Dear Kerryn, Thank you for taking the time to share your feedback and for choosing to stay with us again. We truly appreciate your continued support. We’re pleased to hear that you enjoyed our convenient location. However, we are sorry to hear that the condition of the room did not meet your expectations on this occasion. Please accept our apologies for the issues you experienced with the refrigerator, bathroom exhaust fan, sofa, and scuff marks on the walls. We understand how these details can impact your overall stay. Your feedback has been shared with our maintenance and housekeeping teams for review and follow-up. As a returning guest, we especially value your feedback and hope we can provide you with a more comfortable and enjoyable experience on your next visit. Warm regards, The Mantra on the Esplanade Darwin Team

Dear Ms Z., Thank you for taking the time to share your detailed feedback following your recent stay at Mantra on the Esplanade Darwin. I am pleased to hear that you found your room clean and enjoyed the amazing view. However, I am very sorry that several aspects of your stay fell short of expectations. In particular, I apologise that your request for two single beds was not accommodated, and that you were not provided with your room number at reception. We also regret that the contact information provided to you directed you to Mantra Pandanas rather than our property. I appreciate how frustrating this would have been upon arrival, and we will review our check-in and guest information processes with the team. Your comments regarding the underground car park are particularly concerning. The odour and presence of feral cats are not the standard we want for our guests, particularly when the car park is a paid facility. We will raise these concerns with the relevant team and investigate the situation, including the issue of feeding the cats. I am also sorry to hear about your experience regarding smoking near the swimming pool. We take our non-smoking policy seriously and will address your comments with our security team. I acknowledge your feedback regarding the absence of an onsite restaurant and the televisions in the rooms as well. Your comments have been noted and will be shared with the appropriate management teams as we consider future improvements to the property. Thank you again for your honest feedback. While we are disappointed that we did not provide the experience you expected, your comments are valuable in helping us identify where improvements are needed. Kind regards, Mantra on the Esplanade Darwin

Hi Peter, Thank you for your honest feedback. We’re sorry we let you down, particularly with the cleanliness of the apartment, the condition of the air-conditioning vents, and the delay in resolving the dishwasher issue. We understand your frustration and agree these matters should have been addressed much sooner. Your feedback has been shared with our team for immediate attention. Regards, Mantra Pandanas Management

Dear Brett, Thank you, for your great feedback and for sharing your suggestions with us. We’re pleased to hear that you enjoyed our convenient location and spacious rooms. We also appreciate your comments regarding the bathrooms and pool area. We understand that these areas would benefit from some attention, and we’ll make sure your feedback is shared with our management team for consideration. Thank you again for your feedback. We hope to welcome you back to Mantra on the Esplanade Darwin for an even better stay in the future. Kind regards, The Mantra on the Esplanade Darwin Team

Dear Kerrie, Thank you, for your lovely feedback and for choosing to stay with us. We’re delighted to hear that you enjoyed our great location, comfortable two-bedroom apartment, and the service provided by our team, especially our housekeeping staff. We’re also pleased to know that Mantra remains a favourite brand for you. We appreciate your comments regarding the pool and pool chairs. We’ll share this feedback with the relevant team for review and improvement. We look forward to welcoming you back to Mantra on the Esplanade Darwin again soon! Kind regards, The Mantra on the Esplanade Darwin Team

Dear Brett, Thank you, for taking the time to share your feedback with us. We’re pleased to hear that you enjoyed our convenient location and great views. We sincerely apologise for the issues you experienced with the shower water temperature and the noisy air conditioning. We understand how frustrating it must have been to have the water temperature change unexpectedly during your stay. We’re glad our team was able to assist by moving you to another room, and we appreciate your understanding regarding the ongoing water temperature issue. Your feedback has been noted and will be shared with our maintenance team for further attention. Thank you again for your feedback, and we hope to have the opportunity to provide you with a more comfortable stay on your next visit. Kind regards, The Mantra on the Esplanade Darwin Team

Dear Mr. H., Thank you for taking the time to share your feedback. We are very sorry that your stay did not meet your expectations. We sincerely apologise for the issues you experienced with housekeeping, the charges on your account, the mattress, and the lack of hot water during your stay. We understand how frustrating it would have been to raise concerns and still feel that they were not properly resolved. Your feedback has been shared with our management and property teams for review and follow-up. We have also sent you an email to obtain more details and better understand what occurred during your stay. We regret that we fell short during your stay and appreciate you bringing these matters to our attention. Kind regards,

