مراجعاتNesta Hoian Resort & Spa

رد من مكان الإقامة: Dear Ms. JL830,Thank you very much for taking the time to share your feedback. We sincerely regret to hear about your disappointing experience during your stay, and we truly apologize for the inconvenience caused.We would like to clarify that upon your arrival, our team made every effort to address your concerns promptly. Although we are a newly opened resort and currently still in the process of enhancing some of our facilities, we always strive to be transparent in our listings and are actively working with our partners to ensure accurate and updated information is displayed across all platforms.Regarding your booking, we understand that you were initially not satisfied with the assigned room, and in good faith, we immediately arranged a change to a different room category to ensure your comfort. In total, you had the opportunity to experience two of our rooms during your stay. While we regret that these options did not meet your expectations, our intention was always to assist and support you in the best possible way, including cooperating on your cancellation request.We also followed up consistently with Trip.com regarding your cancellation, and our team had been actively waiting for their confirmation in order to proceed, as the booking was made through their platform and any change or refund must be approved by them.Please rest assured that we take your safety concerns seriously. We are already working with our design and engineering teams to further improve the layout and safety features in the bathrooms across all rooms. Your feedback is invaluable in helping us enhance our services and guest experience moving forward.Once again, we are truly sorry for any discomfort you and your family experienced, and we appreciate your bringing these matters to our attention. We hope to have an opportunity in the future to welcome you back under better circumstances and provide the stay you rightfully expected.Warm regards,Ms. TinaNesta Hoi An Resort & Spa

رد من مكان الإقامة: Dear Mr/Ms. NLeehk,Thank you so much for taking your precious time in giving us this wonderful review of our resort. We are glad to know you had enjoyed our overall resort service and offerings.We wish you the best and look forward to seeing you again!Best regards,Nesta Hoi An Team.