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“Disappointing”

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Sunrise Premium Resort Hoi An
Ranked #61 of 147 Hotels in Hoi An
Newcastle, Australia
Level Contributor
24 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Disappointing”
Reviewed 1 March 2013

First impressions are very positive for this hotel. It is new, well appointed has a great pool area and is located on the beach. You can't swim at the beach as it is retained by sand bags due to storm damage. This is not the fault of the hotel and does not detract from the hotel's appeal. The view of the ocean from our room was excellent.
The breakfast was good, however the food served at the restaurants was not up to the standard expected of a 5 star hotel. This in itself was not such a problem as the bountiful restaurants of old Hoi An were only a short taxi ride away.
The main problem we had with the hotel was noise coming from tour groups being checked in or out at times between 2am and 3am. This affected us and other guests on three of the four nights we stayed in the main body of the hotel. There were profuse apologies and for our last two nights we were upgraded to a luxurious each front villa which whilst much appreciated does not solve the noise issue for the hotel.
This could be a great destination hotel but only if it ensures that guests get a good nights sleep.

Room Tip: Check on check out/in policy for groups and get an ocean view room.
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  • Stayed February 2013, travelled as a couple
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Helpful?
1 Thank Graeme J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Fremont, CA
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 28 February 2013

A group of 12 of us stayed at this resort from Feb 26th to the 28th. The grounds, swimming pools and beach are truly beautiful. The infinity lap pool is olympic size and located directly adjacent to the beach. The rooms look modern but the layout of the room is not practical because of no shower door so water leaks into the bathroom floor. The food is average. Sadly however, the service remained consistently poor with disinterested and often angry front desk and restaurant staff, although the rest of the staff were pleasant.

On the morning of the 27th our group witnessed a very bizarre interaction between the breakfast buffet restaurant manager (first name Huan) and a woman in another group who was sitting at a table on the outside deck overlooking one of the pools. The manager began yelling at this woman, and raging like a 7 year old boy having a tantrum, indicating that she should not be sitting there and stated that he did not care if he gets fired for his behavior, but needed to say that she is a rude guest. All the other guests were shocked and nobody said a word. The female guest sat silently staring at her food while Huan continued his rage fit.

Perhaps the guest was indeed rude as we did not see her interaction with Huan prior to his explosion but there really are better ways to handle conflict between staff and guests without resorting to name calling and rage fits. Usually verbal attacks on guests are not well tolerated by 5 star hotels so it is unclear why this particular manager's behavior is tolerated at this beach resort.

  • Stayed February 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank headoc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mauritius
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 28 February 2013 via mobile

We spent 2 nights here and had no complaints. Great room, good service and a nice resort in general. We spent all our time in the city and ate all our meals there too so can't comment on the food. There is a free shuttle service Fromont the hotel to the city every hour so that is convenient. We were given a cake and a bottle of wine for our honeymoon which was nice :)

Stayed February 2013, travelled as a couple
Helpful?
Thank ChrisPark1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
21 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 27 February 2013

We had a package which included six nights in an ocean view suite, daily spa treatments and all meals included and the deal was great value This is a great resort with well maintained gardens, beautiful swimming pools and friendly staff. The suites are huge, generously and attractively fitted out, with glorious views. Staff at the spa were efficient and competent. But the resort is let down by the service in the restaurants. Quality of the food is high but since food and drinks are at western prices with a mandatory service charge, it is not unreasonable to expect at least a basic western standard of service. This would include: everyone at a table being served at the same time; drinks being served promptly after ordering and before the food arrives; all the starters being served at the same time and before the main courses; all the main courses being served at the same time and before the desserts; and hot dishes being served hot not luke warm. If this restaurant service issue can be addressed, this will be an excellent place to stay.

  • Stayed February 2013, travelled with friends
    • Value
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    • Sleep Quality
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Helpful?
1 Thank tripturner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
123 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed 25 February 2013

Whilst no major complaints the advertising was for six star accommodation! This is not the case!
Everybody was friendly & helpful & the staff at the body works spa were great. However the photographs of the beach were misleading as you could not swim in the water & the beach had sandbags due to the erosion. The shuttle bus time schedule is challenging if you want to get into town for dinner. Plenty of taxis at hand though.

Room Tip: See above comments
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  • Stayed February 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Richard M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
137 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 88 helpful votes
Reviewed 20 February 2013 via mobile

In this day and age of twitter and like. Often the faceless person at the other end of the computer can feel free to bad mouth and be negative about anything. It is easy when you have left somewhere to give it a bad wrap. Well as i write i am sitting at the bar having a welcoming beer. So the finish of some of the fittings look a bit amateurish who cares. The people are friendly and helpful. The food to date has been fresh and tasty. Our bed comfortable and the sheets are clean. What more do you need. I will sad to leave and I would come back again.

