Oakwood Ha Long

The villa was stunningly beautiful, spacious, and well-maintained. However, I was surprised to be charged an additional *** for the use of kitchenware and utilities. This policy felt unreasonable, especially considering the price of the villa and the expectation that basic kitchen facilities would be included. While the property itself was excellent, this unexpected charge left a disappointing impression.

Gia đình mình 8 người lớn và 1 trê em ở villa 4 ngủ. Gia đình rất hài lòng. Vị trí ks đẹp, tiện chỗ ăn uống, gần biển. Ăn sáng ngon. Sẽ còn quay lại

* A very suitable resort for families or larger groups, especially thanks to its spacious and well-designed villas at a reasonable price point. * The location is quite convenient, close to many attractions such as the beach (a short walk across), Sun World, and various seafood restaurants. * Facilities are fairly complete: gym, two swimming pools, breakfast service, etc. The buggy service is efficient, with quick response times. * The villa itself is clean, spacious, and well-equipped. It features both front and back gardens, a washing machine, and a large refrigerator. However, basic kitchenware (plates, pots, pans) comes at an additional cost, which could be better communicated in advance. * A small deposit is required upon check-in; it would be preferable if this were clearly informed beforehand. * Breakfast is good, offering a decent and varied selection in a spacious setting. Overall, the resort offers strong value for money and is well-suited for a relaxing stay. However, the customer service could be improved — staff interactions feel somewhat limited, and there is a noticeable lack of flexibility in handling guest requests.

We only booked Oakwood Ha Long because our Ha Long Bay cruise was cancelled due to the typhoon earlier this month. The night before, we had stayed in another apartment hotel in Ha Long Bay which was excellent. With severe weather approaching, we decided to move somewhere at ground level with more space for our family. Based on the Oakwood branding and claimed 5-star status, we expected a comfortable and safe alternative. Unfortunately, apart from the friendly check-in staff, our experience went dramatically downhill from there. First Impressions – Signs of Neglect The reception staff were genuinely lovely and welcoming, which initially gave us confidence that we had made the right choice. However, as soon as we arrived at our chalet, warning signs were everywhere. The exterior of the property showed obvious maintenance issues including: • Cracks in the exterior walls • A broken entrance gate • Uneven paving stones • General signs of poor upkeep None of these issues alone would have ruined our stay, but they were only the beginning. Serious Mould and Water Damage Throughout the Chalet When we entered the chalet, only three of the four bedrooms had been opened. Within minutes we had to call for assistance because: • One bedroom air-conditioning unit was completely covered in black mould/fungal growth. • None of the safes in the bedrooms worked. Staff attended, but rather than addressing the mould issue, initially attempted to tell us that it was "not mould". We were then shown an alternative bedroom which turned out to be even worse, with extensive water damage and fungal growth running down the wall directly above the beds. As we inspected the chalet further, we found mould, mildew, fungal growth and water damage throughout the accommodation, including: • Air-conditioning units • Bedroom walls • Bathroom ceilings • Shower areas • Around baths and bathroom walls • Picture frames and decorative artwork • Kitchen areas • Multiple bathroom surfaces There was also an active roof leak on the upper floor, with visible water damage spreading down the walls. The extent of mould and damp was shocking and completely unacceptable for any hotel, let alone one advertising itself as a luxury 5-star resort. We Could Only Use Half the Bedrooms The chalet was sold as a four-bedroom property. In reality, due to the mould, water damage and contaminated air-conditioning units, we only felt comfortable sleeping in two of the four bedrooms. We effectively paid for a 3/4-bedroom chalet but could only safely use half of it. Huge Kitchen – But Completely Useless The chalet featured a large kitchen, which initially seemed like a benefit for a family stay. However, the cupboards were almost completely empty. The entire kitchen contained: • Two tea cups • A few glasses That was essentially it. No plates. No bowls. No cutlery. No cooking utensils. No toaster. No basic kitchen equipment. We were informed that some items would incur additional charges. It was bizarre to have a large family kitchen that could not realistically be used. In comparison, the apartment hotel we stayed in the previous night provided: • A fully stocked kitchen • Toaster and appliances • Washing powder • Large drinking water dispenser • All necessary crockery and utensils Oakwood provided none of this. Washing Facilities Were Poor The chalet contained a washing machine which was covered in mould. There was also: • No drying rack • No clothes horse • No drying line • No washing powder supplied For a resort that promotes itself as suitable for families and longer stays, this was very disappointing. Air Conditioning Appeared Poorly Maintained Most of the air-conditioning units displayed cleaning notifications. Given the condition of the units we had already seen, we had little confidence they had been properly maintained. After two unpleasant interactions regarding the mould concerns, we simply stopped reporting further issues. Breakfast Was Well Below 5-Star Standard Breakfast