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

Dear Shakira, Thank you for taking the time to share your feedback. We are sincerely sorry to hear that your stay did not meet expectations. We understand how disappointing it would have been to arrive expecting a straightforward check-in, only to be surprised by the additional security deposit requirement and then experience concerns with the condition and comfort of the room. We apologise that the $200 security deposit was not clearly communicated prior to your arrival. While the security deposit is a standard pre-authorisation process used to cover incidental charges or potential damages, we understand that guests should be made aware of this before check-in to avoid any unexpected concerns. We are reviewing how this information is communicated through our booking channels and at arrival. We are also very sorry that the room cleanliness, air conditioning, and noise levels affected your stay. These are important elements of guest comfort, and the issues you experienced are not the standard we aim to provide. Your feedback has been shared with our Housekeeping and Maintenance teams for review and follow-up, including the room condition, air conditioning performance, and opportunities to improve the overall guest experience. We also acknowledge your comments regarding the WiFi connection and will share this with our technical team for further review. We understand that your arrival experience set a disappointing tone for your stay, and we apologise that we did not provide the welcoming and comfortable experience you expected. Thank you again for bringing these concerns to our attention. We appreciate your feedback as an ALL Classic member and will ensure the relevant teams review the issues raised to improve our service standards moving forward. Kind Regards, Mantra Parramatta Management Team

Dear Candice, Thank you for taking the time to share your detailed feedback. Firstly, please accept our sincere apologies for the experience you and your daughter had during what should have been a special and memorable first solo hotel trip. We completely understand how disappointing and stressful it would have been to return from her first concert late at night, only to find that the secure parking you had paid for was unavailable. We sincerely apologise for the inconvenience caused by having to find alternative parking, attempt to contact Reception through the available channels, and then come into the hotel at midnight with your daughter to seek assistance. We understand that after a late night out, the last thing you should have had to deal with was uncertainty around parking and delays getting settled into your room. While parking availability can sometimes be impacted during peak periods, we acknowledge that clearer communication and better support should have been provided. Your feedback regarding the after-hours response and problem-solving from our team has been shared with our Front Office and Management teams to review our processes and ensure guests receive better assistance when unexpected issues occur. We are also very sorry to hear about the condition of your room. The concerns you raised regarding hair in the bathroom, cleanliness issues, and the television not working are not acceptable and do not reflect the standards we aim to provide. Your feedback has been escalated to our Housekeeping and Maintenance teams for immediate review and follow-up. We also apologise that the resolution offered did not make you feel adequately supported. We understand that this was not simply about the parking issue itself, but the overall inconvenience and the impact it had on your experience with your daughter. We will review the handling of this matter, including the follow-up regarding the parking refund. We appreciate your feedback as an ALL Classic member and sincerely regret that your stay left such a negative impression. We understand your disappointment and apologise that we did not provide the safe, comfortable, and seamless experience you expected. Thank you again for bringing these concerns to our attention. We will ensure the relevant teams review the issues raised and take steps to improve our guest experience moving forward. Kind Regards, Mantra Parramatta Management Team

Dear Roscoe, 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 found our team friendly and your room comfortable, and we are especially pleased with your 100/100 rating for our team. Thank you for recognising our Reception team member who assisted you on 21 September at 5:00pm. We truly appreciate your kind comments and will share this feedback with her. We also acknowledge your comment regarding the busy period at Reception and will continue to review staffing support during peak arrival times. We are sorry, however, to hear about the leaking toilet and the condition of the towels. These are not the standards we aim to provide, and your feedback has been shared with our Maintenance and Housekeeping teams for follow-up. We will ensure the toilet issue is inspected and that towel quality and replacement schedules are reviewed. We also appreciate your feedback regarding WiFi speed and will continue to look for opportunities to improve connectivity for our guests. Thank you again for being a valued ALL Gold member and for your 10/10 recommendation of our loyalty programme. We truly appreciate your support and look forward to welcoming you back to Mantra Parramatta for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Steven, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had an excellent family stay and rated your overall experience 100/100. It is fantastic to know that you enjoyed our convenient location, cleanliness, and the comfort of your accommodation. We are especially pleased to see your 100/100 ratings across booking, check-in, accommodation, cleanliness, breakfast, our team, and check-out. Your kind recognition of our team and your 10/10 recommendation mean a great deal to us. Thank you for being a valued ALL Classic member and for choosing Mantra Parramatta. We truly appreciate your support and look forward to welcoming you and your family back for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Samara, Thank you for taking the time to share such detailed feedback. We are pleased to hear that you had a comfortable stay and appreciated our convenient location near the train station. It is wonderful to know that you enjoyed the thoughtful touches in the room, including the wireless charging station and the unique ginger-scented bathroom amenities. We appreciate your kind comments regarding these features. We also appreciate your positive feedback regarding our sustainability initiatives. We are glad to hear that the recycling facilities and clear communication around our environmental efforts helped you participate easily during your stay. We acknowledge your feedback regarding the room lighting and the overall presentation of some facilities. We understand that lighting plays an important role in creating a comfortable and welcoming environment, and we are sorry that the room lighting did not meet your expectations. Your comments have been shared with our Management and Maintenance teams for review as part of our ongoing improvement planning. We also note your comments regarding the lift buttons not illuminating correctly. We apologise for the inconvenience this caused and have referred this to our Maintenance team for investigation. Thank you again for your constructive feedback and for being a valued ALL Classic member. We appreciate your positive comments as well as the areas you have highlighted for improvement, and we hope to welcome you back for an even more comfortable stay in the future. Kind Regards, Mantra Parramatta Management Team

