Dear Guest, Thank you for taking the time to share your feedback following your stay at Fairmont Hanoi. I am delighted to know that you enjoyed our service, the hotel environment, and the cleanliness of your room. It is especially rewarding to hear your kind recognition of our Housekeeping and Bacco teams. I have already shared your compliments with them, and they were truly encouraged to know that their care and dedication contributed to your enjoyable stay. At the same time, thank you for bringing to our attention the noise you experienced from the balcony area during the rain. I am sorry that this affected your comfort, and I have shared your feedback with our Engineering team for review as we continue to enhance our guests' experience. Thank you once again for choosing Fairmont Hanoi. We truly appreciate your kind recommendation and look forward to welcoming you back for another memorable stay. Warm regards, Ken Nguyen Guest Experience & Sustainability Manager

Dear Guest, Thank you for taking the time to share your thoughtful feedback following your stay at Fairmont Hanoi. I am delighted to know that you enjoyed our convenient location, modern facilities, and the attentive service provided by our team. It is especially rewarding to hear that our Concierge colleagues were able to assist you with your parcels, restaurant reservations, and recovering your lost belongings. I have already shared your kind compliments with them, and they were truly delighted to know they helped make your stay more enjoyable. At the same time, thank you for bringing to our attention your experience with the welcome amenity delivery. Please accept my sincere apologies that one of our colleagues entered your room without first knocking. Respecting our guests' privacy is one of our fundamental service standards, and I have shared your feedback with the relevant team to reinforce the importance of following our room entry procedures at all times. Thank you once again for choosing Fairmont Hanoi. We sincerely appreciate your recommendation and hope to have the pleasure of welcoming you back for another exceptional stay. Warm regards, Ken Nguyen Guest Experience & Sustainability Manager

Dear Mr. Y., Thank you for taking the time to share such detailed feedback following your recent stay at Fairmont Hanoi. We are pleased to hear that you appreciated the quality and comfort of our public facilities, which you kindly described as among the best in Hanoi. Your recognition of our team’s friendliness is also greatly valued and will be shared with the staff. At the same time, we sincerely apologize for the aspects of your experience that did not meet expectations. We are still in the process of refining certain operational areas; however, we fully understand your concerns regarding the presence of maintenance activity, which may have affected the sense of tranquility we aim to provide our guests. We also acknowledge your comments regarding service consistency within our dining outlets and will be reviewing training and supervision processes to ensure a more polished and professional guest experience across all touchpoints. Your feedback is invaluable to us as we continue to improve, and we truly appreciate you bringing these matters to our attention. We hope to have the opportunity to welcome you back in the future and provide a significantly improved experience that reflects the high standards we strive for at Fairmont Hanoi. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Ms. X., Thank you very much for sharing your feedback following your recent stay at Fairmont Hanoi. We are delighted to know that you enjoyed our newly opened hotel, the cleanliness of the rooms, and especially the quality and variety of our breakfast offerings. Your kind comments regarding the food and overall experience are truly appreciated and will be shared with our culinary and housekeeping teams. It was our pleasure to have you as our guest, and we sincerely look forward to welcoming you back to Fairmont Hanoi for another enjoyable stay in the near future. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. S., Thank you very much for sharing such a wonderful review of your recent stay with us. We are delighted to hear that you found our hotel unique and enjoyed our ideal location, especially its convenience for exploring the city centre. It is also very rewarding to know that you appreciated our facilities, including the gym, swimming pool, and spa area. Your kind recognition of our Gold Lounge service team is truly appreciated. We are especially pleased to hear your compliments about Lizzie. Your feedback will certainly be shared with her and the team, as it will be a great source of encouragement. Thank you once again for your thoughtful comments and support. We look forward to welcoming you back for another enjoyable stay in the future. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. Y., Thank you very much for sharing your kind and detailed review. We are truly delighted to know that you enjoyed our central location and found it convenient for exploring the many attractions around Hoan Kiem Lake. It is also wonderful to hear that our facilities, from the vibrant lobby to the wellness center and spacious guest rooms, made a positive impression on your stay. Your compliments regarding our team are especially appreciated. We are proud to know that our colleagues across the concierge, front desk, restaurant, and wellness areas contributed to a professional and welcoming experience. We are equally pleased that you enjoyed the dining experience, and your kind words will certainly be shared with our culinary team. Thank you once again for your generous recommendation. It was a pleasure to have you stay with us, and we very much look forward to welcoming you back on your next visit to Hanoi. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. X., Thank you for taking the time to share your feedback following your recent stay with us. We are pleased to hear that you enjoyed our new facilities, including the gym and sauna, and that you found our team to be friendly and professional overall. Your kind words about the atmosphere are truly appreciated. At the same time, we sincerely regret that certain aspects of your experience did not meet expectations. We appreciate your comments regarding the lounge food selection, as well as your observations about the breakfast service. Your feedback will be shared with our culinary and service teams to ensure we improve both variety and service flow. We also apologize that your check-in experience did not reflect the level of warmth and enthusiasm we strive to provide. Please rest assured that this will be addressed with our front office team to enhance our guest welcome experience. Thank you once again for your valuable insights. We hope to have the opportunity to welcome you back and provide you with a more seamless and enjoyable stay. Yours sincerely, Phan Thi Phuong Lien Guest Relations Manager

Dear Mr. N., First and foremost, please allow us to sincerely thank you for your continued loyalty as a Platinum member and for choosing to stay at Fairmont Hanoi. We truly value your trust in us, and it is always our intention to recognize and reward our loyal guests in a meaningful way. We regret that on this occasion, we were unable to offer an upgrade that met your expectations. While upgrades are subject to availability, we fully understand how important this benefit is, and we are sorry if your experience did not reflect the appreciation you deserve as a loyalty guest. We hope to have the opportunity to welcome you back for a much-improved experience in the near future. Yours sincerely, Jean Francois Brun General Manager

Dear Mr. Y., Thank you very much for taking the time to share your detailed feedback following your stay at Fairmont Hanoi. We are truly pleased to know that you appreciated our facilities, breakfast quality, and the warm hospitality of our team. Your kind words are a great motivation for all of us at Fairmont Hanoi to continue delivering exceptional experiences. Please accept our apologies for the inconvenience caused by the light switch panels, which made it difficult to operate them at night. Additionally, thank you for highlighting the limited signage to the bathhouse. We understand how this could cause confusion, and we will review the directional signage to ensure it is clearer and more convenient for our guests.Your feedback has been shared with our related departements for careful review and improvement. Your valuable suggestions help us improve our facilities and enhance the overall guest experience. We truly appreciate your insights and hope to have the opportunity to welcome you back for an even more seamless stay in the future. Yours sincerely, Jean Francois Brun General Manager