Dear Valued Guest, Thank you very much for your wonderful review. We are delighted to hear that you enjoyed our excellent facilities, beautiful beach, and convenient location. Your kind words are a great motivation for our team to continue delivering memorable experiences to all our guests. We truly appreciate your support and hope to have the pleasure of welcoming you back for another relaxing stay soon. Warm regards, Management Team Novotel Phu Quoc Resort

Xin Chào Mr. Suman K. Thank you for taking the time to share your feedback regarding your recent stay at Novotel Phu Quoc Resort. We are delighted to know that you had an overall enjoyable experience with us. At the same time, we appreciate your comments regarding the travel agency desk in the lobby area. Guest comfort and relaxation are very important to us, and your feedback has been shared with the relevant team for review as we continually look for ways to enhance the guest experience. Thank you once again for your valuable feedback and support. We look forward to welcoming you back for another pleasant stay in the future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Ms. Candia B., We very much appreciate your comments regarding your stay at Novotel Phu Quoc Resort. It is always a pleasure to receive positive feedback from our valued guests. We are delighted to know that our team was able to make your stay more enjoyable through their warm hospitality and attentive service. Your kind words will be shared with our Heartists, as recognition like this is truly motivating and encourages us to continue delivering memorable experiences to all our guests. Thank you once again for taking the time to share your feedback. We genuinely appreciate your support and look forward to welcoming you back to Novotel Phu Quoc Resort in the near future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Mr/Ms. Sabina M. A., We very much appreciate your wonderful comments regarding your stay at Novotel Phu Quoc Resort. It is always a pleasure to receive positive feedback from our valued guests. We are delighted to know that you had an enjoyable experience with us and that our resort left such a wonderful impression during your visit. Your kind words will be shared with our team, as they serve as a great source of motivation for all of our Heartists to continue delivering memorable experiences and exceptional hospitality. Thank you once again for taking the time to share your feedback. We truly appreciate your support and look forward to welcoming you back to Novotel Phu Quoc Resort for another pleasant stay in the future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Ms/Mr. Nitika j., Thank you for taking the time to share your feedback following your recent stay with us. We are delighted to know that you enjoyed our beach, swimming pool, and overall resort facilities. At the same time, we sincerely apologize that your experience during check-in and check-out did not fully meet your expectations. Your comments have been shared with the relevant team for review and improvement. We truly appreciate your valuable feedback as it helps us enhance our services and guest experience. Thank you once again for staying with us. We look forward to welcoming you back for an even more enjoyable stay in the future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin chào Valued Guest, 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 guest; therefore, your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the concerns you have raised and to prevent similar occurrences in the future. We are pleased to know that you enjoyed our resort facilities, location, beach, swimming pool, breakfast, and the hospitality of our team. At the same time, we regret the inconveniences you experienced during your stay and appreciate you bringing them to our attention. 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

Xin Chào Mr/Ms. Maheshkumar D., Thank you for sharing your feedback with us. We are delighted that you had a pleasant experience, and we truly appreciate your support. We look forward to welcoming you back again soon. We look forward to welcoming you back to Novotel Phu Quoc Resort in the near future. Kind regards, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Valued Guest We very much appreciate your comments regarding your stay at 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 Heartist 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 (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Mr/Ms. Sherlyn C., 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, Ms. Hang Nguyen Duty Manager Novotel Phu Quoc Resort

Dear Mr. D., Thank you for sharing your feedback following your recent stay at Novotel Phu Quoc Resort. Please accept our sincere apologies for the discomfort caused by the humidity in your room and for the disappointment you experienced with our service. We deeply regret that we did not provide the comfortable and welcoming stay you rightfully expected. Your concerns will be carefully reviewed with the relevant department leaders to address the room conditions and reinforce the attentive, courteous service that every guest deserves. We also sincerely appreciate your kind recognition of Son Phan. We will be pleased to share your compliments with him. We would be honoured to welcome you back to Novotel Phu Quoc Resort and have the opportunity to restore your confidence in our hospitality. Should your travels bring you to Phu Quoc again, please feel welcome to contact me directly before your visit. I would be delighted to personally coordinate your arrangements with our team and give particular attention to your comfort throughout your stay. Thank you once again for your valuable feedback. We sincerely hope to offer you a much more enjoyable and memorable experience on your next visit. Yours sincerely, Nguyen Quoc Thanh Duty Manager

