Dear Mr S., Thank you for taking the time to share your feedback following your recent stay at Mantra on Queen Brisbane. Please accept our sincere apologies for the shortcomings you experienced, particularly regarding the cleanliness of your room and balcony, as well as the lack of follow-up after you raised your concerns with our team. We understand how disappointing it must have been to raise these issues more than once without seeing them resolved. We also apologise that your expectations regarding the recognition of your Platinum status were not met. We value our guests' loyalty and regret that we did not deliver the level of service and recognition you deserved. Your feedback has been taken seriously and will be shared with our relevant teams to help us improve our housekeeping standards, communication and follow-through on guest requests. We appreciate you bringing these matters to our attention and are sorry that we fell short of providing you with the experience you expected. We hope to have the opportunity to restore your confidence in us on a future visit. Kind regards, Lennon John Biscocho Front Office Manager Mantra on Queen Brisbane

Dear Giovanni, Thank you for taking the time to share your feedback with us. We are pleased to hear that our team made a positive impression and that you found the booking process and check-out experience satisfactory. However, we are sorry to learn that the condition of the hotel and the age of the accommodation did not meet your expectations. We understand your concerns and appreciate your honest comments regarding areas that require improvement. Your feedback is valuable and will be shared with our management team as we continue to look for ways to improve our facilities and overall guest experience. Thank you again for your feedback and for your loyalty as an ALL Accor Gold member and Accor Vacation Club member. We hope to have the opportunity to provide you with a more enjoyable experience in the future. Kind regards, The Mantra on Queen Team

Dear G., Thank you for taking the time to share your feedback following your recent stay with us. We’re pleased to hear that our reception team was helpful and accommodating with your parking requirements during your work-related visit. It’s wonderful to know that our team helped make your stay a positive experience. Your kind comments are greatly appreciated and will be shared with our team. Thank you for choosing to stay with us. We look forward to welcoming you back again on your next visit! Kind regards, The Mantra on Queen Team

Dear Linda, Thank you for taking the time to share your detailed feedback following your recent stay with us. Please accept our sincere apologies for the inconvenience and disappointment you experienced, particularly regarding the unexpected room move during your week-long stay. We understand how disruptive it must have been to pack your belongings and relocate during the day, and we are especially sorry that the bathroom in the new room was not suitable for your sister’s mobility needs. Having to return to the original room to use the shower was certainly not the experience we would want for any of our guests. We also acknowledge your comments regarding the lack of consistency at reception and the wait times you experienced. We understand how frustrating it is to have to wait for assistance, particularly during check-in and departure, and we apologise that we did not provide the level of service you expected. As a valued Accor Gold member, we are particularly disappointed that we did not meet your expectations on this occasion. Your feedback has been shared with our management team, and we will review our processes around planned maintenance, room allocations, accessibility requirements and front desk coverage to help prevent a similar experience in the future. We truly appreciate your positive comments regarding the booking experience, cleanliness, breakfast and Wi-Fi. We hope you will give us another opportunity to provide you and your family with the comfortable and seamless stay you should have received. Kind regards, Lennon John Biscocho Front Office Manager Mantra on Queen Brisbane

Dear Cheryl, Thank you for taking the time to share your wonderful feedback following your stay at Mantra on Queen. We are delighted to hear that you had a lovely stay and found our team friendly and welcoming. It is fantastic to see your positive ratings across your arrival, accommodation, service, and overall experience. We also sincerely appreciate your continued loyalty as an ALL Accor Gold member and your generous 10/10 recommendation. We note your rating regarding cleanliness and appreciate you bringing this to our attention. Your feedback is valuable to us, and we will continue to focus on maintaining the highest standards throughout the hotel. Thank you once again for choosing Mantra on Queen. We look forward to welcoming you and your friends back again and providing you with another enjoyable stay. Warm regards, Lennon John Biscocho Front Office Manager The Mantra on Queen Team

Dear Simon, Thank you for taking the time to share your feedback following your recent stay at Mantra on Queen. We are pleased to hear that you found our location convenient. However, we are sorry to learn that your overall experience did not meet your expectations. In particular, we sincerely apologise that the housekeeping service was not provided during your stay and that the washer and dryer combination was not operating as expected. We understand how important these facilities and services can be, particularly when they are a key reason for choosing our accommodation. We regret the inconvenience this caused and appreciate you bringing these matters to our attention. Your feedback has been shared with the relevant teams so that we can review our housekeeping procedures and ensure that any maintenance issues are addressed promptly. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience. Kind regards, Lennon John Biscocho Front Office Manager Mantra on Queen

