Bad attitude from the staff when handling our booking during the typhoon.
We had to cancel our trip as we faced difficulties with transportation during the 13th typhoon in Central Vietnam. After being unable to find any solution, we called the hotel to request a booking change. The receptionist informed us that they would call back the next day at 8:00 AM, but no one did.
I then called back and spoke with Ms. An Nhi, who introduced herself as a sales representative. However, she did not listen to our situation and responded in a rude tone, saying, “There is nothing happening in Da Nang, so we cannot help you.” Even when I tried to explain, she kept interrupting and laughing over the phone.
We understand that our booking is subject to terms and conditions and may not be refundable or changeable. However, given the weather situation, the hotel could have been more flexible or at least shown empathy and the right attitude as it should be hospitality & human being.