Dear Alyson, Thank you for taking the time to share your feedback following your recent stay with us at Batman’s Hill on Collins. We sincerely appreciate you providing us with your comments and are pleased to learn that, overall, you found your experience with us to be a pleasant one. At the same time, we are sorry to learn that unexpected external noise affected your experience during your stay. We fully appreciate that a comfortable and restful environment is an important aspect of any hotel stay, particularly during periods intended for relaxation and sleep. While certain external sounds may occasionally arise from circumstances beyond the hotel's direct control, we regret that this impacted your enjoyment of the accommodation. Please be assured that your comments have been noted and will be taken into consideration as part of our ongoing efforts to provide a comfortable environment for our guests. We also acknowledge your concerns regarding the presentation and refrigeration of gifts provided to Accor members. We understand the importance of ensuring that any amenities or gifts provided to our guests are handled and presented in a manner consistent with appropriate standards of quality, hygiene, and guest expectations. Your observations have therefore been duly noted and will be communicated to the relevant team for review of our current procedures and practices. We appreciate your understanding that certain operational procedures are implemented with guest wellbeing and safety in mind. Nevertheless, we value your feedback regarding how these procedures are experienced from a guest's perspective, and your comments provide us with an opportunity to consider whether any aspect of our processes or communication could be improved. Please be assured that guest feedback is treated seriously and contributes to our continued review of our services and standards. We are grateful for the constructive nature of your comments and for the opportunity to address the matters you have raised. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you back to Batman’s Hill on Collins in the future and providing you with an experience that more fully meets your expectations. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Loren M. P., Thank you for taking the time to share your positive feedback regarding your recent stay at Batman’s Hill on Collins. We sincerely appreciate your kind comments and are pleased to learn that your overall experience with us was a pleasant and memorable one. We are particularly delighted to hear that you enjoyed the views from your balcony and that you found the accommodation to be comfortable and well maintained. We also appreciate your recognition of the welcoming and attentive service provided by our team. Our staff strive to ensure that guests are treated with courtesy and professionalism throughout their stay, and it is encouraging to know that these efforts contributed positively to your experience. It is equally pleasing to learn that you were satisfied with the cleanliness and comfort of your room. We understand that these aspects are fundamental to a comfortable hotel stay, and our team remains committed to maintaining appropriate standards across our guest accommodation and facilities. We are also grateful for your comments regarding our breakfast offering. We are pleased that it provided an enjoyable start to your day and complemented your time exploring Melbourne. Our location provides convenient access to many of the city’s attractions, dining establishments, and transport options, and we are pleased that you were able to take advantage of this during your visit. As a property with a distinctive heritage character, Batman’s Hill on Collins takes pride in retaining elements of its historical identity while continuing to provide guests with the comforts and services expected of a contemporary hotel. We are therefore particularly grateful for your appreciation of the building’s heritage-style character and its convenient location. Guest feedback is highly valued by our management and team, as it provides an opportunity to recognise the aspects of our service that guests have enjoyed and to continue reviewing our standards and operations. Your positive comments will be shared with the relevant members of our team as recognition of their contribution to your stay. Thank you once again for choosing to stay with Batman’s Hill on Collins and for taking the time to provide such thoughtful feedback. We genuinely appreciate your patronage and hope to have the opportunity to welcome you back to the hotel on a future visit to Melbourne. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Yanini R., Thank you for taking the time to share your detailed and positive feedback following your recent stay at Batman’s Hill on Collins. We sincerely appreciate your continued patronage and are particularly delighted to learn that your second visit to our hotel was once again a thoroughly enjoyable and positive experience. We are grateful for your favourable comments regarding our location. Our position opposite Southern Cross Station provides guests with convenient access to Melbourne’s central business district, public transport services, surrounding attractions, dining precincts, and other destinations throughout the city and beyond. We are pleased to know that this accessibility proved particularly beneficial to you during your visit and contributed to the convenience of your stay. We are also delighted that our team was able to assist with an early check-in and provide a complimentary room upgrade, subject to availability and the circumstances applicable at the time of your arrival. We understand that arriving after a long international journey can make a comfortable and timely check-in particularly appreciated, and we are pleased that our team was able to assist in making your arrival as smooth and welcoming as possible. At Batman’s Hill on Collins, our team endeavours to accommodate reasonable guest requests wherever operational circumstances and availability permit. While arrangements such as early check-in and room upgrades cannot always be guaranteed and remain subject to availability and applicable hotel conditions, we are pleased that on this occasion we were able to provide these additional arrangements and that they contributed positively to your overall experience. Your kind recognition of our staff is especially appreciated. Our team plays an important role in creating a welcoming and professional environment for our guests, and it is encouraging to know that their friendly and attentive approach made a favourable impression upon you. We will be pleased to share your comments with the relevant members of our team as recognition of their efforts and commitment to guest service. We are equally pleased to hear that you enjoyed our breakfast offering. We endeavour to provide a selection of breakfast options that offers variety, quality, and convenience for our guests, while maintaining consideration for different preferences and expectations. Your positive comments regarding both the selection and value of the breakfast are therefore greatly appreciated. We are also glad that our luggage storage service proved useful following your check-out. We understand that guests may require additional flexibility with their luggage when their travel arrangements do not coincide directly with their departure from the hotel. Where circumstances and operational requirements permit, our team is pleased to assist with such arrangements, and we are delighted that this service provided additional convenience during your departure. It is particularly rewarding to receive such positive feedback from a returning guest. Your decision to choose Batman’s Hill on Collins for a second stay is greatly valued by our entire team, and we are grateful for the confidence you have placed in us. Feedback of this nature provides valuable recognition of the efforts made by our staff and reinforces our ongoing commitment to delivering a welcoming, comfortable, and convenient guest experience. Thank you once again for your thoughtful review, kind words, and continued support. We sincerely appreciate your patronage and hope that your future travels bring you back to Melbourne. It would be our genuine pleasure to welcome you to Batman’s Hill on Collins for a third visit and to provide you with another enjoyable and memorable stay. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Mr C. a., Thank you for taking the time to share your positive feedback regarding your recent stay at Batman’s Hill on Collins. We sincerely appreciate you choosing to stay with us and for providing your comments regarding your experience. We are particularly pleased to learn that you found our location convenient and that the check-in process was handled efficiently upon your arrival. We understand that a smooth and timely arrival experience is an important part of a guest’s overall stay, and our team endeavours to ensure that the check-in process is conducted in a professional, courteous, and efficient manner wherever circumstances permit. We are also delighted to hear that you were able to access your accommodation promptly upon arrival. While room availability and check-in times may naturally be subject to operational requirements and availability on the day, our team makes every reasonable effort to accommodate guests as early as practicable, where this can be facilitated without compromising established operational and service standards. Your positive comments are greatly appreciated and provide valuable encouragement to our Front Office team. Feedback such as yours reinforces our ongoing commitment to delivering a welcoming and professional experience to our guests from the moment they arrive at the hotel. Thank you once again for your kind feedback and for choosing Batman’s Hill on Collins. We sincerely value your patronage and look forward to the opportunity to welcome you back in the future, where we hope to provide another pleasant and seamless stay. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear John H., Thank you for taking the time to share your experience during your recent stay at Batman's Hill on Collins. We appreciate your feedback, as it provides us with valuable insights into our guests’ experiences and expectations. We are pleased to hear that you found our location advantageous and enjoyed our breakfast offerings, particularly the range of gluten-free options. However, we regret to learn that certain aspects of your stay did not meet your expectations, particularly regarding accessibility and the overall room experience. As you noted, our property is housed in a historic building, which does present unique challenges for mobility-impaired individuals. While we do provide an alternative entrance that is more accessible, we understand that the layout may not be ideal for all guests. We are continuously exploring ways to improve accessibility and enhance our guests’ comfort. Regarding your room, we acknowledge your concerns about the size and layout. Our rooms vary in size, and we strive to provide a range of accommodations to suit different preferences. We appreciate your suggestions for enhancements, such as additional storage for luggage and towel hooks, which will be taken into consideration as we assess our facilities. We also regret any inconvenience caused by the suspension of dinner service. Although this decision was made in response to operational circumstances, we are committed to providing a satisfactory dining experience for our guests and will keep you informed of any changes to our offerings. Thank you once again for your feedback. We hope to have the opportunity to welcome you back in the future for an improved experience. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Mohammad, Thank you for sharing your positive feedback regarding your recent stay with us. We are delighted to hear that you found our location to be well-situated and the pricing reasonable. At Batman’s Hill on Collins, we strive to provide our guests with both convenience and value, and your comments affirm our commitment to these principles. Yours sincerely, Nathania Front Office Duty Manager Batman’s Hill on Collins

