Dear Margaret M., Thank you for sharing your positive feedback about your recent stay with us. We are pleased to know that you enjoyed our excellent location and were impressed by the cleanliness and modern facilities of your apartment. Providing our guests with a comfortable and memorable experience is always our top priority. Kind regards, Nico Mackintosh General Manager

Dear Mato, First of all, we would like to thank you for taking the time to share your feedback about your recent stay. We regret to hear that your experience did not meet your expectations. We sincerely apologise that the cleanliness of the carpets and the comfort of the bed did not meet your expectation. Please be assured that we take your comments seriously and will address these concerns with relevant department for improvement. We hope to have the opportunity to welcome you back in the future and provide you with a much better experience. Best Regards, Nico Mackintosh General Manager

Dear Beau, Thank you for taking the time to share your feedback regarding your recent stay at Shadow Play Melbourne by Peppers. We appreciate your positive rating; however, I am sorry to learn about the challenges you faced during your visit. I sincerely apologize for the inconvenience caused by the disability access elevator and the steep alternative ramp. Your safety and comfort are of utmost importance to us. I will ensure that your concerns regarding the breakfast offerings and the coffee service are addressed with our culinary team. We strive to provide a delightful dining experience, and your comments will help us enhance our service. Additionally, I regret that the air conditioning in your room did not meet your expectations. We acknowledge the importance of a comfortable environment for our guests. Thank you once again for your valuable insights. We hope to have the opportunity to welcome you back in the future for an improved experience. Kind regards, Nico Mackintosh General Manager

Hello Aspa, Thank you for taking the time to share your feedback about your recent stay at Shadow Play and for speaking with our Manager on Duty about your experience. We appreciate you bringing your concerns to our attention. First and foremost, we sincerely apologise that your experience fell short of your expectations and that the cleanliness of your suite did not meet the high standards we strive to maintain. Regarding the concerns you raised about the disturbance during your stay, please be assured that the matter was addressed promptly by our Manager on Duty and escalated to the relevant department. All necessary actions were taken at the time. We take our guests’ comfort and peace of mind seriously, and we appreciate you bringing this matter to our attention. We sincerely apologise that this follow-up was not communicated to you clearly. As discussed, please be assured that your concerns have been acknowledged and that the matter has been addressed by our team. We take all guest feedback seriously and remain committed to continually improving our cleanliness standards and ensuring a comfortable and enjoyable experience for all our guests. Thank you again for your feedback. We appreciate your feedback and look forward to welcoming you back to Shadow Play for a more enjoyable stay in the future. Kind regards, Nico Mackintosh General Manager

Dear Mr H., Thank you for taking the time to leave a review with us. It is greatly appreciated that you enjoyed aspects of your stay with us, especially the great location of the hotel and the layout of your hotel room. Though I am sorry to learn of your difficulties with the temperature of your shower. Unfortunately, the hotel did have scheduled hot water works during your stay, I do apologies for any inconvenience this may have caused. The team and I look forward to welcoming you back to the Shadow Play by Peppers, for an improved upon stay, the next time you visit Melbourne. Kind regards, Nico Mackintosh General Manager

Dear Foram, Thank you for taking the time to share your feedback. We sincerely apologies that your stay did not meet your expectations. We are sorry to hear about the unpleasant odor in the bathroom and understand how this, combined with the compact bathroom space, affected your family's comfort during your stay. Please be assured that your comments have been shared with our housekeeping and maintenance teams so that the matter can be investigated and addressed appropriately. We also appreciate your feedback regarding the bathroom size and the representation of our room photos, as we understand how important it is for guests to have clear expectations when making a booking. Your feedback is valuable to us, and we appreciate you bringing these concerns to our attention. We hope to have the opportunity to provide you with a better stay in the future. Kind regards, Nico Mackintosh General Manager

Dear Taher A., Thank you for sharing your feedback regarding your recent stay at Shadow Play Melbourne. I regret to learn that your experience did not meet the expectations set during your previous visit. I appreciate your comments on the breakfast and our staff's service; however, I understand the discomfort caused by the room size and cleanliness issues. Your observations are valuable, and they will be taken into consideration as we strive to enhance our guest experience. Kind regards, Nico Mackintosh General Manager

Dear Chun, Thank you for your kind words regarding our service and staff. We also appreciate your honest feedback regarding the housekeeping service and sincerely apologise for the issues with floor and bed linen cleanliness, missing toilet rolls, and used towels not being removed. We take your comments seriously and will share them with our housekeeping team to improve our service. Thank you again for your feedback. We hope to have the opportunity to welcome you back for a better experience in the future. Kind regards, Nico Mackintosh General Manager

