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“Beautiful hotel. Worthy of its star rating” 5 of 5 stars
Review of Sheraton Hanoi Hotel

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Sheraton Hanoi Hotel
4.5 of 5 Hotel   |   K5 Nghi Tam, 11 Xuan Dieu Road | Tay Ho District, Hanoi 1000, Vietnam   |  
Hotel amenities
Ranked #112 of 513 Hotels in Hanoi
Certificate of Excellence 2014
Contributor
20 reviews 20 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
14 helpful votes 14 helpful votes
“Beautiful hotel. Worthy of its star rating”
5 of 5 stars Reviewed January 23, 2013

Well appointed, away from the bustle of Han oi but only a short taxi drive from the city itself.
Every thing you would expect from a quality hotel.
Rooms very clean and comfortable, staff helpful and polite.
Only downside was the outside pool, the weather was far too cold for us to make use of it.

Room Tip: All rooms well appointed
See more room tips
  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 31, 2013
Dear “Ann C”,

Thank you for taking the time to write a review on tripadvisor. It’s fantastic to read your review of the hotel. The hotel in slightly away from the city centre but as you have pointed out, it is only a short taxi ride away. The staff are the ones that make the difference and I am glad to read that they were helpful and polite. Housekeeping thanks you for your comments about the cleanliness of the room, they have been working hard to ensure that the rooms are always clean. As you have pointed out, the outside pool is a little cool this time of year. In Winter the temperature can drop down to below 10 degrees Celsius so it’s always good to rug up.

, thank you for your great review.

Warm Regards,

Paul Tsuji
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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772 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (145)
Date | Rating
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  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
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English first
Brisbane, Australia
Senior Reviewer
7 reviews 7 reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed January 19, 2013

Stayed in a Club room in January 2013. Food, service fantastic. Rooms are tired but clean and comfortable.

Out of Hanoi central - around $USD4 to Hang Gai Street and central shopping areas. Also nice walk from Hotel and great way to explore city. WIFI included and great. Excellent Fitness, spa and sauna facilities.
Close to local restaurants, laundry facility and lake.

Room Tip: Ask for rooms facing the big lake. Watch for smoking floors.
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  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 24, 2013
Dear “Karen W”,

Thank you for your generous review of the Sheraton Hanoi and for taking the time to post it on Trip Advisor. I am delighted to read that the hotel service and food was fantastic! The hotel is located right next to the picturesque West Lake, only a 10 – 15 minutes away from the old quarter and around U$5 by taxi. Good for you walking from the hotel to the city. Not many people do this, but it is a great way to see around the hotel and the real city. I’m delighted to read you had an opportunity to use the fitness centre, spa and sauna, it is a little cool this time of year, so getting your body temperature up can help fight off the cold.

I am delighted to know that you had enjoyed your stay at The Sheraton Hanoi. I look forward to welcoming you again soon.

Warmest regards,

Paul Tsuji
Hotel Manager
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Stow, Ohio
Senior Contributor
48 reviews 48 reviews
11 hotel reviews
Reviews in 20 cities Reviews in 20 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed January 17, 2013

This hotel is a bit antiquated, but very comfortable and has all the essentials of a nice stay. What sets this place apart is the service. For us, specifically, it was the bell man who met us from our taxi. We were exactly 1 US dollar short of our fare and he took over for us. He did all the communicating and made sure that we were attended to. When I thanked him, he said, "you don't have to thank me, it's my job". He did it all with a smile. It's stuff like this that makes me want to come back to a particular hotel to stay.

  • Stayed January 2013, traveled as a couple
    • 5 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
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 24, 2013
Dear “Shanghaisus”

Thanks for your kind words, it’s great to hear that we could set ourselves apart with the service. It’s great to hear that our bellman were able to assist you with the taxi issue!
We hope that we can look after you again on your next stay at the Sheraton Hanoi hotel.

Warmest regards,

Paul Tsuji
Hotel Manager
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Singapore, Singapore
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed January 17, 2013

As usual, the service of SPG never fails! The service of the staff and the quality and cleanliness of the room is impeccable. The only drawback is that there isn't any flexibility to select the Bundled breakfast accordingly to the day that was desired.

Aside from that , everything was ideal and we will certainly come back to this hotel again!

