Park Hyatt Saigon — Hotel in Ho Chi Minh City

I had my worst experience at their Square One restaurant. I together with my husband and child stayed at their suites room on Saturday 7 September. Around 4-5pm on the same day, I went down to the restaurant to ask for their support to have my child’s food ready at 6pm (that’s their opening hour and I have a 1 year old child so he needs to eat earlier). I was greeted at the front desk by a female staff who appeared to be somewhat rude and not supportive. She insisted on not taking my order and having the food ready at 6pm and her reason was they couldn’t make the food ahead and wait till 6pm to serve us as they could not assure the quality of the food would be the same. I understood but kindly asked if they could start making it at 5:45pm and by the time we arrive it will be served right away. She eventually agreed to let me order but added: “But we will not be responsible if the quality of the food cannot be maintained”. I mean Im sorry but you’re a restaurant situated in a 5-star hotel. As long as you serve me and I eat your food in YOUR restaurant, you are completely responsible for the quality of the food that you serve me. Anyways, I was very annoyed and was given a very bad first impression of this restaurant but I walked away and tried not to be bothered. Later that evening, I, together with my whole family who also stay at the hotel, came in for dinner at 6:15pm. Keep in mind I was there for a casual stay and I was wearing a casual dress with my Birkenstock sandals. We all sat down and I sat next to my child at one end of the table and I was very busy feeding my child. The same female staff who greeted me earlier was assigned to serve our table. However, she completely ignored me and did not serve me my water, and skipped me when she went around to serve bread to everyone. So yes, everyone got water and bread and when It was my turn she just walked away. I was so shocked and upset, I immediately mentioned it to her and her manager who was standing around. The manager came to me with the bread basket but offered Zero apology at that moment. I still cannot understand why and how such a high end restaurant could offer this kind of service and attitude. Okay maybe I was not wearing the fanciest dress to dine at their restaurant but if that was the reason for them to treat me differently than others, that is very disappointing and sad for such a hotel. We are all very highly educated people and it was pretty obvious we were able to afford our meal at the restaurant so I cannot understand why such discrimination is still happening here? Having worked in Hospitality industry for years, Im very sad to say your service is so far the worst I have experienced. And I will never come back or recommend you to anyone. Even if your food is top notch quality, but with this kind of service attitude and arrogance, you will lose a lot of customers because simply you had your chance to leave them with great first impression but you lost it. Not only that, I walked away with absolutely NO apology. My mom later that evening told me they apologized to her. I am sorry but what did it have to do with my mom? The customer you offended and treated poorly was me, not my mom. So yeah, you just lost me another time here! How sad! I have read all your restaurant’s Google reviews and seems like you have carried this attitude and service for a while. And the fact that none of your representatives tried to reply to people’s upset reviews and comments tells me what level your customer relations quality is at. I just really hope your upper managers can see my review and do something to save your restaurant because I am very upset and I will make sure this story is shared so people can avoid going through so much rage! If you are the manager and wonders who the female staff I mentioned was, please check your camera at the front desk from 4-5pm, Saturday 7...

My boyfriend and I have been to Park Hyatt many times to use the services but after this experience I would like to say goodbye. I am writing to express my deep disappointment and frustration with the unacceptable experience my boyfriend and I had at Park Hyatt Saigon on November 28, 2024. What was supposed to be a special evening at the Tree Lighting Ceremony turned into a deeply upsetting ordeal that left us both disheartened and angry.

My boyfriend had seen the event advertised on your official fan page and contacted your team earlier in the week (three days before the event) to book a table at the Café Lounge. During this exchange, he provided all necessary details, including the date, time, number of guests, and preferred seating area. Your admin team requested his email and phone number, and he received a confirmation that the table was booked.

However, upon our arrival, your staff (a woman in an áo dài) claimed that there was no record of our reservation. When we provided proof of the confirmed messages, she asked us to wait while she checked with other staff members (two in suits). Eventually, one of them took screenshots of the messages and said they would check with your MarCom team later while we were there already.

