thank you so much

thank you so much

thank you so much

Dear ms,On behalf of Oriana Management team, Thank you for your sharing your experience in our hotel even We are not sure that is the true or false. Also we would like express my deepest sympathy for your loss, I think it’s reason make your mental didn’t calm during your travellingBased on your comment, We would like to let other guests know the truth what was happened during your stay Firstly, when you arrived at our hotel, you said you had just left from another bad hotel (Now we wonder if all hotels are bad to your feeling?) After checking in, You said “Everything is great from the room and staff and service”. Then after 1 night staying in our hotel, you came down and still said “everything was great, you got a good sleep.” You was really happy until the weather outside was so hot and your plan was changed when you have to leave Vietnam earlier. You had to cancel the Halong bay trip before departure day, the cruise charged you 30% of cancellation fee, THE PROBLEM STARTED FROM NOW!!!Then you feel uncomfortable. You said you feel noisy from the bar near the hotel, but there isn’t any bars or clubs next to our hotel. Obviously, there wasn’t any noisy problem at the first night. If anyone could find any bar near/next hotel, We would offer them 1 week stay for FREE for sureSecondly, about the guy come to wrong room, he is another guest went wrong floor, he just went to knock the wrong room. Now we still have video in camera in front of your room to show that it really an accident wrong room without any harmful. But you reported to Expedia that “there was a man broke into your room” – its not the truth. Next, you want us have to free your room charge even the nights you stayed in our hotel. And you threatened us that if we don’t refund you room charge you will write all bad reviews for us. And we said that “we had all good reviews and real comment from other guests, we respect the truth. Hence, we don’t want to do that when we didn’t do anything wrong with you.” You force us have to give you back money and follow your demand. While our staff tried to explain for you that refund need to consider from the owner, then you said our staffs screamed at you. All your feelings and your mindset are quite difficult for us. When you back to your country, you tried to claim with your bank to take back the money you paid for room charge in our hotel while you stayed and used our service. Why could you do that? Please self-respectful!!! Finally, we do hope you can understand that running a business is not easy, especially after Covid-19, WE DON’T WANT TO EXCHANCE GOOD REVIEW BY REFUND. We know that working for Service Industry, we couldn’t pleased 100% guests but we always try our best to make guest’s feel comfortable and memorable during guest’s stay in our hotel. But for your case and your expectation, if there is any chance to change something in your situation, We couldn’t do anything better.We do hope that your mental will be calm soon. And you

thank you so much

thank you so much for your email .

Thank you so much for your review.

Thank you so much for your review.

Thank you so much for your review. I will pass your comments to our team to raise our working spirit .

Dear Ms. Cheryl Baxter and Mr. Ivon Baxter, Thank you for sharing with us your great comments and we are very glad to know that you had a truly valuable experience at Hanoi Emerald Waters Hotels. We were delighted to know that we were able to fulfill all of your expectations about our staff, rooms and services. Your compliments are really a great encouragement for all staff to keep up the good work. We will try our best to make our guests feel very much “at home” with us. Kind regards, Jasmine Do ( Ms ) Customer Service Manager

Thank you very much for choosing and staying with us at Hanoi Emerald Waters Hotel Trendy during your recent visit and for your great feedback. I am very pleased to read your comments. It is great to know that we can deliver the best service to you. We will make sure the continuous quality improvements. Your comments will be shared with the team to recognize their efforts. We do look forward to another opportunity of welcoming you back our hotel. Kind regards,

Dear Ms Susan McDonnel, Thank you very much for staying and giving us to have a chance of serving you for tour arrangement at Hanoi Emerald Waters Hotel Trendy during your recent visit and for your great feedback. I am very pleased to read your comments. It is great to know that our hotel service and facilities did meet your expectation. We will make sure the continuous quality improvements. Your comments will be shared with the team to recognize their efforts. All of the team have certainly enjoyed looking after you and looking forward to welcoming you back with us in Hanoi on your next trip! Kind regards, Jasmine Do ( Ms ) Customer Service Manager

Dear Mr. Carl M, Thank you for sharing your comments about your stay at our Hanoi Emerald Waters Hotel Trendy on Hotels.com community. It is great to know that our hotel services did meet your expectation. Especially, It is wonderful to hear your comments for our hotel staff who is trying to work hard in every single day to make all our guests satisfied and having an unforgettable experience. I will definitely share your comments for our team ( Jasmine, Jake, Lucas, Daniel and Kent ) to make them have a great motivation at work. Once again, thank you for your loyalty and we hope to welcome you back in your next visit in Hanoi! Kind regards, Kelvin Doan (Mr ) General Manager