Dear Poppy, Thank you for taking the time to share your detailed feedback. We are delighted to hear that you enjoyed our excellent location and appreciated how close we are to Westfield, trains, and buses. We are especially pleased to hear about the positive service you received from our team member on Friday evening. We are glad he was able to respond quickly to the smoke concern and arrange a room move for you, particularly given your partner’s asthma. Your kind recognition will certainly be shared with him and the wider team. We are sorry, however, that you experienced smoke in your original room and apologise for the discomfort this caused. We take concerns regarding smoke and room air quality seriously and will ensure this feedback is followed up with our Housekeeping and Front Office teams. We also acknowledge your comments regarding the breakfast selection and temperature of the food. Your feedback has been shared with our Food & Beverage team to review food replenishment and temperature checks during service. We apologise as well for your check-out experience. We understand that guests should feel acknowledged and welcomed right through to departure, and we are sorry that you felt the team member did not give you appropriate attention when you returned your keys. This has been shared with our Front Office team for follow-up. Finally, we are sorry that the WiFi connection was poor and unreliable in both rooms. We understand how frustrating this would be, and your feedback has been escalated to our technical team to investigate the connection speed and reliability. Thank you again for your valuable feedback and for recognising the team member who went above and beyond to assist you. We appreciate the opportunity to improve and hope to welcome you back for an even better experience in the future. Kind Regards, Mantra Parramatta Management Team

Dear Jung, Thank you for taking the time to share your feedback. We are delighted to hear that you had a positive stay and rated your overall experience 90/100. It is wonderful to know that you enjoyed our great location and found our team and service excellent. We are also pleased that you enjoyed the breakfast and had a smooth check-in and check-out experience. We do apologise, however, that the bathroom bin had not been emptied prior to your arrival. This is a clear housekeeping oversight and not the standard we expect. Your feedback has been shared with our Housekeeping team, and we are reinforcing our room inspection procedures to ensure all areas are thoroughly checked before guests arrive. We also acknowledge your comments regarding the room being a little dated and cold. These have been shared with our Maintenance and Management teams for consideration and follow-up. Thank you again for your continued support as an ALL Platinum member. We truly appreciate your 9/10 recommendation and look forward to welcoming you and your family back to Mantra Parramatta. Kind Regards, Mantra Parramatta Management Team

Dear Luong, Thank you for taking the time to provide such detailed feedback. We are sorry to hear that your experience during the conference did not meet expectations. We understand your frustration regarding the interaction with our catering team when you reported that the ladies’ bathroom had run out of toilet paper. While it may fall under another department’s responsibility, we agree that a guest should not simply be redirected without the matter being taken ownership of and promptly resolved. We will reinforce with our team the importance of employee ownership and working together to resolve guest concerns, regardless of departmental responsibilities. We also acknowledge your comments regarding the room presentation, including the darker colours and the overall dated appearance. Your feedback has been shared with Management as part of our ongoing review of the property and opportunities for improvement. We are particularly concerned about your comments regarding the shower and the water spraying onto the bathroom floor, creating a potential slipping hazard. This has been referred to our Maintenance team for inspection and corrective action. We also apologise that you had to follow up a week later to obtain your invoice. This should have been provided promptly at departure, and we are reviewing this with our Front Office team to improve our follow-up and ensure requested documentation is sent without unnecessary delays. We appreciate your comments regarding the importance of every customer-facing team member demonstrating that we are one team and that we care about our guests. This is valuable feedback, and we will use it to reinforce our service standards across all departments. Thank you again for bringing these matters to our attention. We sincerely apologise for the shortcomings you experienced and will ensure the relevant teams follow up on the areas raised. Kind Regards, Mantra Parramatta Management Team

Dear Amanda, Thank you for taking the time to share your feedback. We are delighted to hear that you had a fabulous stay overall and rated your experience 90/100. It is wonderful to know that you enjoyed the clean, fresh, and inviting accommodation, as well as our breakfast, WiFi, convenient booking process, and friendly service. Your 100/100 ratings across accommodation, cleanliness, breakfast, team service, check-in, and check-out are greatly appreciated. We sincerely apologise, however, for the disruption caused by the 3:30am evacuation. We understand how unsettling it would have been to be woken and required to evacuate in the middle of the night. While the incident itself was unexpected, we recognise the significant impact it can have on a guest's rest and overall stay. We are particularly pleased that, despite this unfortunate incident, you still described your experience as fabulous and would recommend us. Thank you for your understanding and for being a valued ALL Classic member. We look forward to welcoming you back to Mantra Parramatta for another fabulous stay—hopefully without any late-night interruptions. Kind Regards, Mantra Parramatta Management Team

