Dear Jitendra, Thank you for taking the time to share your feedback following your second stay with us. We appreciate your continued support and are pleased to hear that you enjoyed our central location, apartment-style accommodation and the convenience of having your room serviced with fresh towels and made beds each day. We sincerely apologise that your arrival and check-in experience did not provide the warm and welcoming service we aim to deliver. First impressions are particularly important, and we are disappointed to hear that you felt your interaction was transactional rather than welcoming. Your comments regarding your experience with our Front Office team have been shared with the relevant leaders for review and coaching. We also acknowledge your comments regarding the condition of the property and the time taken to access the lifts. As a busy property with 57 levels, our lifts can experience periods of increased demand, and we appreciate your patience when this occurs. Your feedback regarding Wi-Fi speed has also been noted as an area where we can improve. It is encouraging to know that you continue to see the benefits of our location and apartment-style accommodation, particularly for families. We value your feedback as a returning guest and appreciate you highlighting both the positive aspects of your stay and the areas where we fell short of expectations. We hope to have the opportunity to welcome you back to Peppers Soul and provide a warmer and more memorable experience on your next visit. Kind regards, Martin Operations Manager Peppers Soul Surfers Paradise

Dear Jaedeuk, Thank you for taking the time to provide such detailed and constructive feedback. We genuinely appreciate you sharing your experience with us, particularly as one of our valued Accor Platinum members. I am very sorry that your membership was not acknowledged appropriately at arrival and that the benefits available to you were not clearly explained. This is certainly not the experience we want our loyal members to receive, and I also apologise that the requests you had taken the time to send through prior to arrival were not acknowledged during your check-in. Your feedback is incredibly valuable as it gives us the opportunity to reinforce with our team just how important loyalty recognition is and the difference it can make to a guest’s experience. We will be using your comments as a training opportunity with our reception team. I’m pleased to hear that our restaurant team provided the warm and welcoming service you expect from us, and I will certainly share your kind words with them. We also appreciate you recognising the individual team member who made a positive impression during your stay. Thank you again for giving us the opportunity to learn from your experience. We truly value our Accor members and hope we can provide you with the welcoming and personalised experience you should expect on a future stay. Kindest Regards, Ashley- Front Office Manager

Thank you so much for such a beautiful review and for taking the time to recognise so many of our team members by name. It truly means so much to us, and I’ll be sure to share your kind words with Lily, Isabel, Marco, Cathy, Alicia, Lia, Rafaela, Tommy and Adriana! We’re delighted to hear that Peppers Soul’s apartment-style accommodation and central location have made your family stays comfortable and enjoyable, and that you were able to make the most of your time on the Gold Coast with your boys. While we were unable to offer an upgrade during your recent stay due to being at full capacity, I’m so pleased to hear the team were able to go above and beyond wherever they could. Creating those special family memories is exactly what we hope to do. Thank you for continuing to choose Peppers Soul for your work trips and family holidays. We absolutely loved having you stay with us and look forward to welcoming you and the boys back again soon! Kindest regards, Ashley- Front Office Manager

Dear Ms K., Thank you for taking the time to provide such detailed feedback following your recent stay with us. We sincerely apologise that your experience did not meet the standard you expected, particularly as a Platinum ALL member. We are disappointed to hear of the issues you encountered throughout your stay, from having to request bathroom amenities and toilet paper, to the condition of your breakfast table and the availability of cutlery. These are basic service expectations, and we acknowledge your frustration at having to follow up on matters that should have been attended to by our team. Your comments regarding the breakfast service, including the delayed children’s meal at Valentina, have also been noted and will be addressed with the relevant teams. We also acknowledge your concerns regarding your late check-out. While we appreciate that a 30-minute extension was provided, the subsequent telephone call and housekeeping visit before your revised departure time understandably undermined the benefit of the extension. We apologise for this breakdown in communication and will reinforce the importance of ensuring approved late check-outs are clearly communicated to all relevant departments. With regard to your Platinum ALL benefits, we would like to clarify that complimentary early check-in and room upgrades are subject to availability and cannot be guaranteed prior to arrival. Similarly, late check-out is subject to availability. We recognise, however, that the overall recognition of your Platinum membership during this stay fell short of your expectations, and we regret that you did not feel appropriately recognised. Your feedback regarding the absence of a priority queue has also been noted, along with your comments regarding the Wi-Fi speed and your overall experience at Valentina. We sincerely apologise for the number of shortcomings you experienced during your stay. Your feedback provides valuable insight into areas where we need to improve our consistency of service, and we appreciate you bringing these matters to our attention. Kind regards, Martin Operations Manager Peppers Soul Surfers Paradise

