Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you for taking the time to share your detailed feedback. We are truly sorry to learn that your overall experience did not meet your expectations. We regret the inconvenience and confusion surrounding the payment arrangements prior to your arrival. We also understand your disappointment regarding the assistance and guidance you felt you received from our Front Office team. Our colleagues are expected not only to respond to requests, but also to explore suitable alternatives and provide helpful information whenever possible. We are therefore concerned to learn that your interactions left you with a different impression. Your comments regarding the lack of guidance on local tours, the overall service atmosphere, and the temperature of several breakfast items have also been shared with the relevant teams for review. In particular, food served at our breakfast should be presented at the appropriate temperature and quality, and we regret that this was not your experience. We sincerely apologize that these matters collectively resulted in such a disappointing impression of your stay. Your feedback is valuable to us and will be used to reinforce both our service delivery and internal communication. We hope that, despite this experience, we may have an opportunity in the future to regain your confidence and provide you with the warm and attentive hospitality we strive to deliver. Warm regards, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you for taking the time to share your feedback. We sincerely regret the confusion and inconvenience caused by the payment handling associated with your reservation. We would like to respectfully clarify that the additional transaction processed after your departure was not a duplicate charge. During the check-in process, the amount initially collected was lower than the total accommodation charge associated with the reservation. The subsequent transaction therefore represented the remaining outstanding balance. Nevertheless, we fully acknowledge that the way the transactions were presented and communicated was not sufficiently clear, leaving you to review and calculate the different amounts yourself to understand whether you had been overcharged. We sincerely apologize for the unnecessary concern and frustration this caused. We understand how important transparency and accuracy are when handling guest payments, and your feedback has been shared with the relevant team to reinforce our billing and communication procedures. We are particularly sorry to learn that this experience has led you not to recommend our resort. We appreciate your feedback and hope we may have an opportunity in the future to regain your confidence. Warm regards, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin chào, Thank you very much for taking the time to share your experience with us. We are delighted to know that you enjoyed the resort and had a wonderful time during your stay at Novotel Phu Quoc Resort. We also sincerely appreciate your constructive feedback regarding our team’s knowledge of ALL – Accor membership benefits. We fully understand how important it is for our members to receive clear and consistent information about their benefits throughout their stay. Your feedback has been well noted and will be shared with our Front Office and service teams for further review and training. Thank you once again for both your kind words and valuable suggestion. We truly appreciate your loyalty as an ALL member and look forward to welcoming you back for an even smoother and more enjoyable experience. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào, Greetings from Novotel Phu Quoc Resort! Thank you very much for sharing your lovely feedback with us. We are delighted to know that you had a relaxing stay and especially enjoyed our impressive breakfast selection. It is also wonderful to hear that you appreciated our convenient location, with the nearby night market and King Kong Mart within walking distance. While the weather may not have been at its best during your visit, we are pleased that you were still able to enjoy your time with us. Thank you once again for choosing Novotel Phu Quoc Resort. We look forward to welcoming you back, hopefully with plenty of sunshine, for another relaxing and memorable stay. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Mr. T., Thank you very much for your wonderful feedback. We are truly delighted to know that you had such a positive experience at Food Exchange and, especially, that our service team made such a memorable impression on you. Your special recognition of our Heartists Cuong, Mai, and Tien means a great deal to us. We will be delighted to share your kind words with them and the Food & Beverage team, as such recognition is a wonderful encouragement for our Heartists to continue delivering warm and genuine hospitality. Thank you once again for choosing Novotel Phu Quoc Resort. We look forward to welcoming you back and creating many more memorable moments together. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin chào Mr. C., Thank you for taking the time to share your feedback regarding your recent stay with us. We are sincerely grateful for your kind recognition of our team members across the Front Desk, Restaurant, and Lobby Bar. Delivering genuine hospitality and attentive service is a core part of our commitment, and it is truly rewarding to know that the professionalism, warmth, and dedication of our Heartists left a positive impression on your experience. Your appreciation serves as a great source of motivation for the entire team, and we will be delighted to share your compliments with them. Thank you once again for your valued support. We look forward to welcoming you back to Novotel Phu Quoc Resort for another exceptional stay in the future. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Mr. Stephen P., Thank you for taking the time to share your experience with us. We are delighted to hear that you had a wonderful stay and that our friendly team helped make your visit enjoyable. It is especially pleasing to know that you found our beds very comfortable, allowing you to relax and rest well during your stay. Your kind words are truly appreciated and will be shared with our team as encouragement to continue delivering memorable experiences for our guests. Thank you once again for choosing Novotel Phu Quoc Resort. We look forward to welcoming you back for another fantastic stay in the future. Kind regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Dear Mr. David P., Thank you for sharing your feedback with us. We are pleased to know that you enjoyed your arrival experience and our facilities. At the same time, we regret that some aspects of your stay did not fully meet your expectations. Your comments are valuable and have been shared with the relevant teams as we continuously strive to improve our services and guest experience. We appreciate your feedback and hope to have the opportunity to welcome you back in the future. Sincerely, Hang Nguyen (Ms) Duty Manager Novotel Phu Quoc Resort