Dear Matt, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed your stay and found the experience comfortable and convenient, with an overall rating of 80/100. It is great to know that you were happy with the accommodation, cleanliness, service, and overall experience. We appreciate your feedback regarding the housekeeping arrangements on Sundays. We understand that it would have been helpful to know at check-in that housekeeping service would not be available, as this would have allowed you to plan accordingly, particularly with regard to reusing and hanging your towels. Your suggestion has been shared with our Front Office and Housekeeping teams so we can improve how housekeeping schedules and servicing arrangements are communicated to guests upon arrival. Thank you again for your valuable feedback and for being a valued ALL Gold member. We appreciate your recommendation and look forward to welcoming you back to Mantra Parramatta for another comfortable stay. Kind Regards, Mantra Parramatta Management Team

Dear Robyn, Thank you for taking the time to share your feedback. We are delighted to hear that you had such a positive stay and rated your overall experience 90/100. It is wonderful to know that you found Mantra Parramatta a convenient place to stay and that you were very happy with your accommodation, cleanliness, and the service provided by our team. We are especially pleased to see your 100/100 ratings for check-in, accommodation, cleanliness, team service, and check-out, along with your 10/10 recommendation. Thank you for being a valued ALL Gold member and for your continued support. We look forward to welcoming you back to Mantra Parramatta for another enjoyable stay. Kind Regards, Mantra Parramatta Management Team

Dear Kaison, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our great location and that your overall experience was positive, with an 80/100 rating. We also appreciate your positive feedback regarding your check-in, accommodation, cleanliness, and service from our team. We are sorry, however, that the railway noise affected your sleep. We understand that while our central location is a major advantage, noise can be particularly disruptive for guests who are sensitive to sound. Your feedback regarding the windows and doors has been shared with our Maintenance and Management teams for review, including opportunities to improve sound insulation. We also acknowledge your comments regarding WiFi speed and will continue to review ways to improve connectivity for our guests. 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 stay. Kind Regards, Mantra Parramatta Management Team

Dear Jan, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had an excellent stay and rated your overall experience 100/100. It is fantastic to know that our secure parking, convenient location, and proximity to the shops, train station, restaurants, and concert venues made your visit so enjoyable. We are especially pleased to hear that our team were accommodating, helpful, and friendly. Thank you for recognising the gentleman who assisted you on Friday afternoon and the lady who looked after you on Saturday morning. Although you did not catch their names, we will share your kind feedback with the team so their efforts can be recognised. We also appreciate your positive comments regarding the easy booking process, cleanliness, and our sustainability initiatives. We have noted your feedback regarding the carpet beginning to look tired and will share this with our management team for consideration as part of our ongoing property improvement plans. Thank you again for being a valued ALL Classic member and for your 10/10 recommendation. We look forward to welcoming you back to Mantra Parramatta for your next visit. Kind Regards, Mantra Parramatta Management Team

Dear Brendan, Thank you for taking the time to share such a wonderful and detailed review. We are delighted to hear that you had an excellent stay and rated your overall experience 90/100. It is fantastic to know that you appreciated our convenient location, spacious and well-appointed apartment, comfortable bed, and overall value for money. We are especially pleased to hear about your experience with our Front Office team member who assisted you on Friday morning. We understand you arrived several hours earlier than our standard check-in time following an international flight, and we are very happy that our team was able to accommodate you. Your kind recognition will certainly be shared with the team. We also appreciate your comments regarding the occasional mechanical and street noise. While some external noise is unavoidable given our central location, we understand that this may be more noticeable for light sleepers. We will certainly keep this in mind when considering room preferences for future stays. Thank you again for your strong recommendation and for choosing Mantra Parramatta for your business travel. We are thrilled to hear that you would stay with us again and look forward to welcoming you back. 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 had such a positive stay and rated your overall experience 90/100. It is great to know that you found our location convenient, with easy access to Westfield and nearby restaurants, and that you enjoyed the comfort of our rooms. We are also pleased to see your consistently strong ratings across your accommodation, cleanliness, team service, WiFi, and sustainability efforts. Your 10/10 recommendation and continued support as an ALL Gold member are greatly appreciated. Thank you again for choosing Mantra Parramatta for your family stay. We look forward to welcoming you and your family back for another enjoyable visit. Kind Regards, Mantra Parramatta Management Team