Room Tip: To have a facing thats towards the lake will be a bonus
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  • Stayed January 2013, traveled as a couple
    • 5 of 5 stars Value
    • 3 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 24, 2013
Dear “DesfinadoT”,

Thank you for your comments, Starwood Preferred Guest (SPG) is a great loyalty program. It’s fantastic to read that the service, quality and the cleanliness of the room exceeded your expectations. I am sorry to hear that we could not meet your expectations on the breakfast. We do have breakfast available at the Oven D’or restaurant or a continental breakfast at the Sheraton club lounge for our club guests. Good to hear that everything else was ideal with the rest of your stay.

We look forward to welcoming you back to the Sheraton Hanoi hotel.

Warm Regards,

Paul Tsuji
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Contributor
21 reviews 21 reviews
17 hotel reviews
Reviews in 18 cities Reviews in 18 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed January 16, 2013

We stayed for 3 nights in a basic deluxe room having a separate tub and shower which is better. It was an old hotel but well maintained. The good service also made up for that. The service and food breakfast time was better than the Saigon Sheraton. The hotel is a bit far out but taxis are always available.

  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 24, 2013
Dear “intuitive99”,

Thank you for taking the time to write and share this experience at The Sheraton Hanoi. I’m delighted to read that you enjoyed the breakfast and service in the hotel. I do agree the hotel is not located in the middle of the city, but is located next the West Lake and costs approx. U$5 to the old quarter.

I do hope that we may welcome you again to the Sheraton Hanoi. My team and I remain at your service.

Warm Regards,

Paul Tsuji
Hotel Manager
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Stamford, Connecticut, United States
Contributor
13 reviews 13 reviews
10 hotel reviews
Reviews in 9 cities Reviews in 9 cities
36 helpful votes 36 helpful votes
4 of 5 stars Reviewed January 12, 2013

It's a pretty standard Sheraton.
We stayed in deluxe king room, which I believe the most  basic room there. The room was very spacious and clean, with a king bed and sitting area. There was a partial lake view. The bathroom had a separate tub and shower. There were slippers and bath robes. There were also several complimentary water bottles.
The hotel is located a little outside of the old town - about 5 minute taxi ride. As we didn't appreciate Hanoi's hassle and noise we actually were happy with the location. The taxi to the center cost few dollars. The hotel also has a shuttle that comes few times a day and drops you off in the center,though we didn't have a chance to use it.
The food at the restaurant was just ok and pretty pricey for Hanoi. There are several restaurants right outside the hotel.
The staff was very friendly. There was usually one person at the reception who spoke very good English, everyone else tried :)

  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 24, 2013
Dear “ma_vas”,

Thank you for taking the time to post this review on tripadvisor. I am happy to read that you enjoyed the location of the hotel. It is not in the centre of the city and is located about 10 – 15 minutes away from the old quarter. The hotel also has a free shuttle service into the old quarter that departs 3 times a day. I am sorry to hear that you thought the food was pricey. We do have a buffet restaurant with Fois Gras and a large range of seafood. Hemisphere’s Steak and Seafood restaurant is great value for money compared to other places in Hanoi, we will look into this. As you have pointed out, there are some good restaurants around the hotel.

The hotel staff here are friendly and strive to make the guests stay as comfortable as possible. I hope we have the opportunity to welcome you back to the Sheraton Hanoi on your future visits.

Warm Regards,

Paul Tsuji
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pleasanton, California
Contributor
17 reviews 17 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
44 helpful votes 44 helpful votes
3 of 5 stars Reviewed January 11, 2013

Sheraton Hanoi was our first stop in Vietnam, we stayed there for 3 nights and enjoyed our stay. However, the 3-star ratings was due to the fact that they are a reputable chain hotel and has failed on some basic details of services during our stay.

