Fusion Original Saigon Centre — Hotel in Ho Chi Minh City

A nice hotel in a great location. You will be in the center of the city with access to just about anything you'd want to see. The hotel itself is inside the shopping mall down a nicely decorated hallway, there are plenty of signs to find it. When we came in we were greeted by a bell-boy who took our things while we handled checking in, he then showed us our room as well as the pantry area where we could get coffee/snacks. The rooms are nice and very clean. The pool looks nice, but we didn't use it - too many fun things to do in the city. Generally, I would give the hotel 5 stars if it was marketed as a 3 or maybe even a 4-star hotel. But as a 5-star hotel, it was missing some of the class and above and beyond service you would expect from a 5-star hotel. It's not to say that service was poor, it just wasn't over the top like a 5-star hotel normally would provide. For example we had an issue with our toilet, we used the app to notify them, but no one came, clearly they don't check the app, we then called the front desk and they said they would send someone up to fix it after we checked in with them when we left. We explained that we were leaving now, but they insisted we needed to check with them on the way out. Strange.... not an issue, but why do I need to stop in at the front desk if I just spoke to the front desk on the phone, and why is the app not checked. It's a minor issue, but one that I would not expect at a "5-star" hotel. Overall our biggest area for improvement was the lack of obvious signage/instruction for how to enter the mall - and therefore the hotel after hours. The mall closes around 10PM and most doors except for a couple exit doors on the side of the mall (behind the water feature where taxi's drivers drop off customers) are locked after 10. Coming back late at night after an evening in the city is a bit unnerving when it appears you cannot get in to your hotel and suddenly you find yourself outside in the middle of the night seemingly locked out. It wasn't the end of the world, but I can see how a family with small kids could get pretty scared pretty quickly if they came back and had no obvious way into...

A hotel with a nice and interesting interior. Very attentive service. Good breakfast. Large selection of dishes that can be ordered from the menu (included in the price). NB! The portions of the dishes ordered from the menu are small. The selection of dishes is not very large, but everything we tried was delicious. There was one beer and a couple of lemonades and water in the minibar and they were free. There is a small kitchen in the corridor with a hot drinks machine and you can get free fruit from there in the morning and cookies in the evening. Our room had a good view of the city. The windows have very good noise insulation, street noise was not heard in the room at all. The hotel is located in a shopping mall and the access to it is through the mall, which slightly reduces the feeling of exclusivity, but for those interested in shopping, this can be a plus. Very central location. Saigon Square Market is next door and Ben Thanh Market is a short walk away. The high-end shopping area and promenade of the city center are a 5-minute walk away. The swimming pool is on the sixth-floor terrace and is shared between two hotels. There are very few sun loungers by the pool and you may not get a seat during peak hours. We chose this hotel because we definitely wanted a hotel right in the city centre with a good pool and not a worn-out interior, and this seemed to best meet these criteria. At first it seemed that we could have chosen a larger hotel to feel the life around us, but at the same time we really liked that the breakfast had a very nice and peaceful atmosphere without any hustle and bustle. There were small problems in the room, but they were resolved very quickly The air conditioner is right next to the bed and blows on. There are two bad choices, either turn off the air conditioner and suffer the heat or suffer the cool air blowing...

We had a truly excellent stay at Fusion Original Saigon Centre—right up until the final moments. From the moment we arrived, the hotel delivered on its promise of a stylish, comfortable, and premium experience. The rooms were beautifully designed, the location was unbeatable, and most of the staff we encountered were friendly and professional. We genuinely enjoyed our time and were prepared to leave with glowing feedback.

Unfortunately, everything changed after we checked out. We left our bags at the hotel for safekeeping, planning to return later in the day to collect them before heading to the airport. When we came back, we were suddenly approached at the front desk and told that a face cloth from our room had been stained, and that we were required to pay 50,000 VND to replace it.

While that may seem like a small amount, the way it was handled was completely unacceptable—abrupt, awkward, and frankly embarrassing. We had just spent over 21,000,000 VND on our stay (around AUD $1,200) only to be pulled aside and pressured to pay for what amounts to a $2 face towel.

It’s not the cost that bothers me—it’s the principle and lack of tact. In a hotel positioning itself as a high-end experience, this kind of petty and ungracious behavior is completely out of place. There was no discretion, no proper explanation, and no gesture of goodwill, just an uncomfortable accusation that left us feeling humiliated over something incredibly minor.

What could have ended as a five-star review turned into a major disappointment. Sadly, the entire memory of our stay is now overshadowed by this last interaction. I hope the hotel reconsiders how it handles these situations in the future, because treating guests this way—especially after they’ve already spent a significant amount—is a sure way to lose loyalty and...