Pan Pacific Hanoi — Hotel in Hà Nội

My 4th visit to the PPHAN, this time travelling with my teenage niece and as on previous stays, I knew it would be a very relaxing, carefree vacation where I would be assured of a visit where everything was taken care of by the very outstanding service provided by the staff in the Executive Lounge. Prior to our arrival, the lovely Linh was in contact with me as she worked hard to plan a detailed itinerary for our 4 days 3 nights stay. ||We were greeted at the airport by a familiar face-Ha from the Concierge team. He welcomed us with open arms, delighted to have us return. Taking our bags, Ha led us to the waiting limousine and on the drive, answered any questions we had while asking after us and our family at home. A very quiet, humble gentleman, Ha is always very pleasant and caring, a true professional who expertly leads a team where one would be very well looked after. With Ha, we always knew we were in very safe hands as he took it upon himself to show us new places.||Throughout our stay, we were very impressed with the attention from the quiet and very unassuming Tham (Tina) and the jovial and very friendly Thinh (Thomas)- like Linh and Ha, these were faces that are always a delight to see as they always play a HUGE part in making our stay an outstanding and very memorable one. ||We were introduced to Duka, a new member on the Executive Lounge team who went out of his way to get to know us, very warm and welcoming as he greeted us and served us our welcome drinks.||The buffet spread in the Executive Lounge never fails to disappoint with a choice of both the local Vietnamese dishes and the more familiar choices that suits the Western palate. In addition at breakfast, one can order a hot meal from the breakfast menu-we tried the french toast, pancakes and omelette and each one was delicately prepared and presented and very much enjoyed by us. Linh, Tham (Tina) and Thinh(Thomas)are very experienced members on the team making each visit to the lounge at any time of the day one that is very welcoming and which we looked forward to as they were always genuinely very warm and pleased to see us and always ready to ask how they could be of service, whether it was to bring us a hot peppermint tea or to ask us after our day. ||Linh, Thomas and Tina were always there for us and the other guests, ready to share ideas about places we could visit. There were also moments when they just stopped to chat and these were special times we looked forward to as we got to know them better.||Linh, Thomas and Tina would be the faces we would hope to continue to see on each visit as they go out of their way to make guests feel special. Without them, a visit to the Executive Lounge would not feel the same like when we visited late one evening, hoping to return a plate from our room but they were not on duty. ||Returning to the PPHAN does feel like coming back to our home away from home when in Hanoi, with familiar faces like the lovely Ha and his Concierge team and in the same way, the few we have come to know and who are still there at the Executive Lounge. Over the years, we have observed other outstanding staff leave as part of furthering themselves on their career path.||Forr us we hope we can continue to look forward to the more senior staff who have taken the trouble to get to know their guests so well to continue to be around. Little things learnt and remembered about us like planning a trip to get our favourite ground coffee, spring roll ingredients or fish sauce and instant pho were remembered and initiated by these outstanding members of the team-Ha, Linh, Tina and Thomas and it would feel very different if we do not see them on future visits, a HUGE reason and part they play I believe that sees returning guests.||On this visit, I complimented Linh in how she stood out as being one who would be perfect in the role of a Personal Butler or a Line Manager in an Executive Lounge seeing how she has grown in her experience in her role from when I first got to know her when she was an intern. She has the qualities of one who is able to very expertly manage a team while meeting the unique needs of each guest as she truly enjoys and is dedicated to what she does. Like Thomas and Tina, Linh demonstrates a special warmth towards their guests.||At all times, the warm and very sincere welcome from the three-Thomas, Tina and Linh, makes the PPHAN the place to recommend to other visiting guests.||Something else that I was very appreciative of on this recent holiday was the care and attention I was given on my second afternoon when I was unwell. Tina had a piping hot bowl of congee prepared,Thomas was quick to make a peppermint tea and in the morning, plain toast and tea was |served in the room by Linh followed by a hot ginger tea prepared by Thomas. These tiny but very genuine gestures are what makes a team feel like family. Ha was also enquiring after me during the day, and checking to see what he could get for me. A very special team of outstanding members like them who while very experienced in what they do, go the extra mile to make returning guests feel like part...

Not all Pan Pacifics are created equal. This location has the best customer service. Everyone was so very nice, and I spoke to many of them as I had so many problems.