Dear Joanne, Thank you for taking the time to share your feedback following your recent stay with us. We’re delighted to hear that you enjoyed our convenient location, comfortable beds, and the easy walk to the wharf and surrounding cafés. It’s also wonderful to know that our team made such a positive impression and that you had an enjoyable stay overall. We are, however, sorry to hear about your disappointment regarding the ALL Accor Welcome Drink benefit. We understand how frustrating this would have been, particularly as a Gold member and Accor Vacation Club member. Your feedback is important to us, and we will ensure this is followed up with the relevant team so we can better understand what occurred and ensure our loyalty benefits are communicated and handled appropriately. Thank you again for your valuable feedback and for choosing to stay with us. We hope to have the pleasure of welcoming you and your family back again in the future. Kind regards, The Mantra on Queen Team

Dear Steven, Thank you for taking the time to share your feedback following your recent stay at Mantra Hotel. We are delighted to hear that you had a positive experience and, in particular, that our team was so supportive and caring during your visit to Brisbane. We understand that travelling for a medical procedure can be a challenging time, and it is wonderful to know that our staff were able to make your stay a little more comfortable. Your kind comments about our friendly team are greatly appreciated and will certainly be shared with them. We also value your feedback across the different aspects of your stay, as it helps us continue to improve our service and guest experience. Thank you once again for choosing to stay with us, Steven. We wish you all the very best and hope to have the pleasure of welcoming you back to Mantra in the future. Warm regards, Lennon John Biscocho The Mantra Hotel Team

Dear Grey, Thank you for taking the time to share your detailed feedback following your recent stay with us. We are delighted to hear that you enjoyed our convenient location and comfortable accommodation, and especially that our team made your arrival as smooth and easy as possible. We are pleased that our Front Desk team member was able to assist you and ensure your key was ready upon arrival. We will certainly share your kind recognition with the team. We also appreciate you bringing your concerns to our attention. We apologise for the inconvenience caused by the car park and understand how reassuring it would be to have parking secured in advance, particularly after a long drive. We will share your comments with the relevant team for consideration. We are also sorry that the room odour affected your experience. Your comments regarding the carpet and bedhead have been noted and will be followed up with our housekeeping and maintenance teams. Thank you again for your constructive feedback and for recognising the efforts of our team. We hope to have the pleasure of welcoming you and your partner back to Mantra on Queen for a more enjoyable stay. Warm regards, Lennon John Biscocho Front Office Manager The Mantra on Queen Team

Dear Michelle, Thank you for taking the time to share your detailed feedback following your recent stay with us. I am sorry to hear that your experience did not meet the standards you expected, particularly as a valued Platinum member of the ALL – Accor Live Limitless programme. I sincerely apologise for the lack of clarity regarding the security deposit at check-in. We understand that any additional charge or hold should be clearly communicated to guests, and we will review how this information is explained to ensure there is greater transparency during the arrival process. I am also sorry that the condition of the suite and the ironing and hairdryer amenities did not meet your expectations. Your comments have been shared with the relevant departments for review, particularly regarding the quality and condition of the in-room amenities. Most importantly, I regret your comments regarding the service you received from our team. Feeling that our team appeared disinterested is certainly not the experience we want to provide. We will address this feedback with the team and reinforce the importance of being attentive, welcoming and engaged with every guest. We truly appreciate your loyalty as a Platinum member, and it is encouraging to see that you continue to value the Accor loyalty programme. We hope to have the opportunity to welcome you back and provide you with a much-improved experience that better reflects the standards you should expect from us. Kind regards, Lennon John Biscocho Front Office Manager Mantra on Queen

Dear KATE C., We very much appreciate your comments regarding your stay at the Mantra on Queen Brisbane. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Guest Services | Mantra on Queen

Dear Saumit D., We very much appreciate your comments regarding your stay at the Mantra on Queen Brisbane. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Guest Services | Mantra on Queen

Dear Malcolm, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest Services | Mantra on Queen

Dear LUKE, Thank you for taking the time to share your detailed feedback regarding your recent stay with us. We sincerely apologise for the experience you encountered and understand your frustration, particularly given the circumstances surrounding your arrival. We are disappointed to hear that there was confusion regarding the reservation details and that you were unable to check in immediately despite having your booking confirmation and membership details available. This should have been handled more efficiently by our team, and we acknowledge that the situation caused unnecessary frustration after your arrival. We also sincerely apologise for the condition of the room, including the unusual odour, flickering bathroom light, and the cleanliness concerns you raised regarding the air-conditioning vents and other areas. These are not the standards we aim to provide, and your comments have been shared with our Housekeeping and Maintenance teams for further review and action. We appreciate you bringing these matters to our attention, as your feedback gives us an opportunity to address areas where we need to improve. We will also be reviewing the reservation and check-in process with our Front Office team to ensure that booking details are properly verified and that our team is empowered to assist guests promptly when discrepancies occur. We are truly sorry that your experience did not meet your expectations, and we understand your disappointment. We value your feedback and hope that, despite this experience, you may consider giving us another opportunity in the future to provide you with the level of service and comfort you should reasonably expect from us. Kind regards, Hotel Management Team Lennon John Biscocho Front Office Manager Mantra Team

