Posted Nov 29, 2016 on Hotels
My flight is really late 3 am I arrive at hotel, but the reception is very nice, clearly explain to me everything even recommend me to upgrade to a better room, thank you so much, I pay all the deposit included the upgrade charges that time. But the next day morning while I need to change the upgarde room , there is another receptionist called Loc , she insist I need to pay another deposite for the upgrade room, I do not have any problem with it , if she have a nice and polite attitude , or explain me why I need to pay extra , but none of this from her. Bad experience ,will tell me friend not to stay here actually. not because of this girl, I try to order room service at room, first night no one pick up the phone, I do understand it 3 am ,but room service suppose 24 hours , second night call them they say food in the menu is not available . Very Bad.
Comment from Hotel Management
Dec 13, 2016 by General Manager, Hotel Management
Dear Valued Guest,
Thank you for sharing your experience on your stay at Pullman Danang Beach Resort.
Firstly, the quality of service that you received is indeed unacceptable and is not a reflection of our usual standards. Please accept our sincerest apologies, and I am totally understood your frustration and disappointment you felt.
I have personally shared your comments with our management team and we are taking serious corrective actions to assure a constant level of excellence in our service and communication.
With regards to the room service you have experience, you are totally correct. Our room service is 24 hours. For your information, our in- room menu, some of the dishes will be not available after 23:00. We have indicate on the menu what dishes is available for 24 hour with the symbol beside the item. Nonetheless our staff should have explained to you, instead of informing that it is not available.
Once again, please allow me to express my sincerest apologies. I do hope we will have the opportunity to welcoming you again and be able to provide you with a better experience.
Guest Experience Manager
Nguyen Thi Thu Hien