Dear Guest, Thank you for taking the time to share your detailed feedback following your stay with us. We’re pleased to hear that you found our location convenient, but we’re sorry that several aspects of the apartment did not meet your expectations. We apologise that the body lotion had run out and that the iron board cover was in poor condition. We also appreciate your comments regarding the carpet and the cupboard configuration. We’ll share this feedback with our housekeeping and maintenance teams so these items can be reviewed. We’re also sorry that you had difficulty adjusting the TV. We understand that having clear instructions available would make this easier, and we’ll take your feedback on board. Thank you again for bringing these concerns to our attention. We’re sorry we fell short in these areas and appreciate your honest feedback. Kind regards, The Team at Mantra Southbank Melbourne

Dear Christine, Thank you for your wonderful feedback! We’re delighted to hear you had a relaxing stay and enjoyed our great location and lovely team. We hope to welcome you back again soon. King regards, Jason, Assistant manager

Dear guest, Thank you so much for your lovely review! We’re really pleased you enjoyed the comfy bed and the facilities of the apartment. It’s also great to hear that our location worked well for your visit — especially being just around the corner from Rod Laver Arena. Hopefully there’ll be a next time that you can stay a little longer here at Mantra Southbank! Regards, The Mantra Southbank Team

Dear Ian, Thank you for your kind feedback. We’re pleased you enjoyed our convenient location, spacious room, and efficient service. We also appreciate your feedback regarding the bath tub and will address this with our housekeeping team. King regards, Jason, Assistant manager

Dear Gina, Thank you for your lovely comments about our location and friendly team. We’re disappointed to hear that the cleanliness fell short of expectations, and we’ll be following this up with our housekeeping team to ensure we maintain our usual standards. King regards, Jason, Assistant manager

Hi Guest, Thank you for taking the time to share your feedback. It’s great to hear that you enjoyed your stay, particularly the breakfast, amenities and friendly service from our team. I’m sorry that the cleanliness of the room fell short during your stay. The smudges on the mirrors and, especially, the condition of the windows you described are certainly not the standard we aim for. I’ve shared your feedback with our Housekeeping team so these areas can be given closer attention. We really appreciate your positive comments and hope to have the opportunity to welcome you back for a cleaner and more enjoyable stay next time. Kind regards, Mantra Southbank Melbourne

Dear James, Thank you for your feedback. We’re pleased you found the room a decent size, but we’re very sorry that the bathroom was not cleaned to the expected standard. Finding hairs in the shower and basin is certainly not acceptable, and we’ll be addressing this with our housekeeping team. King regards, Jason, Assistant manager

Dear Therese, Thank you for your lovely feedback. We’re pleased you enjoyed the spacious apartment and convenient location. We also appreciate your cleanliness feedback and will share this with our housekeeping team. King regards, Jason, Assistant manager

Thank you so much for your wonderful feedback! We’re delighted you enjoyed your stay and appreciated the little touches throughout the hotel. It was a pleasure assisting you, and we’re so glad we could help make your weekend a great one. We look forward to welcoming you back again soon! King regards, Jason, Assistant manager

Dear Phillip, Thank you for bringing this to our attention. We’re very sorry to hear about the condition of your room, including the odour, broken tiles, mould and cleanliness concerns. This is well below the standard we aim to provide. Could you please let us know if these issues were raised with our team during your stay and whether you were offered any assistance? We would appreciate any further details you can share. We will also be reaching out to you directly to discuss your experience and follow this up with our team. King regards, Jason, Assistant manager

Dear Celia, Thank you so much for your wonderful feedback. I’m delighted I could assist with finding a room with a walk in shower and help with your dining recommendations. I'm glad you enjoyed it. I’m also very grateful for the baking tips you shared with me, they were greatly appreciated! It was a pleasure having you stay with us, and we hope to welcome you back again. King regards, Jason, Assistant manager

Dear guest, thank you for taking the time to share your feedback. I’m sorry the weekend didn’t meet your expectations, particularly during a busy day out during such a big weekend in Melbourne. Just to clarify, our bar area only operates as a breakfast service rather than an evening bar - as such we don’t offer a drinks service with lots of local bars situation within short walk in the CBD & on the waterfront. As for the redemption of your welcome drink all Accor members receive a drink within the apartment upon arrival with our bar being closed. That said, we completely understand that having somewhere to sit down and enjoy a drink after a busy day would have been appreciated, especially over such a big event weekend. We’re sorry that the experience wasn’t what you were hoping for, and we genuinely appreciate you sharing your feedback with us. Kind regards, The team at Mantra Southbank

