Dear Lisa, Thank you for such lovely feedback. We are delighted to hear that you enjoyed your stay and appreciated our convenient location, clean and comfortable rooms, and event facilities. It is wonderful to know that our team helped make your experience so enjoyable. Your kind words about Paula are especially appreciated. We are thrilled that her attentive and accommodating service made such a positive impression throughout your booking process. We will also share your compliments with our reception team and the restaurant team member who went out of their way to assist with dining recommendations. They will be very pleased to know their efforts were valued. Thank you for recognizing the dedication of our team. We truly appreciate your support and look forward to welcoming you back to Mantra on View Surfers Paradise for another memorable stay. Kind regards, Hetal Pindoriya Assistant Manager

Dear Abdul H., Thank you for sharing your feedback with us. We are delighted to hear that you and your family enjoyed a comfortable and pleasant stay at Mantra on View Surfers Paradise. It is especially rewarding to know that our reception team member made such a positive impression through his welcoming manner and excellent customer service. We will be pleased to share your kind words with our team. Thank you also for your comments regarding breakfast. We understand that variety and personal preferences play an important role in the overall guest experience, and your feedback will be shared with our culinary team as we continue to review our Australian style breakfast offering. We truly appreciate your support and hope to welcome you and your family back for another enjoyable stay. Kind regards, Hetal Pindoriya Assistant Manager

Dear Claire, Thank you for sharing your feedback with us. I am pleased to hear that you found your accommodation clean and comfortable and appreciated our convenient location close to the beach and surrounding attractions. However, I am genuinely sorry that your check in experience left you feeling unwelcome. We want every guest to feel greeted with warmth, respect and a willingness to help from the moment they arrive. It is disappointing to learn that the interaction you described did not reflect the level of service we aim to provide, and we appreciate you bringing this to our attention. I also understand your disappointment regarding the absence of a swimming pool. While we do not advertise pool facilities at Mantra on View, we recognize that amenities can influence expectations when choosing accommodation. Thank you for acknowledging the positive aspects of your stay while also highlighting where we fell short. Your comments are valuable, and we will use this feedback to reinforce the importance of courteous and attentive service at reception. Kind regards, Hetal Pindoriya Assistant Manager

Dear Kaajal, Thank you for sharing your feedback with us. I am sorry to hear that your family stay was not as comfortable as you had expected, particularly regarding the room size for three guests. We understand how important it is to have sufficient space when travelling with family, and we appreciate your concerns about the suitability of the accommodation for your party. Room requests and arrangements are noted and accommodated where possible, subject to availability, and we regret that the room provided did not meet your expectations. We are also sorry that other aspects of your stay, including cleanliness and breakfast, fell short of what you had hoped for. Your comments are valuable and help us identify areas where we need to pay closer attention to the guest experience. Thank you for bringing these concerns to our attention. We regret that your stay did not provide the comfort you were looking forward to and appreciate the opportunity to learn from your feedback. Kind regards, Hetal Pindoriya Assistant Manager

Dear Brett, Thank you for taking the time to share your experience. I am sorry that your stay left you feeling so disappointed, particularly given the disruption to your original family travel arrangements and the additional effort you had to make to secure alternative accommodation. I understand your frustration with the room amenities, including the limited cutlery and the absence of crockery, a microwave and basic cleaning items. We appreciate that these practical details can make a considerable difference to the comfort and convenience of a stay, especially when travelling with family. I am also sorry that the restaurant operating hours and the absence of room service did not meet your expectations. Our restaurant hours are reviewed in line with occupancy, business demand and seasonal requirements, and we recognize that the available dining options may not have suited your needs during this visit. We are particularly concerned to hear that you are still awaiting the $300 difference in accommodation costs following the changes to your original booking. We understand how frustrating it is to have an unresolved financial matter after an already stressful experience, and we apologize for the inconvenience this has caused. Your feedback is important to us, and we regret that we did not provide the comfortable and convenient experience you expected. Thank you for bringing these concerns to our attention. Kind regards, Hetal Pindoriya Assistant Manager

