Dear Narelle, Thank you for taking the time to share your detailed feedback. I’m sorry that the current refurbishment and temporary closure of our usual food and beverage facilities impacted your experience. Information regarding the refurbishment is provided through our booking channels and pre-arrival communication; however, we appreciate that the extent of the temporary changes was not clear to you when booking. Your comments regarding the bathroom lighting, mirror placement, power points and minibar are particularly valuable, and we have shared these with the relevant team as we continue our refurbishment program. Thank you again for your constructive feedback. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Brian, Thank you for taking the time to share your feedback following your recent stay with us. I am very sorry that your experience fell well below your expectations. While our hotel is currently undergoing a significant refurbishment, I understand that the temporary reduction in facilities, particularly the absence of our usual in-house food and beverage services, affected the value and overall experience you felt you received. I am also disappointed to hear that our team came across as disinterested. Regardless of the limitations created by the refurbishment, warm, attentive and genuine hospitality remains entirely within our control, and I apologise that this was not your experience. Regarding the $100 pre-authorisation, this is our standard security deposit taken at check-in and is released following departure, subject to the processing time of the guest’s financial institution. However, I appreciate your feedback regarding how relevant this felt given the reduced facilities currently available. I am pleased that you found the cleanliness of your room to a good standard, but clearly this alone was not enough to provide the stay you expected. Your comments regarding the room condition, Wi-Fi, breakfast arrangements and overall value have all been noted as we continue both our refurbishment and operational improvements. Thank you for being candid about your experience. We recognise that we have considerable work to do to restore your confidence in Peppers Gallery Canberra, and I am sorry that we did not deliver a better stay on this occasion. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Daniel, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry that your room experience fell well below expectations. Your comments regarding the condition of the headboard, stained furniture, musty atmosphere and overall presentation are concerning, and I appreciate you bringing them to our attention. These are areas that should have been identified and addressed before the room was presented for arrival. I also apologise for the poor Wi-Fi performance and the limitations of the current television system. I understand how important reliable connectivity and in-room entertainment are, particularly for business travellers. As you noted, the hotel is currently undergoing a significant refurbishment, which includes our guest rooms as well as the public areas. We recognise that a number of the existing rooms are dated and that the refurbishment is necessary to bring the accommodation back to the standard our guests expect from Peppers. I am pleased to hear that you found our team pleasant, but I appreciate that good service alone could not make up for the issues with the room itself. Thank you again for your candid feedback. Your comments have been shared with our Housekeeping and Maintenance teams and will also be considered as we progress through the refurbishment. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

# Guest Review Response Dear Stacey, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry that our current refurbishment and the temporary closure of our restaurant and bar had such an impact on your experience. We understand that these facilities form an important part of a hotel stay, and I appreciate your disappointment with the limited services currently available on-site. While information regarding the refurbishment is provided through our booking channels and pre-arrival communication, we recognise that the practical impact can still be greater than guests anticipate once they arrive. Most importantly, thank you for your lovely comments about our team. It is wonderful to hear that despite the limitations of the hotel at present, our team made a positive impression and that your arrival and departure experiences went well. I will be very pleased to share your comments with them. We appreciate your patience while this significant transformation is underway and hope we may have the opportunity to welcome you back once the refurbishment is complete, when you can experience Peppers Gallery with its full facilities restored. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Bronwyn, Thank you for taking the time to share your feedback, and also for choosing to stay with us on multiple occasions over the past five years. I am sorry that the condition of the hotel has increasingly affected your experience and that this stay fell well below the standard you expected. Your comments regarding the air conditioning, room condition, bathroom, courtyard lighting and curtains are all valid concerns, particularly where they affected your comfort and ability to sleep. You are absolutely right that the property is in need of significant refurbishment. We are currently undertaking a major renovation program across the hotel, including guest rooms and public areas, to address many of the issues you have highlighted. I am pleased to hear that our team continues to leave a positive impression, and I will be sure to share your comments with them. At the same time, I recognise that good service alone cannot compensate for facilities that no longer meet expectations. Thank you also for your continued support as an ALL Silver member and for your honest feedback. We genuinely appreciate your loyalty and hope to have the opportunity to welcome you back once the refurbishment is complete and provide you with a much improved experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ainslie, Thank you for taking the time to share your detailed feedback following your recent stay with us. I am very sorry that you did not feel warmly welcomed upon arrival. This is particularly disappointing to hear, as our team should make every guest feel genuinely welcome and be approachable and helpful, especially when assisting visitors who may be unfamiliar with Canberra. I also apologise for the issues that affected your comfort during the night. The difficulty adjusting the air conditioning, the intermittent noise and the bathroom light requiring replacement should have been identified and addressed. Your comments regarding the bathroom lighting are also appreciated, particularly from the practical perspective of applying make-up. We have shared the maintenance concerns you raised with our team for follow-up. As we continue with the hotel's refurbishment, feedback such as yours is also valuable in identifying areas where the existing guest experience needs improvement. Thank you for being specific about where we fell short. While I am pleased that the cleanliness of your room was generally satisfactory, I recognise that this does not make up for an uncomfortable night's sleep or an arrival that left you feeling unwelcome. Please accept my sincere apologies for the experience you had with us. