Dear Naomi, Thank you for taking the time to share your feedback and for choosing Peppers Gallery Canberra for your conference stay. I'm pleased to hear that our location was convenient for your visit to the Shine Dome and that you had a comfortable, trouble-free stay. It's particularly lovely to hear that our Reception team made you feel welcome and were friendly and helpful during check-in. I'll be sure to pass on your kind words to the team. Thank you again. We hope to welcome you back whenever your travels bring you to Canberra. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Robert, Thank you for such a lovely review! We’re so pleased that you and your wife enjoyed a relaxing stay and felt warmly welcomed and valued. Your kind words about our staff who assisted you are especially wonderful to read. Thank you for sharing the details of your arrival to help us recognise him. We’ll be delighted to pass your appreciation on to our team. It’s also lovely to hear that our location suited your visit. It was a pleasure to have you both with us, and we look forward to welcoming you back for another relaxing stay! Warm regards, Louise Assistant Manager

Dear Tharini, Thank you for your kind review and for your loyalty as an ALL Silver member! We’re delighted you enjoyed a comfortable, quiet stay and found everyone so lovely and friendly. We’ll be happy to share your kind words with the team. We hope to welcome you back to Peppers Gallery for another relaxing stay soon! Warm regards, Louise Assistant Manager Peppers Gallery Hotel Canberra

Dear N., Thank you for your lovely feedback and for your loyalty as an ALL Gold member! We’re so pleased you enjoyed a comfortable stay and appreciated our friendly team and quiet location during your business visit. It was a pleasure to welcome you, and we hope to see you again soon, whether for work or a relaxing getaway. Warm regards, Louise Assistant Manager Peppers Gallery Hotel Canberra

Dear Alex, Thank you for taking the time to share your feedback. I'm sorry your stay at Peppers Gallery Canberra fell short of expectations. I understand your disappointment with the lack of room service and limited TV entertainment options, particularly during a three-night business trip. These are important comforts when travelling, and I appreciate your concerns about the value of your stay. While information about our refurbishment and temporary service changes is available through our booking channels, it's clear that these limitations weren't communicated effectively when your accommodation was arranged. We recognise the importance of making this information clear to all guests before arrival. We're currently undertaking a major refurbishment of our guest rooms and facilities, with some exciting improvements ahead. We know the hotel isn't currently offering the full Peppers experience, and we're looking forward to changing that. Thank you again for your feedback. I hope we'll have the opportunity to welcome you back once the refurbishment is complete and show you a much-improved Peppers Gallery Canberra. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Dennis, Thank you for your thoughtful review and for your loyalty as an ALL Silver member. We’re delighted you enjoyed our location, the hotel’s charm and the pleasant surroundings, and found some excellent dining options nearby. Please accept our apologies again for the temporary closure of our restaurant and bar and any inconvenience this caused. We sincerely appreciate your understanding during the renovations and are pleased you enjoyed your stay overall. We look forward to welcoming you back once the renovations are complete, when you can experience our new restaurant and enjoy another comfortable stay with us! Warm regards, Louise Assistant Manager Peppers Gallery Hotel Canberra

Dear David, Thank you for taking the time to share your feedback, and for your continued support as an ALL Platinum member. I'm pleased you found your room comfortable and enjoyed our location, but I'm sorry that other parts of your stay were disappointing. I completely understand your comments about the condition of the hotel. We're currently undertaking a major refurbishment of our guest rooms and public areas, and I'm looking forward to seeing these improvements come together. I also appreciate your disappointment with breakfast. With our restaurant temporarily closed, we're arranging breakfast for guests at the nearby QT Canberra. While it's only a short walk away, I understand it's not the same as being able to enjoy breakfast at the hotel, particularly when travelling for business. What concerns me most is that you didn't feel recognised as a Platinum member. I'm glad we were able to provide a room upgrade, but a simple acknowledgement and a genuine welcome are just as important. I'm sorry we missed that opportunity, and I'll speak with our Front Office team about your experience, including your feedback on the welcome drink and amenity. David, thank you again for your honesty and loyalty. I know this wasn't the Peppers experience you were hoping for, and I hope we'll have the chance to look after you much better on your next visit. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Stacey, Thank you for such a lovely review and for choosing Peppers Gallery Canberra for your business trip! It's wonderful to hear that you enjoyed your room and had everything you needed for a comfortable stay. I'm especially pleased that our team made things easy for you, from the booking process and pre-arrival communication through to answering your questions during your stay. Thank you also for supporting our sustainability initiative by choosing to reduce daily housekeeping. It's great to know you appreciated the option and were happy with the service when your room was cleaned. I'll be sure to share your kind words with the team. Feedback like yours really means a lot to us. We hope to welcome you back next time you're in Canberra, Stacey! Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Nicole, Thank you for your lovely feedback and for choosing to stay with us again at Peppers Gallery Canberra. We're delighted that you enjoyed another comfortable stay while visiting your child at ANU. It's wonderful to know that our location continues to be convenient for your family visits. I'm particularly pleased to hear that our team was flexible with check-in arrangements and luggage storage, especially during our ongoing refurbishment. We always aim to make our guests' stays as easy and comfortable as possible, and I'll be delighted to share your kind feedback with the team. Thank you again for your continued support, your loyalty as an ALL member, and your generous recommendation. We look forward to welcoming you back on your next visit to Canberra, hopefully to experience our newly refurbished hotel. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Moreno, Thank you for taking the time to share your feedback. I'm sincerely sorry that your stay at Peppers Gallery Canberra fell well below your expectations. I understand your disappointment with the size and layout of your room, particularly the limited space available for ironing and preparing for your day. I'm also concerned about your comments regarding cleanliness, which should never fall short of our standards. I will follow this up with our Housekeeping team to reinforce our room preparation and inspection procedures. I would also like to share that Peppers Gallery Canberra is currently undergoing a major refurbishment, including significant upgrades to our guest rooms and facilities. We recognise that some of our existing rooms are showing their age, and this renovation is an important step towards delivering the comfort, quality and experience our guests deserve. While these improvements do not change your recent experience, we're genuinely excited about the transformation ahead and hope it will give you a reason to reconsider staying with us in the future. Moreno, thank you again for your honest feedback. I'm sorry we disappointed you on this occasion, and I sincerely hope we'll have the opportunity to welcome you back to a refreshed Peppers Gallery Canberra and provide the experience you should have received. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Carolina, Thank you for your lovely review and for choosing Peppers Gallery Canberra for your first visit to Canberra! I'm so pleased to hear that you had a comfortable stay and that our location worked well for your business trip. It's especially wonderful to know that our team made you feel welcome and were helpful throughout your stay. I'll be sure to pass on your kind words to everyone. Thank you again for your fantastic ratings and for your support as an ALL member. We hope your first visit to Canberra was a memorable one, and we'd love to welcome you back next time you're in town! Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Gulliver, Thank you for your wonderful feedback and for choosing Peppers Gallery Canberra. We're delighted that you and your partner enjoyed a peaceful and comfortable stay, with easy parking and some great local cafés and restaurants to explore. We're fortunate to be surrounded by so many wonderful places in the NewActon neighbourhood. It's especially lovely to hear that our colleague made such a positive impression during check-in. A warm welcome can make all the difference, and I'll be pleased to share your kind words with our Front Office team. Thank you again for your perfect rating and generous recommendation. We look forward to welcoming you both back for another enjoyable stay. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Jess, Thank you for sharing your detailed feedback. I'm sincerely sorry that your stay at Peppers Gallery Canberra was such a disappointing experience. I understand your frustration with the ongoing refurbishment and the limitations to our facilities, particularly when these were not clear to you before arrival. While refurbishment information is provided through our booking channels, your experience highlights that we need to make these changes and their impact much clearer to guests. I'm also sorry that you had difficulty accessing our temporary reception after 9 pm. Having to call for assistance simply to enter the hotel is not the welcoming arrival experience we aim to provide, and we will review how our after-hours access arrangements are communicated. Your comments regarding bathroom cleanliness are particularly concerning. Soap residue and discoloured or mouldy silicone are not acceptable standards, regardless of our refurbishment. I will raise these concerns with our Housekeeping and Maintenance teams for inspection and corrective action. I also acknowledge your disappointment with the Wi-Fi performance and bathroom amenities. As a valued ALL Gold and Accor Vacation Club member, you should feel genuinely recognised and appreciated. I'm sorry that your welcome benefits and overall experience did not meet your expectations. Jess, I appreciate your acknowledgement that our team did their best under the circumstances. Nevertheless, we recognise that the overall experience fell well short of what you should expect from Peppers, and I sincerely apologise. Thank you again for bringing these matters to our attention. We hope to have the opportunity to restore your confidence in us in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Jacqueline, Thank you for taking the time to share your experience. I'm genuinely sorry that your stay at Peppers Gallery Canberra fell so far short of your expectations. I'm particularly disappointed to hear that you felt unwelcome and inconvenienced during check-in, especially when you needed assistance with a room key that wasn't working. A warm, attentive welcome is a fundamental part of our hospitality, and you should never feel that asking for help is an inconvenience. I will address your feedback with our Front Office team to reinforce the importance of professionalism, attentiveness and genuine guest care. I'm equally concerned about the unpleasant smoke smell in your room, particularly as the windows could not be opened. Our rooms are strictly non-smoking, and I will arrange for our Housekeeping and Maintenance teams to investigate the source of the odour and address it appropriately. I understand how disappointing this must have been when you were looking forward to a lovely Peppers experience. We should have delivered much better, both in the comfort of your room and the way you were welcomed. Thank you again for your candid feedback. I'm sorry we've left you considering other accommodation for your next visit, and I hope we may have the opportunity to restore your confidence in us. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Hanna, Thank you for such wonderful feedback and for your loyalty as an ALL member. It’s truly lovely to hear that you and your partner had such an enjoyable stay. We’re especially pleased that our team took such good care of you and paid attention to the special requests you included in your booking. Those little details are what make a stay memorable. We also love your description of our hotel’s heritage charm combined with modern comfort and style. It’s exactly the experience we hope to create for our guests. Thank you again for your perfect rating and kind recognition of our team. We look forward to welcoming you both back to Peppers Gallery Canberra for another memorable stay. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear James, Thank you for taking the time to share your lovely feedback and for your support as an ALL member. We're delighted that you enjoyed our peaceful location, comfortable accommodation and, most importantly, the service provided by our team. It's especially encouraging to hear that the ongoing refurbishment did not affect your overall experience. I also really appreciate your special mention of our hotel manager. It's always wonderful to know when our team's personal attention makes a difference, and I'll be sure to share your kind words with the team. Thank you again for choosing Peppers Gallery Canberra for your business trip. We look forward to welcoming you back, hopefully when you can enjoy our newly refurbished hotel in full. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Peter, Thank you for sharing your lovely feedback and for choosing to stay with us. We're delighted that you and your family enjoyed the peaceful atmosphere and the bright, sunny room. It's particularly nice to hear that your stay felt more like being in a home than a hotel. That sense of warmth and comfort is exactly what we hope our heritage boutique hotel offers. We're also pleased that our team made a positive impression during your visit, and we truly appreciate your continued support as an ALL member. Thank you again, Peter. We look forward to welcoming you and your family back to Peppers Gallery Canberra for another relaxing stay. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ebony, Thank you for your wonderful feedback and for choosing to stay with us! It's especially lovely to receive such positive comments from a fellow Accor team member. We're delighted that you enjoyed your room and felt so well looked after throughout your stay. I'm particularly pleased to hear your kind words about our General Manager, Manoj, and the team who assisted you during check-in and departure. I'll be sure to pass on your lovely feedback, which will mean a lot to everyone. It's also wonderful to know that our ongoing refurbishment didn't affect your experience. We're working hard to maintain the warm, personal hospitality that makes Peppers Gallery special throughout this period. Thank you again, Ebony. It was a pleasure welcoming a fellow Accor colleague, and we look forward to seeing you again, hopefully once you can enjoy the hotel after its transformation. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Christopher, Thank you for your fantastic feedback and for choosing Peppers Gallery Canberra for your family long weekend. We're delighted to hear that you and your family had such an enjoyable stay. It's wonderful to know that our convenient location, easy parking and, most importantly, the friendliness of our team all contributed to a great experience. We're also pleased that you felt well recognised as an ALL member. Thank you for your continued loyalty and for your helpful feedback regarding the WiFi speed, which we'll keep in mind as we work to improve our guest experience. It was a pleasure having you and your family with us, Christopher, and we look forward to welcoming you back for another wonderful stay. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra