Sanctuary Ho Tram Beach Resort

Relax

Restaurant ,staffs need more smiles

rooms amenities, good facilities, friendly staff, view from upper floors, pool, beach, activities, complimentary in rooms

we stayed in two different rooms as booked, in one the room aircon makes noise prevents from sleeping

The resort itself is really beautiful and everything was clean. It is very quiet, especially during the week, with more guests arriving on the weekend, which makes it a great place to relax and unwind. The pool area is excellent, and the sun loungers are very comfortable.

However, there is not much around the hotel in Ho Tram, so you almost have to eat at the hotel. The prices are quite high for Vietnam and feel more like European prices. Unfortunately, the service, especially at the reception and concierge, was unacceptable for a 5-star hotel. We needed to exchange Swiss francs into Vietnamese dong in order to pay for a horse-riding activity on the beach. Instead of simply telling us politely that the hotel was unfortunately unable to exchange CHF, we were told that our banknotes were of “poor quality”. We found this extremely rude and unprofessional, especially since the notes were brand new, clean, and without a single fold or any damage. Of course, if the hotel is unable to exchange Swiss francs, that is absolutely fine. However, claiming that the money was not of good quality simply because the staff apparently did not recognize or know the currency is insulting and completely inappropriate. When we asked whether we could pay by credit card instead, we were first told that this would be possible. However, after the horse-riding activity, when we returned to pay the remaining amount, we were suddenly told that payment had to be made in cash after all. We then asked where the nearest exchange office or bank was, only to find out that it was around a 15-minute drive away from the hotel. Since there is not much around the hotel in Ho Tram — especially no convenience store, exchange office, or other easily accessible facilities — one would expect the hotel staff to be more helpful, proactive, and accommodating. Guests are often not familiar with the area and rely on the hotel for clear guidance and proper assistance. Overall, we were sent from one place to another and given inconsistent information throughout the process. For a 5-star hotel, this level of service is an absolute no-go. It was frustrating, poorly handled, and far below the standard one would expect.