Dear Terence, Thank you for your wonderful feedback and continued support. We’re delighted to hear that our team consistently provides excellent service and makes your late-night arrivals smooth and hassle-free. It’s great to know that you always enjoy your room and have a positive experience with us. We look forward to welcoming you back again soon! Kind regards, Toby Front Office Supervisor

Dear Yvette, Thank you for your feedback. We sincerely apologise for the poor cleanliness of your room, the condition of the towels, and the delay in delivering the replacement towels. This is not the standard of service we aim to provide. We also regret that you did not feel recognised as an ALL Accor member. Your comments have been noted and will be shared with the relevant teams for follow-up and improvement. We understand your disappointment and appreciate you bringing these matters to our attention. Kind regards, Toby Front Office Supervisor

Dear Misung, Thank you for sharing your feedback. We sincerely apologise for the unacceptable cleanliness issues you encountered in your family room. The conditions you described, including the stains on the walls, dead insect, dust, and unclean refrigerator and freezer, are well below the standards we aim to maintain. We understand how disappointing this must have been, especially when travelling with your family. We are very sorry that your stay was affected to the extent that you felt you needed to leave early. Please be assured that we take your concerns seriously and will escalate this matter to our housekeeping and management teams for a thorough investigation. We would also welcome the opportunity to review the photos you mentioned so we can better understand and address the issues. We sincerely apologise for letting you down and appreciate you bringing this matter to our attention. Kind regards, Toby Front Office Supervisor

Dear Jan, Thank you for your lovely feedback and for recommending Mantra Alice Springs. We’re pleased to hear that you enjoyed our convenient location and friendly service. We appreciate your comments regarding the room condition, car park, and lift. Your feedback is valuable and will be shared with our team as we continue to improve our facilities while maintaining affordable rates. We hope to welcome you back on your next trip to Alice Springs. Kind regards, Toby Front Office Supervisor Mantra Alice Springs

Dear Hashan, We sincerely apologise that your stay did not meet expectations. We understand your frustration regarding the water in the room, cleanliness, damaged sink, and other issues you experienced. Please be assured that we take your feedback seriously and will share your concerns with the relevant teams for review and follow-up. Thank you for bringing these matters to our attention. Kind regards, Toby Front Office Supervisor Mantra Alice Springs

Dear Amanda, Thank you for sharing your feedback. We sincerely apologise that your stay did not meet your expectations, particularly regarding the room type, air conditioning, and cleanliness of the facilities. We appreciate your kind acknowledgement of the manager’s assistance with breakfast. Your comments regarding the booking information and room presentation are taken seriously and will be shared with our management team for review. We are sorry that we fell short of providing the comfortable stay you expected after completing the Larapinta Trail. Kind regards, Toby Front Office Supervisor Mantra Alice Springs

Dear Mario, Thank you for your positive feedback. We’re pleased to hear that you enjoyed our convenient location, quiet surroundings, parking facilities, and clean, comfortable rooms. We truly appreciate your recommendation and look forward to welcoming you back to Mantra Alice Springs on your next visit. Kind regards, Toby Front Office Supervisor Mantra Alice Springs

Dear Rob, Thank you for bringing this to our attention. We sincerely apologise for the concern and frustration regarding the $1 credit card verification charge. This amount is generally a temporary authorisation used to verify the card, rather than a payment collected by the hotel. Depending on your bank, it may take some time to disappear from your account. We recommend checking with your bank if it is still showing as a charge. We regret that this caused a negative impression of your stay and appreciate you sharing your feedback. Kind regards, Toby Front Office Supervisor

Dear Amanda, Thank you for sharing your feedback. We’re pleased to hear that you enjoyed our convenient location, comfortable beds, and helpful staff. We’re sorry that the pool temperature and Wi-Fi connection did not meet your expectations, particularly the inconvenience of needing to leave your room for the Wi-Fi to work properly. We appreciate your comments and will share them with the relevant teams for review. Thank you again for your feedback. We hope to welcome you and your family back to Mantra Alice Springs in the future. Kind regards, Toby Front Office Supervisor

Dear Anna, Thank you for sharing your feedback. We sincerely apologise that your first room did not meet our cleanliness standards and that the air conditioning was not working, requiring you to move rooms at bedtime. We’re sorry for the inconvenience and appreciate your understanding while our team arranged a cleaner room with working air conditioning. Your comments regarding housekeeping and maintenance will be shared with the relevant teams for review and follow-up. We appreciate your feedback and hope to have the opportunity to provide you with a better experience in the future. Kind regards, Toby Front Office Supervisor

