Palazzo Luxury Hotel in Da Nang

If it was possible to give a minus rating, I would. Horrible karaoke has been blaring from a number of speakers set up in front of this hotel for hours. It can be heard for blocks in all directions. No one will be staying at this place tonight. 😤

Dirty rooms, bugs in the bed and miserable customer service. We arrived here hoping to find a clean and comfortable place. Everything was okay until I saw the room. Two cockroach-looking insects running on the floor, stuffy smell and dust everywhere. I decided to check the bed in case it is as filthy as the rest of the room. I found bugs in the bed. Of course I'm not going to stay in a place which has bugs in the bed. At this point, I had been in the room for about five minutes, only checking if the room is clean enough to stay in. I went to the reception and politely told them that me and my boyfriend are not going to stay because I found bugs in the bed. I even showed them a picture but she didn't believe me and tried to make the problem go away by telling me that she had used bug spray the day before. They tried to offer another room but I told them we want to leave. The cleaning lady went to check the room and when she came back she told the woman in the reception that I had been sleeping in the bed, which was absolutely ridiculous. For this "five minutes of sleeping in our hotel" they charged us 100 000 VND and me and my boyfriend were devastated about this kind of "service". We had to pay the money because otherwise they wouldn't have given us our pasports back. I still can't believe that this kind of ridiculousness actually happened.

This place is not a four star hotel and it doesn't know the concept of customer service. In my opinion, if the customer finds bugs in the bed, it is not the right time to charge money and not to give their passports back. I left the place crying and furious because this was the worst customer service experience ever. I feel like we got scammed. Luckily, we found a brand new three star hotel where the staff knew how to treat their customers. I hope that people in Palazzo Hotel enjoy my 100 000 VND and that it was worth it. And I hope they fix their bug problem.