KK Sapa Hotel — Hotel in Sa Pa Ward

We stayed in this hotel from 1st to 5th August - 2 ladies. First 3 days were uneventful. Spacious room, amazing views and beautiful hotel. We chose the premium valley room that enabled us to soak in spectacular mountain views. Some of the staff were genuinely kind and helpful whom I am thankful for. Had a relaxing head massage session done in their Dao spa located on the 11th floor. Breakfast spread had muslim friendly options for us. ||||Unfortunately, things took a turn from the 4th day. We went to the cafe in the evening, soaking in the beautiful view with a nice cold vietnamese coffee and tiramisu. Once we were done, handed the cashier a 500, 000 bill, got my change and left. Near the lift, i checked my change and the receipt - noticed that I only had about 30,000 dong returned. Puzzled, I went back to ask the cashier about the change and was already feeling uneasy because I did not want to seem like I was blaming the worker/causing him unnecesary distress when it could have been my fault for overlooking the bill. When I asked about it, the staff that handed me the change took out a 200, 000 bill from the register and stated that I gave him a 200, 000 bill. He also pointed up towards the camera facing the cash register and I felt embarrassed and immediately said 'oh okay, just to check' and left. Did not even show the receipt and the change that I was holding on to. Near the lift again, I distinctly recall that I was supposed to have only ONE 200, 000 bill in my wallet, as that bill was a change from a kind grab driver, who went around asking for change on my behalf, because he did not have a 200,000 bill on hand. To my dismay, I did have a 200, 000 bill upon checking my wallet again. I was very confused and pre-empted myself to politely ask the staff to check the camera again to help with own sanity. I went back to the cashier and saw two of the staff counting money at the cash register. When the staff (that gave me my change earlier) saw me, immediately gave me 3 notes/ 300, 000 and apologised before I even uttered a word. I was perplexed and started to feel angry - could not think straight and sincerely could not help wonder if it was actually an honest mistake by him. The other staff beside him, did not lift up his head once to make eye contact with me and continued fixating on the cash register. ||||During our stay, I had ordered room service thrice and for the 1st two, I asked to pay in cash immediately upon food delivery. First delivery was by a lady and the other two deliveries were by men. First two times, staff ||asked me to pay during check-out and I asked if I could just settle it now instead. When they agreed, I insisted for the 1st two staff to please keep the change and touched my heart to gesture my thanks for the delivery. Both staff were very appreciative and thanked me. For the last delivery, two men were present (one joining in later when i asked if I could pay now). They asked again to settle the bill at check out and when I asked to pay now like the first two times, I think they could not understand me so I said 'I can pay during check out, no issue thanks' and took a picture of the bill. (Last two room services were similar with 2 pasta orders and one dessert order - priced exactly the same at 445, 000 dong). ||||During check-out on the last day, the lady staff presented me with an invoice stating that I have two bills to settle (2 orders of 445, 000 dong) and I showed her my picture and said I only had one to settle, to which she said she will go check with the restaurant and get back to me. Meanwhile, she asked me to go ahead and pay for one of the bill - I did. She did come back later and said that she has checked with the restaurant and I had indeed already paid for the other order. This whole thing would not have been an issue, HOWEVER, whilst talking to me about this bill payment, this lady staff communicated slyly with another 1 or 2 more male staff in Vietnamese at the counter, exchanged weird glances, smirked especially when telling me about 2 charges, which made me sceptical and very uneasy. I felt the same weird feeling when I received the wrong change the previous evening. When the lady staff went to check at the restaurant on my invoice, the male||staff were glancing at me and smirking whilst talking to each other. I could slowly feel myself become angry at this treatment and asked the lady staff if everything was settled and when she replied yes, told her about yesterday's incident regarding the change. I was very careful with my tone and when she apologised, I replied "I want to just inform about 'so and so', this is a 5 star hotel and I had one issue yesterday and now this (almost double charge). She did apologise multiple times which made me wonder if I was overreacting. ||||Then came the final straw which begets this review. Our driver to take us to Hanoi arrived and I grabbed my luggages on the way out. One bell-boy came to help with one of the luggages and raised his tone with me, "is this your car?" in an unfriendly manner. I was a little shocked but because I was addled with checking if this was the correct car/driver, I did not react to his poor behaviour instantly. Once settled I noticed the bell-boy depicting the SAME weird body language , smirking and communicating with our driver in vietnamese  while helping to load the luggages into the car. Upon seeing me looking at him, he stopped and his face froze. I became very angry and hopped on to the car without thanking him for loading the luggages. ||||On arrival to Hanoi, our driver insisted on a different payment than what was already agreed upon and seemed pretty adamant about it. Thankfully, I had the company number and the necessary personnel spoke to the driver and he stopped asking me for more money. After talking over the phone, he sheepishly stopped making eye contact with me and toned down his demenour. I strongly believe his behaviour was precipitated by whatever that was communicated to him by the bell-boy. ||||It was an absolute disappointment having gone through these events and it almost even seems like borderline harrassment by this handful of staff from a 5 star hotel. ||||I also noticed while waiting during our check-out, this group of staff attending to a western family that came after us and speaking to them politely with no awkward glances/smirks. I am not sure if they 'targeted' us because we are only two ladies and seemed 'easily deceivable?'. I do hope no else goes through our unfortunate experience. ||||With everything said, there were other staff in this hotel, who were very kind, warm and made our stay a happy one. I sincerely hope they get the due recognition. ||||Would DEFINITELY not recommend ladies to stay in this hotel alone. How sad to even state this. ||||Funnily enough, no one came to discuss with us about above events during check-out, but I received personal email and message sent through agoda for feedback/ improvement the following day and on 08/08/25. I was not sure if the links provided would actually be published, so I went ahead without using their links, particularly to highlight above experiences for solo...

