Hotel Novotel di Hanoi

Stayed here 2 nights in a Deluxe Room and I was amazed by the grand view to the city, and by the offered services. The room was super spacious with fully equipped kitchen and fridge. Breakfast was so nice and fresh. The light meal on the 17th floor in the late afternoon and evening was absolutely fantastic. My compliments to Lap, the manager of the 17th-floor restaurant (my apology if I wrongly remember his name), for his warm hospitality. Certainly the best of the best!

I checked into the Hotel on 21st June for a 4 night stay. Right from the poor “Check-In” experience one could get a feeling that something was amiss... I had multiple “sub-standard” experiences in this relatively new property. To highlight a few.. • On the 1st night, I ordered for a Vietnamese Grilled Fish (Medium rear), but what I received was a “Well done”, over cooked, almost fried fish. There were almost no attendants at the only restaurant at the hotel at 10:30pm. • On the 3rd day at despite the restaurant being empty at breakfast, all the salad bar servings were empty at 9:45am. There was not adequate bread in the bread baskets. When I pointed to the restaurant manager that the breakfast buffet is available until 10:30am, I was told that the serving bowls are empty as the team was all busy preparing for a 500 pax lunch later in the day (24th June)…..honestly not sure this was an acceptable answer. • On the 3rd evening at 10:15 pm, when I tried to utilize my complementary welcome drink at the bar, I was told the bar attendant was not available and the drink cannot be served. • Despite requests for coffee sachets to be placed in the room during daily housekeeping service, the same were never placed. However, had to personally make a call for the same every day. • There was no Iron and Ironing board in the room. • The hand sanitizers installed in the elevators were empty and not operational. • The air-conditioning in the lobby never seemed to work. Despite repeated requests to meet with the GM, it was only on the 3rd day was I told that the GM is not available for the week as he is on an official trip. Ironically the Rooms duty manager (2nd in charge after the GM) was also not available. Would not recommend this property for a stay.