Dear K., Thank you for taking the time to share your detailed feedback with us. We’re pleased to hear that, aside from a few concerns, you had an overall great experience. We sincerely apologize for the disappointment regarding the absence of a lifeguard at our rooftop pool and staff presence at the gym. Your comments are valuable, and we will certainly share them with the relevant team for further review and consideration. We also understand that having convenience stores or markets within close walking distance would be more convenient. While we cannot control the surrounding area, our team is always happy to assist with recommendations for nearby shops and local amenities. Thank you again for your constructive feedback. We hope to have the opportunity to welcome you back and provide an even more enjoyable stay. Warm regards, Le Minh Thu Guest Experience Manager

Dear Mr. J., Thank you very much for your kind feedback. We are delighted to hear that you found our service to be great. Your words mean a great deal to us, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back again soon. Best regards, Le Minh Thu Guest Experience Manager

Dear Mr. L., Thank you very much for your kind feedback. We are delighted to hear that you found the service provided by our reception and executive lounge staff to be excellent. Your words mean a great deal to us, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back again soon. Best regards, Le Minh Thu Guest Experience Manager

Dear Mr. Lee, Thank you for sharing your feedback on your stay. We are sorry to learn that your breakfast experience in the lounge was unpleasant due to the receptionist's demeanor and the longer-than-expected wait time.​ We have noted your positive choice to enjoy the buffet on the second floor at Loc-ally Restaurant the following day and will use this insight to improve service consistency across all dining areas.​ Your comments are invaluable for enhancing our standards, and we hope to have the opportunity to welcome you back for a fully enjoyable experience. Warm regards, Le Minh Thu Guest Experience Manager Grand Mercure Hanoi

Dear Ms. Hyein L., Thank you very much for your kind feedback regarding our location and staff. We are delighted to hear that you enjoyed the quiet surroundings and found our team friendly. Your positive comments motivate us to continue providing excellent service to all our guests. We look forward to welcoming you back to Grand Mercure Hanoi in the near future. Best regards, Nguyễn Thế Quang Front Office Manager Grand Mercure Hanoi

Dear Ms. N., Thank you for your kind feedback and for choosing Grand Mercure Hanoi again. We’re pleased to hear you enjoyed our location, nice rooms, and perfect service. We look forward to welcoming you back for a third stay soon! Warm regards, Le Minh Thu Guest Experience Manager Grand Mercure Hanoi

Dear Mr. P., Thank you very much for choosing to stay with us and for sharing your thoughtful feedback. We are delighted to hear that you had an excellent stay and appreciated the newness of our hotel. Regarding your comment about the level of friendliness, we sincerely apologize if our service did not fully meet your expectations in this aspect. We truly value the warmth and genuine care that make a hotel feel authentic, and your observation helps us recognize areas where we can improve. Please rest assured that we are committed to enhancing our staff’s guest engagement and friendliness through ongoing training and by encouraging our team to connect more personally with every guest. We hope to have the opportunity to welcome you back soon and provide you with an even more welcoming and memorable experience. Warm regards, Nguyen The Quang Front Office Manager

Dear Mr. S. Woosung, Thank you for your kind words and great review of the Grand Mercure Hanoi. We are so pleased to hear that you had such a positive experience with our hotel facilities and service. At Grand Mercure Hanoi, it is our mission to provide a superior level of service and ensure guests feel as if they are at home. We appreciate you noticing our efforts and hope that you will return soon. Best regards, Hannah Phan Guest Experience Manager

Dear Mr. Seung Hee H., Thank you very much for sharing your experience at Grand Mercure Hanoi. We’re glad to hear that our manager was able to assist you and provide a flexible solution for your early arrival. Your comfort is our priority, and we’re pleased you chose to stay with us. We hope you had a restful visit and look forward to welcoming you back in the future! Sincerely, Hannah Phan Guest Experience Manager

Dear Ms. Soojoo J., Thank you for your kind words and great review of the Grand Mercure Hanoi. We are so pleased to hear that you had such a positive experience with our hotel facilities and service. At Grand Mercure Hanoi, it is our mission to provide a superior level of service and ensure guests feel as if they are at home. We appreciate your feedback about the reception during your arrival time, the staff at the bar and pool to help us improve the quality of service. Please contact me directly for more details and we truly hope to welcome you back in the future, so we can provide you with the exceptional experience you deserve. Best regards, Hannah Phan Guest Experience Manager