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear G., Thank you for taking the time to share your feedback following your recent stay with us. I sincerely apologise for the confusion regarding your reservation prior to arrival. Being advised that your room was unavailable, arranging for your company travel team to look for alternative accommodation, and then being contacted again to confirm the room was available would understandably have caused unnecessary frustration and inconvenience. I am also sorry that finding our temporary reception and navigating the parking arrangements added further difficulty to your arrival. With the hotel currently undergoing refurbishment, clear directions and communication are particularly important, and we appreciate your feedback on where the arrival experience can be improved. I also acknowledge your comments regarding breakfast. Our usual in-house food and beverage facilities are temporarily unavailable during the refurbishment, with alternative arrangements currently in place, and I am sorry these were not clearly communicated during your stay. Thank you again for your candid feedback. While I am pleased that your check-in and departure went relatively well once you reached us, I recognise that the overall experience involved far more hassle than it should have. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Sharon, Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you had a comfortable stay and, most importantly, that you found our team helpful throughout your visit. Your excellent ratings for our team, cleanliness, arrival and departure are greatly appreciated, and I will be very pleased to share your kind comments with everyone. Thank you also for your continued loyalty as an ALL Gold member. We truly appreciate your support and hope to welcome you back to Peppers Gallery Canberra again soon. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Kevin, Thank you for taking the time to share your feedback, and particularly for returning to Peppers Gallery Canberra following your previous stay with us. I am sorry that the timing and clarity of the communication regarding our refurbishment left you feeling disappointed. Information regarding the refurbishment is available through our booking channels, and we also send pre-arrival communication to our guests. However, I completely appreciate your point that receiving our detailed pre-arrival email so close to your stay did not give you sufficient time to reconsider your arrangements, particularly when the temporary closure of our usual bar, restaurant and reception facilities would have influenced your decision to stay with us. I am pleased that you found your room comfortable and that our Reception team was apologetic and helpful when you arrived. I will certainly share your comments with them. More importantly, I am sorry that this experience has affected the trust you previously placed in Peppers and Accor. Your feedback regarding the timing and prominence of our refurbishment communication is important, and we recognise that guests need to clearly understand the practical impact of the works before arriving. Thank you again for your honest feedback and for your continued loyalty as an ALL Gold member. We hope that once our refurbishment is complete, we may have the opportunity to restore your confidence and welcome you back for the comfortable Peppers experience you remember from your previous stay. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Andrew, Thank you for sharing your feedback. I’m sorry for the disappointment caused during your stay. Our General Manager has now responded to you directly regarding the concerns raised and your request for resolution. We appreciate you bringing this to our attention. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Jackson, Thank you for taking the time to share your feedback. I’m sorry that the condition of the room affected your stay, particularly as you had specifically chosen a room with a bath to enjoy during your visit. The bath plug should have been fully functional, and I apologise for the disappointment this caused. Your comments regarding the bed and overall room condition have also been noted. Our guest rooms are included in the hotel’s current refurbishment program, and we look forward to providing a significantly improved experience once the works are completed. Thank you again for your constructive feedback, and we hope to welcome you back for a much more comfortable stay in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear E., Thank you for taking the time to share your feedback. I’m sorry that the room did not fully meet your expectations. Your comments regarding the bathroom lighting, in-room water provision and the condition of the shower amenities are appreciated and have been shared with the relevant teams for follow-up. I’m pleased to hear that our team made a positive impression during your stay, and I will be sure to pass on your kind comments. Thank you again for your constructive feedback. We hope to welcome you back for a more comfortable experience in the future. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Julia, Thank you for taking the time to share your detailed feedback. We’re pleased to hear that you had a comfortable stay, found your room lovely and clean, and particularly enjoyed the breakfast at QT. I’m sorry that the construction and surrounding roadworks made your arrival more challenging. Thank you also for highlighting the missed replenishment of tea and milk, as well as the light entering through the bathroom. Your suggestion of providing clearer information on nearby dining options during the refurbishment is also very helpful. We truly appreciate your constructive feedback and your kind comments about our team. We hope to welcome you back again, ideally once our refurbishment is complete. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Friedbert, Thank you for taking the time to share your detailed feedback following your recent stay with us. I am very sorry that your experience fell below the standard you expected from Peppers Gallery Canberra, particularly as a valued ALL Platinum member. I am especially concerned by the cleanliness and maintenance issues you identified. Finding a dead cockroach and a used tissue in the bathroom is unacceptable and clearly indicates that the room was not inspected to the standard we expect. The loose power point is equally concerning from a safety perspective. Both matters have been raised with our Housekeeping and Maintenance teams for immediate follow-up. I also understand your disappointment with our current breakfast arrangements. During our refurbishment, breakfast is temporarily provided at QT Canberra, and I appreciate that having to leave the hotel during a Canberra winter is less convenient than an in-house service. Your comments regarding the breakfast inclusions and how these arrangements are communicated are also valuable to us. Our heritage building is an important part of what makes Peppers Gallery unique, and the current refurbishment is intended to improve both the condition and overall guest experience while respecting that character. In the meantime, however, refurbishment is no excuse for shortcomings in cleanliness, safety or service. Thank you again for your candid feedback. We take these concerns seriously and appreciate you giving us the opportunity to address them. