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

Dear Madelaine, Thank you for taking the time to share your feedback. I'm very sorry that your stay fell so far short of expectations. I'm particularly concerned about your comments regarding mould around the window frames. This is not the standard of cleanliness or room presentation we expect, and I will be following this up with our Housekeeping and Maintenance teams. I'm also sorry that you experienced difficulties contacting Reception. While I'm pleased our team was helpful when available, you should have been able to reach us when you needed assistance. Your feedback regarding the unanswered calls and full voicemail is important, and we will review this with the team. I also understand your disappointment with the extent of our refurbishment and the reduced facilities available during your stay, particularly in relation to the price paid. While information about our ongoing works is provided through our booking channels, I appreciate that the overall impact may not have been clear when your accommodation was arranged. Your concerns about value for money are entirely understandable. Madelaine, I'm glad you were able to enjoy the bathtub, but I recognise that this alone does not make up for the shortcomings you experienced. Thank you again for bringing these matters to our attention. Your feedback is valuable in helping us improve the experience we provide throughout this refurbishment period. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Marcelle, Thank you for your lovely feedback and for choosing to stay with us during your visit to Canberra. We're delighted that you enjoyed your spacious room, the beautiful gardens and the heritage charm of Peppers Gallery. It's wonderful to hear that our location was so convenient for visiting your son and exploring Floriade, the museums and the lovely lakeside walks. I'm also pleased that our team made such a positive impression throughout your stay. Thank you for mentioning the condition of the rug as well. I'm sorry it wasn't presented to the standard we expect, and we'll follow this up with our Housekeeping team. It was a pleasure having you with us, Marcelle. We look forward to welcoming you back whenever you're next visiting family in Canberra. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ming, Thank you for your wonderful feedback and for choosing Peppers Gallery Canberra for your family stay. We're delighted that you enjoyed the comfort of your room and the unique charm of our beautiful heritage buildings. It's also lovely to see your perfect scores for our team and the overall experience. We appreciate your comments regarding the room's condition, and you'll be pleased to know that our current refurbishment includes updates to our guest rooms, while preserving the heritage character that makes the hotel so special. Thank you again for your kind recommendation. We look forward to welcoming you and your family back to enjoy the next chapter of Peppers Gallery Canberra. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Cameron, Thank you for taking the time to share such detailed feedback. I'm genuinely sorry that your return visit to Peppers Gallery Canberra was so disappointing, particularly given the positive memories you had of staying with us previously. I completely understand your concerns regarding the size of the room, limited natural light and, most importantly, the comfort of the bed. A good night's sleep is one of the most basic expectations of any hotel stay, and I'm sorry we fell short in this regard. Your comments about the mattress and overall room condition are particularly concerning and will be followed up with our Housekeeping and Maintenance teams. I also appreciate your point about value for money. At the rate you paid, it is entirely reasonable to expect comfortable, well-presented accommodation, and I understand why you felt the experience did not reflect that value. While our current refurbishment is transforming both our public areas and guest rooms, I recognise that this does not change the experience you had. We still have a responsibility to provide a comfortable and enjoyable stay throughout this period. On a positive note, I'm very pleased that our team made you feel welcome and looked after. Your kind recognition of their friendliness and professionalism means a great deal, especially during this challenging period for the hotel. Cameron, I'm sorry we couldn't deliver the experience you remembered and expected. I hope that once our refurbishment is complete, we may have the opportunity to welcome you back and restore the positive impression you once had of Peppers Gallery Canberra. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Adrian, Thank you for sharing your lovely feedback and for your continued loyalty as an ALL Platinum member. We're delighted that you and your partner enjoyed your stay, particularly our convenient location, comfortable accommodation and the breakfast experience at QT Canberra. I also appreciate your comments regarding communication about our refurbishment. While information about the ongoing works is available through our booking channels, we understand how important it is for guests to have a clear picture of what to expect before arriving. Your feedback is a valuable reminder for us to continue improving our pre-arrival communication. Most importantly, it's wonderful to hear that you would happily return despite the temporary changes to our facilities. We truly appreciate your understanding and support during this exciting period for the hotel. Thank you again, Adrian. We look forward to welcoming you both back and sharing the next chapter of Peppers Gallery Canberra with you once our refurbishment is complete. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Jennifer, Thank you for your lovely feedback and for your continued loyalty as an ALL Silver member. We're delighted that you and your partner enjoyed your visit to Canberra for Floriade. It's wonderful to hear that you appreciated the spacious room, peaceful garden outlook and heritage charm of our hotel, and especially that you had such a comfortable night's sleep. I'm also pleased that our team looked after you throughout your stay and that we could assist with your booking and the use of your ALL Reward points. Your kind words about our refurbishment are particularly encouraging. We're looking forward to sharing the completed transformation with our guests while preserving the unique character that makes Peppers Gallery so special. Thank you again, Jennifer. We look forward to welcoming you both back to enjoy the hotel once our refurbishment is complete. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Lyn, Thank you for taking the time to share your feedback and for choosing Peppers Gallery Canberra for your family stay. I'm sorry to hear that the room rate for your additional night left you feeling disappointed, particularly after booking four rooms with us. Our room rates vary from day to day based on demand and availability, and extending a reservation may therefore result in a different rate from the original booking. I'm sorry this affected your overall impression of our hotel. I also appreciate your comments regarding the temporary entrance and wayfinding during our refurbishment. We recognise that clear signage and easy access are important, and we are continuing to improve the arrival experience for our guests. Lyn, it's disappointing to hear that this experience has made you reconsider staying with us in the future. We genuinely appreciate your support as an ALL member and Accor Vacation Club member, and I hope we may have the opportunity to welcome you and your family back for a more positive experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Yogesh, Thank you for sharing your feedback and for your continued loyalty as an ALL Gold member. We're delighted that you and your family enjoyed your stay, particularly our convenient location and comfortable accommodation. We also appreciate your understanding while our refurbishment is underway, although I'm sorry that you weren't able to enjoy all of our usual facilities. Thank you especially for your practical suggestion regarding Google Maps and our temporary entrance. I understand how confusing it can be when navigation directs guests to an entrance that is currently closed. We'll look into how we can improve the information available online, alongside our existing arrival directions and signage, to make finding Reception easier. We truly appreciate your support during this period of transformation and look forward to welcoming you and your family back to experience the hotel once our refurbishment is complete. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ian, Thank you for your wonderful feedback and for choosing Peppers Gallery Canberra. We're delighted that you and your partner enjoyed such a comfortable and seamless stay. It's lovely to hear that you appreciated the spacious room, convenient parking and beautiful grounds, as well as the ease of checking in and out. I'm especially pleased by your kind words about our team. Knowing that all three colleagues you encountered made such a positive impression means a great deal, and I'll be delighted to share your recognition with everyone. Thank you also for your continued support as an ALL member and for your fantastic recommendation. We look forward to welcoming you both back for another memorable stay. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Susanne, Thank you for taking the time to share your feedback and for choosing Peppers Gallery Canberra. I'M. sorry that the extent of our refurbishment and the temporary closure of our facilities came as a surprise during your stay. While information about the ongoing works is available through our booking channels, I appreciate that this may not have been clearly communicated when your accommodation was arranged. We understand how important it is for guests to know what to expect before arriving. I'M. also sorry that your room felt smaller than you had anticipated from the photos. Your feedback is helpful as we continue to review how we present our accommodation and communicate with guests. On a positive note, I'M. delighted that you found our room clean and comfortable, and particularly pleased that our team member made you feel welcome and helped you with information and maps for Floriade. I'll be sure to share your kind recognition with the team. Thank you again, Susanne. We appreciate your understanding during this period of transformation and hope to welcome you both back to enjoy the hotel once our refurbishment is complete. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Philippe, Thank you for your wonderful feedback and for choosing Peppers Gallery Canberra during your visit to Floriade. We're delighted that you and your partner enjoyed such a relaxing and comfortable stay. It's lovely to hear that our peaceful surroundings and convenient location made your visit to Canberra even more enjoyable. I'm especially pleased that our Reception team made a positive impression by providing helpful information and local recommendations. I'll be sure to share your kind words with them, as it's always rewarding to know their personal attention has made a difference. Thank you also for your support as an ALL member and for your perfect ratings across the experience. It means a great deal to know that you would happily consider staying with us again. We look forward to welcoming you both back to Peppers Gallery Canberra on your next visit to Australia. Warm regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Sem, Thank you for sharing your feedback. I'm pleased to hear that you generally enjoyed your stay, but I'm very sorry that the cleanliness of your room fell below expectations. I'm particularly concerned about your comments regarding the cups and teaspoons being left dirty. These items should always be properly cleaned and presented hygienically for every guest, and simply wiping them down is not acceptable. I will follow this up directly with our Housekeeping team to reinforce the correct cleaning and replacement procedures, along with our room inspection standards. Sem, I completely understand your disappointment. Cleanliness is a fundamental part of a comfortable hotel stay, and we should have done better. Thank you again for bringing this to our attention. We hope to welcome you back and provide a much better experience next time. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Jacqui, Thank you for sharing your feedback. I'm very sorry that your stay fell well below the standards you expected from Peppers Gallery Canberra. While our refurbishment has temporarily affected some facilities, this should not compromise guest safety, comfort or service. I'm particularly concerned about the equipment obstructing the hallway and the wet, slippery bathroom floor. These issues are unacceptable and will be raised with our Maintenance and Housekeeping teams for inspection and corrective action. I also apologise for the disappointing room experience, including the television, missing amenities and unsuitable bathroom setup. We will review the room allocation and room inspection procedures with our Front Office and Housekeeping teams to help prevent similar experiences. Jacqui, I understand your disappointment, especially as a valued ALL Gold and Accor Vacation Club member. Thank you for bringing these concerns to our attention. We hope to have the opportunity to restore your confidence in Peppers Gallery Canberra in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Mark, Thank you for taking the time to share your detailed feedback. I'm very sorry that your stay was such a disappointing experience. I understand your frustration with the difficulty finding our temporary reception, the lack of clear signage and the waiting time for assistance. These are important parts of the arrival experience, and we should have made your visit much easier from the beginning. I'm also sorry that the condition and layout of your room, particularly the bathroom and lack of privacy, fell short of your expectations. Our current refurbishment includes upgrades to our guest rooms and public areas, and your comments reinforce the importance of these improvements. However, we recognise that our guests still deserve a comfortable and well-maintained environment throughout this period. I'm particularly disappointed to hear that you felt your ALL membership was not acknowledged. Every member should feel welcomed and recognised, and we will reinforce this expectation with our Front Office team. We appreciate your feedback and sincerely apologise that we did not deliver the experience you expected from Peppers. We hope to have the opportunity to welcome you both back once our refurbishment is complete and provide a much-improved experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra