酒店回复: Dear Qpkemixiaozi,It was a pleasure to have you with us during your recent holiday. Thank you for choosing our hotel. We always do our very best to provide a wonderful experience for all of our guests and this generous review that you shared is a proof that we succeeded. Thank you for taking the time share it. We also appreciate that you highlighted our spacious and clean rooms, the ideal location of our restaurant and our convenient location. We hope to welcome you again in the future. Always keep safe and healthy.Kind Regards,Ms. Vina A. PioSales & Communication Manager

酒店回复: 尊敬的宾客：感谢您选择入住我们酒店，并抽出宝贵时间分享您的入住体验。我们很高兴得知您认为我们酒店位置便利，方便您前往芭东海滩、夜市和欣赏晚间表演。此外，我们也欣慰地得知您对我们的清洁度感到满意。然而，对于您整体入住体验不佳，我们深感遗憾，并真诚地向您致歉，未能为您提供一次美好的体验。我们将着手解决导致您入住体验不佳的问题。对于酒店设施，我们很抱歉未能达到您的预期。请您放心，我们的酒店管理团队正在研究改进方案，以提升酒店设施。此外，我们已开始更换部分客房的空调，并将持续进行，直至所有客房的空调全部更换完毕，为宾客提供更舒适的入住体验。关于客房隔音和门链的问题，我们已将您的意见反馈给酒店管理团队，以便他们进行评估，特别是改进客房的隔音效果。关于门链，您入住的房型均配备有门链。对于早餐的种类和口味未能达到您的预期，我们深表歉意。虽然许多客人称赞我们的早餐种类丰富、味道鲜美，但我们也理解每个人的喜好各不相同。请放心，我们已将您的反馈转达给行政总厨，以便他们进一步审核和改进。对于我们前台的中文服务人员，由于会说中文的员工人数有限，给您带来的不便我们深感抱歉。我们理解这项服务的重要性，尤其是在接待中国客人时。酒店管理团队目前正在研究如何进一步提升这项服务。酒店入口通道两侧均已安装照明灯，但我们理解这些照明可能不够。我们的维修团队正在检查该区域，评估需要增设照明灯的位置。感谢您提出女性独自旅行时可能遇到的安全隐患。我们向您保证，自酒店开业以来，从未发生过此类事件。对于我们以客户为中心的服务理念，得知您此次的体验让您失望，我们深感抱歉。我们始终在标准政策范围内，尽可能优先满足宾客的需求。关于您预订遇到的问题，我们深表歉意。由于我们的在线合作伙伴收到了不同日期的多个预订，导致了混乱。请放心，我们正在与在线合作伙伴密切合作，以防止此类问题再次发生。我们不断努力改进服务的各个方面，真诚地希望您能再次选择入住我们酒店，给我们一次弥补的机会。此致，Vina A. Pio 女士销售与沟通经理Dear Valued Guest,Thank you for choosing to stay with us and for taking the time to share your feedback regarding your stay. We are delighted to know that you found our location convenient as it provided you easy access to the Patong Beach, night market and evening shows. Additionally, we are glad to learn you were satisfied with our cleanliness. However, we are sorry to hear that you were unhappy with your overall experience and we extend our sincerest apologies that we failed to provide you with a wonderful experience. We would like then to address these issues that made your stay unpleasant. For our hotel facilities, we are sorry it did not meet your expectations. Please rest assured that our hotel management team are currently reviewing ideas that we will implement to enhance this aspect. In addition, we have already started replacing the air conditioning unit in some of our rooms and we will continue to do so until all air conditioning unit of all of our rooms will be replaced to provide more comfort to our guests. For our room soundproofing and door chains, we already shared your comments with our hotel management team for review particularly in improving the room insulation. As for the door chains, these are available in the room type you stayed in. For the breakfast selection and taste, we are sorry it did not meet your expectations. While many of our guests have praised our breakfast for its variety and delicious taste, we understand that preferences may vary. Please rest assured that your feedback has been shared with our Executive Chef for further review and improvement. For our Chinese-speaking team member particularly at the front desk, we are sorry for the inconvenience caused by the limited numbers of our team who can speak Chinese Language. We understand the importance of this especially we have Chinese guests. Our hotel management team are currently looking into ways to further improve this service. For the hotel’s entrance pathway, there are lights installed on both sides but we understand these may not be enough. Our maintenance team are now inspecting the area to asses where to install additional lights. We appreciate you sharing your concern for it being unsafe to female solo travelers. We would like to assure you that since we opened our hotel, there is no such incidents that occurred. For our customer-centric service, we are sorry to know your disappointment. We always prioritize our guests’ needs as much as possible and within our standard policies. Regarding your case pertaining to your reservation, we sincerely apologize for the inconvenience you experienced. We received separate reservations for separate dates from our online partner which led to confusion. Be assured that we are now working with our online partners to prevent this issue from happening again. We are continuously working to improve every aspect of our offerings and we sincerely hope you will grant to us the opportunity to make it up to you by trusting to stay with us again in the future.Kind Regards,Ms. Vina A. PioSales & Communication Manager

酒店回复: Dear Pangdunyu,Thank you for choosing to stay with us during your recent holiday on this island and for sharing this fantastic review of your experience. While we understand that there were aspects of your stay that did not fully meet your expectations, we are delighted to learn that you were still satisfied with your overall experience and enjoyed your time with us. We truly appreciate that you highlighted our excellent location which provides an easy access to Patong Beach and various shops like 7-eleven, massage shops and restaurants while still being peaceful and away from the noise of the city. We are also glad that you appreciated the complimentary room upgrade that we arranged for you. Please know that we truly value your kind words about this gesture, as well as your positive comments to our cleanliness and our swimming pool service. Regarding your comment about our hotel being a bit outdated and our breakfast being a little basic, please know that we highly noted your feedback and already shared with our hotel management for further review and for improvement. We may have few shortcomings but we are thankful that you still recommended us. We ensure that we will continue improving our accommodation and services to deserve your recommendation. We hope to welcome you again in the future for a much better experience. Always keep safe and healthy.Kind Regards,Ms. Vina A. PioSales & Communication Manager

酒店回复: Dear Valued Guest,It was a pleasure to have you here with us during your recent holiday. Thank you for trusting our accommodation and services and for taking the time to share this positive review of your stay. We are delighted to learn that you were satisfied with our overall service and that you enjoyed your time with us. We are also pleased to know that you found our pricing aligned with the services we provide. Please rest assured that we highly noted your feedback about the clothes hanger in the room and this has been shared with our Housekeeping Manager for inspection and for necessary improvements. As for the air conditioning on the first floor of the room type that you stayed in, not all rooms of this room type have air conditioning on the first floor as some of it have wall fan instead. We are sorry that the room you stayed in had only wall fan and we apologize for the inconvenience. Please be assured that your feedback has been shared with our Hotel Management Team and they are currently inspecting the rooms and reviewing plans to install air conditioning on the first floor of the rooms which air conditioning is not yet available. We hope you will come back to stay with us again in the future. Always keep safe and healthy.Kind Regards,Ms. Vina A. PioSales & Communication Manager

酒店回复: Dear Ruibihu,Our deepest thanks for choosing to stay with us and for sharing this fantastic review regarding your experience. We are pleased to know that you enjoyed every aspect of your stay and had a comfortable and relaxing time with us. We appreciate that you highlighted the accessibility of our location to restaurants, shopping malls and beach while still enjoying its peaceful atmosphere and our excellent breakfast. We hope to welcome you again in the future. Always keep safe and healthy. Kind Regards,Ms. Vina A. PioSales & Communication Manager

