Thanks for sharing your feedback. I’m sorry the condition of the apartment took away from what otherwise sounds like a good stay, particularly with the great GC500 views. The issues you encountered with the lighting, washing machine, leaking window, missing blind and rangehood are certainly not the standard we aim for, and I can understand your frustration. We’re pleased our manager was able to assist when you raised the issues, and we’ll ensure your maintenance feedback is passed on to the relevant team for attention. Thank you also for your kind comments about our team and breakfast, and for your continued support as an ALL Gold member. We hope to have the opportunity to provide you with a much better experience next time.

Hi Kerry, Thank you so much for your lovely feedback! It’s wonderful to hear that you had such an outstanding stay with us and enjoyed the spacious apartment and those fantastic views of the GC500 track and ocean. I’m especially pleased to hear how well Lianna looked after you throughout the booking process. I’ll be sure to pass on your kind words to her, as I know she’ll really appreciate them. It’s lovely to know her efforts helped make your experience so memorable. Thank you also for your feedback regarding the oven instructions and Wi-Fi speed. We appreciate you bringing these to our attention, as it helps us identify areas where we can improve. We look forward to welcoming you and your group back to Mantra Sun City for the next GC500! Warm regards, Mayline Assistant Manager

Hi Ying, Thank you for sharing your feedback. I’m genuinely sorry that your room didn’t meet your expectations, particularly with the dated interiors, layout and cleanliness. I understand how disappointing this must have been, especially when you were hoping to enjoy a comfortable stay with your family. I’m glad you enjoyed our lobby, pool and location, but it’s disappointing to know that you didn’t feel comfortable spending time in your room. Your room should have been a place where you could relax and feel at ease, and I’m sorry we let you down. We genuinely value your loyalty as a Gold member Ying and I’m sorry we didn’t provide the quality of stay you were expecting. Thank you for taking the time to share your experience with us. I hope we have another opportunity to welcome you back and give you a much better impression of Mantra Sun City. Kind regards, Mayline Assistant Manager

Hi S., I’m genuinely sorry for the experience you had with us. Finding mould, dust and damaged furniture in your first room is completely unacceptable and I understand how disappointing it must have been to then move to another room that still didn’t meet your expectations. I’m also sorry that the condition of the rooms left you feeling that the photos online didn’t reflect what you arrived to. While I’m pleased our onsite team were able to assist you with a room change and that you felt well looked after by them, I’m sorry the follow up to your concerns, particularly the confusion around the breakfast charge after checkout, added further frustration. You shouldn’t have had to spend time explaining the situation again. Thank you for recognising the team members who helped you during your stay. I’m sorry that their efforts weren’t enough to make up for the overall experience and that we let you down in other important areas, including cleanliness and the condition of the accommodation. I understand your disappointment and appreciate you taking the time to share such honest feedback. I do hope you might consider giving us another chance in the future, as we would truly value the opportunity to provide you with the experience you should have had from the beginning. Kindest regards, Mayline Assistant Manager

Hi Gavin, Thank you for taking the time to share your feedback. I’m sorry we didn’t provide the smooth arrival you expected. You had been asked to wait for a call once your room was ready and I understand how frustrating it must have been not to hear from us. I apologise for this, as well as for the check-in experience leaving you feeling that our team could have been friendlier. I also appreciate your comments about the apartment and its furnishings. While our rooms are spacious, I understand that the older furniture and sagging couch took away from your comfort. Your feedback is valuable and I’ll be sure to pass it on to the team. We truly value your loyalty as a Platinum member and I’m sorry this stay fell short of the experience you should have had. I hope we have the opportunity to welcome you back and provide a much better experience. Kind regards, Mayline Assistant Manager

Hi Amy, Thank you for the lovely feedback! I’m so happy to hear you and your family had such a great stay and enjoyed our pools and spas. It’s always nice to know the apartment was clean and comfortable and that you were able to make the most of our facilities. We’d love to welcome you and your family back for another stay soon! Kind regards, Mayline Assistant Manager

Hi Samantha, I’m genuinely sorry that your stay left you feeling so disappointed. I understand how frustrating it must have been to arrive and find an older TV in your room, only to discover your mother’s room had the same issue. While our apartments are individually owned and TVs can vary between rooms, I understand this wasn’t what you expected and I’m sorry this affected your stay. We do have a breakfast restaurant open daily, along with our pool bar operating Thursday to Saturday. Vending machines are also available in the basement car park. Although we don’t have a dedicated tour desk, our reception team is happy to assist with booking local tours and attractions. I’m sorry we fell short of your expectations and that your stay wasn’t the experience you had hoped for. We truly value your loyalty as an ALL Gold member and I regret that we left you feeling you wouldn’t want to return. Kind regards, Mayline Assistant Manager

Hi Spencer, Thank you for sharing your great feedback! We appreciate your continued loyalty and your support as a Platinum member of ALL. I’m so pleased to hear everything went smoothly from check-in through to departure. It’s always lovely to know our guests have had an enjoyable stay and we really appreciate you choosing to stay with us. We hope to welcome you back again soon! Kind regards, Mayline Assistant Manager

Hi Susan, Thank you for sharing your lovely feedback! I’m so pleased you enjoyed the views, our location and the service from the team. I understand it would have been nice to enjoy the bar a little longer, especially when wanting to use your welcome drink. I appreciate you sharing this feedback with us. We really value your loyalty as an ALL Gold member and hope to welcome you back for another lovely stay soon! Kind regards, Mayline Assistant Manager

