InterContinental Nha Trang by IHG — Hotel in Nha Trang City

Below is an email sent to the hotel's General Manager,...

Hello Mr...

As your staff may have advised you, i recently stay at your the Intercontinental Nha Trang (INT) and my overall experience was well below the normal high standards expected for an international 5 star hotel and especially an Intercontinental hotel. For your reference, i am a seasoned business traveller who log on average 60 to 80 business travel days/ year prior to Covid-19. I’ve stayed at various Intercontinental hotels in Asia (Vietnam, Thailand) and this was my first and potentially last stay at INT.

Below are my service experiences/issues/challenges at the INT…

July 20

-Booked an ocean view room, requesting view of Vinpearl. Repeated this request to front desk and was given room on the 19th floor with ocean view NOT facing Vinpearl. Called front desk about this and was finally reassigned room 1203, facing

-I asked front desk about steam room and sauna service. Was advised that hotel had not reopened this service due to pandemic. A couple of days later, i spoke with Thanh Tran (duty manager) and was advised hotel does not offer steam room/sauna service.

-It was raining in the afternoon from 3pm until 5:15 pm. When the rained stopped, i wanted to go for a quick swim in the ocean and used the beach chair service of the hotel, which was supposed to close at 6pm. At 5:30 pm, i went to the beach, spoke to the staff and they said we are closing our chair service early since it was raining earlier. They told me i can “go over” to Costa to use their chair service.

July 21

-At around 8 am, i was awoken by a “constant knocking” noise from the upper floor as if someone was doing some light hammering as well as moving furniture around. I tried to go back to sleep was unable to with this noise. At around 8:30 am, i called down to reception to complain about this noise. They said they will check and get back to me. By 9 am, the noise was gone. No further explanation was given by front desk about this noise.

-Given the 3 inconveniences experienced from the day before, combined with being awoken in the morning, i made a formal request to speak to you, Mr. Beriman. Was advised you are busy with meetings. Then asked to speak with Ms. Sa (Director of Sales) and was promised by Ms. Yen (duty manager) that she would passed my request along (i even provided my personal mobile number) and that i would get a call back from Ms. Sa.

I patiently waited all afternoon and no call from Ms. Sa.

July 22

In the morning, there was no “hammering noise” within the hotel. However, i was awoken by the “honking” sound from a bus/truck on the street. No worries.

I requested to have my room cleaned around 10 am. Waited about 30 minutes, no cleaner came. Called 2nd time and waited about 10 minutes before someone came.

-Since i did not received a call from you or Ms. Sa, i called back to the front desk around 10 am, spoke with Ms. Thanh. Explained to her about my inconveniences and disappointment that i was unable to speak to upper management about my unpleasant experiences. Again, was told that both you and Ms. Sa will be “busy with meetings” all day. I advised her about my situation, how displeased i was on how the hotel was not taking any action to make my experience more pleasant especially when i requested to speak to upper management and this request was totally ignored.

I was assured by Thanh that she will communicate this with upper management and get back to me soon. I went out for the day and did not received a phone call from Tien (evening duty manager) until 7:30 pm while i was having dinner. For my inconvenience, he offered me a complimentary breakfast for the next day, which is my last day. While i do appreciate this gesture, i feel like for all the “service issues” I’ve experienced at a so -called” leading, luxury, international 5 star hotel”, I felt this offer was unacceptable and “cheap”. In addition to the breakfast, i requested a complimentary spa massage service treatment for all the stress, frustration i was going through, especially when my request to personally speak to you, Mr. Beriman was repeatedly ignored and/or rejected. For all my 7+ years of international business travel around the world, I’ve NEVER, EVER had so much difficulty trying to speak to a general manager or the deputy GM when facing any issues regarding poor services from an international brand hotel. The next day, Thanh informed me that upper management had refused the complimentary spa massage treatment.

After a day out at the beach, at around 9 pm i wanted to check out the gym. After descending off the elevator, the lobby area was dark (pitch black) and there was no-motion detector lighting. I was quite surprised. Went down to front desk and asked about this. They assigned one staff to lead me to the gym. The entire hallway lighting was turned off and the staff had to use his phone flashlight to take me to the gym. Obviously, the A/C in the gym was turned off and during the first 30 minutes of my workout, it was quite hot.

Finally, i was expecting an envelope to be delivered to the front desk in name / room number on July 22. Called down to front desk around 10:30 pm about this envelope. Staff checked with front desk and said there was no envelope delivered to my name. Next morning (July 23), i checked with the person who delivered the envelope and he confirmed he left it with the front desk, addressed it to my name and room number. I then spoked with Ms. Thanh and after she checked with the front desk, confirmed that my enveloped was delivered.

