Dear Leanne, Thank you for taking the time to share your feedback. It is wonderful to hear that you enjoyed the generous size of your room and found the location convenient. I am sorry, however, that noise from neighbouring rooms and the hallway disturbed your sleep. I understand how frustrating that can be, particularly when you are looking to relax and rest after a day away. We appreciate you bringing this to our attention and will certainly keep your comments in mind when considering room allocations for future stays. While we cannot guarantee specific room requests, we are always happy to note preferences and accommodate them where possible, subject to availability. We also appreciate your continued loyalty as an ALL Accor Gold member and hope to have the opportunity to provide you with a more peaceful stay next time. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Julie, Thank you for sharing your lovely feedback. It is great to hear that you found your room clean and comfortable, and that you enjoyed the stunning view during your stay. I understand why having a pool and a microwave within the room would have made your experience even more convenient. While we do not advertise or operate pool facilities at the hotel, I appreciate you sharing this as something you would have enjoyed. We are also pleased to know that the microwave facilities available downstairs were useful, although I understand having one directly in the room would be preferable. We hope to welcome you back to Mantra on View and provide you with another enjoyable stay. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Kay, Thank you for sharing such detailed feedback about your stay. I am pleased to hear that you enjoyed the balcony view and that our housekeeping team made a positive impression through their friendly and courteous service. I will be sure to share your kind comments with them. I am genuinely sorry for the issues you encountered with the hot water and the substantial bathroom leak. I can appreciate how disruptive and frustrating this would have been, particularly during your first night. Your comments regarding the condition of the room and your interaction with reception are also disappointing to hear. A warm and welcoming approach is important to us, and your feedback will be shared with the relevant teams for review. I also understand your disappointment regarding the facilities available at the property. While Mantra on View does not advertise or operate a business centre, pool or spa, our dining and bar offerings can vary according to operating requirements and demand. We appreciate that this may not have aligned with what you were expecting. Thank you again for recognising the efforts of our housekeeping team while also highlighting the areas where we fell short. Your feedback provides valuable insight into where we need to improve. Kind regards, Liam Campbell Assistant Manager

Dear Peter, Thank you for taking the time to share such detailed feedback. I am genuinely sorry that your stay during the conference was affected by a number of issues, particularly as your experience was so different from previous stays with us. We sincerely apologise for the hot water interruption and, importantly, for the difficulty you experienced when trying to contact reception and the response you received when seeking assistance. We understand how frustrating and disappointing this would have been. We are also sorry about the ongoing temperature issues in the conference room and during the formal dinner. Your comments regarding the delayed meal service are equally concerning, as we understand that one delayed meal affected the entire table and resulted in food being enjoyed at less than its best. The late night knocking on your room door was also inappropriate, and we apologise that this was not properly explained or followed by an apology when you contacted reception. We appreciate how unsettling this would have been. We are pleased that you found your room well presented and had positive interactions with many members of our team. At the same time, we acknowledge your concerns regarding the condition of the property and the service provided by the night management and catering teams. Your feedback has been shared with the relevant departments for review and improvement. We are truly sorry that we did not provide the standard you expected as an ALL member. Thank you for bringing these matters to our attention, and we hope to have the opportunity to restore your confidence in us in the future. Kind regards, Hetal Pindoriya Assistant Manager

Dear Diane, Thank you for taking the time to share your feedback with us. We are delighted that you enjoyed the beautiful view, convenient location and the comfort and cleanliness of your room. It is also great to hear that you found our lifts quick and readily available during your stay. We appreciate you highlighting the access to the parking area. We understand that having to navigate steps can make arrival and departure less convenient, and we are sorry that this aspect of your experience did not meet your expectations. We will certainly keep your comments in mind as we continue looking at ways to make the guest experience as comfortable as possible. Thank you also for bringing the WiFi connection and speed to our attention. We appreciate the feedback and will share it with the relevant team for consideration. It was a pleasure having you stay with us, and we hope to welcome you back to Mantra on View for another enjoyable visit. Kind regards, Hetal Pindoriya Assistant Manager

Dear Cheryl, Thank you for taking the time to share your feedback. I am sorry that your stay did not meet your expectations, particularly regarding the handling of your Scoopon inclusions at check in. We apologise that your complimentary wine and parking entitlement were not correctly identified initially. We understand how frustrating it would have been to have to raise these inclusions yourself and then see a parking charge applied to your card. We will reinforce with our team the importance of carefully checking package inclusions and entitlements during arrival. I am also sorry that the cleanliness of your room, particularly the curtains, was below the standard we aim to provide. Your comments have been shared with our housekeeping team for attention. We are pleased that you enjoyed the breakfast and WiFi, and that many of your interactions with our team were positive. Thank you again for your honest feedback, as it helps us identify where we can improve the guest experience. Kind regards, Hetal Pindoriya Assistant Manager

