Hi Danielle, Thank you so much for your lovely feedback. It’s wonderful to hear you enjoyed your second stay with us and that our team could make your last-minute change of plans that little bit easier. I really appreciate your comments about the spa as well. We take this feedback seriously and will make sure it is followed up with our team. We look forward to welcoming you back again soon! Kind regards, Jason, Assistant Manager

Thank you, Melanie, for your wonderful feedback. We're delighted to hear that you found your stay comfortable and convenient, and that our team made you feel welcome from the moment you arrived. It's great to know the parking arrangements and the flexibility to leave your car after check-out helped you make the most of your time in Melbourne. We truly appreciate your continued support and look forward to welcoming you back again soon. Kind regards, Jason Assistant Manager

Dear guest, thank you for taking the time to share your feedback. We’re unfortunately unsure where you saw that our property offers a bar, as we do not currently have a bar on-site. We do, however, have a breakfast restaurant available for our guests. We apologise for any confusion or misunderstanding caused by the information you came across when making your booking. We’re also very sorry to hear about the cleanliness issues you encountered in your room. This is certainly not the standard we aim to provide, and we understand how disappointing it must have been to arrive and find the room in this condition. We appreciate you bringing these concerns to our attention, as guest feedback is important in helping us improve. Thank you again for sharing your experience. Kind regards, Mantra Southbank team

Dear Guest, thank you for staying with us once again. I’m truly sorry that this visit fell short of your previous experience. We understand how disappointing it must have been to find the room in the condition you did. This is not the standard we strive for, and we appreciate your honest feedback. We hope to have the opportunity to welcome you back and win your trust again. Kind regards, Mantra Southbank Team

Dear valued guest, thank you for your lovely feedback! We’re glad we could accommodate your early check-in and that you enjoyed our friendly service from our dedicated front office team; be assured I will pass this feedback on. Feedback like this goes a long way! We hope to welcome you back again soon! Kindest regards, The Mantra Southbank Team

Dear guest, thank you for your feedback. We appreciate you bringing these matters to our attention and will work to improve the experience for our guests. We hope to welcome you back for a much better stay. Kind regards, Mantra Southbank Team

Dear Guest, thank you for your feedback. I’m very sorry that the room and bathroom sink were not properly cleaned, especially with hairs left behind. This is certainly not the standard we aim to provide and I’ll make sure this is addressed with our housekeeping team. We appreciate you bringing this to our attention. We hope to welcome you back in the future to earn your trust back. Kind regards, Mantra Southbank Team

Dear Beata, Thank you for taking the time to share your feedback. I am truly sorry to read about your experience and understand why you left feeling so disappointed. The cleanliness issues you encountered, particularly the condition of the sofa and the concerns raised in the bathroom, are completely unacceptable and do not reflect the standards we expect of our apartments. I also apologise for the disturbance caused by the early morning door knock prior to your departure and for the frustration this added to your stay. While I appreciate your recognition of Jonathan's efforts to assist during your stay, it is clear that we fell well short of delivering the experience you should have received. We appreciated the opportunity for our Front Office Manager to speak with you directly regarding your concerns; however, I understand that this did not change your overall impression of the stay. Please be assured that your concerns were taken seriously, with management conducting a review of the apartment, arranging additional cleaning measures and removing the room from inventory to allow for a thorough deep clean and inspection. Thank you again for bringing these matters to our attention. Although I understand your reluctance to return, I sincerely regret that we did not leave you with a better impression of Mantra Southbank. Kind regards, Jason Assistant Manager

Dear Matt, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. While we are pleased to hear that you found our location convenient, we are sorry to hear that your Garmin watch could not be located following your stay, and we understand your concern regarding the matter. Following your initial report of the missing item, our Duty Manager attended the apartment to inspect the room. We continued to look out for your watch in accordance with our lost property procedures, however unfortunately, we were unable to locate it. We also appreciate your feedback regarding the condition and cleanliness of our apartments, as this helps us identify areas where we can improve. Thank you again for sharing your experience, and we hope to have the opportunity to provide you with a more positive stay in the future. Kind regards, Mantra Southbank Melbourne Management

Dear guest, thank you for sharing your feedback. We’re delighted to hear that our front desk team made a positive impression with their friendly and helpful service - this is something we pride ourselves on here at Mantra Southbank Melbourne. However, we sincerely apologise for the housekeeping issues you experienced and for not meeting the standards you rightly expect from us. While we appreciate your patience as our team worked to address these concerns, we understand that the experience fell short of expectations. We hope to have the opportunity to provide you with a better experience on your next visit. Kind regards, Mantra Southbank Management

Dear guest, thank you for sharing your feedback. We’re pleased to hear you found the bed comfortable and we appreciate your comments regarding the room size and television. Your feedback is valuable to us as we continue to improve our guest experience. We hope to welcome you back again in the future. Regards, Mantra Southbank team