As you can see, my experience at INT was far from ideal. I am not sure if the myriad of service shortcomings is normal and expected at ICT but given my travel history in Vietnam and Asia, I don't believe ICT has lived up to the high standards of a 5 star, international hotel brand. Combined with the fact that i was extremely disappointed with the service level and voiced my complaints numerous times to your duty managers (Yen, Thanh and Tien), requesting to speak to upper management, without avail, I hope by sharing my experience via email will received the proper attention...

When arriving at the hotel we were promptly greeted at the front doors where we were led to reception and our luggage taken care of.

We were taken to the club lounge and I was impressed by both the décor of the lounge and the views you get from there. I was advised of all the club lounge benefits and hotel amenities whilst enjoying a refreshing drink before being escorted to our room.

The check in was relaxed and efficient as it was on checking out.

The rooms were lovely, clean and modern and we had a great sea view. I loved waking up to this each morning.

There was a bit of noise from traffic outside the hotel however this did not disturb our sleep at night and to be honest after a day or 2 you didn't really notice it during the day as much either.

The club lounge staff were friendly and took great interest in us and liked to get to know us on a more personal level. I liked the peacefulness of the club lounge when having a drink or eating and the more personalised service you get there.

I did try the cookbook café for breakfast and although the food was nice it was far too chaotic for me. There was a good selection of food however I preferred to have a more relaxed breakfast in the club lounge. The breakfast was good in the lounge too but obviously just a smaller selection.

The staff throughout the hotel from reception, bell boys, concierge, pool bar and even the men who helped you cross the road to the beach were always polite friendly and helpful and I could see how hard working they were.

For me, Binh who worked in the club lounge stood out and I looked forward to seeing her when I went there. Binh always gave advice on where we could go each day and the best places to visit wither it was for eating out or day trips and we enjoyed all her suggestions. She even helped us to sort out a trip we booked when she realised the trip was not what we would be looking for. I am glad she did as we had the most fantastic day and shows how well she gets to know her guests to be able to tell us this was the wrong trip for us.

All the club lounge staff were friendly and helpful and provided an excellent service to my friend and I.

We came back to our room one evening after visiting I resort for the day to find a bottle of wine, chocolates and food platter in our room which was an unexpected but pleasant surprise for us.

I have stayed in 5 star hotels throughout Asia over the past 8 years and I have never once been given a complimentary drink never mind bottle of wine and food platter.

There is only one small thing I can criticise and that is there is no ATM facilities within the hotel. However this is just my preference as it feels safer to withdraw money in the hotel instead of in the street.

This is a well run and organised hotel and I have to say we felt like VIP guests at all times. I have never stayed with intercontinental hotels before, however it is now my intentions to do so on my next...

I stayed at the hotel 3 days 2 nights and it was supposed to be a very nice experience as my friend recommended this property during my stay in Nha Trang from 13-15 Jan 2024. We got very bad experiences during our stay such as : Problem with drinks and unprofessional service at the cafe: We first arrived early morning on 13rd Jan 2024 and sat at the cafe - at lobby floor - next to front desk. My friend and I ordered Bac xiu - which my friend drinks everyday and she recommended me to try - she s local regular guest at Intercontinental Nha Trang -. When our 2 drinks arrived, we found something weird as drinks both tasted salty. We told the waiter about our drinks problem. Waiter took our drinks to bartender counter. During that time, We was the only 3 guests at the cafe at that time and We heard staff conversation very loud something like “ Why bac siu is salty? Something wrong with them ( which mean me and my friend) ? After that, waiter came back to us and gave us some milk and the 2 old drinks . He told us to put more milk so it would be better. We put extra milk but our drinks are still weird and tasty. We gave up and asked to pay the bill. We paid the FULL BILL with our disgusting drinks - we didn’t drink our 2 drinks at all. We told the waiter again about our issue when we paid. During our coffee time, staffs chatted very loud even the bar counter area or public area. There was no professional service. I went to the front desk to check in after my bad experience with drinks and I again told the front desk about my recent issue. I also showed the front desk agent picture of full bill i paid for drinks together with full drinks left after we paid.

Some Other issues: We have no turn down service during our stay at all. I informed front desk during check out. There is no plastic bag in the trash bin. Next day HSKP put in plastic bag in the trash bin? I was curious and asked front desk during my check out. Staff told me they save plastic bag so they don’t use plastic bag which is not true Room was not clean as right after HouseKeeping make up room, I still see the floor rugs are so dirty … When I checked in, I gave front desk my IHG membership to update my stay. They took picture of my membership number and there was nothing updated up to now which I assume they did nothing. When we came down for breakfast, we was in the lift and saw a staff went in - recognized her by uniform- so I asked her where is the breakfast place- she just answer us “ KOREAN “ and that s it. I was sorry to her as I thought she couldn’t speak English. We saw her again at breakfast place and she spoke English to another Korean couple?

In the conclusion, it has almost been a week after our holiday but we are both still very upset about the experience we had at...