InterContinental Hanoi Westlake by IHG — Hotel in Hà Nội

My partner and I love the beautiful city of Hanoi. This was our second visit during the Lunar New Year, and we specifically chose InterContinental Hanoi Westlake, expecting a peaceful retreat while enjoying the city's vibrant energy. While we had some wonderful moments during our stay, there were also a few disappointing experiences. As long-time Ambassador and Diamond/Platinum members, we generally have high expectations for InterContinental properties. Here is our experience for those considering this hotel.

Pros: Unmatched Location – Situated right by West Lake, the hotel offers a serene and scenic atmosphere that is unparalleled in this area. Spacious and Comfortable Room – We stayed in a lake-view suite, which was well-sized and provided a relaxing environment. Thoughtful Anniversary Surprise – The hotel arranged a warm and thoughtful surprise for our special occasion, which was greatly appreciated. Exceptional Service from Anh/Anna at the Lounge – Anh/Anna at the Club Lounge provided outstanding service, making us feel genuinely welcome. Friendly Doormen and Housekeeping Staff – The door attendants and cleaning staff always greeted us with energy and warmth, adding a pleasant touch to our stay. Great Italian Restaurant Service – The staff at the hotel’s Italian restaurant were attentive, proactive, and eager to assist, and the food was delicious.

Cons: Unwelcoming Check-in Experience o As Club Lounge access guests, we requested to check in at the lounge, but the front desk staff questioned our eligibility and insisted on verifying our passports. o Instead of directing us to the lounge, they proceeded with the check-in themselves, leaving us standing at the counter for an extended period. o Their cold demeanor and unclear communication left a poor first impression. Housekeeping Service Below Expectations o Every time we left the room, we informed the front desk so housekeeping could prepare cleaning and turndown service. o However, the cleaning quality was unexpectedly low:  Used glasses and cups were left unwashed.  Food crumbs remained on the table.  Basic amenities like tea, coffee, and toothpaste were not replenished.  We requested fresh linens, but the bed was merely straightened with visible creases, and the turndown service was not performed properly.  Trash was not cleared – We neatly placed empty wine bottles by the trash bin, only to return and find them still there.  Bathtub cleanliness was inadequate – The tub was not properly cleaned, which led us to avoid using it entirely.

Inconsistent Club Lounge Evening Service o The evening staff at the Club Lounge appeared eager to finish their shift, subtly hinting for us to leave. o Additionally, they misinformed us about a drone show happening nearby, which turned out to be false (a bar staff member later confirmed that no such event was scheduled). Cold and Unprofessional Check-out Process o The staff handling our check-out had the same detached attitude as during check-in. o They also forgot to process our credit card deposit refund, and only did so after we explicitly reminded them. Final Thoughts Despite these issues, we genuinely want to return to InterContinental Hanoi Westlake in the future and enjoy another stay. However, we hope the hotel management takes these concerns seriously and works towards maintaining the high service standards expected of the InterContinental brand. We believe that with some refinements in service consistency, this hotel can fully live up to the InterContinental standard and provide an outstanding experience...

I stayed in this hotel about 2 or 3 years ago as it seemed like a beautiful location. Last week, my brother had a wedding there, so I stayed there as he booked the rooms (booked, not paid) as a group, but not specific group discount applied which was his mistake as well as Intercontinental west lakes stingy service. 1. If had known no discount was applied, i would have booked on my IHG account to make the matter simpler. 2. At the reception to check-in on Thursday, I purposely gave the receptionist my IHG member number as it is important for me. I have been collecting and using it for my travel. She, of course, didn't inform me anything, and just went ahead to charge my brother who reserved the room, and I am left with ZERO points. I transferred my money to my brother of course 10,400,000 dong instead of 7-8 million dong if i had booked myself. Useless breakfast was applied and extra bed was also charged although under 12 yo was supposed to sleep for free.

This is one of the most horrible things; I was at the breakfast, all the cups and plates were dirty with unwashed oil and left with finger print. An expresso came with really dirty cup as if the waiter shook it to spill the coffee. I was surprised how unconscious the water was to bring this to customer. I said to my brother in loud voice,' why is your cup so dirty?' in front of the waiter but the water doesn't even hesitate to apologize or move on the next option, he just glanced at me and walked away. It was my brother who booked the hotel, and chose to have the wedding there. So i didn't want to make him feel upset or disappointed at his choice by voicing out, so i didn't argue with the waiter. But this is the worst service I have ever received.

All IHG hotels put so much effort to meat sustainability goals, and yet this location was proudly displaying all the plastic bottled water in guest rooms. I was really shocked at the fact such a hotel is not ashamed to do nothing for environment. Instead, they just put a sign saying' the dead fish in the lake has nothing to do with this hotel'

At the end of the wedding, we were still drinking, talking and eating. but the staff came to clean up, as if they are forcing us to get out. It was really terrible. And my sister in law had to argue with the waiter for some stupidity on the bill at the end of the wedding. Who does that.

Overall experience was for me' never again'.

I am sure you have a lot of loyal member, so my opinion may not be important. but remember small but loyal customer is the majority of...

During our trip across Vietnam, we had an opportunity to stay four nights in this hotel. The choice for this specific place is in a great location and has high ratings. The resort is away from the hustle and noise of the big city, in a beautiful location on the lake. We were hoping for a restful stay delivered with some quirks. There are several things I need to praise this hotel for; The staff is very professional, helpful, and kind. All the staff we encountered were proficient in English, making the communication very smooth. Kudos to the hotel staff! The room was spacious and spotless. As the hotel is almost 20 years old, it has been designed since then, and this is expected in the ambiance instead of the modern design As mentioned above, the resort has a great location and maintains a very low level of street noise, which is prevalent in Hanoi. The bathroom was spacious and immaculate. It included a big bathtub and a separate modern shower. In addition, it had an electric bidet, which was the first time it had been in Vietnam for the first time. The buffet breakfast was superior to any other hotel we stayed at. It had a wide variety of choices and was delicious. The restaurant staff was pampering all guests by paying attention to their needs for extra coffee, water, juice, etc. Great service!!! Two things made me give the hotel only a four-star rating, but they do not negate any of the great things I described above. The main issue encountered during our stay was the HVAC system. I suspect the system was not designed for the subtropical location and looked vastly undersized. The thermostat was inoperable, and I suspect this issue is known. As there were no means to adjust the temperature, the air ducts delivered a continuous low air flow. I suspect that the portable dehumidifier was added to the room(s) to cope with this. It added noise and required periodic drainage at night. If the water tank was filled, it shut down the dehumidifier, and higher humidity made sleeping uncomfortable. The down comforters were very thick, forcing us to sleep partially uncovered. I wonder if lighter comforters wouldn't be a better choice as the room temperature never fell below 20C. An additional nuisance was a musty smell, which I suspect was coming from the shower drain vent. In general, it's a nice hotel, and I would give it a 5-star rating if the HVAC system worked more...