To be honest, in the first few hours after check-in, I thought I wouldn't give this hotel more than one star. The final rating is largely thanks to Fiona at the front desk, the great breakfasts, and the clean beach.
1. Check-in: I arrived at the room around 3 AM. It was cold, smelled strongly of dampness, the desk was literally wet, and the mirror was fogged up. At first, I blamed it on the tropical climate and didn't take photos. As a result, I had to sleep the first night with the AC off and the balcony open despite the heat—otherwise, it was impossible to air out the room.
2. Cleanliness: The bathroom was cleaned horribly: the shower glass had water stains, and there were long black hairs everywhere, even on the wall near the ceiling. I'm a blonde, so those hairs definitely weren't mine. I've attached photos. For a five-star hotel, this is completely unacceptable regardless of the room category.
3. Slippers and room service: The room only had beach flip-flops. The front desk explained that standard slippers are not included for my room category. A strange definition of 'luxury' for five stars! They were eventually brought to me later. At night, I ordered food and beer. I got a call saying they had no glasses for draft beer. When I asked about alternatives, they simply suggested canceling the order. I had to figure out the canned beer option myself. Generally, food and even beverage delivery took an average of 45 minutes. That said, the servers who brought the orders were very sweet and friendly.
4. Fiona: Following my complaints, Fiona contacted me, handled the situation with great care, and helped resolve the issues. I was moved to a Deluxe Pool View room, and I could finally enjoy my vacation. The hotel also provided complimentary treats twice: macarons and ice cream to make up for a delayed order. That was nice, but the human touch mattered much more. A huge thank you to Fiona—she is the one who saved my impression of the hotel!
5. Pool bar: At 3:55 PM, I was buying alcohol, and the bartender didn't even mention that a 30% discount applied from 4:00 PM to 6:00 PM. He wasn't strictly obligated to warn me, but aren't guest care and hospitality made of details like this? Some of the staff clearly lack initiative.
6. Extending the stay: I liked the new room and decided to stay another night. I asked the hotel in advance whether it was better to extend my stay via Trip.com or at the front desk in order to keep the same room. They advised me to do it at the front desk. After paying, it turned out to be about 2 million VND more expensive than booking through Trip.com. No one warned me about the price difference, and refunds weren't allowed. I understand that rates vary, but I specifically asked them for advice!
7. Pros: The breakfasts are good with a diverse selection, and the coffee is delicious—which is important to me. The hotel is beautiful, the grounds are pleasant, and the beach is clean and well-maintained.
Bottom line: My impressions are mixed. A great beach and good breakfasts coexist with poor housekeeping, dampness, slow service, and a lack of attentiveness. I don't expect perfection, but five stars mean, first and foremost, cleanliness, comfort, and a readiness to solve problems without the guest having to constantly ask. It's a pity that service quality depends so much on a specific employee. Thanks again, Fiona!
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