Dear Ms. Thanh,
First of all, on behalf of the hotel, I would like to express my sincere thanks to you for choosing to use our services and taking your precious time to share your experience.
I thank you for your comments about the friendly staff and I am very sorry that you did not have a good experience at our hotel. With nearly 20 years of operation, the infrastructure is no longer as new as it was in the early days, so I sincerely hope you understand. Regarding the VAT bill, it is also beyond our ability to handle because you are booking through a third party, I hope you understand us.
Once again, I hope you understand the mistakes that have occurred and wish you good health and interesting experiences on your next journeys.
Thank you very much
Hotel Director
Nguyen Thi Thuy Nga