InterContinental Halong Bay Resort by IHG — Hotel in Hạ Long City

A Terrible Experience at Intercontinental Ha Long – My Family Was Forced to Leave Despite Full Payment

On August 18th, my family decided to end our summer holiday with a trip to Ha Long and chose Intercontinental Ha Long – a brand we trusted for its international reputation. Unfortunately, what should have been a joyful family getaway turned into one of the most disappointing experiences we have ever had.

We booked a room through an agency connected with the hotel at the price of 3.6 million VND per night (original price 6 million VND) and fully paid in advance. • 2:00 PM: At check-in, the hotel staff told us that the booking must be under the original guest’s name, but if the agency could support a name change to ours, we would be allowed to stay. After some discussion, the hotel handed us the room keys, and we checked in without further issue. • After settling in, our family went to the beach. • 5:00 PM: Upon returning, we were shocked to discover that our room had been locked by the hotel. The staff then informed us that since the booking was not under our name, we could not continue staying. • Even after I contacted the agency to change the name, the hotel insisted that we must book a new room at the full price of 6 million VND in order to stay. When I refused, they demanded that we check out immediately and even asked us to pay an additional 3 million VND “usage fee”, despite the fact that the room had already been fully paid for in advance.

In the end, my family had no choice but to leave the hotel around 7:00 PM and look for another place to stay. This completely ruined what was supposed to be the last joyful holiday of the summer for my children.

I find this behavior from a hotel under the Intercontinental brand (IHG) to be extremely rigid, unreasonable, and unacceptable. Instead of prioritizing customer experience and handling the situation with professionalism, the hotel placed us in an unfair and frustrating situation.

I am sharing this experience publicly to warn other travelers and sincerely hope that Intercontinental Ha Long and IHG will provide a formal explanation, a full refund, and a proper apology...

Read about the news of the grand opening of Halong Bay Resort, we were thrilled to arrange for a trip to actually stay at this very place. You will first be amazed by the stunning lobby, where you can easily view the panoramic view of Halong Bay.

The receptionists are courteous and introduced us to all the basic info in this facility, with welcome drinks served right away. We are led to the spacious room, and everything is brand new, and the view from the room is phenomenal. Dining staff, either in the morning or in the evening, are all dedicated to providing excellent and considerate service to elevate your stay experience.

The food provided here has exceptional and delicate qualities, integrating techniques curated by the chefs and still preserving authentic Vietnamese flavors. We had a three-course dinner at Marina Kitchen, and were amazed by the flavor profiles in dishes like crab fried rice and beef luc lac; they are subtle and pungent in a comfortable way. The buffet breakfast served here also demonstrates variety, diversity, quality, and deliciousness. You can easily enjoy great food with the magnificent view simultaneously.

We were greeted by guest relations supervisor Min Nguyen before checkout, and she helped take our photos, and we had a short talk about the stay experience. You can easily comprehend the team's philosophy behind guest services, and the whole team is capable of providing professional ones. The dining team waiters and waitresses are all demonstrating their thoughtfulness and attention-to-detail capability with their caring service. We would also like to appreciate the assistance from Ms. Anh from reservations and Ms. Eirene from service, they had provided great support in accommodating our request during the booking period.

Thank you all for providing us with unforgettable experiences during our stay. We would really love to stay here again...

Just two months into its grand opening, InterContinental Ha Long Bay already feels like a polished gem along Vietnam’s most iconic seascape.||Our journey began in Hanoi, a three-hour scenic drive away. While Hai Phong would have been a quicker entry point, limited flights made Hanoi the natural choice. By the time we arrived—close to 9 PM—the warm embrace of the team immediately set the tone for our stay.||The guestroom was immaculate—an interplay of modern technology, understated elegance, and sweeping views of the bay. A generously sized balcony became our private stage to admire the vast horizon, while a welcome spread of nuts, artisanal cheeses, and chilled Billecart champagne offered the perfect touch of indulgence.||Morning unfolded with a journey across the bay itself, seamlessly arranged by Thuyen, the ever-energetic Chief Concierge. Despite the weather’s unpredictability, his thoughtful guidance ensured we enjoyed Ha Long’s timeless beauty to the fullest.||Back at the resort, Marina Kitchen set a new benchmark for breakfast indulgence. An extensive array of culinary stations captured both local and international flavors, with the “Library” corner—featuring premium cold cuts—becoming my personal haven.||Afternoons led us to the Club InterContinental Lounge, a refined sanctuary offering bespoke cocktails, fine wines, and an exquisite rotation of canapés. Here, Henry’s genuine hospitality and intuitive gestures epitomized the spirit of modern luxury service.||But perhaps what truly defined this stay was the seamless choreography of warmth and detail. Mr. Hai and Mr. Toan of the F&B team orchestrated experiences that elevated every moment, transforming a beautiful stay into an unforgettable journey.||For those seeking a contemporary luxury escape with an authentic sense of place, InterContinental Ha Long Bay promises to be the...