Tru by Hilton Hau Giang City Centre

Check in/out was a breeze, hassle free Quite envoirment with awesome lake view Location is awesome with lots of FNB nearby Front desk staffs were super friendly and helpful Will definitely stay here again if any chance

FORMAL COMPLAINT – Unacceptable Service, Disrespectful Treatment & Substandard Stay – Tru by Hilton Hau Giang City Centre – 9th July to 17th July 2026 Dear Management Team, I am writing to formally report the deeply disappointing and unacceptable experience my daughter and I endured during our stay at Tru by Hilton Hau Giang City Centre from 9th July to 17th July 2026. During this stay, we encountered serious failures that fall far below the standards promised by the Tru Hilton brand Hospitality: Our room was left unserviced throughout our stay, despite requests made to front desk staff. At breakfast, we were served leftover ingredients which were cold, stale bread which was directly taken from the refrigerator freezer and was replenish onto the Deli station, the food quality was compromise and lacks freshness. These food served at its Morning Buffet Breakfast Station were unfit for consumption and lacks food safety. The restaurant dining area was in a mess, litters were at every corner of the restaurant, and the buffet station table was in a mess. While I was with my daughter waiting to be served in an empty restaurant with no other guest at around 8a.m ++ that morning on Tuesday 14th July 2026 , there was not much food left, mostly were left-over ingredients that were messy and unsuitable for consumption, and for 30 minutes, the kitchen staff & the lounge staff also did not take any initiative to replenish fresh food and beverages onto the breakfast buffet station, I therefore requested for some fresh bread and fried eggs, however after waiting for 30 minutes, the food never arrived and was not served. We were left with great disappointment and thereafter we left . My minor daughter was left weak and pale, and I had to leave the hotel immediately and hurry to source for breakfast for my minor daughter whom will be waiting in the room for my return. The hotel staff whom had witness the whole event did not offer any assistance or solutions, and had an a very cold and uncompassionate attitude towards this matter. Most concerning of all: your staff treated us with extreme disrespect, unprofessionalism, and humiliation, directly targeting both myself and my minor daughter. This behavior was upsetting, intimidating, and completely unacceptable. As a guest traveling from Singapore, I chose this property expecting reliable service, safety, and basic courtesy — none of which were provided. This incident has caused us significant distress and ruined our stay in Hau Giang.   I request that you: Conduct an immediate internal investigation into this incident and the staff members involved; (Mr. DAT, Male Guest Service Team Member. *Arrogant, Sarcastic, Impolite & Unhelpful. / Mr. DAT does not have empathy, compassion, and passion for hospitality, he failed to served and sympathise with the needs of the guest and also on many occasions put the guest in frequent stress, anxiety and confusion. When asked about on how to navigate for amenities around Hau Giang for food and essentials, He wouldn't provide any useful or accurate information. / Mr. DAT will reply & response; " He do not know, or he is very busy, and instruct the guest to refrain from seeking help from him at the reception, and instruct the guest to only call for enquiry from the room and wait for reply.) and next is (Miss. NGOC, Female Guest Service Manager. *Denial and stubborn to be accountable for her irresponsibility regarding Environmental Health & Safety lapses on selling under-service substandard room to the guest, without checking for safety and functionality of the room. / Miss. NGOC behavior was reckless, insincere and unapologetic. Her acts of negligence causes safety distress to the guests and her bad attitude and aggressive behavior also leaves the guests without any solutions to her negligence. Offer fair compensation for this failed stay. Please respond to this complaint within 7 working days to confirm next steps. Regards