The Sebel Whitsundays Airlie Beach 4.5 stars

Dear Suzanne, Thank you for taking the time to share such detailed feedback about your stay. I am truly sorry that your experience fell well short of the standard we aim to provide. Please accept our sincere apologies for the cleanliness and maintenance issues you encountered. These are not the standards our guests should expect, and your comments have been shared with our housekeeping and maintenance teams so they can be addressed. I was also very sorry to read about your experience with your lost property. I completely understand how upsetting it would have been to realise that personal belongings had been left behind. As our reception is staffed from 8:00 am to 6:00 pm and the Post Office is located outside of Airlie Beach, we follow a standard process for returning lost items. In your case, I personally packed your belongings and, on my day off, took them to the Post Office to have them sent back to you as quickly as possible. That said, I do feel it is a little unfair for our team to be blamed for the fact that your clothing and pillow were accidentally left behind. While we are always happy to assist guests in recovering lost property whenever possible, it is ultimately the guest's responsibility to ensure all personal belongings are collected before departure. Despite this, we were pleased to help return your items as promptly as we could. I also appreciate your comments regarding the key return process. We have three clearly marked and secure after-hours key drop boxes available for guests, located for ease of access. We are sorry if they were overlooked during your departure, but these facilities are provided to make the check-out process as convenient as possible. We also appreciate your suggestions regarding recycling information and other in-room amenities. Feedback like yours helps us identify where we can improve both our accommodation and the overall guest experience. Thank you again for your honest feedback. While I regret that we were unable to provide the experience you were expecting, I do appreciate you bringing these matters to our attention and giving us the opportunity to improve. Kind regards, Bebe Guest Services Manager

Dear Rina, Thank you for sharing your feedback and for choosing to stay with us. We're delighted to hear that you enjoyed your stay and found our hotel easy to access, as well as that you were pleased with our team's service, check-in, and check-out experience. We sincerely apologize for the bathroom issue you experienced with water leaking from the shower onto the toilet floor. This is not the standard we aim to provide, and we have shared your comments with our maintenance team so the issue can be inspected and resolved. We appreciate you taking the time to let us know about your experience. Your feedback helps us improve, and we hope to have the pleasure of welcoming you back for an even better stay in the future. Kind regards, Bebe | Guest Services Manager

Dear Julie, Thank you for taking the time to share your detailed feedback following your stay at The Sebel Whitsundays. We're sorry to hear that your experience did not meet your expectations. We understand your frustration with our digital check-in and check-out process, particularly the lack of a welcoming team member on arrival and departure. Your comments have been shared with our team as we continually review how we can better balance technology with personalised guest service. We also appreciate your feedback regarding our hillside location and steep driveway. While our elevated position offers beautiful views of Coral Sea and Port of Airlie, we recognise this may not suit every guest, and we will review how we communicate this more clearly prior to arrival. Your comments about the bathroom layout and the potential safety concern when exiting the shower are also appreciated and will be considered as part of our ongoing property improvements. Thank you for acknowledging the cleanliness of your room. We also appreciate your suggestion regarding clearer recycling information and will look at improving signage to make our sustainability initiatives easier for guests to access. We sincerely regret that your stay did not provide the warm and seamless experience we aim to deliver. We appreciate your honest feedback, as it helps us identify areas where we can improve, and we hope you'll consider giving us another opportunity to provide you with a much more enjoyable stay in the future. Kind regards, Bebe | Guest Services Manager The Sebel Whitsundays

Dear Canil, Thank you for taking the time to share your feedback following your recent stay at The Sebel Whitsundays. We are delighted to hear that you enjoyed our great location, found your stay to be good value, and appreciated our heated pool. It is especially wonderful to know that our team made such a positive impression. Bebe will be thrilled to receive your kind recognition—I'll be sure to share your compliments with her. We also appreciate your ratings and your continued loyalty as both an ALL Silver member and an Accor Vacation Club member. Your feedback helps us identify opportunities to improve, and we hope to make your next stay even more memorable. Thank you again for choosing to stay with us and for recommending us to others. We look forward to welcoming you back to Airlie Beach in the near future. Kind regards, The Sebel Whitsundays

Dear Martin, Thank you for taking the time to share your feedback following your recent stay at The Sebel Whitsundays. We're pleased to hear you enjoyed our location and pool, however we're genuinely sorry that your accommodation did not meet your expectations. We sincerely apologise for the condition of the apartment, including the dated presentation, the strong scent in the room, the dust on the window ledges, and the noise disturbance caused by the vent connected to the foyer. We also regret that the apartment did not reflect the impression created by our online photos. Your comments have been shared with our housekeeping and maintenance teams for review, as well as with the owners as we continue to plan improvements to our apartments. We also appreciate your feedback regarding the limited interaction with our team, as we always strive to provide warm and attentive service throughout our guests' stay. Thank you again for your honest feedback. It helps us identify where we need to improve, and we hope we have the opportunity to provide you with a much better experience should you choose to stay with us again. Kind regards, Bebe Guest Services Manager The Sebel Whitsundays Airlie Beach