Yarra Ocean Suites Danang

Ok for stay thank you for your service

Very disappointing stay at Yarra Ocean Suites Danang – customer care was conditional on removing our review

Unfortunately, this was the worst hotel experience of our trip to Vietnam. We absolutely loved visiting Vietnam and exploring Da Nang, but our experience at Yarra Ocean Suites was extremely disappointing.

We were a group of 6 adults and had booked 3 rooms for a 6-night stay. After travelling since early morning, we arrived late in the evening exhausted, only to be told that the hotel did not have the correct number of rooms available and could initially only accommodate us in 2 rooms.

What made this worse was how slowly the situation was handled. We were left waiting on the reception couches for several hours, until after midnight, while staff appeared confused and initially made us feel as though the booking problem was somehow ours. We even had to quickly get fast food because the delay had gone on for so long. Only after a negative review was posted did arrangements suddenly seem possible and we were eventually accommodated.

During the rest of our stay, management repeatedly wanted to discuss the situation with us and asked several times for the review to be removed. We had already lost hours of our holiday dealing with the original problem and did not want to spend more of our holiday repeatedly discussing it at times that were convenient for the hotel, including while we were trying to eat and enjoy our meals.

Housekeeping was also inconsistent. On some days bins were not emptied and toilet paper was not replaced.

The final issue happened with our late check-out. Because our flight was later in the day, and considering the problems and time lost on our first night, we asked whether the hotel could accommodate a late check-out. The previous evening, we were told that 2 of our 3 rooms could have a later check-out and that the key cards could be reactivated the following day.

However, when we came downstairs the next day, this arrangement suddenly became a problem. During the discussion, the review was again brought up. Because communication was unclear, I asked the receptionists directly whether they were saying that the late check-out for the two rooms would only be honoured if we removed our review. Both receptionists answered yes.

This was completely unacceptable to us. Customer service or an attempt to make up for a poor experience should never feel conditional on a guest removing an honest review.

At that point, we decided to check out completely and book another hotel for the remainder of the day. Even then, the process took more than 30 minutes because staff wanted management to speak to us over the phone rather than simply allowing us to complete our check-out and leave.

After staying for 6 nights and paying for 3 rooms, we expected much better communication, organisation and customer care. Unfortunately, what could have been resolved with genuine hospitality instead became an ongoing source of frustration throughout our stay.

Da Nang itself was wonderful, but based on our experience, I cannot recommend Yarra Ocean Suites.

Our experience at Yarra Ocean Suites Da Nang was extremely disappointing, especially after travelling for an entire day and arriving late at night.

When we arrived, there was an issue with our booking on their side. Instead of being able to check in and get some much-needed rest, we ended up sitting in the lobby for a couple of hours into the early morning while they tried to sort out their mistake.

Unfortunately, the problems continued during our stay. The room was not properly maintained. On some days, the toilet paper was not replaced, and the rubbish bins were left full even after the room had supposedly been cleaned. These are basic things that should not have to be repeatedly requested.

We also asked for a late check-out because our flight was only later in the day. After everything that had happened, they eventually offered us a late check-out. However, things took an even more disappointing turn.

When we walked past reception, we were told that we could only have the late check-out if we removed our bad reviews.

That is completely unacceptable. A late check-out should not be used as a condition to remove or change an honest review. You cannot undo a bad experience by offering something in exchange for deleting a review. The problems we experienced had already happened, and no late check-out could change that.

After we refused to remove the reviews, they then refused to let us check out as arranged and ignored us. Instead of trying to resolve the situation professionally, we felt that we were being punished simply because we had given honest feedback about our experience.

Mistakes can happen, but what matters is how a hotel handles those mistakes. In our case, the booking problem, long wait at check-in, inconsistent cleaning, missing toilet paper, full rubbish bins and the way the late check-out was handled made the entire stay extremely frustrating.

The most concerning part was being asked to remove our honest reviews in exchange for something that had already been offered to us. Guests should be free to give honest feedback without being pressured or having services used as leverage.

We cannot recommend Yarra Ocean Suites based on our experience, and unfortunately, we would not stay here again.