Mantra Terrace Brisbane

Dear Rachel, Thank you for your 5 Star Review! We are very glad that you enjoyed your stay with us and found the location convenient. I have passed on your feedback to Will and I am so happy that we were able to help you and make your stay memorable. I look forward to welcoming you back to Mantra Terrace when you are next in please. Please don't hesitate to contact me directly so I can look after you. Kind regards, Lorna Rynhoud Front Office Supervisor

Dear Julie, Thank you for taking the time to review your recent stay at Mantra Terrace Hotel and your kind comments about the team. I am glad that your found the room comfortable. I have passed on your feedback and the team will be happy to read that they had a positive impact on your stay. We know that during these times it's the small things that go a long way, so if we can keep smiling, help others and make our guests feel comfortable, welcomed and safe in our hotel, we are happy to have played our part. Thank you again for sharing your feedback and I hope I can welcome you back to the hotel under better circumstances. Kind regards, Lorna Rynhoud Front Office Supervisor

Dear Mariusz, Thank you for taking the time to review your experience at Mantra Terrace thus far, and your continuous loyalty. I would like to apologizes on behalf of my team member for making feel disrespected and to clarify what she was trying to communicate to you yesterday. I have spoken to her so she can use this experience to further develop and better her guest service skill. She is a valued member of the Mantra team and always receives outstanding reviews about going above and beyond for our guests. She has though in the case missed the marked when speaking to you, so I would again like to apologize. Astrid was correct in not being able to provide additional room amenities before your weekly service, as you have booked a room rate without daily housekeeping. Due to COVID-19, upper management has enforced strict regulations on our stock so the hotel can operate as long as possible with minimal costs. We can no longer generously provide additional tea, coffee or towels on request when guests have selected a rate that does not factor in these costs. This stock is to be used for new arrival rooms and when the room is scheduled to be serviced and these amenities topped up. We have had to make tough decisions with our operations during this uncertain time to try and keep our business running as long as possible with trying to keep our losses as low as possible. I trust that you can understand the reasoning behind these decision as everyone is trying to get through this together. Both individuals and companies. I have reviewed your reservation and can see that you were given a complimentary upgrade to our Studio Suite with kitchen facilities as have booked the hotel until the 25th of May. You are more than welcome to purchase coffee from the near by Woolworth Metro if you would like to take advantage of the coffee machine in your room. Alternately, the privately owned restaurant makes beautiful coffee and can room charge this to your account when they are open Mon-Fri. If you require daily housekeeping services and a more frequent top up of amenities and linen (every 3rd day) please come and speak to me at reception to change your rate to one that includes housekeeping. I understand that not everyone wants a room that gets serviced once a week so I will be more than happy to change this to a higher rate if it would suite your needs better. I have also discussed the 'your lying to me' to comments with Astrid to further understand what had happened as it is unusual for her to receive service complaints. I fully understand that the way in which she spoken to you was unacceptable and she aims to work on this to further improve herself. This comment was in regards to your complimentary drink voucher for being a Gold loyalty member. It was found that you had used two ALL drink vouchers at OBAR and have been asking staff members for new vouchers, claiming you have lost the old one. I am disappointing that you have abused trust by claiming to have lost your original voucher in during the room move in order to get a second voucher. I am sure that you are aware that ALL loyalty members receive one voucher on arrival to use at the bar for a beverage of choice, that being non-alcoholic or alcoholic. Moving forward, you will receive a new voucher at the start of each new reservation. You will not be charged for the second voucher I had given to you last week as an apology for how you felt you were spoken to. Astrid had said that you were lying to her when you told her that you had lost your drink voucher in order to get a third voucher. I agree that she could have communicated the same message more professionally but am glad that she is looking out for the business during this time and making sure we are not being abused. I would love to discuss this and any other concerns you have further in person and will be available until 3pm today. Thank you again for your review as it is only through such feedback that we can continue to improve our services. I hope I have given you a clearer understanding of why were were unable to provide additional amenities. Again, I am happy to discus alternatives options in person so that we can find something that best suites your needs. Kind regards, Lorna Rynhoud Front Office Supervisor

Dear Tom, We were delighted to read your overall feedback rating. We certainly pride ourselves on the level of customer service that we provide at Mantra Terrace Hotel and are always striving to make all of our guests feel comfortable and valued. We are pleased though that you enjoyed your stay with us. Feel free to recommend us to any friends, families or colleagues that may be travelling to Brisbane as we would be delighted to look after them. We also encourage you to leave a short review of your stay on Trip Advisor, and give in this way, the chance for other guests to experience our passionate customer service. Please feel free to click the following link if you wish to leave a review: https://www.tripadvisor.com.au/Hotel_Review-g255068-d13…-Reviews-Mantra_Terrace_Hotel-Brisbane_Brisbane_Region_Queensland.html Thank you again for your feedback and we look forward to welcoming you back to the Mantra Terrace Hotel when you are next in Brisbane. Best Wishes, Lorna Rynhoud Front Office Supervisor

Dear Harry, Again, I am sorry that this was your first experience with us. Please let me know if we can do anything to make your stay more comfortable in your new room. I wish we had know at the time of the incident to make amends and move rooms on the spot Kind regards, Lorna Rynhoud Front Office Supervisor