Dear Lisa, Thank you for your wonderful feedback regarding your recent stay. We are delighted to hear that you enjoyed our central location, cleanliness, and the stunning views from your apartment. Your satisfaction is our priority, and we appreciate your kind words. Kind regards, Peppers Soul Surfers Paradise

Dear Christie, Thank you for your kind words regarding your recent stay. We are delighted to hear that you had such a perfect stay with us. We look forward to welcoming you back in the future. Best regards, Peppers Soul Surfers Paradise

Dear Gokel B., Thank you for your positive feedback regarding our location and room comfort. We are pleased to hear that you enjoyed the amenities provided in our apartments. Thank you for your loyalty with us as a platinum member. We hope to welcome you back soon. Best regards, Peppers Soul Surfers Paradise

Dear Craig, Thank you for your continued patronage and positive feedback regarding our location and facilities. We understand that pricing is an important consideration, and we appreciate your thoughts on this matter. Kind regards, Peppers Soul Surfers Paradise

Dear Susan, Thank you for taking the time to share your detailed feedback following your recent stay with us during the Pacific Air Show. We are delighted to hear that Apartment 2405 provided the perfect location and that you enjoyed the balcony and views of the Air Show. It is also wonderful to hear that you found the apartment clean and that our team member at check-in was so welcoming and helpful. We sincerely appreciate your kind comments. That said, I am sorry that a number of maintenance and comfort issues detracted from your overall experience. The wet carpet and mouldy smell near the ensuite, leaking kitchen tap, shower hose and damaged lamp shade are certainly not the standard we expect. We will ensure these items are referred to our maintenance team for attention. We will also review the furniture and balcony seating in the apartment, as we appreciate your feedback regarding comfort and suitability for a three-bedroom apartment. I also understand your frustration with the lift situation, particularly during such a busy and significant event as the Pacific Air Show. Having one lift unavailable resulted in extended wait times, and we appreciate your understanding while also recognising the inconvenience this caused. We also apologise for the confusion on arrival regarding the changed traffic arrangements around the property. We understand how frustrating this would have been after travelling to the hotel, particularly when you had not received the relevant information in advance. We will review how this information is communicated to guests ahead of major events. It is very encouraging to hear that, despite these issues, you would consider staying in Apartment 2405 again for next year's Air Show. We hope to have the opportunity to welcome you back and provide the seamless experience you deserve. Thank you again for your constructive feedback and for acknowledging the efforts of our team. Warm regards, Martin Operations Manager Peppers Soul

Dear Siti, Thank you for your kind words regarding our prime location and stunning views. We are thrilled to hear that you enjoyed your stay with us at Peppers Soul Surfers Paradise. We also appreciate the feedback provided; this will be shared with our team to ensure we can provide an exceptional experience for our guests in the future. Kind regards, Peppers Soul Surfers Paradise

Dear Maureen B., Thank you for sharing your delightful feedback. We are thrilled to hear that you enjoyed your stay and that we could contribute to making your 70th birthday memorable. It was our pleasure to host you, and we hope to welcome you back in the future. Best regards, Peppers Soul Surfers Paradise

Dear Matthew R., Thank you for your kind words regarding your recent stay. We are delighted to hear that you enjoyed our prime location and found the apartment to be spacious. It is always our aim to provide a memorable experience for our guests. Best regards, Peppers Soul Surfers Paradise

Dear Mark R., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you enjoyed our prime location and found your room beautiful. We hope to welcome you back for another fantastic experience in the future. Best regards, Peppers Soul Surfers Paradise

Dear Tim, Thank you for your feedback regarding your recent stay with us. We are pleased to hear that you enjoyed the beautiful views from your room and appreciated the hotel's location and our breakfast buffet. We acknowledge your concerns about the shower head maintenance and the timing of the turn down service. Your input is valuable, and we will take it into consideration for future improvements. Thank you once again for your review and your loyalty as a Platinum Member. We hope to welcome you back soon. Best regards, Peppers Soul Surfers Paradise

