Dear Sallyann, Thank you for your continued loyalty and for taking the time to share your feedback. It's always a pleasure to welcome you back to The Olsen Hotel, and we're delighted to hear that our location, spacious rooms and convenient kitchenette facilities keep you coming back. We truly value your ongoing stays and look forward to welcoming you again on your next visit to Melbourne! Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Huseyin, Thank you for taking the time to bring these concerns to our attention. Please accept my sincere apologies for the shortcomings you experienced during your recent stay, particularly given that your previous experience with us was such a positive one. I am disappointed to hear about the condition of your bathroom, including the blocked sink and unpleasant drainage smell, as well as the dust on the glass table and lampshades. While I am pleased that our team arranged for the room to be cleaned again following your feedback, I sincerely apologise that the blocked sink remained unresolved. This should have been followed up appropriately to ensure all reported concerns were addressed. I would like to assure you that your feedback has been shared with our Housekeeping and Maintenance teams so that the outstanding issues can be investigated and rectified. We certainly understand your disappointment and recognise that a return visit should deliver the same high standard of experience you previously enjoyed. We would appreciate the opportunity to discuss your experience further and explore an appropriate resolution. Please feel welcome to contact us via email so we can look into this matter in more detail. Thank you again for your feedback, and I hope we can restore your confidence in The Olsen Hotel. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Liam, Thank you for bringing this matter to our attention. Please accept my sincere apologies for the distressing experience you have described and, in particular, for the way your concerns were handled upon departure. We take reports of potential pest activity extremely seriously, and I am very concerned to hear that you experienced what appeared to be insect bites during your stay. I completely understand how unsettling this would have been, particularly having been unable to return to sleep for the remainder of the night. I am equally disappointed to hear that your concerns were not given the appropriate attention by our front desk team. A simple apology is certainly not sufficient in circumstances such as these. Your concerns should have been escalated to management immediately, with appropriate follow-up and support offered. We would like to investigate this matter thoroughly, including arranging an inspection of the room and engaging our pest control specialists to assess the situation. We would also appreciate the opportunity to speak with you directly to obtain further details about your experience and discuss an appropriate resolution. Once again, please accept my apologies. This is certainly not the experience we want any of our guests to have, and we appreciate you bringing it to our attention. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Joel, Thank you for taking the time to share your feedback. Please accept my apologies for the disappointing experience you encountered during your stay. I am particularly sorry for the delay you experienced upon arrival at 10pm. Having to wait approximately 10 minutes for someone to respond to the intercom and attend reception is certainly not the level of service we aim to provide, and I understand how frustrating this would have been after a long day. We also regret that your room did not meet your expectations. We appreciate your concerns regarding the shared balcony, particularly the lack of privacy and visibility into your room from the common area. Your feedback regarding the curtains and the amount of street light entering the room has also been noted. I will be raising these matters with our Front Office and Rooms teams to ensure they are reviewed and that opportunities for improvement are identified. We sincerely apologise that we fell short of providing the comfortable and welcoming experience our guests deserve. We hope you might consider giving us another opportunity to provide a more positive stay in the future. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Ivan, Thank you for taking the time to share your feedback. We're pleased to hear that our team was generally helpful throughout your stay. However, we apologise for the confusion surrounding the $40 Eco credit. Our intention is always to ensure these initiatives are clearly communicated and that guests can enjoy the benefits without any unnecessary inconvenience. We also appreciate your comments regarding the recognition of your Accor loyalty membership. We understand how important it is for frequent travellers to receive recognition for their loyalty and to have eligible stays contribute towards their membership benefits. Unfortunately, certain third-party and corporate travel arrangements can have restrictions regarding points and status recognition, depending on the booking conditions. We do understand your frustration and regret that this impacted your experience. Your feedback is valuable to us, and we hope to have another opportunity to welcome you back and provide a more seamless experience. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Carole, Thank you for your lovely feedback! We're delighted to hear that you enjoyed our convenient location, friendly service and spacious rooms. It's always wonderful to know our guests have had an enjoyable stay, and we truly appreciate you choosing The Olsen Hotel. We look forward to welcoming you back again soon! Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Fiona, Thank you for your wonderful review! We're delighted to hear that you had such an enjoyable two-day stay and that our team, food offerings and convenient location all contributed to a lovely experience. We do, however, apologise for the noise disturbance you experienced on the first floor during the conference. We understand how disruptive this can be, particularly when you're looking to relax and enjoy a comfortable stay. We appreciate you bringing this to our attention and will certainly take your comments into consideration when managing room allocations during conference periods. Thank you again for your kind words and constructive feedback. We look forward to welcoming you back to The Olsen Hotel for another enjoyable stay! Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Sebastian, Thank you for sharing your feedback with us, although we're truly disheartened to learn that your experience did not meet your expectations. Please accept our sincere apologies for any inconvenience caused during your stay. We deeply value the importance of attentive service and regret that you felt it was lacking. Rest assured, we take your comments seriously and will investigate the matter further to understand where we fell short in delivering the level of service we aim to provide to all our guests. Once again, we apologize for the disappointment you experienced and hope to have the opportunity to restore your confidence in our hotel during your next visit. Kind regards, Raghu Sharma Assistant Front Office Manager

