Hanoi Cozy Legend Hotel — Hotel in Hà Nội

WORST HOTEL EXPERIENCE EVER-LAZY AND UNPROFESSIONAL STAF AND REFUSING REFUND

I arrived at HANOI COZY LEGEND HOTEL on 26 OCTOBER 2025 at around 2.30PM, feeling tired after traveling from another city in Vietnam, only to be greeted by one of THE WORST HOTEL EXPERIENCES I’ve ever had.

When I reached the front desk, the whole hotel is under DARKNESS WITHOUT ANY LIGHTS, LIKE A GHOST HOUSE, the receptionist (red T-Shirt with black pants woman) was SLEEPING ON DUTY. I had already CALL HER SEVERAL TIMES TO WAKE HER UP, and even then, instead of offering a proper welcome, she got up slowly and ASKED ME TO TURN ON THE LIGHTS FOR HER. THE LIGHT SWITCH DISTANCE NOT EVEN ONE STEP AWAY FROM HER, JUST NEED HER TO GET UP ONLY. Just think about how you feel as a customer when the front desk receptionist asked you to turn on the lights. Is this the SERVICE ATTITUDE and is this the QUALITY OF THE HOTEL STAF? This is the SERIUS PROBLEM in this service industry. I would really gladly to help her is she were disabled, but she was clearly healthy and energetic, just VERY VERY VERY LAZY and UNPROFESSIONAL.

After check in, this hotel never give me an OFFICIAL RECEIPT. When I requested an OFFICIAL RECEIPT, she gave all sorts of EXCUSES, SAYING THAT SHE WANTS TO COOK, SHE WANTS TO IRONING CLOTHES and DELAYED ISSUING it, and she wasted me 30 MINUTES to get it, WASTED TIME.

After entering my room (Premium Quadruple Room), I found the DOOR ROOM IS WIDE OPEN ONCE CAME OUT FROM THE LIFT. THE ROOM IS NOT EXACTLY LIKE THE DETAILS AS STATED ON THE BOOKING.COM WEBSITE, IT WAS OLD, POORLY EQUIPPED AND HAD NO REFRIGERATOR AND THE BATHROOM HAD NO VENTILATION. I was EXTREMELY DISAPPOINTED and decided to pack my things and LEAVE IMMEDIATELY.

To make matters worse, when I tried to leave, the woman DARE TO STOP ME TO DON’T LET ME GO AND KEEP ASKING WHERE I GO, WHICH MADE ME MORE EVEN ANGRIER. How dare she can do this to customer? THIS IS A VIOLATION OF HUMAN RIGHTS.

I felt completely DECEIVED. I came to Hanoi hoping for a pleasant stay, but instead got one of the WORST EXPERIENCES EVER. I tried to contact and communicate with the hotel for a refund which is two nights (1500,000VND), but this hotel REFUSED TO REFUND and says it’s not the hotel problem, this is the most UNREASONABLE EXCUSES I have ever seen.

This review is not slander, it is the TRUTH. I hope other travelers who plan to choose this hotel must careful and try to avoid this hotel. I sincerely hope the hotel management to TAKE ACTION AND ISSUE A REFUND...

Lovely staff, very kind and welcoming. Our room was big and spacious, comfy bed and good sleep, quietish location. Furniture was a little stained (couch) but rest good condition (bed, dresser, tv etc). Close to the old quarter was very handy. Price was okay for quality, not luxury hotel but decent and clean enough rooms. They cleaned rooms daily, but sometimes forgot to leave us new towels, they also mistakenly threw away shower cap (got the cap back). The AC didn't work in one room so they moved us to another room, which was good service. The toilet got blocked one day and they fixed it straight away, but basin was slow to drain in one room. The fridges also leaked a bit of water. They also helped organise a day tour to Halong Bay, which was very nice. They let us leave our suitcases after check out, which was very nice. Able to pay with credit card. We had dinner with Perfume one evening which was very nice, made it feel like a local homestay and got some nice tips and information about Vietnam.

Cozy Legend, thank you for the stay, we enjoyed our time in Vietnam, Hanoi.

Overall, very good service and staff, but there were a few small annoyances which added up as we had a longer stay. Recommend for those who are looking for a value for money option with good location and...

The rooms are as advertised. There are lots of beds as well, 1 big bed and 2 smaller single beds. The hotel owner is SOOOOOO KIND!!! She tries to speak english as much as she can 🥹 she changes our towels every day. She google translates with us to understand each other and even taught us how to say some vietnamese phrases.

The location is very close to train street, in the heart of Old Quarters, roughly 2km to the lake. Very close to the souvenir shops and food kiosks. AND VERY CHEAP BUT THE SERVICE IS 🌟🌟🌟🌟🌟

Overall, please book with ma'am!! She is so kind and deserves the support of foreign travelers for her veryy great hospitality ❤️ She made our hanoi stay...