Dear Mr. D. Viet Dung, We very appreciate that you spent you time to share about your recent stay at Hotel de l'Opera Hanoi, MGallery. However, we feel sorry that the parking service and lighting in room did not meet your expectation. Given the fact of a city hotel, our parking space was quite limited, we really hope for your understanding for this. We understand that the room lighting with theme "A night at the Opera" might not satisfy some of our guest preference, we will try to assign a room with more lights for your next stay with us. We also thank you for your comment about the breakfast fruit, our Chef will take this in consideration for further improvement. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. G., First of all, I would like to apologize for my late reply to you as it took us a little of time to investigate the case and get approval from management board regarding your accrual points. We thank you that you chose Hotel De l'Opera Hanoi for your stay, but feel deeply sorry that it was not up to your expectations. We have sent our engineering team to inspect the rooms and rectify the issues after received your feedback. We would like to also extend our apologies for having missed your birthday. Normally, we are very happy to send a nice little birthday cake as the hotel's best wishes to the birthday guest upon his/her arrival. Unfortunately in your case, our front desk missed to share the information so we could not set-up this celebration gift on your second stay. Also, unreserved apologies for the unprofessional service of our housekeeper, who entered your room by mistake. At that time, he was informed by the front desk to inspect a departed room next door for minibar, but mistakenly entered your room without practicing standard steps such as knocking on the door 3 times. We have conducted retraining for this staff right away and strongly addressed this point to the whole housekeeping team to avoid future occurrence. Please rest assured that at MGallery, the safety and security of the guests is our first priority. With regards to your accrual points question, please allow me to explain as following: It is stated in the latest terms and conditions of ALL Memberships (https://all.accor.com/loyalty-program/legal/terms-and-conditions-en.pdf): Member's account can be credited with Status and Reward points when it is eligible stay (Stay booked via Accor distribution channels (Websites, Accor booking office, hotels) and traditional travel agencies connected automatically to the Accor booking office. Stays booked through a reseller, tour operator or third-party online travel agency (such as Expedia.com, booking.com, etc.) are not considered Eligible Stays and do not earn Points or Eligible Nights towards a Status level). Unfortunately, your stays booked through Agencia were not considered as eligible. However, we raised an exceptional requested for approval from management board and was approved to credit points for your second stay. The points will be added to your member account soon. Mr. G., we will be very happy to assist if the next time you contact us via H7… to proceed a booking. Again, we very appreciate that you spent your time to share with us about your stay and hope that you will give us a chance to serve you better in the near future. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. L. Hai T., We very much appreciate that you spend time to share with us about your recent stay at the Hotel de l'Opera Hanoi - MGallery. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. P. Xuan Dung, We are overjoyed to have the opportunity to accommodate your stay again at Hotel de l'Opera Hanoi, MGallery. It is your high praise for our services and our dedicated staff that keeps us working diligently to put customer satisfaction as top priority. And it is customers like you that makes our job wonderful. We look forward to serving you again. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Ms. T. Ngoc Chi, Thank you so much for your kind review about your recent stay at Hotel de l'Opera Hanoi, MGallery. It is always a pleasure to receive positive feedback. And the fact that you found our service fantastic has made our day. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. A., We really appreciate that you spend time to share with us about your recent stay at the Hotel de l'Opera Hanoi, MGallery. We are happy that you had a good experience and favor our location. Our team was overjoyed to learn that you enjoyed their service. We normally get very positive feedback about the team’s general friendliness and helpfulness. Unfortunately the furniture and decoration were not up to your expectations. We are also very sorry that you did not get a chance to try our breakfast buffet but totally understand and respect your practice of fasting during Ramadan. Mr. A., we thank you again for sharing your experience, and we hope to have the opportunity to accommodate you in your next visit to Hanoi. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. M., Thank you so much for taking time to share with us about your recent stay at the Hotel de l'Opera Hanoi - MGallery. We are delighted to learn that you enjoyed your time in Hanoi. It is always a pleasure to receive positive feedback. Unfortunately, our swimming pool was not up to your expectation. We understand that the pool might be a bit small due to the size of our boutique hotel, but our Pool Terrace offers a quiet retreat for our guests after a busy day in the office, or a long day exploring The Old Quarter. Mr. M., thank you again for sharing your experience, and we hope to have the opportunity to welcome you back with Hotel De l'Opera Hanoi. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. W., We really appreciate that you took the time to share with us the experiences regarding your recent stay at Hotel de l'Opera Hanoi - MGallery. We are overjoyed to learn that you enjoyed the service our staff delivered. Customer service is everything to us, and it’s made our day to receive your positive feedback. Unfortunately there were still minus flaws that could not make it a pleasant stay for you. We did notice that the event on that day was louder than we expected due to some last-minutes changes that we could not control. We understand that we shouldn't have that happened to affect the privacy and convenience of our guests. That's why we have addressed the problem to our event organizer to find solutions for future events. Please do accept our sincerest apology. Mr. W., thank you again for sharing your experience, and we hope to have chances to have you back with us soon. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. N., Thank you for taking time to tell us about you recent stay at Hotel De l'Opera Hanoi, MGallery. We are glad that you enjoyed your stay and hope to welcome you back to Hanoi very soon. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear Mr. M. V., We very much appreciate your comments regarding your stay at the Hotel de l'Opera Hanoi - MGallery. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Also, our executive chef received your kind recommendation about the buffet lunch, he took it as a constructive feedback for further consideration and improvement. Thank you again for sharing your experience, and we hope your next visit will be more pleasant as the previous one. Sincerely, Lưu Nha Trang (Ms.) Quality Improvement Manager

