Eastin Grand Hotel Saigon

The equipment and the room are a bit outdated and old to be honest Place is close enough to the airport so a good choice for early flight departure

A Textbook Example of Management Failure in Hospitality I did not arrive with the intention of complaining. On the contrary, I arrived willing to overlook imperfections. With New Year’s Eve approaching, I consciously chose calm over confrontation. Unfortunately, this hotel – and more specifically its management – turned that goodwill into disappointment. The New Year’s dinner was priced at €100 per person, excluding beverages. At this level, expectations are not extravagant: warm food, timing, and basic quality control. The food was served cold, lacked finesse, and did not reflect the price point. Despite this, I made no complaint, paid the full amount, and chose not to escalate the matter. This alone should demonstrate the level of patience and respect I brought into the evening. Everything changed after my interaction with Kevin. Kevin was the manager on duty, meaning the highest responsible authority at the venue that evening. When I mentioned that I might leave a review, Kevin shook my hand and explicitly encouraged me to write a one-star review. This single moment revealed a fundamental lack of understanding of hospitality management, customer psychology, and leadership responsibility. A competent hotel manager in Kevin’s position had multiple clear options: Acknowledge the issue with the food Apologize for the experience, regardless of personal fault Offer a corrective gesture (replacement, explanation, or goodwill solution) De-escalate and protect the guest experience, especially on New Year’s Eve Kevin chose none of these. Instead, Kevin escalated the situation emotionally and dismissively. Encouraging a dissatisfied guest to publish a negative review is not confidence – it is managerial negligence. Although my age was clearly verified (30+), staff adopted a patronizing tone, positioning themselves above the guest and issuing instructions rather than engaging in respectful dialogue. At this point, Kevin should have intervened to ensure professionalism and hospitality standards. He did not. What is most concerning is not any single incident, but the complete absence of customer support structure: No attempt to calm the situation No ownership of the guest experience No awareness of timing, context, or emotional setting (two hours before New Year’s) No leadership presence when it mattered most Kevin failed to understand a core principle of hospitality: guests do not expect perfection, but they do expect respect, accountability, and emotional intelligence. On high-pressure evenings like New Year’s Eve, a manager’s role is to absorb tension, not create it. It must be stated clearly: This review exists not because of cold food, but because of how Kevin handled the situation afterward. Poor service can sometimes be corrected. Poor leadership leaves a lasting impression. Kevin succeeded in alienating a calm, patient, financially stable guest who actively avoided conflict and gave multiple opportunities for the situation to resolve quietly. That outcome is entirely preventable – and entirely on management. Final assessment: The hotel may invest in decor, branding, and pricing. However, without competent leadership, those elements are meaningless. Until management understands what customer support and accountability actually entail, this establishment will continue to lose trust where it matters most. This one-star review reflects not anger, but an accurate and fair account of events. Thank you Kevin.

Dep.du is a popular destination for foreign tourists, especially those from China and South Korea.