Dear Ms.

Katarina Chalupova,

Thank you for your letter.

Firstly we would like to apologize for the inconvenience and disappointment

that you experienced in dealing with our services recently.

Currently, our hotel is changing personnel in the room maintenance

department, so the rooms may not be maintained regularly due to the
temporary lack of maintenance staff, we hope you can understand this
problem, and we are investigating your complaint further with the hotel
management.

We will discipline the nurse at the Medical Center and related departments
for their irresponsible attitude towards customers. The table in your room
has also been removed from the room and replaced with a new one. Along
with that, we will check the entire facilities in the hotel rooms for anything
that does not reach the service and facility standards.

On the quality standards of the Aquaboulevard, we will take appropriate

actions if it is considered necessary with the pool staff and pool manager to
improve the hygiene standards of the pool area.

We will gladly cover 60% of the hospital fee, along with 1 free Deluxe
Package for your next visit and 2 coupons of 40% off for your next 2 visits.
We assure you that your complaint and feedback will give us the opportunity
to remedy any problem that may exist in the future and help to improve our
service further.

Once again, please accept our sincere apologies and we look forward to
welcoming you to our hotel, if you need any assistance in planning your visit
in the future, please do not hesitate to contact us.

Thank you very much

Yours sincerely,

Do Dinh Long (Mr.)

Standards Officer