Dear Suzie, Thank you for staying with us again and for taking the time to share your feedback. I am pleased that you continue to enjoy our location and the service from our team. I will pass your comments on to them. I am sorry about the condition of your bathroom, particularly the shower. The built-up staining and poor presentation you described are unacceptable and do not meet our cleaning standards. I have shared your feedback with our housekeeping and maintenance teams so the bathroom can be inspected and the underlying issues addressed. We appreciate your continued support and hope to welcome you back for a much better stay. Kind regards, Scott Freund General Manager

Dear Megan, Thank you for taking the time to share your feedback about your recent stay. I am genuinely sorry that noise from the mechanical equipment, resort operations and the conference affected your family’s ability to relax and sleep. I understand how frustrating this would have been, particularly when you had booked one of our penthouse apartments expecting a comfortable and peaceful stay. I am also concerned that our team did not respond appropriately when you raised the volume of the conference entertainment. We should have managed the situation better and taken further action at the time. I care about the experience our guests receive, and I am disappointed that we let you and your family down. If you would consider returning to Peppers Noosa, I would be pleased to offer you 20% off your next stay. Please contact me directly before booking, and I will personally look after the arrangements and your stay. Kind regards, Scott Freund General Manager

Dear Kate, Thank you for taking the time to share such wonderful feedback, and for your loyalty as a Classic member. We're absolutely delighted our resort made such an impression, and it's lovely to know the two-bedroom villa was spacious and spotless throughout. We're especially thrilled Mary and our breakfast chef stood out for their exceptional service, we'll be sure to pass on your kind words to them both. We can't wait to welcome you and your family back to Peppers Noosa Resort & Villas soon. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Liza, Thank you for your wonderful review and for your loyalty as a Silver member. We’re so pleased to hear you enjoyed your villa, our amenities and the service from our team. We hope to welcome you back to Peppers Noosa Resort & Villas again soon. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Greg, Thank you for taking the time to share your feedback and for your loyalty as a Gold member. We’re pleased to hear you were comfortable in your room and that our team were so helpful throughout your stay. We’re sorry, however, that some aspects of the resort were not as accessible as you had hoped. We appreciate you sharing this with us, particularly as accessibility is an important consideration when choosing accommodation. Thank you again for your feedback, and we hope to have the opportunity to welcome you back to Peppers Noosa Resort & Villas. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Ms C., Thank you for taking the time to provide detailed feedback about your recent stay. I am sorry that your return visit fell well below the standard you experienced previously and expected from Peppers. The bathtub should never have been presented with visible dirt and hair, and you certainly should not have needed to clean it yourself. The condition of the iron was also unacceptable, although I am pleased the team replaced it promptly. I am particularly concerned about the metal plate inside the microwave. This should have been identified and removed during our room checks before your arrival. I have raised this with our Housekeeping and Maintenance teams for investigation. I also apologise that you were not told the room telephone was out of service or given another way to contact Reception. Having to spend time troubleshooting the phone and then walk back to Reception was frustrating and avoidable. As an ALL Gold member, your loyalty and status should have been acknowledged at check-in. We failed to provide that recognition, and I understand why this affected your view of the program and your stay. Thank you for recognising the friendly front desk team and the prompt replacement of the iron. However, the other issues should not have occurred. I would appreciate the opportunity to speak with you directly and discuss an appropriate resolution. Scott Freund General Manager

Dear Richard, Thank you for sharing your feedback about your recent stay. I am pleased our front desk team looked after you well, but I apologise that the condition of your apartment did not meet the same standard. The drain smell, stained sofa and shower seal repeatedly coming loose should all have been identified before your arrival. I have shared the specific details of apartment 4303 with our Housekeeping and Maintenance teams so they can inspect and address each item. I also acknowledge your comments about the apartment feeling dark and tired, as well as the limited gym facilities. We know areas of the resort require updating, and feedback like yours forms part of our refurbishment planning. You also noted that our sustainability work was not visible during your stay. While we have several practices in place across the resort, we clearly need to communicate them better to our guests. Thank you again for recognising the service provided by our team. I am sorry the condition of the apartment detracted from your time in Noosa and left you disappointed. Scott Freund General Manager

Dear Matthew, Thank you for your excellent review. I’m pleased you enjoyed a relaxing stay, from check-in through to departure, and that our team consistently recognised you as an ALL Silver member. I apologise that your welcome drink was missed. We will follow this up with the team. We appreciate your support and look forward to welcoming you back. Kind regards, Scott Freund General Manager

Dear James, Please accept my sincere apologies for the room cleanliness, event noise and the lack of recognition you received as an ALL Gold member. Your loyalty to Accor should have been acknowledged from the moment you arrived. While room upgrades depend on availability at check-in, our team should have recognised your Gold status, discussed the options available and offered an alternative benefit if an upgrade could not be provided. I am sorry this did not happen. The amount of dust and grime you described is unacceptable, particularly given your asthma and dust allergy. Your room should never have been presented in that condition. I am also sorry that the corporate event disrupted your final night and prevented you from resting before an early start. We let you down across several parts of your stay, and I understand why you have lost confidence in returning. Please contact me directly so I can review your booking and discuss an appropriate resolution. Scott Freund General Manager

