I recently stayed at The Empyrean, a supposedly 5-star hotel in Nha Trang, Vietnam, and let me tell you, it was a complete disaster from start to finish. Firstly, upon returning to our room after housekeeping had been in, we were shocked to find our hotel room door was open and unlocked. Anyone could have walked in and taken our belongings. To make matters worse, we discovered that the safety box in our room was unlocked and left open after room service had supposedly tidied up. Nothing appeared to be missing, but our things was definitely messed around. We felt violated and insecure during the rest of our stay. Besides that, the website failed to mention the nightly club music that blared from the top floor from 8:00 PM to 1:00 AM. Despite countless complaints to the reception, nothing was done to address the problem. The staff in general were beyond terrible. Slow, unhelpful, and perpetually glum - it was as if they didn't want to be there at all. When we reported the door and safety box incidents, we wasted nearly four hours dealing with unresponsive staff who seemed uninterested in our concerns. Another annoyance is the elevator system. To reach the top-floor pool (which you can only do once a day), you have to descend to the first floor, go to the reception and then ascend all the way to the 40th floor. And when you want to return to your room, the absurdity continues. Also the elevator stops at almost every floor, to pick up more people, so it takes forever.

Everything was great, the location, service, and amenities. However, the sewer order bothered me a bit.

Great place next to everything

Our room was locked on level 37A. It was a strong smell in the room that we couldn’t figure out what it is. We tried to open the window to get some fresh air, but it didn’t help. After 2 days of suffering, we did inform one of the receptionist staff members, his name is Dang, it was a wasted if my time. He promised to provide us some air freshener or move us to another room, and yes, the air freshener never arrived nor we heard or see him again. The worst experience ever. The system of two hotels- Panorama and The Empyrean Nha Trang are very confusing and chaotic. It was not a pleasure stay at all.

Misleading information in the room description. It tells the rooms are suitable for 4 people, but it only has beds for 2. They could offer us one extra bed (still only bed for 3) but would charge us almost 50% of the room price for one bed even we had already been charged for extra guests. Really disappointed at hotels.com which couldn't solve the problem for us. 1000 rooms and 6 elevators and some out of service. A lot of waiting and stuffed elevators. 2 elevators are reserved for the top floor pool/bar area. The pool area on the top is free for hotel guests, but only until 16:00. Then the pool closes and you have to pay to get up. Never experienced anything like it on any other hotels I've stayed. They have good breakfast and friendly staff, but it's not good enough to make us go back again. Will not recommend more than 2 people in one room, if more find another place

Likes: ocean view from some rooms, 2-3 mins walk to the beach, walking distance to restaurants

Safety, convenient location.

Very well priced with all amenities Breakfast was fantastic catering for all tastes. Across the road from the beach. Definately come back

Amazing views from room. Exceptional service and food. Made to feel really special. Perfect stay for business and pleasure.

Great new location with good service

Great location Nha Trang. Very good service despite low occupancy due to the pandemic. I enjoyed my stay.

staff is very nice, but muss be more trained.Hotel is new

staff is very nice, but muss be more trained. Hotel is new