We stayed in this hotel from 1st to 5th Aug - 2 ladies. First 3 days were uneventful. Spacious room, amazing views and beautiful hotel.

Unfortunately, things took a turn from the 4th day. We went to the cafe in the evening and had a nice cold vietnamese coffee and tiramisu. Once done, I handed the cashier a 500, 000 bill, got my change and left. Near the lift, i checked my change and the receipt - noticed that I only had about 30,000 dong returned. Puzzled, I went back to ask the cashier about the change and was already feeling uneasy because I may be causing him unnecesary distress when I could have overlooked the bill myself. When I asked about it, the staff said I gave him a 200, 000 bill and also pointed up towards the camera facing the cash register and I felt embarrassed and immediately said 'oh okay, just to check' and left. Near the lift again, I distinctly recall that I was supposed to have only ONE 200, 000 bill in my wallet, as that bill was a change from a kind grab driver, who went around asking for change on my behalf, because he did not have a 200,000 bill on hand. To my dismay, I did have a 200, 000 bill in my wallet. I went back to the cashier and saw two of the staff counting money at the cash register. When the staff saw me, he immediately gave me 300, 000 and apologised profusely before I even uttered a word. The other staff beside him, did not lift up his head once to make eye contact with me and continued fixating on the cash register.

During our stay, I had ordered room service thrice and for the 1st two, settled the payment with cash upon receving the food. For the last delivery, staff asked to settle during check out and I agreed and took a picture of the bill. (Last two room services were similar with 2 pasta orders and one dessert order - priced exactly the same at 445, 000). During check-out, lady staff asked me to pay 2 bills initially but after checking, confirmed that I only had one bill to settle.This would not have been an issue, HOWEVER, whilst talking to me about this bill payment, this lady staff communicated slyly with another 1 or 2 more male staff in Vietnamese at the counter, exchanged weird glances, smirked especially when telling me about 2 charges, which made me sceptical and very uneasy.

I started to become angry at this treatment and told her about yesterday's incident regarding the change. I was very careful with my tone and when she apologised, I replied "I want to just inform about 'so and so', this is a 5 star hotel and I had one issue yesterday and now this"(almost double charge). She did apologise multiple times which made me wonder if I was overreacting.

