Thank you for your wonderful feedback and for your loyalty as an ALL Gold member Robert, We're delighted to hear our central location made your business trip convenient, with easy access to your appointments, dining and transport. It's also great to know your One Bedroom Apartment provided the space you needed to comfortably work and relax. Thank you especially for recognising our team and the great service they provided throughout your stay. We appreciate your score of 90 and would love to know what we could do to make your next stay a perfect 100. We look forward to welcoming you back to Mantra on Russell again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for taking the time to provide such detailed feedback Antoinette, I'm sincerely sorry to hear about your experience. The cleanliness and presentation issues you described, including the condition of the bath, stained blanket and incorrectly fitted bed linen, are certainly not the standards we expect at Mantra on Russell. Your comments regarding the comfort and maintenance of the room are equally concerning and will be followed up with our Housekeeping and Maintenance teams. I'm also disappointed to hear about your interaction with our team when you raised your concerns regarding housekeeping. Regardless of the conditions attached to a particular rate or booking, our team should always communicate these clearly, respectfully and professionally. You should not have been made to feel dismissed when simply asking for clarification. We also appreciate your comments regarding the limited supplies and equipment provided for a five-night stay. Your feedback highlights areas where we need to review both our communication and the overall guest experience. A score of 10 is extremely concerning to us, and I regret that we failed to provide the comfortable and welcoming experience you expected. Please accept our sincere apologies, and thank you for bringing these matters to our attention so we can address them with the relevant teams. Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you so much for your wonderful feedback, perfect score, and for your loyalty as an ALL member paul, We're delighted to hear you had a wonderful stay and enjoyed our friendly service, spacious One Bedroom Apartment, quiet surroundings and hotel amenities. We also appreciate your feedback regarding the housekeeping schedule. This should have been clearly explained to you during check-in, and we apologise that this information was missed. We'll share your comments with our Reception team to help ensure our guests are better informed upon arrival. Thank you for choosing Mantra on Russell. We look forward to welcoming you back for another wonderful stay soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Dear Christine, We are delighted that you enjoyed our convenient location, spacious and clean rooms, excellent room service, pool and spa facilities, and buffet breakfast. It is also wonderful to hear that you found our reception team friendly and welcoming. We are sorry, however, that your Happy Hour experience did not meet expectations. We appreciate your feedback and will address this with our Food & Beverage team to ensure a more engaging and enjoyable experience for our guests. Thank you again for your valuable feedback. We look forward to welcoming you back to Mantra on Russell. Best regards, Sanchit Gupta General Manager

Dear Chelsey, Thank you for your lovely review! We are delighted to hear that you enjoyed a comfortable stay, our cleanliness, and breakfast. We apologise for the inconvenience with the key cards and appreciate you bringing this to our attention. We will share your feedback with our team for review. We look forward to welcoming you back to Mantra on Russell again soon. Best regards, Sanchit Gupta General Manager

Dear Jason, Thank you for your wonderful review and continued support! We are delighted to hear that you enjoy our convenient location, team, and cleanliness. It is especially rewarding to know that Mantra on Russell is your go-to hotel in Melbourne. We truly appreciate your loyalty and look forward to welcoming you back again soon. Best regards, Sanchit Gupta General Manager

Dear Simon, Thank you for your continued loyalty to Accor and for choosing Mantra on Russell once again. We truly value your ongoing support and are pleased to know that you have enjoyed staying with us over the years. We are sorry to hear that on this occasion, your experience did not meet the usual standard you have come to expect. We appreciate your feedback and will take it on board as we continue to improve our guest experience. We hope to welcome you back soon and provide you with the enjoyable stay you know us for. Best regards, Sanchit Gupta General Manager