Xin Chào Mr. Sidharth M., Thank you for taking the time to tell us about your experience at Novotel Phu Quoc Resort. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Our Heartists strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Dear Rashed M. b. a. a. J., We very much appreciate your comments regarding your stay at the Novotel Phu Quoc Resort. 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, Hang Nguyen Duty Manager Novotel Phu Quoc Resort

Dear Ms. W., Thank you very much for taking the time to share your kind feedback following your recent stay with us. We are delighted to know that you are leaving Novotel Phu Quoc Resort with such wonderful memories after your two-night stay. It is especially heartwarming to hear that you had a pleasant experience with our team and that you are already looking forward to visiting us again. We truly appreciate your special mention of Mr. Son. We will be very pleased to share your kind words with him, as recognition from our guests is one of the greatest encouragements for our team. We are glad that his warm and attentive service contributed positively to your stay and made you feel well taken care of during your visits. Thank you once again for choosing Novotel Phu Quoc Resort and for your trust and kind appreciation. We sincerely look forward to welcoming you back to Phu Quoc and creating more memorable experiences for you on your next visit. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào, Thank you very much for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to know that you had a pleasant first trip with your girlfriend and that you enjoyed your time at Novotel Phu Quoc Resort. It is especially wonderful to hear that you had a great morning swim and enjoyed our breakfast. We are also pleased that you appreciated our facilities, particularly the tennis courts. Your kind recommendation is truly appreciated and serves as a wonderful encouragement to our Heartists. Thank you once again for choosing Novotel Phu Quoc Resort. We sincerely hope to have the pleasure of welcoming you both back for a longer and equally memorable stay in the future. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Mr. Chen L., Thank you very much for taking the time to share your detailed feedback following your recent stay at Novotel Phu Quoc Resort. We are pleased to know that you appreciated the Corner Suite arrangement as an Accor Gold member and enjoyed the beautiful sea view. We truly value your loyalty and are glad that this aspect of your stay contributed positively to your experience. Regarding your comments on breakfast, we are sorry to hear that the taste did not meet your personal expectations, despite the variety of choices available. We understand that food preferences can vary from guest to guest, and we appreciate your specific comments, particularly regarding the pho. Your feedback will be shared with our Culinary team as part of our ongoing review of the breakfast experience. We also regret that you were not satisfied with the welcome macarons. Our intention is always to provide a pleasant welcome amenity, and we are sorry that the product did not meet your expectations on this occasion. We will certainly share your feedback with the relevant team for quality monitoring. With regard to our towel-reuse initiative, we would also like to clarify that our sustainability policy does not require guests to share towels. Guests are always welcome to request fresh towels whenever needed. The towel-reuse initiative is designed to reduce unnecessary linen replacement while maintaining our guests' comfort and convenience. We regret if the housekeeping service during your stay caused any confusion or inconvenience in this regard, and we will review the handling of this particular situation with our team. We appreciate your honest comments and understand that your overall experience did not fully meet your expectations. At the same time, we are pleased that you still considered your stay to be decent and that you were able to enjoy the Corner Suite and sea view. Your feedback is valuable to us as it allows our Heartists to continuously review and improve the guest experience. We sincerely hope that you may consider giving Novotel Phu Quoc Resort another opportunity in the future, allowing us to provide you with an experience that better reflects the standards we strive to deliver. Thank you once again for staying with us and for sharing your valuable feedback. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Ms. S., Greetings from Novotel Phu Quoc Resort. Thank you for taking the time to share your detailed feedback regarding your recent stay with us. We are delighted to know that you enjoyed our friendly team, satisfying breakfast, bubble pool party, beautiful sunset views, beach, and water sports activities. It is especially rewarding to learn that our resort remains on your preferred hotel list. At the same time, we sincerely apologize for the shortcomings you experienced during your stay. We regret that the pho did not meet your expectations in terms of flavor, and we appreciate your valuable comments as they help us identify areas for improvement. We are also very sorry to learn about the discomfort you and your son experienced with the bedsheet. While we are pleased that our team was able to promptly replace it, please accept our sincere apologies for the inconvenience caused. Your feedback has been shared with the relevant departments to ensure that our cleanliness and quality standards continue to meet the expectations of our guests. Thank you once again for your constructive feedback and for recognizing the efforts of our team. We truly value your support and look forward to welcoming you and your family back for an even more enjoyable stay in the future. Yours sincerely, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin chào chị Thi N. T. H., We are very grateful for your comments and we are always very pleased to receive positive feedback. I will definitely let our Heartists know about your compliments. I am sure that such reviews will serve as a good motivation for all staff. Thanks again for your feedback and we hope that your next visit will be as enjoyable as this one. Sincerely, Hang Nguyen (Ms.) Novotel Phu Quoc Resort