Dear Guest, Thank you for your continued support and for sharing your feedback. We sincerely apologise for the unpleasant smell and the discomfort it caused during your stay. We’re sorry we weren’t able to resolve the issue at the time. We truly value your loyalty and hope you’ll give us another opportunity to welcome you back and provide the comfortable stay you deserve. Hope to see you again, The team at Mantra Southbank

Dear Guest, Thank you for taking the time to share such honest and detailed feedback. While I’m really pleased to hear that our team made you feel welcome and that you appreciated the effort made to honour your breakfast voucher, I’m genuinely sorry that the little things throughout your stay added up to a disappointing experience. I’m particularly sorry that the sofa bed wasn’t prepared when promised and that the linen provided had stains and residue on it. You should never have had to follow up on a request that had already been made, and the cleanliness of the bedding should not have been a concern at all. I also apologise for the missing amenities and the broken toaster, as these are details that should have been checked before your arrival. I appreciate your kind words about our team and the manager's efforts. It means a lot to know that you felt well looked after, but we also understand that friendly service needs to be matched by a room that is properly prepared and maintained. Thank you again for bringing these issues to our attention, Benjamin. We’re sorry we fell short of the experience you expected, and we’ll share your feedback with our housekeeping and maintenance teams to help us do better. We hope to have the opportunity to welcome you back and provide you with a much smoother stay next time. Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you for sharing your feedback. We are sorry to hear that your check-in experience did not meet your expectations, particularly as you were looking forward to a relaxing stay. We value your loyalty as an ALL Gold member and regret that your arrival experience was disappointing. Regarding credit card verification, our standard procedure requires guests to present a valid photo ID and provide access to the full 16-digit card number, either by presenting the physical card or displaying the details through their banking app. However, some banking providers do not display the full card number in their apps. In these circumstances, the physical card is required to complete the necessary verification. This procedure is in place to protect our guests and ensure payment details are verified correctly. We understand that this may have caused some inconvenience and apologise if the reason for this requirement was not communicated clearly at the time. We also acknowledge your concerns regarding the late check-out and room upgrade. Although our standard check-out time is 10:00 am, we were able to offer you a late check-out until 11:30 am. With the hotel at full occupancy and the marathon taking place that day, we received a high volume of late check-out requests. These requests are subject to availability, as we must also ensure apartments are prepared in time for arriving guests. Unfortunately, a room upgrade was not available due to the hotel's occupancy levels. We appreciate your understanding that these arrangements must be managed according to availability and operational requirements. We would also like to clarify that an early check-in was accommodated at approximately 10:30 am, considerably earlier than our standard check-in time which is 2 PM. This was provided to assist you and was subject to room readiness and availability. We trust this demonstrates that our team made an effort to accommodate your requests wherever possible during your stay. We are also sorry to learn that the couch in your apartment did not meet our cleanliness standards. Your feedback has been noted and will be brought to the attention of our housekeeping team for review. We appreciate you bringing these matters to our attention. While our team must follow established verification and check-out procedures, we recognise the importance of communicating these requirements clearly and providing courteous service throughout the guest experience. We regret that your stay began on a disappointing note and thank you for your feedback. Kind regards, Mantra Southbank Melbourne Management Team

Dear Guest, Thank you for your lovely feedback! We’re so pleased to hear you had a comfortable stay and enjoyed our convenient location. It’s wonderful to know that everything went smoothly and that you’d choose to stay with us again. We really appreciate your 10/10 rating and look forward to welcoming you back to Mantra Southbank Melbourne on your next visit! Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you so much for your lovely feedback! We’re delighted to hear that you and your family had such a memorable stay with us. It’s especially wonderful to hear how helpful Liam and Jason were during your visit. I’ll be sure to share your kind words with them, as I know it will mean a lot to be recognised for making your stay that little bit more special. I’m sorry, however, that our breakfast selection didn’t meet your expectations. Thank you for your honest suggestions regarding the variety of options and the cleanliness of the plates. We understand how important a good breakfast is to the overall experience, and we’ll share your feedback with our team for review. Thank you again for your fantastic 10/10 rating and for taking the time to recognise our team. We look forward to welcoming you and your family back to Mantra Southbank Melbourne! Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you for sharing your feedback and for choosing to stay with us with your family. We’re glad to hear that you found our location convenient and the room comfortable for your family. I’m sorry, though, that the room felt a little tired. We understand that the condition of the apartment plays an important part in the overall experience, and we appreciate you pointing this out as we continue to look at ways to refresh and improve our rooms. Thank you again for your feedback, Matt. We hope to welcome you and your family back to Mantra Southbank Melbourne for an even better stay next time. Kind regards, Mantra Southbank Melbourne