Rooms: The rooms are a bit dated with random things not working that are different in each room.

club access: we went to have breakfast here which has a smaller selection but had all the vietnamese choices. this is nice on the weekend when the main restaurant is full. we also came for their afternoon snack time which didn't have a big selection of snacks but was good. the cocktail hour served dinner too. everyday the entrees changed which was nice. the staff here is super nice and i would like to say how superb they were but i have misplaced the card with their names on it. However, when I had a complaint about something not in the club and asked for a manager, they could not manage and disappeared. Like it was great service up to the end when I wanted to comment something in housekeeping. (Im going to add this here so that the management can see this but it doesn't have to do with the club. when i asked for a change in blanket, housekeeping came right away but left things: didn't take the dirty blanket, left the plastic bag the new blanket came in in my bedroom, left some folded sheet on the counter and another set on the sofa.)

breakfast hall: this has a huge selection of food and many hot to order items. Loved it all. Besides Vietnamese selections, there was continental, japanese, indian, arabic, indonesian. It was fun to try but I ate everything vietnamese. The servers are super nice and very quick.

the pool: it's pretty basic olympic style swimming pool. no shallow end. The glass ceiling can be opened and closed, so on a cold day the pool area is warm but they open it when it's nicer weather. The pool is always heated.

the gym: I did not go in but I can see it while swimming and lots of people were using it.

The spa: book in advance as they can only take up to 4 people at a time. We took 3 at one time. The rooms are a little odd in that there is a glass window so that someone walking by can look in. However, they expect me to undress in the room with the window wide open. If you are not tall you cannot see. But my 6 foot tall husband could easily see in if anyone was naked or undressing. There is a small shower tall but it's very hard to undress in there as it's standing room only. My husband comments that his massage was not great. Mine was good but 10 minutes short of 60 minutes. and my moms probably got the worse as hers coughed on her which she was behind her and my mom could feel the cough land on her multiple times. No, she wasn't wearing a mask. They have you fill out a form and watch as you fill it out. My mom gave her 1 star and she glared at my mom. However, the price is not expensive.

the conceirge: they are all quite helpful and super nice. The restaurant they recommend was a bit fancier than what I wanted for a simple meal. SO, my suggestion is to just go behind the hotel there is a lake and lots to eat and drink along there. They also would talk to my grab drivers for me as the app keeps putting my pick up point along the street versus at the lobby.

the phone customer service: these are the people with the best service. Whatever I asked for, they understood and took care of it right away.

rooftop bar: nice view, space wasn't big, cocktails overly sweet.

the hotel was probably grand in it's hey day but it's a little worn now, you can see it in the hallways and rooms if you look more than a quick second. However, the service makes it a wonderful experience. The location is really good, with lots of food and drinks walking distance...

We had a pleasant 3-night stay at the Pan Pacific Hanoi Hotel in October 2024 during our family vacation in Vietnam.

Location: (7/10) The hotel is located slightly outside the city center, around 2-3 km from the Old Quarter. While it's not in the heart of the action, the peaceful surroundings provide a nice escape from the hustle and bustle of the city, and transportation options are easily available.

Ambiance: (8/10) The hotel’s ambiance is impressive, with a modern and sophisticated design. The contemporary decor and calm atmosphere make it a great place to relax after a long day of sightseeing.

Reception: (8/10) The reception staff was warm and courteous, ensuring a smooth and hassle-free check-in. Special thanks to Ms. My, who went above and beyond with her soft-spoken, helpful nature, making us feel welcome right from the start.

Rooms: (9/10) We stayed in a Deluxe room with stunning views of both the lake and the city. The room was spacious, immaculately clean, and thoughtfully designed, maximizing space and comfort. The bathroom was equally spacious and spotless, complete with a bathtub, adding a touch of luxury to our stay.

Amenities: (8/10) The hotel offers several amenities that enhance the guest experience, including a well-maintained swimming pool and a fully equipped gym. These facilities contributed to a relaxing and enjoyable stay, especially after exploring the city.

Dining: (8/10) Pan Pacific Hanoi offers multiple dining options, and the breakfast spread was particularly impressive, with a wide selection of cuisines catering to different tastes and preferences. Whether you're craving local Vietnamese dishes or international fare, there's something for everyone.

Staff: (8/10) The hotel staff was consistently courteous, attentive, and always willing to help, which contributed to the overall positive experience. Their service added a warm and personal touch to our stay.

Value for Money: (8/10) Considering its spacious rooms, elegant ambiance, and attentive staff, the Pan Pacific Hanoi offers excellent value for money. The breakfast alone is worth highlighting for its variety and quality, and the peaceful location is perfect for those looking to unwind while still being close to the city’s main attractions.

Disappointments: None that we can recall—our stay was smooth and enjoyable from...