A very disappointing four day stay. Not only is the place tired but it’s dirty. I happened to drop an almond on day one and it was still there on day four. In other words the room was never vacuumed during my entire stay. The housekeepers clean the rooms in bare feet. That’s a new one for me.
Now for the worst aspect of my stay, the bed bugs. At first I thought my skin was dry but eventually I started suspecting the worst. I combed the internet hoping not to confirm my fear, but I could not. Everything I read confirmed my suspicion.
As bad as the bed bugs were, the manager’s reaction, or should I say non-reaction to it was just as bad. First, the manager threw up a defense wall of low level employees, refusing to even speak with me. What I had to tell him I was pretty sure he didn’t want spread around and eventually he agreed to lower himself enough to meet with me.
Clearly he has never received customer satisfaction training. Everything that came out of his mouth only increased my anger. He made me show him the bites, some of which were in areas I was unwilling to reveal. Eventually he agreed to move me to another room and waive the last night, but only because I fought and threatened.
They should have been fawning all over me after that and informing the balance of the staff to ensure the balance of my stay was flawless, but no one cares at this establishment and they are probably not given any authority either.
Not a glass of wine, a fruit basket or even a tube of cortisone cream for the bites all over my back and chest. Bottom line, no one cares and they don’t appear to have the training to know how to satisfy a very distraught customer.
I was surprised by all this as the hotel had four stars on Trip Advisor. But then I noticed that a very large percentage of the hotels listed on the site have a full five stars. I trust the site but I will be suspicious of its accuracy in Vietnam at a minimum.
- Official Description (provided by the hotel):
- Situated on the banks of Hanoi's largest lake, the West Lake, The Hanoi Club Hotel & Lake Palais Residences offers a first-class accommodation with uninterrupted panoramic views. The luxurious property provides professional service in a relaxing atmosphere with a long list of facilities which include fitness center, Bonus Club Jackpot and Gaming Center, Panda Kid's Club and Arena Golf Driving Range, making it a perfect rendezvous spot for either business or casual get-together. Aside from the hotel facilities, in-room amenities are also arranged to ensure you a comfortable stay. For those looking for an upscale establishment with a wealth of activities and kid-friendly, The Hanoi Club Hotel & Lake Palais Residences makes a perfect solution. ... more less
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- Also Known As:
- The Hanoi Club Hotel Hanoi