Azerai La Residence, Hue Reviews

Response from Property: Dear Mr. Chen Hao,Thank you for choosing our hotel for your stay in Hue City. We appreciate your feedback and deeply regret the inconvenience you have experienced.I understand how distressing it must be to discover that money is missing, and please rest assured that we take this matter very seriously. I have personally overseen a thorough investigation into the incident.As part of our investigation, we have reviewed key card access records, CCTV footage, and obtained written declarations from all housekeeping staff who entered your room. The records confirm that only three staff members—two room attendants and one floor supervisor—entered your room during the turndown service from 18:10 to 18:13. They have been in your room for only 3 minutes doing turndown service and on the way out, seeing you going back to your room. Our standard procedures strictly prohibit staff from entering a guest’s room alone, touching or handling personal belongings, or moving any guest items.Given our review, we have found no indication of misconduct by our staff. However, we understand your concerns and kindly ask you to check whether your bags and luggages may have been unattended after leaving the hotel and during your travels.While we have full confidence in our team, we sincerely regret your loss and any frustration this may have caused. Please let us know if we can assist you further.Kind regards,The Management

Response from Property: Dear Valued Guest,Thank you so much for your great review. We're happy to learn that you had an enjoyable stay with us.We look forward to welcoming you back soon.Best Regards,The Management

Response from Property: Dear Valued Guest,Thank you very much for your gracious comment. We hope to have another opportunity to welcome you back Azerai La Residence Hue again soon.Sincerely,Azerai La Residence Team

Response from Property: Dear Mr. Wu,Warmest greetings from Azerai La Residence, HueThank you for sharing your experience with us. We are delighted to read that you had an excellent stay and enjoyed your visit at our hotel. It is always encouraging to learn that guests are satisfied with our service as it is what we strive for every day.At the same time, we regret to hear about the unhappiness caused from the neighboring construction. We sincerely apologize for any disruption it may have caused.On behalf of all the team, I wish to thank you for your continuous support and hope you will give us the opportunity of welcoming you again in the near future.Sincerely,The Management

Response from Property: Warm greetings from Azerai La Residence, HueDear Kyle & Sun,Thank you very much for taking the time to share your experience with us. We are so happy to learn that you had a comfortable and relaxing stay with us. We look forward to welcoming you back soon.Sincerely,Azerai La Residence Team

Response from Property: Dear Valued Guest,Warm greetings from Azerai La Residence, Hue.Thank you for taking the time to share your experience during your stay with us. We are truly sorry to hear that your stay did not meet your expectations. We regret that the noise of the marathon event in the early morning affected your experience. The event took place at the Imperial City on the other side of the river. Unfortunately, the wind during that time carried the sound , which disturbed your experience. We reached out to the authorities, but as it's a public event, there was little they could do.We appreciate for your kind understanding and we do hope that you will give us another chance to better server you in the near future.Rest assured that your compliment on the good atmosphere of the hotel and the friendly service will be shared with the team accordingly.Warmest Regards,The Management

Response from Property: Dear Ms. Wang & Ms. Gan,Thank you for choosing to stay with us and for taking the time to share your concerns regarding the service issues you encountered during your visit. We sincerely apologize for any frustration you experienced and truly regret any inconvenience caused.At Azerai La Residence Hue, guest feedback is highly valued, and we are committed to continuously improving our services. Please be assured that we have internally reviewed your concerns to prevent similar issues from occurring in the future.Allow me to provide some clarification:1. Bellman AssistanceUpon check-in, when you inquired about the different denominations of our local currency (VND 500,000 & VND 200,000), our bellman aimed to explain their respective values. He was both grateful and pleasantly surprised by your generous tip, which is why he sought confirmation regarding the VND 200,000 note. We sincerely regret that his limited English proficiency may have led to confusion or discomfort.2. Tax Refund ConcernPlease accept our apologies for the misunderstanding regarding the tax refund. In Vietnam, tax refunds are processed exclusively at airports, select major shopping malls, and duty-free shops in large cities. As per your request, the VAT invoice has been sent to you, and I trust you have received it.As a gesture of goodwill and to demonstrate our commitment to guest satisfaction, we would like to deduct the 8% VAT from your bill. We hope this resolution meets your approval.More importantly, we remain dedicated to enhancing the training and development of our housekeeping and cashiering teams to ensure the highest service standards for our guests.On behalf of the Azerai Family, I sincerely appreciate your support and hope that this incident does not deter you from staying with us again in the future.Warm regards,Phan Trong Minh/Mr.General Manager