Thank you for choosing the Nam Chau Resort. However, we are very disappointed that you did not enjoy your stay.

You are correct that the reason the price was quite high was that you stayed over New Year's Eve when virtually every hotel sells out and all of them charge rack rate or the highest published rate for a room. Normally our prices are discounted and therefore much more reasonable. The second reason was that you mistakenly booked a triple room through Booking.com when you only needed a double room.

We did not have any Chinese guests when you were staying with us. The guests swimming at the pool were Vietnamese, who tend to wake very early and only want to swim in the morning and evening when the sun does not shine on them. Unlike Europeans, they try to stay out of the sun as much as possible. We apologize if they disturbed you when they were at the pool.

Our blankets are cleaned regularly. I'm not quite sure why you felt that they were dirty, but your comments have been relayed to the housekeeping department with the admonition to make sure that all blankets are checked for cleanliness every day.

We checked your room and did find that your toilet seat was not secure. The previous guests did not complain so we were unaware that the bolts were loose.

When we took over the resort just over a year ago, all the mattresses were old and quite thin. We have been gradually replacing those that we felt needed immediate replacement, but obviously we missed some. Today, as a result of your review, we ordered the final 21 mattresses that were in the rooms when we purchased the resort.

Our resort is built of natural materials, such as bamboo and thatch. Although we have not received complaints previously about thin walls, it is true that they are not as soundproof as concrete or steel would be.

We do have safes available at the front desk for guests who need them.

The workaway volunteers whom you met at breakfast prior to departure told us that they didn't understand what you meant when you said that there was not much left, as all items were still available. I do admit that our breakfast buffet should be available past 09:00 and I have mentioned this to the owner. Perhaps he will take your suggestion to heart.

Again, we apologize that you did not enjoy your stay with us and we hope that the remainder of your Vietnam holiday was more to your liking.

Peter,

Thank you for staying with us but I'm very sorry that you felt our staff ruined your Christmas holiday.

I do have to say that our staff did not behave as professionally as they could have and for this I sincerely apologize. I especially apologize to you for the comments made by Mr. Phat. His customer service skills certainly need to be improved.

Not to condone his behavior in any way, but people react to others based on the way that they are treated. Mr. Phat said that you were difficult from the minute you arrived, as you refused to pay the full deposit for your stay that BookSurfCamps requires when one books through them. Also, your female companion was so violent that she broke the telephone.

Ms. Trong, the Vietnamese vice director was not running a scam. The reason is that the money you had paid for your deposit did not go to the resort, but rather to BookSurfCamps, the reservation company. They only sent the money to the resort's bank after we had contacted them on the day that you had decided to cut your stay short because there was no wind for kite surfing. When we informed them of this, they sent the money, but being Christmas Eve, the deposit was not communicated to the resort until the next day. So, Ms. Trong was not aware of this payment.

However, the agreement between the resort and BookSurfCamps is between our two companies and it should not have even been mentioned to you as an excuse for not refunding the money for services you did not receive. It was very unprofessional of our local manager to do so and I sincerely apologize. In the end, however, I did give you back the unused amount of your deposit before you left the resort. At that point, you seemed to be satisfied, so I assume that the final amount refunded to you was not the issue.

Thank you for staying with us and for mentioning that our resort is nice. We are sorry, however, that you did not consider our restaurant to be good, but you must have thought that it was not too bad, as you dined there five times.

As for the car that we hired to take you to Ho Chi Minh City, the reason that we used a vehicle from the tour company that provides our White Sand Dune Tours was that you required a baby seat and our vehicles did not have infant seats. We are aware that, even though there were only three of you counting your infant child, you were transporting a tremendous amount of kite surfing equipment and luggage and, therefore, required a seven seat vehicle. Per your request, we ordered a seven seat vehicle and the tour company provided a 2018 Toyota Fortuner. Toyota Fortuners do have seven seats, as the driver pointed out to you. I don't understand why you felt compelled to complain that the car was too small as you were able to load all of your equipment and had no problem on your transfer to Ho Chi Minh City. Unfortunately, neither the travel company nor the driver had noticed that a previous client had dropped chewing gum, which had fallen into the hole where the seat belt slides into the seat when not in use. After you pointed it out to the driver, he told us that he cleaned it off.

Regarding the sand flies, they are not a product of the Nam Chau Resort, but rather are prevalent on most tropical beaches around the world. So, I'm not quite sure why you felt an obligation to give us a poor rating while mentioning these pesky flies and some chewing gum on a seat belt. However, we do hope that you enjoyed your kite surfing experience.