Avis : Muong Thanh Grand Bai Chay Hotel

Réponse de l'établissement: Dear Valued Guest,Thank you so much for taking the time to share your comments about the hotel.We are looking forward to receiving more feedback from you about the hotel’s service so that the we can improve service quality even better.We hope to welcome and serve you again at the hotel in the near future.Sincerely,Nguyen Thuy Trang (Mrs.)General Manager

Réponse de l'établissement: Dear valued customer, First of all, thank you very much for choosing Muong Thanh Grand Bai Chay Hotel for your trip and taking time to share your experience during your stay here. We are extremely grateful for your feedback through Trip.com. From these feedback, we have more motivation and encouragement to continue paying efforts to bring our customers the best quality of service. We hope that you have had a wonderful experience in Ha Long City and in Muong Thanh Grand Bai Chay hotel. Once again, thank you and wish you health and success. Sincerely, Nguyen Thuy Trang (Mrs.) General Manager Muong Thanh Grand Bai Chay hotel

Réponse de l'établissement: Dear valued customer,Thank you very much for choosing Muong Thanh Grand Bai Chay hotel for your saty and spending time to share your experience with us.We apologize to you for your unsatisfactory experience during your stay with us.We will check your feedback with our staff.Your feedback are very much appreciated and you have our commitment that all of your comments will be used to improve our services. We do hope that we will have a chance to show you our better services. Once again, our sincere thanks for your feedbacks and our apologies.Sincerely,Nguyen Thuy Trang (Mrs.)General Manager Muong Thanh Grand Bai Chay hotel

Réponse de l'établissement: Dear customer, First of all, thank you very much for choosing Muong Thanh Grand Bai Chay Hotel for your trip and taking time to share your experience during your stay here. We are extremely grateful for your feedback through Ctrip. From these feedback, we have more motivation and encouragement to continue paying efforts to bring our customers the best quality of service. We hope that you have had a wonderful experience in Ha Long City and in Muong Thanh Grand Bai Chay hotel. Once again, thank you and wish you health and success. Sincerely, Nguyen Thuy Trang (Mrs.) General Manager Muong Thanh Grand Bai Chay hotel

Réponse de l'établissement: Dear Valued Guest,Thank you so much for taking the time to share your kind feedback with us.We’re truly delighted to hear that you had a pleasant stay. From our scenic surroundings and convenient location to our comfortable rooms and diverse dining options, your satisfaction means the world to us.Our team works hard to create memorable experiences for every guest, and it's incredibly rewarding to know our efforts made a difference during your visit.We sincerely look forward to welcoming you back soon for another wonderful stay.Warmest regards,Nguyen Thuy Trang (Mrs.)General Manager

Réponse de l'établissement: Kính gửi quý khách hàng, Lời đầu tiên xin chân thành cảm ơn quý khách đã lựa chọn Khách sạn Mường Thanh Grand Bãi Cháy cho chuyến đi của mình và dành thời gian chia sẻ những trải nghiệm của mình trong thời gian lưu trú tại đây. Chúng tôi vô cùng biết ơn phản hồi của bạn. Từ những phản hồi này, chúng tôi có thêm động lực, động viên để tiếp tục nỗ lực mang đến cho khách hàng chất lượng dịch vụ tốt nhất. Chúng tôi hy vọng bạn đã có những trải nghiệm tuyệt vời tại Thành phố Hạ Long và khách sạn Mường Thanh Grand Bãi Cháy. Một lần nữa xin cảm ơn và chúc các bạn sức khỏe và thành công. Trân trọng, Nguyễn Thùy Trang (Mrs.) Tổng Giám đốc khách sạn Mường Thanh Grand Bãi Cháy

