The Chen Melbourne - Art Series

Dear Anthony. Thank you for taking the time to provide feedback about your recent stay with us. We are glad to hear that you enjoyed our location, but we are disappointed to learn that we fell short of your expectations in some areas. We apologise for any inconvenience caused by the issues you experienced during your stay. We take hygiene and cleanliness very seriously and we will certainly review our procedures to ensure that our standards are consistently met. Your feedback regarding the replacement of bath towels and bedsheets has been noted, and we will certainly consider how we can improve in this area. Regarding the issues with the bed mattress and safety box, we are sorry for any inconvenience caused. We will take immediate action to ensure that these issues are addressed and resolved promptly. We appreciate your patience and understanding, and we will make every effort to prevent these issues from happening again. Thank you for bringing these matters to our attention. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience. Kind Regards, Sunny Singh Interim General Manager

Dear kimbo66. Thank you for taking the time to provide us with your feedback on your recent stay at our hotel. We are sorry to hear that we did not meet your expectations and that your experience fell short of the high standard we aim to deliver. We apologise for the inconvenience you experienced with the cleanliness of your room and the maintenance issues you encountered. We will address these matters with our housekeeping and maintenance teams immediately to ensure this does not happen again in the future. Regarding the lack of room service, we regret that we were not able to meet your expectations in this regard. However, there are four different restaurants on site that our guests can dine in. We will certainly take your comments on board as we continue to review and improve our guest experience. Once again, apologies for the disappointment caused and appreciate your feedback. We hope that you will give us another opportunity to demonstrate the high level of service that we are capable of delivering. Sincerely, Sunny Singh Interim General Manager

Dear retrojects. Thank you for taking the time to leave a review of your recent stay at our Hotel. We are glad to hear that you have enjoyed your stay with us on multiple occasions. We appreciate your feedback regarding the doors and parking. We apologise for any inconvenience with the doors and will certainly take steps to address this concern. Alternatively, we understand that parking can be limited at times on site but we have an alternative car park near by where our guests can park. We are pleased to hear that you enjoyed our heated outdoor rooftop pool and well equipped gym. We hope that you were able to take advantage of these amenities and enjoyed a comfortable and relaxing stay with us. We look forward to welcoming you back in the future. Kind regards, Sunny Singh Interim General Manager

Dear JayFer1, Thank you for taking the time to share your feedback with us. We are glad to hear that you found our hotel's location to be excellent and our prices to be affordable. However, we are sorry to hear about the frustrations you experienced during your stay with us. Regarding the lack of hotel guest parking, we apologise for the inconvenience caused. We understand how frustrating it can be to not have a designated parking spot, and we will do our best to ensure that all guests have access to parking spots even after 10 pm. We will also remind our guests to park in designated hotel guest areas to avoid any confusion. Alternatively, we also have an arrangement across the road with Wilson Parking should our parking be full. We are sorry to hear that you were not informed about our daily housekeeping policy. We do offer housekeeping services upon request for our guests who prefer a more hands-off approach during their stay. We will make sure to communicate this policy more clearly to our guests to avoid any confusion in the future. We apologise for any cleanliness issues you encountered during your stay. We strive to maintain a high standard of cleanliness throughout our hotel, and we will investigate the matter further to ensure that all our rooms are thoroughly cleaned and maintained to the best possible standards. We understand your disappointment regarding the furniture in your room not being as depicted in the photos on Hotels.com. We will work with the website to update the photos to ensure that all guests have accurate expectations. We apologise for any inconvenience this may have caused. We are happy to hear that you found the bed comfortable and the foam pillows to be to your liking. We are also pleased to hear that your friend enjoyed the toiletries and the pleasant smell of our lobby and rooms. Thank you for choosing to stay at The Chen for your 40th birthday party, and we hope to have the opportunity to welcome you back in the future. Kind Regards, Sunny Singh Interim General Manager

Dear Danny_595. Thank you for taking the rime to share your experience with us. We are delighted to hear that you had a comfortable stay at our hotel and enjoyed the convenient location as well as the rooftop swimming pool. However, we are sorry to hear that your check out experience did not meet your expectations. We would appreciate if you could provide us with more details about what happened during your check out process so that we can investigate and improve our service. We hope that you will give us another chance to serve you with an even better experience. Thank you once again for choosing to stay with us. Kind Regards, Sunny Singh - Interim General Manager.