Dear Cristina, Thank you for choosing Mantra on View for your recent stay. We are delighted to hear that you enjoyed our convenient location and comfortable accommodation, even if your visit was a brief one. It is especially lovely to know that our manager was helpful and made a positive impression. I will be sure to share your kind words with them. We look forward to welcoming you back for a longer stay next time, so you can enjoy more of what Surfers Paradise has to offer. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Jodie, Thank you for taking the time to share your experience with us. I am sorry that your stay, particularly while attending a workshop at the hotel, did not provide the comfort and convenience you had anticipated. I understand how frustrating it must have been to incur additional parking costs while waiting to check in, especially after contacting us beforehand to discuss your arrival arrangements. While early check in and parking requests are subject to availability and cannot be guaranteed, I appreciate the inconvenience this caused you and your husband. I am also concerned to hear about the condition of the room, including the stained flooring, television that was not working and the uncomfortable condition of one of the beds. These issues would understandably have affected your ability to relax after a long day, and I regret that we did not meet your expectations. I am sorry that assistance was not available to resolve the television issue that evening. Furthermore, I apologize that you did not receive a response to your subsequent email regarding your concerns. We recognize the importance of acknowledging our guests' feedback and responding in a timely and considerate manner. Thank you for bringing these matters to our attention. Your comments regarding room maintenance, arrival arrangements and communication are taken seriously, and we regret that your experience fell short of the standard you expected from Mantra on View. Kind regards, Hetal Pindoriya Assistant Manager

Dear Tegan, Thank you for your lovely feedback! We are so pleased to hear that you and your family enjoyed your stay, especially the ocean views, nearby patrolled beach, and easy walk to Cavill Avenue. It is wonderful to know that you also enjoyed our breakfast buffet and found our team welcoming and friendly. We appreciate you choosing Mantra on View and hope to have the pleasure of welcoming you and your family back for another enjoyable Gold Coast getaway. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Michael, Thank you for taking the time to share your feedback, and for returning to stay with us for a third time. I am sorry your arrival did not start smoothly. When we ask to take a card at check in, it is so we can match the details for compliance purposes, and the card is handed straight back. I understand that request can come across as unsettling if it is not explained well, and I am sorry it was not communicated more clearly in the moment. On the bond, a $200 preauthorisation is taken on arrival as a security deposit. It is a temporary hold rather than a charge, so it is not refunded in the usual sense. It is released automatically at approximately 5:00am on the day after departure, and funds generally become available again within 24 to 48 hours, depending on your bank. This means the timing is linked to your departure date and can vary between banks, and I can see how that might have been different to what you understood on arrival. You will also not usually see a separate refund transaction, because the hold is simply lifted. I appreciate you raising both points, and I will make sure our front desk team continues to explain the card and bond process clearly at check in. Thank you again for your honest feedback, and for choosing Mantra on View again. Kind regards, Liam Campbell Assistant Manager

Dear Vijayalakshmi, Thank you for sharing your feedback. We are pleased to hear that you found our location convenient, although we are sorry that the surrounding nightlife noise affected your ability to rest, particularly while travelling for business. We understand how important a peaceful night's sleep is, and we appreciate your comments regarding sound insulation. We also acknowledge your feedback about ease of access and WiFi connection speed, as reliable connectivity is especially important for business travellers. Your comments are valuable and will be shared with the relevant teams for review. Kind regards, Nick Bastion-Macdonald Assistant Manager

Dear Fran, Thank you for such a warm review. It is wonderful to hear the location ticked every box for you, with the beach, public transport and so many restaurants all so close by. I am also glad check in and check out felt quick and easy, and that our team were able to help when you reached out by email. Knowing that someone took the time to point you in the right direction is exactly what we like to hear. We hope to welcome you back to Mantra on View on your next visit. Kind regards, Liam Campbell Assistant Manager

