Dear John, Thank you for taking the time to share your feedback. We are pleased to hear that you appreciated our convenient location near the railway station and found your room clean. We are, however, very sorry to hear about the issues you experienced with the air conditioning, particularly during warmer weather. We understand how important a comfortable room temperature is, especially for business travellers, and we appreciate that you also heard similar concerns raised by other guests during your stay. Your feedback has been escalated to our Maintenance and Management teams for review and investigation. We are particularly concerned that the air conditioning did not perform as expected and will ensure the system is inspected to identify any underlying issues. We sincerely regret that this experience has affected your confidence in staying with us during the summer months. We appreciate your honest feedback and hope we can address the air-conditioning concerns and have the opportunity to provide you with a more comfortable stay in the future. Kind Regards, Mantra Parramatta Management Team

Dear Andrew, Thank you for taking the time to share your feedback. We sincerely apologise for the frustration caused by the difficulty you experienced trying to obtain your receipt. We completely understand how important this document is for your work expenses, and it is unacceptable that you had to make numerous phone calls and send multiple emails without receiving a response. We acknowledge that your receipt was promised and should have been provided promptly following your departure. Regardless of how busy the hotel may be, our team should ensure requests such as this are properly followed up and resolved. We are also sorry that your overall experience was affected by the condition of the accommodation, limited services, and the early closure and selection at the bar. Your feedback has been shared with our Front Office, Housekeeping, and Food & Beverage teams for review. As a valued ALL Gold member, we particularly regret that the level of service and follow-up you received did not reflect the recognition and care you should expect. We sincerely apologise again for the inconvenience. We take your comments seriously and will review our communication and follow-up processes to ensure guests are not left chasing us for essential documentation such as invoices and receipts. Kind Regards, Mantra Parramatta Management Team

Dear Tony, Thank you for taking the time to provide such detailed feedback. We sincerely apologise that your recent stay did not meet expectations, particularly regarding the invoice, apartment facilities, television, and lift access. We understand your frustration, especially as you had specifically been advised that your invoice would be emailed after departure and then had to make several enquiries to obtain it. We agree that invoices should be provided promptly and without guests needing to follow up. We apologise for the inconvenience caused and have shared your feedback with our Front Office and Accounts teams to review our invoice process and ensure these requests are followed through more consistently. We also acknowledge your concerns regarding the description of our apartment kitchen facilities. We understand that the wording "full kitchen" can reasonably create an expectation that an oven and a broader range of cookware will be available. We are reviewing this feedback with Management to ensure our online descriptions accurately reflect the facilities provided and that guests have clear expectations before booking. Your comments regarding the television options are also appreciated. We understand that streaming and casting capabilities are increasingly expected, particularly by business travellers, and your feedback has been shared with Management for consideration. We also apologise for the inconvenience caused by the lift panel buttons not illuminating. We understand how confusing this can be, particularly when it gives the impression that your key card or selection has not worked. If this is a known issue, we agree that it should be clearly communicated and, where possible, rectified. Your feedback has been referred to our Maintenance team for follow-up. We are pleased that our team was able to assist you with the lift during your stay, and we appreciate your recognition of their efforts. However, we acknowledge that your overall experience, particularly your departure and invoice follow-up, fell short of expectations. As a valued ALL Silver member, we sincerely regret that this experience affected your confidence in the hotel and the loyalty programme. We appreciate your detailed and constructive feedback, and we will ensure the relevant teams review the concerns raised. Thank you again for bringing these matters to our attention. We hope to have the opportunity to provide you with a more seamless experience in the future. Kind Regards, Mantra Parramatta Management Team

Dear Adam, Thank you for taking the time to share your feedback. We sincerely apologise for the frustration and disappointment caused by the overcharge and the lack of follow-up. We understand how frustrating it must have been to spend an hour being transferred between teams, only to feel that responsibility was being passed from one person to another. Having then sent the requested email and followed up without receiving a response is certainly not acceptable. We acknowledge that, regardless of where the billing issue originated, we should have taken ownership of your concern and provided you with a timely resolution. You should not have had to repeatedly chase us for an answer. Your feedback has been escalated to our Front Office and Accounts teams for review, including the original charge, the communication you received, and the lack of follow-up after your email. We are also reviewing our escalation process to ensure billing concerns are properly tracked and responded to. We are pleased that your arrival, departure, and interactions with our team were otherwise rated positively, but we fully understand that an unresolved billing matter can significantly affect your overall impression and confidence in us. As a valued ALL Classic member, we are particularly sorry that your experience with our follow-up and member recognition fell so far below expectations. Please accept our sincere apologies for the inconvenience and frustration caused. Thank you for bringing this matter to our attention and giving us the opportunity to address where we have fallen short. Kind Regards, Mantra Parramatta Management Team

