MARTIN VILLA

We had a horrible experience with this booking. We were first told on the day before check-in that we are upgraded to a room at a better location without specific reason. The staff also sent some very nice photo of the upgraded room and requested us to confirm the upgrade. As we were traveling and had limited time for further research, we took the upgrade at face value and accepted the change. This acceptance without due check is in part our fault. On our way to check-in, our driver informed us that he is unable to drop us at the location of the upgraded room due to road closure. We questioned the hotel and they apologized that they forget to remind us on the road closure, so nothing can be done but for us to alight at the edge of the Hanoi old quarter. We ended up with navigating our way with heavy luggage for about 40min thru the crowd. Upon reaching the hotel (new hotel), we had another nightmare. Being at old quarter, the location is of course very noisy, and zero noise proofing is being done for the room. In addition, the room, in a run down condition, is far from the photos shown to us. It was more a downgrade from our original booking. We texted the staff again to complain and requested to revert to our original room at Martin Villa. It is then they let the truth out, where the original room is no longer available due to construction. They apologised and told us to check-out at our convenience and the remaining un-checked nights will be refunded. This is totally unacceptable for the hotel to mask the real issue as upgrade and treat the guest as such. They have all the time, since our booking, to inform us on the unavailability for us to make alternative booking or activate free cancellation, but they choose not. And we ended up have to pay a premium for another room due to last minute booking during festive season. To be fair, we are unable to rate the condition of original Martín Villa because we did not step in the property at all. After 2 weeks, I am still waiting for a reply from the hotel and the promised refund.

It was a lovely time I had with my husband during our stay for our anniversary trip. Recommendable!! Staffs are very welcoming and friendly. ♥️

The place was aesthetically pleasing and very clean! The owner was prompt in replying as well. He noticed that it was my birthday and upgraded me into the top floor with a larger room. They provide drinking water, towels, iron, hair dryer and some toiletries. The picture shown in the app is same in real life. Although it doesn’t have lift, the staff will help you carry your luggage to your room. There’s a cafe downstairs as well that serves coffee and some cakes.