Dear Luke D. P., Thank you for taking the time to share your detailed feedback following your recent stay at The Clarence Hotel Sydney. We are pleased to hear that you found the room nice and that your check-in, check-out and WiFi experience were positive. However, we are sorry to hear that the room temperature and coffee pod replenishment affected your stay. Regarding the coffee pods, we sincerely apologise for the frustration caused by receiving decaffeinated pods when you had been using the regular coffee. This was certainly not intended to inconvenience you or make you feel that your preferences were being overlooked. We will follow this up with our Housekeeping team to ensure greater attention is given to the correct replenishment of coffee pods. We also understand your concerns regarding the room temperature. Our air conditioning system has a minimum cooling setting of 22°C as part of the hotel's energy management and sustainability measures. We appreciate that this setting may not be comfortable for every guest, particularly during warmer weather, and we are sorry that it affected your sleep. Thank you again for your feedback. We value you as an Accor member and appreciate you bringing these matters to our attention, as it gives us an opportunity to review our procedures and improve the guest experience. We hope to have the opportunity to welcome you back and provide a more comfortable stay. Kind regards, The Clarence Hotel Sydney Team

Dear Paul, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our convenient location, found your room clean and comfortable, and had an easy check-in experience. We truly appreciate your support and loyalty as an ALL member and look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Kirsten, Thank you for your wonderful feedback. We are delighted to hear that you had such an enjoyable stay and that you appreciated the room upgrade, cleanliness, spacious accommodation and our convenient location. It is especially pleasing to know that our team made such a positive impression, and we will be sure to share your kind comments with Ken and the team. Thank you also for your loyalty as an ALL Gold member. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Jeremy, Thank you for taking the time to share your feedback. While we are pleased that you found our location convenient and had a positive arrival experience, we are sorry that the cleanliness of your room did not meet expectations. The concerns you raised regarding the carpet, bathroom cleanliness and shower drainage are disappointing to hear and have been shared with our Housekeeping and Maintenance teams for review and follow-up. These are areas where we should have delivered a better standard. We also appreciate your feedback regarding late checkout. As an ALL Gold member, late checkout is a valued benefit and is offered subject to availability. We are sorry that we were unable to accommodate this on the day and understand the inconvenience this caused. Thank you again for your loyalty and constructive feedback. We hope to have the opportunity to welcome you back and provide a much-improved experience. Warm regards, The Clarence Hotel Sydney Team

Dear Desmond, Thank you for your wonderful feedback. We are delighted to hear that you enjoyed a warm welcome and found your room clean, quiet and comfortable, with our central location suiting your stay perfectly. Thank you also for your kind recognition of our team. It was a pleasure having you stay with us, and we truly appreciate your loyalty as an ALL Gold member. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team

Dear Gayle, Thank you for taking the time to share your feedback. We are sorry to hear that your stay did not fully meet expectations, particularly in relation to the size of your room and your breakfast experience. As a boutique hotel, some of our room categories are compact in design. We are also very disappointed to hear about the service and atmosphere you experienced at our external breakfast venue. This is certainly not the standard of hospitality we would want associated with your stay, and your comments will be shared with the provider for review. Thank you again for your constructive feedback. We hope we may have the opportunity to welcome you back and provide a more enjoyable experience in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Merin, Thank you for taking the time to share your feedback. We are very sorry to hear that the air conditioning in your room was not functioning as expected and that this resulted in an uncomfortable stay. We appreciate you highlighting this issue and have shared your comments with our team so that the matter can be reviewed and addressed. We are pleased that your booking, arrival and interactions with our team were otherwise positive, but regret that the room comfort did not meet expectations. We hope to have the opportunity to welcome you back and provide you with a much more comfortable experience. Warm regards, The Clarence Hotel Sydney Team

