Service standards
How Sol works
Every room at Sol is cleaned following one procedure and checked by a second person before it is given to a guest. Below is what housekeeping and the front desk do for you, written exactly as in Sol's internal guidelines.
What a clean room means at Sol
A clean room must pass all four: what you see, what you touch, what you smell, and frequently touched spots sanitized. If the inspector finds 3 or more faults, the room must be cleaned again.
| Item | Passed | Not passed, must be redone |
|---|---|---|
| Bed, sheets, towels | Sheets pulled flat, pillows neatly placed. Sheets, pillowcases and towels replaced after every guest, including hourly guests. Linens washed at 40 to 60 degrees and fully dried. | Wrinkled sheets, discolored towels, hair left on the bed or sofa corner. |
| Bathroom | Floor completely dry. Mirror, glass panels and steel taps shiny, with no smudges. Drains flowing freely. | Hair in the sink or drain cover, dried water marks on taps, fingerprints on glass. |
| Dust and surfaces | No dust when you run a hand over the desk or kitchen shelf. No cobwebs in corners or on ceilings. | Dust on top of wardrobes, in curtain folds, in air conditioner gaps. |
| Room smell | A fresh smell or light essential oil. If there is an odor, we fix it at the source, not cover it with air freshener. | Odd smells from the fridge, microwave, drains or cigarettes; masking one smell with another. |
| Frequently touched spots | Remotes, door handles and switches are wiped with antiseptic alcohol. | Smudges on switches, fridge handle, microwave. |
| Fridge, kettle, dishes | The fridge is opened and checked at every cleaning, then wiped dry. The kettle is rinsed clean with no limescale. A full set of bowls and chopsticks. | The previous guest's items still in the wardrobe, old water in the kettle. |
| Lights, air conditioning, TV, hot water | Everything is tested before handover: lights, remotes, air conditioning, hot water, WiFi connection. | Broken equipment not yet repaired: the room is locked and not given to guests. |
| In-room supplies | Full set: toothbrush, toothpaste, shampoo, shower gel, tea, coffee, bottled water, clean glasses. | Missing items, things placed out of order. |
How a room is cleaned
One round from the door inward, top to bottom, clean to dirty, ending at the door.
- 1Opening the room
Turn on the lights and open the curtains to air the room. Quick check for items left behind and broken equipment.
- 2Collect and replace
Collect trash, strip all used linens, and give the bathroom a first rinse.
- 3Bedroom
Wipe the headboard first, then lay fresh sheets and pillowcases. Dust from top to bottom.
- 4Bathroom
Mirror, toilet, shower, sink. Test the drain and dry the floor.
- 5Floor
Mop from the far corner back toward the door, so the floor dries quickly and is not sticky.
- 6Seen through a guest's eyes
Stand at the door and look back: bed, smell, bathroom, lights, air conditioning, remotes.
- 7A second person inspects
The cleaner does not inspect their own work. The inspector checks 5 points, and the room is handed over only when all pass.
5 inspection points
- Smell right at the door
- Bed made flat to standard
- Bathroom dry, clean, no hair
- Test lights, air conditioning, hot water
- Full set of supplies
Regular room care
- WeeklyOzone deodorizing when the room is empty
- MonthlyDeep cleaning of the fridge and microwave
- 2 monthsDescaling shower heads, washing sofas, cleaning fans
- 2 to 3 monthsRotating mattresses so they do not sag
- 6 monthsCleaning air conditioner filters and coils
While you are staying
Cleaning schedule
- Nightly guests
- Cleaning between 10h and 14h, at a time that suits you
- Monthly guests
- Room cleaning 2 times a week, sheets and pillowcases changed weekly, scheduled through the front desk
- Towels left on the floor
- Mean you want them changed, and housekeeping replaces them right away
- Do-not-disturb sign
- No one knocks; after 14h the front desk messages to check with you
Your privacy
- We do not touch your belongings
- We do not collect, fold, open wardrobes or touch suitcases.
- Knock and announce first
- Knock, say "Housekeeping", and only enter if no one answers.
- Food and cooking items
- Left as they are; we only wipe surfaces and wash items you have put in the sink.
- Papers on the desk
- Nothing is thrown away, not even papers that look like trash.
What the front desk does for you
Check-in in a few simple steps:
- 1We ask your name, no need to look for a code
The front desk finds your booking by your name.
