Dear Dragana,Warm greetings from Hoi An and Hotel Royal.May I begin by saying how sorry I was to learn that your recent stay with us did not live up to your expectations as we have a duty to ensure that as an MGallery property every guest who walks through our doors has a memorable and enjoyable experience. Thank you for promptly responding to my personal email to you, earlier today, to gain more detailed insights from you, allowing a better understanding of what was missing from your expectations.Thank you for reviewing the Pro and Cons of your recent stay with us. I like to take this opportunity to reply to each point as you have reviewed as a Pro & Con.Pros:1. We are pleased to review that your Royal Deluxe Room in our Sotaro building was as expected from your initial time of booking2. Thank you for recognizing the high level of cleanliness and comfort of the room that you residing in.Cons:1. Breakfast Restaurant service – I have shared your comments with the team and guided them for higher levels of attention and awareness on a more seamless level of service, even in periods where we do experience a peak and intense rush of guests all wishing to dine for breakfast at the one time. Along with higher attention to detail of liquid spills on seating from beverages at breakfast.2. Bathroom amenities – thank for your clarifying in your email to me a couple of key points that I know we can address and find solutions in a short period of time.3. Swimming Pool Water – please be assured that we have a strict daily regime of testing and checking the swimming pool water twice a day and taking preventative actions to adjust required chlorine levels to ensure the highest quality water. I have already met with the Chief Engineer today to re-confirm our daily process for checking and treating the swimming pool water. This is the first occurrence since re-opening in July 2022 that any illness from using the hotel swimming pools has been raised. However we will be conducting an external test of the water to ensure maximum safeguard.4. We are continually working to ensure the highest level of presentation of the hotel and our rooms at all times. We have a scheduled monthly plan to address immediately short-term repairs and painting. We are in communication with the owning company to work through a plan of renewal for areas and items around the hotel that maybe starting to look run down.I hope my reply reassures you that as the General Manager of Hotel Royal Hoi An - MGallery I am truley dedicated in taking concrete action regarding the feedback we receive and do not simply pay “lip service” to our valued guests’ comments as I would like nothing better than by having the chance to welcome you again to experience the true meaning of a memorable Hotel Royal Hoi An sojourn.Yours sincerely,STUART MURPHYGeneral Manager

Dear Mr. Melih, Warm greetings from Hotel Royal Hoi An – MGallery. Thank you for taking the time to review your recent stay with us this month. I have followed up on your specific feedback about some difficulties that you experienced during you stay with English communication. I have identified that the key time of the day that you experienced some in-convenience was very late in the evening after 10pm when contacting reception. We understand where the problem has occurred and we are working to develop and assist our night duty team in strengthening their English communication. We always make every attempt to employ new guest service employees with the highest levels of English communication. As Hoi An is not a major city and has a stable population with a small number of inter-province residents, there is a limited base to draw upon for Hospitality and Tourism employees with the level of English we would ideally desire. In general our overall level of English communication with the greater majority of our Reception team is of a good standard. Please be assured that we have constructively taken your feedback onboard for targeted improvement in the shortest possible timeframe. Once again we sincerely appreciate your review and highlighting some communication difficulties that you experienced. Yours sincerely, STUART MURPHYGeneral Manager