Dear Katia, Thank you for taking the time to share your feedback. I am very sorry that your stay did not meet expectations. I apologize that your request for a quieter room was not interpreted correctly. As we are located in the heart of the city, there can unfortunately be some external noise at times from surrounding traffic, deliveries and activity in the area. That said, we should have done a better job of understanding and actioning your specific request for a room away from street noise. I am also very concerned to hear that there were no towels in your bathroom on arrival. This is certainly not our standard and should not have occurred. I can assure you that we will investigate this thoroughly and address it very seriously with our Housekeeping team, as the room should have been fully checked and prepared before being released for your arrival. I am sorry that these issues had such a negative impact on your stay and left you feeling disappointed with both the room and the service provided. Your comments are important to us, and we will use them to reinforce our room inspection procedures and the way guest preferences are communicated and actioned. Thank you again for bringing this to our attention. Kind regards, The Clarence Hotel Sydney Team

Dear Ben, Thank you for taking the time to provide such detailed feedback. We are pleased that you found the hotel well located and clean, and particularly appreciate your kind comments regarding the friendliness and availability of our team. We are, however, sorry that your recognition as an ALL Platinum member was not clearly communicated during your arrival. As a Platinum member, you are eligible for complimentary breakfast at participating hotels; however, as outlined within the ALL programme terms and conditions, this benefit does not apply at hotels that do not currently operate a food and beverage outlet. As The Clarence does not yet have an onsite F&B offering, the complimentary breakfast benefit is unfortunately not available at this time. We do sincerely apologise that this was not clearly explained to you. We also appreciate your comments regarding the welcome drink and welcome amenity, and agree that the benefits available at our hotel should have been better communicated at check-in. Your feedback is valuable and will be reviewed with our team to ensure we provide clearer communication and stronger recognition of our valued ALL members. Thank you again for your loyalty to Accor, Ben. We hope to welcome you back to The Clarence and provide a more complete experience on your next stay. Warm regards, The Clarence Hotel Sydney Team

Dear Shane, Thank you for taking the time to share your feedback. While we are pleased to hear that you found your room comfortable and clean and that our team provided good service, we are sorry that noise from the street impacted your stay. We are also disappointed to hear that the breakfast experience at our nearby café did not meet expectations, and we will take this feedback into consideration as we continue to review our guest offerings. Thank you again for your constructive feedback. We hope to have the opportunity to provide you with a more comfortable experience in the future. Warm regards, The Clarence Hotel Sydney Team

Dear Bruce, Thank you for taking the time to share your feedback. We’re pleased to hear that you found our location convenient and your room clean and comfortable. It’s also wonderful to know that our team made a positive impression with their courteous and considerate service. We appreciate your comments and hope to have the pleasure of welcoming you back to The Clarence Hotel Sydney on a future visit. Warm regards, The Clarence Hotel Sydney Team

Dear Bronwyn, Thank you for your wonderful feedback. We are delighted to hear that you enjoyed our location, found your room and bed comfortable, and received such helpful and courteous service from our team. It is especially pleasing to hear your kind words about our team member, and we will be sure to share your compliment with him. We also appreciate your comments regarding the limited breakfast selection next door. Feedback like this is valuable and helps us identify areas where the overall guest experience can be improved. Thank you again for staying with us, and we hope to welcome you back to The Clarence Hotel Sydney on your next visit. Warm regards, The Clarence Hotel Sydney Team

Dear Susan, Thank you for taking the time to share your feedback following your stay at The Clarence Hotel Sydney. As a boutique hotel developed within a heritage building, our rooms are individually designed and can be more compact than those found in larger, purpose-built hotels. We provide room dimensions and size information across all of our booking channels so guests can choose the room type that best suits their preferences, though we appreciate that this style of accommodation may not meet everyone's preference. We are, however, very sorry to hear about the housekeeping issues you encountered, particularly that the toilet had not been properly cleaned and that face cloths were not provided. Please accept our sincere apologies, as this is not the standard we expect from our housekeeping team. Thank you again for your feedback and for bringing these matters to our attention. We hope you will give us another opportunity in the future to provide you with a more comfortable and enjoyable stay. Kind regards, The Clarence Hotel Sydney Team

