Maruko Ha Long Hotel

Đánh giá: When I arrived after a long trip, there was no one at the reception desk. There wasn’t even a phone number to call for help. I emailed the hotel but got no reply. After waiting for 15 minutes, I had to contact Agoda’s customer service for assistance.

Eventually, a woman came to the reception. She immediately asked for my booking details and used a translator because she didn’t speak any English.

There was no greeting or apology from her, for letting me waiting and wondering about my cook for the whole 15 minutes. It was just a rushed and impersonal interaction, without manners or kindness.

While she was checking me in, someone else came from the elevator, and she stopped helping me to talk to them instead.

It felt chaotic and unprofessional. Keep in mind, it was around 4:40 pm, not even a busy time and they should prioritise someone who they let waiting in the reception without an explanation for that long.


Then she showed me my room, and I was shocked. My jaw dropped.

The room was behind the reception desk and was being used as STORAGE for towels and bed sheets. She even removed baskets from the room in front of me. The room is beside of a toilet and a curtain horribly dirty. Imagine the noises of the elevator, people going in and out, and people working in the reception. That’s insane! It was more like a “mai’d room”, honestly.

I told her I wouldn’t stay and that I’d contact customer service. She then suddenly said it was a mistake with the booking names and that my real room was different. Really???
Just after I said that?

When I said I wasn’t staying, she suddenly tried to offer me the room I had actually booked. I didn’t accept cause I wouldn’t like to stay in this hotel at all. She had one job, giving the correct room I booked just for myself. “1 double room with outdoor view. 2 double beds” it could have one bed only cause it was just me. There is matter of communication and kindness as they lacked in both.

There’s no excuse for this! Even with a language barrier, she could have used Google Translate to greet me and apologize properly and talk about the room.

From the reviews, it seems she is the owner of the hotel, along with a man who stood outside watching but didn’t come in to apologize or fix the situation. They clearly knew what was happening but did nothing.

This was completely unacceptable. I had booked a different room with an outdoor view, not a STORAGE ROOM behind the reception with no windows.

The entire conversation was through Google Translate, which made everything harder.

I didn’t waste time arguing. I told her I wasn’t staying and left immediately. She looked stressed and clearly didn’t know how to handle guests.

Even Agoda couldn’t reach the hotel when they tried callingo or emailing them, which they confirmed by conversation. The lack of communication and professionalism is shocking.

Điểm cộng: I liked that it's close to the beach/sea.

Đánh giá: I randomly booked a hotel on the app and was very pleasantly surprised as I really liked it. First of all, I must mention the owners who are very enthusiastic and supportive at all times. While on vacation, I felt very comfortable and welcomed. The accommodation is conveniently located near the beach area and various entertainment activities.

Điểm cộng: Địa điểm tiện lợi và dễ tìm

Đánh giá: The owner is very helpful. The hotel is new, clean, and beautiful, just 500 meters from the beach. They also rent motorbikes, making it very easy to get around the city.

Điểm cộng: phòng ok , anh chủ rất nhiệt tình

Đánh giá: The host is very cheerful, I arrived an hour early and she still made it possible for an early check-in. The quality is great and very clean!

Điểm cộng: Khách sạn sạch sẽ, chị chủ rất thân thiện, gần bãi biển, giá cả rất hợp lý

Đánh giá: The owner is very attentive. We went in a group of 4 and booked 2 rooms, but since they weren't on the same floor, she switched us to the hotel across the street so we could have rooms close together. The price booked on the app is quite cheap compared to booking directly at the hotel. We will come back next time we have the chance.

Điểm cộng: Anh chị em khách sạn nhiệt tình mến khách

Đánh giá: The owner is very enthusiastic, changed our room so our group could stay close together, the room is clean and comfortable. We will come back next time.

Điểm cộng: Tiện nghi

Đánh giá: Good

Điểm cộng: khách sạn gần biển, đường đi sạc sẽ.

Đánh giá: OKI

Đánh giá: Back story: So me and my friend went to the place by motorcycle from Hanoi and we just picked this place since we only stayed here for a night then rode off again (we weren't being picky).
Now there are a few points that could have been better to deserve 5 star review from me:

1st, The Room Management: to be frank I should have given the staff here a 1 since they didn't control the booking at their hotel, leading to the case we had to be transferred to the other hotel across the street. The staff was politely asking me and my friends to switch so I wouldn't mind 1 bit but it showed unprofessionalism from that 1 single booking manager, I haven't faced any of this thing when I booked a similar hotel type in other cities (2-3 stars type hotel). But since others employee were pretty chill so I leave it 4 stars.

2nd, The general facility lighting. I don't know why but they switch off every single light in the lobby, the hall way, etc after 11PM. Like I understand the whole power saving thing but this level is too much especially the hotel has not much lights coming in from the window. Using flashlight its basically a must here during night time.

3rd, The bed: I don't know why but the bed felt like a lil bit musky with the smell for some reasons. Maybe it's just me but the weird musky smell that came from the bed didn't make me feel that comfortable at all.

Overall, it's a great 3 stars hotel and should deserve it's 5 star reviews if it wasn't for the above reasons (in my opinion)

Điểm cộng: nhân viên lịch sự

Đánh giá: Giá tốt. Phòng sạch sẽ, cô chú chủ nhiệt tình. Ổn.

Điểm cộng: Giá rẻ