Thank you for your wonderful feedback and for your loyalty as an ALL member Philip, We're delighted to hear everything was perfect and that you enjoyed a clean, comfortable and quiet stay. It's especially wonderful to hear your kind words about our reception team, and we'll be sure to share your feedback with them. We're also pleased our central location and the many nearby restaurants added to your experience. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for sharing your feedback and for your loyalty as an ALL member Renae, We're very sorry to hear about the cleanliness issues you encountered in Room 610. The condition you described regarding the balcony, windows, cups and mugs, and particularly finding a condom wrapper under the bed is certainly not the standard we expect. We genuinely appreciate you bringing these details to our attention. As you rightly mentioned, we need to know when things are not right so we can address them. Your feedback will be followed up with our Housekeeping team to ensure greater attention to detail and consistency in our room inspections. Thank you for choosing Mantra on Russell, and we hope to provide you with a much better experience on your next stay. Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for your feedback and for your loyalty as an ALL Gold member Brett, We're delighted to hear you had a comfortable stay and found our location convenient for your quick Melbourne trip to watch the footy. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100. We look forward to welcoming you back to Mantra on Russell again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for your wonderful feedback and for your loyalty as an ALL member Rosemary, We're thrilled to know Mantra on Russell is your favourite place to stay in Melbourne. It's great to hear you continue to enjoy our convenient location, secure parking, clean and comfortable rooms, and the friendly service from our team. We also appreciate your comments regarding the higher floors and are glad you enjoyed the city views while being further away from the street noise. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100. We look forward to welcoming you back to your favourite Melbourne stay again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for your wonderful feedback, recommendation, and for your loyalty as an ALL member Karen, We're delighted to hear you enjoyed our convenient location, clean and well-equipped room, and the friendly service from our team. We're especially pleased that our team contacted you promptly after finding the book you had left behind. It's the little things that can make a difference, and we're glad this left such a positive impression. It's wonderful to know you would choose to stay with us again when returning to Melbourne. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you so much for your wonderful feedback, perfect score, and for your loyalty as an ALL member Helen, We're delighted to hear you thoroughly enjoyed your stay and found our location perfect for exploring Melbourne. It's great to know you appreciated the spacious and clean room, the incredible variety of dining options right on our doorstep, and the warm welcome from our team. We also appreciate your comments regarding the dated rooms. We recognise that some areas of the hotel would benefit from updating, and your feedback is valuable as we continue planning future improvements. Thank you for choosing Mantra on Russell. We look forward to welcoming you back again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you so much for your wonderful feedback, perfect score, and for your loyalty as an ALL member Elizabeth, We're thrilled to hear that Mantra has been a reliable choice for you over the years, not only in Melbourne but also during your travels elsewhere in Australia. Knowing that you consistently find our hotels clean, organised and conveniently located means a great deal to us. Thank you also for recommending Mantra to others. We truly appreciate your continued trust and support and look forward to welcoming you back to Mantra on Russell again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you so much for your perfect score and for your loyalty as an ALL member Tim, We're delighted to hear you had an excellent experience with us. Your positive feedback means a great deal to our team. Thank you for choosing Mantra on Russell. We look forward to welcoming you back again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for sharing your feedback Owen, We're very sorry to hear that your experience fell well short of expectations, particularly with breakfast and our happy hour. Your comments are concerning, as both should be enjoyable parts of your stay rather than sources of disappointment. We would appreciate any further details you can share about what specifically went wrong with the breakfast and happy hour experience. This will help us address your concerns directly with our Food & Beverage team and identify where improvements are needed. Thank you for bringing this to our attention. We hope to have the opportunity to provide you with a much better experience in the future. Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for sharing your feedback Nyssa, We're pleased you found our location convenient, however we're sorry that several aspects of your stay did not meet expectations. We understand your disappointment that the room differed from what you anticipated from the photos, particularly the shower-over-bath and the lack of an easily accessible power point beside the bed. We also apologise that the dining arrangements and parking validation process were not clearly communicated. These are important details that should have been explained to you to avoid unnecessary inconvenience. Your feedback is valuable and will be shared with our team as we continue to review both our facilities and guest communication. Thank you for choosing Mantra on Russell. We hope to have the opportunity to provide you with a much better experience in the future. Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for your lovely feedback and for your loyalty as an ALL Gold member Stuart, We're delighted to hear you received such a warm welcome from Erica and that her enthusiasm helped set the tone for an enjoyable stay. It's wonderful to receive this kind of recognition for our team, and we'll be sure to share your kind words with Erica. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100. We look forward to welcoming you back to Mantra on Russell again soon! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell

Thank you for your wonderful feedback, for choosing to stay with us for the third time, and for your loyalty as an ALL Gold member Anthony, We're delighted to hear you continue to enjoy our convenient location near Chinatown and the theatres, as well as our clean and comfortable rooms. It's especially lovely to know our friendly team continues to make your stays enjoyable. Thank you for your score of 90. We would love to know what we could do to make your next stay a perfect 100. We truly appreciate your continued support and look forward to welcoming you back for your fourth stay! Warm regards, Arya Dwijaksara Operations Manager Mantra on Russell