Dear Lisa, Thank you for sharing your feedback. We’re pleased to hear that you enjoyed our convenient location and found our team friendly and helpful. We sincerely apologise for the cleanliness issues you experienced, including the sticky countertops, dirty toilet flush buttons and damaged carpet in your room, as well as the condition of the carpet outside your room. This is not the standard we aim to provide, and we will share your comments with our housekeeping and maintenance teams for review and follow-up. We also appreciate your suggestion regarding recycling bins and will pass this feedback on to our management team. Thank you for bringing these matters to our attention. We hope to provide you with a better experience on your next visit. Kind regards, Toby Front Office Supervisor

Dear K., Thank you for sharing your feedback. We’re pleased to hear that you found the hotel clean and tidy, but we’re sorry that noise affected your stay. We appreciate your comments regarding the bed comfort, dated rooms, check-in experience, and Wi-Fi speed. We also regret that our service felt impersonal. Your feedback is valuable and will be shared with the relevant teams to help us identify areas for improvement. We hope to have the opportunity to provide you with a better experience on your next visit. Kind regards, Toby Front Office Supervisor

Dear Lauren, Thank you for taking the time to share such detailed feedback. We’re delighted to hear that our team made a positive impression and that you appreciated our convenient location and the quieter walkways and balconies. However, we sincerely apologise that the condition and cleanliness of the rooms and common areas did not meet your expectations. We also acknowledge your concerns regarding room facilities, noise, parking, the pool temperature and Wi-Fi speed. We understand that these issues affected your overall experience, despite our team assisting with a room change during your stay. Your comments will be shared with our management, housekeeping and maintenance teams for review and follow-up. We appreciate your honest feedback, as it helps us identify areas where improvements are needed. Thank you again for recognising the efforts of our team. We’re sorry we did not deliver the overall experience you expected. Kind regards, Toby Front Office Supervisor

Dear Svetlana, Thank you for your wonderful feedback and perfect rating. We’re delighted you enjoyed our convenient location, spacious rooms, facilities and breakfast. We also appreciate your comment regarding the towels and apologise that they did not appear as white and fresh as expected. We will share your feedback with our housekeeping team for review. Thank you for choosing to stay with us. We hope to welcome you back to Mantra Alice Springs in the future. Kind regards, Toby Front Office Supervisor

Dear Stephen, Thank you for taking the time to share your feedback. We sincerely apologise that your stay fell so far below expectations. We are concerned by your comments regarding the condition of the room, unpleasant odours, worn carpet, stained shower base and lack of bathroom ventilation. We also apologise that the alternative rooms offered had air-conditioning issues and did not provide a suitable solution. We understand how disappointing this must have been, particularly when you were willing to pay extra for a more comfortable room. Your feedback regarding the cleanliness of the stairwell, reception rug and furniture has also been noted. We will escalate these concerns to our management, housekeeping and maintenance teams for a thorough review and follow-up. We are truly sorry for the inconvenience and disappointment caused and appreciate you bringing these matters to our attention. Kind regards, Toby Front Office Supervisor

Dear Yunxin, Thank you for sharing your feedback and for your kind recommendation. We’re pleased you enjoyed our convenient location, cleanliness and the room upgrade during your stay. As a valued ALL Platinum member, we appreciate your comments regarding member recognition and the welcome drink and amenity. We apologise that these were not offered and will share your feedback with our team for review. We also appreciate your ratings for the accommodation and breakfast, which help us identify areas for improvement. Thank you for choosing Mantra Alice Springs. We look forward to welcoming you back again. Kind regards, Toby Front Office Supervisor

Dear Kimberlene, Thank you for your wonderful feedback and perfect rating. We’re delighted to hear that you enjoyed the peaceful environment and that our team provided great customer service. We’re especially pleased that your stay offered you a comfortable and quiet place to rest and recover. Your kind words mean a lot to our team. We wish you all the best and hope to welcome you back again in the future. Kind regards, Toby Front Office Supervisor

Dear Robert, Thank you for your lovely feedback. We’re delighted to hear that you enjoyed the quiet, private and comfortable environment during your family stay. It’s wonderful to know that you were satisfied with the cleanliness, accommodation and service provided by our entire team. We truly appreciate your support and high rating. We look forward to welcoming you and your family back to Mantra Alice Springs in the future. Kind regards, Toby Front Office Supervisor

Dear Derrick, Thank you for sharing your feedback. We sincerely apologise for the issues you experienced with the shower temperature and bathroom light, as well as the lack of basic dining utensils in your room. We understand how these inconveniences affected your stay. Your comments regarding the room facilities and Wi-Fi speed will be shared with our maintenance and management teams for review and follow-up. We appreciate you bringing these matters to our attention and are sorry that your experience did not meet expectations. Kind regards, Toby Front Office Supervisor