Dear Susan, Thank you for sharing your feedback with us. We are pleased to hear that you enjoyed our central location, comfortable bed, the quality of the property and, most importantly, the service from our team. We appreciate your comments regarding luggage assistance and understand that having support with your bags can make arrival and departure more convenient. We also acknowledge your feedback regarding the parking fee and bathroom amenities, and understand that these were unexpected during your stay. It is wonderful to know that you found your room exceptionally clean and that your check in and departure experiences were smooth. Your feedback is valuable to us as we continue looking for ways to improve the overall guest experience. We hope to have the pleasure of welcoming you back to Mantra on View in the future. Kind regards, Hetal Pindoriya Assistant Manager

Dear Mara, Thank you for returning to Mantra on View for the dance conference and for taking the time to share your experience. We are pleased that having your accommodation and conference venue in the same location made your stay convenient, and we appreciate your continued loyalty as an ALL member. I am sorry that the condition of some aspects of the room, including the blankets and towels, did not meet your expectations. We also apologise that the correct number of face washers, hand towels and bath towels was not consistently provided for two guests. Your comments have been shared with our housekeeping team for attention. We also understand your disappointment regarding the departure process and the additional charges. The security bond is a temporary preauthorisation rather than a charge, and any applicable extras are settled against the account before the remaining hold is released. We appreciate that clearer communication around these charges would have been helpful and will take your feedback on board. Thank you again for your honest comments. We hope to provide you with a more comfortable and seamless experience should you join us for the conference again. Kind regards, Hetal Pindoriya Assistant Manager

Dear Darren, Thank you for sharing your feedback. I am sorry that your stay did not meet expectations, particularly regarding the condition and presentation of the room, the hallways, WiFi, and your experience at reception. I sincerely apologize for the confusion around your room readiness, luggage assistance and security bond preauthorization. We understand how frustrating this would have been, especially while attending a conference, and your comments will be shared with the relevant teams for review. I am pleased to hear that you found your room well cleaned and that our team continued to do their best despite being short staffed. We also appreciate your feedback regarding the bar and will take this into consideration as we review our operating arrangements. Thank you again for bringing these matters to our attention. Kind regards, Hetal Pindoriya Assistant Manager

Dear Matthew, Thank you for taking the time to share your detailed feedback. I am genuinely sorry that your stay with us was so disappointing and that we fell well short of the standard you expected. I am particularly concerned to read about the condition of your initial room, including the carpet odour, faulty faucet and lack of hot water. Having to change rooms during your stay would have been frustrating enough, and I am very sorry that the suite you moved to presented a further cleanliness concern with the cockroach near the bed. This is certainly not the experience we want our guests to have. I also acknowledge your comments regarding the WiFi connection and understand how important a reliable and responsive connection can be, particularly when travelling for business. Your feedback regarding the speed of the connection, along with your comments about the accommodation and cleanliness, has been shared with the relevant teams for review and follow up. I appreciate that you did find the breakfast selection satisfactory, and I am sorry that the positive aspects of your stay were overshadowed by the issues you encountered. Your feedback gives us an important opportunity to address these areas and improve the experience we provide. Kind regards, Hetal Pindoriya Assistant Manager

Dear Donna, Thank you for taking the time to provide such thoughtful feedback. I am delighted to hear that your room was neat and tidy, our team were helpful, and that you received good service throughout your stay. It is especially pleasing to know that Marianne was able to answer your questions and make the booking process feel easy and personal. We certainly appreciate the value of having someone available to speak with directly. I also understand your comments regarding evening dining and having cutlery available in the room. Being able to bring food back after a busy day and enjoy it comfortably would certainly be convenient, and your suggestion is appreciated. We are also pleased that the range of nearby dining options helped provide alternatives during your stay. Thank you again for your constructive suggestions and for choosing to stay with us while attending your conference. We hope to welcome you back on a future visit. Kind regards, Nick Bastion-Macdonald Assistant Manager

Dear Jeremy, Thank you so much for your wonderful 10/10 review and for continuing to choose to stay with us. It is always a pleasure to welcome back our returning guests, and we are delighted to hear that this stay was another great experience. We are especially pleased that you enjoyed your room upgrade and that it came as a lovely surprise when you arrived at your room! We are also glad you were able to enjoy the benefits of your Platinum ALL Accor status, including breakfast during your stay. Your kind words about our team mean a great deal to us. Knowing that the service provided by our staff continues to make your stays enjoyable is incredibly rewarding, and we will certainly share your feedback with the wider team. Thank you again for your continued loyalty and for taking the time to share such positive feedback. We look forward to welcoming you back for many more great stays with us! Kind regards, Assistant Manager

Dear Stuart, Thank you for taking the time to share such thoughtful feedback following your recent stay. I am pleased to hear that our team made a positive impression, particularly our housekeeping colleagues, and that you found your room clean and tidy. I also appreciate your honest comments about the condition of the room. While I am glad it was comfortable and well maintained during your stay, I understand that signs of age can affect the overall impression, and your observations are valuable as we continue to focus on maintaining and improving our accommodation. Your feedback regarding the bar during the conference is also well understood. I can appreciate how having a convenient place within the hotel to relax and continue conversations over a drink would have been particularly beneficial for conference attendees. We recognise the inconvenience this created and will take your comments into consideration when reviewing our dining and beverage operations in line with business demand and future events. It is wonderful to hear that you would consider staying with us again when next visiting the Gold Coast. We very much look forward to welcoming you back and providing an even more enjoyable experience. Kind regards, Hetal Pindoriya Assistant Manager

