I came here with two other university friends for a post-graduation trip and stayed for two nights.
I couldn't recommend this hotel enough, they were so kind and sweet to us that I felt very touched by their excellent service.
We booked a trip to Halong bay for an overnight stay. This was booked on their recommendation and they managed to score us a $30 discount from the RRP. Our trip was unfortunately not satisfactory- when we told the management of the hotel, not only did the hotel staff repeatedly call to speak to the manager of the tour provider but they contributed towards the refund. They helped us voice our concerns to the tour provider, they called the tour guide over to the hotel to apologise in person and discuss our concerns. They helped us get a partial refund of the trip and were extremely sorry for what happened.
I actually felt bad for the trouble they went to to make us happy. The hotel manager, Tony is a joker and kept joking about marrying me (I am a 21 year old British female traveller) but it was all in good humour. They truly cared for our welfare and went to extraordinary means to make us happy and comfortable.
On the day we returned from Halong Bay, our room at Golden Time was occupied because of difficulties accommodating all the guests from the Typhoon going through SE Asia at the time.
Because we didn't have a room, the staff at Golden Time made sure we had a room at a sister hotel (the company looks after 10 other hotels in Hanoi) and transport there, which they paid for.
Anyway, because of heavy rains from the typhoon it took 1.5 hours to track down a taxi that would take us to the other hotel. We couldn't walk because we had massive rucksacks. Tony, the hotel manager, personally stood outside the entire time and would not leave until he flagged down a cab for us. I am truly touched by their dedication and their hard work.
Upon arriving at the sister hotel, we were taken aback by how nice it was and how well they treated us. We were not charged extra even though we were given a luxurious suite and breakfast included.
Please stay at Golden Time while you are in Hanoi. They will make you feel right at home. It was awesome :)