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“Hotel is nice...but far away” 4 of 5 bubbles
Review of InterContinental Hanoi Westlake

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InterContinental Hanoi Westlake
Ranked #64 of 578 Hotels in Hanoi
Certificate of Excellence
Zug, Switzerland
Level Contributor
74 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
“Hotel is nice...but far away”
4 of 5 bubbles Reviewed January 29, 2013

Unfortunately my booking page showed me the wrong location of the hotel. If you use the wrong taxi you will have the pleasure of a rip-off. But the hotel will give you a list of taxicompanies which you can trust.
Luckily we had a room at the lake. Wonderful view, also from the bar at the lake. Really awesome. Room was very good. Breakfast was not that special as expected. For sure it is a good hotel, but the location is only proper for a long stay or a business trip.Only one time I was really angry and shocked about the rude and respectless behavior of the stuff to us. This was an absolutely no go in hotel the IHG-Group, but it does not matter how many stars a hotel has, the stuff should behave on a proper way.

For sure Intercontinental is always on a good standard, but the location is not perfect for tourists.

  • Stayed December 2012, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank wiebri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 16, 2013
Dear wiebri,

We value all feedbacks from our guests since they allow us to continuously improve our service. I totally agree with you that in such top-quality hotels as InterContinental Hanoi Westlake, the standard of staffs is expected to be consistent. I am sorry that one member of our genuine, caring team let you down during your stay – there is no excuse for this disappointment.

I hope you will give us another chance to be the destination for your next trip in Hanoi.

Adam McDonald
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,167 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (509)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Vietnamese first
  • Any
English first
Hanoi, Vietnam
Level Contributor
73 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
4 of 5 bubbles Reviewed January 27, 2013

The hotel has some room located directly over the lake. When you open the balcony door you can touch the water. It has been a great romantic experience when I was staying there with my wife. The Sunset bar in the middle of the hotel is another highlight. I have been there a couple times and I will definitely return.

  • Stayed June 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Sven M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 16, 2013
Dear Sven M,

It is great to hear that you had a wonderful experience with us. Thank you for the high recommendation. I am very much looking forward to welcoming you back soon.

Adam McDonald
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Level Contributor
165 reviews
54 hotel reviews
common_n_hotel_reviews_1bd8 120 helpful votes
4 of 5 bubbles Reviewed January 26, 2013 via mobile

I went there with a group of 90 people, as the organizer.
The hotel managed everything with great efficiency: baggage, rooms, group breakfasts, ballroom event, meetings etc.
Most staff are well trained and helpful.
Lake view rooms are the best.
Rooms on the lake are even nicer but a walk from the lobby and main building - not ideal in cold or rainy weather. Only two golf carts for going back and forth.
Restaurants are very nice but a bit overpriced.
Internet connection in the room is not straight forward, asking you to set up an account, instead of one click. But once set up its stable.
I'd be happy to go back.

  • Stayed January 2013
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank MushPanjwani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 16, 2013
Dear Mush Panjwani,

Thank you very much for the feedback. I am glad that our team has efficiently assisted you and your group with any requests during your stay. We understand our guests have high expectation and thus we set high standards of service for ourselves.

Thank you for choosing us as your destination and I am looking forward to welcoming you back soon.

Adam McDonald
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Perth, Australia
Level Contributor
191 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 127 helpful votes
4 of 5 bubbles Reviewed January 26, 2013

We were very disappointed on check in to find that our room with Club Lounge access (also a priority club member) had a view over a car park looking directly into some large air-conditioning units or something similar, we could have stayed more centrally for that kind of view, it was the lake that attracted us to this property. We moved rooms to a room over the lake, what a difference this made to our stay, we ended up thoroughly enjoying the location and being away from the hustle and bustle.

We had internet included in the room, however its not WIFI which wasn’t much help with my tablet PC. The lady that checked us in said she could get IT to install a router in the room to enable WIFI, needless to say she didn’t organize this we had to follow up. Every 24hrs your internet connection needs refreshing so you have to log in again. There are several different named access points across the resort so depending on where you are, you may need to reconnect. Access was fine once you did connect.

The concierge staff were mostly great and very happy to assist you in getting to your chosen destination. Taxis are easy enough to catch everywhere you go, although be careful they drop you where its easier for them. Concierge can give you a little card to show the taxi drivers to bring you back to intercont hotel or use card to attend other tourist attractions.

Exotissimo Travel Vietnam - is the hotels tour desk, they organized our trip to Halong Bay. You are taken in a private car, there were 2 of us in a Toyota sedan it is a very very long drive in a car (4 hours) we could not believe how they drive in Vietnam we were kept awake as we watched trucks and buses coming towards us!!!! They stop once at a tourist stop for toilet and food break each way. The only issue we encountered was the food on the boat, there was plenty of it but it wasn’t very nice and we don’t eat seafood, so they replaced a lot of the dishes that were supposed to be seafood with all deep fried food, that was not palatable and was very greasy. We enjoyed the day.

Saigon restaurant:
We dined at Saigon restaurant the food was good however we are not raving about it. We tasted Pho for the first time and enjoyed it. Not a place to go for cocktails, tasteless!

Milan Italian restaurant:
We enjoyed the food at Milan it had a good selection of food and wine by the glass. The meals were not huge however we found them big enough for what we had already eaten

Club Lounge:
The selection of food was good - lovely cheese, crackers, Vietnamese spring rolls. They serve beer, wine and your basic spirits. The club lounge is big and divided into sections/rooms, has a boardroom and an area with computers.
All the club rooms are on the 4th floor (of 5) in the main building where reception is. There are different levels of club rooms with deluxe being the lowest level. Alcohol hours are from 530 to 730pm the actual club is open 630am to 10pm each day.

