Pistachio Hotel Sapa — Hotel in Sa Pa Ward

*I traveled around Asia, Oceania, and Europe, and never have I experienced anything as terrible as this at any hotel, which is why I feel compelled to write this review to prevent others from facing similar issues. If you plan to stay here, you should record every step of the process and document the room conditions thoroughly. Do not trust any staff members blindly. Let me start by explaining the check-in process before going into the nightmare that followed.

They insisted I call Agoda directly to verify the booking just because my name didn't match the reservation name exactly. I had never encountered this issue at any other hotel before. I explained that I had mistakenly used my nickname instead of my legal name at the time of booking, and I showed them the confirmation email, reservation number, Agoda app, and the receipt proving payment was completed. But the staff member with glasses insisted that I contact Agoda to change the name. I explained that my English was limited, but she simply handed me the phone, asked me to speak with Agoda, and walked away. When I protested, she finally explained the situation to Agoda on my behalf.

The cleanliness was shockingly poor. Upon entering the room, I found a green blob on one of the bathrobes, which turned out to be someone else's dried mucus. In the bathtub and bedding, I discovered thick, black hairs—not just strands of hair, but actual body hair.

The noise level is extremely high. From the lobby to the guest rooms, you can hear everything in the hallway. While I understand the staff are working hard, there is no need for their radio communications to be audible to guests in their rooms.

Finally, the incident that led me to write this review was with room service and the restaurant supervisor. While delivering my room service order, the staff member accidentally dropped a dish while moving it from the cart to the room. After apologizing, they said they would remake the meal and bring it back. On the last day, when I went to settle my room service bill, I noticed they had charged me twice. When I raised this, the staff called the male restaurant supervisor, who brazenly claimed it was my fault for closing the door while he was carrying the dishes. He lied, saying it was my action, not his, that caused the accident. When I loudly insisted that he stop lying, he got angry with me and left through the emergency exit. (I later learned he wasn’t just any staff member—his business card identified him as the restaurant supervisor.)

I demanded they check the CCTV, and although they initially claimed the room angle wouldn’t show the incident, I pressed hard. An hour later, they finally reviewed the footage and confirmed that the restaurant supervisor was indeed at fault. They agreed to only charge me for what I owed.

Throughout this ordeal, only one receptionist and the doorman made any effort to calm me down. I requested to speak with the hotel manager, but I was told he was too busy to be reached. I left a handwritten note (in Vietnamese) for him, asking it to be delivered, but even after checking out, I have yet to receive any formal apology, email, or follow-up from the hotel.

After experiencing this, I found myself wondering if the hotel holds any prejudice against customers from certain countries, so I looked into reviews from people of other nationalities. Shockingly, I discovered that others had faced similar issues, such as being charged for damages they didn’t cause or for additional fees they shouldn’t have had to pay. Some were even charged for damages they hadn’t caused.

In my case, I was able to prove my innocence thanks to CCTV, but what if that hadn't been an option? If you're reading this and thinking, "This can’t be real; this person must be exaggerating," I have some advice: 1) document everything from the moment you step into the hotel as objective evidence, and 2) remember that "accidents" are called that because they are...

Location was good and we had a beautiful view from our room. The shower was a little worn but the room was clean. I thought it was odd at first that they needed to put a long list on display in an acrylic stand showing how much everything costs if you take something.

The customer service here is what kills it for me. For as many tourists that stay here and a lot of us getting booked here by travel agencies, I would have hoped for better English speaking staff. I read through their amenities book and it said you can request a late checkout. I requested to check out an hour later and they said they couldn’t accommodate because our rooms were already booked for the night and they need to prepare it. So I said okay I’ll check out as normal then.

I go to check out on time and they ask me to wait 5 minutes because they literally have the maid go check your room to see if anything is missing so they can charge you. They told me a bathrobe is missing. I said no I used one but did not take it. I placed the robe on the bathtub. They kept telling me they couldn’t find it and looked everywhere for it which I thought was odd because I was certain I put it there on the tub. I said maybe the maid mixed it up with the dirty towels. I was in a rush to meet my family for lunch and said I would be back to get my luggage. The receptionist said okay we’ll let you know if there’s any issue when you get your luggage later.

