酒店回复: Dear Valued Guest,Thank you for taking the time to share your detailed feedback about your recent stay with us. We sincerely apologize for the inconveniences and disappointments you experienced. Please allow us to address your concerns one by one.1. Replenishment of Snacks and Drinks: We deeply regret the oversight in replenishing the complimentary snacks and drinks in your room. We understand how this could have caused frustration, especially when it seemed your concerns were not being acknowledged. Moving forward, we are reinforcing our procedures with our housekeeping team to ensure that all rooms are consistently restocked daily without exception. Additionally, we will be implementing a verification system to avoid any similar misunderstandings in the future.2. Provision of Flip-Flops: We apologize for the lack of communication regarding the provision of flip-flops when transitioning from a beach villa to an overwater villa. We are updating our guest welcome information to include clear instructions on what amenities will be available in each type of villa. We will also ensure our team informs guests directly during the transition between villas to avoid any confusion.3. Cleanliness and Pest Control: We are truly sorry for the unpleasant encounter with a cockroach in our restaurant and the delayed response from our staff. Please be assured that we take hygiene and cleanliness very seriously. We have already intensified our pest control measures and conducted additional staff training to ensure prompt and effective handling of such situations. We are also reviewing the cleanliness standards of our dining areas to ensure that issues like sticky placemats are addressed immediately.4. Water Quality: We understand the shock of encountering discolored water and apologize for the inconvenience. This is certainly not the standard we aim to uphold. We have already conducted a thorough inspection of our water supply system and taken corrective measures to prevent such occurrences in the future. Our maintenance team will be conducting more frequent checks to ensure the water quality remains consistent and safe for all our guests.We truly appreciate your feedback as it helps us improve our services. As a token of our sincere apologies, we would like to offer you [a complimentary service or discount] on your next stay with us. We hope you will give us another opportunity to provide you with the flawless experience that you deserve.Once again, we apologize for the inconvenience and thank you for your understanding. We look forward to welcoming you back in the future.感谢您抽出宝贵时间与我们分享您最近入住期间的详细反馈。对于您所经历的不便和不满，我们深表歉意。请允许我们一一回应您的问题。1. 补充零食和饮料： 对于我们未能及时补充房间内的免费零食和饮料，我们深感歉意。我们理解这一疏忽可能引发您的不满，尤其是在您感觉到自己的关切未被重视的情况下。为避免类似情况再次发生，我们将加强我们的清洁团队的操作流程，确保每日不例外地为每间房间补充所需物品。此外，我们将实施验证系统，以防止此类误解再次发生。2. 人字拖的提供： 对于从沙滩别墅转移到水上别墅时没有提供人字拖的情况，我们深表歉意。我们正在更新客人的欢迎信息，以明确说明每种别墅类型将提供的设施。我们还将确保在客人转移别墅时，我们的团队直接告知相关信息，以避免任何混淆。3. 清洁度和虫害控制： 对于您在餐厅遇到蟑螂的不愉快经历以及工作人员未能及时回应的问题，我们深感抱歉。请放心，我们非常重视卫生和清洁问题。我们已经加强了虫害控制措施，并进行了额外的员工培训，确保能及时有效地处理此类情况。同时，我们正在审查餐饮区的清洁标准，以确保粘性的餐垫问题得到及时解决。4. 水质问题： 我们理解您看到水变色时的震惊感，并为此带来的不便深表歉意。这绝不是我们期望提供的标准。我们已经对供水系统进行了全面检查，并采取了纠正措施，以防止此类问题再次发生。我们的维护团队将增加检查频率，以确保水质始终保持一致，并且对所有客人都是安全的。我们真诚感谢您的反馈，因为它有助于我们改进服务。作为我们诚挚歉意的一部分，我们希望为您下次入住时提供 [一项免费服务或折扣]。我们希望您能给予我们另一次机会，为您提供应得的完美体验。再次对给您带来的不便表示歉意，感谢您的理解。我们期待未来能再次欢迎您光临。此致，Warm regards,Gilbert SteinerResident Manager
酒店回复: 您好，感谢您的反馈，抱歉在您的入住期间关于一价全包的内容有所误会，如果您还在岛，请联系管家进行预定和澄清: 1). 赠送的SPA和赠送的面部肤质测试是两个不同项目，您可以联系管家预约免费的45分钟SPA；2). 岛上7个餐厅，其中Ranba、Ralu开放早午晚餐，其余餐厅只开放晚餐，所以可能造成您误会只有2个餐厅，需要预约的晚餐餐厅可以通过管家预订用餐哈。希望您入住愉快！Marhaba from Heritance Aarah! Thank you for the comments on Ctrip, and we apologize for the misunderstanding happened during your stay. If you are still in-house, please kindly contact your butler for the clarifications and reservations. 1). The complimentary SPA and complimentary skin test is two different activities, and you can book your 45min complimentary SPA through your butler; 2). There are total 7 restaurants in the resort, and Ranba and Ralu are open for three meals a day, while other restaurants open for dinner, and therefore, you might have been under the wrong impression that only 2 restaurants opened. For the dinner restaurants where prior reservations are required, you can also make a contact to your butler. We wish you a pleasant stay!
