Hotel Grand Saigon

A Disappointing Experience at This Hotel – Misrepresentation & Poor Service Staying at this hotel turned out to be a frustrating experience, with misleading marketing, hidden charges, and subpar service overshadowing its supposed five-star status. Here’s why: Misleading Listings & Hidden Fees • Deceptive Photography: The feature photo on their website and Trip.com might once have been theirs, but it now belongs to Da Vinci Dining Lounge, a completely separate entity. • Sauna Charges Misrepresented: Their Trip.com listing displays the sauna as a standalone facility, but it's actually part of the spa—and unlike parking and spa fees, the sauna charges aren't disclosed upfront. Guests must pay per visit! • Happy Hour Pricing Gimmick: Spa signage advertises a 30-50% Happy Hour discount, but this misleading offer only applies to customers making a hefty VND 10 million+ prepayment. Irritating Room Features • Persistent Advertisements: Every single time you enter the room, the TV switches on automatically, playing the hotel's promotional content. Across a 4-day stay, this meant dealing with 25+ unwanted interruptions! • Tiny Shower Cubicle & Weak Water Pressure: The shower is far too small, with separate hot and cold mixers, making it unnecessarily difficult to get a comfortable temperature. Unimpressive Dining Experience • Poorly Managed Vegetarian Options: While breakfast includes a vegetarian section, some vegan/vegetarian dishes are placed next to bacon, improperly labeled, and even share serving utensils with meat! • Cold & Outsourced Bread: The Banh Mi and other bread items are served cold—hence the oven next to them for reheating! Even the pizza was nothing more than a frozen ready-to-heat base topped with fresh tomato slices. • Odd Breakfast Selections: Some breakfast items feel completely out of place—like spaghetti, which is better suited for lunch or dinner. Bathroom & Maintenance Issues • Dim Bathroom Lighting & No Vanity Mirror: Shaving or grooming is difficult with the poor lighting, and the missing vanity mirror doesn't help either. • Faulty Toilet Spray & Substandard Repair: The toilet jet spray wasn't functioning properly. While maintenance fixed it promptly, they left without cleaning up, forcing us to handle the post-repair mess ourselves. Disappointing Room Assignment • False Luxury Claims: At check-in, the receptionist assured us we had the highest-category room (excluding suites), only to find disappointing views from all three windows. The wing was labeled "Luxury" on the key cover, making us wonder how much worse things might be in their "Antique" wing! Customer Service & Complaint Handling Despite sending multiple complaints and emails across eight addresses, the only response received was a generic, misspelled promise about forwarding concerns to the appropriate department: ＞ “All those information have been taken carefully note and put forwarded to our related department to weather it and avoid similar occurences in the furture.” (Yes, the typos are theirs!) A Few Positives • Beautiful rooftop restaurant views • Helpful reception staff • Dedicated vegetarian section at breakfast Final Verdict This hotel might tick the necessary legal checkboxes for a five-star classification—room dimensions, specific amenities—but in terms of service quality, guest experience, and management, it falls short. A realistic rating would barely reach three stars. If they truly value their reputation, they should respond with real solutions—corrective actions and preventive measures, rather than vague reassurances. Would I return? Absolutely not - the place is surrounded by literally next-door 5 star properties - on all sides - Majestic, Riverie, Hilton, Renaissance, Sheraton are all much closer than they appear to be on Map.

Very friendly and amazing staff. I LOVE THE WHOLE HOTEL amenities 😍😍😍😍😍

Disappointing Experience and Pathetic Hospitality by Hotel Grand Saigon I recently stayed at this hotel, expecting top-notch service given its 5-star rating. Unfortunately, the experience was subpar. The staff, particularly one Mr. Harry at the front desk, lacked the hospitality expected of a 5-star hotel. We booked 5 double bed rooms for a family group of 11, including a 6-year-old. The hotel's child occupancy policy was unclear, with conflicting information provided by the reception and booking agent. Despite clarifying our child's age with passport details, the policy seemed to change, causing confusion. It seems like there was a miscommunication regarding the hotel's child policy, and the front desk staff seemed uncertain about the policy. Here's a summary: - Initially, the reception informed that children up to 5 years old stay for free if sharing with parent (No extra Bed) - We informed the reception that kid is small and sleep with his parent sharing same bed and we dont want any extra bed. They informed still we will have to pay surcharge of VND 500000 for 2 night for kid. - Later, when we tried to contact the agent on customer care, they mentioned that hotel informed agent that if child is 6 he stay free but if child above 7 years old would be charged. - When we clarified that child's age is below 7 years (6 years, 7 months, and 14 days) precisely, the policy was changed again to "6 years and above." They said even if the kid is 6 year 1 day they will charge. We showed them screenshot of reply from agent (TRIP) of the above conversation. It was not about $10 but the way reception was rude was frustrating . Normally in 5 star properties when you check in especially when you have booked 5 rooms(group booking).. any guest would anticipate hospitality and they could have easily resolved and accomodated a 6 year kid given they didn't had any clear policy which was changing on different booking sites. Front desk Reception was very very rude, rigid and not flexible. We felt that the staff and booking agent were unclear about the child policy, which caused confusion. We were willing to pay the charges for the child, but the way the front desk handled the situation was questionable. We felt disrespected when we were given the room keys only after paying the security deposit of VND 50,000,000 , i guess it was insisted to secure Kid surcharge amount. whereas our room booking entire amount were prepaid. We had also given them time to clarify their child policy, but the experience was still unsatisfactory. We also requested on email for early check-in at 10:30 am if rooms are available, or atleast to give us ONE ROOM for small kid if possible but were made to wait almost 4 hours despite rooms being available. They didn't offered water while guest were at the waiting area. The hotel demanded an additional VND 1,443,000 for one room for early check-in, which was inconvenient with a small child. Given the low season in Vietnam, I expected better service and flexibility. Unfortunately, this hotel's hospitality was lacking, and I wouldn't recommend it. *Key issues:* - Poor hospitality from staff - Unclear and inconsistent child occupancy policy - Inflexible early check-in policy - Additional charges for early check-in - Disrespectful treatment after paying security deposit Eventually they charged us for 6 years old kid.... but Our agent realised the confusion offered us to reimburse... it not about $10 but hotel staff ask entire group to wait even after they know that guest have come to Ho Chi Minh, Vietnam after long flight and while this is 1st day of entry in country.... this is the welcome they give to 5 star property guests. *Recommendation:* Consider other hotels with better service, more flexible policies, and clear communication. A 5 star hotel should provide top notch service.to everyone, especially to families with young children.