Novotel Suites Hanoi — Hotel in Hà Nội

"At Novotel, we believe that quality time is about making everyday moments matter" So they say.... My family of 9 booked into this property after some hiccups at another property as they always say what u see is not what u get. So here it goes guys We reached the hotel by 12 ish AM greeted with a warm smile and not forgetting the standard greeting by Ms Thao Son . Registration was swift. She made our day by ushering us to the lift as well. She even upsell the breakfast package that out of 5 rooms we booked for 2 rooms. KUDOS Ms Thao !

Food Exchange - As we walked into Food Exchange the next day we were greeted with a smile from most of the staffs at dining. However she couldn't find our names after we were seated with our coffee and said that we did not pay for breakfast and even suggested it might have been for the second day. Which we insisted for them to check again. Knowing how reservations work for Novotel why was the list printed early in the first place whereby there might be late check in. Finally she came back after much calls and said our payment was in. This should have been avoided.

Front Office - After the breakfast I proceeded to the front office to let them know that I would like to maintain my room. Ms Hang (DM) was attending to another guest. After which when it came to my turn she didn't have any eye contact, no greetings or whatsoever. Even after telling her that I'm maintaining my room she didn't even look at me but nodded looking at her screen. Did she even hear me ?? So I watched her from afar if she did this to any other guest. Well it's purely racist !! She was okay with many others ( fair light skin) whom she served except me and my family. Totally unacceptable behavior from an Accor Staff. Racism is not acceptable !! Even on my last night I went down to get access to laundry floor saw the guest an Indian struggling with her. Upon seeing me she changed her behavior cos she already knew we have lodge a complain against her.

Housekeeping - though we didn't put the make up room or do not disturb why does your staff repeatedly press the 🔔 in the morning 8am ? We had to open and tell them not now and they placed the card to contact. Secondly we have the kichennete attached. Our cups were not even washed for both nights and let alone the plates were not nearly kept in the cupboard. We even placed our tips for their hard work. So pls tell me are these your standards of cleanliness?

Usually most hotel room will always be blocked out by the light by blinds or curtains. The room we stayed there weren't any blinds that blocked the daylight from the restroom area thus waking up early.

Engineering : The Aircon goes to central mode leaving the room with no air conditioning on both the days in the morning. Surely u can explain

Last but not least to the staffs who just joined and gave us your best service . Thank you ! I do hope you are an asset to Accor and pls maintain the standards. Also I hope the management takes serious action against Ms Hang the Duty Manager and watch her behavior towards...

Hanoi, 19/07/2025

This day last year, we stayed at Novotel Suites Hanoi the night before our daughter was born. We had to check out early that morning — off to the hospital to welcome her into the world. ^_^

This year, we returned to that very same room — 1202 — but this time, with our baby girl turning one. It’s hard to put into words just how meaningful that full-circle moment was for us.

We chose Novotel Suites Hanoi to celebrate her 1st birthday, and from the moment we arrived, we were reminded why this place holds such a special place in our hearts. The Accor team welcomed us with warmth, care, and incredible attention to detail — it felt like more than a celebration, it felt like coming home.

The event space was cozy and warm. Our daughter’s milestone was celebrated with so much love, not just from us, but from everyone who helped bring it to life.

A heartfelt thank you to the hospitality staff and event coordinators who made everything feel effortless and special. You supported us from start to finish, and we couldn’t have asked for a more caring, professional team. Our extended family members were truly impressed — and so were we.

Even our one-night stay was filled with thoughtful touches. The room was cozy and familiar, and the team had a baby cot — making it feel just right for our little one.

Thank you, Novotel Suites Hanoi, for helping us honor such a once-in-a-lifetime moment. We’re deeply grateful and would wholeheartedly recommend your team to anyone planning a special...

Indians Beware!! Unfortunate Racism experienced!! Last minute booked this hotel. It was King studio with kitchenette attached. I loved the large space room. Rooms cleaning service standard was excellent. Hotel Laundry service was very expensive but the plus point was our room can access laundry room on lvl 6 to dry clean our clothes FOC. Food wise only western and vietnamese food in restaurants. My disappointment was the front service counter manned by Ms Hang who is a duty manager. She seems to have issues with Indians from Singapore. She lacked the attributes of any service staff should possessed. She was extremely rude, unhelpful, displayed unhappy expressions, and kept interrupting her junior staff. I could see the junior staff was afraid of her. This seems to be a very toxic environment to work with when such duty managers are hired with zero personality to handle guests from different countries and imagine the junior staffs who are fearful of her behaviours. I did notice she handled the white skin guests with delight though. Honestly this type of staff should be at backend room handling admin matters only. Unfortunately the image of Novotel Hanoi will continue to be tarnished by such staff if actions are not taken. First time I am experiencing discrimination in Accor group of hotels. Nevertheless I will applaud the rest of the front desk staffs including Mr Thuy. Excellent service displayed and they definitely went beyond my expectations. They are a great asset to the company and deserves...