Fraser Residence Hanoi — Hotel in Hà Nội

To start off with they separated me from my young children(7,10) because they didn't have any two bedroom apartments available that we PAIDED FOR WHEN WE BOOKED to stay here. We were told the rooms would be across from each other... My across from each other would be directly across not up the hall way.. 100 metres away.

They opened the drawer of "security card" to open the door for the room and handed us the wrong card we entered someone else's room. Thank goodness no one was in the room. This is meant to be a multi million dollar hotel and they are using a 1960s check-in system. Like come on management here needs a good wake up Call. When I brought this up with the incompetent "manager" he told me that they've given the lady a warning which is an absolute disgrace on his behalf. He needs a warning or to be fired for having this system in place. They need an overhaul of the system. Go to any five star hotel in the world, pass them your passport and they make you a key for YOUR room you are checking into. In front of you.

The twin room I paid for had a separate washing machine and dryer different heat settings for drying. The room I received had a all in one washer and dryer, which melted my clothes. And all the manager had to say was I'm sorry. That's what can occur in a dryer. At my house I have a washing machine AND dryer. I live in Melbourne Australia where the weather is cold. I put my clothes in the dryer on the low setting and none of them melt but this incompetent manager could not comprehend that. The pool area is unsafe. The tiles they have are slippery when they are wet. What type of imbecile would put slippery tiles around the pool.

And if you plan on staying here, hopefully you like the smell of rubbish as I believe Next Door is a tip when we visited the pool we didn't stay long. It smelt so disgusting. Buffet breakfast was the worst I had in Vietnam. I don't know what was hotter inside this hotel or outside in the middle of the day. The air-conditioning is terrible I will never stay here ever again in my life I would give them zero stars...

I booked this accommodation for a family holiday some three months in advance, with a booking of 3 x two bedroom apartments and a 1 bedroom apartment.

As we were arriving at different times, the first group arrived with a party of 6 people. They were going to stay in 2 x two bedroom apartments but when they were at reception they were told that 3 people would get a 2 bedroom apartment to stay in and the other was told he was being given 2 x 1 bedroom apartments for him and his two children to stay in. The children are aged 7 and 10 years old. We couldn't understand how children of that age could be in not only a separate room to their father, but not even next door to him. The rooms were actually quite a few apart. The reason given for the 2 bedroom apartment not being available was that the air conditioning was not working.

The second party of 6 people arrived about 3 hours later to be given the 1 bedroom apartment and a 2 bedroom apartment, which was originally booked.

On entering the 1 bedroom apartment we noticed that the air conditioning had not been turned on and it was 29 degrees in the room and this was hotter than outside where it was 27 degrees. Surely you would have the room air-conditioning set to at least 24 degrees, knowing that people would be occupying the room and leave it up to the individual whether they wanted it hotter or colder.

We also had the issue that one of our party accessed someone else's room as the key he was given opened someone else's room door and there were other people's belongings in the room.

We had a very ordinary experience staying at Fraser Residences Hanoi and we could not possibly recommend this...

From the moment I stepped into Fraser, I was greeted with an unparalleled level of hospitality that truly set the tone for my entire stay. The elegance of the lobby, coupled with the warm and inviting atmosphere, made me feel right at home.

The front desk staff, particularly Ann, Amy, Alice, and Mimi, deserve a special mention for their outstanding service. Their professionalism, coupled with their genuine warmth and friendliness, made every interaction a pleasure. Ann's attention to detail ensured that my check-in was seamless and efficient. Amy went above and beyond to accommodate my requests, making my stay incredibly comfortable. Alice's cheerful disposition and Mimi's proactive approach to anticipating guest needs were truly impressive.

The rooms were impeccably clean and well-appointed, with all the amenities one could ask for. The bed was heavenly, ensuring a restful night's sleep, and the view from my window was simply breathtaking.

Dining at the hotel's restaurant was a culinary delight, with a diverse menu that catered to all tastes. The staff were attentive and knowledgeable, enhancing the dining experience.

What truly sets Fraser apart, however, is the dedication and commitment of its staff to ensure that every guest's experience is memorable. Ann, Amy, Alice, and Mimi are a testament to the hotel's commitment...