Emerald Bay Hotel & Spa — Hotel in Nha Trang City

Update 10/20/2025

I booked the Emerald Bay Hotel & Spa Nha Trang for a birthday trip expecting a 4-star experience; what I received was a one-star nightmare involving filth, structural failures, racial discrimination, and outright management harassment. Systemic Hygiene and Safety Failures

The hotel is incapable of providing a basic, functional room. This is not isolated to one room; it is a systemic problem: Unfit Rooms: The original room had mold and filth. The "upgraded" Room 1601 immediately suffered flooding from a blocked shower drain and a broken shower handle —a major safety hazard. Cleaning Neglect: Found dusty, dirty glasses in the room, proving that basic hygiene protocols are ignored. Broken Amenities: Advertised facilities are lies: two of the only two ellipticals in the gym are non-functional, and the refrigerator fails to cool properly.

Management Dishonesty and Hostile Retaliation

The local management, led by Ms. Võ Thị Mỹ Vân (Vivian), escalated the situation by engaging in harassment: Photographic Harassment: After I documented the flooding and towel rationing, management committed an egregious act of retaliation by sending me a communication containing a photograph of a stained towel, explicitly labeled "bloody." This was a blatant attempt to shame and intimidate a guest for a normal biological function. I remind Agoda that professional hotels are equipped to handle all human fluids without resorting to victim-shaming. Bias and Hostility: Staff felt empowered to argue over towel supplies and displayed suspicion and hostility at check-in, behavior I did not witness directed toward White Russian or Asian patrons. Avoidance: The GM avoided dialogue and sent only dishonest emails, confirming management is incompetent and incapable of service recovery. I witness today, housekeeping clean rooms on the 16th floor. They removed linens and replaced them and respective rooms from my room. They left the dirty linens outside of my door in a bag instead of removing them and just leaving clean linens in an attempt to make me uncomfortable and create a hostile and unhygienic environment management is a disgrace and the team lacks decency and professionalism not ready for prime time! Photos attached

Value Misrepresentation

The hotel nickel-and-dimes guests, proving they are not 4-star material: they resort to towel rationing even on the beach after rain,… Future travelers: Do not book here.

WARNING: ABSOLUTELY NOT A 4-STAR HOTEL.

I booked the Emerald Bay Hotel & Spa for a relaxing trip, and instead, it has been absolutely horrific. What we received was an over-priced, low-quality stay marred by shocking filth. This property is equivalent to a budget two-star motel, yet they charge a four-star premium.

SYSTEMIC HYGIENE & MAINTENANCE FAILURES: My original room was uninhabitable (mold, filth, poor cleaning). The replacement "upgraded" room also has deficiencies:

Flooding Hazard: The shower drain is clogged, causing the shower base to flood the entire bathroom floor with every use.

Broken Fixtures: The bathtub shower handle is broken, spurting water out the back. .

Non-Functional Amenities: Two of the only two ellipticals in the gym are non-functional, a huge failure to maintain...

Emerald Bay Hotel & Spa Nha Trang — 4 Stars on the Sign, 1 Star in Reality||I stayed here with my company from October 1st to October 3rd.|Having stayed at many 4–5-star hotels in Nha Trang and elsewhere, I truly believed that choosing a “4-star” place meant at least not ending up… sick of the service.||🧺 The Laundry Story — Two Items, Endless Frustration||I sent 2 T-shirts, 2 white shirts, 2 pairs of shorts, and 2 trousers for laundry service at Emerald Bay Hotel & Spa Nha Trang.|The total bill came to 340,000 VND.||Even though that’s more than triple the price of the laundry shop across the street (under 100,000 VND), I trusted the hotel’s service — thinking, “It’s a 4-star hotel, it must be worth it.”||When I got my clothes back at home:||One T-shirt was stained with resin, completely unacceptable.||One white shirt was discolored, with visible blotches that no one could call “clean.”||The other items weren’t totally ruined, but definitely didn’t look freshly washed or professionally handled.||If this is what they call a “premium laundry service,” I wonder if their washing machines come with a “faded and careless” mode.||📞 Customer Service — The Waiting Game||10:55 a.m. – I called to report the issue. They said they’d “check and call back.”||2:22 p.m. – I called again. Still “checking, please wait.”||5:30 p.m. – Nothing. No calls, no messages, no real response.||Finally, the hotel enthusiastically said they had “sent me a message on Zalo.”|Problem is — my number isn’t registered on Zalo.|So who exactly did they message? Maybe… my imaginary twin?||That’s how this “4-star” hotel handles complaints: silence, avoidance, and letting guests drown in frustration.||🤐 What I Expected — Just Something Simple||I wasn’t asking for much — no big compensation, no drama.|Just a simple apology and a reasonable solution (re-cleaning, refund, or replacement).||Instead, the hotel chose silence — as if ignoring the guest would make the issue disappear.||A hotel can have all the 4 stars it wants, but if it can’t even say “sorry”, those stars might as well be stickers on a wall.||💸 It’s Not About the 340,000 VND — It’s About Respect||340,000 VND isn’t much. But the feeling of being disregarded leaves a lasting mark.|Mistakes happen — that’s human. But dodging accountability when a guest is waiting for a response? That’s attitude.||If a “4-star laundry service” delivers stained, discolored clothes — and customer feedback is met with silence —|then even a small street laundry would earn more respect, at least by saying:|“We’re sorry, let’s check that for you.”||😏 To Anyone Considering Emerald Bay:||Laundry service: triple the price, worse than a budget cleaner.||Customer response: slow as a snail, skilled at avoidance.||Handling issues: silence is golden (literally their motto, it seems).||Result: guests lose trust, the hotel loses reputation.||If someone asked whether I’d come back, the answer is crystal clear:||“Even if they offered a free room, I’d probably just stop by to take a photo of the sign — then walk right out.”||Thank you, Emerald Bay Hotel & Spa Nha Trang, for the unforgettable 4-star experience —|for reminding me that stars don’t shine in the ceiling lights, but in how you treat your guests when...

Emerald Bay Hotel & Spa is completely unsuitable for families:||- Although the bathroom mirror has a curtain, anyone can see what you are doing when you shower or change clothes, and every time I needed to use the toilet, I had to ask the children to turn away.||- The elevator's sensor system is terrible. If you intentionally try to block or hold the elevator with your hand, it can be quite painful as it might get stuck.||2. Terrible location and view:||- The hotel is surrounded by buildings, and the only view you get is of other high-rise buildings.|- The access road is only about 4 meters wide but is obstructed by other shops and items, making it unsuitable for cars.|- If you want to park your car, you have to go around the back, and don't use Google Maps if you don't want to spend an hour just trying to find parking when you arrive for the first time.||3. Unreasonable extra charge for children:||- I booked a room on Traveloka (for 2 adults and 2 children aged 5 and 7). They displayed a price for 4 people in one line. However, upon check-in, both Traveloka and Emerald Bay Hotel still required an extra charge for children, even though their child policy only mentioned charges for children over 12 years old. After contacting Traveloka, they confirmed that no matter how many people you add, the cost only applies to the room itself, and children will be charged separately even though it was not stated on the website = this contradicts the previous information. I also tried two scenarios (only adults and with children) for the same booking date, same room type, same area, etc., and the price difference was quite significant. Could it be that both Traveloka and Emerald Bay Hotel & Spa intentionally provide misleading information to collect extra money from customers?||4. Conflicting sales policies: ||The Extra Bed Policy and Child Policy on Traveloka are very contradictory. Sometimes it says 5 years old, sometimes 6 years old, sometimes 8 years old, and the additional information states 6-12 years old. As for the official information from Emerald Bay Hotel... I'm not even sure how to put this because the policies are jointly set by them and Traveloka.||5. Emerald Bay Hotel & Spa staff are also unaware of prices and policies: ||Due to the numerous conflicting pieces of information and to ensure a smooth vacation, I confirmed the extra charge with Emerald Bay Hotel & Spa over the phone and received the answer that "if you have entered the children's ages, the price on Traveloka is the final price." However, upon arriving at the hotel, I was still asked to pay an extra fee. The reality is that even the staff at Emerald Bay Hotel & Spa do not clearly understand the selling prices and policies when working through OTA channels.||Despite much arguing, I did not have to pay this fee, but it made my stay stressful and...