Dear Valued Guest, Thank you very much for choosing Mercure Hai Phong for your business trip and for sharing your wonderful feedback. The hotel is absolutely delighted to receive your perfect scores, especially for our teams and our commitment to sustainability. We are incredibly proud that our 1st floor staff member could provide timely and flexible assistance during the severe storm on August 21st to ensure you reached your business meeting safely. Your sincere appreciation has been proudly shared with him and the entire team as a great motivation. It was a true pleasure hosting you, and the hotel looks forward to welcoming you back for another comfortable, green, and seamless stay in the near future. Warm regards, Jason VU Front Office Manager

Dear Valued Guest, Thank you for your family stay at Mercure Hai Phong and for sharing your wonderful 100/100 review on the Accor ALL App. We are thrilled that you enjoyed our cozy rooms, executive lounge, breakfast, and that our welcome amenities exceeded your expectations. Your praise for our front desk team's hospitality has been proudly shared with everyone. We have also noted your feedback regarding the pool to help us improve. As a Platinum member, your loyalty means the world to us, and we are glad you appreciated the room upgrade and our plastic free sustainability initiatives. We look forward to welcoming you and your family back soon! Warmest regards, Jason VU Front Office Manager.

Dear Valued Guest, On behalf of the Management and the entire team at Mercure Hai Phong, I would like to express our sincere gratitude for choosing our hotel for your recent business trip and for taking the time to share your wonderful review. We are absolutely delighted to receive your exceptional ratings across all aspects of your stay from the dedicated service of our team and the pristine cleanliness of our facilities to the seamless wifi connection. Furthermore, we are truly grateful for your high appreciation of our ongoing commitment and efforts toward sustainability. As a loyal ALL Gold Member, your complete satisfaction and valuable encouragement mean the world to us. It serves as a great motivation for our front office and the entire hotel team to continually uphold our premium service standards. We look forward to welcoming you back to Mercure Hai Phong as your preferred home away from home on your next business trips to the coastal city. Wishing you good health, happiness, and continued success in your endeavors! Warm regards, Jason VU Front Office Manager

Dear Valued Guest, Thank you for sharing your feedback. We deeply regret that your recent stay for this important official visit did not meet your expectations, and we apologize for the frustration caused during check-in and your dining experience. Mercure Hai Phong holds our service standards to the highest level, especially when hosting distinguished delegates representing embassies and local governments. What you experienced does not reflect our usual standard of hospitality. We take your concerns regarding our internal coordination, communication, and billing policies very seriously. To provide you with a clear explanation and ensure this is addressed appropriately, our Management Team would like to contact you directly. Could you please share your preferred contact details or email us at H9…? We look forward to hearing from you and restoring your confidence in our hotel. Sincerely, Jason VU Front Office Manager

Dear Valued Guest, Thank you for choosing to stay with us recently. We are truly grateful for your continued loyalty as an ALL Gold and Accor Plus Explorer member. We always strive to provide a seamless experience, and we appreciate you sharing your valuable feedback regarding your recent stay. Your insights regarding our gym facilities, the quality and variety of our breakfast fruits, and your experience with our bar services have been shared directly with our department heads. We are already taking steps to update our fitness equipment and upgrade our morning culinary selection to meet the high standards you expect from us. We look forward to welcoming you back on your next trip and providing you with a much improved experience. Warm regards, Jason VU Front Office Manager

Dear valued guest, Thank you for taking the time to share your detailed feedback following your recent stay at Mercure Hai Phong. We appreciate your overall experience rating and are especially grateful for your willingness to share your review with fellow travelers on Google. We are absolutely thrilled to see that our reception team, along with your check-in and check-out experiences, earned perfect scores of 100/100. It is wonderful to know that our staff's friendliness and professionalism stood out as major highlights during your single trip. Furthermore, we are delighted that our high speed wifi connectivity and our strong commitment to sustainability also achieved maximum scores, and that you enjoyed the comfort of your room and our breakfast selection. However, we take your constructive feedback very seriously. We have noted the lower score of 70/100 regarding cleanliness, alongside your comments regarding the general service standards and the need for pool maintenance and updates. Please rest assured that these specific areas, especially housekeeping and facility maintenance have been highlighted to our respective department heads for immediate review and action to ensure we consistently deliver a true 5 star experience. Thank you again for helping us enhance our guest experience. We hope to welcome you back in the future to show you our progress and provide you with an even better stay. Warm regards, Jason VU Front Office Manager

