Dear S. G., Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely apologize that the cleanliness of your suite did not meet your expectations. We take great pride in maintaining high standards of cleanliness, and it is disappointing to hear that this was not reflected during your visit. Additionally, I appreciate your comments regarding the condition of the furniture. We strive to provide a comfortable and well-maintained environment for our guests, and your insights will be taken into consideration as we continuously work to enhance our offerings. Your experience is important to us, and we are committed to improving for future guests. Thank you once again for your valuable feedback. We hope to welcome you back for an improved experience. Kind regards, Nico Mackintosh General Manager

Dear Andrew, Thank you so much for your kind words about our location, team and restaurant. It’s lovely to hear that you enjoyed your upgrade and had such a great experience with our staff. We really appreciate you taking the time to share your feedback. I’ll be sure to pass your kind comments on to the team. We hope to have the pleasure of welcoming you back again soon. Kind regards, Nico Mackintosh General Manager

Dear Ann, Thank you for taking the time to share your feedback and for your lovely 90% review. We are delighted to hear that you had a really nice stay and enjoyed your accommodation, cleanliness, Wi-Fi and our hotel facilities. We also appreciate your positive feedback on our sustainability initiatives and the additional services you experienced during your visit. We have noted your feedback regarding the breakfast selection, and we will share this with our team as we continue to look for ways to improve and provide greater variety for our guests. Thank you again for your feedback and recommendation. We look forward to welcoming you and your family back to Shadow Play Melbourne by Peppers in the future. Kind regards, Nico Mackintosh Acting General Manager

Dear Ernest, Thank you for taking the time to share your wonderful 100% review and for recommending us 10/10. We are delighted to hear that you enjoyed our convenient location, comfortable accommodation and hospitality. It is especially pleasing to know that you found your room cosy and comfortable, with a homely feel. We also truly appreciate your kind comments about our team and your continued loyalty as an Accor Gold member. Thank you also for your constructive feedback regarding the breakfast variety and Wi-Fi speed. We have shared your comments with the relevant teams as we continue to look for ways to enhance our guests’ experience. We look forward to welcoming you back to Shadow Play Melbourne by Peppers on your next visit. Kind regards, Nico Mackintosh Acting General Manager

Dear Donna, Thank you for your kind words regarding our location and the helpfulness of our reception staff. We are pleased to know that you had a positive experience during your stay with us and we hope to welcome you back soon! Kind regards, Nico Mackintosh General Manager

Dear Muhammad A., Thank you so much for taking the time to share your feedback about your recent stay at Shadow Play by Peppers. We’re absolutely delighted to hear that you were happy with our customer service. It really means a lot to us. Thank you again for your kind feedback. We truly appreciate it and look forward to welcoming you back for another amazing experience. Best regards, Nico Mackintosh General Manager

Dear Niall, Thank you for taking the time to share your feedback. We are sorry to hear that some aspects of your stay did not meet your expectations, particularly the housekeeping service and breakfast selection. We appreciate you bringing these matters to our attention and will share your feedback with the relevant teams. We’re pleased to hear that Justin provided exceptional service during your visit. We’ll be sure to pass on your kind words to him. We hope to have the opportunity to provide you with a better experience in the future. Kind regards, Nico Mackintosh General Manager

Dear Rachel, Thank you so much for taking the time to share your feedback about your recent stay at Shadow Play by Peppers. We’re delighted to hear that you enjoyed our convenient location, the easy walk to Southbank, and the fantastic service from our team. It’s wonderful to know that, apart from the road noise, everything else was brilliant. We’re sorry to hear that the road noise affected your sleep. We will certainly look into this and do our best to identify anything that may be contributing to the noise so we can address and improve it. Thank you again for your kind feedback. We truly appreciate it and look forward to welcoming you back for a more comfortable and restful stay next time. Best regards, Nico Mackintosh

Dear Kerry, Thank you so much for taking the time to share your lovely feedback about your recent stay at Shadow Play by Peppers. We’re delighted to hear that you enjoyed the great location, the atmosphere, and our lovely two-bedroom, two-bathroom apartment. It’s wonderful to know you had such a pleasant experience with us. We truly appreciate your kind words and look forward to welcoming you back to Shadow Play by Peppers for another enjoyable stay. Warm regards, Nico Mackintosh

Dear Debbie, Thank you for your wonderful feedback regarding your recent stay. We are delighted to hear that you found our accommodation beautiful, clean, and comfortable. It is gratifying to know that our efforts in presenting the space to enhance your experience were appreciated. Your recommendation means a great deal to us, and we look forward to welcoming you back on your next visit. Kind regards, Nico Mackintosh General Manager

Dear Julie K., Thank you for your kind words regarding the cleanliness of our rooms and your enjoyable stay. We are delighted to hear that you found your experience restful, as we strive to provide a comfortable environment for all our guests. Kind regards, Nico Mackintosh General Manager

Dear Janine, Thank you for taking the time to share your feedback following your stay with us. It’s great to hear that you enjoyed our convenient location and had a positive experience with our team. We’re also glad that the early check-in and luggage storage options made things a little easier for you during your stay. We really appreciate your kind words and hope to welcome you back again soon. Kind regards, Nico Mackintosh General Manager

Dear Tammy, Thank you so much for your lovely feedback and for choosing to celebrate your wedding anniversary and birthday with us. We’re so pleased to hear that the decorations and little touches helped make your celebrations extra special. It’s also great to know you enjoyed the comfort of your room and had the chance to make use of our pool and gym. Your kind comments about our team mean a lot to us, and I’ll be sure to share them with everyone. We hope to have the pleasure of welcoming you back again for another special occasion. Kind regards, Nico Mackintosh General Manager

Dear Michael, Thank you for your kind words following your recent stay with us at Shadow Play Melbourne by Peppers. It’s lovely to hear that you enjoyed our convenient location and found our team friendly, welcoming and professional. We really appreciate you taking the time to share your feedback, and we hope to have the pleasure of welcoming you back again soon. Kind regards, Nico Mackintosh General Manager

Dear Ronniel A., Thank you for your kind words regarding your recent stay. We are delighted to hear that you appreciated our staff and the convenient location. Your feedback is invaluable to us and we hope to welcome you back soon. Kind regards, Nico Mackintosh General Manager

Dear Nicole W., Thank you for your kind words regarding your recent stay. We are delighted to hear that our staff provided excellent service and that you enjoyed the daily room service, breakfast, and wine bar offerings. We look forward to welcoming you back in the future. Kind regards, Nico Mackintosh General Manager

Dear Paul, Thank you for taking the time to share your feedback with us. Please accept our sincere apologies regarding the charge for your reservation. We completely understand your frustration, particularly as the reservation was cancelled within minutes of being made due to an error. The reservation was paid in full at the time of booking and, although the cancellation was processed as requested, unfortunately the refund was not actioned at the time. We sincerely apologise for this oversight and any inconvenience caused. We would also like to reassure you that we are generally very flexible with cancellation requests, particularly for our ALL-Accor members, and we always do our best to assist wherever possible. We have now proceeded with the refund for your reservation. Once again, please accept our sincere apologies, and we appreciate your patience and understanding. We hope to have the opportunity to welcome you to Shadow Play Melbourne by Peppers in the future and provide you with a much more positive experience. Kind regards, Nico Mackintosh Acting General Manager

Dear Kerri, Thank you for your kind feedback regarding your recent stay. We are pleased to hear that your family enjoyed the spacious apartment and found our staff to be friendly and professional. We look forward to welcoming you back in the future! Kind regards, Nico Mackintosh General Manager

Dear Jannie, Thank you for your wonderful feedback and for your perfect 100/100 rating. We’re delighted to hear you enjoyed your upgrade, spacious apartment and the facilities provided. We appreciate your feedback regarding the hotel entrance and will look at how we can provide clearer directions to assist guests arriving with luggage. We also appreciate your comments about the Wi-Fi and will share this with our team for review. Thank you for choosing Shadow Play by Peppers, and we look forward to welcoming you back as a valued ALL member. Kind regards, Nico Mackintosh Acting General Manager