After being recommended Vinh Huy from the owner of a great hotel in Hue (Phoenix Hotel) we arrived of the bus and got a taxi straight there. We paid $14 a night for a twin room, after talking to other guests everyone seemed to paying a different price, room was spacious but everything was dusty and dirty, the bathroom floor had not been cleaned in a long time and inside the fridge was disgusting.As we knew we would be spending little time in the room we looked past this as having been traveling for the past 5 months we knew you get what you pay for room wise.
The first night we realized the air-con wasn't working properly, we couldn't control the temperature etc and the room was way to hot to sleep comfortably. Over 3 nights we asked 5 times about this and nothing was done. We asked for a reduction in the room price but the receptionist told us that air-con was included for free so that was not possible, no apology or nothing.
Also every time we headed out of the hotel, the same receptionist would pester us about going to the two tailors she recommended and slating the others we had been recommended by close friends, if you use the ones she tells you about she gets a good percentage of the sale.
The worst was still to come. We had done a little research but were quickly running out of time to book our overnight train ticket to Hanoi so we booked it through the same receptionist, she quoted us 783,000VD, we thought this a bit expensive but decided this was our only option. When the ticket arrive on the day we were leaving, we were very surprised to see the ticket had been stapled into a piece of paper covering the price. We unpicked it and to our amazement the actual ticket price was just 565,000VD! We had paid over 2,000VD extra per ticket to the hotel. We were shocked about this, we had expected to pay some commission, as we have done in the past with other hotels and companies but never this much. We confronted another receptionist who was on shift, she was unable to explain the extra cost, making up excuses like 'you get food on the train' it's 25% VAT etc, we had used the trains in Vietnam before an knew this was not the case. She called the receptionist who we had booked the tickets through, when she eventually arrived, she herself could not give us an accurate rundown of the extra cost and kept getting her figures confused. She started to get angry and say it was our problem and not hers! She seemed shocked that we had caught her out, but she just did not care about us as the customer, she had her money and nothing else seemed to matter. At this stage we were so disgraced by her attitude and customer service we just left. Again we had no apology, no 'thank you for staying' with us. We left to what we assume was her bad mouthing and ranting about us to her colleagues in Vietnamese.
We will not return or recommended this hotel to anyone. They need serious lessons in customer service.
- Official Description (provided by the hotel):
- locates in the heart of hoi an city center ... more less
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