Dear Beng G., Thank you for taking the time to share your detailed feedback following your recent stay at Mantra Lorne. I was delighted to read that you enjoyed our fantastic beachfront location and convenient position in the heart of town. It is also wonderful to hear that our reception and housekeeping teams made a positive impression through their friendly and attentive service. Small touches, such as offering fresh towels during your stay, are important to us, so I appreciate your recognition of the team's efforts. I'm pleased that you found your room comfortable and that the upgraded amenities, including the air conditioning, television, mattress and pillows, contributed to an enjoyable stay. While many of our heritage rooms reflect the character and history of the property, we understand that some aspects can feel dated and appreciate your balanced feedback on this. Thank you also for highlighting the bathroom configuration for future guests. Your suggestion regarding walk-in showers for those with mobility concerns is very helpful and can certainly assist other travellers when selecting accommodation. We sincerely appreciate your feedback and look forward to welcoming you back to Mantra Lorne for another relaxing stay on the Great Ocean Road. Kind regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Alexandros, Thank you for taking the time to provide such detailed feedback regarding your recent stay at Mantra Lorne. I was genuinely disappointed to read about your experience, particularly as you arrived looking forward to your stay and with the intention of sharing a positive review with your audience. It is clear that we fell well short of both your expectations and our own standards, and for that I sincerely apologise. The most concerning aspect of your feedback is the heating issue in your room. Guest comfort is fundamental to a positive stay experience, and it is unacceptable that the heater was not functioning correctly during both nights of your visit. I am equally concerned that after reporting the issue to Reception and being advised that someone would attend, no follow-up occurred. This lack of response is not reflective of the level of service we strive to provide. I was also disappointed to learn of the difficulties you experienced contacting Reception from your room. A functioning in-room telephone is a basic expectation, and I understand how frustrating it would have been to be unable to easily request assistance, amenities, or services when required. Having both the heating system and communication channel fail during the same stay understandably compounded your frustration. Additionally, I appreciate you bringing your concerns regarding the cleanliness and condition of the pool change rooms and shower facilities to our attention. While this may not have been the primary issue during your stay, it is certainly not the impression we wish to leave with our guests and will be reviewed by the relevant teams. While I am grateful for your honest comments, I greatly regret that your experience did not reflect the quality of accommodation and service we aim to deliver. Feedback such as yours is invaluable as it highlights areas where we have not met expectations and where immediate improvements are required. Thank you again for bringing these matters to my attention. Please accept my sincere apologies for the disappointment caused. I hope we may have the opportunity to restore your confidence in Mantra Lorne and provide you with the experience you had every reason to expect. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Anthony, Thank you for taking the time to share your feedback and for choosing Mantra Lorne once again. I am delighted to hear that you enjoyed your stay and appreciated our convenient location in the heart of Lorne. It's wonderful to know that our proximity to the beach, shops, cafés and local attractions continues to make your visits enjoyable. We are especially grateful for your loyalty and pleased that you have consistently enjoyed your stays with us. Feedback from returning guests is incredibly valuable, and it is always rewarding to hear when we provide an experience that encourages guests to come back. Thank you again for your kind comments. We look forward to welcoming you back to Mantra Lorne for another relaxing stay in the near future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Maureen, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you enjoyed our great location and had a comfortable stay with us. It is also wonderful to know that you enjoyed the meals during your visit. Our team works hard to provide memorable experiences for our guests, and it is always rewarding to receive such positive feedback. I will be pleased to share your kind comments with our team. Thank you again for choosing Mantra Lorne. We look forward to welcoming you back for another relaxing stay in the near future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Suzanne, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you enjoyed our great location and found our team to be professional and friendly throughout your visit. The dedication of our staff to providing warm and welcoming service is something we take great pride in, and I will be pleased to share your kind comments with the team. It is also wonderful to know that you enjoyed our grounds and gardens. Our team works hard to maintain the resort's outdoor spaces, and it is always rewarding to hear when guests find them inviting and well-presented. At the same time, I appreciate your comments regarding the condition of the room. While we are pleased that you enjoyed your stay overall, I understand your view that some areas of the accommodation are showing their age and would benefit from updating. Guest feedback such as yours is invaluable as we continue to plan future improvements across the property. Thank you again for your balanced and constructive feedback. We appreciate your patronage and look forward to welcoming you back to Mantra Lorne for another enjoyable stay in the future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Robert, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am sorry to learn that you were unable to access free-to-air television during your stay. I appreciate that this would have been frustrating and understand your surprise, particularly when this is an amenity many guests expect as standard. Your comments have been shared with our team for review to ensure that our in-room entertainment offerings and guest information are meeting expectations. We value your feedback as it helps us identify opportunities to improve the guest experience. Thank you again for bringing this matter to our attention. