Mövenpick Villas & Residences Phu Quoc 5 stars

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. V., 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 motivates us to do better to ensure that our guests have a warm and pleasant experience. Please also allow us to explain that our Room Service team is responsible for clearing dining trays and tableware only. General room waste is handled by our Housekeeping team in accordance with our operational and hygiene procedures. Unfortunately, our team did not clearly communicate this to you or offer to arrange an immediate pickup by Housekeeping, and we understand how this resulted in disappointment. We recognize that, from a guest's perspective, this distinction between departments should not impact your experience. Our team should have taken ownership of your request by explaining the process and promptly coordinating with Housekeeping to have the trash removed without requiring any additional effort on your part. Please accept our sincere apologies for this oversight. We have shared your feedback with the relevant teams as a reminder to communicate more proactively and work together to provide a seamless guest 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 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 beloved one again in the near future. Warm regards, Vi Do Guest Experience Manager

Dear Mr. H., Warm greetings from Mövenpick Villas & Residences Phu Quoc! It was a great pleasure having you and your family stay with us. Thank you for taking the time to complete our online guest satisfaction survey and share such detailed feedback regarding your recent experience. We are sincerely sorry to learn of your disappointment with several aspects of your stay. While we continuously strive to maintain the highest standards of guest satisfaction, regrettably, on this occasion, we have fallen short of our key objective. We therefore wish to extend to you our sincere apologies. We are delighted to know that you found the villa stunning and beautiful. At the same time, we understand your concerns regarding the bedroom configuration, particularly when traveling with young children. While the villa layout was designed to provide privacy and a closer connection to the surrounding environment, we fully appreciate that it may not be the most practical arrangement for every family. Thank you for sharing this valuable perspective. We also regret that our housekeeping policy regarding dishwashing left you feeling disappointed. We understand that, within a 5-star resort environment, you expected this service to be included and apologize that our approach did not meet your expectations. Likewise, we appreciate your comments regarding the pool towel card system. While this measure supports our sustainability efforts and helps us manage resort resources responsibly, we understand how it may have detracted from the seamless experience you anticipated. We are sorry that navigating the resort with a stroller proved challenging and that our family facilities did not meet your expectations. We are particularly concerned by your comments regarding the Kids Club and the level of engagement provided by our recreation team. Providing a safe, welcoming, and enjoyable environment for our younger guests is one of our priorities, and we regret that this was not reflected during your visit. Your feedback has been shared with our Recreation Manager for immediate review and follow-up with the team. Thank you as well for sharing your comments regarding the spa pricing and our breakfast buffet. While we understand that pricing perceptions may vary depending on individual expectations and destinations, we appreciate your observations regarding the overall value offered. We also value your feedback on the breakfast quality and will share it with our Culinary team as part of our ongoing efforts to enhance our dining experience. On a positive note, we are delighted to learn that one of our team members at the restaurant in the Residences made such a memorable impression on your family. It is especially rewarding to know that her attentiveness and genuine care for your daughter became a highlight of your stay. We will be pleased to share your kind recognition with her and the management team. Finally, we are equally sorry to hear about the communication difficulties you encountered with our team. Effective communication is fundamental to genuine hospitality, and we regret that language barriers affected your ability to comfortably interact with our colleagues. Please be assured that your comments have been shared with our department heads as we continue to strengthen language training and service standards across the resort. Mr. H., thank you once again for taking the time to share your experience with us. Your feedback is invaluable and provides us with important opportunities to improve. While we deeply regret that your stay did not fully reflect the experience you expected, we sincerely appreciate your constructive comments and the opportunity to address them. We hope to have the privilege of welcoming you and your family back in the future, giving us another opportunity to serve you better. Warm regards, Vi Do Guest Experience Manager