Dear valued guest, Thank you for sharing your feedback. We are delighted to know that you felt well taken care of throughout your stay and appreciated our spacious rooms, comfortable bedding, and friendly service across our departments. Your kind recognition of Paul, our Executive Lounge team, and our breakfast colleagues is greatly appreciated. We are pleased to hear that you plan to return when business brings you to West Hanoi, and we look forward to welcoming you back to Mövenpick Living West Hanoi. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your excellent rating and continued trust in Mövenpick Living West Hanoi. We are delighted to know that you always feel comfortable staying with us and appreciate the kindness and thoughtfulness of our team. Your continued support means a great deal to us and is a wonderful encouragement to our colleagues. We look forward to welcoming you back and making each stay just as comfortable and enjoyable. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your excellent rating and kind feedback. We are delighted to know that you had a great experience and appreciated the friendly and professional service provided by Mr. Dung at Reception and Ms. Ly at our restaurant. We will be pleased to share your kind recognition with them. Thank you for choosing Mövenpick Living West Hanoi, and we look forward to welcoming you back soon. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear Mr. Huynh T. P., Please accept our sincere apologies for the service shortcomings you experienced during your stay. We regret that the handling of the repeated access card issue did not demonstrate the level of care and acknowledgment you rightly expected. We are also very sorry that the replacement towel had an unpleasant odor. This falls short of our hygiene and housekeeping standards, and we understand your disappointment. Your feedback is important to us, and we will follow up closely with our team to address these concerns and reinforce our service and quality standards. We sincerely regret that we did not provide you with the experience you deserved and hope to have the opportunity to regain your confidence in the future. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you for sharing your feedback with us. We are pleased to know that you enjoyed our convenient location, quick check-in, and comfortable room. At the same time, we sincerely apologize that our room service did not fully meet your expectations. We appreciate your honest feedback and will review this area carefully with our team to improve the consistency of our service. We truly value your feedback and hope to have the opportunity to welcome you back for an even better experience. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your excellent rating and for sharing such thoughtful feedback. We are delighted to know that Carrie, Sophia, and Nick made a positive impression through their warm, attentive, and caring service. We truly appreciate your kind recognition of our team. Your compliments are very meaningful to us, and we will be pleased to share them with Carrie, Sophia, and Nick. We look forward to welcoming you back to Mövenpick Living West Hanoi for another warm and enjoyable stay. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear Mr. D. N., Thank you for taking the time to share your feedback with us. I am truly sorry to learn that the room condition, furnishings, and overall atmosphere did not meet your expectations. We sincerely regret that we were unable to provide you with the experience you expected from Mövenpick Living West Hanoi. Please allow us the opportunity to make things right. I sincerely hope you will give us another chance to welcome you back. I am personally confident that we can address the shortcomings you experienced during this stay and provide you with a much better experience next time. Your feedback is very valuable to us, and we will take it seriously as we continue working to improve our rooms and services. We would be truly delighted to have the opportunity to welcome your family again and show you the improvements we can make. Warm regards, Van Tan Nguyen Front Office Manager Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your excellent rating and for sharing such a thoughtful review. We are delighted to know that you enjoyed your stay and appreciated the efforts made to arrange your rooms on the same floor, as well as the late check-out. It is especially wonderful to hear your kind recognition of Manh Nguyen (Mr. Marco). We will be pleased to share your compliments with him. We are also glad that you enjoyed the friendly service, pleasant breakfast, and convenient location. Thank you once again for your kind words and for choosing Mövenpick Living West Hanoi. We look forward to welcoming you and your party back again soon. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear Mr. A. X., Thank you for taking the time to provide such detailed feedback. While I am pleased to know that you were happy with our breakfast, our team and the overall service, I am very sorry that two important details affected your experience. First, the condition of the toilet upon your arrival should have been identified and properly checked by our Housekeeping team before the room was released. I sincerely apologize that this was missed and that you had to take care of it yourself. We will reinforce the final room inspection process to ensure such details are properly verified. I am particularly sorry about your check-out experience. Your request to have the charges properly consolidated was not followed, and having to deal with an additional charge after you had already left the hotel — especially when you were under time pressure with your taxi waiting for the airport — was understandably inconvenient. We should have completed the billing accurately before your departure and avoided asking you to return to the hotel. I have shared this feedback with our relevant teams so that we can review the process and prevent similar billing errors from happening again. Thank you again for highlighting these issues. Your positive comments about our team and breakfast are greatly appreciated, but we also take the shortcomings you experienced seriously. We hope to have the opportunity to provide you with a much smoother experience on your next stay. Warm regards, Oh Jung Hyun General Manager Mövenpick Living West Hanoi