Dear Geoff, Thank you for your positive feedback regarding your stay with us during the Pacific Airshow. We are delighted to hear that our location met your expectations and contributed to your experience. Thank you for your loyalty as an Accor Gold Member. We look forward to welcoming you back in the future. Best regards, Peppers Soul Surfers Paradise

Dear Melanie, Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you really enjoyed your AirShow experience and that our team made such a positive impression. It is wonderful to know that our staff were lovely and helpful throughout your stay, and we also appreciate your positive comments regarding the booking, arrival, cleanliness, Wi-Fi and departure experience. We do, however, acknowledge your comments regarding the condition of the building and your disappointment with the beachfront view. We understand that having booked well in advance, you had hoped for a more favourable outlook, particularly for such a special event as the AirShow. Your feedback is appreciated and will be shared with the relevant team as we continue to look for opportunities to improve our guests' experience. Thank you again for choosing Peppers Soul and for your valued feedback. We hope to have the pleasure of welcoming you and your family back to the Gold Coast for another memorable stay. Warm regards, Martin Operations Manager Peppers Soul

Dear Nicole, Thank you for sharing your thoughts regarding your recent stay with us. We are delighted to hear that you enjoyed our prime location and the luxurious amenities we offer. Your feedback about the shower facilities has been duly noted, and we appreciate your input as it helps us to enhance our guest experience. Thank you for your loyalty as an Accor Platinum member and for such honest and helpful feedback. We look forward to welcoming you back for next year's Air Show and hope to provide you with an even more comfortable stay. Best regards, Peppers Soul Surfers Paradise

Dear Rob, Thank you for taking the time to share your feedback. We are pleased to hear that you had a pleasant booking experience. We are sorry to hear that your arrival and check-in experience started your stay on a disappointing note. We appreciate how frustrating it must have been to be asked to return to your vehicle to locate a physical card after travelling for over an hour. For security and verification purposes, a physical credit or debit card is required to be presented at check-in. Unfortunately, this requirement applies even where the accommodation has already been paid for, as the card is also required for the security deposit. We are unable to accept Apple Pay or a digital card for this purpose. We appreciate that this was not the most convenient start to your stay, and we are pleased that you were ultimately able to locate a card and complete your check-in. Thank you again for sharing your experience, and we hope the remainder of your stay was enjoyable. Kindest regards, Peppers Soul Management Team

Dear Tamara, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our location and that our team made a positive impression during your stay. It is wonderful to know that the staff were lovely and responsive whenever assistance was required. However, we are sorry that aspects of the apartment did not meet your expectations, particularly in relation to the supplies provided and the overall condition of the room. We appreciate how frustrating it must have been to repeatedly contact Housekeeping for additional essentials, especially while travelling with a group of six guests during such a busy weekend. We are also sorry to hear that the dishwasher was not functioning on arrival and that the condition of some areas of the apartment detracted from your experience. Your comments have been noted and will be shared with the relevant teams as we continue to review both the presentation of our apartments and the supplies provided for larger bookings. Thank you again for your feedback. We hope to have the opportunity to welcome you back and provide you with an experience that better reflects the standard we aim to deliver. Kindest regards, Peppers Soul Management Team

Dear Ravneet, Thank you for taking the time to share your feedback. We are pleased to see that you rated several aspects of your stay positively, including the cleanliness of the hotel, your accommodation and the service provided by our team. However, we are sorry that the absence of in-room dining significantly impacted your overall experience, particularly while travelling for a work conference. We understand the convenience of being able to order a meal or coffee directly to your room is important, and we appreciate your feedback. We hope to have the opportunity to welcome you back in the future and provide you with a better overall experience once we reintroduce our in-room dining service. Kindest regards, Peppers Soul Management Team