Dear Andrew, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. Please accept my sincere apologies for the continuous noise in your bathroom, which disrupted your sleep and for the lack of follow up after you brought the issue to our team’s attention. I am also sorry that an alternative room was not offered and that we did not provide an appropriate resolution or acknowledge the inconvenience caused. We understand how important a comfortable and restful night's sleep is, particularly when travelling for business and we acknowledge that we fell short of the level of service you should expect from us. Please be assured that your feedback has been taken seriously and will be shared with our team to reinforce the importance of timely follow up, clear communication and offering alternative solutions when an issue cannot be resolved promptly. Thank you again for bringing this to our attention. We sincerely regret that your experience did not meet your expectations and hope to have the opportunity to provide you with a much improved stay in the future. Kind regards, Mantra Southbank Melbourne Management

Dear Cassandra, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. I am very sorry to hear that the condition and cleanliness of your apartment fell short of your expectations, particularly when travelling with your family. Please accept my sincere apologies for the unpleasant odour, the cleanliness issues in the kitchen and throughout the apartment, and the wet couch, which would have impacted your comfort during your stay. I also apologise for the inconvenience caused by the beds moving apart throughout the night. We understand that you paid for a comfortable and enjoyable family stay and we are disappointed that we did not deliver the experience you deserved. Please be assured that your feedback has been taken seriously and will be shared with our Housekeeping and Maintenance teams to ensure these concerns are addressed and that greater attention is given to the cleanliness, presentation and condition of our apartments. Thank you again for bringing these matters to our attention. We sincerely regret that your stay did not meet your expectations and appreciate the opportunity to learn from your feedback. Kind regards, Mantra Southbank Melbourne Management

Dear Gregory, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. I am pleased to hear that you found our team friendly and helpful and enjoyed our convenient location. However, I am very sorry that the cleanliness and condition of your apartment fell short of your expectations. Please accept my sincere apologies for the issues you encountered regarding the cleanliness and maintenance of your apartment. Please be assured that your feedback has been taken seriously and will be shared with our Housekeeping and Maintenance teams to ensure these concerns are addressed, with greater attention given to room inspections and maintenance standards. Thank you again for bringing these matters to our attention. We appreciate your feedback, as it helps us identify areas where we can improve, and we hope to have the opportunity to provide you with a more enjoyable experience on a future visit. Kind regards, Mantra Southbank Melbourne Management

Dear Guest, Thank you for sharing your lovely feedback! We’re so glad to hear that you and the kids had a fantastic time and enjoyed our convenient location for exploring Melbourne. It’s also wonderful to hear that everyone was lovely during your stay. We really appreciate your kind words and hope to welcome you and your family back to Mantra Southbank Melbourne again soon! Kind regards, The Mantra Southbank Melbourne Team

Dear Guest, Thank you so much for your thoughtful feedback. We’re especially pleased to hear that Jerry made such a positive impression with his calm and professional approach. We’ll be sure to share your kind words with him — I'm sure he’ll really appreciate the recognition. Kind regards, Mantra Southbank Team

Dear Guest, Thank you for sharing your feedback. I’m very sorry that your stay was affected by the overcharge and the repeated issues with your key card. Having to contact our team several times to have the charge corrected would understandably have been frustrating, and we apologise that this was not resolved more promptly. We’re also sorry that your key card repeatedly stopped working, particularly when it prevented you from accessing the pool. This should have been much more convenient and reliable throughout your stay. We also take on board your comments regarding the breakfast temperature and your experience with promises made by our team not being followed through. We understand how this can impact your confidence in our service. Your feedback has been noted and will be shared with the relevant teams so we can improve both our follow-up and the overall guest experience. Kind regards, Mantra Southbank Melbourne

Dear guest, Thank you for your feedback. We’re pleased you found your room spacious, comfortable and clean. We also appreciate your comments regarding the room updates and will take these into consideration. Kind regards, Mantra Southbank Team

