I rarely write negative reviews, but this experience was unacceptable.
We originally planned to stay two nights, but due to the hotel’s service failures, we stayed only one night and moved to another hotel.
From the moment we arrived, the handling by the front desk staff was disappointing. Although we arrived at 12:10 PM and were told they would “do their best” for early check-in, there was no follow-up or communication at all. We had to ask repeatedly ourselves, only to be told each time that the room was still being cleaned. In the end, we checked in at the normal time with no explanation or apology.
When we entered the room, the condition was far below acceptable standards. There were clear signs that proper cleaning had not been done, including careless room setup and leftover items on the sofa. The heating was also not working at first and was only fixed after we pointed it out, which should never happen in a prepared guest room.
We eventually escalated the issue to the General Manager, but the fact that we had to go that far already says a lot. This raises serious questions about the front-line staff and their attitude toward guests.
I honestly cannot help wondering whether this was because we booked the cheapest room, or worse, some form of discrimination. Either way, this was the lowest level of service I have experienced at any hotel in Vietnam.
What made the situation even more insulting was that, before involving the GM, staff attempted to settle the matter with a 20% restaurant voucher, as if that could compensate for such a poor experience. This felt dismissive and disrespectful.
Only after speaking with the GM were we offered a room upgrade, but by then it was far too late. Trust was already lost, and we decided to check out early and stay at another hotel instead.
Without a fundamental improvement in staff training, attitude, and service mindset, I cannot recommend it.
