Rosewood Hotels & Resorts-boenden i Da Nang

It is hard to express my letter of disappointment with Hoiana at this moment. While this had previously been one of my favorite hotels when visiting central Vietnam, I can’t help but wonder what went so far downhill to cause service failure after service failure after service failure. Frankly, the entire seven night stay should’ve been completely complimentary after the experiences I’ve had. And, when requesting a meeting with the general manager, there is no one available to see you. A brand new watch went missing from my room. But there was no investigation. No one looked into it at all in fact.  The bellman, the front desk staff, the restaurant staff and the in-room dining staff were friendly, kind and genuine people. The management team on the other hand should really be re-trained or given more tools to resolve guest issues. When I tell you about a service delivery failure, I don’t need or expect something for free. But, it seems that is all they are authorized to do. What I need and expect from a “five star resort” is service that meets the international standards for 5 stars, not excuse after excuse: we’re understaffed, it’s so busy during the holidays. (I know it is a busy time, you increase your prices to reflect this but not your service; in fact, you have lower service standards and higher prices. Disgraceful. A few of the issues: -disturbed at 9 pm while I’m enjoying my Christmas Day dinner and drinks with my friends and friends - held hostage for 40 minutes in the resort cigar language because they do not have a working credit card machine and apparently don’t accept room charge for this property, only the Beach Resort, Hotel or Residences -ignored by the Downtime Relax Spa because they are “too busy today to respond” — I phoned and no one available to take my booking; they said they would call me back. 60 minutes later, still nothing. I even emailed the previous day; no reply. Quite honestly, I’m not sure what the benefit of staying here was — it was a waste of time, money, energy and was a frustrating Christmas rather than a relaxing one. Overall, just beyond disappointed. And a missing watch with no follow-up when reported.