was affected in this way and appreciate your understanding. Your feedback regarding the hot water issue and the alternative shower arrangements will be shared with our Management and Maintenance teams for review. We hope to have the opportunity to welcome you back in the future and provide you with the enjoyable experience you had hoped for. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the frustration you experienced regarding parking on arrival. We understand that after travelling from Brisbane, having clear information about parking and a welcoming arrival experience is particularly important. We’re also sorry to hear that you felt the communication from our Reception team was rude or unhelpful. This is certainly not the level of service we aim to provide, and we regret that the way the parking situation was communicated added to your disappointment. While on-site parking is subject to availability and cannot always be guaranteed, we understand that this should have been explained clearly and courteously, with appropriate assistance regarding alternative parking options. We appreciate you bringing this to our attention. Your feedback regarding both the parking information and the service you received will be shared with our Front Office team for review and improvement. We sincerely regret that your arrival experience affected your overall stay and hope we may have the opportunity to provide you with a more welcoming experience in the future. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We’re pleased to hear that you had a great stay initially, however, we sincerely apologise for the disruption caused by the loss of hot water for the final three days of your holiday. We completely understand how disappointing this would have been, particularly during a six-night stay. We also apologise that the alternative shower facilities in the gym did not provide the level of privacy or cleanliness you would reasonably expect. We are particularly concerned to hear about the hair and cleanliness issues you encountered, and your feedback will be shared with our Housekeeping and Management teams for review. We sincerely apologise for the impact this had on the final days of your stay and appreciate you bringing your concerns to our attention. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your detailed feedback. We sincerely apologise for the significant disruption caused by the loss of hot water during your stay. We understand how disappointing it would have been to return after a full day out expecting a hot shower, only to find that the water was unavailable until Tuesday. We also apologise that you were not informed about the water issue until Sunday. We understand how frustrating this would have been, particularly after you had already contacted Reception and were advised of the situation. We regret that the alternative shower facilities provided were not to an acceptable standard, and we are particularly concerned to hear about the cleanliness and lack of privacy while using the gym shower. We also apologise that your email regarding the situation did not receive a response. This is certainly not the level of communication we aim to provide, and your comments will be shared with our Front Office and Management teams for review. We appreciate that complimentary parking was provided, although we understand your comments regarding the need to ask about assistance. We recognise that the disruption affected what was intended to be a relaxing getaway, especially after you had been looking forward to your holiday. We sincerely regret that your experience left you feeling disappointed and that you do not plan to return. We appreciate you bringing these concerns to our attention, as your feedback highlights several areas where we need to improve. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We’re pleased to hear that you were happy with your room, however, we sincerely apologise for the lack of hot water throughout your entire stay. We completely understand how disappointing and inconvenient this would have been, particularly as having a hot shower is an essential part of a comfortable hotel stay. While we appreciate your understanding that this was an isolated issue, we regret that it negatively affected your overall experience. We’re also glad that our team was able to offer an apology and compensation, which you accepted. Thank you again for your understanding and for sharing your feedback. We hope to have the opportunity to provide you with a much more enjoyable experience on a future visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your wonderful feedback. We’re delighted to hear that you found our Customer Service team warm and friendly, and that you enjoyed the comfort of our beds and pillows. It’s also great to know that you found the room and facilities well set up and appreciated our convenient location close to the beach and a great range of restaurants. We truly appreciate your kind comments and look forward to welcoming you back again in the future. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the lack of hot water throughout your entire stay. We understand how frustrating and unacceptable it would have been to have no hot water from check-in through to check-out, particularly without being informed of the situation. We also apologise for the delay in answering your call. Waiting 17 minutes for assistance is certainly not the level of service we aim to provide, and we understand your frustration. We sincerely regret that your stay was impacted in this way and hope to have the opportunity to provide you with a much better experience on a future visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the number of issues you experienced during your stay, particularly on your checkout day. We understand how frustrating it would have been to discover a cockroach in the room, deal with a loud and faulty refrigerator that affected your sleep, and then have no hot water on the morning of departure. We appreciate you bringing these concerns to our attention, as they are certainly not the experience we aim to provide. Your feedback will be shared with our