We ate breakfast in the club lounge, the last couple of days we were there we believe we may have witnessed a change in chefs as the quality of the food in the club lounge declined. (18&19 Dec) I could not eat my leathery omelet one day and the other omelet was as runny as ever and undercooked. The eggs Benedict were so dry, muffins like cardboard and were cold, the sausages were overcooked and chewy (I sent them back), the pancakes were crunchy as they had egg shell in them . We did not experience this with the food on the first few days of our stay, in fact I complimented the chef on her omelets.

The staff were friendly however not attentive, they offer you the first drink albeit coffee or evening drink and we were never asked again if we'd like another drink, you always had to approach them. We were often served coffee in cups that had coffee stains down the side of the cup, poor for a hotel of this quality.

The only other thing to be aware of is that they charge your credit card almost immediately you book over the internet, we stayed 5 nights and they took 3 nights accommodation straight away. Watch out for the Mozzie’s!

Room Tip: If you are going to this property because you are attracted to the pictures of the lake, ensure your...
See more room tips
  • Stayed December 2012, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank MojiNegro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 16, 2013
Dear Brenlees,

Thank you so much for taking time to give us a very detailed feedback. We truly appreciate this. Please rest assured that we take your comment very serious and look into action to be taken for improvements. InterContinental Hanoi Westlake values guests’ feedback like this, as we always aim to excel higher standards of service for our guests. Our Quality and Continuous Improvement program has taken the issue of service consistency on board.

We would like to update you that all guest rooms now covered with WiFi since 01st of March.

Thank you again for staying with us during your trip. I hope to welcome you back soon.

Adam McDonald
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed January 23, 2013

This Hotel is a little far from the famous french Quarter but is nevertheless otherwise well located just a short taxi ride to the city. The rooms a large and well appointed. The staff were friendly and we were well looked after. Breakfast was included in the room tariff and well very good with a good selection. Meals at the restaurants were very expensive for what you get. It is tasty and well prepared, but seemed overpriced to what you get at restaurants in the city, On the downside, no free WiFi in the room and given the room rate was expensive I would have expected free WiFi!

  • Stayed November 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank PADSSydney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 17, 2013
Thank you for your feedback from your recent stay with us. I am happy to know that you like our room, our breakfast and the team looked after you.

The hotel has a very good location where you can relax and enjoy the peaceful and beautiful scene of the West Lake.

Should you require any further assistance for your next visit in Hanoi, please feel free to contact us.

Best Regards,

Adam McDonald
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Thames, Waikato, New Zealand
Level Contributor
14 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed January 23, 2013

Hi
My partner and I stayed here for almost two weeks. We are a young couple and it was fabulous. Such a nice location and everything was modern and clean. We spent lots of time in the sunset bar and the breakfast was AMAZING! The staff were friendly and we were well looked after. We went in early July, and I think this is more of a business Hotel because there was never many people swimming in the pool so it felt quiet. The only down side was that it is a long walk to the city centre. But in saying this there were ALWAYS Taxi's waiting outside and they were cheap to get right into the centre of the city. I would definitely stay here again. Awesome place :)

  • Stayed July 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Kelsi A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 17, 2013
Dear Guest,

It is great to receive positive feedback from our guests. Thank you for your great comments.

InterContinental Hanoi Westlake does not offer the guests a surreal resort feeling in the middle of the busy Hanoi only with its unique location, but also with its top-quality services. Our Sunset Bar is one of the highlights which we are glad that our guests enjoy very much.

I hope to welcome you back soon.

Adam McDonald
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ontario Canada
Level Contributor
22 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed January 21, 2013

The entire ambience was warm, magical and comfortable. It was one of the best beds we slept on throughout our Asia trip which included a Peninsula hotel, so that speaks volumes. I would definitely stay here again.Sitting at the lounge on the water, half way to our units, was very enjoyable as well. They even have wifi at the lounge (but not in the units out on the water) and it's so comfortable to sit on the sofas, or chairs, or lounge beds to check email and perhaps have a late night drink. We had only one problem during our 3 night stay and that was the confusion every morning at the breakfast buffet. Our rate included the buffet but the staff often queried who we were and our room number and they wanted to charge the buffet to our rooms. We had to clarify each time unfortunately.

Room Tip: We loved our room on the water. It is worth the beautiful walk on the piers to the far rooms.
See more room tips
  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank relaxed50s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
G_Manager-ICH, General Manager at InterContinental Hanoi Westlake, responded to this review, April 17, 2013
Thank you so much for taking time to give us your feedback. It is great to know that you enjoyed your stay with us. Our hotel situated uniquely on the surreal West Lake of Hanoi, offering our guests not only great views but also a relaxing, resort feel. Our InterContinental Club Lounge enjoys its reputation of great service which we always recommend to our guests.
I am sorry about your experience with breakfast. I will share the feedback with the team to make sure this will not happen in your next visits.

I am looking forward to welcoming you back at InterContinental Hanoi Westlake.

Adam McDonald
General 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 InterContinental Hanoi Westlake

Property: InterContinental Hanoi Westlake
Address: 5 Tu Hoa street | Tay Ho District, Hanoi 10000, Vietnam
Phone Number:
Location: Vietnam > Hanoi
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#13 Business Hotel in Hanoi
#13 Luxury Hotel in Hanoi
#27 Family Hotel in Hanoi
#36 Romantic Hotel in Hanoi
Price Range (Based on Average Rates): $$
Hotel Class:5 star — InterContinental Hanoi Westlake 5*
Number of rooms: 318
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 Condé 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

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