Best Western Premier Marvella Nha Trang Hotel — Hotel in Nha Trang City

Doesn't feel like five stars at all. Four stars on a good day, three actual stars for what they are offering.

We stayed for two nights, and we wanted to redeem a $50 gift card here. The gift card clearly says that it needs to be applied by the hotel staff upon check in. When we checked in, the staff had no clue how to do it. They immediately told us that it's actually our fault because the gift card must be applied when the room is reserved online, which is obviously false. We spoke to the manager, who promised to investigate further.

Later the same day, the manager told us that they're still checking how to redeem our Best Western gift card.

The next day, the manager told us that since we booked through a third party (false) we wouldn't be able to use the gift card. We clarified that we booked through the Best Western website directly. The manager apologized and told us that she'll keep checking. A bit later, the manager told us that when we check out the next day, the gift card will be applied and we will get a refund of $50.

The next day, our check out day, we asked to confirm that we will be able to use the gift card. We were told that once we check out, it will be redeemed. Later, we checked out, and when we asked to redeem the gift card, the manager himself told us that it won't be possible. The excuse given to use was that the person who is capable of redeeming it can't do it. We had to argue with the manager, who then started calling different people, possibly his superiors. Another staff member then appeared, who told us that they're working to resolve the issue for us. At that point, we were already pressed for time since we needed to travel to the airport to catch our flight. Ten minutes later, miraculously, they were able to redeem the card and refund us the money.

This whole saga lasted for three days as we tried to use a gift card FROM THE SAME HOTEL CHAIN. In some interactions, the staff members couldn't even speak English so we wasted more time on the issue.

This wasn't even the only issue we faced with the hotel. Here are some other embarrassing facts about this "five star hotel":

no acknowledgement or benefits given for our diamond status with Best Western

they don't have enough beach towels to accommodate their guests. This is a BEACHFRONT hotel, yet they don't have enough towels.

when they do have towels, they sometimes look torn like the one in the picture. Full of holes.

only two hours allowed on the beach chairs, and only between 10-12, 12-2, 2-4. If you happen to want to go to the beach at 3, you will get one hour of beach chair.

dirty balcony glass you can’t even see the view.

no AC in the hallways/lobby, making staying inside the hotel common areas unbearable and muggy.

the pool bar is closed at all times.

only eight chairs by the pool, clearly not enough for the amount of guests trying to use the facility.

we had medication in the refrigerator and asked the front desk to tell house keeping to not turn off the electricity when the room is serviced. They turned off the electricity regardless.

foul smelling soap. Had to buy our own soap.

constant gaslighting by the front desk staff, with only some staff members treating us with respect.

discrepancies in the bar menu. English version says the cocktail has lime, lemongrass, and strawberry while the Vietnamese version says apple and orange (see picture)

There were a few positives, like the staff on the 31st floor who were absolutely delightful. The view from the room was nice. Those are the only reasons for the two...

Most of the staff were very friendly and polite. The hotel is new, so rooms and facilities are new and clean. Overall, the hotel staff worked hard and did a great job managing a large crowd of guests from China, most of whom had little to no respect to hotel rules (i.e. smoking inside the hotel), someone else’s privacy and created enormous noise in the lobby, restaurant, elevators and other places. The hotel is rated as a 5-star hotel, but based on the service – it’s a lower-star, as some of the services are well below the 5-star standards. The below are the observations from 3 days, so it is not occasional mistakes, but rather a systematic overlook: The housekeeping staff totally ignored the “Do Not Disturb” sign on the door, showed up and knocked on the door when it was convenient for them. Some staff entered the elevator right after the doors were open, completely ignoring the guests who tried to exit. The reception called at 3am asking if we ever opened the door in-between 2 neighbor rooms, because our neighbors "were scared" (whereas we didn’t do that, at the same time we heard neighbors opening their door and knocking on ours like crazy in the middle of the night :-) ). Food at breakfast was okay, but some stations were running out of food and not replaced timely. Especially the tea spoons which were never re-filled. Bakery is totally bad – seems like the cook doesn’t have any experience with croissants and other items. Cups for tea/coffee were only 1 size – so small, that it was enough for 1-2 sips only, and we had to refill many times. No permanent beach arrangement (tents, sunbeds), unlike other hotels which had the beach station operating every day despite of the weather. Zero minibar in both of our rooms where we stayed. Overall, not too bad, but many small items must be further improved to get to a...

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