Dear Taufiq, We are delighted to hear that you had a great stay at Mantra and enjoyed our convenient location close to the train station. It is fantastic to see that you were highly satisfied across all aspects of your stay, including the accommodation, cleanliness, breakfast, WiFi, and the service provided by our team. We also greatly appreciate your perfect scores for your booking experience, arrival and check-out, sustainability efforts, and the ALL Accor loyalty programme. Your recognition means a great deal to our team. Thank you for your continued loyalty as a valued ALL Accor member and for your 10/10 recommendation. We look forward to welcoming you back to Mantra Parramatta for another excellent stay. Kind Regards, Mantra Parramatta Management Team

Dear Charles, We are delighted to hear that you enjoyed your stay with us and that Mantra Parramatta felt like a “home away from home.” It is wonderful to know that you appreciated our friendly team, comfortable accommodation and convenient location, with easy access to Parramatta Railway Station, Westfield and the many nearby dining options. We are also pleased to see that you were highly satisfied with your booking experience, arrival and departure, cleanliness, WiFi and our overall service. We appreciate your positive feedback regarding our sustainability efforts and the ALL Accor loyalty programme. We also acknowledge your feedback on the breakfast selection and will share this with our Food & Beverage team for review and consideration as we continue to improve our offering. Thank you for your continued loyalty as a valued ALL Accor Gold member and for your 10/10 recommendation. Most importantly, we are delighted to hear that you will be back. We look forward to welcoming you again for another enjoyable stay at Mantra Parramatta. Kind Regards, Mantra Parramatta Management Team

Dear Amanda, Thank you for taking the time to share your detailed feedback. We are sorry to hear that your stay did not meet expectations, particularly when travelling with your children. We understand how frustrating it would have been to arrive and find that the sleeping arrangements did not adequately reflect the booking for one adult and two children, and that the sofa bed provided was not functioning properly. We sincerely apologise for the inconvenience caused. Your feedback regarding the room allocation, broken sofa bed, dated room presentation, and the strong odour in the apartment has been escalated to our Front Office, Housekeeping, and Maintenance teams for review and follow-up. We will ensure the sofa bed and room condition are inspected and that the necessary corrective action is taken. We also acknowledge your comments regarding the overall presentation of the apartment and understand your concern that it did not meet your expectations of a four-star experience. Your feedback has been shared with management as part of our ongoing review of the property's condition and improvement priorities. We are pleased that you found the location and parking convenient, and we appreciate your positive comments regarding our team and your ALL Gold membership experience. We recognise that simply acknowledging these concerns is not enough. We will ensure the issues raised are followed up with the relevant hotel teams so that improvements can be made and similar issues are not repeated. Thank you again for bringing this to our attention, and please accept our sincere apologies for the disappointment and inconvenience experienced during your family stay. Kind Regards, Mantra Parramatta Management Team

Dear Warda, Thank you for taking the time to share your detailed feedback. We are sincerely sorry that your stay was so disappointing and that the experience did not reflect the price you paid or the standards you expected from us. We acknowledge your concerns regarding the train noise, cold air coming through the windows, dirty carpets, condition of the spa/jacuzzi, and the lack of shower caps. We are particularly concerned that your room was not serviced after you specifically requested housekeeping. This should have been followed up by our team, and we apologise for the inconvenience this caused. Your feedback has been escalated to our Housekeeping, Maintenance, and Front Office teams for follow-up. We are reviewing the condition of the carpets and bathroom facilities, investigating the window and temperature concerns, and reinforcing our room inspection and housekeeping request procedures to ensure these issues are properly identified and actioned. We also acknowledge your comments regarding the WiFi speed and will ensure this is shared with the relevant technical team for review. We understand that simply acknowledging these concerns is not enough. We will ensure the issues raised are followed up with the relevant hotel teams and that appropriate corrective action is taken to improve the experience for future guests. Please accept our sincere apologies for the discomfort and disappointment caused during your stay. Thank you for bringing these matters to our attention and giving us the opportunity to improve. Kind Regards, Mantra Parramatta Management Team

Dear M., We are pleased to hear that you found your stay comfortable overall and appreciated our convenient location. We are also glad that you enjoyed our breakfast selection and were satisfied with the cleanliness of your accommodation. We sincerely apologise, however, for the issues you experienced during your stay. We acknowledge your concerns regarding the air-conditioning and ventilation systems, particularly the food odours affecting your room and the wider fifth floor during meal periods. We understand how unpleasant this would have been, and your feedback will be provided to our Maintenance and relevant operational teams so the matter can be investigated and appropriate action taken. We also apologise for the error with your invoice. We understand the importance of having company details correctly reflected, particularly for business travellers. This feedback will be shared with our Front Office and Accounts teams to review the process and help prevent similar errors in the future. We acknowledge your feedback regarding the coffee at breakfast and the WiFi connection speed. Your comments will be provided to the relevant departments for review and consideration as we continue to improve our guest experience. Thank you also for your positive feedback regarding our team, cleanliness, sustainability efforts and the ALL Accor loyalty programme. We appreciate your 9/10 recommendation as a valued ALL Accor Diamond member. Thank you again for bringing these matters to our attention. We value your feedback and hope to have the opportunity to provide you with an improved experience on your next visit. Kind Regards, Mantra Parramatta Management Team