Dear Guest, Thank you for taking the time to share your detailed feedback following your stay with us. We’re pleased to hear that you found our location convenient for your work conference, your room comfortable, and our team friendly and helpful. We also appreciate your continued support as an ALL Gold member and Accor Vacation Club member. We’re sorry, however, about the issues you experienced during your stay. The empty shower soap dispenser, particularly after you had already requested a refill, should have been followed up and resolved. We also apologise for the confusion with your welcome drink and appreciate you having to return to reception to have this corrected. Thank you as well for your comments regarding the bathroom and the overall condition of the room. Your feedback about the residual kitchen stains and the need for a bathroom refresh has been noted and will be shared with the relevant teams. We’re sorry that we missed the mark in these areas and appreciate you bringing them to our attention. We hope to have the opportunity to provide you with a smoother experience on your next visit. Kind regards, The Team at Mantra Southbank Melbourne

Dear Guest, thank you for taking the time to share your experience with us. We’re glad you found the bed comfortable and that our front desk team made you feel welcome during your stay. I’m sorry to hear the shower was difficult to get in and out of, particularly with your knees — we appreciate you pointing this out, as ease and safety in the bathroom are really important. We appreciate the feedback on where we can improve, and we will use this feedback when considering future renovations. Thanks again for the honest feedback and we wish to see you again. Thanks, Mantra Southbank Team

Dear Guest, Thank you for taking the time to share your feedback and for your 7/10 rating. We’re pleased to hear that you enjoyed your one-night stay and found our location convenient. It’s also wonderful to see that you rated our team, check-in and check-out so highly, and that you found the apartment clean. We appreciate your feedback regarding the condition of the property and your suggestion that it could benefit from an upgrade. We’ll certainly keep your comments in mind as we continue to improve the guest experience. Thank you again for choosing Mantra Southbank Melbourne. We hope to welcome you back again in the future. Kind regards, The Team at Mantra Southbank Melbourne

Dear Guest, Thank you for taking the time to share your feedback following your stay with us. We’re very sorry to hear about the cleanliness issues you experienced, particularly finding dirt on the bed under the blanket and other areas that had not been properly cleaned. This is certainly not the standard we expect from our housekeeping team, and we understand how disappointing this would have been. Your feedback will be shared with our housekeeping team for review. Regarding the security deposit, we release the bond on the night of your check-out. Once released, it generally takes around 5–6 business days for the funds to appear back in your account, depending on your bank’s processing times. As today is the fifth business day, we kindly ask that you allow another couple of days for the funds to reach your account. If the amount is still not showing after this time, we recommend contacting your bank for further assistance. Thank you again for bringing these matters to our attention, and we’re sorry that your stay did not meet the standard you expected. Kind regards, The Team at Mantra Southbank Melbourne

Dear Guest, Thank you so much for your wonderful 10/10 review! We’re delighted to hear that our team went above and beyond to make your family stay comfortable and welcoming. It’s lovely to know that you felt well looked after and that you would happily stay with us again and recommend Mantra Southbank to others. I’ll be sure to share your kind comments with the team. We also appreciate your feedback regarding the lighting, particularly when getting ready and applying make-up. We understand how useful good lighting can be, and we’ll certainly keep your comments in mind. Thank you as well for your feedback on our breakfast selection. We appreciate your suggestion for a little more variety and will share this with our breakfast team. Thank you again for choosing Mantra Southbank Melbourne and for taking the time to share your feedback. We look forward to welcoming you and your family back again soon! Kind regards, The Team at Mantra Southbank Melbourne

Dear Guest, Thank you so much for your wonderful 9/10 review! We’re delighted to hear that you enjoyed your stay with us and found our location convenient for walking into the city. It’s also fantastic to know that you were comfortable in your room and enjoyed both our breakfast and the service from our team. We really appreciate your feedback and your continued support as an ALL Classic member. Thank you again for choosing Mantra Southbank Melbourne, and we hope to have the pleasure of welcoming you back again on your next visit to Melbourne! Kind regards, The Team at Mantra Southbank Melbourne

Dear Guest, Thank you for taking the time to share your feedback with us. I’m very sorry to hear about your experience during your stay. The housekeeping issues you’ve described are well below the standard we expect at Mantra Southbank. A rubbish bag being left in the bedroom, cups not being washed, an empty shower gel dispenser and towels being left on the kitchen bench should not have occurred. We’re also sorry that the bed was not properly made despite your booking including daily housekeeping. We understand how disappointing this would have been, particularly given your extensive experience travelling for business and your loyalty as an ALL Platinum member. Your comments regarding the condition of the apartment, towels and overall presentation have been taken seriously, and we will be addressing these concerns with our housekeeping and management teams. We’re also sorry that your interactions with reception did not leave you feeling properly supported. Our team should always be attentive and willing to assist, and we clearly fell short of that expectation during your stay. We appreciate your feedback regarding the need to clean and refresh the property, as well as your comments about breakfast. These are valuable points for us to take into consideration as we continue to improve. Please accept our sincere apologies that we did not provide the standard of stay you expected or deserved. We understand your disappointment and regret that we have left you feeling that you would not return. Kind regards, The Team at Mantra Southbank Melbourne