Dear Steven, Thank you for taking the time to share your feedback. We sincerely apologise that your stay did not meet your expectations, particularly regarding the comfort of the bed and the noise from the air conditioning. We understand how important a comfortable bed and a peaceful environment are for a good night's sleep, and we are very sorry that you had to purchase your own mattress topper to improve your comfort. We are also disappointed to hear that our team was unable to assist you effectively with your request. This is certainly not the level of service we aim to provide, and your feedback regarding the bedding, air conditioning, and staff assistance will be shared with our management team for further review. Please accept our sincere apologies for the inconvenience and disappointment caused. We appreciate you bringing these matters to our attention and hope to have the opportunity to provide you with a much more comfortable experience in the future. Kind regards, Mantra Parramatta Management Team

Dear Jacob, Thank you for taking the time to share your detailed feedback. We are sincerely sorry to hear that your stay was such a disappointing experience. We understand that you chose to spend more than usual with the expectation of enjoying a higher standard of comfort and facilities, and we sincerely regret that we did not meet those expectations. We are particularly concerned by the issues you have raised regarding the condition of the pool and spa, cleanliness of the bathroom, air conditioning, damaged blind, and items left behind by a previous guest. These concerns are not acceptable and do not reflect the standards we aim to provide. Finding personal belongings from a previous guest in the room is especially disappointing and indicates that our room inspection process did not meet the standard required. We also apologise that when you reported the air conditioning issue, we did not provide a more proactive solution. While offering a fan was intended as immediate assistance, we understand that this did not address the underlying problem, particularly when the room temperature affected your ability to sleep comfortably. We acknowledge that alternative options, such as reviewing room availability or providing a more appropriate resolution, should have been considered. Your feedback has been escalated to our Housekeeping, Maintenance, Front Office, and Management teams for immediate review. This includes investigating the air conditioning performance, room presentation, bathroom condition, pool and spa facilities, and our response process when guests report issues. We also apologise for the confusion regarding the car park access after using the early check-out key drop. We understand how inconvenient it would have been to discover that the room key was required to access the car park. We will review the signage and communication provided to guests to ensure this process is clearer. We appreciate your positive feedback regarding the breakfast selection, but we recognise that the concerns with the accommodation and service significantly impacted your overall experience. As a valued ALL Classic member, we sincerely regret that we did not provide the quality, comfort, and recognition you should expect. Thank you again for bringing these matters to our attention. We take your feedback seriously and will ensure the relevant teams review the issues raised and take corrective action to improve the experience for future guests. We hope to have the opportunity to restore your confidence in Mantra Parramatta in the future. Kind Regards, Mantra Parramatta Management Team

Dear Mr G., Thank you for taking the time to share your feedback. We are pleased to hear that you had an overall positive business stay and that you found our team service exceptional. We truly appreciate your kind comments that our team members were all wonderful, and your 100/100 rating for our team will be shared with them as recognition of their efforts. We appreciate your honest feedback that small improvements could enhance the room experience. We sincerely apologise for the cleanliness issues you encountered, including the hair in the bathroom and marks or damage on the walls. These are not the standards we aim to provide, and your feedback has been shared with our Housekeeping and Maintenance teams for review and follow-up. We are pleased to hear that you found the check-in, check-out, and overall service experience positive. We value your feedback regarding the room condition and will continue working on improving the presentation and maintenance of our accommodation. Thank you again for being a valued ALL Classic member and for sharing your comments with us. We appreciate your support and look forward to welcoming you back for an even better stay in the future. Kind Regards, Mantra Parramatta Management Team

