The Mansion Hoi An by Minova Reviews

Response from Property: Dear Customer,First and foremost, we extend our sincere apologies for the discomfort you experienced during your stay in our Premium Alex room. Recently, we temporarily closed our facilities to carry out necessary repairs and enhancements based on your valuable feedback. We've made interior replacements to ensure cleanliness and adaptability to Hoi An's climate. Additionally, we've addressed animal control issues within and outside the room, enhancing the landscape of our villa.We are excited to welcome you back and would like to extend a discount for your year-end stay as an expression of our regret. We aim to offer you exceptional service and serve delightful Hoi An cuisine prepared by our intuitive Hoi An native staff. Your feedback is immensely appreciated, and we hope to provide you with an outstanding experience in the future.Thank you for your understanding, and we wish you a fantastic year ahead.

Response from Property: Dear Valued Guest,Thank you for your detailed feedback about your stay at The Mansion Hoi An. We sincerely appreciate your honest assessment as it helps us identify areas for improvement.Regarding our location, you're correct that we are situated in a quieter area about ten minutes from the main tourist hub. While many guests appreciate this tranquility, we understand that convenience is important. We're working on enhancing our transportation options and developing partnerships with local services to make getting around easier for our guests.We're deeply concerned about the issues you experienced with your room. The maintenance problems you described with the air conditioning, bathroom lighting, towel quality, and general cleanliness fall well below our standards. Please accept our sincere apologies. We've immediately initiated a comprehensive inspection of all our rooms and are implementing a renovation plan to address these deficiencies.Your comments about our service levels are particularly valuable. We aim to provide attentive, high-quality service, and it's clear we fell short during your stay. We're reviewing our staffing levels and training procedures to ensure we meet proper hotel standards rather than operating merely as a B&B.We're pleased that you enjoyed the floating breakfast and fruit selection. Food quality is something we take pride in, and we'll continue to maintain these standards while improving in other areas.Thank you for acknowledging that our Alex room type offers photo opportunities with the private pool. However, we understand that the outdoor conditions and insects detracted from your experience. We're exploring options to make this feature more comfortable while preserving its aesthetic appeal.We value your recommendation about length of stay and will consider how we can enhance the overall experience to make longer stays more enjoyable. Your feedback is instrumental in helping us improve.Should you consider visiting Hoi An again, we would welcome the opportunity to demonstrate our commitment to addressing these issues and providing you with a truly exceptional experience.Warm regards,

Response from Property: Dear Valued Guest,Thank you for taking the time to share your experience at The Mansion Hoi An. We appreciate your feedback as it helps us improve our services.We sincerely apologize for the misunderstanding regarding our room cleaning policy. You're right that our staff should have clearly explained this during check-in rather than when you inquired. We're reviewing our communication procedures to ensure this information is properly conveyed to all guests upon arrival.We're also concerned about the unpleasant odor you mentioned near the household goods area and are investigating this issue immediately. This does not meet our usual standards, and we're taking steps to resolve it.Regarding breakfast, we value your feedback and are constantly working to enhance our menu options and quality. Your specific comments will help us make meaningful improvements.We're pleased to hear you found our staff friendly and helpful, as we pride ourselves on providing attentive service. However, we clearly fell short in several areas during your stay, and for that, we sincerely apologize.Should your travels bring you back to Hoi An, we would welcome the opportunity to provide you with a more satisfactory experience that truly reflects our commitment to excellence.Warm regards,

Response from Property: Dear Gangmazaishanghai,We are delighted to know that you had an amazing time at our Thi Du Room. Your presence was truly appreciated, and we eagerly anticipate welcoming you back in the near future. At our establishment, we are committed to enhancing our service every day, and your feedback holds immense value for us. Thank you for your incredibly positive feedback; it serves as a major source of motivation for our team!Best regards,