We had been staying in a hotel in the old quarter but decided to move after some issues. We had been to the Christmas Brunch here on Christmas day and decided to treat ourselves for the last 3 nights of our holiday after the stress we had with the other hotel and booked into a deluxe club room.
On check it took a little bit to find our booking but we had only booked it less than an hour earlier. We were told we were being upgraded (yay) to a room on the lake. We went into the little buggy to the room only to find a manager showing another couple into our room. He said just wait a minute and opened a room up across the hallway and said they would get our new cards to us. The room had not been stayed in for some time and was very dusty and quite a lot of flies around.
After the drama of the day (with the 4 hours minibus trip from Halong Bay included in this) we decided to go to the cocktail hour and leave it. We previously have stayed at the Intercontinental in a club room in Saigon and were utterly stunned at the difference, there was no one serving, when you helped yourself to a drink and a member of staff did happen to show up they acted like you were stealing the stuff. We had dinner reservations that night somewhere else so left after 30 mins. The next morning for breakfast it was even worst, the table had not been made up from people that had already eaten, we tried for 15 minutes to get someones attention to take our breakfast order, it was a case of who shouts the loudest next is served next. There were no fruit juice or water out to help yourselves so another battle to order again and when the breakfast arrived 20 minutes later it was stone cold. At this is point we had no energy left to complain and the next day went to Jackson Steakhouse for an amazing breakfast brunch.
We had a early flight so booked the Mercedes airport transfer and when we checked out they asked why we had brought our own suitcases to reception but no one at any point had said to let them know and they would pick them up.
There is no hotel information in the room regarding check in/check out time or the restaurants opening hours etc, we were never given a city map/guide and never saw any leaflets around the hotel I would expect more from a B&B in the UK. We found our room very noisy on the lake, boats starting up early hours, dog barking for most of the night, not that we would come here again but we wish we would have stayed in the main building.
I think that a lot of lessons need to be learnt from their sister hotel in Saigon who truly know what 5 star service is all about.
- Official Description (provided by the hotel):
- The new InterContinental Westlake Hanoi overlooks the 800-year-old Golden Lotus Pagoda on Hanoi's largest lake. It is the only hotel in Vietnam to be featured on CondÃ© Nast Traveler s 2008 Hot List, garnering the honour for a sublime waterfront locale. The historic city centre is within a 10-minute ride, as is a wide range of shopping and cultural venues. The hotel is just 40 minutes by taxi from Noi Bai International Airport. ... more less
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- Also Known As:
- Intercontinental Hanoi Westlake Hotel Hanoi