Hotel Royal Hoi An - MGallery Collection

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Đào Duy Từ, Hoi An, Vietnam
0510 3950 777
Hotel Royal Hoi An - MGallery Collection - Pool / courtyard
Hotel Royal Hoi An - MGallery Collection - Bed
Hotel Royal Hoi An - MGallery Collection - Disgusting hairs on bed in first room
Hotel Royal Hoi An - MGallery Collection - Bath
Hotel Royal Hoi An - MGallery Collection - View from courtyard room
Hotel Royal Hoi An - MGallery Collection - Pool / courtyard

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Hotel Royal Hoi An - MGallery Collection Reviews

Eric Eric
408 reviews
Unprofessional and unsanitary Mar 14, 2016
After the Sofitel in Hanoi we were excited to stay at another Accor property. We knew it wouldn’t be as crazy as the Sofitel, but were simply looking for a clean, comfortable boutique hotel.

Unfortunately, we experienced quite possibly the worst service we have ever experienced, in any hotel, ever, at the MGallery Hoi An.

After checking in, we put our luggage in our room, then immediately left the hotel to go talk a walk through the town. After returning to our room, we noticed tons of hair on one of the beds. Note that this was not one or two strands of stray hair, but it was as if someone had decided to open a barber shop and conduct business on the bed.

This was disgusting, but could have been easily resolved with apologies and another room. However, when we called the front desk manager in to take a look, her tone was immediately defensive and accusatory. “Why didn’t you notice this when you initially checked in?” - as if it was our fault.

Just when we thought things couldn’t have gotten worse, she literally brought out a clipboard that indicated entry / exit times to the room, and started grilling us on when we left and re-entered the room, as if trying to catch us in a lie. Note also that this was around 10PM, we were tired, and they had not settled us in another room yet. At this point I got angry and refused to answer any more of her questions and demanded that they put us in another room immediately.

The next room they put us in initially seemed OK. However, after a few minutes of settling in my wife noticed the smell of raw sewage emanating from the bathroom. There was nothing immediate apparent, but we suspected it was coming from a drain by the toilet. We called the front desk manager up again. And AGAIN, her tone was defensive and accusatory. We asked her if she could smell anything and she denied it and said there was nothing wrong.

As she was about to leave, in exasperation, my wife told her to go into the bathroom area and try again. She went in, finally admitted that she smelled something foul, and then ALSO admitted that the hotel had sewage issues. So let that sink in for a moment: a manager of the hotel, who KNEW there was an issue with the hotel, denied that there was anything wrong and tried to make us feel stupid, until the evidence was undeniable and her lies became clear.

We went to a third room. This time, a large suite on the top floor. Again, the smell of raw sewage.

Finally, we went to a 4th room. No hair. No raw sewage smell. At this point it was near midnight.

All in all, the most unprofessional and, frankly, insulting service I have seen at any hotel.

We talked to the General Manager later on. He comp’d us for one night and also gave us free invitations to a New Year’s Eve party. He tried to make things right, but at the end of the day first impressions are everything, and the rest of our stay was uncomfortable.

It’s also hard to trust that a hotel is being genuine when they’ve already proven themselves to be so unprofessional, especially if they are willing to lie to and berate their own customers.
Pool / courtyard
Pool / courtyard
View from courtyard room
Bed
2 / 2 TravBuddies found this review helpful/trustworthy
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AdamR3723 says:
Tragic, when a place turns out like this.
Posted on: Mar 18, 2017
spocklogic says:
Too bad and looks like a nice property with well decorated rooms. Had to laugh - like it really mattered whether you noticed the hairs when you first checked in, they were there and not your own! Oh, man, there is nothing worse than being in a hotel with sewage trouble - you can't escape that nauseating smell.
Posted on: Mar 14, 2016
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