Warm greetings from Colline Dalat!
Dear Ms. Kamie Luu,
Thank you for choosing Colline for your stay in Da Lat and for sharing your feedback.
We are truly sorry about your son’s accident in front of our reception desk. We understand how frightening that moment must have been, and we regret that you did not feel fully supported by our reception team at that time.
Although our bellman assisted and arranged ice for your son, we sincerely apologize for the initial response that caused you disappointment. We are reinforcing with our team the importance of empathy, attentiveness, and prompt action, especially regarding our guests’ safety and well-being.
We truly hope your son is recovering well and feeling much better now. Your experience matters to us, and we are deeply sorry that we fell short when it mattered most.
Wishing you and your family good health and happiness.
Kind Regards,
Colline Dalat team.