Renaissance Hoi An Resort and Spa

Our family checked into the Presidential Suite in the evening, and our first impressions were outstanding. The suite is incredibly spacious, featuring a huge master bedroom with an ensuite, bathtub and two built-in wardrobes, along with a large living and dining area and a well-equipped kitchen complete with a microwave, kettle and coffee machine. There are also two additional bedrooms, each with its own ensuite and private balcony. On first glance, it appeared to be everything we had hoped for.

Unfortunately, by the following morning we began to notice a number of significant maintenance and cleanliness issues that were not acceptable for what should be the hotel's premier accommodation.

These included:

• Black and red liquid seeping from the bottom of the walls in the living area, with mould covering the lower sections of the curtains.
• Wallpaper peeling away in multiple locations, revealing extensive black mould underneath.
• Air conditioning controls that did not function correctly. Despite both zones being set to the same temperature, the master bedroom was extremely hot while the living area remained very cold.
• Numerous light switches throughout the suite that were unreliable, with some lights unable to be turned off once switched on.
• Electrically operated curtains that failed to work properly. Some required manual operation, while others would not close at all.
• A very dirty floor in the master ensuite that appeared not to have been cleaned before our arrival.
• A strong unpleasant odour coming from the master ensuite toilet.
• Fungi growing from the wall in one of the additional bedrooms.

We reported these issues to reception and spoke with Rahoman, the Executive Chef, who was acting as Duty Manager over the weekend. He personally inspected the suite with me, acknowledged that the room was well below the standard expected, and assured us that the issues would be addressed while we were out.

When we returned later that day, it was evident that only a small number of the problems had been attended to, with most still unresolved.

The following day I attempted to speak with the General Manager, only to learn that they had recently left the hotel. Instead, I was referred to the Front Office Manager, Simon. Simon also inspected the suite, apologised for our experience and committed to resolving the outstanding issues. To his credit, the majority of the remaining maintenance items were addressed while we were away from the hotel.

On our final full day, we decided to spend the afternoon by the pool. I initially attempted to order drinks using the hotel's app, but the selection was very limited, so I ordered directly from the pool bar at 3:35 pm. I was immediately informed that Happy Hour had just finished, despite us never having seen it advertised anywhere in the hotel or app. I ordered three cocktails, which were eventually delivered 50 minutes later, at 4:25 pm. Waiting almost an hour for three cocktails at a pool bar was disappointing and difficult to understand.

To be fair, there were a number of aspects of the resort that we thoroughly enjoyed. The breakfast buffet was exceptional—without doubt one of the largest and most comprehensive breakfast buffets we have ever experienced. The pool is enormous, very clean and a fantastic place to relax, while the hotel grounds are extensive, beautifully landscaped and clearly very well maintained.

One disappointment, however, was the condition of the beach. A significant amount of construction work was taking place throughout our stay. While we appreciate that this is outside the hotel's control, it would have been appreciated if guests had been advised before arrival, as the beachfront location was one of the reasons we chose this resort. Had we known the beach would be inaccessible or significantly impacted by construction, it may have influenced our decision to stay elsewhere.

I do want to acknowledge the efforts of the staff throughout our stay. Rahoman arranged a complimentary family dinner as a goodwill gesture, and Simon organised a partial discount on our accommodation. Both were professional, empathetic and genuinely tried to improve our experience.

Despite these efforts, we ultimately decided to shorten our stay.

The Presidential Suite should represent the very best the hotel has to offer. Sadly, the condition of the room fell well short of the standard expected of a premium suite, particularly given the visible maintenance issues, mould, cleanliness concerns and faulty fixtures.

While the staff did everything they reasonably could once the issues were brought to their attention, it is clear that the hotel has broader maintenance and quality assurance problems that require attention from senior management. Until these issues are properly addressed, the Presidential Suite does not deliver the level of quality or luxury that guests would reasonably expect.

Overall, this resort has many positives, including excellent facilities, beautiful grounds and dedicated staff. However, the condition of its flagship accommodation and the lack of communication regarding the beach construction significantly detracted from what should have been a memorable luxury stay.

Hannah, Jane , and Yuri were the best!!

3 nights Renaissance Hoi An- location is about 15 minutes to the Old Town central area (hotel has periodic shuttle drop off and pickup hours). We used it for drop off but since we stayed after 9p on a couple nights we used a Grab back (about $6 for a 6 seater). Buffet was okay and didn't seem to have the high quality, flavor as previous ones (by this time it could have been breakfast fatigue). They provided a nice assortment of mini desserts and fruit upon check in for elite members. Breakfast was included with our rate (maybe it did for everyone who booked). There is only 1 large rectangular room. As a beach resort, be prepared for more families, some crying kids (if you want quiet, maybe a different option). Currently there is an extensive government action off the coast to help reverse the erosion and damage caused by a typhoon from 2018. They said it will take about 1-2 more years. The hotel has a periodic shuttle to another beach area so if this a priority for your trip, you need to find somewhere else for the time being. I stayed at the Marriott Da Nang previously and thought the rooms were nicer (larger bathrooms) and the overall resort was nicer with more pools and the food was better. However, for $100/night it's still a good place to stay. Rooms have the design were there's a windows from the bedroom into the bathroom. There's a curtain to close it off but it's an odd and dated design.

As a bonus right across the street we did a fun cooking class/market visit/organic farm tour operated at Khoi 87 restaurant. It was fun for the whole family with a lot of food and learning.

This location is about 50 minutes for DAD airport and the same amount of time if you want to go to Da Nang. We did go to Da Nang one night for dinner and to see the Dragon Bridge (it was eh).