Golden Sun Hotel Hoi An

We spent 11 nights in two rooms and paid a lot, but the stay was extremely disappointing. Our white laundry came back pink, and the hotel asked us to pay for the damage rather than taking responsibility. When the toilet broke one night, it stayed unusable until the next day, leaving us without one for the night and morning. The choices offered were a dirty room or the lobby restroom at night. There were ants in the room and almost no housekeeping during our visit. The service was very poor and unacceptable for the price. I wouldn't recommend it.

I booked a Deluxe room with a city view, but on arrival I was put in a moldy ground-floor room with a strong musty odor and no window. Reception said another room would only be available in three days. I couldn't stay in those conditions, but because I arrived late at night with no way to find somewhere else immediately, I spent just one night there and booked different accommodation elsewhere in Hoi An during the night. The receptionist said the next morning that a new room was available, but by then I'd arranged somewhere else and declined it. Afterward, I spent a week communicating with both Agoda and the hotel, and even went back in person during my Hoi An stay to try to resolve it. The hotel still hasn't communicated properly, and Agoda told me the hotel rejected my refund request for the five remaining nights I'd already paid for. This was one of the worst hotel rooms I've experienced, and the way they treated a paying customer was unacceptable. I've never been treated worse, and strongly wouldn't recommend this accommodation.

Ants were crawling on the bed, and there was what looked unmistakably like bed bug feces on the sheets as soon as we entered the room. We'd also seen cockroaches in the lobby, which convinced me the place was filthy. When we told staff, they offered to change the sheets. Bed bugs can hide in the mattress, frame, and walls, so fresh sheets wouldn't solve that. There were no other rooms, and because we'd had to pay for the full stay in advance, we asked for a refund. The manager showed no care or responsibility and told us to just get over it and sleep there. After an argument, we got back only one of the three nights, even though we didn't stay a single night and the room could easily be resold. This was a disturbing, terrible hotel experience and a disregard for guests' health and safety. I wouldn't stay here. The place shouldn't be allowed to operate.

Reception seemed surprised when we arrived, and we wondered if they'd overbooked. The woman was kind, though clearly untrained. There was a lizard in our first room, which is understandable in Asia, but then we found a big trail of ants across the floor and over one of the beds. We asked to move, but the replacement room was worse: its door was wide open, the beds looked slept in, there were tissues on the table, a half-drunk water bottle, and a huge cockroach in the bathroom. We went back to the first room and shared one bed while trying to kill the ants ourselves. Staff tried to help but only sprayed air freshener. The corridor smelled awful and the listing was very misleading. Probably the worst place I've stayed.