Somerset Grand Hanoi — Hotel in Hà Nội

We walked here from our main hotel to take a trip down memory lane as we had previously stayed at the Somerset on a couple of other trips to Hanoi. This time we were staying in the old quarter as our tours were all departing from that hotel and it made it easier for pick ups and drop offs. We did however promise ourselves we'd take the walk back to the Somerset and Jaspas for dinner. Our memories of this location were revisited but it was lovely to see that many of our memories were still intact. The Somerset holds dear for us as we were there back in 2007 for adoptions and not only did we have a beautiful experience then but we made lots of friends and lifelong connections at the Somerset.

We walked through the hotel again and was lovely to see that the standards have been maintained and it looks as clean, fresh and wonderful as ever. We also took a stroll to the basement again and saw our old coffee shops, restaurants, and supermarket. We visited a few of the stores we shopped in back in 2007 and 2015 and enjoyed the fun of looking around.

Our final visit was to Jaspas for dinner. Many new items on the menu but some old favorites too. The staff are as friendly and fun as ever and the food and drinks were delicious. The spirit of the Somerset remains intact and I within I'd be happy to book here again. The pool area remains as clean and inviting as always and the tennis courts were ready for new players! All in all it was wonderful to see the hotel is being maintained to the high standards we remembered and the restaurant still delivers the variety of options to cater to all taste buds! Our meals were delicious (see photos) and tasty and everyone...

This hotel is not a 5 star hotel. The room was not clean or in good condition for the amount I was charged. Having just left the Citadines Marina Hotel the day before which we paid much less the standard was vastly different. The Somerset Grand Hanoi does not reflect the experience we have had at other Ascott hotels as we had also recently stayed at Somerset Vista Ho Chi Minh. We had booked this after having a wonderful experience at other Ascott hotels assuming to expect a similar quality in the same way you could expect a standard of quality with other hotel groups like the Marriot Bonvoy Hotel Group. See photos attached. They charged me almost twice the amount I originally paid when I realized I had booked the wrong date for May instead of March for a one night stay. They would not allow me to switch the dates and made me book the night through booking.com before willing to cancel the night in May knowing it was late at night and we had just arrived from Halong Bay with two young children. I had asked the staff to simply switch the night given it was 10pm and we were leaving at 6am the next morning. Most other hotels would simply switch the night when an error like this has been made. When I had checked the price two days before on their website for that date it was $165 CAD but due to being overseas I couldn’t book directly through ascott hotel group’s website as my credit required a two step authentication involving a text to my number/sim back home. I would expect much better customer service which added to the frustration of being charged almost double, $330 CAD for a room that was at best 2 star quality if being generous. The photos speak...

Pros: Amazing customer service! Great wifi (approx. 60 mbps). Right near a supermarket. Good facilities, both inside the hotel and inside the room. Umbrella and huge water bottle provided in the room. Right near the Hanoi Hilton (ex-prison), which was well worth a visit. It was my son's birthday when we were there, and they provided a gorgeous cake (AND paper plates, cutlery and candles) and more importantly, a heartfelt handwritten note.

Cons: Not very soundproof (although I acknowledge that it IS a city) re horns, sirens and noise from other rooms. Stupid combined washer/dryer (that literally never dries your clothes). Carpet worn and stained in parts.

HORRIBLE experience with the restaurant that is attached (Jaspas), although this is apparently outsourced so not really the fault of the Somerset Grand. However, I really feel our experience needs mentioning, as a warning to others. My husband ordered a chicken dish and it was only that my daughter wanted to taste it that hubby cut into it carefully. What he discovered inside (under the sauce etc) was completely RAW chicken. The restaurant quickly made another and explained that the original had been 'cooked' by an apprentice, which was why it was undercooked (but I think that's terrible, because an apprentice's work should be checked by someone higher up). We were a bit frustrated/annoyed that no part of our meal was comped and that we didn't actually receive a very sincere apology (rather an excuse). I will say, though, that prior to this, we'd had positive experiences...