Grand Cititel Hanoi Hotel

Dear Carlos, We hope this message finds you well. We recently came across your review regarding your stay at our hotel, and we wanted to extend our sincerest apologies for the discrepancy between the expectations set by the reviews and the actual experience you encountered. First and foremost, we would like to express our gratitude for highlighting the cleanliness of the rooms and the excellent service provided by our staff. Your positive feedback in these areas is greatly appreciated, and we are delighted to hear that our team members were able to make your stay pleasant. However, it deeply concerns me to learn about the issues you faced with the cleanliness of the halls and walls, as well as the external appearance and corridors of the hotel. Please rest assured that your feedback has been shared with our housekeeping and maintenance teams for immediate attention and improvement. We take the cleanliness and maintenance of our entire premises seriously, and we are committed to rectifying these shortcomings promptly. Regarding the room not meeting your expectations and the view not aligning with the images presented, we truly understand your disappointment. We strive to provide accurate representations of our accommodations, and it is regrettable that we fell short in this regard. We assure you that we will revisit our room presentation and work to enhance the accuracy of the information provided to future guests. We genuinely value your feedback, as it allows us to address areas of concern and make necessary adjustments to elevate the overall guest experience. Your satisfaction is of the utmost importance to us, and we are dedicated to ensuring that your future visits meet and exceed your expectations. In light of your feedback, we would like to extend a heartfelt invitation for you to reach out to us directly if you plan to visit us again. It would be a pleasure to personally oversee your reservation and ensure that your next stay with us is truly exceptional. Once again, we apologize for the inconveniences you faced and appreciate your constructive criticism. Your feedback is invaluable to us, and we are committed to making the necessary improvements to regain your trust and confidence in our hotel. Thank you for bringing these matters to our attention, and we look forward to the opportunity to restore your faith in our services. Warm regards, Customer Care Team.