Dear Ms S., Thank you for taking the time to share your positive feedback following your recent stay at Batman’s Hill on Collins. We sincerely appreciate you choosing to stay with us and for taking the opportunity to provide your comments regarding your experience. We are delighted to learn that you found your room comfortable and that you were pleased with the service provided by our team. Creating a welcoming environment and ensuring that our guests are treated with courtesy, attentiveness, and professionalism are important aspects of our approach to guest service, and it is particularly encouraging to receive recognition in these areas. We are also pleased to hear that you enjoyed our breakfast offerings. We understand that dining is an important component of the overall hotel experience, and we are grateful to know that the breakfast provided was to your satisfaction and contributed positively to your stay. Your kind comments are greatly appreciated and serve as valuable encouragement to our team. Guest feedback provides us with an opportunity to recognise the efforts of our staff while continuing to focus on maintaining consistent standards of service, comfort, and hospitality for all guests. Thank you once again for your generous feedback and for choosing Batman’s Hill on Collins for your visit. We sincerely value your patronage and would be delighted to have the opportunity to welcome you back in the future. We hope that your next stay will once again be comfortable, enjoyable, and memorable. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Ms T., Thank you for taking the time to share your feedback regarding your recent stay at Batman’s Hill on Collins. We sincerely appreciate you choosing to stay with us and taking the opportunity to provide your comments following your visit. We are particularly pleased to hear that you found our location convenient for your visit to the Regent Theatre. Our central position provides guests with convenient access to a range of Melbourne’s prominent cultural, entertainment, dining, and transport facilities, and we are delighted that this aspect of our location contributed positively to the convenience of your stay. We recognise that location and accessibility can play an important role in ensuring that guests are able to make the most of their time in Melbourne. It is therefore encouraging to know that our proximity to the Regent Theatre assisted in making your visit more convenient and supported your plans during your stay. We also appreciate your feedback as it provides our team with an opportunity to reflect upon the overall guest experience and to continue our efforts to maintain appropriate standards of service and hospitality. While we are pleased that our location met your requirements on this occasion, we remain committed to ensuring that each guest receives a welcoming, comfortable, and professional experience throughout their stay. Thank you once again for your valued feedback and for staying with Batman’s Hill on Collins. We would be delighted to have the opportunity to welcome you back in the future and hope that we may provide you with an even more enjoyable and memorable experience on your next visit. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Joseph, Thank you for your kind words regarding your recent stay at Batman's Hill on Collins. We are delighted to hear that you appreciated our prime location near Southern Cross Station and the cleanliness of our hotel. It is also gratifying to know that our team was able to accommodate your request for single beds and that you found our staff to be friendly and helpful. We look forward to welcoming you back on your next visit. Yours sincerely, Nathania Front Office Duty Manager Batman’s Hill on Collins