Dear Wendy, Thank you for taking the time to share your feedback. We are pleased to hear that you had a positive business stay and rated your overall experience 80/100. It is great to know that you appreciated our convenient location, particularly when travelling by train, and that you found your room clean and comfortable. We are especially pleased to see your 100/100 ratings for cleanliness and our team, as well as your positive feedback regarding breakfast and your smooth check-in experience. We appreciate your honest comment regarding the bed comfort. We understand that a good night’s sleep is an important part of any stay, and your feedback has been shared with our Management team for consideration as part of our ongoing review of guest comfort. Thank you for being a valued ALL Classic member and for choosing Mantra Parramatta. We appreciate your feedback and look forward to welcoming you back for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Linda, 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 fully understand your disappointment, particularly as you selected your accommodation based on the room features advertised through the Accor app, including the king-size bed and bathtub. Arriving to find that the room did not match your booking expectations would understandably be frustrating, especially while travelling for business. We would like to acknowledge the positive feedback you provided regarding the second receptionist who assisted you. We appreciate that she made an effort to help resolve the situation and find an alternative room. However, we recognise that the replacement room still did not meet your expectations and that the overall resolution was not sufficient. We are particularly concerned about the condition of the replacement room, including the stained carpets, unpleasant odour, stained blanket, air-conditioning issues, loose bathroom tiles, rusty shower chair, and cupboard door issue. These matters are not acceptable and do not reflect the standard we aim to provide. Your feedback has been escalated to our Housekeeping and Maintenance teams for immediate review and follow-up. We will ensure the room condition, linen standards, bathroom safety, and maintenance concerns are thoroughly inspected and addressed. We also apologise that your initial arrival experience did not feel welcoming or supportive. When a guest encounters a booking discrepancy, our team should take ownership, communicate clearly, and do their best to provide a suitable solution. We will be reviewing this feedback with our Front Office team to reinforce the importance of empathy, professionalism, and effective service recovery. Regarding the room allocation, we are also reviewing how the reservation details were handled to better understand why the room provided did not align with the booking information. We understand that accurate room descriptions and availability are important when guests make their selections. We appreciate your honesty in sharing that this experience has affected your confidence in returning to Mantra Parramatta. As a valued ALL Classic member, we sincerely regret that we did not deliver the level of service and accommodation you should expect. Thank you again for bringing these concerns to our attention. We are taking your feedback seriously and will ensure the relevant teams follow up on the issues raised to improve both our guest experience and internal processes. We hope we may have the opportunity in the future to provide you with the comfortable and seamless stay you originally expected. Kind Regards, Mantra Parramatta Management Team

Dear Andrew, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had a great stay and rated your overall experience 90/100. It is fantastic to know that you enjoyed our convenient location in the heart of Parramatta, with easy access to shopping, restaurants, and the river. We are also pleased to hear that you found your studio room clean and comfortable, and that our team provided friendly and pleasant service throughout your stay. Your 100/100 ratings for check-in, cleanliness, our team, and check-out are greatly appreciated. Thank you also for recognising our sustainability efforts and the availability of complimentary water at Reception. We are glad these small touches contributed positively to your experience. Thank you again for choosing Mantra Parramatta. We appreciate your recommendation and look forward to welcoming you back for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear John, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet expectations. While we appreciate that you found our location convenient, we acknowledge your concerns regarding the availability of our dining facilities and housekeeping services on Saturdays. We apologise if the operating arrangements for our restaurant, bar, and housekeeping services were not clearly communicated prior to or during your stay. We understand that having this information in advance would allow guests to plan accordingly and avoid disappointment. Your feedback has been shared with our Front Office, Housekeeping, and Food & Beverage teams to review how these service arrangements are communicated to guests. We are also taking your comments regarding the WiFi speed into consideration and will continue to review opportunities for improvement. We appreciate your feedback as a valued ALL Silver member and sincerely regret that these aspects affected your overall experience. Thank you for bringing these concerns to our attention, and we hope to provide you with a more seamless experience on a future visit. Kind Regards, Mantra Parramatta Management Team