Dear Drew, Thank you for taking the time to share your feedback following your recent stay at Mantra Parramatta. It is wonderful to hear that you enjoyed your experience with us, particularly the service provided by our team and the complimentary parking. I will be sure to pass on your kind comments to the team, as feedback like this is always appreciated. Thank you also for highlighting the opportunity to improve our in-room television technology. We understand how useful it would be for guests to connect their personal devices and stream their own content, and this is certainly something we can consider as part of our ongoing room improvements. Thank you again for choosing Mantra Parramatta. We appreciate your support as an ALL member and look forward to welcoming you back on your next visit. Kind regards, Mantra Parramatta management team

Dear Adrienne, Thank you for taking the time to share your feedback. We are pleased to hear that you had a comfortable family stay and appreciated our convenient location, with easy access to transport and shopping. It is also wonderful to know that you found our team polite and helpful. We are especially grateful for your kind recognition of our Evening/Weekend Manager. We will certainly share your comments with them as acknowledgement of their friendly and helpful service. We also appreciate your positive feedback regarding our sustainability initiatives, particularly the availability of water and recycling bins in the rooms. It is great to know these initiatives contributed positively to your experience. Thank you again for choosing Mantra Parramatta. We look forward to welcoming you and your family back for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Tracey, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you and your family had a great stay and rated your overall experience 90/100. It is fantastic to know that you found the hotel comfortable and well positioned, and that our service was a highlight of your visit. We are especially pleased to see your 100/100 ratings for cleanliness, breakfast, our team, check-out, WiFi, and sustainability efforts. Your kind comments about our team and fantastic service will be shared with them as recognition of their efforts. We also appreciate your honest feedback that the property is a little dated, while still being comfortable and clean. We continue to review opportunities to refresh and improve the property. Thank you again for your 10/10 recommendation. We truly appreciate you choosing Mantra Parramatta and look forward to welcoming you and your family back for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Elyssa, Thank you for taking the time to share your feedback. We sincerely apologise for the experience you had during your stay, particularly regarding your arrival and the way your room number enquiry was handled. Providing an incorrect room number was an avoidable error, and we are especially sorry that, when you returned to Reception, the response you received was not accompanied by an appropriate apology or acknowledgement. We understand how frustrating this would have been. Your feedback has been shared with our Front Office Management team to reinforce the importance of accuracy, professionalism, and genuine service recovery when mistakes occur. We are also very concerned by your comments regarding the pool and spa facilities. Cleanliness and hygiene are extremely important, and your description of mould and the condition of these facilities is not the standard we expect. This has been escalated to our Maintenance and Management teams for immediate inspection and follow-up. As a valued ALL Gold member, we sincerely regret that your experience did not reflect the level of service and recognition you should expect. Thank you for bringing these concerns to our attention, and we hope to have the opportunity to provide you with a much better experience in the future. Kind Regards, Mantra Parramatta Management Team

Dear Lyla, Thank you for taking the time to provide such detailed feedback. We sincerely apologise for the experience you had, particularly regarding the service you received from our Front Office team. We understand how disappointing it would have been to feel that you were an inconvenience during check-in, especially after making several attempts to contact us beforehand regarding the car park height. We are particularly sorry to hear that you called five times, were placed on hold for extended periods, and were disconnected on two occasions. This is certainly not the level of communication or service we expect to provide, and we will be reviewing this with our Front Office team. We also apologise for the manner in which your check-in and check-out interactions were handled. Our team should always be welcoming, professional, and willing to assist, and sighing or appearing frustrated towards a guest is not appropriate. Your feedback has been shared with Front Office Management for follow-up and coaching. Regarding the security deposit, we are sorry that the expected timeframe has passed without the funds being returned. We understand your concern and appreciate that you were advised it would be returned within seven days. We will ensure this is followed up with the relevant team and that the status of the deposit is clarified. We are pleased to hear that you enjoyed the room and found our location convenient. We also acknowledge your comments regarding cleanliness and will share these with our Housekeeping team for review. We sincerely regret that the service you received overshadowed the positive aspects of your stay. Thank you for bringing these matters to our attention and giving us the opportunity to address them. We hope we can restore your confidence in Mantra Parramatta in the future. Kind Regards, Mantra Parramatta Management Team

