Dear Missus Brigitte R. S., Thank you for your kind words about our beautiful property. We are delighted to hear that you enjoyed your stay and look forward to coming back in the future. Your satisfaction is our top priority, and we hope to see you again soon! Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Chia L. C., Thank you for taking the time to share your detailed feedback. We sincerely apologize for the frustration and concern caused by the payment issues you encountered during your stay. We fully understand how alarming it must have been to receive a notification for a charge of such a significant amount, particularly when your reservation had already been prepaid through a third-party booking platform. While we are relieved that the incorrect transactions were identified and cancelled, we acknowledge that this should not have happened in the first place. Please accept our sincere apologies for the inconvenience and unnecessary concern this caused you. Your feedback has been shared with the Front Office team, and we will reinforce our payment verification and communication procedures to help prevent such an incident from recurring. We truly appreciate your understanding and hope that, despite this unfortunate experience, we may have the opportunity to welcome you back and provide the seamless stay that you should have received from the beginning. Warm regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Eric K., Thank you for your positive feedback regarding your recent stay. We are delighted to hear that you enjoyed our facilities, food, and service, particularly the rooftop swimming pool. Your satisfaction is our priority, and we look forward to welcoming you again. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister John H., Thank you for sharing your feedback regarding your recent stay. We are delighted to hear that you enjoyed the excellent rooms and appreciated the friendliness of our Heartist team. Your comments regarding the English language skills of some staff members have been noted, as we strive to enhance communication among our team members. We also appreciate your input regarding the food and drink offerings in the Executive Lounge and the afternoon tea experience. Your suggestion about having a dedicated person for tourist information is valuable, and we will review how we can better assist guests seeking local exploration options. We look forward to the pleasure of welcoming you back soon. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Nikhar A., Thank you for sharing your positive experience at our hotel. We are delighted to hear that you found your stay comfortable and appreciated the cleanliness and management of our facilities. Your kind words regarding our staff are particularly valued as they embody our commitment to providing heartfelt service. We look forward to welcoming you back in the near future. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Mahan S. B., Thank you for your wonderful feedback. We are delighted to hear that you found our hotel to be great and that our Heartist team was able to cater to your needs with exceptional service. Your satisfaction is our priority. It was indeed a pleasure having you and we look forward to welcoming you back soon! Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Missus Louise A. W., Thank you for your kind words regarding your recent stay at our hotel. We are delighted to hear that you found our facilities and the service from our Heartist team to be exceptional. Your feedback will surely inspire our staff to continue delivering outstanding experiences. We look forward to welcoming you back to Pullman Ninh Binh for another memorable visit. Warm regards, Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Missus Melinda J. H., Thank you for your kind feedback. We are delighted to hear that you enjoyed your stay and appreciated the beauty of our hotel and the friendliness of our Heartist team. We look forward to welcoming you back in the future. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Miss Thi T. H. B., Thank you for your kind words regarding your recent stay. We are delighted to hear that you found our hotel comfortable and enjoyed the facilities. Your appreciation for Natalie, Van Anh, and our lobby team is greatly valued, as we strive to provide warm and attentive service to all our guests. We look forward to welcoming you back for another enjoyable experience. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Paresh T., Thank you for your kind words regarding your recent stay at Pullman Ninh Binh. We are delighted to hear that our Heartist team contributed positively to your experience and that you enjoyed the rooftop bar. We look forward to welcoming you back in the future. Warm Regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Cuong N. N., Thank you for your kind words about your recent stay at our hotel. We are thrilled to hear that you enjoyed your experience and appreciated our Heartist team. Your positive feedback is greatly valued and motivates us to continue providing exceptional service. We look forward to the pleasure of welcoming you back again soon for another wonderful stay. Warm Regards, Candy N. (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Valued Guest, Thank you for taking the time to share your feedback. We are delighted to know that you enjoyed our convenient location and experienced the warm hospitality of our team. Your kind recognition of Jenny, Huyền, Natalie, Giang, myself, and the rest of our Heartists truly means a lot to us. We will be sure to share your compliments with them. We are also grateful for your constructive comments regarding the tofu dish and the Pasta Carbonara. Your feedback on the preparation and ingredient selection has been shared with our culinary team for review, as we continuously strive to enhance the dining experience for our guests. It was a pleasure having you with us, and we are delighted to hear that you plan to return on your next visit to Ninh Binh. We look forward to welcoming you back for another memorable stay. Warm regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Michael G. B., Thank you for your wonderful feedback regarding your recent stay with us. It is gratifying to hear that our location was convenient for exploring Ninh Binh Old Town and that you enjoyed the diverse Indian breakfast selection. We are also pleased to know that our team member in the restaurant made a positive impression and that Trang's efforts in sharing Vietnamese pleasantries added to your experience. Your kind words about the spacious accommodations and stunning views are greatly appreciated. We look forward to welcoming you and your wife back for another delightful stay in the future. Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Missus ANTONIETTI A., Thank you for your valuable feedback regarding your recent experience at Pullman Ninh Binh. We appreciate your positive remarks on our organization; however, I regret to hear about the issues you encountered with staff communication and the handling of your luggage. We strive to provide a seamless service, and I will ensure that your comments are shared with our team for further training. We look forward to welcoming you back in the near future. Best regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Sung W. C., Thank you for your feedback. We are pleased to hear that you found your stay comfortable. We appreciate your suggestions for improvement and will consider them as we continually strive to enhance our services and facilities. We look forward to welcoming you back in the soonest! Best regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Missus Hyewon P., Thank you for sharing your detailed feedback and for your kind words about our facilities and Heartists. We sincerely apologize for the inconvenience you experienced during the booking and check-in processes, particularly the delayed email response and the lack of clear communication regarding the payment arrangement. We are pleased that Hana was able to assist and resolve the matter for you. Your feedback is highly appreciated, and we will use it to further strengthen our team training, particularly on Accor member benefits, payment arrangements, and communication, to ensure a smoother experience for our guests. We also appreciate your comments regarding the elevators and will continue to follow up on this matter. We hope to have the pleasure of welcoming you back for a much more seamless stay. Warm regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister LE N. D., Thank you for your kind feedback. It is wonderful to hear that you enjoyed your experience, particularly our efficient check-in process, attentive staff, and diverse food options. Your appreciation will certainly motivate the team at Pullman Ninh Binh to continue delivering exceptional service. We look forward to welcoming you back in the near future. Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Mister Lunetta A., Thank you very much for your wonderful review. We are delighted to know that you enjoyed the spacious and comfortable rooms, our breakfast selection, and the beautiful views of Ninh Binh. It is especially heartening to hear that our Heartists were kind and attentive to your needs. Your kind words are a wonderful encouragement to the entire team and inspire us to continue creating warm and memorable experiences for our guests. We truly appreciate your recommendation and look forward to welcoming you back to Pullman Ninh Binh for another beautiful stay. Warm regards, Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh

Dear Missus Nina T., Thank you for your kind words regarding our Heartist team. We are thrilled to hear that their efforts contributed to an outstanding experience during your stay. Your appreciation means a lot to us, and we look forward to welcoming you back in the future. Candy NGUYEN (she/her) Guest Experience Manager Pullman Ninh Binh