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Robert, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am pleased to hear that you enjoyed the amazing view and found the accommodation clean and well maintained during your visit. It's also great to know that the allocated parking provided you with added peace of mind, particularly when travelling with a vehicle that is important to you. While your comments suggest the stay met your expectations overall, we are always looking for ways to enhance the guest experience and provide something truly memorable. Feedback such as yours helps us continue to improve. Thank you again for choosing Mantra Lorne. We appreciate your patronage and look forward to welcoming you back to enjoy another coastal getaway in the future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear J., Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you enjoyed our central location, direct beach access, and found your room comfortable during your visit. It's also wonderful to know that you appreciated our filtered still and sparkling water stations and other sustainability initiatives. We are committed to reducing our environmental impact while enhancing the guest experience, so it is pleasing to hear these efforts were noticed and valued. I was also pleased to read your kind comments regarding the friendliness and helpfulness of our team throughout your stay. That said, I am sorry to learn of the inconveniences you experienced. I understand your frustration at having to call back regarding your reservation confirmation. We aim to make every interaction as seamless as possible, and I appreciate your feedback as it highlights an opportunity for us to improve our communication processes. I was also concerned to hear about the balcony door not closing properly and the disruption this caused, particularly with the noise from the wind during the night. While I am glad the mild weather allowed you to manage during your stay, I completely appreciate that this would not be an acceptable solution, especially during the colder months. Please accept my apologies for this maintenance issue. I have shared your comments with our team for investigation and rectification. Thank you again for your valuable feedback. We appreciate your patronage and hope to welcome you back to Mantra Lorne for an even more enjoyable stay in the future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Alan, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I was very disappointed to read that your experience did not meet expectations. Please accept my sincere apologies for the condition of your accommodation and the issues you encountered during your stay. Cleanliness, comfort, and maintaining our facilities to a high standard are fundamental to the guest experience we strive to provide. I am sorry to learn that you found the apartment to be dirty, dated, and lacking in amenities. Your comments regarding the condition of the room have been noted and shared with our housekeeping and maintenance teams for immediate review. I was also concerned to read about the inconsistency of the hot water supply. I understand how frustrating it would be to have the water repeatedly fluctuate between hot and cold, and I apologise for the inconvenience this caused. This issue has been raised with our maintenance team to investigate and rectify. Thank you for bringing these matters to our attention. Guest feedback is invaluable in helping us identify areas requiring improvement. While I regret that your stay fell short of expectations, I appreciate the opportunity to address your concerns. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Wendy, Thank you for taking the time to share such detailed feedback regarding your recent stay at Mantra Lorne. While I am pleased to hear that you enjoyed our pool and steam room facilities, found our breakfast offering outstanding, and experienced friendly and helpful service from most of our team, I was disappointed to learn that several aspects of your stay fell short of expectations. I am particularly sorry to hear about your experience dining at Larder Restaurant. As a guest requiring a gluten-free diet, you should feel confident that reasonable efforts will be made to accommodate your needs. I understand your frustration at finding such limited gluten-free dinner options available and, more importantly, the lack of flexibility or alternative suggestions provided when you enquired with our team. Your comments highlight an inconsistency between the excellent allergen labelling and variety available at breakfast and the experience you encountered at dinner service. This is valuable feedback and will be shared with both our Food & Beverage and Culinary teams for review. Thank you also for your comments regarding your Heritage Room. While many guests appreciate the historic character of this accommodation style, I understand your view that the room appeared tired and did not fully meet your expectations. Feedback such as yours assists us in identifying areas for future improvements. On a positive note, I am delighted that you enjoyed the breakfast experience, particularly the variety and clear gluten-free labelling. It is pleasing to know our team delivered a level of care and attention that made a positive impression. I will also ensure your kind comments regarding the friendliness and helpfulness of our staff are shared with the wider team. Thank you again for bringing these matters to our attention. We appreciate your candid feedback and hope to have the opportunity to welcome you back in the future and provide a much-improved experience. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Karen, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you enjoyed our perfect location and found your room comfortable and spacious. It's also wonderful to know that you appreciated the ease of parking and were able to make the most of our facilities during your visit. Feedback such as yours is greatly appreciated and provides excellent encouragement to our team, who work hard to create enjoyable and memorable experiences for our guests. Thank you again for choosing Mantra Lorne. We look forward to welcoming you back for another relaxing stay on the Great Ocean Road in the near future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Jon, Thank you for taking the time to share your feedback and for your continued support of Mantra Lorne. I am pleased to hear that you love our location and have consistently enjoyed your stays with us. That said, I was very sorry to learn about the frustrations you experienced during this visit. Being contacted during the night to move your vehicle, particularly on the eve of your World Championship race, would have been both disruptive and disappointing. I completely understand your concerns, especially given the confusion around the parking allocation and signage. Please accept my sincere apologies for these shortcomings. Your feedback has been shared with the relevant teams so that we can review both our parking procedures and room access maintenance processes to help prevent similar situations from occurring in the future. Thank you again for bringing these matters to our attention. We truly value your loyalty and hope to have the opportunity to welcome you back and provide the seamless stay that you have come to expect from Mantra Lorne. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Graham, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you were very happy with your experience and that you enjoyed your lovely room, our great location, and the comfort of your stay. It is also wonderful to know that you enjoyed the meals during your visit. Our team takes great pride in creating memorable experiences for our guests, and your kind comments are greatly appreciated. I will be sure to share your feedback with the team. We look forward to welcoming you back to Mantra Lorne for another relaxing stay on the Great Ocean Road in the near future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Paul, Thank you for taking the time to share your feedback following your stay at Mantra Lorne. I am delighted to hear that you enjoyed our perfect location during the Grand Fondo weekend and that you found your apartment spacious, well-equipped, and comfortable. It is also wonderful to know that you enjoyed your dining experience at our restaurant. Feedback such as yours is greatly appreciated and serves as wonderful encouragement for our team, who work hard to create memorable stays for our guests. We sincerely appreciate your recommendation and look forward to welcoming you back to Mantra Lorne for your next visit to Lorne. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear David Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am pleased to hear that you enjoyed our great location and that our team was able to offer a complimentary breakfast as a gesture of goodwill. However, I was disappointed to learn that the spa in your room was not functioning as expected. While I appreciate that our team offered an alternative room, I completely understand your frustration, particularly after you had already settled in and unpacked. We recognise that moving rooms at that stage of your stay is far from ideal. Your feedback has been shared with our maintenance team to ensure the issue is addressed promptly and to help prevent similar occurrences in the future. Thank you again for your understanding and for bringing this matter to our attention. We hope to have the opportunity to welcome you back to Mantra Lorne and provide you with the seamless experience you were expecting. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Arnold, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am pleased to hear that you enjoyed our lovely location and the unique character of our Heritage accommodation. However, I am sorry that the condition of the room did not fully meet your expectations. We appreciate your comments regarding the wear and tear you observed, and feedback such as yours helps us identify areas where we can continue to improve our guest experience. I would also like to apologise for the housekeeping oversight during the first two days of your stay. While I am glad our team was able to acknowledge the inconvenience and provide drink vouchers as a gesture of goodwill, this should not have occurred, and I understand the frustration it may have caused. Thank you again for your valuable feedback. We appreciate your understanding and hope to have the opportunity to welcome you back to Mantra Lorne in the future and provide an even better experience. Kind regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Anita, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I was delighted to read that you had a comfortable stay and that everything was perfect during your visit. Your kind comments about our team are greatly appreciated. I will be sure to pass on your special thanks to Hannah. She will be thrilled to know that her helpfulness and dedication made such a positive impact on your experience. Recognising team members who go above and beyond is always a pleasure, and I know your feedback will mean a great deal to her. Thank you again for choosing Mantra Lorne. We look forward to welcoming you back for another enjoyable stay in the future. Kind regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Derek, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am pleased to hear that you enjoyed your two-day getaway and found our location, accommodation, restaurant, and breakfast to your liking. It is also wonderful to know that you found the property's amenities clean and well maintained. I would, however, like to apologise for the disruption caused by the maintenance works in the unit above your room. I understand how unexpected noise can impact a relaxing stay, particularly when you're visiting for some well-deserved rest and relaxation. While essential works are sometimes necessary, we appreciate that clearer communication regarding these activities would have been beneficial. I am pleased that our team was able to offer an alternative room should the noise have continued, and I appreciate your understanding during this time. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back to Mantra Lorne in the future for a quieter and even more enjoyable stay. Kind regards, Edwin Erftemeyer General Manager Mantra Lorne

Dear Simon, Thank you for taking the time to share your feedback following your recent stay at Mantra Lorne. I am delighted to hear that you had a relaxing weekend away and enjoyed our fantastic location. It's wonderful to know that you found your accommodation comfortable and that your stay provided the opportunity to unwind and recharge. Our team strives to create memorable and enjoyable experiences for all our guests, so it is always rewarding to receive such positive feedback. Thank you again for your kind comments. We look forward to welcoming you back to Mantra Lorne for another relaxing getaway in the future. Warm regards, Edwin Erftemeyer General Manager Mantra Lorne