Dear Basit, Thank you for taking the time to share your detailed feedback. We are sincerely sorry that your arrival experience was so disappointing, particularly as a valued ALL Gold member. We understand how important the first interaction at Reception is, and we regret that you did not receive the warm, professional, and welcoming service you should expect from us. We are particularly concerned by your comments regarding the way your ALL Gold status and room upgrade were discussed. Even where an upgrade may not be available or applicable, this should always be communicated politely and professionally. We also acknowledge that the information provided at check-in, including the location of the lifts and check-out time, should have been delivered in a much more helpful and welcoming manner. We have shared your feedback with our Front Office Management team for review and follow-up. We will reinforce the importance of professional communication, appropriate ALL member recognition, and ensuring guests receive all relevant information during check-in. We also acknowledge your comments regarding the room odour and the condition of the carpets in the lobby. While we understand that the property is an older building, we appreciate that these areas still contribute to the overall guest experience and your feedback has been shared with the relevant teams for consideration. We are sorry that this interaction has left you with such a negative impression of Mantra Parramatta and Accor. We truly value your loyalty as an ALL Gold member, particularly as you have given the loyalty programme a 10/10 rating, and we regret that your experience at our property did not reflect the standards you associate with Accor. Thank you again for bringing this matter to our attention. We take your feedback seriously and will use it to reinforce our service standards and improve the experience for our guests. Kind Regards, Mantra Parramatta Management Team

Dear Mel, Thank you for taking the time to share your feedback. We sincerely apologise that your stay was disrupted by Housekeeping knocking on your door at 7:30am. We completely understand how frustrating this would have been, particularly after a late night out when you were expecting to rest and enjoy a comfortable morning. We also apologise that when you raised your concern, it was dismissed as a misunderstanding. Regardless of the circumstances, your concern should have been acknowledged with understanding and an appropriate apology. We recognise that the way this was handled added to your disappointment. Your feedback has been shared with our Housekeeping and Front Office teams to reinforce appropriate servicing times and the importance of checking guest departure information before approaching occupied rooms. We are also reviewing how guest concerns are handled to ensure they are listened to and addressed with genuine care. We are pleased to see that you enjoyed your welcome drink and had a positive experience with our bar team. However, we understand that being woken so early significantly affected your overall stay. As a valued ALL Silver member, we sincerely regret that your experience did not reflect the level of consideration and service you should expect. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a more restful and enjoyable stay in the future. Kind Regards, Mantra Parramatta Management Team

Dear Andrew, Thank you for taking the time to provide such detailed feedback. We sincerely apologise that your stay fell short of the standard you expected, particularly given the information you received regarding the room facilities before arrival. We understand how disappointing it would have been to be advised that your room would include a walk-in shower and certain apartment facilities, only to find that the room provided did not match those expectations. We are particularly concerned about the lack of hot water, especially as the issue continued for several hours and ultimately required you to wait until the following day for it to be resolved. We sincerely apologise for the inconvenience this caused. We also acknowledge your detailed comments regarding the apartment facilities, including the small refrigerator, lack of functional freezer, limited crockery and cutlery, absence of cookware and utensils, microwave door, lack of toaster, and limited room presentation and storage features. We understand that when booking apartment-style accommodation, guests reasonably expect the facilities to support basic self-catering. Your feedback has been shared with Management and our relevant operational teams for review. We are also sorry for the confusion surrounding your request for a walk-in shower. We understand that you received different information from the reservation centre, events team, and Reception. This should have been clarified before your arrival, and we apologise for the inconvenience and disappointment caused. We will review how specific room requirements are communicated between our Reservations, Events, and Front Office teams to prevent similar situations. We also acknowledge your comments regarding the wait at Reception and appreciate your feedback about ensuring the desk is adequately staffed and attended, particularly during busy periods. We are pleased that you found the room clean, the WiFi satisfactory, and our team generally helpful. However, we recognise that the accommodation facilities, hot water issue, and booking communication significantly affected your overall experience. Thank you again for your constructive feedback and for being a valued ALL Classic member. We take your comments seriously and will ensure the relevant teams review the concerns raised to identify opportunities for improvement. Kind Regards, Mantra Parramatta Management Team