Dear Jo, Thank you for taking the time to share your feedback following your recent family stay with us. We are pleased to see that you enjoyed your overall experience and that our team, check-out process and Wi-Fi were rated highly. We do, however, apologise for the maintenance issues you encountered within the apartment. We acknowledge your comments regarding the broken laundry cabinet door and the cold tap in the bathroom not operating correctly. These matters should have been identified and addressed prior to your arrival, and we have shared your feedback with our Maintenance and Housekeeping teams for follow-up. We also appreciate your comments regarding the condition of our apartments and acknowledge that some areas are beginning to show their age. Maintaining the presentation and functionality of our apartments is important to us, and feedback such as yours assists us in identifying areas requiring attention. Thank you again for your constructive feedback and for choosing Peppers Soul. We hope to have the opportunity to welcome you and your family back for a more seamless stay in the future. Kind regards, Martin Operations Manager Peppers Soul Surfers Paradise

Dear Sara, Thank you for taking the time to share such detailed feedback following your recent stay with us. We are extremely disappointed to hear that you feel your experience at Peppers Soul has changed so significantly from the hotel you have loved and visited over the years. We understand how upsetting this must have been, particularly as this stay was intended to be a special family holiday celebrating such an important milestone for your son. I am sorry that the condition of the apartment, including the furniture and bathroom presentation, did not meet the standard you expected from us. Your comments regarding the breakfast offering, restaurant operating hours, pool bar and lack of room service have been shared with management as well as the restaurant team, and we appreciate you sharing these concerns with us. We know that it is the little extras, the service and the overall experience that create those special memories, and we are genuinely sorry that we did not deliver the luxury experience you had been looking forward to. It is particularly difficult to hear that a property you once considered one of your dream stays has left you feeling disappointed. Thank you again for your honest feedback. We truly value your history with Peppers Soul and hope we may have the opportunity to restore some of your confidence in us in the future. Kindest regards, Ashley- Front Office Manager

Dear Dawn, Thank you for sharing such a wonderful review following your recent stay with us. We are delighted to hear that you absolutely loved your experience at Peppers Soul and that your apartment, expansive balcony and beautiful views of the beach and pool made your stay so memorable. It is wonderful to know that you enjoyed the full kitchen and laundry facilities, as well as the opportunity to relax in the spa bath while taking in the views. We are equally pleased that you made the most of our leisure facilities, enjoying the outdoor and indoor pools, hot tub and sauna after your time in the waves at Surfers Paradise Beach. It sounds like you made the most of everything our property has to offer! Your perfect scores across all areas of your stay and your 10/10 recommendation are sincerely appreciated. We will be delighted to share your kind feedback with our team, who will be very pleased to know they contributed to such an enjoyable experience. Thank you once again for choosing Peppers Soul. We look forward to welcoming you back for another wonderful Gold Coast stay. Warm Regards Martin Operations Manager Peppers Soul

Dear Jacob B., Thank you for your wonderful feedback regarding your recent stay. We are delighted to hear that you enjoyed the exceptional location and views that Peppers Soul Surfers Paradise offers. It is gratifying to know that our team provided you with excellent service throughout your visit, and that you found the check-in process to be smooth. Your recommendation is greatly appreciated, and we hope to welcome you back in the future for another memorable experience. Best regards, Peppers Soul Surfers Paradise

Dear Kyra A., Thank you for your kind words regarding your recent stay. We are delighted to hear that you found your accommodations comfortable and enjoyed our amenities. It is wonderful to know that your experience was peaceful and relaxing. We hope to welcome you back soon. Best regards, Peppers Soul Surfers Paradise

Dear Melanie K., Thank you for your wonderful feedback. We are delighted to hear that you enjoyed our prime location and the stunning views from your room. It is gratifying to know that your stay was perfect. We look forward to welcoming you back in the future. Best regards, Peppers Soul Surfers Paradise

Dear Vince, Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear you enjoyed the suite, however, we sincerely apologise for the cleanliness issues you encountered upon arrival. Finding toenail clippings on the coffee table and a used towel in the master bedroom is certainly not the standard of presentation we expect for our guests. We have shared your feedback with our Housekeeping team so these concerns can be addressed and greater attention given to the final inspection of apartments prior to arrival. We also acknowledge your comments regarding the Wi-Fi connection and appreciate you bringing this to our attention. Thank you again for your feedback. We value your comments and hope to have the opportunity to provide you with a much-improved experience on a future stay. Kind regards, Martin Operations Manager Peppers Soul

Dear Adam, Thank you for taking the time to share your feedback following your recent stay at Peppers Soul Surfers Paradise. We are delighted to hear you enjoyed your room and were pleased with the service provided by our team. We also appreciate your positive ratings across your stay and your continued support as an ALL Gold member and Accor Vacation Club member. We acknowledge your feedback regarding the time taken to complete your check-in and apologise for the delay. We understand that a smooth and efficient arrival is an important part of the overall guest experience, and we appreciate your patience on this occasion. It is wonderful to know that, despite the delay at check-in, you had an enjoyable stay and would recommend Peppers Soul to your friends and family. We look forward to welcoming you and your partner back again in the future. Kind regards, Martin Operations Manager Peppers Soul

