Triple E Hotel Metro Bến Thành — Hotel in Ho Chi Minh City

We booked and paid a Superior Room with city view for 2 nights. That was the second time we stay at the same property of Triple E.

1st day: late check-in at midnight without notice to the hotel due to flight delayed. The room (on the 1st floor) was good but view to the kitchen chimney (we guess) so I was afraid of the kitchen’s odor might get into our room, that’s why my husband would like to reconfirmed our booking. Staffs explained that our original room would be on 8th floor but we checked in quite late that night so it was sold out (???) eventhough we had paid for it. The point is they did not tell us until we complained. They changed us to another room on the same floor which was smaller, the bed was quite messy (like somebody has laid down for a nap) but the concierge insisted that no one had taken this room before us until we found out restroom had also been used. Too tired after the flight, we wanted to get back to the room with no view they gave us at the first time. Few minutes later, the staff called to apologize and offered the Suite room which is bigger right away but we had already unpacked. Therefore, he said it could be done in the morning.

2nd day: Another staff called and gave us the new room key. We had been changed to the Superior room with city view on 3rd floor as what we booked, instead of the Suite room without saying or explaining anything which made us feel disrespected.

I was wondering if the staffs are trained to not-to-do exactly what they’ve promised to their customer? If the property truly wanted to apologize, they could do better than what we had experienced for the last 2 nights or maybe we expected too much.

Hotel rooms are nice, clean and well-equipped but we will never choose to stay again due to the Front Office’s skills. As a person who loves to experience hospitality service, I hope the staffs could tell us any issue at the begining, do not underestimate your customers and please respect them no matter which countries...

Unfortunately we didn’t have a good experience here. Especially because the point of an hotel is to sleep but we couldn’t sleep the two nights we were here : the first night, a huge alarm rang around 1 am (in the hotel, don’t know which floor) for a long moment until someone was coming. Then it rings again on the morning, twice, right after 7 am. Then the second night, the same alarm rang at 1 am again, we called the reception, and it was supposed to be another guest who smoked or something (but honestly, don’t really care because, if someone is smoking in the hotel, just the staff should know, not all the guests of the full hotel). And of course, it rang again more than 5 times this last night. ||So yeah this was maybe an unfortunate event, but can’t believe it happens « only this time ». ||Also, the AC in the room is quit loud, the bed was okay but we can feel the springs or something on the mattress (especially when you can’t sleep despite the tiredness because of an alarm). Some good point though : the hotel looks modern, 2 free water bottle and the bathroom was nice. ||Another thing that I have to point is that they wouldn’t give us 2 keys for the room (because we were 2 in the room and we aren’t always together when we re going out and all… also I don’t really have to explain myself for that point), because it’s the « hotel policy ». And so quit annoying, having to ask for the staff to unlock with their key the elevator for exemple (but they wouldn’t recognize you, asking for your passeport… which is in your room that you cannot reach cause you just have one key). It felt like we were treated like children honestly.||The breakfast was included, but honestly, not so many option so hard to please everyone. ||So the staff wasn’t really helpful with all that, because it’s « hotel policy », so we can’t blame them directly obviously, they...

Unfortunately we didn’t have a good experience here. Especially because the point of an hotel is to sleep but we couldn’t sleep the two nights we were here : the first night, a huge alarm rang around 1 am (in the hotel, don’t know which floor) for a long moment until someone was coming. Then it rings again on the morning, twice, right after 7 am. Then the second night, the same alarm rang at 1 am again, we called the reception, and it was supposed to be another guest who smoked or something (but honestly, don’t really care because, if someone is smoking in the hotel, just the staff should know, not all the guests of the full hotel). And of course, it rang again more than 5 times this last night. ||So yeah this was maybe an unfortunate event, but can’t believe it happens « only this time ». ||Also, the AC in the room is quit loud, the bed was okay but we can feel the springs or something on the mattress (especially when you can’t sleep despite the tiredness because of an alarm). Some good point though : the hotel looks modern, 2 free water bottle and the bathroom was nice. ||Another thing that I have to point is that they wouldn’t give us 2 keys for the room (because we were 2 in the room and we aren’t always together when we re going out and all… also I don’t really have to explain myself for that point), because it’s the « hotel policy ». And so quit annoying, having to ask for the staff to unlock with their key the elevator for exemple (but they wouldn’t recognize you, asking for your passeport… which is in your room that you cannot reach cause you just have one key). It felt like we were treated like children honestly.||The breakfast was included, but honestly, not so many option so hard to please everyone. ||So the staff wasn’t really helpful with all that, because it’s « hotel policy », so we can’t blame them directly obviously, they...