Dear Guest,

We are glad to hear that you are pleased with the quality of our guest room. We sincerely apologize that we have failed to impress you with train ticket service. Please allow us to explain about the difference of train ticket price:

The first reason: It is the peak season at the time you booked the ticket, moreover those ticket has been booked close to the departure date => we had to book the ticket via intermediary agent (the tickets were sold out in the company) so the price is more expensive than regular price and you have also been informed of this before booking the tickets by our staff.

The second reason: We were suggested by our previous Guests reasonably that the pick up and drop off service from hotel to the train station and return is really necessary for Guests to avoid any trouble, any inconvenience for our Guests so this reasonable suggestion is applied on all train ticket bookings booked with our hotel. In this case, the price you paid is not only for the train ticket but also included the pick up & drop off service (from our hotel to the train station and return - 2 ways). In addition, we had staff escorted you every time to make sure you have a smooth journey. Unfortunately our staff did not explain to you clearly before booking the ticket so you did not know the pick up and drop off service are included in the price. We sincerely apologize for the negligence of the staff did not explain a particular way so made the inconvenience caused but this experience has been passed to all staff from now onwards that it’s a mandatory to consult Guests' opinion if they would require to pay this service separately to avoid unnecessary misunderstandings occur again.

Please rest assured that our most concern is your satisfaction. We always try our best to work hard day and night how to bring our Guests as the best service as possible because we deeply understand that our existence absolutely depend on your satisfaction.

Thank you so much for your valuable time to read our reply.

We look forward to welcoming you again in the near future.

Your faithfully
Hanoi Guesthouse Team