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“Given a bad wrap”

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Sunrise Premium Resort Hoi An
Ranked #60 of 153 Hotels in Hoi An
Melbourne, Australia
Level 6 Contributor
137 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 88 helpful votes
“Given a bad wrap”
Reviewed February 19, 2013 via mobile

In this day and age of twitter and like. Often the faceless person at the other end of the computer can feel free to bad mouth and be negative about anything. It is easy when you have left somewhere to give it a bad wrap. Well as i write i am sitting at the bar having a welcoming beer. So the finish of some of the fittings look a bit amateurish who cares. The people are friendly and helpful. The food to date has been fresh and tasty. Our bed comfortable and the sheets are clean. What more do you need. I will sad to leave and I would come back again.

Stayed February 2013, traveled as a couple
Helpful?
3 Thank tony r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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English first
Hanoi, Vietnam
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed February 19, 2013

After reading mostly good reviews regarding this resort, we were really looking forward to our two night stay. As we booked during Tet, we were initially dissappointed that we could only get two nights at the hotel. I wanted to treat my visiting parents from Singapore with a stay at a lovely resort, but we were devastatingly dissapointed.

We were there from Feb 10-12. The front desk told us upon check in that breakfast was at the restuarant at the lobby. So on the first morning when i went there for breakfast, I was stopped short of the entrance and was asked to proceed to the convention room towards the back. When asked why, the restaurant manager's reply was that they were expecting high volume and did not want guests to wait for breakfast so another venue has been set up so we should proceed on there. No problem, have experienced that before and the hotels have always done well even with makeshift breakfast arrangements. When i got to the makeshift breakfast area, the food was horrible. The selection poor. The worst food that i have had at a resort! Even the buffet spread at the Brilliant Hotel in Danang outshone them by a mile!! There was no service at all and don't expect the staff to smile! As i have arrived before my husband, when he showed up later, he told me that the restaurant was empty and that only "whites' were there. When we looked around the convention room, all you see were asian guests. By now you must have guessed..we are asians. My husband is asian American and i am asian Singaporean.

When I asked another staff, one gave me a reply that the restaurant had service while the convention room had....he could not finish his sentence...Yes, no service at all! But don't we pay the same rates and some of those asian guests stayed in villas, mind you!

On the second morning, we were going to try to get seated in the restaurant. When i was walking towards the restaurant, I happen to see a caucasian couple headed that way, so i hurried and followed behind them. They walked right to the entrance of the restaurant and was shown a table right away. Whereas I was told to go straight to the back! Point proven!

Some of the asian guests caught on and some started to complain and even one guest called the restaurant manager a "ba^$^%#". Good for her!

Sorry, this resort though well maintained, new, great housekeeping staff (lovely people, only people who greet you with smile in the hallways and the only people i tipped!)....but the breakfast experience has left a really bad taste in my mouth on top of the horrible breakfast we were fed! Totally ruined our holiday!! thank God we only managed to book for two nights!

I have travelled all over the world, stayed in more hotels and resorts (5 stars too) than i can remember and even lived in a caucasian country like the US and in a red neck state like Texas for 10 years....but never in my life have i experienced such blatant racial prejudice and what is worst is asians treating asians bad!! Sad...really sad.

On check out, we told the reception of our experience, they said that that was for the big group and all we had to do was tell the restaurant our room number and they would seat us. Lady, dream on. Room number was never asked and the convention room was a firm directive. It was always "the restaurant is full and there is room at the back!" My husband is the FD for a MNC and they will be taking their account somewhere else!

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
21 Thank Tigerlily212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bucks
Level 6 Contributor
117 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed February 18, 2013

This is a very new hotel and the beautiful grounds with two swimming pools leads straight down to the beach. Unfortunately, when we were there, the beach was suffering from some erosion but a pathway lead along to the next small bay which was safe for swimming and the hotel provided life guard cover. Work had started on recovering the beach from the sea as we left so should all be OK now.
The room we had overlooked the hotel's well landscaped ground and pools with a view of the South China Sea. It was very comfortable, spacious and clean with a balconey which could be enclosed and was a nice seating area.
The staff were all very friendly and helpful and spoke good English. They were also so happy and smiling life just seemed even better! We really enjoyed the food and ate in the hotel every evening mainly in the outside bar/restaurant area. They had excellent barbeque evenings offering a very wide selection of food. We were amazed at the end of the week to find how little our food and drink had cost too!
Hoi An is a wonderful experience. It has World Heritage status and is so worth the visit. We will certainly stay at this hotel again because there is so much to explore. It was hot when we went at the end of January so might be a bit too hot for Brits later in the year!

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank K3ntishmaid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 6 Contributor
73 reviews
62 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed February 17, 2013

We stayed here for 10 nights in May, the hotel was still very new and they were clearly having some challenges with the beach erosion which meant at times there were diggers on the beach when you were trying to relax by the pool. Overall I would say the rooms and public areas of the hotel are really nice, it was a lovely setting to have dinner by the pool and also drinks outside of the bar. The resort was very quiet though particularly in the evening, if we decided to have a night cap after returning from Hoi An there were normally only one or two other couples. There was a huge choice at breakfast and the quality was great, so too was the shuttle bus into Hoi An which we used several times and the bike hire.

We are big fans of Asia and one of the reasons for this is the culture and friendliness of everyone and we found this lacking at Sunrise, the were one or two small moments of personal service but on the whole very impersonal. I have to say I think this is probably a reflection of the leadership, we saw who I think was the General Manager on several occasions one where he walked straight past us and didn't even make eye contact let alone acknowledge us, a complete contrast to other hotels we have stayed in where the manager wants to talk to you to get your feedback.

  • Stayed May 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank dentonsdestinations
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed February 6, 2013

Decided to spoil ourselves on our last nights in Vietnam after a great holiday, and looked for a resort to unwind and relax. The Sunrise didn't hit the mark. The staff are great and always helpful, which is typical of all the service we experienced in Vietnam during our stay. The hotel facilities are excellent and the breakfast is great. We were given a beach view room that overlooked the pool and that's where the problems began. Forget about an early night, lots of noise from the bars and restaurants downstairs, although the hotel appears to limit the opening times of these venues. The room had a connecting door, this is never good as noise always travels through, and we had a noisy neighbour, very frustrating. Whilst the pool, foyer and downstairs areas look good, the hotel is looking tires, and this is clearly evident from the upper floor.

Room Tip: Don't choose a room overlooking the pool areas
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank John R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Level 4 Contributor
40 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed February 4, 2013

Alike many of the other reviews for this resort we had decided to splurge a little in Hoi An and go for a nice resort by the beach. This wish unfortunately only somewhat came true where the actual rooms of the resort are quite nice, and the breakfast was fairly amazing the resort simply isn't ready for the masses yet and is set to disappoint as per my following comments...

The Negative:

The beach is being redone in the front (see photo) we were greeted to the sand bagged beach front to a closed beach with a noisy and potentially dangerous crane on the shore restructuring the heavy sandbags. The offer of apology from the manager was of a dirty and loud side beach with limited space that the hotel happened to be near by to.

The Jacuzzi jets in the pool do not work in either pool.

The view from our room (see photo) was of a construction site and was an eyesore

The fruit left in our room that should have been removed as it had gone off.

No daily fresh fruits to our room, even when I asked. Less costly hotels everywhere else in Vietnam would refresh fruits daily no questions at all.

The conceirge is not an in house employee, they organise things for you for a kick back (eg: hoian - danang booking in town 290,000 dong, vs 550,000 from the hotel. Another example was us getting our train tickets (see picture) with the real price hidden with masking tape and an inflated price given to us instead (by 200 dong each). If they wanted to take a kick back, which wasn't much, they should have simply told us, not done it underhanded.

Cab ride more expensive when ordering from reception, than if getting yourself (ie: should be 100 dong, though I'm sure that price is still up there). There's cabs out the front all the time but we were told from our room by reception they had to "specially" order one for us as there were none there, when we came out the front early we saw at least 3 cabs, none of which had been specially ordered for us as the drivers were not aware of our request.

Shuttle is inconvenient, between 4:00pm to 7:00pm there are no shuttles, the only understandable reason was that the hotel gets cab kickbacks during peek dinnertime trips to the city. The shuttle is also always packed for the last ~9:15pm bus leaving people behind every night. The booking system for the shuttle is ridiculous when you require a slip of paper as a "ticket", staff often forget to give these to you, leaving the bus driver confused, they could simply hand the bus driver a list of bookings and not have it up to each individual visitor to get tickets.