Dear Madisyn, Thank you for taking the time to share your detailed feedback. We are pleased to hear that you appreciated our convenient location and found the room comfortable. However, we are sincerely sorry that several aspects of your four-night stay did not meet your expectations. We apologise that the air conditioning did not provide sufficient comfort during your stay. We understand how important a comfortable room temperature is, particularly when staying for multiple nights, and your feedback has been shared with our Maintenance team for review. We also acknowledge your concerns regarding the housekeeping arrangements and towel availability. We understand that for a four-night stay with two adults, having only two towels available and no servicing or towel replacement during the stay would have been disappointing. We apologise if our housekeeping arrangements were not clearly communicated and will review how this information is provided to guests at the time of booking and arrival. We are also sorry about the inconvenience caused by the key card issue and the way this was handled. While there can be several reasons a key card may deactivate, we appreciate that the response should have included a more helpful explanation and an apology for the inconvenience rather than leaving you feeling dismissed. Your feedback has been shared with our Front Office team to reinforce the importance of empathy, ownership, and providing a better guest experience when issues arise. As a valued ALL Classic member, we sincerely regret that your stay did not reflect the level of service and comfort you should expect. We appreciate your positive feedback regarding the booking experience and your smooth check-out, but we understand that the concerns during your stay significantly affected your overall impression. Thank you again for bringing these matters to our attention. We will ensure the relevant teams review the concerns raised and take steps to improve the experience for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Ali, Thank you for taking the time to share such wonderful feedback. We are absolutely delighted to hear that you had an exceptional family stay and rated your overall experience 100/100. It is fantastic to know that you enjoyed our convenient location, accommodation, cleanliness, and the friendly service provided by our team. We are especially grateful for your kind recognition of Robina. It is wonderful to hear how much you appreciated her support and courteous manner both over the phone prior to your arrival and during your check-in. We will ensure your feedback is shared with Robina, as she is a true credit to our team and her commitment to providing outstanding service is greatly appreciated. We are also pleased to see your 100/100 ratings across all areas, including your booking experience, accommodation, cleanliness, team service, check-in, check-out, WiFi, and sustainability efforts. Thank you for being a valued ALL Gold member and for your 10/10 recommendation. Your kind words and continued support mean a great deal to us and we look forward to welcoming you and your family back to Mantra Parramatta for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Jonghyun, Thank you for taking the time to share your detailed feedback. Firstly, please accept our sincere apologies for the experience you encountered during your stay. We fully understand your frustration and disappointment, particularly as a valued ALL Platinum member who has chosen to stay with Accor and expects a consistent level of hospitality and recognition. We are very sorry that your room was not serviced as expected and that, when you attempted to contact Reception for assistance, you experienced difficulty getting through. We acknowledge that after multiple attempts to reach our team, being advised to come down to Reception yourself to collect towels was not the level of service we should provide. We understand your point that, regardless of membership status, guests should feel supported and cared for when they request assistance. We also apologise for the tone and manner in which this interaction was handled. While there may have been operational circumstances at the time, our team should always approach guest requests with empathy, ownership, and a willingness to assist. Your feedback regarding the communication and attitude experienced has been taken seriously and will be addressed with our Front Office team. We would also like to acknowledge your comments regarding your check-in experience and waiting time. We understand that arriving at a hotel and not receiving prompt acknowledgement can create a poor first impression. We are reviewing our staffing coverage and processes during peak periods to ensure we are better positioned to support our guests. I would also like to acknowledge that our Operations Manager, did attempt to contact you directly to discuss your concerns and apologise personally. We regret that we were not able to connect with you at the time, but we wanted to ensure you knew that your feedback was being taken seriously and that management was making an effort to address the matter directly. We appreciate that you are not looking for a scripted apology, and we agree that the focus must be on improvement and accountability. Your comments have been shared with our Front Office, Housekeeping, and Management teams to review our service standards, guest communication, housekeeping follow-up, and ALL member recognition procedures. We are also sorry that your experience as an ALL Platinum member did not reflect the recognition and care you should expect. We acknowledge your feedback regarding the welcome amenity and overall member recognition, and this will be reviewed with the relevant teams to ensure our loyalty members feel valued during every stay. While we are pleased that aspects of your stay, including your room upgrade and WiFi, met expectations, we fully understand that the service concerns significantly affected your overall experience and confidence in returning. Thank you again for your honest feedback. We sincerely regret that we fell short during your stay and appreciate the opportunity to review these issues. We hope to have the opportunity in the future to restore your confidence and provide the level of service and recognition you should expect from Mantra Parramatta and Accor. Kind Regards, Mantra Parramatta Management Team

