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“Beautiful .....but service disappointing” 3 of 5 bubbles
Review of Victoria Hoi An Beach Resort & Spa

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Victoria Hoi An Beach Resort & Spa
Ranked #38 of 135 Hotels in Hoi An
Certificate of Excellence
Ho Chi Minh City, Vietnam
Level Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Beautiful .....but service disappointing”
3 of 5 bubbles Reviewed March 22, 2013

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.

Room Tip: We had a back facing room over the river and it was perfectly nice. Nice if you want to have one of...
See more room tips
  • Stayed March 2013, traveled with friends
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank citytoots
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 25, 2013
Dear Citytoots,

Thank you very much for your long review and we are sorry to hear that we are unable to meet all your expectations.
We are happy to pass your nice comment to Executive Chef and by the same time, we will check the spa treatment and set again the procedure for recommendation of outside service.
We are terribly sorry for the misunderstanding and weak cooperation between Front Office and Food & Beverage Department regarding a wine tasting.

Once again, thank you very much for all your constructive comments, which help us to improve our service standard.
We look forward to having a chance of serving you better in the future should you come back to Hoi An.

Very best regards,

The Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,017 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (514)
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South Pasadena, California
Level Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed March 21, 2013

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.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank BefreeAnnie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 25, 2013
Dear Modest,

We would like to thank you for your kind comments!
We are happy to hear that you had a great stay and very delighted to welcome you to the Victoria Hoi An Beach Resort & Spa again.

Kind regards,

The Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
UK
Level Contributor
15 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
2 of 5 bubbles Reviewed March 21, 2013

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.

  • Stayed February 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank Hairloos30
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 27, 2013
Dear Hairloos30,

Thank you very much for your long review!

We are sorry to hear that we are unable to meet all your expectations even we tried our best to satisfy all your requests.
Just very short note to say that there were something that beyond our control but we would try our best to improve our service and facilities.

We do wish you a safe and happy trip and hope we can at least invite you for a drink the next time you come to Hoi An.

Best regards,

The Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hobart, Australia
Level Contributor
183 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
5 of 5 bubbles Reviewed March 20, 2013

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.

Room Tip: We chose beachfront rooms which were located near pool, bars and restaurant and had no issues with n...
See more room tips
  • Stayed March 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank TelNin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 25, 2013
Dear TelNin,

Thank you very much for having taken the time to write a review of our resort.
We are very happy to hear that you had a thoroughly enjoyable stay. It is great to hear that you liked the dance show, the sidecar trip and the garden.

We look forward to welcoming you again soon!

Best regards,

The Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Notts
Level Contributor
77 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
4 of 5 bubbles Reviewed March 19, 2013

We very much enjoyed our stay in the Victoria even though we had dissappointing weather there was still lots to do. It appears to me that you dont get a bad view at this hotel. We had a standard room which had a balcony which overlooked the main road and the sea inlet( opposed to the more expensive sea front) but it was lovely. Breakfasts were good lots to choose from. We took advantage of the free bike hire and the courtesy bus to and from town. What a great place next time we go though we would like to see it in good weather.

  • Stayed March 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank JammyNotts
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 21, 2013
Dear Jammy Notts,

Thank you very much for your nice review about Victoria Hoi An Beach Resort & Spa.
We are glad to hear that you had an enjoyable stay and it would be a pleasure to welcome you again, in nice weather of course.

Warmest regards,

The Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edinburgh, United Kingdom
Level Contributor
60 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
5 of 5 bubbles Reviewed March 18, 2013

This hotel was one of the prettiest and nicest we stayed in on our trip with fantastic staff, really nice bedrooms and excellent breakfasts.

Whilst it was some miles from the centre of Hoi An they ran a complimentary bus hourly and the local taxis were cheap and plentiful.

Hoi An itself has nice beaches and has a French colonial feel to it.

If you are going to Hoi An stay at this hotel, you will not be disappointed.

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank flyingtame
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 21, 2013
Dear Flyingtame,

Thank you very much indeed for having taken the time to write a review about our resort.
We are very happy to hear that you had a thoroughly enjoyable stay. We look forward to welcoming you to the Victoria Hoi An Beach Resort & Spa again.

Best regards,

The Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
massachusetts
Level Contributor
73 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
5 of 5 bubbles Reviewed March 18, 2013

a perfectly located property right in town. gracious grounds, huge room, sitting area, and fabulous bath. plush patio on the river. very gentle and accommodating staff. easy walk to everything hoi an offers. too bad we were only there 2 nites - hoi an is charming and has great shopping and food.

Room Tip: splurge for a riverfront room, it is worth the little bit extra.
See more room tips
  • Stayed January 2013, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank jandsboston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Trang P, Manager at Victoria Hoi An Beach Resort & Spa, responded to this review, March 21, 2013
Dear Jandsboston,

We would like to thank you for your kind comments.
We are happy to hear that you had a great stay and would be delighted to welcome you to the Victoria Hoi An Beach Resort & Spa again.

Best regards,

The Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Victoria Hoi An Beach Resort & Spa

Property: Victoria Hoi An Beach Resort & Spa
Address: Cua Dai Beach, Hoi An, Vietnam
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 ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Hoi An
#5 Top resorts Hotel in Hoi An
#8 Romantic Hotel in Hoi An
#8 Family Hotel in Hoi An
#10 On the Beach Hotel in Hoi An
#15 Luxury Hotel in Hoi An
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Victoria Hoi An Beach Resort & Spa 4*
Number of rooms: 109
Official Description (provided by the hotel):
Discover Hoi An, splendor of the past Annam, a most charming town listed as a World Heritage site by UNESCO. Explore the vestiges of a glorious Cham past. Victoria Hoi An Beach Resort & Spa replicates a traditional fishing village with small streets, water ponds and village houses with clay-tiled roofs, providing a warm and restful environment. ... more   less 
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Also Known As:
Victoria Hoi An Beach Resort And Spa
Victoria Hoi An Beach Hotel Hoi An

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