Dear Anne, Thank you for taking the time to provide such detailed feedback. We sincerely apologise that your room was not properly cleaned and that you encountered issues including hair in the bathroom, residue in the bath, a dirty microwave and stovetop, and dust throughout the room. This is completely unacceptable and falls well below the cleanliness standards we expect to provide. We also apologise that, as Housekeeping had finished for the day, we were unable to immediately clean the original room. We understand how disappointing this must have been, particularly after you had already provided photographs to Reception. We are pleased, however, that our evening Reception team member was able to assist by arranging a room move and that her attentive and apologetic approach helped during what was otherwise a frustrating experience. We will certainly share your kind recognition with her, as it is wonderful to know that she took ownership of the situation and did her best to assist you. We are also sorry that the replacement room still required further attention. Your feedback has been escalated to our Housekeeping and Management teams for immediate review. We are reinforcing our room inspection procedures to ensure apartments are thoroughly checked and cleaned before being released for arrival, including all bathroom and kitchen areas. We recognise that cleanliness was a major concern during your stay and sincerely regret that we did not provide the standard you expected. Thank you again for bringing this to our attention and for acknowledging the efforts of our evening Reception team member. We will ensure the relevant teams follow up on the issues raised to prevent a similar experience for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Audrey, Thank you for taking the time to share your detailed feedback. We are sorry to hear that your stay did not meet expectations, particularly regarding the cleanliness and condition of the accommodation. We acknowledge your concerns about the bathroom, mould, dust around the air vent, and overall room presentation. This is not the standard we aim to provide, and we sincerely apologise that you were left feeling uncomfortable. We also understand your preference for a duvet rather than a blanket and appreciate your feedback regarding bedding standards. Your comments have been shared with our Housekeeping and Management teams for review. We are also sorry that you experienced difficulty finding a team member at the restaurant entrance and felt our service was understaffed. We understand how this can affect the overall dining experience, and your feedback has been shared with our Food & Beverage team to review staffing and service coverage. Your comments regarding WiFi speed have also been noted and will be shared with the relevant team for review. Thank you again for bringing these matters to our attention. We sincerely apologise that your experience fell short of expectations and will ensure the relevant teams follow up on the concerns raised. Kind Regards, Mantra Parramatta Management Team

Dear Laura, Thank you for taking the time to provide such detailed feedback. We are truly sorry and concerned to hear about the condition of the accommodation and your experience during your stay. The concerns you have raised regarding cockroaches in the room, food residue on supposedly clean plates, uncleared breakfast tables, and the overall condition of the rooms are extremely disappointing and are not the standards we expect to provide. We take these matters very seriously, particularly the hygiene and pest concerns. Your feedback has been escalated to our Housekeeping, Food & Beverage, Maintenance, and Management teams for immediate investigation and action. We will be reviewing the room condition, pest-control procedures, kitchen and breakfast cleaning practices, and the inspection processes that should ensure facilities are properly maintained and presented to our guests. We also apologise for the breakfast experience. Clean crockery should always be readily available, and tables should be cleared promptly to ensure guests can comfortably enjoy their breakfast. Your comments regarding this have been raised directly with our Food & Beverage management team. We are particularly grateful for your recognition of Sagar at Front Desk. We are pleased that he provided a positive experience despite the other concerns you encountered, and we will make sure your kind comments are shared with him. As a valued ALL Platinum member, we sincerely regret that your stay did not reflect the level of quality, cleanliness, and recognition you should expect. We understand that this experience has significantly affected your confidence in the property, and we do not take your comments lightly. Thank you again for bringing these serious concerns to our attention. We are committed to ensuring the relevant teams investigate the matters raised and take appropriate corrective action. We sincerely apologise for the disappointment and inconvenience caused during your family stay. Kind Regards, Mantra Parramatta Management Team

Dear Arthur, Thank you for taking the time to share your feedback. We are delighted to hear that you had a very positive stay and rated your overall experience 90/100. It is wonderful to know that you enjoyed the room and amenities and found our team friendly and helpful, with 100/100 ratings for cleanliness, our team, check-in, and check-out. We particularly appreciate your thoughtful feedback regarding the shower-over-bath configuration. We completely understand that stepping into a bath to shower can become increasingly difficult and less comfortable, particularly for our mature guests. We appreciate your suggestion of a walk-in shower with an appropriate safety rail and will share this feedback with Management as part of our ongoing review of accessibility and room improvements. We are also pleased to hear that your booking arrangements were handled smoothly and that you enjoyed the breakfast selection. Thank you again for your valuable feedback and for being a valued ALL Classic member. We appreciate your recommendation and look forward to welcoming you back for another comfortable stay. Kind Regards, Mantra Parramatta Management Team