Dear Ms. V., Thank you for sharing your honest feedback with us. I am pleased to know that you enjoyed our location, the surrounding dining options, our design and lobby, and that our Front Office team made a positive impression. At the same time, I am genuinely sorry that your experience at the basement parking left you feeling upset. Regardless of whether the security service is operated by an external partner, they are part of the overall experience our guests encounter when staying with us, and we take your comments seriously. The manner in which your brother was spoken to, as well as the response you received when asking about the parking fee, was not the level of courtesy we expect. I have shared your feedback with the relevant management team and our security service provider so that the incident can be reviewed and the appropriate corrective action taken. We will also look into the unpleasant smell you experienced in one of the elevators and reinforce our monitoring of this area. I am particularly sorry to hear that this experience made you reconsider staying with us. We appreciate you bringing these matters to our attention, as they give us a clear opportunity to improve aspects of the guest journey beyond the hotel room itself. I hope we will have an opportunity to welcome you and your family again and provide the experience you should have received from the beginning. Warm regards, Oh Jung Hyun General Manager Mövenpick Living West Hanoi

Dear Mr. Darrell C., Thank you for sharing your feedback. We are pleased to know that you enjoyed the quality and comfort of our rooms and facilities. At the same time, please accept our sincere apologies for the disturbance caused by the renovation works on Sunday morning. We fully understand how unpleasant it must have been to be awakened by noise at 7:00 AM. We've seriously taken your feedback into consideration to improve how such activities are managed and communicated to our guests. We sincerely hope to have the opportunity to welcome you again and provide you with a more comfortable and peaceful stay. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your wonderful feedback and excellent rating. We are delighted to know that you enjoyed our modern and clean rooms, seamless service, and convenient location. Your kind recognition is greatly appreciated by our team. We look forward to welcoming you back to Mövenpick Living West Hanoi for another enjoyable stay. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear Value Guest, Your review brought a genuine smile to our team, especially the story about your daughter and our Bún Thang. We are so happy to know that this very Hanoian dish could bring her a little comfort during your family’s stay, and it would be a pleasure to welcome her back for another bowl on your next visit! It is also wonderful to hear that, after several stays with us, Mövenpick Living West Hanoi continues to be a place your family chooses to return to. Your kind words about our service, food and the value you experience through the ALL Accor App mean a great deal to us. I will be especially pleased to share your compliments with our Com Vong team. Knowing that their food and hospitality have become part of your family’s memorable moments is one of the most rewarding compliments they could receive. Thank you for your continued trust and for the warm recommendation. We look forward to welcoming you and your family back very soon — and hopefully, to another Bún Thang moment! Warm regards, Oh Jung Hyun General Manager Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your perfect rating and wonderful feedback. We are delighted to know that you continue to enjoy our excellent service, welcoming team, and property. It is especially rewarding to hear that our Executive Lounge team provided attentive and thoughtful service during your stay. We will certainly share your kind recognition with the team. We truly appreciate your continued support and look forward to welcoming you back to Mövenpick Living West Hanoi. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your excellent rating and kind feedback. We are delighted to know that you had a delightful stay and appreciated our well-appointed hotel and convenient location in Hanoi. We truly appreciate your support and look forward to welcoming you back to Mövenpick Living West Hanoi. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your perfect rating and wonderful feedback. We are delighted to know that you received exceptional service from Kent and Jerry. We will be sure to share your kind recognition with them. Your appreciation is a wonderful encouragement to our team. We look forward to welcoming you back to Mövenpick Living West Hanoi. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your wonderful review and for choosing to stay with us for the second time. It is truly rewarding to know that Mövenpick Living West Hanoi continues to leave such a positive impression. We are delighted that you enjoyed our warm hospitality, elegant modern design, impeccably clean rooms, and the attentive service of our team. Knowing that you feel genuinely welcomed and continue to appreciate our location and facilities means a great deal to all of us. Your kind recommendation and continued trust are deeply appreciated. We look forward to welcoming you back again and again, and to making each visit just as memorable as the last. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear valued guest, Thank you very much for your perfect rating and wonderful feedback. We are delighted to know that you enjoyed our well-maintained rooms and appreciated the kind, professional, and helpful service from our team. It is also wonderful to hear that you enjoyed our breakfast and found it well worth choosing during your stay. Your kind words are a great encouragement to us. We look forward to welcoming you back to Mövenpick Living West Hanoi for another perfect stay. Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi

Dear Mr. W., Thank you very much for taking the time to share your feedback with us. First and foremost, please accept our sincerest apologies for the condition of the room during your recent stay. The stain you encountered clearly fell short of the standards we strive to maintain, and we fully understand your disappointment, especially as you have stayed with us many times and previously had positive experiences. We would also like to sincerely apologize for the lack of appropriate follow-up from our team when you mentioned the issue at check-out. We acknowledge that we should have taken your feedback more seriously and handled the situation with greater care and attention. Please rest assured that your comments have been shared with the relevant teams and will be carefully reviewed, particularly our room inspection and housekeeping procedures, as well as our communication at check-out. Your feedback is valuable in helping us identify where we need to improve and prevent a similar experience in the future. As a gesture of our sincere apologies and appreciation for your understanding, we would be pleased to offer you a complimentary room upgrade along with Lounge Access, so that we may have the opportunity to provide you with the experience and level of service you have come to expect from us. We truly hope you will give us another opportunity to welcome you back. It would be our pleasure to personally ensure that your next stay is a much more comfortable and memorable one. Once again, please accept our sincere apologies, and thank you for bringing this matter to our attention. Thank you & Warm regards, General Manager Oh Jung Hyun Mövenpick Living West Hanoi