Dear Quentin, Thank you for taking the time to provide such detailed and constructive feedback. We are pleased to hear that you enjoyed our excellent location, found the booking process easy, and were happy with the cleanliness of your room. We also appreciate your kind comments regarding our housekeeping team and their friendly service. We sincerely apologise, however, for the issues you experienced with our breakfast service. We acknowledge your concerns regarding staff availability, delayed replenishment of food, uncleared tables, the breakfast room layout, and the lack of basic items such as spoons. We understand that these issues made the breakfast experience unnecessarily frustrating. Your detailed feedback has been shared with our Food & Beverage management team for review, including staffing, training, service flow, replenishment, and presentation standards. We are particularly sorry about the interaction regarding your breakfast payment after you had already checked out. Being contacted and asked to provide payment details without our team first confirming your booking and prepaid breakfast arrangements was not the appropriate way to handle the situation. We understand why this left a disappointing final impression of your stay. We are reviewing our breakfast payment verification process with the relevant teams to ensure prepaid inclusions are correctly checked before guests are contacted about payment. We also acknowledge your comments regarding the lighting throughout the hotel. Your observation that a number of lights were not functioning, particularly in the breakfast and common areas, has been shared with our Maintenance team for inspection and follow-up. We agree that maintaining appropriate lighting is important for both guest comfort and presentation. Your feedback regarding the WiFi connection has also been noted. We apologise that the connection repeatedly slowed or stalled, particularly as you were relying on it during your stay. This has been referred to our technical team for review. We appreciate your comments regarding sustainability and understand your suggestion about providing an additional towel where required while still encouraging guests to reuse towels. We will share this with the relevant team as part of our ongoing review of how we balance sustainability initiatives with guest comfort. We also acknowledge your comments about the tired appearance of some of the high-traffic areas and will continue to review opportunities to refresh these spaces. Thank you again for your detailed feedback. While there were several aspects of your stay that were positive, we recognise that the breakfast service, payment communication, WiFi, and maintenance concerns affected your overall experience. We sincerely apologise for these shortcomings and will ensure your feedback is shared with the relevant teams so that meaningful improvements can be made. Kind Regards, Mantra Parramatta Management Team

Dear Alia, Thank you for taking the time to share your detailed feedback. We are pleased to hear that you found the room comfortable overall and that our team provided excellent service, with a 100/100 rating for our team. We truly appreciate your positive comments regarding our staff. We are sorry, however, to hear about the issues that affected your comfort during your stay. We acknowledge your concerns regarding the air conditioning not operating effectively, the noise level, the room temperature, and the hallway odour. We understand how frustrating it would have been to return from a day of work expecting a cool and comfortable room, only to find it warm again after the spare key was removed. We also apologise for the inconvenience caused when the spare key was removed after servicing. We understand that you had arranged this specifically to keep the room comfortable while you were away, and we appreciate that this impacted your return experience. Your feedback has been shared with our Maintenance and Housekeeping teams for review. We will ensure the air conditioning is inspected and that the concerns regarding the hallway presentation and room servicing procedures are followed up. We also acknowledge your comments that the room felt a little outdated. Your feedback has been shared with Management as part of our ongoing review of room improvements. Thank you again for your honest feedback. We appreciate you recognising the positive service from our team, and we hope to have the opportunity to provide you with a more comfortable experience on your next visit. Kind Regards, Mantra Parramatta Management Team

Dear Robin, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had an excellent family stay and rated your overall experience 100/100. It is wonderful to know that you found our location convenient, particularly for your visit to the hospital, and that the room was exactly what you needed and well appointed. We are especially pleased to hear your kind comments about our team and that our staff were helpful throughout your stay. Your 100/100 ratings across check-in, accommodation, cleanliness, service, check-out, and sustainability efforts are greatly appreciated. We are also thrilled that you enjoyed your ALL Gold member recognition, including your welcome drink, welcome amenity, and room upgrade. Thank you for recognising our efforts to provide a personalised experience for our valued members. Thank you again for being a valued ALL Gold member and for your 10/10 recommendation. We truly appreciate your support and look forward to welcoming you and your family back to Mantra Parramatta for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Corrine, Thank you for taking the time to share such wonderful feedback. We are truly delighted to hear that you have continued to choose Mantra Parramatta for your Sydney visits over the past five years and that you consistently enjoy your stays with us. It is incredibly rewarding to know that you find our rooms clean and comfortable and our location, just a short walk from Parramatta Station, so convenient. We are especially grateful for your kind words about our team. Your recognition of the staff as kind, courteous, professional, and a pleasure to deal with means a great deal to us and will certainly be shared with the team. Thank you for your continued loyalty, your 10/10 recommendation, and for making Mantra Parramatta your preferred place to stay. We look forward to welcoming you back for many more stays. Kind Regards, Mantra Parramatta Management Team