Dear Geoffrey, Thank you for taking the time to share your feedback and for your loyalty as a Platinum member. We’re pleased to hear you enjoyed our location, although we’re sorry that your injury prevented you from making the most of the resort during your stay. Thank you again for your feedback, and we hope to have the opportunity to welcome you back to Peppers Noosa Resort & Villas. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Janet, Thank you for taking the time to share your feedback and for your loyalty as a Diamond member. We’re pleased to hear you enjoyed the peaceful setting of the resort and that your overall stay was enjoyable. We’re sorry, however, that the road resurfacing during your stay caused such significant noise. We understand how disruptive this must have been, particularly as you had not been notified beforehand, and we sincerely apologise for the inconvenience caused. We’re also glad to hear how well you were looked after by our restaurant team member. We’ll be sure to share your kind words with her. Thank you again for your feedback and for recognising the efforts we make towards sustainability. We hope to have the opportunity to welcome you back for a more enjoyable experience next time. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Richard, Thank you for your wonderful review and for your loyalty as a Platinum member. We’re thrilled to receive your perfect score and so pleased to hear that our location and team made your stay such a great experience. Your kind words about our staff are truly appreciated. It was a pleasure having you stay with us, and we hope to welcome you back to Peppers Noosa Resort & Villas again soon. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Mr D., Thank you for taking the time to provide such detailed feedback about your dining experience. I am genuinely sorry that your evening at Park & Cove fell so far short of the standard we expect to provide our guests. I completely understand your frustration. Being asked to choose a menu, only to then find that two of your selected main courses were unavailable, followed by confusion around which menu you could order from and where you could be seated, would have been disappointing enough. Having then experienced delays with your drinks and meals, a burnt burger bun, and having to leave your table multiple times to follow up with our team and request your bill is simply not the experience we want for any guest. I am particularly disappointed to hear that the communication around the restaurant's operating arrangements made the situation worse. Regardless of the structure behind the scenes, you were staying at our resort and quite rightly expected a seamless and consistent experience. That explanation should never have been presented in a way that made you feel that the restaurant's responsibilities were separate from your experience as a resort guest. It is also disappointing that, following this experience, you chose not to return for the remainder of your stay. We clearly had several opportunities to recover the situation and failed to do so. Thank you for highlighting the breakfast team in your feedback. It is wonderful to hear that their welcoming, professional and genuinely caring service made such a positive impression. I will certainly share those comments with the team. At the same time, your feedback regarding the evening service will be addressed with the relevant team members, particularly around menu availability, communication, service recovery and ensuring we are consistently looking after guests at their tables. Your comments are valuable because they highlight that while we are delivering the level of hospitality we expect in some areas, we did not deliver it consistently across your stay. Please accept my sincere apologies for the experience you had. I appreciate you bringing it to our attention and giving us the opportunity to learn from it. Thank you. Andrew Wilcox Director of Food & Beverage

Dear Matthew, Thank you for your wonderful feedback and for your loyalty as a Gold member. We’re so pleased you enjoyed our peaceful setting, and we truly appreciate the perfect score. We’re sorry for the confusion around your complimentary nights. We appreciate you bringing this to our attention and will take your feedback on board. We hope to welcome you back to Peppers Noosa Resort & Villas again soon. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear David, Thank you for your wonderful feedback and for your loyalty as a Platinum member. Receiving a perfect score is such a great compliment, especially knowing this was your first stay with us. We also really appreciate you taking the time to recognise Luiz, and we’ll be sure to share your kind words with him. It was a pleasure having you stay with us, and we hope to welcome you back to Peppers Noosa Resort & Villas for another enjoyable stay. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Donna, Thank you for taking the time to share your feedback and for your loyalty as a Gold member. It’s wonderful to hear how much you continue to enjoy staying with us, and we’re especially pleased that Sandy and Hazel made such a positive impression. We’ll be sure to pass on your kind words to both of them. We’re sorry to hear that your dining experience did not meet expectations. Your comments are genuinely appreciated and will be shared with our Food & Beverage team for review. Thank you again for your continued support. We hope to welcome you back to Peppers Noosa Resort & Villas again soon. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas

Dear Manny, Thank you for sharing your feedback. I’m sorry the accommodation did not meet your expectations and that noise affected your sleep. Your comments regarding the dated bathroom and carpets are noted. The leaves on the floor and lack of vacuuming during your stay are also below the standard you should have received, and we are addressing this with our Housekeeping team. I’m pleased our reception team made a positive impression, particularly the French team member who assisted you. I will share your recognition with her. Thank you again for your honest feedback. Kind regards, Scott Freund General Manager

Dear Bonnie-Lee, Thank you for your review and for your loyalty as a Platinum member. It's great to have you stay with us again, and I'm glad you had another enjoyable visit. Thank you for taking the time to share your feedback. We look forward to welcoming you back again soon. Warm regards, Luiz Magalhaes Front Office Manager

Dear Alexandra, Thank you for taking the time to share your feedback and for your loyalty as a Classic member. We're pleased to hear you enjoyed the apartment and our service, however, we're sorry that the cleanliness did not meet your expectations. We appreciate you bringing this to our attention, and your comments have been shared with our housekeeping team for review and follow-up. Thank you again for your feedback. We hope to have the opportunity to welcome you back to Peppers Noosa Resort & Villas for a more enjoyable stay. Kind regards, Giorgia Assistant Manager Peppers Noosa Resort & Villas