Dear Samantha, Thank you for taking the time to share your detailed feedback following your recent stay at Peppers Soul. While we are pleased to hear that you enjoyed the accommodation, location, views and facilities, we are disappointed to learn that your overall experience did not reflect the five-star standard you have come to expect from Peppers Soul, particularly as a returning guest and valued ALL Gold member. We sincerely apologise for the shortcomings you experienced. Your comments regarding the cleanliness of the apartment, including the hair and dirty glassware, are concerning and have been shared with our Housekeeping team for review. We also acknowledge your feedback regarding the condition of appliances and the availability of in-room dining and poolside services. We appreciate your comments regarding breakfast and your comparison with the previous offering at Hyde Paradiso. Your feedback regarding the quality and selection of breakfast at Valentina has been noted and will be shared with our Food & Beverage team. We also apologise that Valentina was not open when you returned at 9:30pm on a Saturday evening, particularly given the advertised operating hours. We understand your disappointment regarding your Gold member late check-out and the limited extension offered. While late check-out is subject to availability and operational requirements, we appreciate that the extension provided did not meet your expectations. We also acknowledge your feedback regarding your welcome amenity and room upgrade. Finally, we recognise your concerns regarding the lift delays, particularly during the afternoon when guests are accessing the pools and gym. We understand how frustrating extended wait times can be and appreciate your patience while these operational challenges are being addressed. Your feedback is valuable as it highlights several areas where we need to improve and maintain greater consistency. We sincerely appreciate your loyalty to ALL and your previous support of Peppers Soul, and we hope to have the opportunity to provide you with a more seamless and enjoyable experience should you choose to return. Kind regards, Martin Operations Manager Peppers Soul Surfers Paradise

Dear Joshua I., Thank you for your kind words regarding your recent stay. We are thrilled to hear that you enjoyed our prime location, stunning views, and attentive service. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future. Best regards, Peppers Soul Surfers Paradise

Dear Ruth, Thank you for taking the time to share your feedback. We’re pleased to hear that overall, you enjoyed your time with us. We’re sorry, however, that the restaurant was unavailable on a couple of occasions during your stay, particularly as you had intended to dine with us. We also apologise for the difficulty you experienced with our valet service. This is certainly not the level of service we aim to provide, and we appreciate you bringing it to our attention. Thank you again for your feedback. We hope to have the opportunity to provide you with a smoother experience on your next visit. Kind regards, Peppers Soul Management Team

Dear Matilda, Thank you for your kind words regarding your recent stay. We are delighted to hear that you found our location to be ideal for relaxation and peace. Your feedback is greatly appreciated and we look forward to welcoming you back in the future. Kind regards, Peppers Soul Management Team

Dear Peter, Thank you for taking the time to share your feedback with us. We’re delighted to hear you enjoyed our great location, spa, steam room and outdoor pool. We’re sorry to hear that some of the furniture appeared worn and outdated, and we appreciate you bringing this to our attention. We also sincerely apologise for the delays you experienced with the lifts during peak periods. We understand this can be frustrating. Unfortunately, the stairs between the lower levels are designated as emergency fire stairs and cannot be opened for general guest use. Thank you again for your feedback. We truly appreciate it and hope to have the opportunity to welcome you back again in the future. Kind regards, Peppers Soul Management Team

Dear Imran, Thank you for taking the time to share your feedback following your recent stay with us. Please accept our sincere apologies for the disappointment you experienced, particularly on such a special occasion as your wedding anniversary. We understand how frustrating it would have been to have been expecting an early check-in, only to experience a delay on arrival, and we are sorry that we did not acknowledge your anniversary or make the occasion feel as memorable as you had hoped. We also acknowledge your comments regarding the service you received from our reception team, as well as the cleanliness of the apartment and your breakfast experience. Your feedback regarding sand in the apartment, items running out at breakfast and the limited options for children has been noted and will be shared with the relevant departments for review. As an ALL Gold member, we greatly value your loyalty and appreciate that your expectations for recognition and service are understandably higher. We regret that we did not deliver the level of experience you should have received and that this has affected your confidence in returning to Peppers Soul. Thank you again for bringing these concerns to our attention. We sincerely hope we have the opportunity to restore your confidence in us and provide you with the experience you had originally anticipated on your next visit. Kind regards, Martin Operations Manager Peppers Soul Surfers Paradise

Dear Alana, Thank you for sharing such wonderful feedback. It is a pleasure to hear that you enjoyed your stay with us and appreciated our beachfront location, spacious accommodation and the beautiful ocean views. We are particularly pleased to know that the sounds of the waves added to your experience and that the kitchen provided an added convenience during your stay. We will be delighted to share your kind comments with our Housekeeping team, who will be thrilled to know their efforts in maintaining your apartment to such a high standard were appreciated. Thank you also for your continued support as an ALL Classic member and for awarding us a perfect score. We look forward to welcoming you back to Peppers Soul for another relaxing beachside stay. Warm Regards Martin Operations Manager Peppers Soul