Dear Valued Guest, Thank you so much for taking the time to share your wonderful feedback following your six months stay with us at Mercure Hai Phong. We are absolutely thrilled to receive your perfect scores and to know that your long term business trip was such a comfortable and pleasant experience. It is fantastic to hear that our rooms were kept consistently clean and that any minor issues were resolved quickly and smoothly by our team. Our staff strives to provide attentive, friendly, and professional service, so your kind words about everyone you came into contact with will bring great joy to the entire team. We are also glad that you thoroughly enjoyed the breakfast selection and the variety offered at dinner. We truly appreciate your high recommendation and look forward to welcoming you back to your home away from home in Hai Phong whenever your travels bring you back to Vietnam. Warm regards, Jason VU Front Office Manager

Dear Valued Guest, Thank you so much for choosing Mercure Hai Phong as your annual go to hotel! We are absolutely thrilled to receive your perfect scores across every single aspect of your stay. It is incredibly rewarding to know that we delivered a flawless experience from start to finish, beginning with your booking on our website, followed by a smooth check-in, and continuing with our comfortable accommodations, breakfast selection, seamless wifi, and efficient check-out. We are also deeply grateful for your 100/100 rating regarding our team's service and our ongoing commitment to sustainability. As a valued ALL Accor Live Limitless Classic member from Singapore, your recommendation of our hotel and loyalty program to your friends, family, and colleagues means the world to us. We also appreciate your permission to share your review on Google to help fellow travelers. Your wonderful feedback motivates us to continue delivering top-tier hospitality. Thank you again for your loyalty and support. We look forward to welcoming you and your partner back for another exceptional stay on your next annual visit! Warm regards, Jason VU Front Office Manager

Dear Valued Guest, Thank you for choosing Mercure Hai Phong for your recent business trip and for taking the time to share your valuable feedback. We are absolutely thrilled to receive your perfect scores regarding our team, cleanliness, and check-in experience, though we sincerely apologize for the inconveniences encountered during your stay. Please rest assured that our IT and maintenance teams are already working to optimize the wifi speed and ease of access, as well as addressing the broken room facility. Regarding the TV features and your preference for YouTube, we have shared this directly with our management team as a valuable suggestion for our upcoming guest room technology upgrades. Furthermore, your feedback regarding the breakfast selection has been passed to our Executive Chef to enrich our daily buffet with more traditional Vietnamese dishes. We truly appreciate your patronage and look forward to welcoming you back for a flawless experience in the future. Warm regards, Jason V. Front Office Manager

Dear valued guest, Thank you so much for your perfect 100/100 rating and for sharing your wonderful experience on Google! We are absolutely thrilled to hear that you enjoyed our delicious food, neat and tidy rooms, and that our friendly team made your business stay so pleasant. Your kind recommendation means the world to our staff at Mercure Hai Phong. We look forward to welcoming you back from Norway for another exceptional stay in the near future! Warm regards, Jason VU Front Office Manager

Dear valued guest, Thank you so much for your wonderful 100-point review! Hearing that our team made you feel at home from the very first moment truly warms our hearts. I am absolutely thrilled that you enjoyed the amazing room views, our convenient central location, and the daily variety at our restaurant. It is also fantastic to know that the guest discount and Grab taxi convenience added value to your stay! Your kind words are a huge motivation for all of us at Mercure Hai Phong. We are already looking forward to welcoming you back for another exceptional experience soon. Take care and safe travels! Warmest regards, Jason VU Front Office Manager Mercure Hai Phong

Dear Valued Guest, Thank you for being a loyal guest at Mercure for the past 4 to 5 years. Your continued support and dedication mean a great deal to our team. We are deeply saddened to read that your recent experiences made you feel undervalued. At Mercure Hai Phong, our loyal customers are our highest priority, and we always strive to make you feel appreciated. Please accept our sincere apologies that we fell short of your expectations during your recent visits. Your feedback regarding the recent changes is vital to us. Our management team is actively reviewing these updates to ensure that our loyal guests always receive the high standard of recognition and care they deserve. I would welcome the opportunity to connect with you directly to learn more about your experience and how we can make things right. Please feel free to reach out to me at lo… or +8…. We truly hope to have the privilege of welcoming you back in the future to restore your confidence in Mercure Hai Phong. Warm regards, Jason VU Front Office Manager

Dear Valued guest, Thank you for being a valued ALL Classic member and sharing your feedback! We sincerely apologize that your recent business trip did not meet expectations, especially regarding the check-in experience, luggage assistance, room facilities, and WiFi speed. We take your comments very seriously and have immediately taken action with our engineering, IT, and front desk teams to resolve the issues with water pressure, hot water, internet connection, and service quality. We are truly sorry for these inconveniences and hope to welcome you back for a much better experience in the future. Warm regards, Jason Vu Front Office Manager

