I would like to provide feedback on our recent at your hotel. Unfortunately, we were not satisfied with the level of cleanliness in our room, which fell far below what we have come to expect from 5-star or even 4-star hotels. Additionally, the room itself was in urgent need of renovation.
The extra bed provided for our child was also extremely uncomfortable. It had only a mattress a few centimeters thick placed on a hard wooden frame. Our child complained of neck and back pain.
On a positive note, we appreciated the beautiful appearance of the hotel’s common areas, and the breakfast was excellent—thank you for that. The staff, for the most part, were friendly and helpful, with special thanks to New, who went out of their way to ensure we were comfortable and even offered us the option to change rooms. However, by that point, we had already decided to leave and switch to another hotel, so we checked out as soon as we found a suitable alternative.
While our stay could have ended on a better note, unfortunately, the service we received upon checkout was the worst we have ever encountered. When I said thank you and goodbye, Mrs. Dao did not respond or even make eye contact. It was only thanks to the gentleman at the adjacent desk who offered a thank you and farewell on behalf of his colleague that we left with some sense of courtesy.
I hope this feedback is helpful and taken into consideration for future improvement.