Dear Thi Dung Pham Thank you for taking the time to review us on Traveloka with regards to your recent stay at The Anam Cam Ranh. The quality of the guest experience is of the utmost importance to us. An intimate and objective knowledge of how we perform in the customers eyes is critical in moving The Anam to a higher level of service orientation and it is through this type of feedback that we can confirm the direction, quality and quantity of our effort. It is always a disappointment to hear from a guest that their stay was not flawless. While compliments are nice to receive, it is constructive criticism, such as yours, that helps us pinpoint areas where corrective measures are necessary to bring us closer to our goal. We are all very sad that you did not enjoy your stay. Regarding your comment regarding the kids club, I am surprised to hear that you felt there was no engagement as usually we do get great feedback from our young guests and their parents. Our kids club attendant remembers you well and she noticed that you both were busy on your mobile. Towels for the private pool lunge chairs are actually located in the bathroom. We do provide towels for the pool. We do apologise for the clogged drain. It should not happen and we are very sorry about that. Please note that this is not our usual service levels as can be seen from hundreds of positive reviews online. We appreciate the time you took to write and thank you for giving us the opportunity to serve you. We would love to have you back one day and give us the opportunity to show our usual high service levels. I've asked my team to reach out to you to personally apologise for this unfortunate experience with us. Best regards, Laurent Myter, Group General Manager