Dear Christopher, Thank you for taking the time to share your feedback following your recent stay at Mantra Southbank Melbourne. While I am pleased to hear that our Reception team were helpful, I sincerely apologise that the service provided to your family during breakfast did not meet your expectations. This is certainly not the level of service we strive to deliver, and we appreciate you bringing your concerns regarding our team's communication to our attention. I am also sorry to hear that your experience as an ALL Gold member fell short of expectations, particularly regarding the welcome drink vouchers. We understand the importance of ensuring our members feel recognised and valued, and we regret that this was not your experience. Your feedback is valuable to us, and we will share your comments with the relevant teams to assist us in reviewing and improving our service. Thank you again for your feedback. We hope to have the opportunity to welcome you back and provide you with a much more enjoyable experience. Kind regards, Ebba Cleary Front Office Manager Mantra Southbank Melbourne

Dear Guest, Thank you for your continued support and for sharing your feedback. We sincerely apologise for the unpleasant smell and the discomfort it caused during your stay. We’re sorry we weren’t able to resolve the issue at the time. We truly value your loyalty and hope you’ll give us another opportunity to welcome you back and provide the comfortable stay you deserve. Hope to see you again, The team at Mantra Southbank

Dear Guest, Thank you for taking the time to share such honest and detailed feedback. While I’m really pleased to hear that our team made you feel welcome and that you appreciated the effort made to honour your breakfast voucher, I’m genuinely sorry that the little things throughout your stay added up to a disappointing experience. I’m particularly sorry that the sofa bed wasn’t prepared when promised and that the linen provided had stains and residue on it. You should never have had to follow up on a request that had already been made, and the cleanliness of the bedding should not have been a concern at all. I also apologise for the missing amenities and the broken toaster, as these are details that should have been checked before your arrival. I appreciate your kind words about our team and the manager's efforts. It means a lot to know that you felt well looked after, but we also understand that friendly service needs to be matched by a room that is properly prepared and maintained. Thank you again for bringing these issues to our attention, Benjamin. We’re sorry we fell short of the experience you expected, and we’ll share your feedback with our housekeeping and maintenance teams to help us do better. We hope to have the opportunity to welcome you back and provide you with a much smoother stay next time. Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you for sharing your feedback. We are sorry to hear that your check-in experience did not meet your expectations, particularly as you were looking forward to a relaxing stay. We value your loyalty as an ALL Gold member and regret that your arrival experience was disappointing. Regarding credit card verification, our standard procedure requires guests to present a valid photo ID and provide access to the full 16-digit card number, either by presenting the physical card or displaying the details through their banking app. However, some banking providers do not display the full card number in their apps. In these circumstances, the physical card is required to complete the necessary verification. This procedure is in place to protect our guests and ensure payment details are verified correctly. We understand that this may have caused some inconvenience and apologise if the reason for this requirement was not communicated clearly at the time. We also acknowledge your concerns regarding the late check-out and room upgrade. Although our standard check-out time is 10:00 am, we were able to offer you a late check-out until 11:30 am. With the hotel at full occupancy and the marathon taking place that day, we received a high volume of late check-out requests. These requests are subject to availability, as we must also ensure apartments are prepared in time for arriving guests. Unfortunately, a room upgrade was not available due to the hotel's occupancy levels. We appreciate your understanding that these arrangements must be managed according to availability and operational requirements. We would also like to clarify that an early check-in was accommodated at approximately 10:30 am, considerably earlier than our standard check-in time which is 2 PM. This was provided to assist you and was subject to room readiness and availability. We trust this demonstrates that our team made an effort to accommodate your requests wherever possible during your stay. We are also sorry to learn that the couch in your apartment did not meet our cleanliness standards. Your feedback has been noted and will be brought to the attention of our housekeeping team for review. We appreciate you bringing these matters to our attention. While our team must follow established verification and check-out procedures, we recognise the importance of communicating these requirements clearly and providing courteous service throughout the guest experience. We regret that your stay began on a disappointing note and thank you for your feedback. Kind regards, Mantra Southbank Melbourne Management Team

Dear Guest, Thank you for your lovely feedback! We’re so pleased to hear you had a comfortable stay and enjoyed our convenient location. It’s wonderful to know that everything went smoothly and that you’d choose to stay with us again. We really appreciate your 10/10 rating and look forward to welcoming you back to Mantra Southbank Melbourne on your next visit! Kind regards, Mantra Southbank Melbourne

Dear Guest, Thank you so much for your lovely feedback! We’re delighted to hear that you and your family had such a memorable stay with us. It’s especially wonderful to hear how helpful Liam and Jason were during your visit. I’ll be sure to share your kind words with them, as I know it will mean a lot to be recognised for making your stay that little bit more special. I’m sorry, however, that our breakfast selection didn’t meet your expectations. Thank you for your honest suggestions regarding the variety of options and the cleanliness of the plates. We understand how important a good breakfast is to the overall experience, and we’ll share your feedback with our team for review. Thank you again for your fantastic 10/10 rating and for taking the time to recognise our team. We look forward to welcoming you and your family back to Mantra Southbank Melbourne! Kind regards, Mantra Southbank Melbourne