Location: We like the location as it is a bit further out from busy downtown - next to the lake with serene view; yet it only takes 10-15 min cab ride if you ever want to go anywhere. So it is good

Room: Clean, decent size, pretty much up to standard

Service:
- Front office staff are very nice, friendly, and knowledgeable. They also offered us an upgrade package of $50 for free breakfast for 2 + Wi-Fi and use of Executive Floor. It is definitely worth the money - because if we had to spent ourselves it will be way more. We appreciated that they informed us about this option! Great value!
- BUT, the Executive Floor Service and Staff - NEEDS improvement. Although they are nice and friendly, their professionalism and ability to provide guests information needs to be improved. We asked the staff @ the executive floor desk (instead of going to concierge because we can use executive floor service) - for recommendation of places to go and restaurants. We wanted to go to a famous French Restaurant La Badine and would like to make a reservation. They suggested us to go to the Monument/Museum and to dinner afterwards which they will call and make a reservation for us. At that time, no one at the restaurant answered the call, but the staff claimed that they are on break. Trusting their suggestion, we went to the Hanoi Monument ( i didn't recall full name) - but it was closed and can't get in!!! - then we wandered around - wait to go for dinner -- went to the restaurant - it was CLOSED! again as they don't open 7 days a week!! To us, this
is unacceptable - given that their primary role is to provide advice to guests on places to eat or visit - you should at least have basic information about when/which day they are closed or open - not just saying it and have we found out that it was closed. Not impressed for the 1st day.

Secondly, they told us to try spa outside the hotel as it is good and cheaper - which we did -- but it was a nightmare. That spa was horrible, dirty and super expensive! We used hotel spa the next day - and it was much better @ cheaper price. So i think the management should seriously make sure that their staff are knowledgeable and able to give informed/good information. Especially this is on exec floor - which you are going to expect it is going to be better than the lobby. We love the front staff @ the Lobby btw, - so we never go back to exec floor again

Amenities/Others:
- Breakfast is good - lots of variety and options to choose from - Love it
- Spa - OK ; but the facilities was in the gym - and you have to walk through the gym bathroom to the spa room - kinda weird and doesn't look that good. It is not like a typical 4-5 star spa.
- Exec floor - Great value - good view and they provide free drinks / snack for happy hour :) :) Yumm!
- Room service - I Like!

Overall, i think it is a good value for money hotel, nice location, friendly staff, but they should pay more attention to their service and training their staff to give accurate and good suggestions to guests. Wrong information or suggest to go to dinner to restaurant that is closed on that day is only worsen your guest experience.

  • Stayed July 2012, traveled as a couple
    • 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
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
tsujip, Hotel Manager at Sheraton Hanoi Hotel, responded to this review, January 13, 2013
Dear ““NorCal1929”,

Thank you for taking the time to post this review on Trip Advisor. All comments are much valued and appreciated. The hotel is located on the picturesque West Lake and is one of the closer hotels to the airport. Thank you for your comments about the location of the hotel next to the lake with serene views and the room cleanliness.

It’s good to read that you enjoyed the Sheraton Club lounge and the benefits of the lounge and the great view looking over the lake, however sorry about the staff and the poor information provided to you during your stay. This is not the standards that we want to maintain at the hotel.

The hotel does have 3 spa rooms located outside that were completed in the middle of 2012. These rooms are nice so I can only assume that these rooms were occupied and therefore the old spa rooms were used. I apologize if this was not up to your expectations.

Our culinary team were happy that you enjoyed the breakfast, as it is the most important meal of the day. Room service can be a challenge to make sure that we can deliver the food hot and tasty, so I am glad to hear that we met your expectations on this. We also changed the Room Service menu late last year and increased the variety of dishes.

Thank you again for taking the time to share these comments. I hope that we may welcome you again to the Sheraton Hanoi.

Warm Regards,

Paul Tsuji
Hotel Manager
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 Sheraton Hanoi Hotel

Address: K5 Nghi Tam, 11 Xuan Dieu Road | Tay Ho District, Hanoi 1000, Vietnam
Location: Vietnam > Hanoi
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #112 of 513 Hotels in Hanoi
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Sheraton Hanoi Hotel 4.5*
Number of rooms: 299
Official Description (provided by the hotel):
Truly a “resort within the city,” Sheraton Hanoi Hotel provides the perfect balance between tranquility and convenience. Take in panoramic views of Hanoi’s largest lake and enjoy great comforts in the 299 spacious guest rooms and suites, specially designed to help you relax. Gather in the Link at Sheraton, a communal, interactive space that keeps you connected to what matters most. Experience stunning Sheraton Club Rooms, all with Sheraton Sweet Sleeper Beds, while enjoying the added benefits of Sheraton Club Lounge. ... more   less 
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