Dear Mr. C., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. While we strive to maintain the highest guest satisfaction standards, monitoring our effectiveness can be a challenge at times. We apologize for the inconvenience you experienced and thank you for your patience in this matter. Please be assured that we will coordinate the plans for the enhancement with the respective team members. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future, giving us the opportunity to serve you better. Warm regards, Vi Do Guest Experience Manager

Dear Mr. H., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. S., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. Regarding the additional charge for your child, we would like to clarify that the child’s age was indicated as 9 years old at the time of booking. However, upon check-in, our team verified the passport and found that the child was 12 years and 2 months old. In accordance with our hotel policy, guests aged 12 years and above are subject to the applicable adult rate. Our Guest Relations Manager subsequently assisted in explaining the policy to you. We are also very sorry regarding the condition of your room. Discovering cleaning waste left in the toilet is certainly not the experience we aim to provide. We sincerely apologize for this oversight and the inconvenience caused. As a gesture of goodwill, our team offered to waive the applicable extra adult surcharge, which you kindly accepted. We also arranged an apology amenity in your room the following day. We are pleased that our service recovery helped to address your concern, although we understand that the initial experience was disappointing. Regarding your breakfast feedback, we also appreciate your comments about the limited variety of protein options and the lack of menu changes during your four-day stay. We have shared your feedback with our Culinary team for further review and improvement. Once again, please accept our sincere apologies for the shortcomings during your stay. Thank you for sharing your feedback with us, as it helps us identify areas where we can improve and provide a better experience for our guests. Warm regards, Vi Do Guest Experience Manager

Dear Mr. M., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. Jeong, Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. While we strive to maintain the highest guest satisfaction standards, monitoring our effectiveness can be a challenge at times, particularly when influenced by external outdoor factors. We apologize for the inconvenience you experienced with the resort location and pillow smell and thank you for your patience in these matters. We appreciate your review and the compliments about our team. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. L., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. H., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We are truly sorry to hear of your disappointment about the service you received. It is never our intention to make any guest feel unwelcome or frustrated. We have addressed this issue with the staff concerned and will ensure that they receive the necessary guidance to perform a much better role moving forward to avoid a recurrence of this incident. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, we can assure you that we value your feedback, and it has been utilized for proper training with our teams to improve both service and communication. We truly regret that we didn’t meet your expectations this time, but we hope we might have another chance in the future to show you the genuine hospitality we are known for. Warm regards, Vi Do Guest Experience Manager

Dear Mr. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. While we strive to maintain the highest guest satisfaction standards, monitoring our effectiveness can be a challenge at times, particularly when influenced by external outdoor factors. We apologize for the inconvenience you experienced and thank you for your patience in these matters. We have noted your observations for improvements to the room cleanliness and breakfast selection. Please be assured that we will coordinate the plans for the enhancement with the respective team members. We seek your patience and understanding, as the recommendations may require time to be implemented. We appreciate your review and the compliments about our resort. It motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. A., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. J., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We are sorry to hear of your disappointment about the service you received. It is never our intention to make any guest feel unwelcome or frustrated, and we are especially sorry for the service delay from our team. While we had initially arranged to move you at 10:00 AM, an unexpected issue was discovered with the designated room, requiring our team to prepare an alternative accommodation to ensure it met our standards before your arrival. However, we fully recognize that this does not excuse the lack of timely communication and follow-up on our part. We are especially sorry that you had to wait for an extended period, make several phone calls, and eventually come to the reception desk in person before receiving assistance. This is not the level of service we strive to provide. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, we can assure you that we value your feedback, and it has been utilized for proper training with our teams to improve both service and communication. We truly regret that we didn’t meet your expectations this time, but we hope we might have another chance in the future to show you the genuine hospitality we are known for. Warm regards, Vi Do Guest Experience Manager

Dear Mr. K., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. C., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Ms. I., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We appreciate your review and the compliments about our resort. It is always encouraging for us to learn that our valuable guests are satisfied with our service and motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for making us one of your preferred accommodation choices. We hope that we will have the pleasure of welcoming you and your family again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. P., Warm greetings from Mövenpick Resort Waverly Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to complete our online guest satisfaction survey. We are sorry to hear of your disappointment about the service you received. It is never our intention to make any guest feel unwelcome or frustrated, and we are especially sorry for the late email response from our team. We would also like to clarify that the breakfast and happy hour benefits were applicable for two guests staying in the member’s room only, while the second room was excluded according to the original booking conditions. Our team member explained this arrangement while escorting you to the room. As the rest of your family was expected to arrive later, the birthday cake was delivered in the first room you checked into. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, we can assure you that we value your feedback, and your feedback has been utilized for proper training with our teams to improve both service and communication. We truly regret that we didn’t meet your expectations this time, but we hope we might have another chance in the future to show you the genuine hospitality we are known for. Warm regards, Vi Do Guest Experience Manager