Dear Ms. Thi A. V. T., Thank you for taking the time to share your feedback with us. We sincerely regret to learn that your recent stay did not meet your expectations, especially compared to your previous experience in May 2025. Please accept our heartfelt apologies for the shortcomings you encountered, including the failure to clean your room on the last night of your stay, the stained bedsheets, the leftover toilet paper found in the bin upon check-in, and the strawberries covered in chocolate that were not fresh. These issues are unacceptable and fall far below the standards of cleanliness, quality, and service that we strive to uphold. We fully understand your disappointment and sincerely apologize for the unpleasant experience this has caused. Please be assured that your feedback has been taken seriously and will be shared with our Housekeeping and Food & Beverage teams for thorough review and corrective action to prevent similar incidents from happening again. We truly value your trust in Grand Mercure Dalat and deeply regret that we fell short of providing the comfortable and memorable stay you deserve. We hope you will give us another opportunity to restore your confidence in our services and provide you with a much-improved experience on your next visit. Warm regards, Ricky Nguyen Front Office Manager

Dear Mr. Thanh T. N., Thank you for taking T. time to complete our survey and for sharing your feedback after your stay at T. Grand Mercure Dalat - we truly appreciate every guest who helps us understand their experience better. As a distinguished ALL Gold Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. However, we sincerely apologize for T. inconveniences and disappointment you experienced during your stay. We regret that T. breakfast layout was not convenient and that our service team did not clear your table promptly, resulting in an uncomfortable and untidy dining experience. This is certainly not T. standard of service we strive to provide. We are also deeply sorry for T. unclean and dusty staircase in Villa 4, as well as T. lack of lighting when you returned around midnight. We understand that walking through a dark and potentially unsafe area can be concerning. Please rest assured that your comments have been taken seriously and will be shared with T. relevant departments for immediate attention and improvement. Your feedback is invaluable in helping us identify areas where we need to do better. We sincerely hope you will give us another opportunity to provide you with T. comfortable, safe, and attentive experience you deserve. Warm regards, Ricky N. Front Office Manager

Dear Ms. Phuong U. A., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a distinguished ALL Gold Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Dear Mrs. Cecilia A. B., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a distinguished ALL Platinum Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Dear Kha N. L., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. We're thrilled our team made your stay feel like a true 5-star experience, and we look forward to welcoming you back as you mentioned! It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Dear Georgia C. J., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. It's wonderful to hear Grand Mercure Dalat has become your favourite Mercure spot, and that our gardens gave your little ones plenty of room to explore - our gardening and reception teams will be delighted by your kind words. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Dear Thi T. H. P., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. We're so pleased your family enjoyed our spacious rooms, romantic garden and breakfast, and that our team's gestures helped make your family vacation truly memorable. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Dear Dan N. N., Thank you for taking the time to complete our survey and for sharing your feedback after your stay at Grand Mercure Dalat - we truly appreciate every guest who helps us understand their experience better. We're glad you enjoyed your stay overall, as well as our desserts. We sincerely apologize that our breakfast selection and the preparation of your pasta did not meet your expectations - your feedback has been shared with our culinary team so we can refine the variety and consistency of our main dishes. Please don't hesitate to reach us directly at Vu…, so we can learn more and make things right if needed. We truly value your time with us and hope for the opportunity to welcome you back to Grand Mercure Dalat for an even better experience. Warm regards, Ricky N. Front Office Manager

Dear Ram B., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. We're thrilled you found everything so lovely! It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Kính gửi Anh/Chị Duc C. B., Chúng em xin chân thành cảm ơn Anh/Chị đã dành thời gian hoàn thành khảo sát và chia sẻ những phản hồi sau kỳ nghỉ tại Grand Mercure Dalat - chúng em thực sự trân trọng mỗi vị khách đã giúp chúng em hiểu rõ hơn về trải nghiệm của mình. Chúng em rất vui khi Anh/Chị yêu thích kỳ nghỉ tại đây. Chúng em nhận thấy đánh giá của Anh/Chị chưa phản ánh đầy đủ trải nghiệm tuyệt vời mà chúng em luôn nỗ lực mang lại, và chúng em rất mong được biết thêm về những điều có thể chưa làm hài lòng Anh/Chị trong kỳ nghỉ vừa qua. Những chia sẻ của Anh/Chị, dù về phòng nghỉ, dịch vụ, ẩm thực hay bất kỳ khía cạnh nào khác, đều rất có ý nghĩa và giúp chúng em tiếp tục hoàn thiện hơn dành cho Anh/Chị cũng như các vị khách quý của chúng em. Anh/Chị vui lòng liên hệ trực tiếp với chúng em qua email Vu… để chúng em có thể tìm hiểu thêm và khắc phục nếu cần thiết. Chúng em thực sự trân trọng thời gian Anh/Chị dành cho chúng em và mong có cơ hội được đón tiếp Anh/Chị trở lại Grand Mercure Dalat với một trải nghiệm tốt đẹp hơn nữa. Trân trọng, Ricky Nguyen Front Office Manager

Dear Trung Q. N., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. We're truly honored to be your best Mercure experience in the South of Vietnam, and your kind words about our friendly and helpful team have made their day. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky N. Front Office Manager

Dear Ms. Judith, Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a ALL Classic Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky NGUYEN Front Office Manager

Dear Ms. T. T., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a distinguished ALL Gold Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky N. Front Office Manager

Dear Mr. T., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky NGUYEN Front Office Manager

Dear Mr. Wenxuan L., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff, especially to Thanh. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky Nguyen Front Office Manager

Kính gửi Anh Đăng, Chúng em xin chân thành cảm ơn Anh Đăng đã dành thời gian chia sẻ những đánh giá tuyệt vời - điều này thực sự có ý nghĩa rất lớn đối với toàn thể đội ngũ chúng em! Chúng em rất vui khi biết Anh đã có một kỳ nghỉ trọn vẹn, và những lời nhận xét tốt đẹp của Anh đã được chia sẻ đến toàn thể nhân viên. Bên cạnh đó, em xin được phép ghi nhận những góp ý của anh về thái độ của nhân viên bảo vệ để bên em có những cải thiện tốt hơn trong thái độ phục vụ. Chúng em rất mong sẽ sớm được đón tiếp Anh Đăng trở lại. Trong thời gian chờ đợi, kính chúc Anh luôn dồi dào sức khỏe và mọi điều tốt đẹp - cánh cửa của chúng em (cùng những nụ cười ấm áp nhất) luôn sẵn sàng chào đón Anh Đăng bất cứ khi nào quay lại! Trân trọng, Ricky NGUYEN (Mr.) Front Office Manager

Dear Ms. Emilie, Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a distinguished ALL Classic Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky NGUYEN (Mr.) Front Office Manager

Dear Ms. T., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky NGUYEN (Mr.) Front Office Manager

Dear Ms. K., Thank you so much for taking the time to share such a wonderful review - it truly means a lot to our team! We're delighted to hear you enjoyed your stay with us, and your kind words have been shared with the entire staff. As a distinguished AL]L Gold Member, your continued trust and patronage are of immense value to us, and we remain steadfast in our commitment to surpassing your expectations at every opportunity. It would be our pleasure to welcome you back again soon. Until then, we wish you all the best, and please know our doors (and our warmest smiles) will be ready for you whenever you return! Warm regards, Ricky NGUYEN (Mr.) Front Office Manager