The location of this hotel was really good. You could walk to restaurants, shops, and the Ben Tranh Market (although it took us a while to get there because of the "traffic jam" on the side walks due to many Vietnamese going to the area to take photos of the Xmas decorations and lights).
We booked interconnecting rooms and were given two rooms with their own doors and a bigger French door outside that leads to these two doors. It was not the typical interconnecting door inside the rooms. The room with the king sized bed smelled like an ash tray so we asked for another room. We were told the other two rooms were not ready until 7pm and we were allowed to stay in one of the rooms to rest in the mean time. We returned to the hotel after 7pm, and were told that non-smoking interconnecting rooms were not really available. They upgraded us to executive level with two side by side rooms. Since our children are still young, we were afraid for them to sleep in a room all by themselves, so my husband had to sleep with our little one in one room, and I slept in the room with the older daughter. If we had known this, we would have booked one room with extra beds only. The room was big enough for two extra beds but I think the hotel policy was a maximum of one extra bed per room.
But the service attitude of the girl (she was the Guest Relations Manager on duty on 21 December in the evening) who showed us the room was so good that we forgave the hotel for not having the rooms. The executive rooms had a bigger bathroom, and double basins compared to the room they gave us at first. It also had a better view of the city instead of the roof tops and the pool of the hotel next door. There was also an apologetic note with a fruit basket waiting for us in the rooms. They could easily put another big door outside of these two rooms to accommodate families.
The breakfast was really good with a variety of food from different regions. Probably one of the best in the hotels I have stayed in. The Pho was very tasty.
There is a Circle K convenience store across the street from the hotel which makes it very convenient to buy drinking water as it was really hot. You cannot drink the tap water in Vietnam. The hotel does provide two bottles of drinking water but if you drink the Evian, you will be 15 euros poorer.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your comments. We really appreciate it when our guests take the time to detail their experience in this way.
We apologize for not being able to accommodate the room that you booked this time. We have noted your comments regarding the condition of room and rest assured, we have raised this issue with our Housekeeping team and we will address it through our ongoing quality training and maintenance programs.
When next your travel plans bring you back to Ho Chi Minh City, we trust you will once again return to the Sheraton Saigon Hotel and Towers as this will enable us to show you that this isolated incident is not indicative of the usually high level of service we offer.
Once again, thank you for your feedback and we sincerely apologize for any inconvenience caused during your stay.
Director of Sales and Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.