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Sebastian O
Stuttgart, Germany

Worst service ever and horrible rooms

1.0 of 5 bubblesReviewed 14 Aug 2017via mobile
We booked one night in a two bed room with windows in the Green Capital Hotel via booking.com. We choosed the hotel because of the pictures of modern and clean rooms they showed on the page.

We came with a night bus from Ha Giang not knowing when we would arrive in Ha Long. So we just booked a room for the next night. When we arrived at 4am, we went directly into the modern looking hotel and tried to ask for a room in the hotel for this night. The first thing was, that the staff didn't speak english at all. After the check in, they signed us with their hands to follow them. They didn't went into the hotel but went over the street in an other, older looking hotel called Thu Do Xanh (what means The Green Capital in vietnamese). We tried to tell them that we booked for the other one, but they forced us to stay in the old one or pay more than 20 $ for the other one. We decided to stay because it was in the night and we thought to get the room in the newer looking hotel at the next night. But we were wrong.

The room they gave us was a small single bed room. The room smelled very moist and we could see mold stains on the wallpaper. Also there was a yellow used cotton swab on the ground. We tried to complain but they didn't tried to unterstand us. So we went back, because we were to tired and also thought that we would get the better room in the other hotel complex in a few hours.

The next day we went to the counter and told that we want to check out at Thu Do Xanh and want to check in our two bed room at Green Capital. The new staff didn't speak english as well. They even didn't tried to understand us by using a translation software or google translator. Also the managing director who arrived didn't speak english, so it was us, who decided to use google translator for the communication. It's a shame for such a big hotel complex.

They wanted to give us the same single room like the night before and not one in the newer hotel. We told them, that we booked a two bed room with window. And they tried to give us a room in the third floor. This room was even worst. There were mold in the bathroom everywhere and yellow stains on the carpet. Also three cockroaches run through the room. So we ask for an other room. Only when we fought for an other room we got it. Also dirty and mold but less then the other one.

We also tried to get a bus via the hotel from Ha Long to Ninh Binh, a service that is normaly very easy for a hotel. But they were not able to make the call. Also they couldn't organise us a taxi with an english speaking driver and were very rude when we ask for it. We were totally helpless and totally delivered to their non existing service. When we were sitting in the lobby to organise everything by our own, we saw them talking about us.

So shortversion:
-The hotel is cheating with pictures of it's new builing online to get customers.
-The staff doesn't speak english, is unwilling to help, unfriendly and unable.
-The rooms are dirty, moldy and hazardous to health.

Don't choose this place.

Date of stay: August 2017
Trip type: Travelled as a couple
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Reviewed 14 August 2017 via mobile

The horrible experience started with the try to get to the Hotel. The adress wasn't known to the taxi drivers of Ha Long City. After a trip through the half of the city the driver was able to find the hotel. So we went to the reception and met a non speaking English staff. They brouhgt us in our room which wasnt in the modern "Green Capitol hotel". The room was in the hotel which lays on the opposite side. It is called Thu Do Xanh Hotel which means "Green Capitol Hotel" on vietnamese. On the pictures of Trip Advisor or Booking.com you only see the modernized Roms of the opposite one. These would cost 40 to 70 Dollar - as they told us after having confrontated them with the pictures on the website and the real room we got. The whole hotel smelled like mold. Our room was undescribable disgusting. Mold everywhere on the walls, no window, dirty, cleaning sticks for the ears of former guests laying on the floor. I saw three cockroaches in the hotel: two in the hall and one in our room. We asked for another room, a room with a window. They showed us an alternative one but that was more awful than the one we had: Mold everywhere and a smell which was that terrible that we decided to stay at our room. Additionally the staff was very unfriendly. Once we asked them calling us a taxi driver for the who understands English (so that we could leave this horrible place as soon as possible).They just said they are not able to do that or they pretented to don't understand us.
All in all I would never visit this place again and want to warn other people not to go there. It is unhealthy to stay at this place!

Date of stay: August 2017
1  Thank kleinetanzfee
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.