Dear Terrar R. G., Warm greetings from Novotel Phu Quoc Resort! Thank you for sharing such thoughtful feedback about your recent stay. We are delighted that our resort offered you a relaxing retreat during your travels through Vietnam and that you enjoyed our facilities. It is particularly rewarding to read your kind words about the warm welcome and helpful service provided by our restaurant team. We will gladly share your appreciation with them, as recognition from our guests is a wonderful encouragement. We are also pleased that our breakfast selection, swimming pool, and treatment experience contributed to your enjoyment. Thank you as well for your feedback on our dining and bar options and our sustainability efforts. Your observations are valuable as we continue to refine the experience we offer our guests. It was a pleasure to have you with us, and we would be delighted to welcome you back to Novotel Phu Quoc Resort for another peaceful and memorable stay. Warm regards, Nguyen Quoc Thanh Duty Manager

Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you for taking the time to share such detailed feedback with us, and more importantly, for choosing to return to Novotel Phu Quoc Resort for the fourth time during your visits to Phu Quoc. Your continued trust over the years is sincerely appreciated, which makes us even more disappointed to learn that your recent arrival experience fell short of the standards you have every right to expect from us. Please accept our sincere apologies for the inconvenience and concern caused by the airport transfer arrangement. Given that your flight information had been provided in advance, our team should have been fully aware of the correct arrival terminal and ensured that the meeting point was clearly communicated and properly coordinated. We particularly regret that you and your family members, aged between 64 and 80, were left waiting after an evening arrival in an unfamiliar environment. We fully understand why this situation would have caused unnecessary concern, especially when the transfer had been arranged specifically for your comfort and safety. We are equally concerned about the issue with the door lock of Room 317. Once the problem was identified upon arrival, it should have been resolved promptly and verified before you returned from dinner. Having to encounter the same issue several hours later, particularly after a long journey, was unacceptable and certainly not the welcome we intended to provide. Your comments have been taken seriously and will be reviewed with our Front Office, Concierge and Engineering teams to understand where the breakdowns occurred and to strengthen our coordination and follow-up procedures. Your feedback regarding the identification of international flight arrivals will also be addressed as part of this review. At the same time, we truly appreciate your kind recognition of our colleagues at Reception, our restaurants and Housekeeping. It means a great deal to know that, despite the difficulties upon arrival, other aspects of your stay remained positive. As a returning guest, you know our resort and our service from previous visits, and therefore your feedback carries particular importance to us. Higher occupancy should never be a reason for our service standards to decline. On the contrary, it is our responsibility to ensure that every guest continues to receive the attentive, reliable and welcoming experience expected from Novotel. Thank you once again for your loyalty, your constructive comments, and for giving us the opportunity to improve. We sincerely hope to have the pleasure of welcoming you and your family back to Phu Quoc, with a much smoother experience from the moment you arrive. Warm regards, Hang Nguyen(Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you very much for sharing your wonderful feedback with us. We are delighted to know that your last-minute stay turned into such an enjoyable experience. It is especially rewarding to hear your kind recognition of our team and the care given to maintaining our resort and beautiful tropical grounds. Your encouraging words are greatly appreciated and will certainly be shared with our team. We look forward to welcoming you back to Novotel Phu Quoc Resort for another relaxing and memorable stay. Warm regards, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you very much for sharing your wonderful experience with us. We are delighted to know that you enjoyed our convenient location, relaxing resort atmosphere, cleanliness, and beautiful surroundings. It is also wonderful to hear that you had an enjoyable experience at our spa, appreciated the afternoon tea, and especially enjoyed the views from our two swimming pools. Knowing that you could spend an entire day simply relaxing and enjoying the resort is truly rewarding for our team. Thank you once again for your kind words. We look forward to welcoming you back to Novotel Phu Quoc Resort for another relaxing and memorable getaway. 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 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