Icon Saigon - Lifestyle Design Hotel recensioner

DO NOT STAY IN THIS HOTEL!!! We had the worst experience in this hotel! I’m from Vancouver, Canada and we booked this hotel for 3 nights as we saw good reviews and the hotel looked stylish. I wrote in detail that I would arrive late at 11pm but actually arrived at midnight or shortly there after and check in time is 2pm. We came to a room that was extremely cramped and terribly small with the AC not working and a window that could not open. I called the front desk and they twice sent someone to attempt to fix the AC at 2am and 4am in the morning. They AC would run for about 30 minutes after they attempted to fix it before it broke again. We had the worst sleep and terrible service there after. We spoke to the front desk and the manager in the morning at 7am and we were upset. There shouldn’t be an excuse where they had about 10 hours to fix the AC before we arrived since we arrived so late from the checkin time. We explained to the manager that this is terrible for us to go thru after such a long flight and we couldn’t sleep and this room did not come as advertised as we don’t have working AC. We then asked for another room but the hotel was fully booked and they could not give us another room. After that we said that we cannot stay here while we hope for them to fix the AC as it was already attempted twice in the middle of the night. We politely asked for a refund and we said that we have no choice but to book another hotel as we can’t wait because We were literally drenched in sweat just trying to get get ready for our day. The manager agreed for a full refund and then went back on her word after. I then spoke to Trip.com about this and they also would not help me with the matter as well. This has been the worst experience with both Trip.com and Icon Saigon hotel. I would not use either of them again. Trip.com does not support the advertisement of the hotel on their website and did not support my claim for the refund. Only a partial refund and and coins on their website. Use another platform to plan your vacation and another hotel. Don’t let your vacation be ruined like ours has. No one deserves this kind of unprofessionalism and treatment as a paying customer! I’ve attached a photo of the email trip.com has sent back to me. They would not do anything about but authorize $33 in coins back to me along with 2 nights refund.