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

Dear Alan, 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 enjoyed your room, the comfortable accommodation, and the view, and that you were pleased with the cleanliness and service provided by our team. We are, however, sorry to hear about your experience with our car park. We understand your concerns regarding the tight spaces and difficulty manoeuvring, particularly when larger vehicles are parked in adjacent bays. We appreciate you bringing this to our attention and will certainly take your comments into consideration as we look at ways to improve the parking experience for our guests. Thank you again for your valuable feedback and for being a valued ALL Accor Classic member. We hope to have the pleasure of welcoming you back to Mantra Hotel and providing you with another comfortable stay. Kind regards, Lennon John Biscocho Hotel Management Team Mantra Hotel

Thank you for taking the time to share your detailed feedback following your recent stay at Mantra on Queen. We are very sorry to hear that your experience fell well below expectations. The issues you have highlighted, particularly the slow and unattended reception, the bar being unavailable when you wished to use your complimentary drink voucher, and the condition of your room, are certainly disappointing and not the level of experience we want to provide. We also apologise for the empty bathroom amenity, the issue with the refrigerator cabinet door, and the lack of recognition of your Platinum status. As a valued ALL – Accor Live Limitless Platinum member, you should have felt recognised and welcomed during your stay, and we regret that we fell short in this regard. Your comments have been shared with the relevant teams, particularly regarding reception coverage, room maintenance and amenities, and the consistency of our loyalty recognition. We appreciate you bringing these matters to our attention, as this gives us an opportunity to address them. We are pleased that you continue to have confidence in the ALL loyalty programme, as reflected in your 7/10 rating, and we sincerely hope we have the opportunity to provide you with a much better experience on a future visit. Kind regards, The Mantra on Queen Team

Dear Mr J., Thank you for taking the time to share your detailed feedback following your recent stay with us. I sincerely apologies that your experience did not meet the standard you expected from an Accor property. I understand your disappointment, particularly with the condition of the room and the maintenance issues you encountered. The lack of a curtain or blind on the kitchenette window is a significant privacy concern, and I am also very sorry about the missing shower screen, which resulted in the bathroom floor becoming flooded each time the shower was used. These are not the standards we want our guests to experience. I also apologies for the parking charge being initially applied when no parking space was available. Although this was removed before your departure, I appreciate that it should not have been charged in the first place. Please be assured that your feedback has been shared with our Maintenance and Operations teams so these issues can be investigated and addressed. We will also review the condition of the apartment to ensure any required maintenance is completed. As a valued ALL Gold member, we genuinely appreciate your loyalty, and I am particularly sorry that this stay fell short of your expectations. Thank you for bringing these matters to our attention, as your feedback gives us an opportunity to improve. We hope to have the opportunity to provide you with a much better experience should you choose to stay with us again. Kind regards, Lennon John Biscocho Front Office Manager

Dear Margaret, Thank you for taking the time to provide such detailed feedback about your recent stays with us. I am sincerely sorry that your experience was so disappointing, particularly as you stayed with us twice within the same week. We clearly fell short of the standard you should expect from us. I apologies for the repeated issues with the television reception. Having experienced the same problem during both stays, including both TVs not working during your second stay, would have been extremely frustrating. I have shared this feedback with our Maintenance team so the antenna and television connections can be thoroughly investigated. I am also sorry about the confusion and disappointment regarding breakfast. We understand that our breakfast inclusions were not clearly communicated, particularly regarding the additional charges for items such as tea and orange juice. We will review how this information is communicated to guests at the time of booking and ordering. I also apologies that the breakfast credit you were advised would be processed has not yet been received. We will follow this up with the relevant team to ensure this is investigated. Your comments regarding reception coverage and the condition of the bathrooms have also been noted and will be shared with the appropriate teams. We truly value your loyalty as an ALL-Classic member, and I am particularly disappointed that your recent experience has affected your confidence in staying with us again. Your feedback is important to us and will help us identify where we need to improve. Please accept our sincere apologies for the inconvenience and frustration caused during your stays. We hope that, should you decide to stay with us again, we will have the opportunity to provide you with the experience you originally expected. Kind regards, Lennon John Biscocho Front Office Manager

Dear Brett, Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you enjoyed your comfortable stay while visiting family in Brisbane. It is wonderful to see that you rated your accommodation, cleanliness, our team, and your arrival and departure experiences so highly. We also appreciate your 9/10 recommendation and your positive feedback regarding our sustainability efforts. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you and your family back to Brisbane in the future. Kind regards, Lennon John Biscocho Front Office Manager

