With great excitement, we were looking forward to our stay at Rex Hotel Saigon after the great memories from our last visit.
It started with a humid and bad smelling Suite. This had been corrected immediately with a new Suite without windows (!) and biscuits as apology.
The two days passed without any complaints although it has to be noted that the rooms and interiors (including the fitness room) are fairly outdated - beds, pillows, towels are used and show clear signs of wear and smell. Also the glorious breakfast which impressed us at our first visit was unfortunately a great disappointment. Poor choice, only the strict minimum for international standards and I suspect the juices being mixed together from the past day. Many service staff is present at the breakfast but not understanding requests or being helpful (different from the housekeeping staff 👌).
Until then, it’s only limited disappointing as the previous great experience cannot be replicated - nothing dramatic.
But then at the last day at breakfast, when my daughter was not feeling well and didn’t want to properly eat, I asked to 3 persons to obtain a bag, plastic or just something, so that I can wrap the sandwich I made for her for later when she gets hungry. It had been refused !! with the explanation that I can only eat in the breakfast room and I can bring nothing outside. SERIOUSLY? It’s not like I prepared a big plate with different food for me for lunch to eat in my room - it was a sandwich! For a child! I paid for the breakfast and what she doesn’t eat but was touched has anyway to be thrown away! So why making this scene?! As they didn’t expect us to understand Vietnamese, we had to accept the mean gossip talk behind us because we didn’t want to perturb our kids any further. I have never experienced such an incident in any hotel - be it without star or a 5 star hotel! This behavior is unacceptable and shocking!
As if it wasn’t enough, when we had checked-out and were waiting for our taxi (I am not complaining about the incident at the breakfast at the checkout as they were anyway not interested) - a guy stopped us and told us that the 2 face towels from the bathroom were missing! With great astonishment, we told him that we left them at the fitness and the towels from the pool in the room. He answered that he will check this 😳 Are you kidding?! Besides being treated like we stole face towels!!! - we are talking only about FACE TOWELS! This is not how you treat customers! Never we had experienced something like this! NEVER! This is so shocking and disappointing! This hotel has no shame whatsoever, doesn’t deserve 5 stars and is not slightly adapted to international standards. We won’t come again and our great memory of the former glorious Rex Hotel is destroyed forever.