Dear Guest, Thank you for taking the time to share your feedback. We’re sorry to hear that your stay did not meet your expectations. We regret the issues you experienced with the hot water and the shower. We will have the shower inspected for the grouting and any water penetration under the tiles, and we’ll also review the hot water supply to prevent this from happening again. We’re also sorry about the noise from the bedroom air conditioning. We understand how disruptive this can be, particularly at night, and we’ll have the unit checked. Regarding the basement parking, we sincerely apologise for the unpleasant smells and the condition you encountered. We understand your concerns regarding the cats and the impact this had on your experience. We will raise this with the relevant team and review how the situation is being managed. Your feedback is appreciated and will help us address these issues and improve the experience for our guests.

Dear Guest, 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,

Dear Guest, 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,

Dear Mr T., Thank you for taking the time to share your detailed feedback following your recent stay at Mantra on the Esplanade Darwin. I am very sorry that your experience fell so far short of the standard you should reasonably expect, particularly as a valued Platinum ALL member and a frequent guest of Mantra and Accor properties. I sincerely apologise for the difficulties you experienced from arrival onwards. Having your room unavailable at check-in, not receiving the welcome amenity, and then experiencing an air-conditioning leak that had evidently affected the room for some times are all disappointing. The need to have a blower operating in your room would have further detracted from your stay. I am also concerned by the communication around the issue. Being contacted only through the room phone, without an effective alternative means of communication, and being offered a room move after your scheduled departure understandably did not provide a meaningful solution. Your comments regarding the need for our team to be more proactive, welcoming and focused on providing solutions are well noted. We are equally disappointed that the Wi-Fi information and access did not meet your expectations. I have shared your feedback with the relevant teams so that these points can be reviewed and addressed. It is particularly disappointing to hear that, despite your previous positive experiences with Mantra and Accor properties, this was your least memorable stay and left you feeling that the accommodation did not represent the value you paid for. We appreciate you choosing to stay with us and giving us the opportunity to understand where we fell short. Thank you again for your candid feedback. We genuinely value your loyalty to Accor and hope we can have the opportunity to provide you with the level of service and experience you have come to expect from us on a future visit. Kind regards, Mantra on the Esplanade Darwin

Dear Mr Rowe, Thank you for taking the time to provide such detailed feedback following your recent stay at Mantra on the Esplanade Darwin. I am pleased to hear that your arrival and check-in were smooth, and that our evening team member and the lady who delivered your dinner provided the helpful service you expected. However, I am very sorry that this positive experience was undermined by your interaction with our morning team member. In particular, I sincerely apologise that you were unable to access the breakfast included with your booking. Having been provided with a menu in your room, it was understandably frustrating to then be told that breakfast could not be arranged, particularly when you subsequently received different information regarding how breakfast orders are fulfilled. The manner in which this was communicated to you also clearly fell short of the level of service we expect from our team. I am equally sorry that your experience at departure was unsatisfactory, including being asked to provide information that had already been collected at check-in. We appreciate your comments regarding the importance of understanding a guest's circumstances rather than simply directing them elsewhere, and I have taken note of your concerns regarding customer service, communication and knowledge of our meal-inclusive arrangements. Your feedback has been shared with the relevant management team for review and follow-up with the staff involved. We will use your comments to reinforce our expectations around service, ownership of guest requests and ensuring our team members understand the arrangements associated with different booking inclusions. As a Platinum member of ALL – Accor Live Limitless and a regular Accor guest, we particularly regret that this stay did not reflect the experience you should reasonably expect from us. I understand from your comments that you do not currently intend to return to Mantra Darwin, but I hope we may have the opportunity at some point to restore your confidence in our hotel and our team. Thank you again for bringing this matter to our attention. Kind regards, Mantra on the Esplanade Darwin

