Ho Chi Minh City (HCMC) was the final stop after 3 weeks of travelling through Vietnam. One of the things we loved about our trip were the many friendly, attentive people we met at hotels, restaurants and street stalls who provided an incredible level of service. So coming to HCMC, probably the most developed and modern of cities in Vietnam, we were expecting pretty much the same or better level of service..unfortunately our stay at the Asian Ruby was disappointing, mainly down to poor customer service levels.
It's a pretty good location, not far from some of the main things to see and near to many bars, restaurants and cafes. We walked everywhere, just be extra careful when crossing the roads.
First impressions do count, and the reception area looks great, welcomed with a fresh cup of camomile tea. Just a shame the reception staff were not as refreshing as the tea.
Our room was clean, had a good size bathroom and comfortable beds. We asked for a luggage stand to put one of the suitcases on but they did not have any. We requested a luggage stand immediately after checking in. So the room was a bit cramped with 2 large suitcases in it.
The hotel was not very busy, so they could have moved us to a slightly larger room where we noticed there was a luggage stand.
At breakfast there was a pretty good selection of food, an egg station and fresh pho every morning. You are issued with tickets for breakfast, not really sure why - but a minor point did not affect our breakfast experience.
Unfortunately, this is where the Asian Ruby let itself down. As I said first impressions count - upon asking, we were given a local map and told everything we need to know is in there. It would have been great service if the male receptionist showed us the location of the hotel on the map, recommended some sightseeing places, places to eat and what tours the hotel could arrange for us. Instead, the male receptionist asked for payment of the airport transfer. He didn't even ask if we've had a pleasant journey to the hotel, if our vacation was going well - no attempt at building a rapport with us at all.
On a couple of occasions we sat in reception waiting for our pick ups - not once did any of the receptionists acknowledge us by greeting us - they just walked by, ignored us and sat at their desk playing on their cell phones. Even the male receptionist who checked us in, did not acknowledge us.
And on our final day, when the taxi came to take us to the airport - the female receptionist did not tell us he had arrived - she just told the driver where we were sitting and he approached us. Considering we booked the transfer with the hotel, at the very least she could have come and told us our taxi had arrived and wish us well on our journey home - but she said nothing.
In all the other hotels we stayed in, the staff took the time to explain their services, the local area and provide recommendations. The Asian Ruby staff never once took an interest in their guests. Even the checking out process was cold, clinical and unfriendly - she didn't even ask if we enjoyed our stay at the hotel - we stayed there 4 nights and I cannot remember if any of the staff ever smiled.
In all other hotel reviews in Vietnam I have mentioned at least 1 member of staff who demonstrated great service, but no one here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from AsianRubySelect122, Người quản lý at Asian Ruby Select Hotel
Responded 3 Jan 2020
Dear MistryMistry, Thank you so much for your stay at Asian Ruby Select Hotel. We are sincerely apologized for the problems you mentioned in your feedback. We have noted your feedback and we are trying to improve quality of hotel's service. I am sure that this thing will never happen again. We would love to invite you back with us for next trip. Best regards, Ms.Jeannie Nguyen Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC