Dear Chris, Thank you for taking the time to share your feedback. Please accept our sincere apologies for the concerns you experienced with the housekeeping service and room temperature during your stay. We understand how frustrating this would have been, particularly during a longer stay, and we will investigate these concerns with our Housekeeping and Maintenance teams. Regarding the linen changes, I have reviewed your stay and can confirm that your linen was changed every four nights, in accordance with our housekeeping schedule for long stays. We apologise if this was not clearly communicated and understand your concerns regarding the vacuuming and mirror cleaning. We also appreciate your feedback regarding the card surcharge. We understand your concerns, and changes to card surcharges are being introduced across Australia from next month. We are pleased to hear that you enjoyed the convenient access to the Sharks venue. We hope to have the opportunity to welcome you back and provide you with a more comfortable and enjoyable stay. Kind regards, The Mantra at Sharks Team

Dear Stephen, Thank you for taking the time to share such detailed feedback. Please accept our sincere apologies for the issues you experienced with the air conditioning in Room 318. We understand how uncomfortable the room must have been, particularly with the temperature and airflow changing throughout your stay. We are sorry that, despite our team’s efforts to assist, we were unable to resolve the issue during your stay. We will follow this up with our Maintenance team to ensure the air conditioning is thoroughly checked before the room is allocated again. We also appreciate your continued support, having booked with us again for your August poker stay. Your feedback regarding the internet connection speed is also noted, and we will look into this with our relevant team. Thank you again for bringing this to our attention. We hope to have the opportunity to provide you with a much more comfortable stay on your next visit. Kind regards, The Mantra at Sharks Team

Dear Melanie, Thank you for sharing your detailed feedback with us. We sincerely apologise that, during what was already a last-minute emergency stay, your experience was affected by the room size, strong odour, noise from neighbouring rooms, and the cleanliness of the shower area. We understand that these issues would have made an already unexpected stay less comfortable. We are pleased to hear that our Reception team made you feel welcome and were able to assist you at short notice. Your kind words about the team are greatly appreciated. We have also noted your comments regarding the shower grates, noise from the doors, and signage for check-in, and will share these with the relevant teams for review. Regarding parking, guests can stop directly in front of our hotel lobby for a quick check-in, and we also have allocated hotel parking spaces available. Thank you again for your understanding and for helping us identify areas where we can improve. We hope to have the opportunity to welcome you back under better circumstances and provide you with a more comfortable stay. Kind regards, The Mantra at Sharks Team

Dear Daniel, Thank you for your terrific feedback! We’re so pleased to hear that you enjoyed our convenient location and facilities, and especially that our team made a great impression during your stay. Your kind words are greatly appreciated and will be shared with the team. We look forward to welcoming you back to Mantra at Sharks for another fantastic stay. Kind regards, The Mantra at Sharks Team

Dear Michael, Thank you for taking the time to share your feedback with us. Please accept our sincere apologies that your room was not serviced during your stay. We understand how disappointing this would have been and apologise for the inconvenience caused. Regarding the Accor member discount, as Frenzy’s the main restaurant are operated by Southport Sharks, unfortunately, the Accor member discount does not apply at these outlets. However, your Accor membership discount can be used at the Aviary Rooftop Bar and Café within the Club. We also apologise that we were unable to accommodate your early check-in at 12:30 pm. Early check-in is subject to availability, and while we always do our best to accommodate our members, we were unable to guarantee this on the day. We sincerely appreciate your feedback and will use your comments to help us improve our service. We hope to have the opportunity to welcome you back and provide you with a more enjoyable experience next time. Kind regards, The Mantra at Sharks Team

Dear Stephanie, Thank you very much for taking the time to share your lovely feedback. We are delighted to hear that you found our location convenient for your hospital visit and were pleased with the cleanliness and comfort of your room. It is wonderful to know that our team made your experience easy and welcoming, from the booking process through to your stay. We truly appreciate your kind words about our friendly and helpful staff. Thank you again for choosing Mantra at Sharks. We look forward to welcoming you back in the future. Kind regards, The Mantra at Sharks Team

Dear Sonia, Thank you for taking the time to provide such detailed feedback. We sincerely apologise that the air conditioning and bedding combination affected your sleep. We understand how frustrating it must have been to spend the night adjusting the doona and air conditioning to find a comfortable temperature. We also appreciate your comments regarding the room service breakfast information. We apologise for the confusion caused by the menu indicating that breakfast was unavailable until 11:00 AM. Room service breakfast can be ordered in advance at check-in or for early morning delivery, before the breakfast buffet starts at 7:00 AM on weekdays and 7:30 AM on weekends. The 11:00 AM opening time applies to the lunch and dinner room service menu. Thank you also for your suggestions regarding the breakfast menu, including scrambled eggs and toast, tomato availability and protein options with the avocado toast. We will share these suggestions with our Food & Beverage team for consideration. We truly appreciate your feedback and are pleased to hear that, aside from these issues, you found the room comfortable. Your comments will assist us in identifying areas where we can improve the guest experience. Kind regards, The Mantra at Sharks Team

Dear Tracie, Thank you very much for taking the time to share your lovely feedback. We are delighted to hear that you enjoyed a comfortable stay and found your room well maintained. It is wonderful to know that our friendly team made you feel welcome during both check-in and check-out. We truly appreciate your kind comments and look forward to welcoming you back to Mantra at Sharks on your next visit. Kind regards, The Mantra at Sharks Team

Dear Christene, Thank you very much for your lovely feedback. We are delighted to hear that you found your stay comfortable and clean, and that our friendly team made you feel welcome. We truly appreciate your kind words and look forward to welcoming you back to Mantra at Sharks again soon. Kind regards, The Mantra at Sharks Team

Dear Linda, Thank you for taking the time to share your thoughtful feedback with us. We are very pleased to hear that you found our location convenient for visiting Gold Coast University Hospital and that the discounted hospital rate was helpful during your stay. We understand that staying with us during a difficult time can be important, and we are glad that our team could provide a welcoming and comfortable environment for you. It is wonderful to hear that our reception team made you feel welcomed and were friendly and supportive throughout your stay. We will be sure to share your kind comments with them. We are also pleased to know that you had a comfortable stay and would choose to stay with us again. Thank you for your kind words and for choosing Mantra at Sharks. Kind regards, The Mantra at Sharks Team

Dear Joyce, Thank you for taking the time to provide us with your detailed feedback. We sincerely apologise for the issues you experienced during your stay. We are sorry to hear about the shower door and understand how inconvenient and difficult this would have been. We also apologise for the unexpected entry into your room by a team member due to the bed configuration not being completed correctly. We completely understand how unsettling this would have been, particularly given the circumstances. We appreciate you bringing these matters to our attention. We will follow up with our Maintenance and Housekeeping teams to ensure these issues are addressed and that appropriate procedures are followed to prevent similar situations in the future. We are pleased that our Reception team was able to receive and acknowledge your concerns, and we appreciate your patience and understanding. Kind regards, The Mantra at Sharks Team

Dear Emma, Thank you for your wonderful feedback. We are delighted to hear that you had a comfortable stay and enjoyed our spacious rooms and comfortable beds. It is fantastic to know that you also enjoyed your time at our rooftop bar, especially the Waterworld pizza and lychee margaritas. We will be sure to share your kind comments with our team. We truly appreciate you choosing to stay with us and look forward to welcoming you back to Mantra at Sharks again soon. Kind regards, The Mantra at Sharks Team

Dear Lilo, Thank you for taking the time to share your detailed feedback. We sincerely apologise that your recent stay did not meet the standard you have experienced with us during your previous visits. We are particularly disappointed to hear about the housekeeping concerns, including the beds not being ready at 5 pm, insufficient towels, and the condition of the mattresses and shower area. We understand how frustrating this would have been, especially as this was your third year attending the annual event with us. Your comments have been taken seriously, and we will be reviewing these concerns with our Housekeeping and Maintenance teams to ensure the appropriate improvements are made. We truly value your continued support over the years and are sorry that this visit fell short of your expectations. We hope to have the opportunity to restore your confidence and provide the level of service you have come to expect from us on your next visit. Kind regards, The Mantra at Sharks Team

Dear Jon, Thank you for taking the time to share your lovely feedback. We are delighted to hear that you enjoyed our rooms and amenities. We are especially pleased that our team was able to accommodate your early check-in and help make your visit more convenient, allowing you to attend your function without any unnecessary waiting. We truly appreciate your kind comments and look forward to welcoming you back to Mantra at Sharks again soon. Kind regards, The Mantra at Sharks Team

Dear Anthony, Thank you for taking the time to share your honest feedback with us. We are pleased to hear that you found our staff professional, although we are sorry to learn that the overall experience did not fully meet your expectations. We appreciate your comments regarding the facilities and overall stay, as this feedback helps us identify areas where we can improve and provide a more memorable experience for our guests. We hope to have the opportunity to welcome you again and provide a more enjoyable stay in the future. Kind regards, The Mantra at Sharks Team

Dear Paul, Thank you for taking the time to share your positive feedback with us. We are delighted to hear that you enjoyed the service and found our team welcoming and attentive. It is also wonderful to know that you enjoyed the food and made the most of our happy hour offerings. Your kind comments are greatly appreciated and will be shared with our team. We look forward to welcoming you back for another enjoyable stay. Kind regards, The Mantra at Sharks Team

Dear Christina, Thank you for sharing your feedback. We are pleased to hear you enjoyed your comfortable stay and appreciated the service from our Front Desk team. We also appreciate your comments regarding breakfast quality. Your feedback has been shared with our team for review and improvement. We hope to welcome you back again and provide an even better experience. Kind regards, The Mantra at Sharks Team

Dear Anthony, Thank you for your lovely feedback. We are pleased to hear you enjoyed your comfortable and clean room and found our staff pleasant and welcoming. We truly appreciate your comments and look forward to welcoming you back to Mantra at Sharks. Kind regards, The Mantra at Sharks Team

Dear Paul, Thank you for taking the time to share such detailed feedback. We are delighted to hear that you found Mantra at Sharks clean, quiet and well presented, and that you appreciated the friendly and professional service provided by our team. We are also pleased that you enjoyed our gym facilities, complimentary parking and convenient access to public transport. We understand your disappointment regarding the sealed windows and appreciate your comments regarding access to fresh air. Your feedback is valuable and will be shared with our team for consideration. We hope to have the pleasure of welcoming you back to Mantra at Sharks in the future. Kind regards, The Mantra at Sharks Team