Dear Joanna_Villa,
I am very pleased that overall you have enjoyed your stay with us and found our resort pool and rooms to be beautiful.
I am sorry that the breakfast service staff were not more attuned to your preference for wanting an a la carte coffee order during our breakfast time, I will try to train them further in this matter as I do understand that some guests may prefer to order specialty coffees rather than choosing the tea or coffee included in the buffet. Regarding your bill I do apologise that you were inconvenienced, whilst I do understand how this has happened (as when we offer a la carte service for lunch or dinner we do not present a bill until the end of a meal in case our guests wish to order further food or drinks, but during our buffet time it is more difficult to know when a guest is close to finishing their meal and will not be wanting anything further), but I also understand that this can be frustrating for our guests as well so I am very sorry and will look in to how we can improve this procedure in the future. I believe that you raised your concerns when you were presented with the bill and the team actually opted to not charge you at all for these coffees because of your obvious distress, I do hope this was a suitable outcome for you and helped to relieve your stress in this matter.
You are correct that we are not an adults only resort (there are actually no adults only resorts in Mui Ne), so sometimes there will be children staying with us and of course some are more boisterous than others. While in general this is not too disturbing for other guests (as we do not have a lot of families with young children travelling here), there is always the chance that some children may be present and a little playful around the pool area so if travellers are looking for an adults only environment for their holiday they may prefer to book a private villa with it's own pool or to visit a different region in Vietnam in order to ensure complete serenity.
Thank you so much for your detailed feedback Joanna as this helps me to recognise areas where my team can benefit from further training in order to provide better service to our guests in the future, and it also helps readers to determine the best resorts to suit their personal preferences as well.
I do hope you had a comfortable journey to Hanoi and arrived there feeling relaxed and I wish you all the best for 2019.
Warm regards
Kristy Marland
General Manager