Xin Chào Ms. Junghwa L., Thank you for your feedback following your stay at Novotel Phu Quoc Resort. It is with great pleasure that we receive your compliments. We are happy to pass on your positive appreciation to our entire team. Your satisfaction is the best reward for our Heartists who work every day to provide you with impeccable service. Thank you for your recommendation, and we hope to have the pleasure of welcoming you again soon. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin chào Mr/Ms. Kang S. K., Thank you for taking the time to share your feedback with us. We are delighted to know that you had a pleasant stay at our resort. Your feedback is greatly appreciated and serves as encouragement for our team to continue delivering memorable experiences to our guests. Thank you once again for choosing Novotel Phu Quoc Resort. We look forward to welcoming you back in the near future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Dear Ms. C., Thank you for taking the time to share your thoughtful feedback and for choosing Novotel Phu Quoc Resort for your family holiday. We also appreciate your loyalty as a member of ALL – Accor Live Limitless. We are delighted that you enjoyed our convenient location, the nearby shops and restaurants, as well as our beach and two swimming pools. Thank you also for acknowledging the friendly service provided by our breakfast team. However, please accept our sincere apologies for the discomfort caused by the temperature in our lobby and for the lack of warmth you experienced when approaching our Reception team. A welcoming manner and attentive assistance should be present in every interaction, and we regret that this was not consistently reflected during your stay. We will address your comments with our Front Office leaders to reinforce these service expectations and review how we can improve comfort in the reception area. We are also sorry that the size and cooling performance of the in-room refrigerator did not meet your needs, and that you noticed staining on the bathroom blind. These concerns will be reviewed with our Engineering and Housekeeping teams, with particular attention to appliance performance and the condition of bathroom fittings. Your suggestion to provide a printed notice about the foam party at check-in is much appreciated. We will review this with our Front Office and Recreation teams to help guests receive timely information and make the most of our activities. We would be delighted to welcome you and your family back for a more comfortable and enjoyable stay. Should you plan another visit to Phu Quoc, please feel welcome to contact us directly so that we may give your arrangements our personal attention. Yours sincerely, Nguyen Quoc Thanh Duty Manager Novotel Phu Quoc Resort

Dear Ms. n., Thank you for sharing your feedback following your family’s stay at Novotel Phu Quoc Resort. We sincerely appreciate your continued loyalty as a Gold member of ALL – Accor Live Limitless. While we are pleased that you appreciated our Reception team, we are sorry that the same warmth and attentiveness were not consistently reflected in your interactions with other colleagues. Please accept our sincere apologies for the disappointment this caused. You and your family should feel welcomed and thoughtfully cared for throughout your stay, wherever you are within the resort. We will review your comments with our department leaders and reinforce the importance of friendly, proactive service across all teams. We also acknowledge your feedback regarding the ease of accessing our Wi-Fi and will ask our IT team to review the connection process and identify opportunities to make it more convenient. Thank you for your positive recognition of our cleanliness and departure experience. We are also pleased that your welcome drink exceeded expectations and that the welcome amenity and room upgrade met your expectations. Nevertheless, we recognise that these positive aspects did not make your overall stay as rewarding as you had hoped. We would be honoured to welcome you and your family back and have the opportunity to restore your confidence in our hospitality. Should you plan another visit to Phu Quoc, please feel welcome to contact me directly. I would be delighted to personally coordinate your arrangements with our team and give particular attention to your preferences. Yours sincerely, Nguyen Quoc Thanh Duty Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort. Thank you for sharing your feedback with us. We are sorry to learn that your stay did not meet your expectations, particularly regarding the cleanliness and drainage concerns in the room. Please accept our sincere apologies for the inconvenience caused. However, we would also like to respectfully clarify that the room was not knowingly assigned with the issues mentioned. Had these concerns been identified prior to your arrival, the room would not have been released for guest occupancy. Once the matter was brought to our attention, our team followed up accordingly to provide assistance. Regarding the room upgrade, upgrades are subject to room availability and applicable booking or membership benefits, and therefore cannot always be guaranteed. We sincerely value your feedback and have shared your comments with the relevant teams for further review. We hope to have another opportunity to welcome you back and provide you with a more seamless and comfortable experience. 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 your kind feedback. We are delighted to know that you appreciated the cleanliness of our resort and the friendliness of our team. Your encouraging words are truly appreciated and will be shared with our colleagues as a wonderful motivation. We look forward to welcoming you back to Novotel Phu Quoc Resort for another enjoyable 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 your wonderful feedback. We are delighted to know that you enjoyed our convenient location, the cleanliness of our facilities, and most importantly, the warm and friendly service provided by our team. Your kind words are a wonderful encouragement to all of us, and we truly appreciate you taking the time to share your experience. 