Housekeeping and Maintenance teams for review and follow-up, including the pest concern, refrigerator, hot water and hair dryer. We sincerely regret that your stay was affected by these issues and hope to have the opportunity to provide you with a much better experience on a future visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the unacceptable experience you had during your stay. We understand how frustrating and inconvenient it would have been to have no hot water for your entire stay, leaving you without the opportunity to take a shower. We’re also very sorry to hear that dirty socks were left in your room. This is clearly not the standard of cleanliness we expect from our Housekeeping team. Your feedback will be shared with our Maintenance and Housekeeping teams for urgent review. We regret that these issues significantly affected your stay. We sincerely hope to have the opportunity to provide you with a much better experience on a future visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the issues you experienced during your stay. We understand how frustrating and uncomfortable it would have been to have no hot water throughout your entire stay. We’re also sorry to hear about your experience at breakfast, where the buffet was cleared while you and other guests were still eating. We understand how disappointing and inconvenient this would have been. Your feedback will be shared with our Maintenance, Housekeeping and Food & Beverage teams for review. These are not the standards of comfort and service we aim to provide. We sincerely regret that your stay was affected by these issues and hope to have the opportunity to provide you with a much better experience on a future visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We’re pleased to hear that you found the room satisfactory. However, we sincerely apologise for the lack of hot water for two nights during your stay. We understand how inconvenient and disappointing it would have been to be without a hot shower both in the morning and evening. Your feedback will be shared with our Maintenance team for review. We sincerely regret the inconvenience caused and hope to have the opportunity to provide you with a much better experience on your next visit. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed our clean rooms and great pool facilities, and we’re especially glad that our Security team responded promptly when you raised concerns about the noise. We’re sorry that the behaviour of the guests in the neighbouring room disrupted your stay, particularly so late at night. We understand how frustrating it would have been to return to the hotel around midnight and then continue to experience loud music, bottles being dropped and furniture being moved. We appreciate your patience and are pleased that our Security team attended promptly and addressed the matter. Your kind comments regarding their response will be shared with the team. We hope to have the opportunity to welcome you back for a more peaceful and enjoyable stay next time. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback, and for choosing to stay with us again. We’re delighted to hear that you continue to enjoy our great location and the quiet, reliable experience we aim to provide. We’re very sorry that you experienced a lack of hot water on your final morning and that the issue was not resolved before you checked out. We understand how inconvenient and disappointing this would have been, particularly after such a positive stay overall. Your feedback will be shared with our Maintenance team for review to help ensure this does not occur again. Thank you again for your continued support. We truly appreciate your loyalty and look forward to welcoming you back for your stay. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your detailed feedback. We’re very sorry to hear about the difficulties you experienced with your payment and room access. We understand how distressing it would have been to return to the hotel and find that your key cards had been deactivated while your personal belongings remained inside the room. We also apologise for the way the situation was communicated to you. Being told that payment had not been received after you had already shown evidence of the transaction would understandably have been frustrating, particularly when you had been advised earlier that it may simply have been a processing delay. We regret that it took several attempts before your room access was restored. We also apologise for the condition of the shower head and appreciate you bringing this to our attention. We take your comments regarding customer service very seriously. Our guests should feel welcomed, respected and supported, particularly when unexpected payment or access issues arise. Your feedback will be shared with the relevant teams for review and follow-up. We sincerely regret that this experience left you feeling dissatisfied and disappointed with your stay. We hope that, should you choose to stay with us again in the future, we have the opportunity to provide you with a much better experience. Kind regards, Gaiya Nakata Assistant Manager

Thank you for taking the time to share your feedback. We sincerely apologise for the issues you experienced during your stay. We understand how distressing and uncomfortable it would have been to have no hot water throughout your stay, particularly when you had to shower in cold water each day. We’re also sorry that the bathroom facilities did not meet your expectations, including the concerns regarding the hand shower and shower curtain. These are important aspects of a comfortable stay, and we regret that they were not adequately addressed during your visit. We are particularly concerned to hear that you became unwell and understand how disappointing this experience must have been. Your feedback will be shared with our Maintenance and Front Office teams for urgent review. We sincerely regret that your stay did not meet the standard we aim to provide and hope to have the opportunity to provide you with a much better experience should you choose to stay with us again. Kind regards, Gaiya Nakata Assistant Manager