Dear Ms N., Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely appreciate the opportunity to receive comments from our guests, as they assist us in reviewing and, where appropriate, enhancing the overall guest experience. We are pleased to learn that you found the apartment to be spacious and comfortable, and we are grateful for your positive observations. It is always encouraging to know that aspects of your accommodation contributed positively to your stay. With respect to the restaurant’s closure during your visit, we acknowledge your comments and regret any inconvenience or disappointment this may have caused. We endeavour to ensure that relevant and available information concerning our facilities and services is communicated to guests prior to their arrival. Your feedback has been noted and will be taken into consideration as we continue to review our guest communications and information provided in relation to available facilities. We have also noted your suggestion regarding the provision of additional blankets. Guest comfort is important to us, and your comments will be shared with the relevant team for consideration as part of our ongoing review of the amenities and services available to our guests. We genuinely appreciate the time you have taken to provide both your constructive suggestions and your kind comments. Feedback such as yours provides us with valuable insight into our guests’ experiences and assists us in identifying opportunities for further improvement. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you back to Batman’s Hill on Collins in the future and providing you with another enjoyable and comfortable stay. Yours sincerely, Xavier Leono Front Office Duty Manager Batman’s Hill on Collins

Dear Li L. K., Thank you so much for your very kind feedback. Guest satisfaction is our number one priority and we are extremely happy that we were able to meet your expectations. It is our sincere hope that you will provide us the opportunity of serving you again in the near future. All the best. Regards, Janith Abeykoon Rooms Division Manager

Dear Janina, Thank you for your kind words regarding your recent stay at Batman’s Hill on Collins. We are delighted to hear that you appreciated our prime location and received a warm welcome from our team. Our staff takes great pride in providing exceptional customer service, and your feedback serves as a wonderful affirmation of their efforts. Yours sincerely, Nathania Front Office Duty Manager Batman’s Hill on Collins

Dear Mr E., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you found the hotel and your accommodation to be clean, and that you were satisfied with the Wi-Fi and the service provided by our team. We are, however, disappointed to learn that the condition of the room and aspects of your departure experience did not meet your expectations. We appreciate your comments regarding the condition and presentation of our rooms, as well as your suggestion regarding the television. Please be assured that your feedback has been noted and will be shared with the relevant management teams as we continue to work towards improving our guest experience. We also sincerely apologise for the inconvenience you experienced at check-out. We understand that having to leave your keys without being assisted personally was not the level of service we aim to provide, and we will review this with our Front Office team. For clarity, on this occasion, we had also provided a complimentary upgrade from the Standard Queen Room originally booked to a One Bedroom Apartment as a gesture of goodwill. We regret that, despite this additional consideration, your overall experience did not meet your expectations. Thank you again for your constructive comments. We value your feedback and hope to have the opportunity to provide you with a more comfortable and seamless experience on a future visit. Kind regards, Izza Maesa Front Office Duty Manager Batman’s Hill on Collins

