Dear Michiko T., Thank you very much for taking the time to share such wonderful feedback following your recent stay with us at Fairmont Hanoi. I am truly delighted to know that you enjoyed the overall design and atmosphere of the hotel, as well as the food and service experience throughout your stay. Your kind words about our team’s friendliness and hospitality are genuinely appreciated and will certainly mean a great deal to everyone. It is especially rewarding to hear that Fairmont Hanoi would be your top recommendation for a stay in Hanoi. As a newly opened hotel, feedback like yours is incredibly encouraging for all of us and reminds us why we are so passionate about creating memorable experiences for our guests. Thank you once again for your generous support and for choosing to stay with us. We truly look forward to welcoming you back again in the near future. Warm regards, Ken Nguyen Guest Experience & Sustainability Manager

Dear Ms. K., Thank you so much for taking the time to share with us your satisfactory experience at Fairmont Hanoi! It is much to my delights that you have enjoyed many aspects of your stay with us, from the convenient location and facilities, the pleasant room ambiance, to the friendliness and attentiveness of our team members. We much appreciate your kind feedback and look forward to welcoming you back for another memorable trip in the near future. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. T., Thank you very much for your kind words. We are delighted to hear that you enjoyed our facilities, experienced the warmth of our team, and had such a comfortable stay with us. Your feedback truly means a lot. If there is any team member you would like to recognize for making your stay especially memorable, we would be grateful to know so we can celebrate their contribution. We hope to have the pleasure of welcoming you back again soon. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mrs. N., Thank you for taking the time to share such detailed feedback regarding your recent stay with us. We are pleased to hear that you found our overall service to be excellent. However, we are truly sorry to learn that certain aspects of your experience did not meet your expectations, particularly regarding housekeeping consistency and room presentation. This is certainly not the standard we aim to deliver, and your comments have been shared with our Housekeeping team for immediate review and improvement. We also regret any inconvenience or discomfort caused during your interactions with our team, including the way certain questions were asked. Your feedback regarding staffing levels and waiting times, especially during peak periods, is also well noted and will be reviewed carefully with the relevant departments. Please rest assured that we take your comments seriously as they help us identify areas where we can improve both service quality and guest experience consistency. We truly value your constructive feedback. We hope to have another opportunity to welcome you back in the future and provide you with a more seamless and relaxing stay experience. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. T., Thank you very much for sharing your feedback. We are truly pleased to know that you are very satisfied with your stay, and that our room service and housekeeping team provided careful and attentive cleaning. Your kind words are greatly appreciated and will be shared with the team as encouragement to maintain our standards of service. We look forward to having the pleasure of welcoming you back again in the future. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. M., Warm greetings from Fairmont Hanoi! Thank you so much for taking the time to complete our post stay review. It is much to my delights learning that you have thoroughly enjoyed your stay and the genuine care of our team member has made dear impression on you. Regarding the razor, please note that this item is available upon request, and our team would have been more than happy to assist you during your stay. Again, we much appreciate your encouragement and look forward to welcoming you back to our hotel in a very near future! Yours Sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Ms. S., Thank you so much for choosing Fairmont Hanoi and taking the time to share your great impression of the recent visit! I'm thrilled reading through all you wonderful words mentioning your fulfilled experience, especially the genuine care by our Concierge team. It is comments as yours that really encourage our team to strive further on the Service excellence journey we are embarking. Rest assured that we will pass on your kind words to the entire team as well as Concierge team in particularly, so that they could be proud of their hard work. Our team and I look forward to welcoming you back very soon for another inspirational experience and to provide you with much more fond memories of Hanoi! Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mrs. N., Thank you very much for sharing your feedback about your recent stay at Fairmont Hanoi. We are pleased to hear that you had a very comfortable stay with us. At the same time, we sincerely apologize for the longer-than-expected check-in experience. We understand how important a smooth arrival is, and your comments have been shared with our team as we continue to improve our processes and efficiency. We truly appreciate your understanding and hope to have the opportunity to welcome you back for a more seamless arrival and another comfortable stay in the future. Yours sincerely, PhanThi Phuong Lien Guest Relations Manager

Dear Mr. A., Thank you for taking the time to share your detailed feedback following your recent stay with us. We truly appreciate your comments as they are invaluable in helping us improve. While we are pleased to know that you enjoyed the experience of staying at a newly opened hotel, we sincerely regret the shortcomings you encountered. Please accept our apologies for the lack of clear communication regarding our spa facilities, as well as the confusion surrounding the dining concept and menu pricing. We fully understand how these oversights may have impacted your overall experience, and we are addressing this with our team to ensure clearer and more proactive explanations for our guests moving forward. We are also very sorry to hear about the odor in the shower room. This is certainly not acceptable, and we have shared your feedback with our engineering team for immediate inspection and corrective action. We also regret your experience at YY Bar, particularly the misunderstanding regarding the bottled water. Please accept our sincere apologies for any confusion caused. This is certainly not the impression we wish to leave, and we will review this internally to ensure better transparency and communication with our guests. Your feedback highlights important areas where we must improve, and we are committed to making those adjustments as we continue to grow. We truly hope to have the opportunity to welcome you back in the future and provide you with a much more seamless and enjoyable experience. Thank you once again for your valuable insights. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mrs. N., Thank you very much for taking the time to share such a detailed review of your recent stay with us. We truly appreciate your thoughtful feedback. It is also wonderful to hear that you had a positive experience with our team members. At the same time, we sincerely appreciate you highlighting several areas where we can improve. Your comments regarding the facilities in the room and the Gold Lounge have been noted and shared with our relevant teams so they can review and address these matters. We also value your feedback about the breakfast experience and the offerings in the Gold Lounge. Your suggestions regarding portion sizes, buffet variety... are very helpful. Guest feedback like yours helps us better understand our guests’ preferences and continuously enhance our dining experience. Thank you again for your honest feedback and for recognizing the efforts of our staff. We truly hope to have the pleasure of welcoming you back in the future and providing an even better experience on your next visit. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager