The staff were polite, but the response felt more like damage control than real hospitality. Before the problem, I had asked about late checkout and was told 6pm would cost a half-day rate. After the night I'd had, they offered 2pm, even though they knew my flight was at 10pm. They later extended it to 3pm. A fair resolution would have taken my flight into account from the start. They also offered a $10 airport transfer. I didn't want it, but they insisted, so I accepted. It didn't come close to making up for a lost night of sleep. At a 5-star hotel, I expect the team to offer a fair resolution proactively, not make me negotiate for it. No one introduced themselves or explained their role. Staff just asked whether I was the guest with the room problem, so I never knew whether I was dealing with a manager, and no one took clear ownership of the issue. The reluctance made an already disappointing stay feel worse.
I took a chance on this hotel because it had just opened and had very few reviews. Unfortunately, I wish I had stayed at one of my usual boutique hotels instead, like Grand Hotel du Lac or La Siesta Premium Saigon, which are the same price and reliable. For a new 5-star property, I expected every room to be tested and a team empowered to fix problems properly. I wouldn't choose this one over them.