酒店回复: 尊敬的宾客：感谢您选择入住我们酒店，并分享您宝贵的入住体验评价。对于您此次入住体验的不愉快，我们深感抱歉，并致以最诚挚的歉意。我们希望借此机会解释导致您入住体验不佳的原因。我们的房价按房间每晚计算，具体价格取决于房型。除非有额外客人入住且该客人未包含在原预订中，否则我们不会按人头收费。经查阅您的预订和入住详情，您支付的每晚房价是您预订房型在您入住期间的标准价格（两人入住）。然而，由于有额外客人入住且该客人未包含在原预订中，因此我们将收取额外费用。根据我们的政策，额外客人需支付加床费用，费用包含与原预订客人相同的服务。然而，由于您要求更优惠的价格，我们对额外客人收取了调整后的费用，该费用仅包含住宿（房间）费用，不包含其他服务项目。对于额外客人的服务项目未能清晰说明，我们深表歉意。请放心，我们已采取进一步措施，确保所有预订详情，包括额外客人的服务项目，都将在您办理入住手续时提供。我们的团队，特别是前台团队，一直以来都以热情周到的服务著称，许多客人都称赞了他们的这些优点。然而，我们很遗憾您的体验未能体现这一点。我们已将您的反馈转达给他们，以帮助他们进一步改进。关于每日的卫生纸和瓶装水，这些物品由我们的客房服务团队在清洁房间后放置。我们查阅了您入住房间的客房服务记录，确认在您入住期间，我们每天都为三位客人提供这项服务。关于床垫，我们最近更换了所有房间（包括您入住的房间）的床垫。得知您觉得床垫不舒服，我们深感抱歉。如果您入住期间我们知晓此事，我们将很乐意为您提供其他选择，例如更换同类型房间，或移除/添加床垫，以确保您感到舒适。对于此次住宿体验未能达到您的预期，我们深表歉意。我们一直在持续评估客房价格和服务的各项细节，以确保价格合理且具有竞争力。再次向您致以诚挚的歉意，感谢您选择入住我们酒店。祝您平安健康。此致，Vina A. Pio 女士销售与传播经理 Dear Valued Guest,Thank you for choosing to stay with us and for sharing this valuable review about your stay. We are truly sorry to hear your disappointment with regards to your experience and we extend our sincerest apologies. We would like then to take this opportunity to address these issues that made your stay unhappy. For our room pricing, all of our room rates are charged per room per night based on the room type. We do not charge per person unless there is an additional guest staying who is not included in the original reservation. Upon reviewing the details of your reservation and stay, the nightly rate you paid were for two guests was the standard rate for the room type that you reserved during the period of your stay. However, as there was an additional guest staying in the room who was not included in the original reservation, additional charge will be applied. Under our policy, the additional guest will be charged for an extra bed with the same inclusive as provided to the guest listed in the original reservation. However, as you requested a better rate, we applied an adjusted charge for the additional guests which covered the accommodation (room) only and did not include another inclusive. We apologize that the inclusive for the additional guest were not clearly explained. Rest assured that we have taken further steps to ensure that all reservation details, including the inclusive for any additional guests will be provided during check-in process.For the service provided by our team particularly at the front desk, their helpful and attentive service were consistently recognized, as many of our guests praised them for these qualities. However, we are sorry that this did not reflect in your experience. Your feedback has been shared with them for further improvement. For the daily supply of toilet paper and bottled water, these items were placed in the room by our housekeeping team after cleaning. We reviewed the housekeeping records for the room you stayed in and this service was provided daily in your room for the entire period of your stay for three guests.For the mattress, we have recently replaced all mattresses in all of our rooms including the room you stayed in. We are sorry to hear then that you found it uncomfortable. Had we known this during your stay, we would have been happy to offer you alternatives such as a room change for the same room type or we will remove or add toppers, to make you feel comfortable.For the value of stay, we deeply apologize that you felt you did not receive the value you expected. We are continuously reviewing our room pricing and every aspect of our services to ensure they are in line with each other and competitive. Once again, please accept our heartfelt apologies that you were not pleased with your stay. Please know that we truly appreciate that you chose to stay with us. Always keep safe and healthy.Kind Regards,Ms. Vina A. PioSales & Communication Manager