Our first check-in wasn't really good. Staff were not friendly, the room wasn't very nice... after 2 or 3 nights we went to Ha Long Bay... and after we booked another hotel... we received email from hotel and they informed us for upgrading the room.
When we back we met Emily (hotel manager) Emily is cuch nice lady, she was helpful and very friendly. She did apologise to us and upgrading our room, and we stayed only one night more... because we already had booked another hotel.
Before checked out we ask to buy a bath towels... Emily wasn't there and staff had to ask about... the answer was YES we can buy... and when we try to pay, the girls say, no need to pay... Emily said it be free for us... so we had nice benefit and souvenir from the hotel...thank you Emily!
P.S. If all staff were like Emily the hotel be perfect without any complaints, and we will stay for 10 nights as we booked. Hope they be better in the future.
Once again THANK YOU EMILY for every thing you did for us! ❤️