First night at the hotel was terrible.
The hotel advertises 24hrs Room Service and yet when I tried to place an order after 10pm, I was told that the kitchen was closed.
No other options or alternatives were given. Staff just didn’t seem bothered or interested at all. Just hanging around the lobby area on their phones. When I asked to speak to Manager , non was available. Was very disappointed that another guest in the hotel offered to drive me to a nearby restaurant and even waited for the food to be prepared and brought back to the hotel.
Terrible first night that I was ready to check out for an alternative hotel. It was the worst ever experience in a hotel that another guest had to assist.
Staff not knowledgeable of local area and showed no interest at all.
I did not enjoy the breakfast at all. Need more healthy variety.. I really struggled as I did not eat seafood or fish and ended up eating the same unhealthy food for 4 days.
Now to some good things about my stay. The room was great, good size, clean and amazing view overlooking the Han River. Really breath taking.
Best part of my stay was my encounter with the Assistant General Manager Ms Tuyen . She exemplifies true hospitality.
After she had my ordeal on my first night, she took the time to personally come and apologise to me for the inconveniences caused.
She was attentive and really empathised with me.. she talked me out of checking out as I was preparing to look for an alternative.
She really took her time to listen to my concerns and was genuinely apologetic for the other staff Incompetence and lacking in basic hospitality skills.
She gave me her number to call her whenever I need anything and she always took my calls and answered all my questions.
Ms Tuyen arranged tour for me to Hoi An and also said she’d meet me there after work to show me around.
Ms Tuyen went above her call of duty and made sure that I was well taken care off.
After my feedback about the staff, there was a change in their attitude and looked after me with VIP treatment.
I just hoped that I had experienced that from the first night.
I hope that they can sustain this attitude and extend to all other guests in the hotel regardless .
Thank you to the General Manager for the good will gesture. The fruits basket, complimentary airport drop off and 30% discount voucher for the spa.
The massage on my last day was awesome!
Ms Tuyen, you deserve top rating of 5 and above, but the first night was a disappointment.
Thank you once again for making my stay worthwhile and also messaging me make sure I got home safely.
