JW Marriott Hotel & Suites Saigon

The hotel is in the center of district 1 and not far to walk to the main attractions. The Lounge Bar is wonderful, great well priced cocktails and beer. Concierge very helpful with requests. Excellent experience, will stay again.

Beautiful location and convenience for access to anywhere

Excellent stay. Room cleaned twice daily. Staff all friendly and courteous

JW Marriott Saigon Suites is undoubtedly a good property with comfortable rooms and a very good breakfast spread, which initially left us happy and satisfied. The check-in experience was also pleasant. However, unfortunately, the overall experience was seriously marred by the attitude and behavior of certain staff members. The most disappointing incident occurred on 31st December at around 11:58 PM at the pool bar, involving Mr. Sang. He abruptly and rudely stopped us from entering the main lawn, from where my 7-year-old daughter could have witnessed the New Year fireworks. There was absolutely no empathy, no courtesy, and no willingness to understand that this once-a-year midnight moment can never be brought back—especially for a child. His behavior was shockingly rude. The way he physically blocked my wife and daughter from stepping onto the lawn, with cold and unpleasant facial expressions, is something I will never forget. It felt as if access to an open garden was being denied purely because we had not purchased tickets for the New Year celebration. This approach was insensitive, rigid, and completely against the hospitality standards one expects from a brand like JW Marriott. What makes this experience even more disappointing is that no one from the hotel management reached out to us afterward. In other reputed hotels across countries, when staff members make such mistakes or encounter serious guest dissatisfaction, they proactively report the incident to their General Manager, who personally reaches out to the guest to calm the situation and restore trust. Unfortunately, nothing of that sort happened here—no apology, no acknowledgment, and no attempt to understand or correct the damage caused. Additionally, during breakfast on other days, we noticed a few staff members displaying unhappy and frustrated expressions, which further affected the overall dining experience and guest comfort. Despite being a loyal member, such incidents force me to seriously reconsider my choices in the future. Next time I travel to another country, I would prefer exploring other brands or properties that value basic human courtesy, empathy, and guest emotions, rather than rigid rules and indifferent behavior. Well done, Mr. Sang, for turning what should have been a magical New Year moment for a child into a bitter and unforgettable disappointment.