Area for improvement : I'm very disappointed with my 3-night stay at this 4-star hotel during my birthday week. Despite informing them it was my birthday, there was no acknowledgment. Furthermore, the receptionist struggled with basic English. When I initially inquired whether it was a 3 or 4-star hotel, the staff couldn't answer. Upon my friend's arrival, a request for a second room key was initially denied, citing a "one card per room" protocol, which I only received after insisting. Additionally, a request for extra pillows due to my sinus issues was fulfilled very late. The TV in a 4-star hotel also lacked smart capabilities, and one channel had no sound, which the engineer claimed was not an issue, stating only one channel was working. Overall, this stay has been filled with unexpected disappointments. I was shocked to witness unprofessional behaviour from the 2 female receptionists during my check-out. A Korean customer was struggling with a language barrier, and instead of assisting, the receptionists rolled their eyes and walked away. This is unacceptable conduct for a 4-star hotel.

酒店回复：Dear valued Guest,We sincerely apologize that your 3-night birthday stay was filled with so many disappointments. We regret the lack of birthday acknowledgment, the struggles with English at reception, and the initial refusal of a second key. The delay with extra pillows and the TV issues are also unacceptable. Most concerning is the unprofessional behavior you witnessed from our receptionists towards another guest. This is not our standard. We are immediately addressing all these points with our team to improve training and ensure such incidents never recur. We deeply regret failing to provide you with a comfortable and memorable experience.Best regardsDuong Xuan Thang - General Manager