潘達努斯度假飯店的評論

住宿方回覆: Dear Guest,We appreciate your stay and your compliments regarding our facilities, service, and the many positive experiences you had at the Pandanus Resort.However, we must respectfully clarify several important points about the complaint you have posted.This review was not submitted by the actual registered guest, but by a friend who stayed as a volunteer at the resort during the same period. The incident described involved this individual personally and not the official room guest. It is regrettable that this platform is being used to voice personal dissatisfaction related to an internal misunderstanding with a member of our restaurant staff.The staff member in question did not behave unprofessionally but simply followed established procedures regarding breakfast entitlements. When the situation was brought to the attention of a senior staff member — an English teacher and trainer, not an administrator — a gesture of goodwill was extended in the form of a refund and complimentary breakfast. This was done out of courtesy, and we regret that it has been misinterpreted as dismissive or culturally insensitive.We take all feedback seriously and continuously work to improve service quality. However, we must also stand by our team when they have acted according to policy and with professionalism.We continue to welcome guests from all countries, including many returning visitors from China, and we remain committed to fair, respectful, and inclusive hospitality.Sincerely,The Resort ManagementPandanus Resort – Mui Ne⸻中文版本（更坚定，澄清身份）：尊敬的宾客，感谢您对我们设施、服务以及在 Pandanus Resort 所有积极体验的肯定。关于您提出的投诉，我们必须郑重澄清几个重要事实。此次评论并非由登记入住的实际客人本人发布，而是由其朋友代为撰写。该朋友同时期曾以志愿者身份在度假村协助工作，所提及的事件是她本人与一位餐厅员工之间的个人误会，并非由正式客人亲身经历。我们遗憾地发现，这个平台被用于表达她对个人事务的不满。涉事的餐厅员工并无任何不当行为，而是根据酒店关于早餐政策的正常流程执行。当该事件被转达给一位高级员工（英文教师及内部培训师，并非酒店管理人员）时，酒店出于善意给予退款及免费早餐补偿，旨在安抚情绪并圆满处理问题。我们对于此举被误解为“轻视”或“缺乏诚意”深感遗憾。我们始终认真对待所有反馈，并不断提升服务质量。但同时，我们也必须为遵守规定并保持专业态度的员工表达支持与信任。我们一直热情接待来自世界各地的宾客，其中包括许多来自中国的回头客，并致力于提供公平、尊重和包容的服务环境。谨此说明，Pandanus Resort – Mui Ne 管理团队 敬上

住宿方回覆: Dear Guest User,Thank you very much for taking the time to share your detailed feedback following your recent stay.We are delighted that you enjoyed many aspects of your experience — including the upgraded room, the fresh and tidy housekeeping with its relaxing lemongrass scent, our private beach and surfing options, and the warm service at the front desk.We are truly sorry to hear that your visit to the restaurant did not leave a more positive impression. While your remarks are not in line with the usual feedback we receive about our restaurant team, we do understand how important friendly and attentive service is. Some of our staff, including casual team members, are still developing their English skills and may come across as reserved or hesitant — not out of disinterest, but out of a genuine concern about making mistakes when interacting with international guests.Please be assured that we are actively training all team members to build both their communication confidence and hospitality skills, and we sincerely appreciate your understanding as we continue these efforts.Thank you once again for your thoughtful review. We hope to have the pleasure of welcoming you back for an even more enjoyable stay.Warm regards,The Resort Management

住宿方回覆: 尊敬的蘇金女士：感謝您在入住潘切度假村後提出的寶貴意見。我們深感遺憾，在許多方面未能達到您的期望，您的寶貴回饋對我們改進服務大有裨益。首先，關於度假村的地理位置，我們距離鹹田的熱門旅遊景點波克街約12公里，位於潘切市和美奈之間。雖然對某些客人來說，這可能略顯偏遠，但使用Grab等叫車服務單程費用約為10萬越南盾。我們每晚提供免費接駁車前往該地區，但我們理解班車的運行時間可能並非人人都能接受。對於您抵達時遇到的任何不便，我們深表歉意。度假村大廳距離主幹道公車站約250米，公車站不在我們行李員的常規服務範圍內。不過，在公車下客點約50公尺處設有保全人員，他們會密切注意客人，並在客人需要協助時提供協助。雖然我們的首要職責是維護度假村入口和停車場的安全，但我們正在評估改進措施，以方便未來的客人。對於您在早餐餐廳遇到的任何不便，我們深表歉意。我們致力於提供豐富多樣的越南和國際美食，並將採納您的回饋意見，以改善用餐氛圍和流程。關於海灘，請您理解，由於海灘靠近當地漁民的捕魚活動，可能偶爾會受到環境因素的影響。我們的工作人員每天都會清理海灘，並盡力維護良好的環境。最後，我們衷心感謝您對我們員工的讚美。我們將特別向負責三樓客房的Hoài以及負責早晨鮮花佈置的員工轉達您的讚揚。再次感謝您寶貴的回饋，我們將努力根據您的回饋提供更優質的服務。來自越南美奈熊貓度假村管理團隊

住宿方回覆: Dear Tuyen Thanh,Thank you very much for your kind and detailed review. We are delighted to hear that you enjoyed the cleanliness of the resort, our friendly team, the large swimming pool, and the calm, swimmable beach — especially in comparison to other areas nearby.We also appreciate your constructive suggestions. Regarding the Saturday night buffet, your feedback about the seafood selection is well taken. We are currently reviewing the menu and may indeed consider both upgrading the offering and adjusting the pricing accordingly to meet expectations. We are also sorry to hear about the insect bites during your stay — we regularly maintain our gardens and apply preventive measures, but we will increase our efforts, especially during the more active summer season.We’re grateful for your recommendation and truly hope to welcome you back soon for an even more enjoyable visit.Warm regards,The Resort Management

住宿方回覆: 친애하는 고객님께,소중한 후기와 리조트를 추천해 주셔서 진심으로 감사드립니다.수영장 관리, 친절한 서비스, 무료 미니바, 그리고 잘 가꾸어진 정원에서의 평온한 시간을 즐기셨다니 저희도 매우 기쁩니다. 따뜻한 말씀에 깊이 감사드립니다.조식 리필 속도와 객실 내 가구에 대한 의견도 잘 받아들였습니다. 조식 제공 절차를 개선 중이며, 캐비닛 관련 문제는 곧바로 시설팀에 전달하여 점검하도록 하겠습니다.앞으로도 더욱 편안하고 만족스러운 시간을 드릴 수 있도록 노력하겠습니다. 다시 뵐 날을 고대하겠습니다.감사합니다.리조트 경영진 드림

住宿方回覆: 親愛的先生/女士：感謝您抽出寶貴時間分享您的入住體驗。得知客房體驗未能達到您的期望，我們深感抱歉。您的反饋我們已第一時間轉交至相關部門進行檢查與改進，包括空調維護、除濕處理以及加強清潔與蟲害防治。同時，我們想與您分享，目前度假村設有專業的蟲害防治團隊，每週兩次對整個度假村範圍進行蟲害處理。然而，由於度假村的花園面積較大，在雨季期間仍難以完全避免蚊蟲的出現。我們非常重視您的每一條建議，並真誠希望未來有機會再次歡迎您光臨，體驗更加完善與舒適的服務。此致，度假村管理團隊