Hi Fiona, Thank you so much for your lovely feedback! It’s great to hear you had a good night’s sleep and enjoyed the breakfast and facilities during your stay. Knowing you had such a positive experience means a lot and I really appreciate you taking the time to share it. I look forward to welcoming you and your family back to Mantra Sun City soon! Kind regards, Mayline Assistant Manager

Hi Sairaj, Thank you for taking the time to share your feedback. I’m glad you enjoyed our location, facilities and that we were able to accommodate your bedding requirements. I understand your concerns regarding the $25 daily parking fee and I appreciate your feedback about making this clearer during the booking process. Our rooms do vary in their facilities, and hotel rooms do not include a microwave in the unit. We do have other apartment categories with kitchenette facilities which may be a better fit for guests who prefer to have these amenities during their stay. I’m sorry this wasn’t what you expected and appreciate you sharing your feedback. Thank you again, Sairaj. I hope we have the opportunity to welcome you back for a more enjoyable stay in the future. Kind regards, Mayline Assistant Manager

Hi Frances, Thank you for sharing your lovely feedback! I’m so happy to hear you had such a great first visit to the Gold Coast and felt comfortable during your stay. It’s always nice to know our team helped make your time with us enjoyable. We hope to welcome you both back for another Gold Coast getaway soon! Kind regards, Mayline Assistant Manager

Dear Margaret, Thank you for sharing your feedback following your stay at Mantra Sun City. We are pleased to hear that you found the bed comfortable and appreciated the walk-in shower. However, we understand that aspects of the room, including the lighting, window positioning and accessibility of power points, could have been improved to make your stay more comfortable. We appreciate your suggestions regarding additional lighting, a power point near the desk and the possibility of a microwave. Your feedback is valuable, and we will share these suggestions with our team for consideration as we continue to look for ways to enhance our guest experience. Thank you again for your constructive feedback. We hope to have the opportunity to welcome you back to Mantra Sun City in the future. Kind regards, Ben Hartono Front Office Manager Mantra Sun City

Dear Guest, Thank you for taking the time to share your feedback following your stay at Mantra Sun City. We are pleased to hear that you enjoyed our location, breakfast and facilities. However, we sincerely apologise that the comfort of our beds did not meet your expectations. While our team made an effort to improve your comfort by providing mattress toppers, we understand this did not resolve the issue, and we regret that we were unable to offer you a room move due to high occupancy. Your feedback is important to us, and we will share your comments with the relevant team as we continue to look for ways to improve our guests' comfort and overall experience. We appreciate your feedback and hope to have the opportunity to welcome you back for a more comfortable stay in the future. Kind regards, Ben Hartono Front Office Manager

Hi David, Thanks for sharing your feedback about your stay with us! I’m glad everything else went well during your stay but I’m sorry the mattress wasn’t comfortable for you. I also appreciate your comments about the Wi-Fi speed and we’ll keep this in mind as we look at ways to improve. Thank you again for staying with us and we hope to see you again next time you’re in Surfers Paradise. Kind regards, Mayline Assistant Manager

Hi Tim, Thank you for your great feedback about your stay with us! I’m glad you and your family enjoyed the facilities and our convenient location and that the team were helpful throughout your stay. I understand your comments about the dated interiors. While I’m pleased the room had everything you needed, I understand that some areas could do with an update and thank you for being honest about this. It’s great to hear you’d stay with us again and we look forward to welcoming you and your family back to Sun City! Kind regards, Mayline Assistant Manager

Dear Alana, Thank you so much for your wonderful feedback and for taking the time to share your experience with us! We're delighted to hear that you and your family enjoyed your stay, especially the amazing views from your room and the convenient access to public transport. It's lovely to know that our team made you feel comfortable and welcome, and that our receptionist was so helpful in assisting you with local recommendations and getting around the area. We will be sure to share your kind words with our team, as feedback like yours is always appreciated. Thank you again for choosing to stay with us at Mantra Sun City Surfers Paradise. We truly appreciate your recommendation and look forward to welcoming you and your family back for another wonderful stay in the future! Warm regards, The Mantra Sun City Surfers Paradise Team

Thank you for such a detailed and thoughtful review! We’re delighted your first stay with us was a positive one and that you enjoyed the spacious apartment, beautiful ocean and river views, pool facilities and convenient location. It’s lovely to hear you’d like to return! We appreciate you highlighting the areas where we could improve, particularly the accessibility of our outdoor facilities. Your suggestion regarding portable ramps is valuable, and we understand how important accessible access is for all our guests. We’ll also pass on your feedback regarding the dusty fans, breakfast coffee and service in the bar area to the relevant teams. Thank you again for your kind and constructive feedback, as it helps us identify opportunities to improve. We look forward to welcoming you back to Mantra Sun City for another enjoyable stay!

Thank you for the wonderful feedback! We’re delighted you and your family enjoyed your eight-night stay, especially our convenient location close to the beach and tram stop. It’s lovely to hear the views from the 18th floor made your stay even more special. We truly appreciate you choosing Mantra Sun City and sharing your experience. We hope to welcome you and your family back for another fantastic Gold Coast getaway soon!