Dear nguyenkhoa13 We very much appreciate your comments regarding your stay at MGallery Hotel de l’Opera Hanoi. It is always a pleasure to receive positive feedback. I will share your comments with Nga, Cuong, Mien and the team, and I am sure that your feedback will serve as an encouragement to all of our staff as we are striving to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Que Anh HOANG Marketing and Communication Manager

Dear BMBM12 We very much appreciate your comments regarding your stay at MGallery Hotel de l’Opera Hanoi. It is always a pleasure to receive positive feedback. I will share your comments with our team, and I am sure that your feedback will serve as an encouragement to all of our staff as we are striving to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Que Anh HOANG Marketing and Communication Manager

Dear TrailBlazer527023, Thank you for your feedback about the stay at Hotel de l'Opera Hanoi. Whilst we appreciate your nice comment about our room, bathroom and WiFi, we feel very sorry to have thoroughly failed to meet with your expectations for the rest. The hotel building was actually designed by a world-renowned architect since 2011 and we are currently working on a refurbishment plan for the Hotel and hope that we can implement as quickly as possible. In the meantime our engineering team still follows up with the annual maintenance. We also apologize that our front desk attendant did not inform you about the business center, which currently is out of order and front desk should have been at your service for any office assistance. Again, we appreciate you sharing your concerns, and it is our hope to have a chance to welcome you back in the future. Sincerely, Luu Nha Trang Quality Improvement Manager

Dear Ngoc N, Thank you for writing to us here at Hotel De l'Opera Hanoi, MGallery. Even though we were happy to hear that you appreciated the complimentary upgrade and that our Front Office team took care of your arrival and departure in a genuine manner, still we were very sorry to learn that you did not receive any communication from customer relationship. In fact, our managers on duty very much enjoy engaging guests every day, unfortunately they have missed the opportunity to communicate with you during your stay with us. I have also shared your feedback with the restaurant team and will address this point in particular during forthcoming trainings to make sure that our loyal customers to be well taken care of. Ngoc N, your constructive feedback is really appreciated, and we hope that the above shortcomings would not stop you from coming back with MGallery Hanoi. Please allow us to have another opportunity to sever you better when the occasion permits. Sincerely, Luu Nha Trang Quality Improvement Manager

Dear Adnrelax, Thank you for letting us know about your experience at Hotel De l'Opera Hanoi. We really appreciate your understanding for the hotel industry during this challenging time, yet we feel sorry that we did not meet your expectations and did not live up to our own high standards. Your feedback has been passed along to our F&B team to find an improvement for our service. At MGallery Hanoi, we strive to maintain high quality standards for our customers, hence, your feedback is very important to us. Thank you again for sharing your experience, and we hope you will give us the chance to welcome you back at the MGallery Hanoi. Sincerely, Luu Nha Trang Quality Improvement Manaager