Khách sạn Mường Thanh Luxury Sông Lam — Hotel in Vinh

Arrived around 11pm due to flight delayed. Booked club suite with jacuzzi. Once checked in, unpack my luggage, when want to deep myself into the jacuzzi, unfortunately no hot water! Called the overnight receptionist & no apology from him but he sent housekeeping to check the hot water. Then the housekeeping staff call the Maintenance. Maintenance tried to fix but failed. The receptionist requested me to change to other room but I refused as I just unpacked & it’s nearly 1am. I requested opposite room for me to shower. ||||Next morning I complained to the Front Office Manager & she apologised. She offered late check out and a transport to airport. I said company already provided me with transportation. Then I asked for 1 hour body massage & a pizza for lunch. She said she needs to check with her superior and later she confirmed it’s ok. ||||When F&B delivered the pizza, the waiter brought the bill together. I told the waiter to give the bill to FO as I thought it’s complimentary. Then FOM texted me to informed that I need to pay for the pizza as she did not inform me that the pizza is complimentary. Her boss only agreed the late check out and the body massage only complimentary. However she did not informed me that I need to pay for the pizza. I feel it kind of tricks the FOM treated me. She apologised for the miscommunication but it just put me off & no appetite to eat!||||Restaurant staffs are friendly but don’t understand English. I asked for thousands island dressing for my salad but no one know about it & I’ve to google to show them but they said not available. ||||Before check out, I tried to use the jacuzzi again as they told me the hot water fixed in the morning. After the water was filled up, I pressed the jacuzzi button and suddenly the electricity was tripped! Very disappointed with this kind of things happened to one of the best...

Arrived around 11pm due to flight delayed. Booked club suite with jacuzzi. Once checked in, unpack my luggage, when want to deep myself into the jacuzzi, unfortunately no hot water! Called the overnight receptionist & no apology from him but he sent housekeeping to check the hot water. Then the housekeeping staff call the Maintenance. Maintenance tried to fix but failed. The receptionist requested me to change to other room but I refused as I just unpacked & it’s nearly 1am. I requested opposite room for me to shower.

Next morning I complained to the Front Office Manager & she apologised. She offered late check out and a transport to airport. I said company already provided me with transportation. Then I asked for 1 hour body massage & a pizza for lunch. She said she needs to check with her superior and later she confirmed it’s ok.

When F&B delivered the pizza, the waiter brought the bill together. I told the waiter to give the bill to FO as I thought it’s complimentary. Then FOM texted me to informed that I need to pay for the pizza as she did not inform me that the pizza is complimentary. Her boss only agreed the late check out and the body massage only complimentary. However she did not informed me that I need to pay for the pizza. I feel it kind of tricks the FOM treated me. She apologised for the miscommunication but it just put me off & no appetite to eat!

Restaurant staffs are friendly but don’t understand English. I asked for thousands island dressing for my salad but no one know about it & I’ve to google to show them but they said not available.

Before check out, I tried to use the jacuzzi again as they told me the hot water fixed in the morning. After the water was filled up, I pressed the jacuzzi button and suddenly the electricity was tripped! Very disappointed with this kind of things happened to one of the best...

I arrived on June 6, 2017. Everything was fine, except for the staff's reactions were really amateur and super slow, not as expected as it should be in a LUXURY FIVE STAR HOTEL.

I checked in on a hot sunny day. One minute after entering the room, electricity in the room down (it started to be on/off after every single minute). I called FO for help, Housekeeping came to check then called for Technical who appeared about 10 mins after that. I sit and wait for about 20 mins more for those thing done.

After he finished fixing, about 5 mins later, I realized that the air-con did not blow out cool air, just hot. I called FO for help. Housekeeping came again asked me to wait and it will soon be cool.

After 10 more mins, it was still hot air, I called for help again. The technical came and start doing their job. I kept waiting.

After 15 mins, I asked if I could change to another room and the technical say it will soon be okay.

After 15 mins more, I asked if I could change to another room and the technical called the FO: Yes, they will, I just need wait for the FO staff to come with another room key.

After 15 mins more, no staff came. I need to go down FO to ask for new key.

When the door of new room opened, it is more than 90 mins from my arrival.

Thank you, But this was not a LUXURY experience.

Note 1: weather is hot and I have been asked to sit and wait for more than 90 mins watching the technical doing their fixing Note 2: air-con in the new room (at 19th floor) became very cool after less than 2 mins Note 3: on that day the hotel occupancy rate is low (seeing people in the next morning breakfast) Note 4: FO and Housekeeping' explanation is that 31st floor is hotter, so the air-con may take longer to become cool, while the technical...