Dear Emma, Thank you for taking the time to provide such detailed feedback. While we're pleased to hear that your check-in experience was smooth and that our reception team was helpful in resolving the minibar charge, we sincerely apologise for the inconveniences you experienced during your stay. We understand how frustrating the scheduled water interruptions would have been, particularly with the disruption to your ability to shower and use the bathroom before departing for your interstate flight. We also apologise that this was not clearly communicated to you at check-in and that the necessary arrangements impacted your overall experience. We appreciate your comments regarding the condition and presentation of the bathroom and room, as well as your feedback about the communication at check-out. These concerns have been noted and will be shared with the relevant teams for review. We can also confirm that the minibar charge has been refunded. We apologise again for the confusion and inconvenience this caused. Thank you once again for your feedback. We hope to have the opportunity to provide you with a much more enjoyable experience on a future visit. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Peter, Thank you for your lovely review! We're delighted to hear that you enjoyed your five-night stay at The Olsen Hotel and appreciated our convenient location, with Chapel Street, Toorak Road and public transport all within easy reach. It's wonderful to know that you found your room welcoming and enjoyed the range of amenities provided, as well as the friendly service from our team. We truly appreciate your kind words and hope to have the pleasure of welcoming you back again soon! Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Hollie, Thank you for taking the time to share your experience. I am genuinely sorry to read how disappointing your stay was, particularly given the number of issues you encountered from arrival through to departure. We sincerely apologise for the confusion surrounding your early arrival and the inconsistent room allocation between yourself and your colleague. We also acknowledge the excessive time taken to assign your room later that afternoon. This is certainly not the smooth and welcoming arrival experience we aim to provide. The condition of your original room is equally concerning. A room with an unpleasant sewage-like smell should never have been presented to a guest, and we apologise that your concerns were not met with the level of urgency and care you quite rightly expected. Your comments regarding housekeeping have also been taken seriously. Dirty towels, unclean cups and utensils, missed replenishment of amenities and inconsistent servicing are well below our expected standards. We apologise for the inconvenience and frustration this caused throughout your stay. Furthermore, we recognise how disruptive the scheduled water interruption would have been, particularly without alternative arrangements or appropriate consideration for the inconvenience caused. We understand that communication and proactive service are essential, especially when guests are travelling for business. I am particularly disappointed that we left you feeling that your concerns were not adequately acknowledged or addressed during your visit. Your feedback highlights several areas where we fell short, and I will be sharing your comments with the relevant department heads for further review. We appreciate your honesty and regret that we have lost your confidence in The Olsen Hotel. While we understand your decision, we would welcome the opportunity to discuss your experience further should you be open to it. Dylan O'Sullivan Duty Manager The Olsen Hotel

Dear Sharon, Thank you for bringing this to our attention. We sincerely apologise for what happened during your stay. Having another guest allocated to your occupied room and enter while you were sleeping is a serious concern, and we completely understand how unsettling and unacceptable this experience must have been. The privacy and security of our guests are extremely important to us, and we are sorry we let you down in this regard. We also apologise that the body wash in your shower was empty throughout your stay. This is a basic amenity that should have been checked and replenished, and we regret that this was overlooked. We understand your disappointment and appreciate you taking the time to share your experience. Your feedback will be raised with our management team so that these issues can be reviewed and addressed. Please accept our sincere apologies for the inconvenience and, in particular, for the breach of privacy you experienced. Kind Regards, Dylan O'Sullivan Duty Manager

Dear Guest, Thank you for taking the time to share your feedback. We’re delighted to hear that our team looked after you well and that you appreciated the early check-in and the facilities we offer. We also appreciate your comments regarding the lobby bar and will keep your feedback in mind as we continue to improve our guest experience. It’s wonderful to know that you found our service efficient and well organised. We look forward to welcoming you back for another enjoyable stay. Kind Regards, Dylan O'Sullivan Duty Manager

Dear Damon, Thank you for sharing your feedback with us. We’re delighted to hear that you enjoyed the comfort and style of your room and appreciated our excellent location. We’re sorry, however, that the balcony did not meet your expectations. We understand that when paying extra for a balcony room, you would hope to enjoy a view and an outdoor space that adds to your stay. We appreciate you highlighting this, as it helps us better understand our guests’ expectations and the importance of clear room descriptions. Thank you again for your comments, and we hope to have the opportunity to welcome you back for an even more enjoyable stay in the future. Kind Regards, Dylan O'Sullivan Duty Manager

Dear Ebrahim , Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you enjoyed your stay at our hotel. Providing exceptional service and a comfortable environment for our guests is always our top priority, and it's incredibly rewarding to know that we succeeded in making your visit memorable. We strive to create a welcoming atmosphere where guests feel valued and cared for throughout their stay. It's fantastic to hear that you found everything to your satisfaction. We appreciate your recommendation and look forward to welcoming you back on your next visit. If there's anything else we can do to enhance your future stays, please don't hesitate to let us know. Kind regards, Dylan O'Sullivan Duty Manager

Dear Huntley, Thank you for sharing your feedback. We’re pleased to hear that our hotel suited your needs during your work trip and that you found the location convenient, the room comfortable, and our in-room dining and parking facilities helpful during your short stay. We understand how important convenience and comfort are when travelling for work, and it’s great to know we were able to provide what you needed. We hope to have the pleasure of welcoming you back on your next visit to Melbourne, whether for business or leisure. Kind Regards, Dylan O'Sullivan Duty Manager

Dear K., Thank you for sharing your experience with us. While we’re glad you found the room comfortable, we’re genuinely sorry that so many aspects of your stay fell short of expectations. We’re particularly concerned to hear about your experience with the lift. Being stuck for 45 minutes would have been very unsettling, and to then feel that your concerns were dismissed at check-out is simply not the experience we want any guest to have. We sincerely apologise that our team did not show the care and concern you deserved in that moment. We’re also sorry about the early morning construction noise, the difficulties accessing the car park and the issue with the window mechanism. We understand how frustrating it must have been to deal with all of this during what should have been a comfortable stay. Your feedback is important to us, and we will share these concerns with our management team, particularly regarding the lift incident and how it was handled by our staff. Thank you for bringing this to our attention, and please accept our sincere apologies for the disappointing experience. Kind Regards, Dylan O'Sullivan Duty Manager