M Hotel Saigon Reviews

I recently completed a three-night stay at M Hotel Saigon, and while my overall experience was satisfactory, I am deeply disappointed with how a particular situation was handled during my stay. I feel it is necessary to bring this to your attention to ensure that future incidents of a similar nature are managed more professionally. During my stay, I received a call from the hotel receptionist, informing me that a complaint had been made against me for making excessive noise at night and disturbing other guests. This accusation was both untrue and extremely embarrassing. I want to state clearly that I did not make any noise during the night. My partner and I were asleep, and the only possible sounds from my room were regular movements such as walking to the restroom or flushing the toilet—none of which could be considered excessive or disruptive. I have stayed at both M City Hotel and M Hotel Saigon multiple times this year, and this is the first time I have ever encountered such an issue. I expect the hotel to handle such complaints with greater care and discretion. Instead, I was put in a very uncomfortable situation where I was asked directly whether I had made noise or not, as if I had to defend myself against an unsubstantiated claim. Even after this incident, I decided to file a complaint with the hotel booking platform regarding the way this was handled. Shortly after that, when I returned to the hotel at night, one of your staff members approached me in the lobby and apologized. While I appreciate the apology, I still feel the need to bring this matter directly to the hotel’s attention because it highlights a significant issue in how guest complaints are handled. I believe that in situations like this, the hotel should conduct proper verification rather than immediately confronting a guest based solely on a complaint from another party. Making a judgment without any form of investigation not only creates an unfair experience for the accused guest but also diminishes the professionalism of the hotel’s service. I urge your management to review how such complaints are handled in the future. A better approach would be to verify the claim before reaching out to the guest, perhaps by checking security footage or monitoring noise levels before assuming wrongdoing. This would ensure a more fair and respectful experience for all guests. Furthermore, I initially sent an email regarding this issue but have received no response. The lack of acknowledgment only adds to my disappointment. Since my concerns have been ignored, I have no choice but to express them publicly through this review. I sincerely hope your management will take this matter seriously and improve your complaint-handling process to prevent similar experiences for future guests.