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Pictures of La Veranda Resort Phu Quoc - MGallery Collection - Phu Quoc Island Photos

Phu Quoc Island: Pictures

From Review : Used to be our favorite. of La Veranda Resort Phu Quoc - MGallery Collection
2761
Used to be our favorite.
Baustelle neben dem Hotel
Distinctly underwhelmed
Beautiful Sunset
Used to be our favorite.
                  View from bungalow #207
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Adam B wrote a review Mar. 2016
Hong Kong, China420 contributions64 helpful votes
+5
I think cost cutting has hit this hotel. We loved our stay here last time. This time we booked the top room yet there is no service. No one seems to care we are here. Where as last time we felt special. The money you pay to stay here deserves more than they are providing at the
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Date of stay: March 2016
Response from Jean Pierre G, General Manager at La Veranda Resort Phu Quoc - MGallery Collection
Responded 31 Mar. 2016
Dear Adam B, Let me start by thanking you for choosing La Veranda Resort again as your preferred choice on Phu Quoc island. I would like to share with you that we normally take great care of all of our guests so it was both confusing and shocking to read your review which was posted on the same day of your arrival. After investigation, we do have to apologize about not recognizing you as our repeat guest. We do as a matter of course prepare in advance to welcome all our repeat guests every morning and for some reason your name on our system this time was not logged in the same way as previously. This could have been a mistake of the travel agent or our staff. We are now carrying out further research and will take action to ensure that such an occurrence never happens again. We are very sorry that you did not feel recognized and welcome, as you surely should have been. I do hope the special attention that was paid to you during the remainder of your stay assured you of our personal care for which we are known. Regarding your speculative comments about cost cutting. These are completely unfounded and untrue. In fact the opposite is the case. Since you last visited our property it is only natural that we implement changes to improve our guest's experiences and to demonstrate our spirit of generosity. We have newly implemented twice daily beach sorbet treats, twice weekly afternoon teas as well as evening wine receptions, all complimentary offers. These and other measures are actually costing us more than what you experienced on your previous stays. The appreciation of our guests for these new efforts can be read in the reviews on this site. Lastly please allow me to clarify another point you raised with our executive chef on your second day. You claimed you felt that we did not care because on your last visit you had a private transfer in a car. We offer complimentary airport transfers for all guests. If our mini buses are full we would then cover the cost for a taxi to bring our guests to the resort. Perhaps you expected a taxi transfer this time too even though our mini bus was not full. In closing, we would very much like to welcome you back in the near future and again we are sorry for the bumpy start to your holiday. We are happy to know from you at the end of your stay that 'everything was fine'. We would kindly request that in future if you have any concerns that you speak to us first so as we can make every effort to ensure you have an enjoyable stay rather than reacting instinctively by posting negative comments on Trip Advisor without giving our hard working team a chance to recover from any shortfalls. In this way we can learn from constructive feedback to improve for our future guests. Kind regards, Ian Ó Broin Director of Guest Experience La Veranda Resort, Phu Quoc
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