Dear Corey, Thank you for taking the time to share your feedback following your recent stay at The Clarence Hotel Sydney. I am pleased to hear that you found our team helpful and welcoming, however I am very sorry that external noise significantly affected your sleep and overall experience. I appreciate how disappointing this would have been, particularly when you had specifically hoped for a quieter room. I have reviewed the information currently available to us, but I have not been able to identify a recorded request for a quiet room on the reservation. Would you be able to let me know where or how this request was communicated — for example through the ALL App, booking notes, by phone, email or directly with the hotel? This will help me investigate further and understand whether the request was received but not actioned appropriately. I am also concerned by your comment regarding the stain on the side of the chair. This is certainly not the standard we expect, and I have asked the team to review this as well. Please accept my apologies again for the impact this had on your stay. I would appreciate any further detail you can provide so I can look into the matter properly. Please feel free to respond to hb… Kind regards, Tissa Wickramasuriya General Manager The Clarence Hotel Sydney

Dear Penny, Thank you very much for your wonderful feedback and for choosing The Clarence Hotel Sydney for your first stay with us. We are delighted to hear that you found your experience faultless, your room immaculate and our team welcoming and attentive. It is especially pleasing to know that, as a long-standing ALL Platinum member, you felt well recognized and that both your welcome drink and amenity met your expectations. We also greatly appreciate your understanding of our boutique offering. While we do not currently have an on-site bar, restaurant or parking, we are fortunate to be surrounded by many excellent options within easy walking distance. Thank you as well for recognizing our sustainability initiatives and efforts to reduce single-use plastics. Your 100/100 rating across every area is sincerely appreciated and will be shared with the team. We look forward to welcoming you back to The Clarence Hotel Sydney again soon. Kind regards, Tissa Wickramasuriya The Clarence Hotel Sydney Team

Dear Donna, Thank you for taking the time to share your feedback following your recent stay at The Clarence Hotel Sydney. While I am pleased to hear that you found the hotel well located, your room comfortable and your arrival, cleanliness and departure experience positive, I am genuinely sorry to read about what occurred during your stay. While it can be difficult for us to completely control noise or the actions of other guests in the corridors, we do remind guests to be mindful of others, particularly during evening and overnight hours. I am sorry that the street and corridor noise affected your ability to rest comfortably. What concerns me most, however, is your account that your room door was opened while you were inside and that no explanation or apology was provided. This is not the standard we expect, and I would like to investigate the circumstances thoroughly. If possible, could you please let me know approximately which day and time the incident occurred? Even an approximate timeframe would be very helpful, as it will allow us to review access records and speak with the relevant team members. I look forward to hearing from you on hb… May I also ask whether you brought the incident to the attention of our team at the time? I ask only so that I can establish whether anything was recorded and ensure our investigation is as complete as possible. I completely understand how unsettling this experience would have been, particularly while travelling on your own, and I am very sorry that you were left feeling uncomfortable and concerned. Thank you again for bringing this to my attention. Please be assured that I am taking the matter seriously and will review it carefully. We hope you will give us another opportunity to restore your confidence in us. Kind regards, Tissa Wickramasuriya General Manager The Clarence Hotel Sydney

Dear Karen, Thank you very much for your wonderful review and perfect score. We are delighted to know that you enjoyed our excellent location and the modern design of the rooms. It is especially pleasing to hear that our team was consistently welcoming and responded promptly throughout your stay. Thank you as well for your loyalty as an ALL Classic member and Accor Vacation Club member. We truly appreciate your support and look forward to welcoming you back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney

Dear Ian, Thank you for taking the time to share your feedback. We are pleased to know that you enjoyed our convenient location, comfortable room and the friendly and helpful service provided by our team. I am sorry, however, to hear about the issues you experienced in the bathroom, particularly the unpleasant odour, possible toilet leak and slow shower drainage. This is certainly not the standard we aim to provide, and I have asked our maintenance team to investigate these items promptly. Thank you again for bringing this to our attention. We appreciate your feedback and hope to have the opportunity to welcome you back to The Clarence Hotel Sydney for a more seamless stay. Warm regards, The Clarence Hotel Sydney Team

Dear F., Thank you very much for sharing your feedback. We are delighted to know that you enjoyed our convenient location, found the room tidy and comfortable, and appreciated the assistance provided by our team. Your kind comments about our cheerful staff are especially appreciated and will be shared with them. Thank you also for your continued loyalty as an ALL Silver member and Accor Vacation Club member. We truly appreciate your support and look forward to welcoming you and your family back to The Clarence Hotel Sydney again soon. Warm regards, The Clarence Hotel Sydney Team