We stayed here for four nights and had an impressive vacation. The food and drinks are of high quality, and the staff is really nice. Many thanks to our butler Jinaan. He's very kind and ready to help.瑰宝岛的海很漂亮，食物也不错，总体都挺好吃的，几个酒吧的氛围也很好。我们没有特意预约中文管家，分配到的是Jinaan，基本上有求必应，如果对浮潜要求不高的话还是很推荐的。
很棒的岛屿
房间不大但够用，就说说不满意的地方吧:
1.入住期间每间房给免费补充零食和饮料，在管家和打扫人员都给了小费的前提下，入住第二天竟然没给补零食。管家帮忙协调后，酒店居然一口咬定说已经补过，仿佛是我不诚信一样。东西虽小，但原则问题决不让步，继续通过管家交涉，最后终于补齐了原本该有的小零食。
2.一般人可能都是先沙后水吧，沙屋里每人有双人字拖，但到水屋就没有了。这点从没人提醒，我以为换到水屋会有新的，就没带过去，幸好我带了自己的人字拖。
3.我不是第一次来马代，但却是第一次在马代见到大蟑螂。就在水屋旁的餐厅，一只生猛的小强在餐垫的缝隙里快速游走，把毫无思想准备的我吓得大叫。餐厅的服务员视若无睹，直到我自己换了张桌子后很久，才过来一个貌似是负责人的对我说了下抱歉。而且有的餐垫有点粘，不知多久会做一次清洁。
4.有天水屋清早打开龙头全是黑褐色的液体，半天缓过神来我才想起来赶紧拍个照留念。
7家餐厅只允许进2个餐厅吃饭，其他客人全部餐厅都可以进，我们不可以，说好的SPA按摩，结果只是测试.
Heritance体验真的超级超级棒！食物好吃度高达99%，且服务也很好，最最重要的是我们遇到一个超级棒的管家Kylin！这里必须提到他！我们每天夸一路的room manager，给我们的行程安排的特别好，不论是时间还是各种餐厅的细节安排，以及一些注意事项，真的一个好的管家直接让我们这次旅行幸福指数up！每天都过得很充实，而且海景超绝！
位置在马尔代夫瑰宝岛，是一价全包岛，非常不错，从下飞机就有酒店的工作人员到水飞，然后上岛，有专门的管家来服务，整理岛的环境 房间的环境 都是绝绝子，更要提的是我们的管家kyaw 细心 耐心 用心，什么时候联系他都是第一时间出现解决问题。最后说回瑰宝岛，它是马代最好的岛，不接受反驳。10🌟推荐
We stayed here for four nights and had an impressive vacation. The food and drinks are of high quality, and the staff is really nice. Many thanks to our butler Jinaan. He's very kind and ready to help.瑰宝岛的海很漂亮，食物也不错，总体都挺好吃的，几个酒吧的氛围也很好。我们没有特意预约中文管家，分配到的是Jinaan，基本上有求必应，如果对浮潜要求不高的话还是很推荐的。
这次来到瑰宝太值了，一价全包太省心，沙滩洁白海水清澈，工作人员热情友善，浮潜看到超多鱼群。管家kylin服务贴心周到。晚上伴着海浪声入睡，完全不想离开。房间私密性拉满，马尔代夫的美好全在这里了！
超贴心的马尔代夫度假体验，感谢管家Iru的全程守护！ 这次和爱人在马尔代夫的旅行，因为管家Iru的存在变得格外完美！从我们上岛开始，他就把所有行程安排得妥妥当当——不管是出海浮潜、沙滩晚餐，还是SPA预约，每一项都提前沟通好细节，完全不用我们费心。 最打动我们的是他的响应速度，不管是临时想调整行程，还是有任何小需求，只要联系他，总能第一时间赶来帮忙，耐心又周到。有这样靠谱的管家在，我们才能彻底放下顾虑，好好享受和爱人的度假时光。 真心推荐！如果再来马尔代夫，一定还想遇到Iru这样专业又暖心的管家～
定了四天的行程，整体感觉超出预期。管家IRU安排的非常周到，有求必应。海水美的不可思议，大片白沙滩和果冻蓝泻湖。唯一不足是如果爱好浮潜，水屋附近的海水里鱼类并不是很多。食物非常美味，每天都很撑。
kyaw 非常感谢我们的管家，一个会中文的管家，给了我们这次旅行一次非常完美的体验，期待下次的相遇 我会向所有人推荐瑰宝酒店，这里吃的非常多，我都胖了，推荐下次酒店可以举办一些舞会酒会，大家可以一起载歌载舞，共同认识更多的朋友，还可以运动