Dear Mr Duan, warm greeting from Banyan Tree Hangzhou. And thank you for taking your time to share the comments about your stay with us. We would like to take the time to apologize for the issues that happened during your stay. As you said, when you called the guest service and told that villa was cold, our engineer came to check the air-conditioner immediately, but the engineer didn't double confirm your requirement with service center, that nobody to get the heater for you. There is absolutely no excuse from us to explain. Our immediate actions with concerned department have been worked out and implement. Continues staff training has also been strictly reviewed and emphasized. Thank you for your understanding after communication, and we are so glad that you love the hotel view. We are looking forward to welcoming you back to Banyan Tree Hangzhou. Warm regards,

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and overall services to your satisfaction. As you mentioned that our villa room interior layout is not that user-friendly, hotel will also do renovation this year， your suggestion will be included in our improvement. We look forward to welcoming you back to Banyan Tree Hangzhou soon.

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our overall services to your satisfaction. About the facilities being old as you mentioned, it is because the hotel has been running for seven years and we will renovate the hotel this year. And the jacuzzi not functioning, our engineer team will follow up. We will reinforce our employee training and provide the professional service. We look forward to welcoming you back to Banyan Tree Hangzhou soon! Your sincerely,

Dear Patrick M, Thank you for your comments about your stay with us and we would like to take the time to apologize for the issues you faced during your stay with us and we are obviously upset at ourselves for not being able to uphold the standards you have come to expect from us. With regards to service dropping to a scary level, there is absolutely no excuse from our side and we have since ensured that the levels will be back up to Banyan Tree standards as soon as possible. As you say, ticking off the boxes is absolutely not the way we serve our guests and this is disappointing for us to hear as well. We are looking forward to welcoming you or your family back to Banyan Tree Hangzhou. Thanks you and best regards

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you. We look forward to welcoming you back to Banyan Tree Hangzhou soon.

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment，the boat in wetland and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.

Dear Guest, Thank you for your sharing your comments on your recent visit. At the outset we wish to apologize that we have not provided you with the experience we should have. This is very disappointing for us as well. With regards to cleanliness dropping to a scary level, there is absolutely no excuse from our side and we have since ensured that the levels will be back up to Banyan Tree standards as soon as possible. We are sincerely looking forward to welcome you back anytime and let you experience a wonderful overall stay

Dear Anna, Warmest greetings from Banyan Tree Hangzhou . Thank you for your comments by sharing your staying experience with us. We were so happy to read that you enjoyed various aspects of your stay such as the design of the resort and the rooms. As you mention we try to ensure our guests feel at home while also seeing the beauty that China has to offer We hope to see you again soon and look forward to serving you even better when you stay with us next time. Warm regards.

Dear Michelle, Thank you for taking the time to share your feedback. The pleasure was all ours to have the opportunity to serve you and we are delighted to learn that you found the environment and overall service satisfying. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Thank you and best regards!

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon.

Dear Guest, Warm Greetings from the Banyan Tree Hangzhou and thank you very much for the feedback provided to us. Firstly, we want to say happy wedding anniversary to you and your wife. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our overall services to your satisfaction. Actually we have two restaurants inside our hotel, Waterlight Court all day dining restaurant and Baiyun chinese restaurant. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Your sincerely,

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.

尊敬的宾客， 来自杭州西溪悦榕庄的诚挚问候！人人尽说江南好，游人只合江南老。置身于悦榕庄，当您走过一个个驳岸、一座座拱桥、一级级石阶、一艘艘小船，放佛走进了风姿清丽的江南小镇。感谢您的赞美和推荐，期待您的再次到来！

尊敬的宾客， 来自杭州西溪悦榕庄的诚挚问候！ 对于您在酒店住店的经历，我们表示歉意，很抱歉没能为您提供一个完美的假期。您所反映的问题，我们各部门管理层均已引起高度重视并将积极跟进泳池水质问题。悦榕庄坐落于西溪国家湿地公园，身处富饶的自然生态环境，离西湖距离车程在15-20分钟。感谢您的建议，诚意邀请您的再次下榻！

尊敬的宾客， 来自杭州西溪悦榕庄的诚挚问候！人人尽说江南好，游人只合江南老。置身于悦榕庄，当您走过一个个驳岸、一座座拱桥、一级级石阶、一艘艘小船，放佛走进了风姿清丽的江南小镇。感谢您的赞美和推荐，期待您的再次到来！

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.

尊敬的宾客， 来自杭州西溪悦榕庄的诚挚问候！非常荣幸得知您在悦榕庄度过了一个放松身心的假期。西溪悦榕庄满溢的江南水乡风情。一座优雅园林座落在湿地间，粉墙乌瓦掩映在蓊郁中。很抱歉由于酒店临近西溪湿地自然景区，湿地的物种繁多亦给酒店带来了不小的蚊虫困扰，酒店一直致力于蚊虫查杀工作并会努力做到更好，同时客房备有灭蚊灯，防蚊喷液，再次向给您带来的不便表示歉意。期待您的再次下榻！

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and our SPA to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon.

Dear Guest, Warmest greetings from Banyan Tree Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found overall to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon. Warm regards.

Dear Po-Huai, Thank you for your positive review regarding your recent stay with us. We were so happy to read that you enjoyed various aspects of your stay such as the environment and the services. We hope to welcome you back to Banyan Tree Hangzhou soon. Warm regards.

Dear Guest, Warmest greetings from Angsana Hangzhou and thank you for taking the time to share your feedback. The pleasure was indeed all ours to have the opportunity to serve you and we are delighted to learn that you found our environment and overall services to your satisfaction. We look forward to welcoming you back to Banyan Tree Hangzhou soon.