I've just had the worst experience of customer service in South East Asia trying to book at the Hanoi Golden Hotel. I booked the superior double room via booking.com two days before arrival. I explained it was my fiancé's birthday and asked if they could assist with providing a cake.
I received and email the following day (the day before check-in) saying that one of their guests was ill and they had already agreed to let her stay in our room, so offered a deluxe twin room for the first night and then said we could move into our room on the second night (which is the day of my fiancé's birthday)
I explained that moving rooms is very disruptive and this wasn't acceptable. We are on a long trip and move around from hotel to hotel enough. I said that I would accept an alternative double room for the duration of our stay.
The response I received, although apologetic told me to cancel the booking through Booking.com myself.
I am left with trying to locate another hotel on the day of check in. And the additional admin of ensuring that Booking.com do not charge my credit card for late cancellation.
On the positive side, they offered a free birthday cake for my fiancé (had we stayed there).
- Official Description (provided by the hotel):
- Located in the heart of Nha Trang city, Hanoi Golden Hotel is just a convenient 5-minute walk to the beautiful Tran Phu Beach Street. Operating a 24-hour front desk, it features an outdoor swimming pool and provides free Wi-Fi access throughout the property.Featuring views of the city or the sea, modern air-conditioned rooms are fitted with parquet flooring, a flat-screen cable TV and minibar. En suite bathrooms are equipped with a hairdryer, bath or shower, slippers and free toiletries.Hanoi Golden Hotel provides luggage storage, laundry and ironing services. Guests may rent a car to explore the area and visit nearby attractions, while parking is provided on site. Conveniences in the hotel include a currency exchange and tour desk.The hotel's restaurant serves delectable Vietnamese and international cuisines and opens from 6:00-22:00. The rooftop bar offers a wide variety of beverages. Room service is available.The hotel is within a 5-minute drive from the local Dam Market, and a 15-minute drive to the well-known Po Nagar Temple. Cam Ranh International Airport is approximately a 45-minute drive away. ... more less
- Reservation Options:
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