Dear Michael, Thank you for taking the time to share your feedback. We are sincerely sorry to hear about your disappointing experience, particularly regarding the duplicate charge for your room. We understand how frustrating and concerning it would be to discover that you had been charged twice, and we apologise for the inconvenience this caused. We are pleased that your check-in and accommodation were generally satisfactory, but we acknowledge that the payment issue significantly affected your overall experience, particularly your departure. Your feedback has been shared with our Front Office and Accounts teams to review the circumstances surrounding the duplicate charge and reinforce our payment verification procedures to help prevent this from happening again. As a valued ALL Classic member, we sincerely regret that this issue affected your confidence in us. We appreciate you bringing it to our attention and hope to have the opportunity to provide you with a smoother experience in the future. Kind Regards, Mantra Parramatta Management Team

Dear Mr R., Thank you for taking the time to provide such detailed and candid feedback. Firstly, please accept our sincere apologies for the experience you and your wife encountered during your stay. We are particularly concerned about the water leak and the fact that your wife slipped as a result. While we are grateful that our team was able to assist promptly and relocate you to an adjacent room, we recognise that this should never have occurred and understand the distress and disruption it caused. We also acknowledge the extensive concerns you have raised regarding the condition of the property, including the stained carpets, water-damaged cabinetry, kitchen equipment, refrigerators, curtains, furniture, bedding, and pest concerns. Your comments have been taken seriously and shared with our Management, Maintenance, and Housekeeping teams for review and follow-up. We are equally sorry to hear about your experience with breakfast. Your comments regarding the temperature, consistency, quality of ingredients, preparation, and availability have been shared with our Food & Beverage management team for review. Most importantly, we are very grateful for your recognition of our Front Office and service teams. Your kind comments regarding Saga, Rabina, our other Front Office team member, Housekeeping, and the service staff mean a great deal to us. It is particularly appreciated that, despite the concerns with the property itself, you felt our team genuinely tried their best to assist and recognise you as an ALL member. We will certainly share your kind words with them. We also acknowledge your comments regarding the overall condition and presentation of the property. We understand your frustration that ongoing maintenance and refurbishment concerns can affect the overall guest experience, and your feedback has been escalated to Management for consideration as part of our broader property improvement planning. Regarding the compensation and refund we discussed, I would also like to sincerely apologise for the delay in getting this resolved. Sophia, the Front Desk Manager you spoke with during your stay, will be contacting you directly via email regarding the compensation and refund as discussed. She will follow up with you personally and provide you with the relevant information regarding the next steps. Mr R., we sincerely regret that the condition of the property overshadowed the positive service you received from our team. We appreciate your patience while we work through the compensation process and sincerely apologise again for the delay. Thank you for your continued support as an ALL Classic member and for taking the time to provide such comprehensive feedback. We hope that by addressing the concerns you have raised and following through with the agreed compensation, we can demonstrate that your feedback has been taken seriously. Warm regards, Mantra Parramatta Management Team

Dear Mr C., Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet expectations, particularly regarding the condition and comfort of the accommodation. We acknowledge your concerns that the room felt dated and warm, and that the air conditioning was not operating as effectively as it should have. We also sincerely apologise for the cleanliness issue you encountered, particularly finding hair in the bath. This is not the standard we expect, and your feedback has been shared with our Housekeeping and Maintenance teams for review and follow-up. We understand your comments regarding the overall value for money and the condition of the property. Your feedback has also been shared with Management as part of our ongoing review of maintenance and property improvement priorities. We are, however, very pleased to hear that our team provided excellent service, with 100/100 ratings for both our team and your arrival and departure experiences. Your recognition of our staff is greatly appreciated and will be shared with them. Thank you again for your honest feedback and for being a valued ALL Classic member. We sincerely regret that the condition of the accommodation did not reflect the standard you expected, and we hope to have the opportunity to provide you with a more comfortable experience in the future. Kind Regards, Mantra Parramatta Management Team