Dear Marcia, Thank you for taking the time to provide such detailed feedback. Firstly, please accept our sincere apologies for the experience you had during your stay. We completely understand your disappointment, especially as you arrived looking forward to a relaxing break and instead experienced a lengthy wait, room concerns, and issues with the overall presentation of the property. We sincerely apologise for the delay you experienced during check-in. We understand how frustrating it would have been to wait for approximately two and a half hours after being advised that your room would be ready within 15–20 minutes and that you would receive a call. Regardless of how busy the hotel was due to the event period, we acknowledge that clearer communication and better management of expectations should have been provided. We are reviewing this feedback with our Front Office team to improve our processes during high-demand periods and ensure guests are kept informed. We are also very sorry that your room and the overall condition of the property did not meet your expectations. Your comments regarding the cleanliness of the carpets, bathroom presentation, bedding configuration, shower functionality, pool and spa condition, and elevator concerns have been taken seriously and shared with our Housekeeping, Maintenance, and Management teams for review and follow-up. We are particularly concerned by your comments regarding the pool and spa facilities. These areas should always be clean, safe, and inviting for our guests, and we apologise that they did not meet this standard during your visit. These facilities will be inspected and reviewed by the relevant teams. We also acknowledge your disappointment regarding the room not matching your expectations based on the online photos. We understand the importance of accurate guest expectations when booking, and your feedback has been shared with Management for review. While we are pleased that you found our location and parking convenient, we recognise that these positives were overshadowed by the issues you experienced. We understand that your overall impression was significantly impacted by the check-in experience, room condition, and facilities. Thank you for bringing these matters to our attention. We appreciate your honesty and the opportunity to review where we fell short. We sincerely regret that we did not provide the level of comfort, cleanliness, and service you expected, and we hope the actions taken following your feedback will help improve the experience for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Brooke, Thank you for taking the time to share your detailed feedback. Firstly, please accept our sincere apologies for the extremely disappointing experience you and your family encountered during your stay. We completely understand your frustration, particularly given the circumstances surrounding your arrival, the booking confusion, and the extended wait times during a very busy period. We sincerely apologise for the issues you experienced with your reservation and payment process. We understand how distressing it would have been to have multiple payments taken, receive multiple confirmations, and then arrive to discover that the booking details did not align with your expectations. We also acknowledge your frustration regarding the delay in resolving the refund matter. We appreciate that this caused unnecessary stress and uncertainty, and we are sorry that clearer communication was not provided throughout the process. We also recognise your concerns regarding the check-in experience. The long weekend and major event period created a very high volume of arrivals, however we acknowledge that this should not have resulted in guests experiencing excessive delays, confusion, or feeling unsupported. We are particularly concerned by your comments regarding guests being assigned rooms that were already occupied and the impact the long wait had on guests. Your feedback has been escalated to our Front Office Management team to review our procedures, staffing levels, and communication during peak arrival periods. We also apologise that your room presentation did not meet expectations, including the concern regarding the stained blanket. Cleanliness and room readiness are extremely important, and this has been shared with our Housekeeping team for review and follow-up. We are, however, grateful for your recognition of the gentleman who went above and beyond to assist you following the difficult arrival experience. We are pleased that he was able to provide some reassurance and support during your stay, and your kind comments will be shared with him. We understand that this was not simply a matter of a busy check-in period; it was the combination of booking issues, delays, communication concerns, and the overall handling of your arrival that significantly impacted your trust and confidence in Mantra Parramatta. As a valued ALL Classic member, we sincerely regret that your experience did not reflect the level of service and recognition you should expect. We appreciate your feedback and the opportunity to review where we fell short. Thank you again for bringing these concerns to our attention. We are taking your feedback seriously and will ensure the relevant teams review the issues raised to improve our processes and guest experience moving forward. We sincerely apologise for the frustration and disappointment caused. Kind Regards, Mantra Parramatta Management Team

Dear Amanda, Thank you for taking the time to share your feedback. We are pleased to hear that you had a comfortable stay and rated your overall experience 80/100. It is wonderful to know that you enjoyed the cleanliness of the room, the comfortable bed, and the overall quality of the property. We are also delighted to hear that you appreciated the recognition as an ALL Platinum member and that our team acknowledged your loyalty by offering a welcome amenity. Your continued support is greatly appreciated. We apologise, however, for the inconvenience caused by the continually running toilet. This is a maintenance issue that should be identified and resolved promptly, and your feedback has been shared with our Maintenance team for inspection and follow-up. We also appreciate your suggestion regarding decaffeinated coffee options and have shared this feedback with the relevant team for consideration. We acknowledge your comments regarding the check-in wait time. While we are pleased our team acknowledged you during a busy arrival period, we understand that a smooth and efficient arrival experience is important, and we will continue reviewing ways to improve service during peak times. Thank you again for your valuable feedback and for being a valued ALL Platinum member. We are pleased to hear you would stay with us again and look forward to welcoming you back to Mantra Parramatta. Kind Regards, Mantra Parramatta Management Team

Dear Rebecca, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed your stay overall and appreciated our convenient location and the quality of your apartment. It is great to know that you had a positive experience with your departure and that you would recommend us to others. We are, however, very sorry to hear about the cleanliness issue with the kitchenware. Finding dishes that were not properly cleaned is not acceptable and does not reflect the standard we aim to provide. We understand that guests staying in our apartments rely on the kitchen facilities being clean and ready to use. Your feedback has been shared with our Housekeeping team to reinforce our apartment inspection procedures and ensure all kitchen items are thoroughly checked and cleaned prior to each guest arrival. Thank you again for bringing this matter to our attention. We appreciate your honest feedback and hope to welcome you back for a more seamless and comfortable stay in the future. Kind Regards, Mantra Parramatta Management Team