Réponse de l'établissement: Dear Valued Guest,First and foremost, on behalf of our entire team, we would like to express our sincere apologies to you and your family for the less-than-satisfactory experience during your recent stay at our hotel. We are truly regretful to learn that your holiday was affected by several issues encountered during the check-in process and while using our services. Your feedback is extremely valuable to us, as it helps us improve our service quality and promptly address internal shortcomings. Regarding the specific situation that occurred, after a thorough review, we would like to clarify the following: – You made a reservation through Trip.com and arrived with two children, whose ages fall under the surcharge policy of our hotel. – The applicable surcharge was 150,000 VND per child, not 2,000,000 VND per child as was misunderstood. – One member of your group, a Vietnamese-speaking mother, communicated with our front desk on behalf of the group. However, due to a language barrier, the information may not have been accurately conveyed to the main booking guest, resulting in a serious misunderstanding regarding the surcharge. – We are deeply sorry that this misunderstanding caused you dissatisfaction and led to a prolonged waiting time in the lobby. We do not place blame on any party, but instead consider this a valuable lesson on the importance of multilingual support and clear communication—especially when serving international guests and families with young children. Additionally, we sincerely apologize for the absence of hotel management to promptly address the incident due to a lack of information, as well as for the room quality not meeting your expectations. Following this incident, we have taken the following actions:– Strengthened staff training on multilingual communication and effective handling of unexpected situations.– Reviewed our procedures for welcoming international guests, especially those booking through third-party platforms such as Trip.com. – Established Vietnamese language support for easier communication among group members and to avoid similar misunderstandings in the future.– Enhanced the pre-arrival inspection process to ensure the cleanliness and quality of guest rooms. Once again, we extend our deepest apologies for not delivering the experience you rightfully expected. We truly hope to have another opportunity to welcome you back and serve you with our utmost commitment and care.Thank you very much, and we wish you and your family good health and happiness.Sincerely,Nguyen Thuy Trang (Mrs.)General Manager

Réponse de l'établissement: Dear valued customer,First of all, thank you very much for choosing Muong Thanh Grand Bai Chay Hotel for your trip and taking time to share your experience during your stay here.We are extremely grateful for your feedback through Ctrip. From these feedback, we have more motivation and encouragement to continue paying efforts to bring our customers the best quality of service. We hope that you have had a wonderful experience in Ha Long City and in Muong Thanh Grand Bai Chay hotel.Once again, thank you and wish you health and success.Sincerely,Nguyen Thuy Trang (Mrs.)General ManagerMuong Thanh Grand Bai Chay hotel

Réponse de l'établissement: Xin chào Anh Hảo,Lời chào trân trọng từ khách sạn Mường Thanh Grand Bãi Cháy!Chúng tôi vô cùng biết ơn những phản hồi về kì nghỉ vừa qua của Anh Hảo tại khách sạn Mường Thanh Grand Bãi Cháy. Những đánh giá của Anh là điều mà chúng tôi mong muốn nhận được để ngày càng nâng cao chất lượng dịch vụ và mang lại sự hài lòng cho khách hàng.Chúng tôi hy vọng sẽ được đón tiếp Anh Hảo và gia đình trong thời gian sắp tới.Trân trọng,Nguyễn Thùy Trang (Ms.)Giám đốc điều hành

Réponse de l'établissement: Dear valued customer, First of all, thank you very much for choosing Muong Thanh Grand Bai Chay Hotel for your trip and taking time to share your experience during your stay here. We are extremely grateful for your feedback through Trip.com. From these feedback, we have more motivation and encouragement to continue paying efforts to bring our customers the best quality of service. We hope that you have had a wonderful experience in Ha Long City and in Muong Thanh Grand Bai Chay hotel. Once again, thank you and wish you health and success. Sincerely, Nguyen Thuy Trang (Mrs.) General Manager Muong Thanh Grand Bai Chay hotel

Réponse de l'établissement: Dear valued customer,First of all, thank you very much for choosing Muong Thanh Grand Bai Chay Hotel for your trip and taking time to share your experience during your stay here.We are extremely grateful for your feedback through Trip.com. From these feedback, we have more motivation and encouragement to continue paying efforts to bring our customers the best quality of service. We hope that you have had a wonderful experience in Ha Long City and in Muong Thanh Grand Bai Chay hotel.Once again, thank you and wish you health and success.Sincerely,Nguyen Thuy Trang (Mrs.)General Manager Muong Thanh Grand Bai Chay hotel