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 Mr. y., Warm greetings from Novotel Phu Quoc Resort, on the beautiful island of Phu Quoc. Thank you for taking the time to share your feedback following your recent stay with us. We sincerely regret to learn that certain aspects of your experience did not fully meet your expectations, particularly regarding communication with our team and the level of warmth you experienced during your interactions. Genuine hospitality and attentive service are at the heart of what we strive to deliver, and your comments have been shared with our Front Office team as an important reminder to remain approachable, welcoming, and proactive in every guest interaction. We are also sorry for the inconvenience caused by the malfunctioning shower, especially as the issue occurred late in the evening when you should have been able to relax comfortably. Our Engineering team has been informed to ensure the matter is properly followed up. Please be assured that your feedback is valuable to us and will be used constructively as we continue to strengthen both our service delivery and room maintenance standards. Thank you once again for bringing these matters to our attention. We sincerely hope to have another opportunity to welcome you back to Novotel Phu Quoc Resort and provide you with a smoother and more enjoyable experience. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort, on the beautiful island of Phu Quoc! Thank you for taking the time to share your experience with us. We sincerely apologize for the extended waiting time during your check-in and for the unpleasant odor you experienced with the bedding. We understand how these details can affect the comfort and overall impression of your stay. Your comments have been shared with our Front Office and Housekeeping teams for careful review and improvement. On a positive note, we are pleased to know that you enjoyed our private beach and swimming pools, and we hope these moments added some enjoyment to your time with us. Thank you once again for your valuable feedback. We truly hope to have the opportunity to welcome you back to Novotel Phu Quoc Resort and provide you with a smoother, more comfortable, and memorable experience on your next visit. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào, Warm greetings from Novotel Phu Quoc Resort, on the beautiful island of Phu Quoc! Thank you very much for sharing your wonderful feedback with us. We are truly delighted to know that Novotel Phu Quoc Resort has become one of your favorite hotels. It is especially rewarding to hear that you appreciated the friendliness of our team, enjoyed our dining offerings, and found both the quality and value to your satisfaction. We are also pleased that our convenient location, with the nearby Sonasea area and its variety of shops and amenities, made your stay even more enjoyable. Your continued appreciation means a great deal to our entire team and is one of the most meaningful compliments we could receive. Thank you once again for your trust and support. We sincerely look forward to welcoming you back to Novotel Phu Quoc Resort for another wonderful stay in the near future. 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 positive feedback following your stay at Novotel Phu Quoc Resort. We are delighted to know that you were satisfied with the cleanliness of our resort and, most importantly, the warm and friendly service provided by our team. Your kind recognition is truly appreciated and serves as a wonderful encouragement to all of us. Thank you once again for choosing Novotel Phu Quoc Resort. We sincerely look forward to welcoming you back for another pleasant and memorable stay in Phu Quoc. Warm regards, Jimmy Nguyen (Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin chào Mr. P., Thank you for your positive feedback. We are delighted to learn that you were satisfied with the overall view, surroundings, and accessibility of our services. Your kind comments are truly appreciated and serve as a great encouragement to our team as we strive to deliver exceptional experiences to every guest. Thank you for taking the time to share your experience. We sincerely look forward to the pleasure of welcoming you back to Novotel Phu Quoc Resort for another memorable stay in the near future. 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 experience with us. We are delighted to know that you appreciated our convenient location and found your overall stay comfortable. At the same time, we sincerely apologize for the disturbance caused by noise from a group of guests during the night, which unfortunately affected your rest. We are particularly concerned to learn that you felt the situation was not appropriately addressed by our team at the time. Providing a peaceful and comfortable environment for all our guests is very important to us, and your feedback has been shared with the relevant teams to further strengthen our overnight monitoring and response procedures. Thank you again for both your positive comments and constructive feedback. We truly hope to have the opportunity to welcome you back and provide you with a more restful and enjoyable experience on your next visit. Warm regards, Jimmy Nguyen (Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Ms. P., Thank you very much for taking the time to share such a detailed and thoughtful review of your stay at Novotel Phu Quoc Resort. We are delighted to know that you chose our resort for your first visit to Phu Quoc and that our convenient