Dear Garry, Thank you for taking the time to provide us with your feedback. We understand how disappointing and inconvenient the road closures and restricted vehicle access would have been, particularly given the amount paid for your stay. The road closures were implemented by the local council in connection with the Pacific Airshow and were outside of the hotel's control. Unfortunately, we were not advised of the confirmed access restrictions at the time your reservation was made. As soon as we received the relevant information and correspondence regarding the closures, we contacted our upcoming guests to provide as much notice as possible. We do understand, however, that this does not remove the inconvenience caused. As a centrally located property in the heart of the Airshow precinct, our location offers a prime position for the event, although we acknowledge that this can also come with access and traffic challenges during such a major event. We are also very disappointed to hear of your experience with the elevator wait times and the service received from our Concierge team. We understand how frustrating it would have been to experience delays of up to 15 minutes, particularly when combined with the access difficulties you experienced on arrival. This is certainly not the level of service we aim to provide. We appreciate your feedback and are sorry that your overall experience did not reflect the value or level of service you expected from your stay. We hope to have the opportunity to welcome you back in the future for an experience that better reflects the level of service we strive to provide. Kindest regards, Peppers Soul Management Team

Dear Guy, Thank you for your feedback and your loyalty as a Diamond member. We are pleased to hear that you found your stay comfortable. We understand the preference for sea-facing views and appreciate your input as we continually strive to enhance our guest experience. Kindest regards, Peppers Soul Surfers Paradise

Dear Rebecca, Thank you for taking the time to provide such detailed feedback following your recent family stay with us. Please accept our sincere apologies for the series of issues you experienced, and we completely understand why this has left you feeling disappointed and hesitant about returning. Firstly, please accept our sincere apologies for the inconvenience caused by the delay with your car park access card. Waiting approximately 45 minutes for this to be resolved is not the start to a stay we want for our guests, and we acknowledge that the card should have been activated prior to your arrival. I also acknowledge your concerns regarding the lift delays. Peppers Soul is located at the centre of the Gold Coast Airshow and, as a result, is one of the ideal locations from which to view and enjoy the event. This also means the property experiences exceptionally high demand and very significant guest movements throughout the weekend. Unfortunately, with only two lifts operating during your stay, this resulted in substantial delays, including the approximately 40-minute wait you experienced. While we appreciate the circumstances surrounding the Airshow, we fully understand that this does not make such lengthy waits any less frustrating, and we offer our sincere apologies for the inconvenience caused. More importantly, please accept our sincere apologies regarding the two incidents involving your father-in-law in the car park. We understand how concerning it would have been for your family, particularly given that he was left in significant pain. The fact that you were advised that someone would follow up and have not received meaningful communication is particularly disappointing. We apologise for this lack of follow-up and for the concern and frustration it has caused. We also extend our sincere apologies regarding the substantial water leak you discovered on the morning of departure. A significant amount of water entering the kitchen and lounge area, leaving the kitchen floor wet and the lounge rug affected, is clearly not acceptable. We completely understand your concerns regarding the safety of using the kitchen appliances given the proximity of water to electrical equipment. The delay of more than an hour before assistance attended would have added further frustration, particularly on the morning you were due to depart and when you had planned to use the kitchen and have breakfast before leaving. What concerns me most from your feedback is that, following everything you experienced during your stay, you did not receive the appropriate communication or follow-up from our team. You should not have had to chase us for reassurance or an update after reporting these matters. Please accept our sincere apologies that we failed to provide the care and communication you deserved. It is particularly disappointing to read that, despite these issues, there were aspects of Peppers Soul that you genuinely loved, especially the beautiful views and the location. We are very grateful that you had been considering returning to us next November, and we regret that this experience has affected your confidence in doing so. Please be assured that your feedback has been taken seriously and will be shared with the relevant management teams for review, particularly regarding the car park incidents, the water ingress, lift operations and our communication and follow-up processes. Rebecca, thank you again for bringing these matters to our attention. Please accept our sincere apologies that your family stay fell so far short of expectations. We appreciate the opportunity to acknowledge your concerns and extend a proper response regarding the experience you had. Warm regards, Martin Operations Manager Peppers Soul