I come back at 1pm with my family to get our luggage and they’re still claiming they cannot find the missing robe. I asked if the room was cleaned? They said no not yet (this part annoyed me since I requested a later checkout).

My husband and I went with the receptionist to our room. The robe is where I said it was. I grabbed it and showed them. They said no that’s not it, there’s another missing robe. This is where I’m even more frustrated. The maid is claiming she is certain she put 3 robes in our room. This is the first time I heard there were 3 robes. I told them no when we arrived there were only 2 robes. They said this room is for 3 people so there were 3 robes. The room was for 3 people. They mixed up my room with my sister’s room and we weren’t even supposed to get this room originally. The original room wasn’t ready so they gave us this one instead. They also claimed that there were 3 robes put into my sister’s room. When I checked with her she said no her room also only came with 2 robes.

The staff didn’t believe us and literally didn’t want to let us leave until we paid for this so called missing 3rd robe. I was not trying to be difficult, but I really don’t appreciate being accused of stealing when I’m a paid guest at this hotel. My sister got into it with them as well. They made her sign a note saying she is claiming there were only 2 robes when their maid claims 3. They held us up for so long over this robe debacle that we almost missed catching our bus to our next destination.

Customer service really should be about putting the customer first. For a 4 star hotel, I’m expecting much better service.

Other things to note was the breakfast was okay. The pastries were dry for me. I enjoyed the rice noodle dishes and...

Title: Unforgettable Stay at Pistachio Hotel: Breathtaking Views, Exceptional Staff, and a Spectacular Infinity

During my recent visit to Hanoi, I had the pleasure of staying at Pistachio Hotel, and I must say it exceeded all my expectations. This hotel offers an unforgettable experience with its stunning views, a team of exceptional staff members, and a one-of-a-kind infinity pool that will leave you in awe.

Let's start with the remarkable staff at Pistachio Hotel. From the moment I arrived, I was greeted by friendly and accommodating staff members who made me feel like a valued guest. One staff member, Nam, stood out with his exceptional bartending skills and warm personality. He went above and beyond to create a welcoming and enjoyable atmosphere at the hotel's bar, ensuring that every drink was crafted to perfection. Nam's attentiveness and knowledge of mixology truly enhanced my overall experience.

Now, let's talk about the views. Pistachio Hotel is situated in a prime location, offering breathtaking panoramic views of the mountains . The hotel's well-designed architecture allows for unobstructed vistas, which are particularly stunning during sunrise and sunset. Whether you're enjoying a meal at the rooftop restaurant or simply relaxing in your room, the captivating views of Hanoi will leave you mesmerized.

One of the standout features of Pistachio Hotel is its awe-inspiring infinity pool. This pool is truly one of a kind, offering a seamless blend of luxury and natural beauty. As you swim, it feels as if you're floating above the great mountain views , surrounded by panoramic views. The pool area is well-maintained, providing ample loungers and a serene ambiance to unwind and soak in the beauty of your surroundings. It's an experience that will undoubtedly create lasting memories.

In terms of accessibility, Pistachio Hotel does an excellent job of catering to the needs of all guests. The hotel is equipped with facilities to accommodate individuals with mobility challenges, ensuring a comfortable and inclusive stay for everyone. The staff is always ready to assist with any special requirements or requests, further enhancing the accessibility and overall guest experience.

In conclusion, Pistachio Hotel in Sapa offers an extraordinary experience that combines stunning views, exceptional staff, and an unforgettable infinity pool. The dedicated and friendly staff, including the talented barman Nam, create a welcoming and personalized atmosphere. The breathtaking views of the city, paired with the unique infinity pool, make for an unparalleled stay. Whether you're a business traveler or a tourist, Pistachio Hotel is a top choice for a remarkable and memorable...