The final straw was when our driver arrived. One bell-boy came to help with the luggages and raised his tone with me, "is this your car?". I was a little shocked but because I was addled with checking if this was the correct car/driver, I did not react to his poor behaviour instantly. Once settled, I noticed the bell-boy depicting the SAME weird body language, smirking and communicating with our driver in vietnamese while helping to load the luggages into the car. Upon seeing me looking at him, he stopped and his face froze. I became very angry and hopped on to the car without thanking him for loading the luggages.

I also noticed while waiting during our check-out, this group of staff attending to a western family that came after us and speaking to them politely with no awkward glances/smirks. I am not sure if they 'targeted' us because we are only two ladies and seemed 'easily deceivable?'. I do hope no else goes through our unfortunate experience.

With everything said, there were other staff in this hotel, who were very kind, warm and made our stay a happy one. I sincerely hope they get the due recognition.

Would DEFINITELY not recommend ladies to stay in this hotel alone. How sad to even state this.

Funnily enough, no one came to discuss with us about above events during check-out, but I received a personal email and message sent through agoda for feedback/ improvement the following day and...

Our Christmas holidays at KK Sapa Hotel were a huge disappointment. Booked a 3-night stay at the hotel. Could not get a Valley view room for all 3 nights as they were all fully reserved and they only had 1 night of the Valley View for us, we had to switch to the "City View" Superior Room. The rooms were all set up with an extra bed for our 12-year-old daughter. The 1st night, no issues. Good comfy room with a pretty decent view. The problem was the subsequent 2 nights which we were in the Superior City View room. The room was pretty much the same size except the balcony faced the "city view". Mind you, the 2-night stay in the city view room cost us almost twice the rate of the Valley room due to the holiday weekend surcharge. The problem was that this room faced the back of the hill and along a busy road. The 2nd night stay, there was a hotel across this busy road which were undergoing ID fit-out works and the noise was unbearable and kept going until almost 11 pm. Our balcony glass sliding door was barely keeping any noise out. The poor soundproofing is shocking. Total contrast with the room we stayed in on the 1st night. We called the front desk to complain about the noise and were told they couldn't do anything about it and that we "chose" the City View room. (We took photos and video evidence of the noise coming from hotel across the road from our balcony).The reply from the front desk was rude unhelpful and unbecoming from a hotel that was so highly rated on Agoda and other reviews. We did not "Choose" this room knowing its condition would be so noisy from the lousy soundproofing. It was no better than a regular cheap sub 50 USD room in terms of comfort and soundproofing. They charged me around 200 USD per night for the room. For that price, I expect a certain level of soundproofing that would keep out the road traffic noise (incessant honking) and construction noise.

We tried to check out a night early and get a refund back for the last night stay that we paid for. The hotel refused saying that we booked through Agoda. Otherwise we could get a refund. Called Agoda Customer service to help resolve the matter. They couldn't get our refund from the hotel either and offered their own compensation for our troubles. Gave us Agoda Cash of 63USD. We decided not to check out early and continued our stay. (Agoda still gave us the compensation either way).

So that was our Christmas holiday experience staying at a supposedly highly-rated hotel. The customer service was amateurish and unbefitting of a hotel of its high rating and seemed to be at best a 3-star hotel. (pricing was more like a 4 star hence I gave it a poor value for money rating. Their holiday and weekend surcharges were way too exhorbitant. We found out later there were plenty of other big hotels that did not apply such surcharges if any). The cleanliness in the room was okay. However, the lobby and corridor carpets are badly in need of deep cleaning. Upholstery of the common area sofas and sitting area required more cleaning as the stains and grimy look were unsightly. The buffet breakfast spread was quite large but the food quality was a bit of a hit-and-miss. They need to improve the soundproofing for their rooms particularly the main entrance doors (you can hear guests in the corridor talking and slamming of neighbouring room doors) and the balcony sliding doors. Definitely will not be returning to this hotel and also not recommending it. Overpriced and overrated, to be honest. Any positives? Well, the bedding and mattress were very comfortable but the extra cot's mattress wasn't so much. Watch out for the sometimes low water pressure and insufficiently...