Hanoi Lakeside Premium Hotel in Hanoi

Worst Hotel Drip.com Disappointment

We booked Hanoi Lakeside Premium Hotel for two separate nights based on the photos and description, but the reality was very different. The room was poorly maintained, with unfinished repairs (including a partially repaired hole in the wall), patchy paintwork, marks on the walls, and visible water damage stains that appeared old. Skirting boards were dirty and a curtain was hanging off the rail. The bathroom was also substandard, with poor tiling and a loose toilet flush that did not work properly. Overall it was shabby and totally uninviting. Several advertised features were missing – no robes provided, the bed was not presented as shown, and only two very flat pillows. The layout was also impractical, with very little space to move between the bed and the wall-mounted TV. In addition, the supposed secure luggage storage was actually just an area next to the reception desk and not really secure. There was no checking it in or out, they just kept an eye on it. The wider property also reflected similar issues. The reception and washroom areas were dirty, worn, and had an unpleasant sewer smell. The overall impression was of a hotel that is not being properly cleaned or maintained. When we complained and said the room was not suitable, the customer service manager (Bryan) acknowledged the issues we raised but was rude, argumentative, and dismissive, and refused to give us a refund, which made the situation even more stressful. After much back and fore, we left to find somewhere else to stay. By this time, it was late in the day, we had been travelling for over 24 hours with no sleep and we were left dragging our luggage around Hanoi looking for somewhere decent to stay. The hotel subsequently contacted us and apologised for the inconvenience and offered to give us a refund if we returned to the hotel to process this. Upon doing so, the customer service manager stated that the refund would only be provided on the condition that we left an ‘excellent’ review score (9/10). He then attempted to take my phone to submit this rating himself and requested a screenshot as proof to show his manager. The only good thing it has going for it is its location in the old town and a short walk to the lake. All in all a dreadful experience!