Stayed February 2013, travelled as a couple
Helpful?
3 Thank tony r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hanoi, Vietnam
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 19 February 2013

After reading mostly good reviews regarding this resort, we were really looking forward to our two night stay. As we booked during Tet, we were initially dissappointed that we could only get two nights at the hotel. I wanted to treat my visiting parents from Singapore with a stay at a lovely resort, but we were devastatingly dissapointed.

We were there from Feb 10-12. The front desk told us upon check in that breakfast was at the restuarant at the lobby. So on the first morning when i went there for breakfast, I was stopped short of the entrance and was asked to proceed to the convention room towards the back. When asked why, the restaurant manager's reply was that they were expecting high volume and did not want guests to wait for breakfast so another venue has been set up so we should proceed on there. No problem, have experienced that before and the hotels have always done well even with makeshift breakfast arrangements. When i got to the makeshift breakfast area, the food was horrible. The selection poor. The worst food that i have had at a resort! Even the buffet spread at the Brilliant Hotel in Danang outshone them by a mile!! There was no service at all and don't expect the staff to smile! As i have arrived before my husband, when he showed up later, he told me that the restaurant was empty and that only "whites' were there. When we looked around the convention room, all you see were asian guests. By now you must have guessed..we are asians. My husband is asian American and i am asian Singaporean.

When I asked another staff, one gave me a reply that the restaurant had service while the convention room had....he could not finish his sentence...Yes, no service at all! But don't we pay the same rates and some of those asian guests stayed in villas, mind you!

On the second morning, we were going to try to get seated in the restaurant. When i was walking towards the restaurant, I happen to see a caucasian couple headed that way, so i hurried and followed behind them. They walked right to the entrance of the restaurant and was shown a table right away. Whereas I was told to go straight to the back! Point proven!

Some of the asian guests caught on and some started to complain and even one guest called the restaurant manager a "ba^$^%#". Good for her!

Sorry, this resort though well maintained, new, great housekeeping staff (lovely people, only people who greet you with smile in the hallways and the only people i tipped!)....but the breakfast experience has left a really bad taste in my mouth on top of the horrible breakfast we were fed! Totally ruined our holiday!! thank God we only managed to book for two nights!

I have travelled all over the world, stayed in more hotels and resorts (5 stars too) than i can remember and even lived in a caucasian country like the US and in a red neck state like Texas for 10 years....but never in my life have i experienced such blatant racial prejudice and what is worst is asians treating asians bad!! Sad...really sad.

On check out, we told the reception of our experience, they said that that was for the big group and all we had to do was tell the restaurant our room number and they would seat us. Lady, dream on. Room number was never asked and the convention room was a firm directive. It was always "the restaurant is full and there is room at the back!" My husband is the FD for a MNC and they will be taking their account somewhere else!

  • Stayed February 2013, travelled with family
    • Value
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    • Sleep Quality
    • Rooms
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Helpful?
20 Thank Tigerlily212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sunrise Premium Resort Hoi An

Property: Sunrise Premium Resort Hoi An
Address: Au Co Road, Cua Dai Beach, Hoi An, Vietnam
Phone Number:
Region: Vietnam > Quang Nam Province > Hoi An
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #61 of 147 Hotels in Hoi An
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Sunrise Premium Resort Hoi An 5*
Number of rooms: 222
Official Description (provided by the hotel):
SUNRISE PREMIUM RESORT HOI AN - The Art of luxury Perfectly nestled alongside Cua Dai beach - one of the most beautiful beaches of the world with only 10- minutes' drive to Hoi An Ancient Town, Sunrise Hoi An Resort is one of the most luxury resort radiating the charm of Vietnam's most picturesque town. Here, experience the Art of Luxury paired with the unique cultural touches. Designed for offering tranquility but yet all the modern features a Resort has to offer, Families and Couples alike will enjoy the unique touch of Sunrise Service. Inspired to reflect Hoi An's heritage the resort is paying attention to the young guests with an exclusive Kids Club. Beauty and SPA Treatments are making Sunrise Hoi An resort a ultimate destination to unwind together with its breathtaking infinity lap pools overlooking Cham Island and has won multiple awards. Surrounded by lush garden and the center piece pool and its stunning lap pool SUNRISE PREMIUM RESORT HOI AN offers a total of 222 rooms ad luxurious appointed suites and 12 stunning Ocean Front villas. Designed by renewed and awarded UK Design Office NOOR Sunrise Hoi An Resort is capturing local style and contemporary living standards for guest rooms, suites and also Restaurants and Bars. SUNRISE PREMIUM RESORT HOI AN is not only an award winning resort however is proudly recognized to be leader in quality standards and a young and motivated team. Luxury Bathroom Amenities, luxurious beddings Sunrise offers the for its Premium Customers a private Club in which you can indulge and spoil yourself with many benefits such as an exclusive High Tea, unlimited usage of high-speed Internet, Complimentary bicycles and complimentary Minibar ... more   less 
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