Hanoi Fantasea Hotel — Hotel in Hà Nội

Below is my email reporting Booking.com about my mother and I being verbally abused by the hotel's manager after complaining of a bug bite and so requiring a discount. Requested by Booking, I sent another email to them with photos of the bites and a mp3 record of part of the conversation we had with the manager (I recorded it). The hotel didn't reply (which was no surprise), and the Booking couldn't do anything except offering me some money (which I found inappropriate and therefore refused). Although I studied my university in this city and always missed it when studying abroad, I now find it a bit more ugly. It seems the city has a lot to do to boost its tourism.||||||"Dear Booking.com,||||I am Thom, from Vietnam. On Sept 24th, I took my mom to Hanoi (for health check) and made reservation at the Hanoi Fantasea Hotel through Booking.com. I used to stay at this hotel for a few times and at first everything went fine, until around 2am when there was a bug or something (I'm not sure of) crawling on my mother's leg, up to the thigh and bit her. She later told me that because the bug was inside her pants so she just crumbled it from outside and flushed it in the toilet. The bites swelled and were painful and because cause of that she couldn't sleep for the rest of the night. I myself didn't know anything until the next morning. When I report this to the hotel's manager, she didn't believe me. She said if there was anything happened, my mom should have told the hotel's staff and we would get a room change. We explained to her that it was at 2am and my mom didn't want to bother others. She in fact didn't have any experience staying in a hotel so she just kept quiet until the following morning. The bite marks were still there, so the manager could take a look. But she refuse to do so. In fact she didn't even move from her desk asking how my mom was doing and just kept saying that she didn't know, didn't see anything.||I requested that we had to pay only half of the room's charge. Because I wasn't bitten I would pay my part. But it wasn't fair if my mom had to pay as well. The manager refused. What frustrated me most was that instead of seeing whether there were any problems with my mom, anything she could help, or at least see the bite marks to know whether my mom was saying the truth, she just simply pointed her fingers accusing us telling lie to get some discount. I take this as an insult. Instead of finding solutions, she verbally abused me, how terrible I was, that she would banned me from entering her hotel, that she would upload my information so that no one would allow stay in their hotels, ect. I wasn't afraid (I protested hard). At one point, she said she would offer around 30% discount for us. I was about to agree and left, but seeing that she still constantly abused us, bossily demanding us to give her money and get out of her hotel, I couldn't help it. I asked again 50% and a change in attitude. She refused, constantly making phone calls and saying we were wasting her time.||I was furious and left without giving her any money. She instead kept my ID card. Although I was not afraid of her at all, I felt some sense of helpless. Helpless in making people respecting the truth. Helpless in getting what me and my mom deserve, at least a little respect from the hotel's manager. Seeing my mom, a plain simple woman from countryside being accused of telling lie, being so afraid of the bug and had to awake mostly all night and next morning when I took her to the hospital her blood pressure went up to 200/100, I honestly became more and more furious. And hurt at the same time.||||I decide to write this email to the customer service because I need you to do something. Whatever it is, just do something about this. I do not accept being treated this way. But as I said I feel helpless of making right things done, I really...

5 - Price. We planned a 2-month East Asia trip starting in Hanoi and we have a budget, and we stayed for 3 days. 5 - Great location. It's beside cafes, restaurants, a few walks to train street but it's not as noisy and chaotic 3 blocks down. At night, we heard faint music and a few honking until 8pm. We stayed at the 3rd floor.

Yes, we carried our luggage to the 3rd floor all by ourselves. It's not a full service hotel and we get that. The stairs are narrow and steep as most buildings in Hanoi and thats part of the experience. Our room was huge, it has old school french windows, bathroom was clean, toilet has bidet, water pressure was good, bed was comfortable. The closet was making noises and I think they can just get rid of that and put an open rack or hanging knobs.

The staff are friendly and always greets us everytime we pass the desk. One staff even informed us where to safely park our motorcycle at night. Overall, we got exactly what we needed for the price...

Last time i booked a hotel in Old Quarter with the same price, but its too old and dirty. So i did not hope too much about this one, even though i read almost all reviews on Google. Lucky, its did not make me upset. The room isn't really big, but its enough for me. Room is clean and newer than other hotels with the same price in this area. There is fridge, fan, TV and AC (no dryer- or i can't find it) in the room. The towels aren't really white, but ok. Bed, pillows and blanket are comfortable. Besides, you can leave your luggage in the lobby when the room isn't ready. There is also a toilet, which you can use (this one is small, and i couldn't lock it or didn't know how). Check-in time is 12:00, but they let me check in around 11:30. Its great. Totally this hotel is the best choice, if you want to save money or don't wanna spend lot of time to stay in hotel.|Btw,...