Dear Mr. L., Warm greetings from Mövenpick Villas & Residences Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to share your feedback about your stay experience with us. 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, and we are especially sorry for the lack of attentiveness from our team. We have noted your observations for improvements to the welcome amenities and happy hour service. Please be assured that we will coordinate the plans for these enhancements with the respective team members. We seek your patience and understanding, as the recommendations may require time to be implemented. Unfortunately, there is no way of recreating the past or reversing the unpleasant experience you had. However, we can assure you that we value your feedback, and it has been utilized for proper training with our teams to improve our service. 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 Villas & Residences 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 pleased to know that you enjoyed our beautiful surroundings, convenient location and serene views. At the same time, we sincerely regret that certain aspects of your experience did not fully meet your expectations, particularly regarding the recognition of your ALL – Accor Live Limitless membership. With respect to your upgrade request, we would like to reiterate that room upgrades are subject to availability. As Phu Quoc is currently experiencing peak season, with high occupancy and many reservations secured well in advance, we regret that an upgrade could not be confirmed at the time of your arrival. We appreciate your understanding in this regard. As part of our welcome arrangements, healthy juices were thoughtfully prepared and placed in the in-room refrigerator to ensure they remained fresh and ready for your enjoyment upon arrival. We regret if this gesture was not sufficiently recognized. Once again, we sincerely appreciate your candid feedback. While we are pleased that you found several aspects of our resort enjoyable, we regret that the overall experience did not fully reflect the level of hospitality you have come to expect from Accor. We hope to have another opportunity to welcome you back and provide a more rewarding and memorable experience. Warm regards, Vi Do Guest Experience Manager

Dear Mr. M., Warm greetings from Mövenpick Villas & Residences 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 frustrated, and we are especially sorry for room condition. Please be assured that we will coordinate the plans for these enhancements with the respective team members. Unfortunately, there is no way of recreating the past or reversing the unpleasant experience you had. However, we can assure you that we value your feedback, and it has been utilized to improve our service. 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 Villas & Residences 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 pleased to know that you enjoyed our beautiful surroundings, convenient location and serene views. At the same time, we sincerely regret that certain aspects of your experience did not fully meet your expectations, particularly regarding the recognition of your ALL – Accor Live Limitless membership and the maintenance issue encountered in one of your rooms. With respect to your upgrade request, we would like to reiterate that room upgrades are subject to availability. As Phu Quoc is currently experiencing peak season, with high occupancy and many reservations secured well in advance, we regret that an upgrade could not be confirmed at the time of your arrival. We appreciate your understanding in this regard. As part of our welcome arrangements, healthy juices were thoughtfully prepared and placed in the in-room refrigerator to ensure they remained fresh and ready for your enjoyment upon arrival. We regret if this gesture was not sufficiently recognized. Regarding the door-lock issue, please accept our sincere apologies for the inconvenience caused. This was an unforeseen technical malfunction involving an electronic locking system. Notably, the previous occupants of the room had completed their stay without reporting any issues with the door lock. Following each maintenance intervention, our Engineering team conducted checks to ensure the issue had been rectified. However, we acknowledge that electronic equipment can occasionally develop unexpected faults, and we regret that the problem recurred and required your team to seek assistance on consecutive days. We also appreciate your comparison with your previous experiences at Pullman and Swissôtel. We recognise that consistency in service delivery and genuine recognition of loyalty programme members are essential in maintaining guests' confidence in the Accor portfolio. Your comments have been taken constructively and will be shared with the relevant departments to reinforce our service standards and improve the consistency of our membership recognition. Once again, we sincerely appreciate your candid feedback. While we are pleased that you found several aspects of our resort enjoyable, we regret that the overall experience did not fully reflect the level of hospitality you have come to expect from Accor. We hope to have another opportunity to welcome you back and provide a more rewarding and memorable experience. Warm regards, Vi Do Guest Experience Manager

Dear Mr. L., Warm greetings from Mövenpick Villas & Residences 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. With respect to your late check-out request, we would like to reiterate that late check-out is subject to availability. As Phu Quoc is currently experiencing peak season, with high occupancy and many reservations secured well in advance, we regret that the request could not be confirmed at the time. We appreciate your understanding in this regard. We have also noted your observations for improvements to the breakfast selection. Please be assured that we will coordinate the plan for the enhancements 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 Ms. C., Warm greetings from Mövenpick Villas & Residences 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 and share your thoughtful feedback. We are delighted to learn that you were pleased with the service provided by our team. Your compliments and your heartfelt words will certainly be shared with our staff members. It motivates us to do better to ensure that our guests have a warm and pleasant experience. At the same time, we noticed that we did not fully meet your expectations in certain aspects of your stay. While we continuously strive to exceed our guests' expectations, we recognize that there is always room for improvement. Ms. C., thank you once again for your thoughtful and constructive feedback. Please rest assured that we have discussed your comments with the respective department heads, and we will continue working on the areas you highlighted. While some improvements may require additional time, your feedback plays an important role in helping us enhance both our products and services. 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. C., Warm greetings from Mövenpick Villas & Residences 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. We have also noted your observations and recommendations for improvements to the weekday activities. 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. 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 beloved one again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. S., Warm greetings from Mövenpick Villas & Residences 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. We have also noted your observations and recommendations for improvement to the vegetarian's options. 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. 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. L., Warm greetings from Mövenpick Villas & Residences 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 friends again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. J., Warm greetings from Mövenpick Villas & Residences 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 lack of warmth and patience from our team. Please be assured that we will coordinate the plans for the enhancement with the respective team members. Unfortunately, there is no way of recreating the past or reversing the unpleasant experience you had. 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 Ms. A., Warm greetings from Mövenpick Villas & Residences 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 with the arrival and check in experience and thank you for your patience in these matters. Please be assured that we will coordinate the plans for these enhancements with the respective team members. 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 Villas & Residences Phu Quoc! It was a great pleasure having you stay at our resort. Thank you for taking the time to share your feedback about your stay experience with us. 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. Unfortunately, there is no way of recreating the past or reversing the unpleasant experience you had. However, we can assure you that we value your feedback, and it has been utilized for proper training with our teams to improve our service. 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 Ms. S. S., Warm greetings from Mövenpick Villas & Residences 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 Villas & Residences 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 the shower drainage matter. We also 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. W., Warm greetings from Mövenpick Villas & Residences 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. L., Warm greetings from Mövenpick Villas & Residences 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. R., Warm greetings from Mövenpick Villas & Residences 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. We also appreciate your review and the compliments about our service. It motivates us to do better to ensure that our guests have a warm and pleasant experience. Once again, thank you for choosing us for your stay. 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. L., Warm greetings from Mövenpick Villas & Residences 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 have noted your observations about rats within the grounds. Please be assured that we will coordinate the plans for the enhancement with the respective team members. We also appreciate your review and the compliments about our service. 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. T., Warm greetings from Mövenpick Villas & Residences 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 motivates us to do better to ensure that our guests have a warm and pleasant experience. We have also noted your observations that require improvement to the breakfast buffet. Please be assured that we will coordinate the plans for these enhancements 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. Warm regards, Vi Do Guest Experience Manager