Grand Mercure Hanoi — Hotel in Hà Nội

This is a complain and also feedback based on my recent stay at the Grand Mercure Hanoi from 24th Feb to 27th Feb 2023. This is my second stay in this hotel.

I am Platinum member with Accor (down graded from Diamond last year). I paid for my stay using points and cash which was paid before I checked in. I am eligible to use the Executive Lounge privileges, Late check out and soft drinks on the mini bar which I did not use.

During my check out, I was asked if I had consumed anything from the mini bar to which I replied “no”. I then proceeded to settle my check out bills due to some laundry that had sent for wash and once completed; I went to have breakfast and left my check in luggage with the concierge team.

I had requested the hotel to arrange a metered taxi to the airport for me which they had done.

On completion of my breakfast and as I exiting the hotel, I was stopped by the security staff that mentioned the reception staff needed to talk to me. Although I was rushing for time I obliged thinking there was something that needed my attention.

At the reception I was asked whether I took the laundry bag to which I replied yes I took 1 bag to keep my used clothes. The receptionist then told me that if I am taking a laundry bag then it’s a chargeable item and the charge is 87,000VND which is about 4 USD. I was surprised and annoyed that for the first time a hotel wanted to charge me for a laundry bag. I told the receptionist I don’t need the bag and proceeded to open my luggage in the lobby and returned the bad.

I also asked the receptionist whether there is a notice or any information available to the guest that states the laundry bags are chargeable items to which they replied there is none. I then asked why nobody asked me if I had taken the laundry bag on check out just like they asked me if I had consumed anything from the mini bar? They had no answer but said that this has been an issue with other guests and their management insist on charging for the laundry bag. I said the issue is not about charging but the issue is about informing the guest beforehand.

Firstly I think it’s not appropriate for the hotel to treat any guest like this. The hotel carries the name of Grand Mercure brand and needs to stand up to the name.

Secondly; I don’t have any right to question the decision of the hotel to charge for laundry bags. However this should have been made known to the guest on check in or check out or via notices in the room as this is NOT the norm in most hotels.

Thirdly; even if all the above did not matter; the hotel should have shown some restraint and discretion in allowing me to keep the bag instead of me having to open my luggage in the lobby to remove the bag. If I had used all my privileges; it would have cost the hotel a lot more money than just an over priced laundry bag.

Lastly; I do not need a generic response from the hotel management stating they will be looking into the matter and apologizing for the incident. I do not need an apology. As a paying guest, I expect the management and Accor to prevent these type of incidents so another guest like me should not be put into this...

Update from December 2023:

During my recent stay at the Grand Mercure in Hanoi, I experienced flawless hospitality, with a significant shout-out to the newly appointed General Manager, Remi Faubel. This marked my third visit to the hotel.

The newly opened club lounge on the 15th floor provided a serene space for all-day refreshments, breakfast, private check-ins, and a delightful happy hour. Dining in the second-floor restaurant showcased excellent service and adherence to fine dining protocols.

In the gym, a staff member named Quality lived up to his name, offering helpful but unintrusive assistance. Special mention goes to the WhatsApp team, Hannah and Quang, whose exceptional support enhanced my complex stay.

As an Accor ALL Member, this hotel stands out in its price category, earning a well-deserved 5/5 stars.

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Older stay review:

Stayed at the Grand Mercure Hanoi early December. As a newly-opened hotel we will give them a little bit of leeway. (The staff are still training).

Positives:

Hotel is brand new and design is quite appealing. Pretty good ergonomics, comfort and the staff is aspiring to be Accor (Vietnam) quality.

Negatives:

hotel is in a traffic controlled area, could be difficult to reach (note that twice, Grab driver and Mai Linh taxi drivers had to drop me off a block away from the hotel with luggage - once is ok but twice is a bit eyebrow raising) (-1 point)

took the suite upgrade but the design, other than being a larger room would not quality as a suite. No double sink, shower is quite tiny, for example. It’s impossible to get ready for an event when two people need to deal with preparation. (-1 point)

had an issue where front desk did not return my credit card to me after processing, leaving me in a hard situation for dinner. What’s worse is two phone calls to the hotel, nothing and only when I came to front desk, they found the card in the machine. (Neutral, this is sure to be a one-off situation)

was not told about the motion sensor in the room where lights are activated upon movement. Imagine sitting up at 3 am wondering how to turn the freaking lights off when you’re trying to be up for 6 am. (-1 point)

Overall the hotel is decent. Like all hospitality in Hanoi, a lot of more personnel are needed to make these places at least passable. Whether we will see Vietnam become competitive with places like Indonesia and Thailand, would take a tectonic shift to do so.

Accor ALL Diamond benefits are great, especially the apéro. Did see the GM, Bodo, spot me and then duck for cover in his office. … and no message or email update to acknowledge my stay on the property. I guess I wasn’t fully made up and thus scary looking 😂

Would I come back? Probably not. Hanoi has some marvelous accommodations and so I can’t really see the appeal to being trapped in gridlock and no overwhelming level of...

We recently had the pleasure of staying at the Grand Mercure hotel. We originally booked another hotel but ended up checking out the next day as it wasn’t as described on the booking site. A little scarred, we booked the Grand Mercure for 3 nights.

I can honestly say that we left thoroughly impressed with the hotels exceptional service and outstanding features. From the moment we walked in, we was greeted by the friendly and attentive front desk staff who made us feel welcomed and valued as guests.

The concierge team, led by River, went above and beyond to ensure that we had a seamless stay. They were knowledgeable about local restaurants and helped us to arrange a day trip to Halong Bay.

One of the highlights of our stay was the exceptional service from the whole team. On the day that we were going to Halong Bay, it was an early 6:30am start and the team kindly volunteered to pack us a breakfast takeaway and coffees for our travels! We had breakfast every morning and one dinner at the hotel restaurant, and the food is delicious.

The hotel itself was impressive. It was newly built and had a modern design. The cleanliness of the property was impeccable, and it was evident that the staff took great care in maintaining the hotel's pristine condition. We preferred the location as it was a 10 min journey to the old town but quiet enough for us to relax. Taxis via Grab were so cheap wherever you go.

The rooms were fab. The 4 poster bed added a touch of elegance and comfort to my stay, and the smart lighting system is something I’d never experienced before. The Japanese toilet technology was a unique feature that added a luxurious touch to the bathroom experience.

I was thoroughly impressed with the exceptional service from the front desk, River at the concierge, and the restaurant team. The hotel's nice and new ambiance, cleanliness, good location, and impressive room features made my stay truly memorable. I am already looking forward to my next visit and would highly recommend to anyone seeking a truly exceptional experience. Thank you Grand...