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“They do not care about customer safety” 1 of 5 stars
Review of Novotel Ha Long Bay

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Novotel Ha Long Bay
4.0 of 5 Hotel   |   Ha Long Road | Bai Chay Ward, Halong Bay, Vietnam   |  
Hotel amenities
Ranked #2 of 52 hotels in Halong Bay
New York City, New York
Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
8 helpful votes 8 helpful votes
“They do not care about customer safety”
1 of 5 stars Reviewed December 4, 2013

My friends and I were scheduled to arrive Halong Bay 2 days after typhoon haiyan hit the philippines. Of course we have to cancel our trip to Halong Bay due to safety reasons. But Novotel was very unreasonable, and refused to refund, or give us credit for future stays at Novotel.

They put their profits ahead of customer safety. I'm sure is a beautiful hotel, but I will never stay at another Novotel.

Stayed November 2013, traveled with friends
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, December 6, 2013
Dear J W,

Thank you for sharing your reservation experience and we are sorry to know it was not as pleasant as it should be.

Please kindly provide us with your booking details including guest name, arrival- departure date by emailing us at info@novotelhalong.com.vn

We will investigate and come back to you shortly with the most reasonable answer.
We look forward to hearing from you.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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400 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (67)
Date | Rating
  • Chinese (Traditional) first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
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English first
cheshire
Top Contributor
78 reviews 78 reviews
45 hotel reviews
Reviews in 46 cities Reviews in 46 cities
49 helpful votes 49 helpful votes
4 of 5 stars Reviewed November 29, 2013

Booked into this hotel for my birthday, loved the view from the large windows, you can even lie in the large bath tub and open the window and see the bay!! The hotel made me a cake, which was a very nice touch. Thank you. The down side was not being able to use the pool, as the water was freezing! Breakfast was good, but we needed to ask for fresh tea/coffee as this was Luke warm.
On the whole a great place to stay.

  • Stayed November 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, December 3, 2013
Dear CheshireDenise

We were pleased to accommodate you during you special day as birthday.
I am glad to hear that you enjoyed the birthday cake we prepared for you to celebrate your special date and the breakfast selection from the restaurant. Also I will share you comment with the team to pay more attention to the drink.
Thank you for taking time to share your experience with us and hope we can accommodate you again.

Regards
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Bucharest, Romania
Top Contributor
54 reviews 54 reviews
18 hotel reviews
Reviews in 26 cities Reviews in 26 cities
25 helpful votes 25 helpful votes
4 of 5 stars Reviewed November 27, 2013

We stayed at the Novotel for one night due to the Haiyan typhoon which turned our two nights Halong Bay Cruise in one night Halong Bay cruise...
The hotel is OK - very modern, with nice views over the bay and a reasonably easy access to the beach (you need to cross the road and walk to the right approx. 300 meters). It has a good pool which we used in the morning before our cruise, still full or leaves from the earlier storm but the staff was doing its best to clean it
Nice breakfast with a lot of choice.

Room Tip: get a room with a balcony
See more room tips
  • Stayed November 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, November 30, 2013
Dear Vacanta_mare

Thank you for your feedback from your recent stay with us.
I am pleased to hear your comments on our swimming pool, staff and the breakfast selection. We strive to enhance our quality of services and products to satisfy all of our guests.
We are looking forward to welcoming you in near future.

Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed November 26, 2013

This was our first stop on our honeymoon through SE Asia and we definitely enjoyed our stay here. Most of our trip has been in budget accomodation, but we decided to splurge a bit on price on our first stop here in halong bay. I must say I am glad we did as there didn't seem to be much else in the area that looked as nice. The staff were very friendly and the rooms were beautiful and clean. The beds however very very hard which was a downside. The restaraunt was over priced compared to what you could find out on the street, but the included buffet breakfast was wonderful! The pool is another plus to this hotel, it was gorgeous! We would recommend this hotel to friends :)

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, November 30, 2013
Dear Danielle C

Thank you very much for spending your honeymoon with us!
Kindly rest assured that your compliments and comments on our staff, restaurant and buffet breakfast will be shared with each department which will serve as encouragement to them; will enhance and improve quality of service to all of our guests.
We hope to accommodate you again in near future.

Regards
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Taiwan
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed November 26, 2013

We were booked for Novotel Halong Bay for a night, unfortunately due to the typhoon, we had to cancel at the last minute and stay in Hanoi. Being an international chain hotel, Novotel was not flexible at all. We had to cancel not due to personal issues but due to natural causes. The government even evacuated the area and closed down the roads. Still, Novotel wouldn’t refund us with a penalty fee or at least give us credit to stay at another Novotel in another location. It wasn’t that we didn’t want to go but it was impossible to go due to the weather. Tyhpoon is not a small matter. Will they be responsible for our lives? One would think that such a well known chain hotel would provide better service. Very disappointed at Novotel in Halong Bay. Avoid making reservations at Novotel Halong Bay if you are NOT SURE that you’ll get great weather because you probably won’t get any refund unless the building is falling down on you.

Stayed November 2013, traveled with friends
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, December 3, 2013
Dear ywl

We are sorry to know that you had an unpleasant booking experience.
We would like to know the details of you booking for our investigation. Please do not hesitate to contact us by email at info@novotelhalong.com.vn and kindly provide us the booking details.
Please rest assured that we will contact you shortly after investigation is done.
Thank you very much.

Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Manchester England
Senior Contributor
25 reviews 25 reviews
20 hotel reviews
Reviews in 16 cities Reviews in 16 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed November 16, 2013

This hotel is a great base in Halong bay, close to the front and the markets too. If you get a sea front room higher up you get a great view of the bay. the bar staff were the friendliest but everyone we came across was very polite and professional.
The gym is really good and overlooks the bay as you run.
Really enjoyed our stay and would stay again if I ever returned.

Room Tip: get a sea view.
See more room tips
  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmnovotel, General Manager at Novotel Ha Long Bay, responded to this review, November 19, 2013
Dear olivespencer

Thank you for sharing your feedback from your recent stay with us.
I am glad to read you comment on our bar staff, the location of hotel and the view from your room. I will share your kind comment to our staff which will enhance their motivation and quality of services towards to all of our guests.
We are looking forward to welcoming you again in near future.

Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Novotel Ha Long Bay

Address: Ha Long Road | Bai Chay Ward, Halong Bay, Vietnam
Location: Vietnam > Quang Ninh Province > Halong Bay
Amenities:
Bar / Lounge Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Spa Hotel in Halong Bay
#2 Luxury Hotel in Halong Bay
#4 Best Value Hotel in Halong Bay
Price Range (Based on Average Rates): $
Hotel Class:4 star — Novotel Ha Long Bay 4*
Official Description (provided by the hotel):
Novotel Ha Long Bay is the first 4 star internationally recognised hotel in the popular region. Just three hours from Hanoi, the 214 room beachfront hotel is in close proximity to major attractions such as bay cruises and local markets. Novotel Ha Long Bay enjoys a stunning vista from all angles, and even the outdoor pool with swim up bar overlooks the idyllic bay. Great for business travel or family holidays, the hotel boasts modern interiors and great facilities including WiFi Internet. ... more   less 
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Also Known As:
Novotel Ha Long Bay Hotel Halong Bay
Novotel Halong Bay

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