TRIIP Palago Hotel

This is a very peaceful place to stay - thank you to the staff for hosting such a big, international group of us :) - from Sandi (Australia)

We had a generally comfortable stay, but unfortunately the checkout experience left me feeling confused and disappointed. I initially booked the room for two people, and my sister later joined us, making us three. At check-in, the reception staff took all three of our passports without mentioning any issue, so I assumed everything was fine. The following day, we were informed that three people were not allowed in the room. I immediately offered to pay the extra person charge, which I did for the full three-night stay without any hesitation or conflict. In the room, there were two large towels and two medium-sized towels, but only one small rug outside the bathroom. Since my mom is prone to slipping, we used one medium towel as a temporary floor mat for safety. This towel was used only for that purpose for one night, and housekeeping replaced it with a proper floor rug the next morning, which we appreciated. However, during checkout, the receptionist presented us pictures with that towel and another towel that had a very small makeup stain (less than an inch) and informed us we would be charged 200,000 VND as a cleaning fee. This was surprising and confusing. In a hotel setting, light makeup marks and normal towel use feel like reasonable wear and tear, especially since no prior guidelines, contract, or reminder about potential charges for towels were communicated to us. The only clearly stated rule was no smoking, which we fully respected. While I understand the importance of maintaining hotel property, clearer communication upfront would have made a big difference. The lack of warning combined with the sudden fee at checkout made the experience feel uncomfortable and unexpected. The receptionist’s attitude and tone was arrogant and rude. Overall, the stay itself was fine, but the handling of policies and charges could be improved to avoid leaving guests with a negative final impression.

When discussing the price upon arrival, we suggested booking through their website as it was cheaper online. They agreed. Then they claimed the room we booked was different, even though the hotel only had one available room at the time. Furthermore, they didn't help with laundry. The bathroom drain wasn't working properly; the bathroom and shower were always flooded. I wouldn't recommend them.