Dear Sam, Thank you for your feedback regarding your recent stay. We are delighted to hear that you enjoyed our excellent location and your room. However, we apologize for the inconvenience you experienced with the shower temperature. Your observations regarding the thermostatic mixing valve are appreciated, and we will take them into consideration for future assessments. Regarding your missing belt, while we cannot guarantee the recovery of lost items, we encourage guests to report such incidents to our team promptly so we can assist as best as possible. We hope to welcome you back for another enjoyable stay. Kind regards, Nico Mackintosh General Manager

Dear Catherine, Thank you for your kind words regarding your recent stay. We are delighted to hear that you found our hotel lovely and our staff friendly. It is always our aim to provide enjoyable experiences for our guests. Kind regards, Nico Mackintosh General Manager

Dear Clare, Thank you for your wonderful review. We are delighted to hear that you and your friends had such an enjoyable weekend staying in our three-bedroom apartment. It is lovely to know that you appreciated our convenient location, the friendly and efficient service from our team, and the relaxing experience in our steam room and sauna. We will also be sure to pass on your kind compliments to our housekeeping team, who will be thrilled to hear your feedback. Thank you for your continued loyalty as an ALL Accor Gold member and for recommending us to others. We look forward to welcoming you back for another fabulous stay in the near future. Warm regards, Nico Mackintosh General Manager

Dear Marcus, Thank you for your great feedback! We are delighted to hear you enjoyed your stay, appreciated our location, and found our staff welcoming. Your kind words regarding the breakfast and service are greatly appreciated. We look forward to welcoming you back again soon! Kind regards, Nico Mackintosh General Manager

Dear Kylie W., Thank you for your wonderful feedback. We are delighted to know that you consider our hotel your home away from home and appreciate our staff, amenities, and location. Your loyalty is invaluable to us, and we look forward to welcoming you back on your next visit. Kind regards, Nico Mackintosh General Manager

Dear Catherine, Thank you for your kind feedback. We are delighted to hear that you enjoyed our convenient location and had a pleasant stay. We hope to welcome you back to Shadow Play by Peppers in the near future! Kind regards, Nico Mackintosh General Manager

Hi M., Thank you for taking the time to share your wonderful feedback with us. We are delighted to hear that you enjoyed our convenient location and found our team friendly and welcoming. It’s fantastic to know that you had a comfortable stay. Your kind feedback means a lot to our team and is greatly appreciated. We hope to have the pleasure of welcoming you back again on your next visit to Melbourne. Kind regards, Nico Mackintosh General Manager

Dear Nishiyama, Thank you for sharing your feedback regarding your recent experience at Shadow Play by Peppers. We regret to hear that the ambiance did not meet your expectations. Your comments about the reception area have been noted, and we appreciate your insights. Kind regards, Nico Mackintosh General Manager

Hello Mark, First of all, thank you for taking the time to share such thorough and detailed feedback following your stay with Shadow Play by Peppers. We sincerely acknowledge your disappointment and regret to hear that various aspects of your experience did not meet your expectations. We appreciate you taking the time to outline your concerns in such detail, including the navigation of the property, lift congestion, room layout, bathroom facilities, furniture positioning, coffee capsules, and breakfast hours. Your feedback has been noted and will be shared with the relevant teams for identify opportunities for improvement. We are particularly sorry that your Accor welcome was missed upon arrival. This was an oversight on our part, and we sincerely apologise for failing to provide the welcome you should have received as an Accor member. We understand the importance of getting these details right from the beginning of a guest's stay. Thank you again for your time and for providing such comprehensive and constructive feedback. We genuinely appreciate you bringing these matters to our attention. We understand that our serviced apartment-style offering may not suit every guest, and we regret that the experience did not align with what you were looking for on this occasion. Best Regards, Nico Mackintosh General Manager

Dear Narelle, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you enjoyed your stay with us and found the room spacious, comfortable, and well suited to your needs. We truly appreciate your kind comments about our team and are glad we were able to meet your expectations throughout your stay. Thank you also for your feedback regarding our sustainability efforts. We understand that our initiatives may not always be clear to our guests and your comment is valuable in helping us improve how we communicate our commitment to sustainability. We hope to have the pleasure of welcoming you back to Shadow Play on your next visit to Melbourne. Warm regards, Nico Mackintosh General Manager

Hi Nicole, Thank you for the great review! We're glad that you enjoyed your stay with us. Should you require assistance with your future stay with us, please do not hesitate to reach out to us. Kind regards, Nico Mackintosh General Manager