2/10 Terrible
Verified traveller
Business traveller
4 Dec 2024
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Don't ruin wonderful experience of HCMC here
I was traveling around the world, and Ho Chi Minh City was my final destination. To celebrate my month-long journey, I purchased a welcome gift as part of my stay. Unfortunately, what was unveiled was not the thoughtful experience I expected but rather the ignorance and irresponsibility of the staff.
At the check-in counter, the receptionist claimed that there was no such thing as a welcome gift. Initially, I assumed she was working on resolving the matter, but two hours passed without any follow-up. When I inquired again, the experience manager stated that he couldn’t locate the purchase in the system and asked me to prove it myself. Later, he shifted the blame onto me, suggesting the issue arose because I had made a last-minute booking.
Adding to the disappointment, the room itself was in a deplorable condition—there were traces of human feces in the toilet and pigeon droppings on the window. After enduring this ordeal for over four or five hours past check-in, extending well past midnight, the resolution offered was a single drink at the cafe. I declined, as what I purchased explicitly stated a "Welcome Gift Upon Arrival." The timing of such a gesture is crucial, and a belated offering renders it meaningless.
Had this not been a five-star hotel, I would have had no expectations and, therefore, no disappointment. However, this was a five-star property, and the staff's lack of professionalism and poor service utterly ruined my day. Stay at a proper 5-star hotel.
Verified traveller
Stayed 1 night in Nov 2024