location, value for money, and especially the warm hospitality of our team contributed to an enjoyable experience. It is truly rewarding to hear your compliments about our Heartists across different departments. Your recognition of our Breakfast Team is especially appreciated. Knowing that their warm smiles and attentive service helped start your mornings on a positive note means a great deal to us. We are also pleased that you enjoyed the variety of breakfast offerings and found that the selection catered well to guests from different countries and cultures. We are equally grateful for your kind comments regarding our Housekeeping and Front Office teams. Providing genuine and attentive service is something we strive for every day, and your feedback serves as wonderful encouragement for all of us. At the same time, we sincerely appreciate your constructive comments regarding safety measures and the ant issue encountered in your room. Please accept our apologies for the inconvenience caused. As a tropical island destination, insect activity can occasionally occur; however, this should never affect our guests' comfort. We have shared your feedback with our Housekeeping and Pest Control teams to reinforce preventive measures and improve monitoring. For any similar situation in the future, please do not hesitate to contact our Front Office team, as we would be more than happy to assist, including arranging a room change whenever appropriate. Thank you once again for both your compliments and valuable suggestions. We are honored that despite these concerns, you would choose to stay with us again on your next visit to Phu Quoc. We look forward to welcoming you back and providing an even better experience, with the improvements you mentioned already in place. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Mr. j., Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely regret to learn about the cleanliness concerns you encountered in your room, particularly the small insects around the bathroom amenities and the presence of mosquitoes. Please accept our sincere apologies, as this is certainly not the level of comfort and cleanliness we aim to provide to our guests. Your comments regarding the bathroom items and overall room condition have been taken seriously and shared with our Housekeeping team for a thorough review and appropriate corrective action. While we are pleased that our convenient location near Sonasea Night Market suited your travel plans, we are truly sorry that the condition of the room affected your overall impression of the stay. Thank you again for bringing these matters to our attention. We hope to have an opportunity to regain your confidence and provide you with a significantly improved experience on a future visit. Warm regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Ms. Junho K., Thank you for taking the time to share your feedback following your recent stay at Novotel Phu Quoc Resort. We are delighted to learn that you appreciated our convenient location, the friendliness of our team members, and the quality of service provided throughout your visit. Delivering warm hospitality and attentive service is at the heart of what we do, and it is truly rewarding to know that these aspects contributed positively to your overall experience. Your kind recognition is greatly appreciated and will be shared with our team as encouragement to continue providing memorable experiences for our valued guests. Thank you once again for choosing Novotel Phu Quoc Resort. We look forward to the pleasure of welcoming you back for another enjoyable stay in the near future. Yours sincerely, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort

Xin Chào Ms. YEJIN P., Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations. Please accept our sincere apologies for the shortcomings you encountered during your stay. Your comments are important to us and have been shared with the relevant teams for review and improvement. We appreciate your feedback and hope to have the opportunity to welcome you back and provide you with a better experience in the near future. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Xin Chào Mr/Ms Youngik C., We are very sorry to here that your experience was not good during your stay. We have shared your feedback with our concerned areas to ensure that this problems do not occur in future. Please do accept our sincere apologies for the inconvenience you encountered during your stay. Thank you for the sharing your feedback and we are looking forward to see you again. Sincerely, Hang Nguyen (Ms.) Duty Manager Novotel Phu Quoc Resort

Dear Ms. Jisook S., Thank you for taking the time to share your comments regarding your recent stay with us. We sincerely apologize for the shortcomings you experienced with room servicing, including the replenishment of drinking water, towels, and toilet paper. We regret that you had to repeatedly contact our Front Office team for assistance. This is not the level of service we strive to provide, and we understand the inconvenience this caused. We are also sorry to learn about your breakfast experience. We understand how frustrating it can be when the restaurant becomes overcrowded and there are insufficient tables available during peak hours. Your feedback has been shared with the relevant teams for review and improvement. Most importantly, we are disappointed to know that these experiences left you feeling unwilling to return. Please accept our sincere apologies. We value your comments as they help us identify areas where we need to do better and improve the experience for all our guests. Thank you again for bringing these matters to our attention. We hope you will give us another opportunity in the future to provide you with a much more enjoyable stay. Kind regards, Jimmy Nguyen(Mr.) Assistant Front Office Manager Novotel Phu Quoc Resort