Dear Guest, Thank you for taking the time to share your detailed feedback following your stay at Mantra on Queen. We are pleased to hear that you enjoyed our convenient location and the views from the property. We are, however, sorry to hear about the various issues you encountered during your stay. We appreciate you bringing these matters to our attention, as they are important for us to address. We sincerely apologise for the condition of some of the furniture in the apartment, including the worn sofa, peeling coffee table veneer, and the concerns regarding the blankets. These items should be regularly inspected and maintained to ensure they are safe, clean and comfortable for our guests. Your feedback has been passed on to our maintenance and housekeeping teams for review and appropriate action. We are also sorry that the outdoor pool was not at a comfortable temperature during your stay. We understand how disappointing this would have been, particularly as you had been advised that the pool was heated. Regarding the spa area, we apologise that the mess left by other guests was not attended to promptly. We understand your frustration, especially as the area remained affected over the weekend. Our pool and spa facilities should be regularly monitored and maintained to ensure they remain clean and enjoyable for all guests. Your comments regarding the overall condition and value of the apartment are also appreciated. We are continually reviewing our rooms, furnishings and facilities, and feedback such as yours helps us identify areas that require attention and improvement. We are sorry that these issues affected your overall impression of the property. We hope that the improvements made as a result of your feedback will give us an opportunity to provide you with a much better experience should you choose to stay with us again. Thank you again for your honest feedback. Kind regards, Lennon John Biscocho Hotel Management Team Mantra on Queen

Dear Nyree, Thank you for taking the time to share your feedback and for your continued support of our hotel. We’re delighted to hear that you continue to enjoy our convenient location and that you would recommend us to your friends, family and colleagues. It’s especially pleasing to hear that our team received such positive feedback, and we’ll be sure to pass your kind mention of James on to him. We also appreciate your honest comments regarding the room noise and our food offerings. We’re pleased that you’ve noticed the improvements we’ve been making with our dining options, and we’ll continue working to enhance the experience for our guests. Thank you again for being a valued ALL Accor member and for your ongoing relationship with us. We look forward to welcoming you back for another enjoyable stay. Warm regards, The Hotel Team

Dear Mr D., Thank you for taking the time to share your feedback following your recent stay with us at Mantra Hotel. We are delighted to hear that you had a good overall experience and that you were particularly pleased with our breakfast selection, arrival and check-in process, and the service provided by our team. It is also wonderful to know that you would recommend our hotel and the ALL Accor loyalty programme to others. However, we sincerely apologise for the cleanliness issue you encountered in your bathroom. We understand that finding insects is disappointing and does not reflect the high standards we aim to maintain. Your comments have been shared with our Housekeeping team and management for immediate attention, including a review of our cleaning and inspection procedures. We also appreciate your feedback regarding the difficulty you experienced when attempting to complete your booking through the ALL Accor app. We are sorry for the inconvenience and appreciate you bringing this to our attention. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back to Mantra Hotel and provide you with an improved experience on your next stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel

Dear Jason, Thank you for taking the time to share your feedback following your recent stay with us. We’re delighted to hear that you enjoyed your overall experience and particularly appreciated the cleanliness of the hotel, as well as our cleaning and towel service. It’s wonderful to know that our location close to the city also added to the convenience of your stay. We truly appreciate your continued support as an ALL Accor Silver member and your positive recommendation of both our hotel and the ALL loyalty programme. Your feedback is valuable to our team and encourages us to continue delivering a clean, comfortable and enjoyable experience for our guests. We look forward to welcoming you back on your next visit. Kind regards, The Hotel Team

Dear Marion, Thank you very much for taking the time to share your wonderful feedback following your recent stay with us at Mantra Hotel. We are delighted to hear that you enjoyed a comfortable stay and found our team obliging and attentive. It is especially pleasing to know that Ashleigh made a positive contribution to your experience. We will be sure to share your kind recognition with her. We also appreciate your positive comments regarding our booking process, accommodation, cleanliness, and overall service. Your perfect scores and recommendation are a great encouragement to our entire team. Thank you again for choosing Mantra Hotel and for your continued loyalty as a valued ALL Accor Gold member. We look forward to welcoming you back and providing another enjoyable stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel