Friendly and caring staff

Beautiful location and grounds. Mix of good and rubbish, which is typical of Vietnamese owned hotels I understand. The hotel claims to be of international standards but this is not so. Appalling meal in Bamboo Restaurant, warm wine, served half way through dinner where food arrived all together. No staff training or English spoken. More interested in clearing tables away then providing a customer service. Having said that, excellent and professional service in another restaurant on site the following day. Front of house staff excellent and a credit, big shoutout to Anh. A real mix bag of experiences.

More staff training. If you are calling yourself an internationally acclaimed hotel, don’t just cater for the local market.

Staff: very friendly and ready for help. They support customers's requests quickly and efficiently. Location: the location is super good, quite and large. It's good for enjoying a weekend.

Food: the food is bad and expensive. I ordered food to the room, so maybe the quality is not good enough. Facilities: there is no microwave in the room, so quite inconvenience for warmup food or free on your options.

The location, gardening and interiors are very good. The facilities, especially the pool are adequate. Breakfast is quite good.

Whilst the facilities look 5 star, the experience is much, much lower standard. Everything is restricted, monitored, inflexible, tense and somewhat joyless. You get told off by pool attendants if you have not checked in at the poolside to be tagged like a prisoner, the dinner options are hotpot or…. hotpot. (How does a vegetarian feel about having a pile of raw meat put in front of them without any warning?) you are half- or full-board you have to pay extra for water. (The kids were given fries, but that was also the only kids’ option at lunch, at an addional cost, of course.) After 1 hour at dinner, with it clearly evident that I wasn’t going to eat the hotpot that had been placed on the table, the staff suggested the room service menu, so I signed the bill for my water and left. You have to ask multiple times to get the wifi turned on in the room. The room has a kitchen but has nothing in it (not even a basic minibar set). On a Thursday evening half of the food/drink options are closed, including those that are potentially most attractive, off of the central lobby. The issue, as ever, is a management issue. The managers train the staff to exercise discipline, efficiency and conformity to rules as a way of running a hotel. Rather than a focus on guest experience. So, at check out they do not ask whether enjoyed your stay: there’s no rule to check so nothing is said. I continue to strongly advise western visitors to avoid these large Vietnamese chain hotels. They never change. I occasionally give them another try but, oh boy, I am taking one for the team….

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So expensive room, foods