Dear Katie, Thank you for sharing your feedback with us. We are delighted to hear that you enjoyed your room and the amazing views during your stay. We are sorry that the spa bath was not working as expected, particularly as it was part of the experience you were looking forward to. We appreciate you bringing this to our attention and hope to have the opportunity to welcome you back for an even more enjoyable stay next time. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Efren, Thank you for your lovely feedback. We are delighted to hear that you enjoyed our convenient location and the easy access to the surrounding amenities. It is wonderful to know that our location helped make your stay enjoyable, and we hope to welcome you back to Mantra on View again soon. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Wenwei, Thank you for sharing your feedback with us. We appreciate your understanding of how busy our team can be, although we are sorry that some areas of dust were overlooked during your stay. Your comments are valuable and help us maintain our attention to detail. We also understand your disappointment regarding the changes in room rates after booking. It is wonderful to know that you have enjoyed positive experiences with Mantra in the past, and we regret that this visit did not leave you with the same impression. We hope to have another opportunity to provide you with a more satisfying stay. Thank you for choosing Accor as your holiday accommodation provider! Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Francois, Thank you for sharing your feedback. I am sorry to hear that your arrival experience was frustrating and that the conditions were not at your expectations. We understand how important a smooth check in and a comfortable, fresh room are to an enjoyable visit. Your comments are taken seriously, and we appreciate you bringing these concerns to our attention as they help us identify areas that require closer attention. We regret that your experience fell short of expectations. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Jantima, Thank you for taking the time to share this, and I am sorry your six night stay left you feeling so frustrated. Having your room go unserviced on your last day is not what we want for any guest, and I appreciate you raising it. Our duty manager arranged fresh towels and waived one night of parking as a goodwill gesture, and I am glad that was appreciated, though I understand it did not take away the disappointment of the missed service. I also understand the billing felt confusing. Because your stay was made up of three back to back bookings, a security bond preauthorisation was required for each one on arrival. These are temporary holds rather than charges, and each is released automatically at approximately 5:00am on the day after that booking ends. Funds generally become available again within 24 to 48 hours depending on your bank, and because a hold is released rather than refunded, you will not usually see a separate refund transaction. With several bookings in a row, I can see how your statement could look more complicated than it really was. Our duty manager walked you through all of the charges and provided your invoices, and I hope that helped bring some clarity. Your comments about how our team is organised and how our systems work are being shared with our management team for review. Thank you again for your honest feedback. Kind regards, Liam Campbell Assistant Manager

Dear Anthony, Thank you for sharing your feedback with us. We are pleased to hear that you enjoyed our convenient location and had a positive experience with our reception team, particularly with the helpful parking advice. We understand your comments regarding the room facilities and appreciate that having a microwave would have added to your convenience. We also recognize that guests have different expectations when it comes to room amenities and overall value. Your feedback is appreciated, and we hope to have the opportunity to welcome you back for another comfortable stay. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Branka, Thank you for taking the time to share such thoughtful feedback about your stay with us. We are delighted that you enjoyed the spectacular beach and city views, our breakfast buffet and the warm service provided by our team. It is especially rewarding to hear that our team member who replaced your kettle made such a positive impression through his friendly and accommodating approach. We will be sure to share your kind words with the team. We are sorry, however, that aspects of the room and bathroom condition, the stuffy smell and the noise from the surrounding area and hallways affected your comfort. We understand how these details can make a difference to the overall experience, and we appreciate you bringing the specific maintenance concerns to our attention. Your observations are valuable as we continue to review the condition of our rooms and identify areas for improvement. Thank you again for recognising both the positives and the areas where we fell short. We hope to have the pleasure of welcoming you back for a more comfortable and enjoyable stay in the future. Kind regards, Nick Bastion Macdonald Assistant Manager

Dear Daryl, Thank you for sharing your thoughts, and I am so glad you had a nice time with us. It is great to hear you enjoyed the breakfast too, as our team puts a lot of care into offering a generous spread to start the day. We would love to welcome you back to Mantra on View next time you are on the Gold Coast. Kind regards, Liam Campbell Assistant Manager