At this point, we had been standing there for over 15 minutes without any apology, explanation, or resolution. When we pressed for answers, your staff simply stated that the venue was "fully booked" and offered no solution other than for us to stand in the lobby to watch the ceremony. Only after my boyfriend expressed his anger did the staff begrudgingly apologize and offer two complimentary sparkling drinks as compensation.

Adding insult to injury, the offered "compensation" was far from adequate or thoughtful. It felt like a token gesture to placate us, especially since we were essentially left to stand in the lobby as if we were second-class guests.

Furthermore, your staff continued to make matters worse by adding unnecessary obstacles. One staff member had the audacity to ask, "Did you receive the email from Park Hyatt?" despite the fact that your team had already confirmed the booking but forgot to send any such email. This unnecessary question felt like an attempt to shift blame onto us rather than owning up to your mistake.

When we decided to leave, another staff member—speaking condescendingly—approached us and said, "Let me make a table for you". We were escorted to a bar area, but by this point, we were so upset that we stayed for only five minutes before leaving. Even then, as we got up to leave, your staff barely acknowledged us with a dismissive glance.

What was particularly disturbing about this entire experience was the apparent favoritism shown during the event. Based on my observations, the best seats were reserved for the M-level employees of Park Hyatt, who seemed to have invited their friends and family for what appeared to be a private networking event. This blatant prioritization of internal guests over paying customers is unacceptable for an establishment of Park Hyatt’s caliber.

This experience has tarnished what should have been a memorable evening. Your staff's behavior—from the failure to honor our reservation to the lack of accountability and courtesy—was appalling.

I demand a proper explanation for this debacle and a detailed outline of the steps your team will take to prevent such experiences in the future. Additionally, I expect a formal apology for the way we...

Park Hyatt (PH) Saigon/HCMC is supposed to a luxurious category 5 hotel within Hyatt but it did NOT meet my expectation nor experience for a 5 star hotel. During my 2 week stay in Vietnam, I tried several hotels that was from 4 - 5 stars and PH was the last hotel during my stay in Vietnam. Your expectations for a luxurious 5 star hotel like a well known brand like Hyatt would at least have the same accommodations as other 4-5 star hotels, especially compared to the local hotels. I admit I had high expectations due to what I had already experienced but was sadly disappointed. Here are my likes and dislikes as a Hyatt Explorist.

The likes: The building is very elegant and looks very luxurious with marble and French styling all around. Good customer service, for the most part. I was provided a welcome email asking for ETA along with some information about the hotel. After check-in we were guided to our room by the check-in person along with someone else, I'm assuming maybe a manager. it is very centrally located within district 1. You are walking distance to VinCom Center. It's has resturants, grocery store, and shopping. You're also a short walking distance to Ben Thanh Market. The gym was well equipped with dumbells, exercise machines, & treadmills. The bathroom was nice with a duel shower head, one being waterfall. The water pressure was nice.

The dislikes: outdated. For a hotel that is supposed to be luxurious, it was outdated and the rooms needed some upkeep. Room temperature. They keep the rooms at 22 °C/71.5 °F. It's fine during the day but at night it's freezing and you can't adjust the thermostat. You have to request someone to come up and manually adjust it for you. Shower water temperature fluctuates. The water would go from warm to hot sporadically. Hot water adjustment was also weird. You had to push a red button while turning the water knob. No free breakfast. If you wanted BF you could pay $40/person, unless you have globalist status. Not only is this price outrageous for Vietnam but other local hotels at 4 & 5 stars provide a standard hot bf for free. They are charging US prices in which other hotels automatically provide. You can get coffee and breakfast sandwiches at a local Starbucks for less. Other hotels not only provided free breakfast buffets but also afternoon tea. Afternoon tea is a light meal consisting of pastries and sandwiches. The biggest negative. The Hotel staff need to understand not all guests who stay there don't speak vietnamese. You shouldn't be bad mouthing guests and expect no one will understand.

Overall, it's a nice hotel with a name backing it but you can get so much better valve for your money at other hotels at the same level. Park Hyatt is trying to portray a luxurious hotel with the high prices, and a facade of service but it couldn't even provide the same level of service other...