Dear Mr. N., 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 regret to hear of your disappointment about the distance to the sea. It is never our intention to make any guest feel frustrated. Please allow us to clarify that our buggy service is available for transportation within the resort area—connecting guests and key facilities such as restaurants, the pool, and the beach. We appreciate your review and the compliments about our breakfast. 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 beloved one 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. 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. Please be assured that we will coordinate the plans for these enhancements with the respective team members. We truly regret that we didn’t meet your expectations this time, but 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 Yukio K., Thank you very much for taking the time to share your rating with us. We truly appreciate your kind support— it means a lot to our team and encourages us to keep doing our best for our guests. We look forward to welcoming you back to our resort in the future. Warm regards, Michelle Vu Guest Experience Manager

Dear Siu Y. N., Thank you very much for taking the time to share your rating with us. We truly appreciate your kind support— it means a lot to our team and encourages us to keep doing our best for our guests. We look forward to welcoming you back to our resort in the future. Warm regards, Michelle Vu Guest Experience Manager

Dear Marina S., Thank you very much for taking the time to share your rating with us. We’re delighted to hear that you enjoyed your stay overall, and we sincerely appreciate your kind words about our team and service. Regarding the bed linen, we’re sorry to hear that this aspect didn’t meet your expectations. As part of our commitment to sustainability, we change bed sheets at the end of each stay unless guests request otherwise. To make a request, guests can simply place the “Goodnight Card” on the bed—this card includes a message about our linen policy. However, we understand that the message may not have been clear or visible enough, and we truly appreciate you bringing this to our attention. We’re already working on making this information more noticeable and accessible to ensure all our guests feel comfortable and well-informed during their stay. Thank you again for your valuable feedback—it helps us improve and continue offering heartfelt hospitality. We hope to welcome you back soon! Warm regards, Michelle Vu Guest Experience Manager

Dear Mr. Takahiro A., Thank you very much for taking the time to share your rating with us. We truly appreciate your kind support— it means a lot to our team and encourages us to keep doing our best for our guests. We truly value your feedback regarding dining experience and will incorporate it into our action plan as we continue to improve the guest experience. We look forward to welcoming you back to our resort in the future. Warm regards, Michelle Vu Guest Experience Manager

Dear Ms. Tomoko I., Thank you very much for taking the time to share your rating with us. We truly appreciate your kind support— it means a lot to our team and encourages us to keep doing our best for our guests. We truly value your feedback and will incorporate it into our action plan as we continue to improve the guest experience. We look forward to welcoming you back to our resort I. the future. Warm regards, Michelle Vu Guest Experience Manager

Dear Ms. Riho, Thank you for sharing such wonderful comments about our team and resort. I will be sure to share all of your comments and we look forward to seeing you again in the future! Sincerely, Linh Pham Assistant Front Office Manager

Dear Hiroyuki S., Thank you for taking the time to tell us about your experience at the Mövenpick Villas & Residences Phu Quoc. I am sorry that your experience did not meet your expectations in term of F&B service and facilities including pool chairs; please allow me to express my sincerest apologies. At Mövenpick, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Duy Le - Front Office Manager

Dear Mr. U., We very much appreciate your comments regarding your stay at the Mövenpick Villas & Residences Phu Quoc. We genuinely appreciate you taking the time to share your feedback with us. Constructive feedback like yours is invaluable as it helps us enhance our service standards and recognize our strengths. Your input will be shared with our team to ensure we work on the areas needing improvement and maintain the aspects we excel in. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Phu TRUONG Guest Relations Manager

Dear Mrs. Mariko O., We very much appreciate your comments regarding your stay at the Mövenpick Villas & Residences Phu Quoc. Although, we regret to hear that you have an unpleasant experience, we would like to take this opportunity to apologies for the shortfalls during your visit with us. As we always strive to enhance our customer experience. Rest assured that your feedback will be used constructively to prevent a recurrence of this nature in the future. Once again, we appreciate you are sharing your concerns, and it is our hope that you will give us the opportunity to better serve you again. Sincerely, Linh PHAM Guest Relations Manager