Dear Mr. Gennaro, 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 fully meet your expectations. In particular, I apologies for the traffic noise, the stale smell in the apartment, the issues with the TV reception, and the condition of the carpet, furniture and bathroom. I also apologies that a doona was not provided on the bed and that you had to use an additional blanket to keep warm. I understand how disappointing it would have been to also have to contact us directly to obtain your tax invoice after being advised that it would be emailed to you. We certainly appreciate that this created unnecessary inconvenience, particularly when travelling for business. Please be assured that I have shared your comments with our Housekeeping and Maintenance teams so that the apartment condition, bathroom, TV reception and bedding arrangements can be reviewed and addressed. We will also review the process for issuing tax invoices to ensure this is handled correctly in future. We truly appreciate your loyalty as an ALL-Accor member, and I am pleased to see that you found our team and the check-out experience positive. Your feedback is very valuable to us as we continue working to improve our guest experience. Should you be staying with us again, please feel free to contact me directly and I would be happy to assist with your arrangements. Kind regards, Lennon Front Office Manager

Dear Susan, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to hear that you enjoyed your comfortable and well-appointed room, our convenient location, and the easy check-in experience. It is also great to know that you found the apartment clean and tidy, and that our team made a positive impression during your stay. We sincerely apologies for the inconvenience caused by the missing kitchen sink plug. We will have this checked and replaced to ensure it is available for our guests. We also appreciate your feedback regarding the washing machine location and will take this into consideration when reviewing the guest experience. Thank you again for your loyalty as an ALL-Accor member and for giving us a 10/10 recommendation. We look forward to welcoming you and your family back to Mantra on your next visit to Brisbane. Kind regards, Lennon Front Office Manager

Dear David, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed the convenient location and found your self-contained apartment comfortable. It is also great to know that your booking experience through the Qantas app was easy and that you were happy with the check-out process. We sincerely apologise for the delay you experienced at reception during check-in. We understand how frustrating it can be to wait for assistance after arriving, and we appreciate you bringing this to our attention. Your feedback has been shared with our team as we continue to improve the arrival experience for our guests. Thank you again for your valuable feedback and for recommending us. We hope to have the opportunity to welcome you back and provide you with an even more seamless stay next time. Warm regards, Lennon John Biscocho The Management Team

Dear Gamini, Thank you very much for your wonderful 100/100 review and for taking the time to share your experience with us. We are delighted to hear that you had such a great stay and enjoyed our well-organised facilities and convenient location close to Brisbane’s CBD attractions. It is also lovely to know that you enjoyed the café on the ground floor and found it to be a great place for breakfast. Your perfect scores across all areas are a wonderful compliment to our team, and we are especially pleased to know that your arrival, accommodation, cleanliness, breakfast and overall service all met your expectations. Thank you again for your kind recommendation. We truly appreciate your support and look forward to welcoming you back for another wonderful stay in Brisbane. Kind regards, Reception

Dear Mariela, Thank you for taking the time to share your detailed feedback following your stay with us. We are delighted to hear that you enjoyed your comfortable accommodation and convenient location, and especially that our breakfast team provided such friendly and attentive service. We will be sure to share your kind comments with them. We are, however, sorry to hear that your experience with housekeeping did not meet the standards we aim to provide. We understand how important timely, responsive and thorough housekeeping is to a comfortable stay, and we sincerely apologise for the shortcomings you experienced. Your feedback has been shared with the relevant team so that we can address these areas and improve our service. Thank you again for your constructive feedback and for recognising the positive aspects of your stay. We hope to have the opportunity to welcome you back and provide you with a more consistently enjoyable experience. Kind regards, Reception

Dear Ms P., Thank you for taking the time to share such detailed feedback following your recent stay with us. Please accept my sincere apologies for the number of issues you experienced during your visit. We are disappointed to hear that your first stay with Mantra did not meet the standard we aim to provide, and I completely understand your disappointment. I am particularly sorry regarding the difficulty with your room door and the air conditioning. While our reception team assisted with the door and provided an additional blanket, I appreciate that this did not fully resolve the inconvenience, particularly with the room being cold during your stay. We will review this with our Maintenance team to ensure these issues are properly addressed. I also sincerely apologies for the condition of the lounge cushions, the damaged sheer curtains and the unstable table. These are matters that should have been identified and attended to as part of our regular room inspections. Your feedback has been shared with our Housekeeping and Maintenance teams so these items can be inspected and rectified. I am pleased that our team was able to assist with providing additional towels when requested, and I appreciate your kind comments regarding their assistance. Nevertheless, we recognise that you should not have had to experience so many inconveniences during your stay. As an ALL-Accor Silver member, we truly value your continued support and the confidence you place in our hotels when choosing your accommodation. It is especially disappointing to hear that this experience has left you uncertain about choosing Mantra again in the future. Thank you again for bringing these matters to our attention. Your feedback is extremely valuable and will help us improve both the condition of our accommodation and the overall guest experience. We sincerely hope you will give us another opportunity to provide you with the comfortable and enjoyable stay you should have experienced on this occasion. Kind regards, Lennon John Biscocho Front Office Manager