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Gilsun, Thank you for taking the time to share your feedback. I am very sorry that your stay with us was disappointing, particularly as you were visiting Canberra to celebrate your father-in-law’s birthday. I completely understand that the refurbishment had a much greater impact on your stay than you had anticipated. Information regarding our current refurbishment is provided on our website and is also included in our pre-arrival communication. However, I appreciate from your feedback that the extent of the temporary arrangements was not clear enough to you before your arrival, and I am sorry that your expectations were therefore very different from the experience you encountered. I am particularly sorry about the inconvenience of having to walk to our temporary breakfast venue with your 80-year-old father-in-law during Canberra’s winter. While alternative breakfast arrangements are in place during the refurbishment, I appreciate that this was not convenient for your family, and I also apologise if the walking distance was not explained accurately. I am also very concerned by your comments regarding mould in the bathroom. This is not the standard we expect, and the matter has been raised with our Housekeeping team for investigation. We did upgrade one of the two rooms within your booking in an effort to make your family’s stay more comfortable; however, I recognise that this did not make up for the overall experience or the disappointment you felt with the other room and our temporary facilities. I am equally sorry that the service from our team did not feel as warm and welcoming as it should have. Even during a challenging refurbishment period, friendly and genuine hospitality remains entirely within our control. Thank you again for sharing your experience so openly. Your feedback is valuable as we continue both our refurbishment and our efforts to better prepare guests for the temporary changes during this period. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Ka H., Thank you for taking the time to share your detailed feedback following your recent stay with us. We are pleased to hear that you enjoyed our location and found the room layout, bed and linen to the standard you expected from Peppers. Thank you also for recognising the arrival information and signage we currently have in place. We appreciate that, despite these arrangements, navigating the temporary entrance and reception can still be confusing during the refurbishment. I am sorry that information regarding our temporary food and beverage arrangements was not clear or easily accessible during your stay. I also understand your disappointment at not being able to enjoy your usual Accor Plus dining benefits on-site. This is valuable feedback for us as we continue to improve how we communicate the available alternatives to our guests. Thank you also for highlighting the television and casting limitations. We recognise that some of our existing in-room technology is dated, and this is an important area being considered as part of the hotel's refurbishment and upgrade. We genuinely appreciate your patience while the transformation is underway and your constructive comments on where we can improve in the meantime. We hope to have the opportunity to welcome you back once the refurbishment is complete so you can experience the finished hotel. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear LindaGai, Thank you for taking the time to share your lovely feedback following your recent stay with us. We are delighted to hear that you had a comfortable stay and that our location worked well for your family. Most importantly, thank you for your wonderful comments about our team. It is always rewarding to hear that their service made a positive difference to your experience, and I will be very pleased to share your feedback with them. We also appreciate your understanding while our refurbishment is underway. There are certainly some exciting improvements ahead, and we are looking forward to seeing the transformation completed. Thank you again for choosing Peppers Gallery Canberra. We hope to welcome you and your family back in the future to experience the newly refurbished hotel. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Andrew, Thank you for sharing your feedback. I am very sorry that your stay fell so far below expectations. Information regarding our current refurbishment and temporary facilities is provided through our booking channels and pre-arrival communication. However, I appreciate that the extent of the works and their impact on your stay were clearly not what you had anticipated. I am also sorry that you felt unsupported when raising your concerns with our team. Regardless of the refurbishment, we should always listen carefully, show genuine understanding and assist wherever possible. While I’M. pleased that you found the room clean, I recognise that the overall experience and limited facilities did not represent the value or standard you expected. Thank you for your candid feedback. Your concerns have been taken seriously and shared with our management team. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra

Dear Tamila, Thank you for taking the time to share your feedback following your recent stay with us. I am sorry that your experience fell below expectations. You are correct that the hotel is currently undergoing a significant refurbishment, and I’m pleased to confirm that the project extends beyond our lobby and restaurant, with our guest rooms also forming part of the hotel’s wider transformation. I also apologise that our temporary food and beverage arrangements and the service you received from our team did not meet expectations. While refurbishment inevitably creates some limitations, it should not prevent us from providing clear information, genuine hospitality and consistent service to our guests. Your comments regarding the team have been taken seriously and will be shared as part of our ongoing training and development. Thank you for your honest feedback and for highlighting the areas where we can do better. We hope there may be an opportunity to welcome you back once the refurbishment is complete and provide you with a much improved Peppers experience. Kind regards, Odea Zhang Rooms Division Manager Peppers Gallery Canberra