December

The service problems started as soon as we arrived. There was nobody at the entrance to help with the doors, and when someone eventually took our luggage, they left the car trunk open for my partner to deal with. There was no welcome drink or offer of a seat, either. At check-in, staff had no name tags and handled the name mismatch on my booking badly. My preferred name on Agoda didn’t match my full name on my ID. I understand that’s the policy, but they treated me like a scammer in public and made me very upset. I’ve booked through Agoda under my preferred name many times without problems. They also put Agoda on speaker at the front desk and discussed my booking where everyone could hear. It was unprofessional, and they shifted the problem onto me instead of handling it discreetly. The room’s air conditioner was so loud that I couldn’t sleep. Engineering spent over an hour trying and failed to fix it. When I spoke to reception, including a staff member named Phúc, I was first told there was no solution and the hotel was full, so I couldn’t change rooms. They told me to contact Agoda late at night if I wanted to cancel. Dust was left behind during the repair. Housekeeping was sent in while staff argued on the phone in front of me. After all that confusion, they suddenly offered a temporary room change, which made it seem as if that option had been available all along. I was moved for one night and then had to move again the next day, packing and unpacking several times during a short stay. The property itself felt cheaply finished, with fake plants on every floor, low-quality printed artwork, and nothing that felt like a 4-5 star standard. I’ve stayed at many Accor, IHG, and Fusion hotels and know what proper service can look like. I tried this private hotel because of its strong reviews and marketing, which in hindsight felt very misleading. I strongly suspect its ratings are being boosted with fake or seeded reviews because my experience was so different from what was advertised. Breakfast the next morning was basic and disappointing. Later I was told I’d get one night refunded, but nobody apologized or made a proper effort to put things right. At checkout, my bags were left unattended in the lobby, and I had to carry them to the car myself. Service also seemed selective, with staff noticeably more attentive to foreign guests. I’ve seen multiple reviews saying staff discourage Grab and push private car services, possibly for commission. This was a failure of service, coordination, and accountability, as well as a problem with the facilities.