- 2We check your original documents and hand them right back
Vietnamese ID card, VNeID level 2, or passport with visa. Sol does not keep your documents.
- 3Immediate residence registration
Even at midnight. Foreign guests are always registered.
- 4Hand over the key card and show the way to the room
We remind you of the check-out time and how to reach the front desk when needed.
- Hotline 24/70944 312 363, on Zalo
- Room confirmed in 15 minutesEven late at night and on weekends
- Arriving after 23hThe door is locked; call the hotline and someone will open it
- VAT invoiceIssued in Vietnamese; message the front desk before transferring
- Luggage storageArriving early or already checked out, leave it at the desk
- Receiving food deliveriesThe courier comes to the lobby and the front desk brings it up to your room
- Laundry50.000đ per wash and dry, items counted with you
- Taxis, motorbike rentalWe call a ride when needed; motorbikes for rent at the hotel
Check-out: tell the front desk, housekeeping checks the room against the inventory list, and the front desk clearly reads out the total charges, the deposit paid and the balance.
When something goes wrong
- Electricity, water, air conditioningTell the front desk. Problems in occupied rooms are fixed right away; monthly guests always get priority.
- Broken room not yet repairedThe room is locked and not given to guests. After repair it is checked again before reopening.
- Room has an odorWe find and fix the source (drain, curtains, fridge), then air the room. No air freshener to cover it up.
- Lost key cardTell the front desk to open the door and get a new card. A lost card costs 200.000đ.
- Noisy neighborsHouse rules require quiet after 22:00. The front desk gives reminders; if the noise continues after two reminders, service is refused to the noisy guest.
- Reporting lost itemsThe front desk makes a written record, checks hidden corners with you, reviews hallway cameras, and helps you report to the police for valuable property.
Safety and privacy
- Key card lockOne card per room, given at check-in.
- Main door locked from 23hThe front desk is still on duty all night.
- Cameras only in shared areasLobby, entrance, hallways, parking. None in rooms or bathrooms.
- No strangers allowed up to your roomUnless you have confirmed. Room numbers are never given to outsiders.
- ValuablesLeave them at the front desk; Sol is responsible for property deposited there.
- Fire safetyEmergency exits kept clear; fire extinguishers and exit lights checked every shift.
- Information privacyDocuments are used only for residence registration. See the privacy policy.
- No smoking in roomsOr anywhere in the hotel, including e-cigarettes; you can smoke outside the lobby.
What guests often ask about how Sol works
What is checked in the room before I check in?
The person who cleans and the person who inspects are two different people. The inspector checks 5 points: smell at the door, bed, clean and dry bathroom, test of lights, air conditioning and hot water, and full set of supplies. Only when all 5 points pass does the front desk hand over the room.
How often are sheets and pillowcases changed?
Sheets, pillowcases and towels are replaced after every guest, including hourly guests. For multi-night guests, towels left on the floor mean you want them changed, and housekeeping replaces them right away. Monthly guests: room cleaning 2 times a week, sheets and pillowcases changed weekly at a time arranged with the front desk.
Do staff enter my room when I am out?
Only to clean, between 10h and 14h. Housekeeping knocks and says "Housekeeping" before entering. If you hang the do-not-disturb sign, no one knocks. We do not open wardrobes, touch suitcases, or collect or fold your belongings.
What if I leave something behind?
Items left behind are photographed, sealed, logged and stored in a locked cabinet. Sol keeps them for 30 days, high-value items for 90 days. To collect them, describe the item correctly and show your ID or booking code. If you are far away, Sol can send it by courier, with shipping paid by you.
Who do I call if the air conditioning breaks at midnight?
Call or message the hotel hotline; the front desk is on duty 24/7. Problems affecting the room you are staying in are fixed right away. If a broken room is not yet repaired, Sol locks it and does not give it to guests.
Do foreign guests have to register their temporary residence themselves?
No. Residence registration is the hotel's job. The front desk registers you right after check-in, even at midnight, and always registers foreign guests, even for a single night. You only need to provide your original passport with visa or temporary residence card.
Does Sol have cameras? Are there any in the rooms?
Cameras are only in the lobby, entrance, hallways and parking area. There are no cameras in bedrooms or bathrooms. Camera footage is not shown to outsiders.
How long does laundry take?
Washing and drying 50.000đ per load. Drop off before 15h and get it back the same day, before 19h; drop off after 15h and get it back before 10h the next morning. The front desk counts the items with you when you hand them in.
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