Dear Valued Guest, Thank you once again for taking the time to share your feedback and for speaking with us following your stay. We truly appreciate your constructive comments, which have been shared with the relevant teams for review. We will discuss the points raised internally and review our procedures to identify any improvements or updates that may be appropriate. In particular, we will remind our culinary team to ensure food replenishment is managed more proactively during busy breakfast periods and when serving larger groups. Thank you also for your kind words regarding our team members. Your feedback, both positive and constructive, is invaluable in helping us improve. We appreciate your openness in sharing your experience and hope to have the opportunity to welcome you back to Mercure Hai Phong in the future. Kind regards, Linh Chi (Candy) Quality Assurance Manager Mercure Hai Phong

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. We are delighted to hear that you enjoyed your stay, especially the city view from your room on the 21st floor. Your kind recognition of Mia for her efficient and friendly check-in, as well as Tracy for assisting with a late check-out following your schedule change, is truly appreciated. We will be pleased to share your compliments with them. We are also glad that you enjoyed the variety and quality of food at Flames Restaurant. At the same time, we sincerely appreciate your suggestion regarding private events. We understand that the atmosphere may have been noisier than expected, and we will take your feedback into consideration to improve how we communicate such events to our guests in the future. Thank you as well for highlighting the ordering experience. Your comments regarding order-taking procedures have been shared with our restaurant team, and we will review ways to make the process smoother and more efficient while minimizing interruptions to our guests. We greatly value your feedback and hope to have the pleasure of welcoming you back to Mercure Hai Phong for an even better experience in the future. Kind regards, L. Chi (Candy) Quality Assurance Manager Mercure Hai Phong

Dear Valued Guest, Thank you for taking the time to share your feedback and for your loyalty as an ALL Gold member. We are sorry to learn that certain aspects of your stay did not meet your expectations. Your comments regarding the air conditioning, water pressure, and waiting time during check-out have been noted and shared with the relevant teams for review and improvement. Regarding bottled water, two complimentary bottles are provided daily as part of the room amenities. Additional bottles are available upon request and are chargeable according to hotel policy. We regret if this was different from your previous experiences at other properties. We would also like to clarify that while we were pleased to offer you a complimentary upgrade to a Privilege Room, lounge access is not included with a complimentary room upgrade. Access to the Privilege Lounge is reserved for guests who book eligible room categories or hold qualifying membership benefits. We apologize if this was not clearly explained during your stay. Regarding the welcome drink benefit, the iced tea offered at reception is a complimentary refreshment that we serve to all arriving guests. Your ALL welcome drink voucher is a separate member benefit and can be redeemed at our restaurant or bar through the ALL application. We are sorry that these were confused, resulting in the voucher remaining unused. We will remind our team to provide clearer guidance on member benefits in the future. Thank you again for your valuable feedback. We sincerely appreciate your comments, as they help us improve both our communication and our service delivery. Kind regards, Linh Chi (Candy) Quality Assurance Manager Mercure Hai Phong

Dear Valued Guest, Thank you for your wonderful feedback. We are delighted to know that you enjoyed our convenient location, well-equipped rooms, and the service provided by our team. It is especially rewarding to hear that you felt warmly welcomed upon arrival after a tiring day and that our team was able to provide a smooth introduction to the hotel's facilities. We are also pleased that you enjoyed the food and experience at the Privilege Lounge. Your kind words are greatly appreciated and will be shared with our team as encouragement to continue delivering memorable experiences. We look forward to welcoming you back to Mercure Hai Phong in the near future. Kind regards, Linh Chi (Candy) Quality Assurance Manager Mercure Hai Phong

Dear Valued Guest, Thank you very much for spending time staying with us and rating Mercure Hai Phong. We are glad to know that you have enjoyed your stay and you were satisfied by our level of care and attention. Providing outstanding services in a comfortable place is the ultimate goal of all hotel collaborators. We shall inform our team on your positive review. Looking forward to welcoming you back very soon. Good day and safe travels ahead ! Linh Chi (Candy) Quality Assurance Manager Mercure Hai Phong

Dear Valued Guest, Thank you for sharing your feedback with us. We sincerely apologize for the housekeeping issue you experienced. Finding residual hair in the room is certainly not acceptable, and we truly regret the inconvenience this has caused. Please be assured that we will address this with our housekeeping team and reinforce our inspection procedures to prevent such oversights. We also appreciate your suggestion regarding more variety in the breakfast selection. Your feedback has been shared with our culinary team as we continuously look for ways to enhance our offerings. Thank you once again for your valuable comments, and we hope to have the opportunity to welcome you back for a more pleasant experience. Kind regards, Linh Chi (Candy) Quality Assurance Manager Mercure Hai Phong