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely,

Dear Ms H., Thank you for taking the time to share such detailed feedback following your three-night family stay with us. I am sorry that your experience at Mantra on the Esplanade Darwin fell well short of expectations. Your comments highlight a number of areas where we need to improve, both in the condition of our facilities and in the service and communication provided by our team. We acknowledge your concerns regarding the age and condition of the room, including the bathroom, kitchen, lighting, lounge furniture and air conditioning. We also apologise that the washing machine was leaking and, despite being brought to our attention, was not repaired or replaced during your stay. This is particularly disappointing, and we are following up on this matter with our maintenance team. We also take your comments regarding cleanliness and the lack of essential supplies seriously. While we are pleased that additional washing powder, toilet paper and tissues were provided when requested, these are items that should be adequately supplied for the duration of a three-night stay. Your feedback about your arrival experience is equally important. We should have provided clearer information at check-in about accessing your room, using the lift and room keys, connecting to Wi-Fi and the facilities available within the hotel. We also apologise for the experience you had when disposing of rubbish. Our team should be willing to assist with simple requests rather than directing guests elsewhere unnecessarily. The unreliable Wi-Fi is another concern we are addressing, particularly as reliable internet access is an important expectation for our guests. We appreciate that some of your comments relate to longer-term improvements and refurbishment, including the bathrooms, taps, shower fittings, lighting and room facilities. These comments have been noted and will be shared with the relevant management teams as part of our ongoing property improvement planning. We are sorry that your stay left you with such a poor overall impression, particularly as you chose to book directly with us and are an ALL – Accor Live Limitless member. Your feedback gives us a clear understanding of where the guest experience did not meet expectations, and we appreciate you bringing these matters to our attention. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a much-improved experience should you choose to stay with us again in the future. Kind regards, Mantra on the Esplanade Darwin

Dear C., Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely,

Dear Narelle K., Thank you for taking the time to share your detailed feedback following your six-night stay with us at Mantra on the Esplanade Darwin. I am pleased to hear that you found the booking process through the ALL-Accor app easy, and that you were satisfied with the cleanliness of your room, the pool, Wi-Fi, and your check-out experience. That said, I am very sorry that your overall stay did not meet your expectations, particularly compared with your previous experiences at other Mantra properties. We sincerely apologise for the inconvenience regarding the towels and in-room supplies. While our standard housekeeping schedule may differ from other properties, we understand that guests staying for several nights still require access to fresh towels and replenishment of essential tea and coffee supplies. We will review how this information is communicated to guests and ensure appropriate arrangements are available during longer stays. We also apologise that the outdoor spa was unavailable during your visit. We understand how disappointing this would have been, particularly when you were expecting to have access to the facilities advertised. We are equally concerned by your comments regarding the restaurant and bar facilities and the impression that our team was not welcoming. We strive to provide warm and helpful service, and your feedback will be shared with our team as an opportunity to improve. We appreciate your loyalty to Accor and your feedback regarding the level of recognition received as an ALL member. Your comments are valuable to us, and we will use them to improve the guest experience. Thank you again for your honest feedback. We hope you will consider staying with us again and allow us the opportunity to provide you with the welcoming and comfortable experience you should expect from Mantra. Kind regards, Mantra on the Esplanade Darwin

Dear Janet, Thank you for taking the time to share your feedback. We’re pleased to hear that our location met your expectations and that the city view was as requested. We sincerely apologise for the inconvenience caused by the defective key cards. We understand how frustrating this can be and appreciate you bringing it to our attention. We hope to have the pleasure of welcoming you back to Mantra on the Esplanade Darwin for an even smoother stay. Kind Regards, Mantra on the Esplanade Darwin

Dear Sylvia, Thank you for taking the time to share your feedback with us. We are pleased to hear that you found our location convenient and your room comfortable. We sincerely apologise for the difficulties you experienced with the check-in instructions and for having to contact us for assistance. We also apologise for the condition of the bathroom tiles and mat, and for the delay in providing the face washers. We have taken note of your comments and will raise these matters with the relevant teams for attention. We are glad you enjoyed our pool area. We also acknowledge your feedback regarding the spa and the need for updates to the property. Your comments are valuable and will be shared with our management team as we continue to improve our facilities and services. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a much-improved experience on your next stay. Kind regards,

Dear Christopher, Thank you for taking the time to provide your feedback following your recent six-night stay with us. I sincerely apologise for the issues you experienced, particularly with the lack of room servicing, running out of toilet paper, and the interruption to the water supply in your room. I understand how inconvenient this would have been during your stay. Indika, Our Housekeeping Manager will contact you directly to discuss your experience further and address the concerns you have raised. We appreciate your feedback and apologise that your stay did not meet your expectations. Kind regards, Dolly McCallum