Dear Ann, 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 appreciated our convenient location, good value, and easy booking experience, even when making a last-minute reservation. We are especially pleased to see your 100/100 ratings for your booking experience, check-in, accommodation, our team, check-out, and WiFi. Your kind comments about our pricing and service are greatly appreciated. We are sorry, however, to hear that the room had an unpleasant smell during your stay. We understand that room freshness is an important part of guest comfort, and your feedback has been shared with our Housekeeping team to review room preparation and inspection procedures. Thank you also for your positive comments regarding our sustainability efforts and for being a valued ALL Classic member. We truly appreciate your 10/10 recommendation and look forward to welcoming you back to Mantra Parramatta for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Naomi, Thank you for taking the time to share your feedback. We are pleased to hear that you had a comfortable stay and appreciated our convenient location and friendly service. It is wonderful to see your positive ratings for your accommodation, cleanliness, our team, check-out, and WiFi, with 100/100 ratings across these areas. We are sorry, however, that the housekeeping arrangements did not meet your expectations. We understand your disappointment, particularly as you were advised that housekeeping would be provided, but then needed to request towels on your third day. Your feedback has been shared with our Housekeeping and Front Office teams to review how housekeeping arrangements are communicated and followed through during a guest’s stay. We understand that clear communication and timely servicing are important, especially for guests staying for multiple nights. Thank you again for your 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 Anmar, Thank you for taking the time to share your feedback. We are sincerely sorry to hear that your stay did not meet expectations, particularly as a valued ALL Gold member. We acknowledge that several aspects of your experience, including the condition of the property, accommodation, cleanliness, breakfast, and service, fell below the standard we aim to provide. We are particularly concerned by your comments regarding the condition of the building and the cleanliness of the accommodation. We understand how important the presentation and comfort of the hotel are to the overall guest experience, and your feedback has been shared with our Housekeeping and Management teams for review and follow-up. We also apologise that the breakfast experience did not meet expectations. We acknowledge your concerns regarding the variety, service, and value for money. Your feedback has been shared with our Food & Beverage team to review the breakfast offering, service standards, and guest experience. We appreciate your comments regarding your arrival, departure, and interactions with our team. We are reviewing these areas to identify opportunities to improve communication and ensure our guests feel welcomed and supported throughout their stay. We understand that this experience has impacted your confidence in recommending us, and we sincerely regret that we did not deliver the level of service and recognition you should expect as an ALL Gold member. Thank you again for your honest feedback. We take your comments seriously and will ensure the relevant teams review the concerns raised to improve the experience for our future guests. Kind Regards, Mantra Parramatta Management Team

Dear Andrew, Thank you for taking the time to share your detailed feedback. We are pleased to hear that your stay met your needs overall and that you found the Accor ALL App booking process easy, our front desk welcome pleasant, and our parking rates reasonable. We appreciate your positive comments regarding these aspects of your experience. We acknowledge your feedback regarding the condition and presentation of the property. We understand your comments about the rooms, walls, hallways, elevators, and overall tired appearance, and we appreciate your honesty. Your feedback has been shared with our Management team as part of our ongoing review of property improvements and refurbishment priorities. We also note your comments regarding the parking layout, breakfast offering, and service consistency. We understand that while the breakfast was satisfactory, there are opportunities to improve the overall experience, and your feedback has been shared with our Food & Beverage team for review. We apologise that the WiFi experience did not meet expectations, particularly for a family stay where reliable connectivity is important. Your comments have been shared with our technical team for review. Thank you for being a valued ALL Gold member and for providing constructive feedback. We appreciate your support and hope to have the opportunity to welcome you back in the future and provide an improved experience. Kind Regards, Mantra Parramatta Management Team

Dear Jodii, Thank you for taking the time to share your feedback. We are delighted to hear that you had a very positive business stay and rated your overall experience 90/100. It is wonderful to know that you appreciated our great location, spacious accommodation, and the friendly service provided by our team. We are especially grateful for your kind recognition of our Assistant Manager. We are pleased to hear that he made such a positive impression during your stay, and your feedback will be shared with him as recognition of his efforts. Thank you for being a valued ALL Gold member and for your continued loyalty. We truly appreciate your 9/10 recommendation and look forward to welcoming you back to Mantra Parramatta for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Michael, Thank you for taking the time to share your feedback. We are delighted to hear that you had a very good stay and rated your overall experience 90/100. It is great to know that your short business trip was comfortable and that you were happy with your accommodation and overall experience. We appreciate your feedback regarding the wait during check-in. We understand that even during busy periods, a smooth and efficient arrival experience is important, especially for business travellers. Your comments have been shared with our Front Office team to review staffing support during peak arrival times and identify opportunities to reduce waiting times. We are pleased to see your positive ratings for the room, cleanliness, and service provided by our team. Thank you again for your recommendation, and we hope to welcome you back to Mantra Parramatta for your future business stays. Kind Regards, Mantra Parramatta Management Team