Dear Peter, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you and your wife enjoyed your two-night stay and appreciated the room upgrade. It is wonderful to know that you found the accommodation spacious and comfortable and that, having stayed with us several times, you continue to choose Mantra Parramatta for your visits. We are especially pleased to see your 100/100 ratings for our team, check-in, and check-out. Your continued loyalty and kind comments are greatly appreciated. We also appreciate your helpful suggestions regarding the kitchen bowls and the limited tissues and toilet paper. We understand that these small details can make a difference, particularly when guests have allergies or are staying for multiple nights. Your feedback has been shared with our Housekeeping team to review room amenity levels and ensure essential supplies are adequately stocked before arrival. Thank you again for being a valued ALL Classic member and for your continued support. We look forward to welcoming you and your wife back for another enjoyable stay Kind Regards, Mantra Parramatta Management Team

Dear Xu S., Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not meet expectations. While we are pleased that you found our location convenient, we acknowledge the concerns you experienced with the room and facilities. We particularly apologise for the noisy air conditioning and unstable hot water temperature. These are important aspects of guest comfort and should be operating correctly. Your feedback has been shared with our Maintenance team for inspection and follow-up to ensure the air conditioning and hot water systems are functioning properly. We also acknowledge your comment regarding the tissue box and bathroom amenities. We appreciate that having tissues conveniently available in the room is important, particularly for business travellers, and we will review how these amenities are presented and stocked. We are also sorry that your check-in, check-out, and interactions with our team did not meet expectations. Your feedback has been shared with our Front Office team to review our service standards and identify areas where we can improve. Thank you again for bringing these matters to our attention. We sincerely apologise for the inconvenience caused and will ensure the relevant teams follow up on the issues raised to improve the experience for future guests. Kind Regards, Mantra Parramatta Management Team

Dear Danielle, Thank you for taking the time to share your feedback, particularly as a returning guest and valued ALL Silver member. We are sorry to hear that your recent stay in the apartment side did not meet the standard you have experienced with us previously. We understand how disappointing it would have been to stay for three nights without receiving fresh towels, additional toilet paper, or room servicing. We acknowledge that clear communication regarding housekeeping arrangements is important, and we apologise if the available servicing options were not explained to you or if your requests were not properly followed up. Your feedback has been shared with our Housekeeping and Front Office teams to review how apartment servicing and guest requests are communicated and managed. We also note your comments regarding the size and comfort of the bed compared with our hotel-side rooms. We understand that this can make a significant difference to the overall comfort of your stay, and your feedback has been shared with Management for consideration. We are pleased to see that you rated our team, check-in, and check-out highly, and we appreciate your recognition of the staff who assisted you. As you have stayed with us many times, we particularly regret that this experience has affected your perception of the apartment side. We value your continued loyalty and hope we can provide you with a more consistent and comfortable experience on your next visit. Thank you again for bringing these concerns to our attention. Kind Regards, Mantra Parramatta Management Team

Dear G. Gandhi N. N., Thank you for taking the time to share your detailed feedback. We are sincerely sorry that your experience did not meet expectations, particularly as an ALL Classic member and a returning Mantra guest. We understand your frustration with the issues you encountered at Reception, including the confusion around your prepaid booking and the security bond. A guest should never feel as though they are being asked to pay twice, and our team should be able to confidently verify the booking and payment details before requesting any further payment. We also apologise for the difficulty you experienced with the room key and parking access, as well as the fact that a welcome drink was not offered. We understand that consistent recognition of ALL members is important, and your feedback has been shared with our Front Office team to reinforce the correct procedures. We are pleased to hear that you found the room clean and that there were no concerns with its general presentation. However, we acknowledge your concerns regarding the poor WiFi connection, bathroom water leak, flushing system, and refrigerator switching off when the room key was removed. We understand how particularly frustrating the WiFi issue would have been while travelling for business and needing to use your laptop. Your maintenance concerns have been shared with our Maintenance team for inspection and follow-up, while our technical team will review the WiFi performance in the affected room. We also acknowledge your comments regarding the television and gym facilities and have shared these with the relevant teams for consideration and improvement. Most importantly, we apologise for the service and communication issues you experienced at Reception. Your feedback regarding staff training and the need to properly review booking types before creating another booking has been taken seriously. We are reinforcing the importance of checking the reservation, payment status, and guest entitlements carefully before taking further action. We appreciate your honest feedback and recognise that, although some aspects of your stay were positive, the combination of these issues significantly affected your overall experience. We sincerely apologise that we did not provide the level of service you have experienced at other Mantra properties. Thank you again for bringing these matters to our attention. We will ensure the relevant teams follow up on the concerns raised and use your feedback to improve our service and member experience. Kind Regards, Mantra Parramatta Management Team