Luxe Paradise Premium Hotel — Hotel in Hà Nội

So if you look at the booking.com reviews all if them are glowing and seem to mention names. Now they get you almost harass you for reviews upon check out. The hotel itself is nice, however nowhere near 4 star. We stayed here twice, when we got to Hanoi and before leaving. The first stay we had a deluxe double room on the 4th floor. Our stay was pleasant enough, room was nice, breakfast was good although the room wasn't cleaned every day and even when it was we didn't get shower gel topped up or new toilet roll but these were minor inconveniences. The view was non existent, you looked at shabby roofs and buildings but the room was quiet so we were OK with this. Pool on the roof is nice but there is no bar unlike they say. Viwes from here are nice. |Now our second stay was a very different experience. I booked a suite with lake view for 3 nights as wanted the end of our stay to be very relaxing and peaceful and luxurious. A day before arrival we confirmed our arrival time which was acknowledged. Upon arrival there was noone available to check us in, apparently they were at a meeting according to the door boy. We waited for an hour before we complained (this was well past start of check in start of 2pm..) then eventually someone came. I paid the room and the extra 5% card charge ( nowhere else in Vietnam were we charged for paying by card). Then the staff couldn't find the key card.. they then took us up to a tiny dirty twin room. We told them this is not even close to what I've booked. They pretended they were looking into it, but it was clear they had something up with the room but they wouldn't admit it for another at least half an hour or so of arguing. Took them 2 seconds to take the room charge but when it was time to admit fault that wasn't so quick or smooth. We were eventually told that the room I booked 2 months prior wasn't available even though they can see my booking and took my money for it... then they said there was some issue the day before and someone had to stay for longer.. we were told for 1 night we can stay in their executive room then next day move to the one we booked. As I had already paid for the suite I wasn't happy with this but was willing to look at their alternative. (I know what the executive room looks like as i was debating whether to book that or the lake view one , the suite is 50m2 the exec is about 28m2 both with baths). They took us back to the same shabby twin room they wanted to give us before (about a small double room size). She then said when I asked whether she was for real or if this was a joke or an actual scam that this is their executice twin room and they can push the beds side by side so its then a double. This was where we had enough and had to get the manager. I'm no Karen but definitely don't like when someone's treating me like an idiot and trying to scam us. I paid £270 for the 3 nights... After a while they came up with the story that somone fell ill that afternoon so that's the reason they don't have the room. The manager showed us a more decent room (not the one the other staff member was talking about, but a decent one) and offered us a refund for the difference for day one (in cash and made me cancel my booking through booking.com so can't post review there...clever ;) ) and a %discount for the other 2 days which we eventually accepted as we had no other choice and had no energy to argue further or look for another hotel. In the end we had a decent enough stay after the initial hick up. However...this type of staff behaviour was totally unacceptable and is something we unfortunately experienced in a few places in vietnam. The lady who was quick to take the money but tried to scam us with the room and lied to us multiple times with a smile was the same that made me write a review on booking.com at our initial stay..Hana.. I think their scores are so high on booking because of this tactic. So essentially our stay was ok, but defo not 4 star value and I would never come back. The hotel is a bit run down in places. Rooms have mould in the bathrooms. Cleaners upon check out report you've used bits from the minibar when you haven't..forget to give you toilet rolls or shower gel etc... if they had told us at our arrival about the issue with the room prior to paying and hadn't lied or tried to scam us I wouldn't have written this review but I believe this is bad customer service and very counter productive for them. Be ware...

