We encountered a bad experience in the first night, but then they set it right.
We were a group of 4 people who checked in at different times for 2 rooms. . We were tired after a long flight, we checked in at 11:30 pm, and had fallen asleep by 11:40. For the next one hour we encountered a really terrible experience: of repeated phone calls trying to sort out the confusion in the front desk which was made worse by a communication barrier. They woke up us up past midnight, made us move around, and worst of all, the bell boy just walked into our room at 1am, turned on the lights, and opened the refrigerator door unmindful of us sleeping! He just stood there with a blank expression despite us asking him to move out. After that he went to the other room, told them one of us is moving there, and has actually made my friend open the door, and he has sat inside the room for 10 whole minutes (past midnight) while she stood outside wondering what is happening. We were sleep deprived and shocked by the total lack of empathy and disregard for privacy. I was furious the next day, and had informed Agoda that I want my second night to be cancelled.
When I came there that evening, the actual manager was waiting for me, claimed he heard everything from Agoda, profusely apologised for what had happened. Apparently the staff that night were new and still undergoing training. They agreed to waive our room charges for both the nights, and also gave us a free ride to the airport.
They went beyond their means to apologise and compensate for what happened that night. The two nights felt like two different hotels. I gave a 4 start because of the way they managed everything and set it right the next day. They need not have gone all the way to do this, they could have just let me cancel my room . But they took a lot of care to ensure they make up for the terrible experience of the first night. I would surely go back here again, dismissing the first night's incident as a one off event.
- Official Description (provided by the hotel):
- Located in 19 Nguyen Van To – District Hoan Kiem - Hanoi .The Landmark Hanoi hotel - Hotel 3*** stars with high levels of 30 rooms with elevator has been put into operation Oct 05, 2011, is one beautiful hotel and The most luxurious in the center town Ha Noi, Hotel Landmark Ha Noi will bring you to the Vietnamese cultural heritage. As an architectural romance filled with natural light modern furniture interspersed with fully equipped facilities. We will certainly bring satisfaction to you.Also with 8-minute walk out to your guests will Hoan Kiem - resort's famous psychic people of Vietnam. Has been associated with mental as well as the Vietnamese people's lives through thousands of years of civilization. From here just a few minutes, you can visit the ruins : One Pillar Pagoda, Temple of Literature Giams museum, the Cathedral, President Ho Chi Minh Mausoleum, Ba Dinh Square, the museums to the city center and crafts, enjoy special Vietnamese dishes by hand the girl with charming ao dai serving you in the culinary culture Cam Chi - Tong Duy Tan. ... more less
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