The summary of this review is do not stay in this hotel unless you want to support the owner who abuses the staff and happily will punish them in a significant financial way for situations out of their control. There are many hotels in Hue that offer equivalent and even better value for money. Give your money to another more deserving hotel.
So here’s the long version.
The hotel has recently been renovated – about 4 months ago - so any construction noises mentioned in other reviews has now gone. Our room was cute – narrow and long with a view onto the street, it is set back from the street a little so it is quiet, however the acoustics of the hotel are such that you can hear noises in the hall way and stairwell. The room had free wifi, ac, 2 double beds – strangely no top sheets. Our room was $15 and came with breakfast, which was a tasty pho, but they had other things as well.
Everything was good. We were booked for 3 nights.
At 5am on our first night we were woken by what sounded like a small explosion. Upon investigation, one of the recently installed curved tempered glass doors in the shower had shattered. We were very sleepy, the drama was over, the hotel was asleep and quiet and we decided to deal with it in the morning. Later at 9:30 am we went to breakfast and told the girl at the front desk who spoke some english what had happened. She politely smiled, said OK and we proceeded to have breakfast. Following breakfast when it appeared that nothing was really happening we repeated this, we knew we would need to change rooms, again we got a smile. Realizing that this was maybe not translating well we asked the girl to follow us. When she saw glass shattered all over the bathroom floor she finally realized and turned pale and looked frightened, that’s when things started going downhill. After some time her first comment was “very expensive for you to pay”. Immediately we realized this was heading down the wrong path – we after all had nothing to do with the glass breaking. Quickly we did research online and discovered that spontaneously shattering tempered glass was not that uncommon and was a issue that the industry has not yet 100% solved, it could happen at any time and although there were many reasons it could happen the most common was poor manufacturing leading to a failure similar to what we were woken by. This type of failure is typically covered by manufacturer warranty. Armed with this we realized that it was best to talk to the owner rather than the front reception. We were told that the owner did not speak any english, was not available and we must pay for the damage we did . From the owners point of view the room was in perfect condition when we moved in therefore anything no longer in perfect condition we must pay for. Following many long discussions and significant input from a impartial 3rd party that tried to help work this out it was determined that if we did not pay then the owner was going to force the staff to pay – which amounted to more than 1 months salary. If they did not pay then he would fire them. At no time did the owner want to show himself or partake in the conversation. The idea that the supplier might replace the door was apparently laughable. To the owner it was black and white – either “the tourists” pay or the staff who let them go without paying must pay. Given the choice of this we decided to pay the money so that the employees could keep their jobs and not have to make up for us walking away – even though we had nothing to do with the breakage it seemed too unfair that the staff were to be punished for something the owner needed act like an adult and be responsible for. Naturally we did not stay the following two nights and checked into another which was equally nice less than 100m away and it was actually a little cheaper.
Hopefully this review will not get the hard working employees fired but we felt it important to share the mentality of the people you do not get to see – the one controlling out the back. Do not support this hotel, there are many others in the same price range and quality that do not keep their staff in fear like this.
Unfortunately because of owners attitude the staff at this hotel can never have your best interests at heart because the owner effectively forces a choice on ‘you vs them’, and it is a pity but this mentality overtime finds its way in other everyday interactions between staff & guests.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.