VIETHOME PREMIER - Masteri West Heights

I do not recommend these serviced apartments. We had a very bad experience from the start. We arrived at 14:00, the stated check-in time. The address provided was vague (the complex is huge), and the contact number on the booking did not respond for some time. When he finally answered on WhatsApp, we were told the room was dirty and would take one hour to prepare. That “one hour” turned into three hours, and we only got access to the apartment around 17:00. This is unacceptable and should have been communicated in advance. The contact person was rude and unapologetic. When we complained, he told us to “just cancel” if we didn’t like it. By then we had already paid for transport and made plans, so cancelling was not an option—and the booking site would have charged us anyway. On the way to the apartment, the elevator broke down and we were trapped inside for about 25 minutes in the dark with no air-conditioning. We immediately contacted the owner and even sent him a video of us stuck inside. I can see on WhatsApp that he read the message and watched the video, but he offered no assistance whatsoever. Later, he claimed he was not responsible for the elevators, only the apartment—all while we were still trapped in a dangerous situation. We eventually got out only because a resident inside spoke with maintenance, and the doors opened between two floors, forcing us to climb out using a chair. Extremely unsafe. After waiting three extra hours for “cleaning,” we entered the apartment only to find garbage on the balcony and cigarette butts, despite it being advertised as non-smoking. That evening, we tried to use the pool—the main reason we booked this property. The posted sign clearly stated it closed at 22:00, but we were denied entry because they had arbitrarily decided to close it at 21:00. The next morning at 08:00, someone rang our doorbell and left before I could answer. Soon after, loud drilling began in the apartment above and continued all morning. Later, around 18:00, a very loud announcement in Vietnamese played through all the hallways, making it impossible to rest. Another major inconvenience: the key provided only works for the elevators. To even access the elevator area, there is a locked door. Since our key did not open this door, we had to wait for strangers to let us in just to reach the apartment. In conclusion: The apartment has a decent view, but everything else about the experience was frustrating, unsafe, and unprofessional. The management is unreliable, unhelpful, and dismissive. The area itself has little to offer, with limited food options or things to do nearby. I strongly recommend avoiding this property, and I believe Trip.com should remove it from their listings.

Normal

Cozy space with soft lighting. Has a sofa, TV, and working air conditioner. City view at sunset is lovely.