Dear Kerry, We appreciate your feedback and are pleased to hear that you found the Accor ALL booking process convenient. We sincerely apologise for the issues you experienced during your stay. We acknowledge the problem with the bathroom basin plug being stuck and understand the inconvenience this caused. Your feedback will be provided to our Maintenance team so the matter can be inspected and resolved. We also apologise for the inconvenience with the parking system not operating correctly at the time of your arrival. We will provide this feedback to the relevant department for review to help ensure the system is functioning reliably for our guests. We acknowledge your comments regarding the breakfast selection, particularly the limited cereal options and the quality of the scrambled eggs. Your feedback will be shared with our Food & Beverage team for review and consideration. We also note your comments regarding the breakfast service and staffing, where one team member was managing breakfast check-in and set-up while also preparing for a conference. We understand how this may have affected the level of service, and your feedback will be provided to the relevant department to review staffing and operational arrangements during busy periods. We regret that these issues impacted your overall experience and your rating of our team. Thank you again for bringing these matters to our attention. We value your feedback and hope to provide you with a smoother and more comfortable experience on your next visit. Kind Regards, Mantra Parramatta Management Team

Dear Ben, Thank you for taking the time to share your feedback. We are sorry to hear that your stay was only average and that the room presentation did not fully meet expectations. We particularly apologise for the dirty towel left in the washing machine. This is a clear housekeeping oversight and should have been identified during the room inspection before your arrival. Your feedback has been shared with our Housekeeping team, and we are reinforcing our room inspection procedures to ensure all areas, including washing machines and European laundry facilities, are thoroughly checked. We also acknowledge your comments regarding the older television, lighting, and heating. Your feedback has been shared with our Maintenance and Management teams for review as part of our ongoing room improvement planning. We will also ensure the heating in the affected room is checked to confirm it is operating correctly. We appreciate your comments regarding sustainability and understand your suggestion about increasing the use of LED lighting. This feedback has been noted and shared with the relevant team as we continue to look for opportunities to improve our sustainability initiatives while maintaining guest comfort. Thank you again for bringing these matters to our attention. We are taking your feedback seriously and will ensure the relevant teams follow up on the issues raised and work towards meaningful improvements. Kind Regards, Mantra Parramatta Management Room

Dear Azeem, Thank you for taking the time to share your feedback. We are very sorry to hear about the concerns you experienced during your stay, particularly regarding the itching you experienced and the condition of the spa. We understand how concerning and uncomfortable this must have been. We take your comments regarding the green spa water and cleanliness very seriously. This is not the standard we expect, and the spa should always be properly maintained and presented for guest use. Your feedback has been escalated to our Maintenance and Housekeeping teams for immediate inspection and follow-up, including checking the water quality, cleaning procedures, and overall condition of the spa. We have also asked the relevant team to inspect the bedding and room thoroughly in response to your concerns about becoming itchy, to ensure there are no issues with the linen, mattress, or room environment. We also acknowledge your comments regarding the size of the spa and appreciate that it did not meet your expectations based on what you anticipated when booking. We are pleased that our team was friendly and that your check-in and departure experiences were generally positive. However, we recognise that the room and spa concerns significantly affected your stay. Thank you again for bringing these matters to our attention. We will ensure the issues are followed up with the relevant hotel teams and that appropriate corrective action is taken. Kind Regards, Mantra Parramatta Management Team

Dear Susan, Thank you for taking the time to share your feedback. We are delighted to hear that you had a very positive overnight stay and rated your overall experience 90/100. It is great to know that you found our location convenient and that your booking through the Accor ALL App was easy and seamless. We are also pleased with your strong ratings across accommodation, cleanliness, breakfast, service, and sustainability. Your 100/100 ratings for check-in and your 10/10 recommendation are especially appreciated. Thank you for being a valued ALL Platinum member and for your continued loyalty. We look forward to welcoming you back to Mantra Parramatta for your next visit. Kind Regards, Mantra Parramatta Management Team