If you look @ booking.com reviews all if them are glowing and seem to mention names. they harass you for reviews upon check out. The hotel itself is nice, nowhere near 4 star. We stayed here twice, when we got to Hanoi and before leaving. The 1st stay we had a deluxe double room on the 4th. Our stay was pleasant, room was nice, breakfast was good although the room wasn't cleaned every day and even when it was we didn't get shower gel topped up or new toilet roll, these were minor inconveniences. The view was non existent, you looked at shabby roofs & buildings but the room was quiet so we were OK with this. Pool on the roof is nice but there is no bar unlike they say. Views from here are nice. Now our 2nd stay was a very different experience. I booked a suite with lake view for 3 nights as wanted the end of our stay to be very relaxing peaceful & luxurious. A day before arrival we confirmed our arrival time which was acknowledged. Upon arrival there was noone available to check us in, apparently they were at a meeting according to the door boy. We waited for an hour before we complained.eventually some1 came. I paid the room and the extra 5% card charge (nowhere else in Vietnam were we charged for paying by card).Then the staff couldn't find the key card.they then took us up to a tiny dirty twin room. We told them this is not even close to what I've booked. They pretended they were looking into it, but it was clear they had something up with the room but they wouldn't admit it for another at least 1/2 hr or so of arguing.Took them 2 secs to take the room charge but when it was time to admit fault that wasn't so quick. We were told the room I booked 2 months prior wasn't available even though they can see my booking and took my money for it.. then they said there was some issue the day b4 & someone had to stay for longer.we were told for 1 night we can stay in their exec room then next day move to the 1 we booked. As I had already paid for the suite I wasn't happy with this but was willing to look at their alternative. (I knew what that room actually looks like). They took us back to the same shabby twin room they wanted to give us before (half the size of their exec room). She then said when I asked whether she was for real or if this was a joke or an actual scam that this is their exec twin room and they can push the beds side by side so its then a double. This was where we had enough and had to get the manager. I'm no Karen but definitely don't like when someone's treating me like an idiot and trying to scam us. I paid £270 for the 3 nights... After a while they came up with the story that somone fell ill that afternoon so that's the reason they don't have the room. The manager showed us a more decent room (not the one the other staff member was talking about, but a decent one) and offered us a refund for the difference for day one (in cash and made me cancel my booking through booking.com so can't post review there...clever ;) ) and a %discount for the other 2 days which we eventually accepted as we had no other choice and had no energy to argue further or look for another hotel. In the end we had a decent enough stay after the initial hick up. However...this type of staff behaviour was totally unacceptable and is something we unfortunately experienced in a few places in vietnam. The lady who was quick to take the money but tried to scam us with the room and lied to us multiple times with a smile was the same that made me write a review on booking.com at our initial stay..Hana.. I think their scores are so high on booking because of this tactic.Essentially our stay was ok, but defo not 4 star value and I would never come back.The hotel is a bit run down in places. Rooms have mould in the bathrooms.Cleaners @ check out report you used bits from the minibar when you haven't..if they had told us at our arrival about the issue with the room prior to paying and hadn't lied or tried to scam us I wouldn't have written this review but I believe this is bad customer service and very counter productive for...

TRUST THE NEGATIVE REVIEWS! We reserved at the Luxe Paradise Premium Hotel and Spa via Booking.com from 10 to 16 August. On 10 August, we were contacted via Booking.com asking for our arrival time. Then, 20 minutes before our scheduled arrival time, they sent us a WhatsApp text to inform us that the room was no longer available due to serious electrical and air conditioning problems. They offered us a one-night stay at another hotel in their chain (without mentioning its location), they offered us a 20% discount on the first night with the intention of welcoming us to the hotel we had booked the following day and guaranteeing us use of the swimming pool and breakfast services (which were not available at the new hotel). We suggested moving to an available room that we had seen on Booking.com. They replied that they were fully booked due to a technical problem with Booking.com. Once we arrived at reception, in order to give us the new room in the other one, they forced us to cancel our reservation on Booking.com, saying that it was the only way they could provide us a new accommodation. We asked several times if we had understood correctly, if we had to cancel ourselves, if that was the correct procedure. Anyway we did it and, despite our repeated requests, they did not provide us with any type of contract or document mentioning the expected price, the number of nights booked, etc. After viewing the replacement accommodation, we proposed staying at the other hotel directly, saying that we were NOT interested in using their breakfast or swimming pool services. They reiterated that we could use these services at any time and that, whenever we wanted, they would call and pay for a free taxi to take us to the hotel in order to enjoy breakfast and swimmingpool. The next morning, when we went down to reception at the new hotel, we had to explain who we were all over again. We asked for a free taxi to take us to the hotel, they call it but then the taxi driver asked us to pay. When we arrived at the Luxe Paradise Premium reception, they paid the taxi driver, but they told us that from then on, we would have to pay for the taxi ourselves. This was fine, as we had no intention of going back and forth to enjoy breakfast or the pool without a room to stay in. We reiterated this, and they gave us a price excluding these two services (again, a verbal agreement). It was only after three days that we obtained a written document confirming our six-night stay at the hotel. In the following days, we passed by the hotel, because some friends were staying there: we met many other people who had had to cancel their reservations on Booking and were also very upset. When searching for and booking a hotel in Hanoi, we made the huge mistake of only checking the reviews on Booking. If you consult the reviews on Google and Tripadvisor, you will see that one in two negative reviews reports a modus operandi similar to, or identical to, our case. The positive reviews on Booking stem from the fact that they force customers to write positive reviews at the time of payment (they also try to brube our friends to have one!). These reviews are all very similar and superficial. Customers who, like us, are unable to stay despite having booked on Booking.com, are invited to cancel their reservation. This makes it impossible to leave a negative review on Booking.com They probably adopt an overbooking policy whereby only the customer who has paid the most will be able to stay. The remaining customers are redirected to another property, bypassing Booking entirely (we got the impression that the hotel where we stayed existed solely for...