Pullman Hanoi — Attraction in Hà Nội

This 3 night hotel stay was the last stop of our Vietnam holiday, having stayed at Pullman Saigon, Angsana Lang Co and Renaissance Hoi An Resort & Spa in the 14 days prior (all of which were exceptional). This hotel however was the worst stay i've experienced in over 30 years of travelling throughout the Asia Pacific Region. I truly don't understand how they can rate this place as a 5 star hotel. I am a Marriott and Hilton Gold Loyalty member.

Problems started as soon as we checked in as we were assigned 2 rooms with 2 single beds in each (i was travelling with my wife, my son and my son's partner). When we went to the front desk to correct this, we were lied to and were told this is what we confirmed our booking for, however we most definately did not and were able to produce our itinerary as proof. When i asked them to correct this we were told, that the hotel was full and these were the only two rooms available.

The bathrooms smelt like sewage from the moment we entered the room. The unadjustable shower head height came up to my neck, meaning i had to crouch down to have a shower (i am only 5'11) and the water temp was unable to be adjusted as it only provided very hot water no matter how you tried to adust the shower tap mixer. My wife had to wash her hair in the hand basin as a result of this. The paint was peeling, the bathroom vanities had no less than 5 large cracks through them, walls were littered with patch work, closet doors needed to be forced to open and close, the room safes were not bolted down/secured to anything (we have photos and videos of these), and the rooms and hallway carpets on this level smelt mouldy and foul.

This first night of our stay we were sitting out the front of the hotel having a coffee to limit the amount of time we had to spend in the foul smelling rooms, when the Hotel was raided by no less than 50 police officers in a swat like raid that locked down the hotel with police covering every entry and exit inside and outside the hotel. We have video footage of this too. No one in the hotel would give us any answers on what was going on even after repeated requests for any information as to what was going on. This raised the anxiatey level within our group.

We stayed one night in these rooms and were only moved the following morning when i bluntly complained and advised that if they couldn't provide us rooms that we had already paid for, to give us a refund and we would check into the Marriott instead.

On our last night, one of the hotel endorsed taxi drivers tried to rip us off by pretending that his glove compartment wouldn't open (this is were the taxi meter is located) and tried to overcharge us. I refused to pay him what he asked for and offered to pay him much less, which is when he was magically able to open it to reveal the meter and the significantly less price being displayed.

We're experienced travellers throughout Asia Pacific and this place is the worst stay we've ever had. We've stayed in 3 star hotels that were not only much better than this place but would actually put this place to shame.

If you want to enjoy your stay in Hanoi, DO...

Upon check in, I was told by the person that I can avail discounted breakfast at check in compared to the price at restaurant. I asked him whether my Accor gold status would fetch me 50% discount on the price being offered at check in. He said yes, after confirming from someone standing next to him.

I got a call in the room which my wife had picked up, asking us to remind the staff of the breakfast inclusion at check in and the 50% off.

Next day at the time of breakfast, the breakfast inclusion was not noted with the staff. They asked me to purchase and that the 50% discount will be applied. I was aware of this and that is why I had asked that whether I will get the 50% discount on the price being offered at check in. Eventually I had to take the breakfast with that price.

Next, while going out to the city, I asked the staff at front desk to get the Air conditioning checked. The temperature was not dropping below 26 Deg and it was too hot. Nothing was done and apparently someone even switched off the a/c (probably during the turn down service). As per my preferences setup in Accor account, the a/c was kept on at check in but someone switched it off while we were out.

When we came back. the room was too hot. We were too tired by that time to do anything as we were with a 2 year old baby. The entire night the room temperature never went below 25 deg. I had a very disturbed sleep because of it.

Things didn't end here. During check in, I had told I will pay with points. During check out, I asked to do the same. The person helping me had no idea how to do it. The person asked for help from colleagues. The remaining amount that was to be charged was charged wrong and then it was cancelled. The person did all of this without reversing the deposit taken during check in . I had asked for it and then the chaos ensued again.

Overall, very bad experience with the staff at the front desk. The senior person over there (Mr. Tung? ) was very arrogant and not willing to help his younger inexperienced colleagues even though when he noticed that there was some issue going on.

As a gold member, travelling with a family with a small kid, no extra courtesies were extended and all along wrong information was provided.

I'd rather move my loyalty to other brands like Marriot where the people at the hotel are aware of the status and are willing to go out of there way to help people with status and travelling...

I stayed in your hotel for 21 days but I was originally booked for 23 days. I had to leave earlier than expected due to an emergency. But still, I stayed in your hotel for 21 days and you didn't provide any consideration to refund the remaining days that I've cancelled or at least provide anything like maybe a discount or anything like a member ship card or any options. Anyway I will not argue anymore but I think you don't know how to value your customers. It's all about just money. My room is good and always clean. Aircon is working well. Iron and hair dryer is useful. However, there is no toilet bidet. Bidet is really important! They gave me a welcome snack upon my arrival. They regularly change my bed sheet, towel and refill toiletries, coffee, tea and water. My stuffs were secure as well. One of the things that I don't like was, housekeeper kept on disturbing my sleep. They kept of ringing the doorbell 3 times even if the "make up my room" tag is not hangging outside the door. I always have to tell them to clean in the afternoon. There was one instance where I forgot to lock the door and they entered my room after ringing the doorbell 3 times. The food in the breakfast buffet was great and delicious, they serve the same food everyday. The staff there are always happy to serve you. But if you are staying for 21 days and they are serving the same food everyday, the food became so boring. I also ask one receptionist if I can have a breakfast in my room because I learned that you are serving breakfast in bed, she told me that I need to go the restaurant and get my self a food and I can bring it in my room. So I did that, but the staff in the restaurant told me that I can only eat in the restaurant and no food is allowed to bring outside the restaurant. That was so embarrassing experience. The pool and gym is also great but jacuzzi is not that clean and there is a smell. I also noticed that you don't let the grab motorcycle enter your hotel. Why is that? Overall, I still consider my stay as good because I feel comfortable and secure in my room but the overall service and staff, needs...