Dear Linda, Thank you for taking the time to share your feedback. We are pleased to hear that you continue to choose Mantra Parramatta and that you appreciated our convenient location close to shops. We also appreciate your kind comments regarding our team, with 100/100 ratings for check-in, our team, and check-out. We are sorry, however, that this stay did not provide the comfortable experience you have previously enjoyed with us. We understand how disruptive the train noise would have been, particularly when trying to sleep, and we apologise that the room location impacted your rest. While our central location does mean some external noise can occur, we are happy to note quieter room preferences where possible for future stays, subject to availability. We also apologise that the air conditioning did not provide sufficient cooling on arrival and that the lamps were not functioning correctly. These are important comfort items, especially during warmer weather, and your feedback has been shared with our Maintenance team for inspection and follow-up. We appreciate your continued loyalty as an ALL Classic member and understand that this stay did not reflect the standard you have come to expect from us. Thank you again for bringing these concerns to our attention, and we hope to have the opportunity to provide you with a more comfortable stay on your next visit. Kind Regards, Mantra Parramatta Management Team

Dear C., Thank you for taking the time to share your feedback. We are sorry to hear that your experience was impacted by the breakfast service during your business stay. We completely understand how important a timely breakfast service is for guests who have early commitments, and we sincerely apologise that the breakfast area was not ready at the advertised opening time of 6:30am. We acknowledge your concerns regarding the delay, as well as the lack of coffee, juice, and milk when breakfast was due to commence. This is not the level of preparation and service we expect to provide, particularly for guests travelling for business. Your feedback has been shared with our Food & Beverage team and management to review opening procedures, preparation standards, and team coordination to ensure this does not happen again. We are pleased to hear that you enjoyed your evening meals and that the restaurant service was good. We appreciate you recognising the positive aspects of your dining experience. We also acknowledge your feedback regarding your overall stay, including the accommodation, cleanliness, and WiFi. Your comments have been shared with the relevant teams for review and improvement. As a valued ALL Platinum member, we sincerely regret that your experience did not reflect the level of recognition and service you should expect. Thank you for bringing these concerns to our attention, and we hope to have the opportunity to provide you with a more seamless experience on a future visit. Kind Regards, Mantra Parramatta Management Team

Dear Stuart, Thank you for taking the time to provide such detailed feedback. Firstly, we would like to sincerely thank you for your continued loyalty and for choosing to stay with us frequently. We truly appreciate that our convenient location continues to bring you back, and we are sorry that the condition of the rooms and maintenance issues have affected your overall experience. We acknowledge your concerns regarding the ongoing maintenance matters, including the lift floor lights, unstable refrigerator, damaged wardrobe hinge, and the condition of the sofas. We understand your frustration, especially as a returning guest, and appreciate that seeing repeated issues during multiple stays can create the impression that improvements are not being prioritised. Your feedback has been shared with our Maintenance and Management teams for review and follow-up. We are also very sorry to hear about the cleanliness concerns you experienced, including finding an empty shoe box, rubbish left in the wardrobe, and hair in the bathroom. These are clear housekeeping oversights and are not the standard we expect for our guests. Your comments have been shared with our Housekeeping team, and we are reinforcing our room inspection processes to ensure greater attention to detail before every arrival. We also acknowledge your comments regarding the overall presentation and age of the rooms. We understand that while our location remains a strength, the condition and comfort of the accommodation are equally important to the guest experience. Your feedback regarding the furniture, including the sofas, has been noted and shared with Management as part of our ongoing review of property improvements. We appreciate your recognition that our team members are individually friendly and we will continue working with the team to ensure guests receive consistent service and support throughout their stay. As a valued ALL Gold member and frequent guest, we are particularly grateful that you have taken the time to provide honest feedback rather than simply choosing not to return. Your comments highlight areas where we need to improve, and we will ensure the relevant teams follow up on these concerns. Thank you again for your continued support and for helping us identify opportunities to improve the guest experience. We hope to have the opportunity to provide you with the level of comfort and quality you expect on your future stays. Kind Regards, Mantra Parramatta Management Team