Thank you for taking the time to share your experience at the hotel in detail.
First of all, we sincerely apologize that your and your family's New Year's holiday did not go as expected. We are sorry to hear that the service, amenities, facilities and overall experience did not meet your expectations.
Your feedback is extremely valuable, and we have noted all your comments from reception, luggage assistance, check-in time, pool area - kid club, hygiene, to dining experience and sea connection. The hotel management will review the entire operating process to evaluate and improve, ensuring that these shortcomings do not recur in the future.
Once again, we sincerely apologize and look forward to the opportunity to serve you better in the future — if possible, we hope to discuss further to listen more specifically and apologize directly.
Sincerely.