Scent Premium Hotel in Hanoi

DEATH TRAP HOTEL!! DO NOT STAY HERE!! My oartner and I stayed at this hotel on June 24th and it was a complete nightmare! DO NOT STAY HERE under any circumstances!

I was taking a shower and the glass door, which had rusty and misaligned hinges, completely collapsed and shattered. I was badly injured with deep cuts and glass embedded in my skin. Blood everywhere. I was in a state of shock.

The night receptionist was completely unprepared to deal with this type of event and we had to insist that he come with us to the hospital. They were completely unprepared for any emergency and I had to be taken downstairs on a luggage trolley.

There was no night manager on duty, and when called the hotel manager refused to even speak with us on the phone and did not answer when we called him. The receptionist came with us to the ER, but it was clear his only priority was to deny any responsibility. He did not express any sympathy at all and was of no help whatsoever at the hospital.

I needed an ultrasound at the hospital, tetanus shots, and stitches for my wounds. (The care at the hospital is another story - it turned out I still had some fragments inside and had to undergo reconstructive surgery to repair the wounds properly and remove all the glass).

We demanded that the hotel pay our hospital bills, for our stay, and to relocate us to another hotel. The receptionist could only book us another hotel which we had to pay for, and said the manager would talk to us the next morning. He booked another place across the street which looked similarly shady so we demanded he get us a room somewhere else.

When he manager came he offered only to refund the cost of 1 night of our 2-night stay! No payment for our new hotel, no hospital bills. We told him this was grossly insufficient and that his shoddy shower was the reason for injury. He tried to deny responsibility and did not pay anything further, or offer any kindness or remorse at all. His denials were infuriating and the conversation devolved into a shouting match in the lobby of our new hotel. He said he could not afford to pay any more than the one night’s hotel fee, which was galling.

Later in the day he did have somewhat of a change of heart and did offer to pay the cost of our ER visit in Hanoi (I believe he was told off by the manager of our new hotel, who witnessed the scene). Still, this did not come close at all to the true cost of the injury, which so far has racked up expenses of over 15,000 USD and counting!