Dear Ms L., Thank you for taking the time to provide your feedback following your recent stay at Batman’s Hill on Collins. We sincerely acknowledge your concern regarding the room allocation on arrival. Being provided access to a room that was occupied by another guest is clearly not the experience we expect to deliver. We understand the concern this caused and, in particular, appreciate that it left you feeling uneasy about the security and privacy of your own accommodation for the remainder of your stay. This matter has been raised with our Front Office management team for review. Accurate room allocation and verification are fundamental responsibilities of our reception operations, and we take your comments seriously. We have also noted your observations regarding the bathroom, carpeting and the accessibility of the lift. These comments have been passed to the relevant departments for consideration and follow-up. While we recognise that the hotel is an established property, we remain committed to maintaining appropriate standards of cleanliness, presentation and guest service. Your feedback provides us with specific areas where greater attention is required. We regret that your arrival and overall experience fell short of what you should reasonably expect from us. We appreciate you bringing these matters to our attention and allowing us the opportunity to address them internally. Kind regards, Izza Maesa Front Office Duty Manager Batman’s Hill on Collins

Dear Valued Guest, Thank you for your positive feedback regarding your recent stay at Batman's Hill on Collins. We are delighted to hear that you appreciated our prime location and the tranquil atmosphere of our hotel. Your kind words motivate us to continue providing exceptional service. We look forward to welcoming you back on your next visit. Yours sincerely, Nathania Y. Front Office Duty Manager Batman’s Hill on Collins

Dear Ms R., Thank you very much for taking the time to share such wonderful feedback following your recent stay at Batman’s Hill on Collins. We are delighted to hear that you found your stay comfortable and that our team made you feel welcomed, safe and well cared for. It is especially pleasing to know that you enjoyed the cleanliness of your room, the comfortable bed, the shower and our convenient location. Your kind words about our team are sincerely appreciated. We will be sure to share your feedback with the entire team, as it is always encouraging to know that our guests value the friendly and caring service we strive to provide. We truly appreciate your continued support and look forward to welcoming you back to Batman’s Hill on Collins on your next visit to Melbourne. Warm Regards, Izza M. Front Office Duty Manager Batmans Hill on Collins

Dear Ms. F., Thank you very much for taking the time to share your feedback following your recent stay with us at Batman’s Hill on Collins. It is always a pleasure to welcome you back, and we truly appreciate your continued loyalty and support as one of our regular guests and valued ALL Platinum members. We are delighted to hear that you once again enjoyed the comfort and cleanliness of your room, particularly the bath and shower, and that our team continues to make you feel welcome through their friendly service. We are also pleased that your room upgrade exceeded your expectations. We are sorry, however, that the closure of our restaurant was disappointing, particularly as this was not clearly communicated to you at the time of booking. We understand your comments regarding the $10 dining benefit when restaurant facilities are unavailable, and we also appreciate your honest feedback regarding the current ALL welcome gift and recognition. Your comments are valuable and will be shared with the relevant teams for consideration. Thank you again for your continued support and for your constructive feedback. We look forward to welcoming you back again soon and hope to continue making your stays comfortable and enjoyable. Warm Regards, Izza M. Front Office Duty Manager Batmans Hill on Collins

Dear Ms D., Thank you for taking the time to share your wonderful feedback following your recent stay at Batman’s Hill on Collins. We are delighted to hear that you enjoyed the convenience of our location, particularly our close proximity to Southern Cross Station, which made your visit for the AFL footy so easy and convenient. It is also lovely to know that you were well looked after by our reception team. We will certainly pass on your kind recognition to the team, as feedback such as yours is greatly appreciated. Thank you for choosing to stay with us and for your continued support as an ALL Accor Classic member. We hope to have the pleasure of welcoming you and your partner back to Batman’s Hill on Collins for your next visit to Melbourne. Warm Regards, Izza M. Front Office Duty Manager Batman’s Hill on Collins

Dear Mr S., Thank you for taking the time to share your feedback following your recent stay at Batman’s Hill on Collins. We are pleased to hear that you enjoyed our convenient location and were satisfied with your accommodation, cleanliness and Wi-Fi. We also appreciate your continued loyalty as an ALL Platinum member. We are sorry to hear that our service did not fully meet your expectations. In particular, we understand your concern regarding your room not being serviced on Sunday. We appreciate you bringing this to our attention, and we will review this with our housekeeping team to ensure our service arrangements are communicated clearly and delivered consistently. Your feedback regarding our team is also valuable, and we will use it as an opportunity to further improve the level of service we provide to our guests. Thank you again for your constructive feedback and continued support. We hope to have the pleasure of welcoming you back to Batman’s Hill on Collins and providing you with an improved experience. Warm Regards, Izza M. Front Office Duty Manager Batman’s Hill on Collins