Meliá Hanoi — Hotel in Hà Nội

I chose Melia Hanoi after a lovely stay at their hotel in Hue. Traveling alone, I was looking for essentials that help you feel at ease far from home: cleanliness, a sense of safety, warm hospitality, and a few extra comforts to make the stay feel special. I didn’t mind paying more—as long as I could count on those things.

Check-in experience: I arrived early and just wanted to store my luggage and relax with a coffee. The entrance was busy, and the receptionist spoke very fast, offering an upgrade to The Level floor. I accepted it—mainly because it included breakfast—but the way it was presented felt more like a sales pitch than a welcome. She didn’t explain anything about the hotel (no info on spa, restaurants, pool, etc.), just sent me up to the 20th floor and told me to wait at The Level lounge. My luggage was left unattended to the side, which I didn’t expect at this level of hotel.

At The Level Lounge, the atmosphere shifted. The staff upstairs were warm and professional. I was offered drinks and snacks while I waited, and they let me know when my room was ready. Later, a fruit plate was sent to my room—such a sweet gesture. Still, the rushed, impersonal check-in left a lasting impression. It didn’t feel like I was being welcomed—it felt like I was being upsold.

The Room: Quiet, cozy, and clean. I slept so well. The bed was huge and comfy, the curtains blocked all light, and the bathroom—while functional—could use an update. The shower head had some limescale, and I’m not a fan of carpet, but there were no bad smells. All in all, peaceful and comfortable—just what I needed.

The Level Lounge: This was the highlight of my stay. Elegant, calm, and quiet—like a peaceful little world above the city. Breakfast and happy hour snacks were delicious. The view, the quiet, the atmosphere… I really loved spending time there.

And now, the best part: the people at The Level Lounge. They are the reason I would come back. Thoa, Tu, Thao, Mr. Chau—thank you. From my heart. You were amazing. Every day you greeted me with smiles, warmth, care. You made me feel welcome and safe. You gave me the feeling that someone sees me—not just a guest, but a person. On my last day, when I had a very late flight, they helped me with everything. Made it easy. Made me feel like I was still at home even after check-out. I won’t forget that. Also, Long (bartender), thank you for the delicious cocktail!

The Spa: Honestly very disappointing. No one explained anything about it, and when I tried to use it, the staff were uninterested and unhelpful. I had to ask multiple times just to get directions and a key. The space felt abandoned. Jacuzzi didn’t work properly (no bubbles), the steam room had a bad smell, and the sauna was tiny. I stayed 10 minutes and left.

Gym & Pool: I didn’t use them, but had a look. The gym looked clean and well-equipped. Staff were friendly. The outdoor pool looked nice too.

Ground Floor Bar: Stylish, luxurious atmosphere with lovely cocktails and a great selection of desserts. Staff—Lan, Thao, and Khang Phi—were friendly, sweet, and very professional.

However, the space was more energetic than The Level lounge, since it’s right next to reception. Two small issues: the air conditioning was uncomfortably strong (I had to leave one evening because I was freezing), and on my last day, a very strong grilled meat smell from the nearby restaurant filled the whole floor. It was overpowering and really took away from the otherwise refined vibe.

Final thoughts: The Level lounge experience? Truly 5 stars. But the hotel overall has some areas to improve. It’s large and often feels like a busy building with people constantly coming and going. You don’t get that warm welcome feeling the moment you arrive—and that matters in a luxury hotel.

There’s potential for excellence here, but I’d love to see improvements in the spa, better first impressions at reception, and more thoughtful communication overall.

Still, the staff I met—you were the five stars of my...

This is my 4th time staying at the Melia Hanoi and up until now, it was my favorite hotel in the world. I'm back in Vietnam on business and am finally able to bring my family over with me. We've been touring the country for 2 weeks and have stayed at Melia properties throughout Vietnam for the past 4 nights. I insisted that my family has to stay at the Melia Hanoi with The Level benefits and joined Melia Rewards a while ago just to be able to use points to afford this stay. I've been talking for months about how this will be the best hotel experience of their lives. Unfortunately, things fell far short of expectations prior to checking in and also upon checking in.

First, Vietnam Airlines canceled our flight into Hanoi and re-booked us on a later flight that would not allow us to arrive at the Melia Hanoi until about 10 pm -- well past the time that The Level serves food and drinks. I emailed ahead of time to inquire if my room rate (we booked 2 rooms on The Level) could be adjusted since we, due to circumstances beyond our control, would not be able to enjoy the amenities of The Level. The answer was a very firm no. That didn't seem like customer service befitting a 5-star hotel, but OK. I emailed asking if perhaps we could have some snacks upon arrival since we would now be traveling through dinner time. There was no response concerning that inquiry. Also odd for a 5-star hotel who has always provided me impeccable customer service.

Upon checking in, we did so on the 20th floor which is customary for a room on The Level. There we were offered a drink, which included a beer. We were not offered snacks, but I did sneak a plate of cookies from a jar that had been pushed to the side after the evening food service. No food, even something simple like a cookie, was actually offered to us. We finished our one drink then moved to our rooms to unpack. After unpacking, I went back to The Level hoping to get another beer to settle down for the night. There, I was told that I could not have another complimentary beer -- I would have to pay for it instead. The fact that a beer here is relatively cheap didn't matter to me...it was the principle behind it, so I declined to pay for another one.

When it's all said and done, I've essentially paid for two very expensive hotel rooms and only have one beer and a cookie to show for it. I'm here for three nights total and am already wishing I would have tried one of the other 5-star hotels in the city.

Business will bring me back to Hanoi many more times over the next 6-8 months, but I won't be staying at the Melia again. Kind of heartbroken about it, if I'm honest. Try another American 5-star chain while you're here. Stayed at the Sheraton Riverside in Ho Chi Minh City and the service there set the standard. Maybe try the...

From the moment I stepped into the hotel, I knew I was in for an extraordinary experience. The hotel not only met but exceeded my expectations in every way, offering an amalgamation of luxury, accessibility, and top-notch service.

Room: The room was nothing short of amazing. Spacious and immaculately clean, it was designed with a keen eye for detail. The bed was incredibly comfortable, adorned with high-quality linens and a selection of pillows that guaranteed a good night's sleep. State-of-the-art amenities, including a smart TV, a minibar stocked with a variety of beverages, and a well-appointed bathroom with premium toiletries, added to the overall sense of luxury.

Enjoyable Experience: The ambiance of the hotel was thoroughly enjoyable. Whether it was the soothing background music that greeted you in the lobby or the tasteful art that adorned the walls, every element contributed to a sense of relaxation and well-being. The hotel also offered a range of recreational facilities, including a well-equipped gym and a serene spa, ensuring that there was never a dull moment during my stay.

Accessibility: One of the standout features of this hotel is its prime location. Situated in the heart of the city, it offers easy access to a plethora of restaurants, shopping centers, and tourist attractions. Public transport was readily available, and the hotel even offered shuttle services to major points of interest, making it incredibly convenient for guests to explore the city.

Service: The service was exceptional. The staff went above and beyond to ensure that all my needs were met. From the warm welcome at the reception to the prompt room service and helpful concierge, every interaction was marked by professionalism and a genuine desire to enhance my stay.

In conclusion, this hotel offers a perfect blend of comfort, enjoyment, accessibility, and exceptional service. It sets a high standard for what a hospitality experience should be. I left feeling not just satisfied but truly pampered, and I am already looking forward to...