Dear Guest, Thank you for your wonderful feedback and for choosing Mantra Southbank Melbourne for your stay. We’re delighted to hear you enjoyed the spacious three-bedroom apartment, the amazing views and our convenient Southbank location. It’s also great to hear that you found our Assistant Manager amazing to deal with. I’ll be sure to pass on your kind words to the team. We appreciate your comments regarding the rooms beginning to show their age. We’re continuing to look at ways to refresh and improve our apartments, and feedback like yours is very helpful. Thank you again for your 9/10 rating. We look forward to welcoming you back on your next visit to Melbourne. Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you for taking the time to share such detailed feedback, and for choosing to stay with us again on your trips to Melbourne. We’re pleased to hear that you find our location convenient and that you enjoyed having the full kitchen, laundry facilities and the option to open the windows and doors for fresh air. I’m sorry, however, that the condition of the room did not meet the standard you expected. Your comments regarding the carpet, mattress and overall room presentation are certainly disappointing to hear, and we understand how this can affect your overall impression of the stay. We are continuing to work through room refresh and maintenance requirements, and your feedback is helpful in highlighting where improvements are needed. I also apologise for the inconvenience with the car park on departure. You should have been advised that the key card is required to exit the car park, and having to return to reception to obtain another card was understandably frustrating, particularly when you were unable to reach anyone via the intercom or hotel phone. We really appreciate your honest feedback and hope we have the opportunity to provide you with a more comfortable and seamless stay in the future. Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. We are pleased to hear that you enjoyed your room and breakfasts and that, apart from the initial issue, you had a good overall stay with us. We also appreciate your positive feedback regarding our team and your experience as an ALL Platinum member. Please accept our sincere apologies that the bathroom required additional cleaning upon your arrival. This is not the standard of cleanliness we aim to provide, and we understand that arriving to a room that is not fully prepared can be disappointing. Your feedback has been shared with our housekeeping team for review and follow-up. We are also pleased to know that you enjoyed your welcome drink and amenity and felt well recognised as an ALL member. While room upgrades are subject to availability, we appreciate your continued loyalty as an ALL Platinum and Accor Vacation Club member. Thank you again for your excellent rating and valuable feedback. We look forward to welcoming you back to Mantra Southbank Melbourne for another enjoyable stay. Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you so much for your wonderful 10/10 review and for recommending Mantra Southbank Melbourne! We’re delighted to hear that you enjoyed our convenient location and found our team so helpful and friendly. A special thank you for mentioning Jason — we’ll be sure to pass your kind words on to him. We also appreciate your feedback regarding the breakfast selection and your suggestion for a greater variety of food. We’ll share this with our breakfast team for consideration. Thank you again for choosing Mantra Southbank Melbourne and for your continued support as an ALL Classic and Accor Vacation Club member. We look forward to welcoming you and your family back again soon! Kind regards, The Team at Mantra Southbank Melbourne

Dear guest, what a great reason for a Melbourne getaway! We’re delighted that the location made your AFL weekend so easy, with Southbank’s restaurants and nightlife just moments away. It’s especially lovely to hear that breakfast was such a pleasant surprise. Our team puts a lot of thought into offering plenty of choices, while still making sure you can start the day with eggs cooked just the way you like them. I will pass these notes onto the team! Most of all, hearing that we’re now your first choice for Melbourne visits really means a lot to us. We’ll look forward to welcoming you back next time you make the trip from Canberra! Kind regards and can't wait to host you again, The whole Mantra Southbank Team

Dear Kylie, Thank you so much for your wonderful 10/10 review! We’re delighted to hear that you enjoyed your two-night stay with us and found the two-bedroom apartment spacious and well equipped with everything you needed. It’s also lovely to hear that Jason was able to assist with your requests and help make your stay more enjoyable. We’ll be sure to pass your kind words on to him. We also appreciate you pointing out the area around the bathtub. We’re sorry this was missed during the housekeeping checks, and we’ll share your feedback with our housekeeping team so it can be given some extra attention. Thank you again for choosing Mantra Southbank Melbourne and for your continued support as an ALL Platinum member. We hope to welcome you and your friends back again soon! Kind regards, The Team at Mantra Southbank Melbourne