It would be nice to have a door on the toilet as the bathroom has a giant window that looks out onto the bedroom. I share much with my partner, but there are some things like this that are best left unshared.

The Wifi in the room was not great and we had to plug in for a wired option

Poor communication amongst staff:
* We called reception about reserving bicycles, but we did not get a promised callback about confirming these, we needed to go to reception to ensure it got booked.
* We organised a late checkout for 2:00pm, but reception called confused to see when we were checking out at 11:30am
* Again, shuttle tickets don't get handed out, so you need to keep reminding them that the driver requires them.

Lastly, and probably the worst finally ensuring that the resort will never improve, there are no customer feedback forms in the room, simply meaning that they don't care about what we think about their services. All other hotels I stayed in Vietnam had them in the room so we could complete them before checkout, not at Sunrise.


Good (yes it's not ALL totally bad, just mostly)

Breakfast is quite amazing, best I had in Vietnam. Good variety and quality.

Our room was clean and staff did room cleaning in the morning, and then turn down service in the evening which was very impressive.

The pool, it's surroundings, and atmosphere is nice.

Although I've read comments saying that the architecture is "like a hospital" we quite liked it, it had the face value appearance of a modern resort.

Room Tip: Request a room not facing the construction to the right of the beach (see picture). Also ask hotel...
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank Michael A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Level 4 Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed February 2, 2013

We stayed here for 4 nights for some quiet luxury after time in Hanoi and before going to Saigon. Quiet luxury is what we got. The resort is beautiful and ultra modern. Rooms are tastefully decorated with their own balcony. Bed was super comfortable. Staff were very friendly and efficient. The buffet breakfast was fantastic....a huge choice of delicious foods and tables both inside and out. We tried the free basket boat lesson which was fun and also did parasailing and jet skiing....great fun! We also took advantage of the free shuttle bus to Hoi An town and the bicycles to work off some of the wonderful food! Would not hesitate to recommend this hotel,

  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Michelle T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sunrise Premium Resort Hoi An

Property: Sunrise Premium Resort Hoi An
Address: Au Co Road, Cua Dai Beach, Hoi An, Vietnam
Phone Number:
Location: Vietnam > Quang Nam Province > Hoi An
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #60 of 153 Hotels in Hoi An
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sunrise Premium Resort Hoi An 5*
Number of rooms: 222
Official Description (provided by the hotel):
SUNRISE PREMIUM RESORT HOI AN - The Art of luxury Perfectly nestled alongside Cua Dai beach - one of the most beautiful beaches of the world with only 10- minutes' drive to Hoi An Ancient Town, Sunrise Hoi An Resort is one of the most luxury resort radiating the charm of Vietnam's most picturesque town. Here, experience the Art of Luxury paired with the unique cultural touches. Designed for offering tranquility but yet all the modern features a Resort has to offer, Families and Couples alike will enjoy the unique touch of Sunrise Service. Inspired to reflect Hoi An's heritage the resort is paying attention to the young guests with an exclusive Kids Club. Beauty and SPA Treatments are making Sunrise Hoi An resort a ultimate destination to unwind together with its breathtaking infinity lap pools overlooking Cham Island and has won multiple awards. Surrounded by lush garden and the center piece pool and its stunning lap pool SUNRISE PREMIUM RESORT HOI AN offers a total of 222 rooms ad luxurious appointed suites and 12 stunning Ocean Front villas. Designed by renewed and awarded UK Design Office NOOR Sunrise Hoi An Resort is capturing local style and contemporary living standards for guest rooms, suites and also Restaurants and Bars. SUNRISE PREMIUM RESORT HOI AN is not only an award winning resort however is proudly recognized to be leader in quality standards and a young and motivated team. Luxury Bathroom Amenities, luxurious beddings Sunrise offers the for its Premium Customers a private Club in which you can indulge and spoil yourself with many benefits such as an exclusive High Tea, unlimited usage of high-speed Internet, Complimentary bicycles and complimentary Minibar ... more   less 
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