Vinpearl Empire Nha Trang, Affiliated by Meliá — Hotel in Nha Trang City

I dislike this hotel from the first second I came in. Two staff stood outside the hotel chitchatting without trying to help with our luggage. The entrance looks dusty and empty and does not look as good as the photos shown on its official website.

The check-in staff lacked of smile and can only communicate with simple English. No one intended to show us where the lifts and other facilities are. And again no one offered to deliver our luggage to room.

Our room has not been cleaned throughly There are stains on the table and sofa, marks on the wall and hairs on the floor. The room looks quite nice from the first glance but if you look closer, you can tell that all its furniture are made by cheap materials and the room is decorated with some cheap artwork. The maintenance and cleaning service are below average.

I CANNOT imagine it is a new hotel.

The hotel conducted a fire drill in the morning of Dec 27. We appreciated that the hotel puts its guests safety at the first priority. We also appreciated the audio announcement 10 mins before the drill. When we heard the alarm, we intended to cooperate and leave the hotel via the emergency exit immediately but found that the emergency / fire exit was locked. A lady staff came out from the corridor immediately and asked us not to use the fire exit. We waited in our room for another 5-10 mins and decided to try another fire exit and again the lady staff stopped us and said ‘no entry’. It didn’t sound right to us that the hotel stopped all the lifts, did not allow the use of fire exits and advised guests staying in their rooms during fire drill (the entire fire drill exercise lasted 20-25 mins). What’s the purpose of having a fire drill if ppl in the building were not asked to evacuate? If the hotel thinks it was inconvenient to evacuate ppl, why didn’t simply test the fire alarm and allow the use of lifts?

I seldom give 1* for hotels I stayed because I always select hotels carefully. The management of Vinpearl group deserves my poor review. I will definitely avoid this hotel group for my future trips to Vietnam.

Be aware of those 5* ratings from junior-levelled reviewers. They DO NOT look like genuine reviews to me.

Period of stay: from...

adding this comment after melia’s response

The Melia clearly didn’t look at my photo or understand the issue. They say there wasn’t sun because it’s rainy season but in fact it was sunny, which can be seen in my photo. Their building is poorly designed so the sun was blocked by it….but instead of listening to me as a customer and looking at my photo, they blame the rainy season…..this is an example of their sloppy customer service and poor attention to detail.

I’m glad anyone reading this can see how evasive they are. Do yourself a favour and stay somewhere better.

Also, thanks Iris for proving my point that you don’t understand customer feedback. I have many issues with this hotel so I don’t know where to start…so I’ll start generally I guess then get more specific to my personal issues.

Firstly, this is my second time at a melia hotel. They try to paint them as international standard 5 star hotels but there is no substance or character to the hotel. They feel like they’re made to look shiny but no real thought has gone into the design. If you compare this to the IHG or Accor standard it feels like it’s cheap and has no soul.

Why did I book this hotel? I actually could have stayed in the Novotel for $15 cheaper and had free breakfast but I really wanted a nice pool and booked the melia based on the sunny pictures of the pool. As you can see in my picture, this hotel is so poorly designed that it got no sun….the only reason I booked! I feel like their pictures are misleading.

Lastly, just after I booked my friend had a health issue and couldn’t come. It was non refundable but these were extenuating circumstances. I asked for an exception for a refund as I had just booked an hour ago but they said no. I still went by myself, at least I could enjoy sun in the pool, right….wrong!

It’s somehow okay for them to mislead me with their photos of the pool (the only reason I booked) but when my friend has a medical issue, it’s all take from them.

This is a poorly designed hotel that has misleading pictures and poor service. Don’t be fooled by the star rating, stay at an actual international hotel which will have...

Clean, modern, apartment styled rooms within walking distance to the beaches and shops with Vincom plaza in the same building. Breakfast is a good variety with something for everyone. But this review isn't about the typical hotel amenities rather it is about the hotel's wonderful staff, in particular the service center.

When my family and I checked out we had managed to leave behind several items of clothing. As we left staff handed us a pair of shorts they found during their check out procedure. Upon arriving at our next destination, the beautiful resort of Vinpearl long beach in Cam Ranh, I notified the Empire Condotel that we were still missing a few items, Phụng the representative assisting me said her team found some stuff and would deliver it directly to our new location which was about an hour drive away. Unfortunately they could not find my favorite white linen shirt and I resigned to parting with it forever. The next day after breakfast our misplaced items arrived which prompted me to try asking the Vinpearl Condotel Empire once more to search for my shirt, although I had little hope left. Within the hour I recieved a call from Phụng with the best news I could ask for, she and her team had managed to locate my shirt in the assortment of laundry which had been sent off premises for cleaning. By now I was headed toward Dalat and she assured me it would be there at my next vacation destination, cleaned, pressed, and ready for me.

This is the type of service that you don't think of when visiting a hotel. The entire team of staff where amazing but they went above and beyond what I could ask for. I espcially appreciate Phụng and her team for getting my families belongings back to us and made an accident turn into one of my many fond memories while staying with Vinpearl's chain of hotels, hands down some of the best hotels I've stayed at. Thank you Phụng and the team at Vinpearl Condotel...