My girlfriend and I stayed for 5 nights at Furama at the start of May 2009. The first thing to be clear about is that Furama is a beautiful resort. Clean, large rooms, beautiful grounds, fantastic food and cocktails, clean pools & beach etc. Although, for over US$200 per night, I would expect nothing less . However, there are several things that mean that Furama resort just isn't worth staying in. The principal one being Service - The staff are polite but not friendly, and the level of English spoken is very poor indeed. When you stay in such an expensive resort, it is not too demanding to expect staff to understand simple requests. We had many incidents of average service - To name just a few examples, not re-filling coffee cups at breakfast, or taking ages to bring a sandwich, or taking over 25 minutes to bring our bags to the room when we arrived (I ended up going to reception and getting them myself, as our phone call to reception didn't make any difference!) and these are not issues that can be blamed on the language barrier. I am aware that these are small issues, but its perfectly reasonable to expect the standards of service to match the price tag - Especially when a 5% sevice charge is added on to everything! This was supposed to be the highlight of our trip to Vietnam. We cannot afford to stay in hotels this expensive as the norm, it was a real extravagance for us to stay here, yet we got better service from our US$40 per night hotel in hanoi (hanoi Elegance 4 hotel - highly recommended). I expect to see a response from hotel management saying that we should have brought these issues to their attention at the time, so that they could rectify them. Well, that's precisely my point - If the hotel offered 5 star service, as the price tag suggests it should, then these issues shouldn't be happening in the first place! That is why Furama is just not worth the money. An apology for basic, simple things going wrong isn't what I want - I want them right first time round. Of course, mistakes can happen, but these weren't mistakes. Over the course of 5 days, you can clearly see that. This hotel does not offer 5 star levels of service, its that simple.
In addition to the average service, the hotel facilities, food and drink are very expensive. Not really surprising, and I must say that the food is very nice. But US$25 per head for a buffet dinner makes eating and drinking at the hotel a wallet busting experience! massgaes and Spa treatments are extortionate compared to places outside the hotel too. There is also currently quite a bit of noisy building work going on right next door at the moment, though obviously this is not the fault of the hotel.
I have no fault with the rooms, or facilities of the hotel, but I came away knowing that I did not get value for money. I have never done a Trip advisor review before, but feel that my experience here is worth sharing, as spending so much money on such an average experience was the lowlight of our fantastic Vietnam trip.
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