I recently stayed at Fusion Suites Saigon and booked one of the highest room categories available, expecting a memorable experience. The location of the hotel is excellent, and the room itself was beautiful, spacious, and very Instagram-worthy. The facilities were nice, and overall we initially had a positive impression of the property.
Unfortunately, our experience was overshadowed by two very disappointing incidents.
The first occurred on the night of June 7th, 2026, which also happened to be my birthday (8th June). My girlfriend was trying to arrange a small surprise for me, and we called room service around 11:50 PM. The staff member on duty, who introduced himself as John, responded in an extremely rude and dismissive manner. When we asked if certain items could be sent to our room, he bluntly told us, "If you need something, you're the one who's supposed to come down to reception."
It wasn't a language barrier issue, but rather his attitude and tone. His manner of speaking was disrespectful, unfriendly, and completely inconsistent with the level of hospitality expected from a hotel of this standard. Even now, we still remember that interaction clearly because it left such a negative impression on what should have been a special birthday evening. I sincerely hope this review reaches the owner or management team, as no guest should feel spoken to in that way.
The second issue was even more concerning. The following morning, we had breakfast included with our stay. After drinking most of our coffee, we discovered a dirty piece of milk carton packaging sitting at the bottom of the glass. We had already consumed almost all of it before noticing. It was honestly disgusting and raised serious concerns about food hygiene and quality control.
When we informed the staff, the response was disappointing. Instead of showing concern or apologizing appropriately, we were simply offered a replacement drink. But by that point, we had already consumed the contaminated coffee. The issue wasn't about getting another cup of coffee, but about the fact that something foreign and dirty had been served in the first place. The lack of urgency and empathy in handling the situation made it even more unacceptable.
It's unfortunate because the hotel itself has so much potential. The room, location, and facilities are genuinely nice. However, hospitality is defined not only by beautiful rooms, but also by service and attention to detail. Sadly, these incidents left us with a very negative impression, and I hope management takes them seriously to ensure future guests do not experience the same problems.