Dear David, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to know that you found the booking process easy and that you enjoyed your accommodation and Wi-Fi. We also appreciate your continued support as a Silver ALL Accor member. However, I am sorry that several aspects of your stay did not meet your expectations. In particular, we sincerely apologies for the lack of visible reception assistance during your stay. We understand how frustrating it must have been to arrive or require assistance and not find a team member readily available at the reception desk. This is certainly not the level of service we aim to provide. We also acknowledge your comments regarding the limited restaurant operating hours and your experience when trying to obtain breakfast assistance. We understand that our guests should not have to search for someone to assist them, and your feedback regarding staffing and service availability has been noted and will be shared with our management team for review. Your comments are valuable as they highlight areas where we need to improve our service and ensure a more consistent guest experience. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back to Mantra on Queen and provide you with a much-improved experience. Kind regards, Lennon John Biscocho Hotel Management Mantra on Queen

Dear Kirsten, Thank you for your wonderful feedback and for sharing such a detailed review of your recent stay with us. We are delighted to hear that you enjoyed our central location and found the spacious room and river view to be highlights of your stay. It is wonderful to know that you were able to make the most of your visit, from attending your work event to enjoying time with friends and exploring the nearby shopping precinct and Howard Smith Wharves. We are also pleased that you enjoyed the coffee at our on-site café and were impressed with the breakfast selection. Your excellent ratings for cleanliness, accommodation, Wi-Fi, breakfast, and our sustainability efforts are greatly appreciated. Thank you as well for your loyalty as an ALL Accor member and for recommending us so highly. We truly value your support and look forward to welcoming you back to Mantra on Queen Brisbane for another enjoyable stay. Kind regards, Lennon John Biscocho Front Office Manager

Dear Jonathan, Thank you for taking the time to share such detailed and thoughtful feedback following your stay at Mantra on Queen. We are delighted to hear that you enjoyed our great location, views, accommodation, café and restaurant, and that your Gold ALL Accor status was recognized with a room upgrade, welcome drink and amenity. It is particularly pleasing to know that these touches added to your experience and that you appreciated the character of the property. That said, I am very sorry to hear about your experience with the payment process. We completely understand your frustration, particularly as you booked through the ALL-Accor App and reasonably expected the payment process to be straightforward. Having to navigate multiple emails, unfamiliar websites and a confusing interface, as well as spending considerable business time trying to identify and complete separate payments, is certainly not the experience we want for our guests. Your feedback is extremely valuable, and we will ensure it is shared with the relevant teams so that the process and communication can be reviewed. We also appreciate your comments regarding the cleanliness of the property. While we are pleased that you otherwise found the accommodation to be excellent, we acknowledge your observation regarding accumulated dust in less accessible areas. You are quite right that these details should not be overlooked, and we will raise this with our housekeeping and management teams to ensure greater attention is given to detailed and periodic cleaning. Thank you also for your constructive comments regarding Wi-Fi speed and our sustainability initiatives. We appreciate your honesty and will take these points into consideration as we continue to improve the guest experience. We are grateful for your loyalty as a Gold ALL member and for recognizing the efforts of our team despite the shortcomings you encountered. Your comments provide us with a valuable opportunity to improve, and we sincerely hope to have the pleasure of welcoming you back to Mantra on Queen so we can provide the seamless experience you rightly expect. Kind regards, Lennon John Biscocho Front Office Manager Mantra on Queen

Dear HA M. T., Thank you for taking the time to tell us about your experience at the Mantra on Queen Brisbane. We are pleased to hear that you enjoyed our location and found your room comfortable with a nice view. However, I sincerely apologize for the inconvenience caused regarding your request for slippers and the delays your request for slippers and the delays you experienced at reception. Providing prompt and attentive service is very important us, and I have shared your feedback with our team to address these lapses. We appreciate your loyalty as an ALL Accor member and hope to have the opportunity to welcome you back for a seamless stay in the future. Sincerely, Guest Services | Mantra on Queen