Dear Theresa, Thank you for taking the time to share your detailed feedback following your recent stay. While we are pleased to hear that you found our housekeeping and front desk teams to be fantastic and helpful, we are sorry that the overall experience did not meet your expectations. We understand your comments regarding the condition and presentation of the hotel, particularly given our location, and appreciate your honest perspective. Your feedback regarding the hairdryer and availability of charging ports has also been noted and will be shared with our management team as we continue to look at ways to improve our guest experience. We are particularly sorry to hear that the welcome you received from our restaurant team did not feel as warm as it should have. A friendly and genuine welcome is an important part of hospitality, and your comments will be addressed with the team. Thank you again for recognising the positive service from our housekeeping and front desk teams while also highlighting areas where we can do better. We genuinely appreciate the feedback and hope to have the opportunity to provide you with a more enjoyable experience in the future. Kind regards, Assistant Manager

Dear Sarah, Thank you for taking the time to share your experience. It is wonderful to hear that you enjoyed a comfortable stay and found our location so convenient for exploring the surrounding attractions while still being able to enjoy a quieter atmosphere. We also appreciate you being a valued ALL Accor member and your continued loyalty. We hope to have the pleasure of welcoming you back to Mantra on View for another enjoyable stay. Kind regards, Nick Bastion-Macdonald Assistant Manager

Dear Jodie, Thank you for taking the time to share your experience with us. I am pleased to hear that you found our team friendly and your room clean and comfortable. It is particularly wonderful to hear your kind words about our Chef and the care shown in accommodating your dietary requirements. We understand how important it is to feel confident that your needs are being looked after, and I will be sure to share your appreciation with the culinary team. I am sorry that your early departure made breakfast less convenient during your stay. We understand that breakfast arrangements can be challenging when travelling around an early schedule, and we appreciate your understanding. Thank you again for recognizing our team and for choosing to stay with us. We hope to welcome you back to Mantra on View Surfers Paradise on a future visit. Kind regards, Hetal Pindoriya Assistant Manager

Dear Christine, Thank you for taking the time to explain what happened during your stay. I am genuinely sorry that the room setup did not meet the needs of your work trip. Having a desk available but without a suitable chair or adequate lighting would understandably have been extremely frustrating, particularly when you needed to work in the room. I am pleased, however, that our night team member was able to assist by sourcing a chair and desk lamp for you. I will make sure your appreciation for his efforts is shared with the team. It is encouraging to know that he was able to make the situation more manageable, although I recognize that this should not have been something you needed to arrange after arriving. Your comments regarding the presentation and practicality of the workspace are valuable, and we will raise this with the relevant team for review. While individual rooms can differ in their furnishings and configuration, we understand that advertised features should provide a practical experience for guests who rely on them. I am sorry that this experience has left you feeling you would not return to Mantra. We appreciate your honest feedback and the opportunity to better understand where we fell short. Kind regards, Nick Bastion-Macdonald Assistant Manager

Dear Richard, Thank you for sharing your feedback with us. I am sorry that your stay did not provide the level of comfort and convenience you were hoping for, particularly during a business trip. I sincerely apologize for the disruption caused by the hot water issue during your arrival. I understand how frustrating it would have been to manage without adequate hot water until the following day. Your comments regarding the condition and presentation of the rooms are also appreciated, and I understand your desire for a more modern and refreshed environment. I am pleased to see that you enjoyed the breakfast and that our team made a positive impression. With regard to our restaurant and bar, operating hours are reviewed according to occupancy, demand and seasonal requirements, and we understand that the limited availability during your visit was inconvenient. There are also a number of dining options available within the surrounding precinct. I am also sorry to hear about the interruptions you experienced with the Wi-Fi. We appreciate you bringing this to our attention, as reliable connectivity is particularly important for guests travelling for business. Thank you again for your honest feedback. Your comments have been shared with the relevant teams and will assist us in identifying areas where we can continue to improve the guest experience. Kind regards, Hetal Pindoriya Assistant Manager

Dear Michael, Thank you for taking the time to share your feedback following your recent stay. I am pleased to hear that you found our team helpful and that their service made a positive impression during your visit. I am sorry, however, that several aspects of your stay were disruptive. In particular, I understand how frustrating an unreliable internet connection can be when travelling for business, and your comments regarding both the connection speed and ease of access are appreciated. We will share this feedback with the relevant team for review. I also apologise for the disturbance caused by the noisy heater during the night and the early morning construction noise. I appreciate how important a quiet and comfortable environment is, particularly when you are staying for work. Your comments regarding the size and equipment available in the gym are also noted and will be taken into consideration as we review our facilities. Thank you again for recognising the efforts of our team. We hope to have the opportunity to provide you with a more comfortable and restful experience on a future visit. Kind regards, Hetal Pindoriya Assistant Manager