Dear Value Guest,

Thank you for taking the time to provide your contributions to Hoi An Riverside Resort & Spa. We deeply apologize that our service did not meet your expectation at this time. Again, please allow us to express our sincerest apologies for this unexpected incident.

We appreciate you taking the time to offer your advice on our service especially the air conditioning system. We strive to provide a premium service experience for every customer, therefore your feedback is very valuable to us. We have tried our best to handle your incident following the procedure and tried many ways to meet your needs, unfortunately all our efforts until the last minute failed.

Please be assured that we are taking this situation very seriously and will immediately address this issue to improve our service. Our engineer team is working hard every day to upgrade and replace non-standard equipment.

We were very saddened when we tried many times to contact you by phone but we could not reach you. I hope that this letter will find you so that we will have the opportunity to discuss more on this matter with you. In the meantime, we hope that you will welcome cooperation with us.

Thanks & best regard,

The Management