Was super excited to go to Hoi An and stay in Victoria as I had rave reviews and recommendations from friends who had stayed.

Firstly the hotel, pool and beach are absolutely beautiful - one of the nicest I have ever stayed in. The grounds are immaculate and lovely to walk around, pool is amazing and beach is serene. The rooms were lovely and well kept also and we had a great balcony overlooking the river.

Another positive was the lovely breakfast and the Chef (French I think) who was out several mornings and during a buffet we did to chat and check up on things. A great attribute!

I don't tend to write negative reviews as they can just be my own personal experience of a place but the reason we were disappointed is because of some terrible service quality issues with staff which just left us feeling like 'eh- WTF??" rather than that wow factor you expect from a wonderful 4/5 star holiday/ hotel.

When we arrived (before we had even checked in or got to room) the sales pitch for restaurants and tailor to visit in town made us feel awkward. This same thing happened when getting the hotel bus to town and whilst heading out of the hotel several times. I appreciate helpfulness but this definitely was inappropriate and I doubt (or would be shocked) if a foreign manager knew of this going on.

A server on egg station at breakfast and fish on buffet night who hardly acknowledged your requests?!!

A few other annoyances like being asked several times to join a wine tasting session one evening so, we signed up and when we turned up several staff told it was for an outside function only and we tried to explain that we'd been asked to join and were staying at the hotel....same answer and blank stares! Ok- went into town and on return tried to ask night porter for wine opener ....answers that followed were "restaurant is shut"..... then we asked, could you get from the bar? "I don't work there"..... we were actually shocked! The deputy manager (i believe) did apologize and try to make amends which we appreciated.

The spa we were also disappointed in as it was pricey and less than the hour we paid for (that was including the time to wash feet, get set up in room and towel down all in under an hour!!!) and it was not even busy.

I realise that Victoria gets rave reviews and I don't know if this has made them complacent. It is absolutely beautiful and I would go again......I just hope they up the ante on the service quality.

We stayed in the junior suite at the Victoria Hoi An Beach Resort & Spa for a day during our trip to Vietnam. This is a beautiful hotel. We would stay for another day but the rooms were all booked the next day, so we had to move to another hotel in Hoi An. The room is modern and I love the fact that it was beachfront. We could hear the soothing wave from our room. We got lucky since the weather was nice and we had the opportunity to see the sun rising. That was a beautiful sight! The service was great; the servers were courteous and breakfast was excellent. We enjoyed the pool while we were there. We also stayed in a Victoria Hotel while we visited Angkor Wak. And it was great as well. I would definitely stay in a Victoria hotel if I visit the area again in the future.

We stayed at the end of February and were very disappointed. I can understand people's positive reviews - the beach is lovely and the sea front location cannot be disputed but for us the hotel simply wasn't up to standard. We moved after 2 nights (we were meant to stay for 8) as issues and problems kept coming.

Our doubled glazed cocoon suite was spacious but various things did not work - door out to the garden didn't work, lights did not work, bath looked old and grey and there were problems with the aircon. Early in the evening on our first night the bar over the road from the hotel had a party and the music was so loud it kept our 2 1/2 year old awake. The hotel offered to move us to another suite on the opposite side of the hotel which we did however there were still problems - faulty lights, the bath plug didn't work and looked older than the previous bath, the shower stand wobbled dangerously, wicker mats on the wall of bathroom flapped in the wind and then in the night the power went off for 3+ hours so no fan or air con (electricity upgrade). There was a huge cockroach outside our room and in the morning small droppings on our patio outside. Either side of the hotel is waste land with no real effort to hide it.

The swimming pool is nice but once when we were there rubbish (plastic bottles and litter) were left poolside for 2+ hours whilst the pool boys did little more than give out towels. Food was left on tables until we got up – service was at times slow and whilst friendly not professional. Breakfast was varied - served in a large room with little character or charm (felt more Greek 2* restaurant). As a previous reviewer said there was a school trip of 60+ kids staying – to be fair to them they were well behaved but that has to tell you where the hotel now pitches itself.

I know this review goes against all the other good ones but in our opinion this resort is not maintained enough, the service whilst friendly was clunky, rooms have too many faults and management no where to be seen. Whilst I started my review off by saying I understand the positive reviews I am also confused by them. If you are looking for great service, lovely rooms, management in bars and restaurants overseeing service to make sure it is of an excellent standard, cleanliness & a hotel that prides itself on these things then stay at the Nam Hai – we moved and wished we had not wasted 2 days at the Victoria. If not then stay here – one unexpected slide down the strangely steep bridges over the water ways or sitting on a damp cushion at dinner you may wish you hadn’t.

We spent five days in this resort and loved every minute. The staff are fantastic and all the facilities immaculate. There was not any aspect of our stay that was disappointing. Highlights were the traditional dancers, and the Ural sidecar tour that takes you through the rice paddies and herb gardens located nearby. Our party were absolutely delighted with our stay and the service we received, we will definitely return to Hoi An and will definitely stay at the Victoria again. The gardens of the Victoria are beautiful.