Rated 3.9 out of 5 by 53
reviewers.
Rated 5 out of 5 by AdamJK excellent hotel, perfect spa!
This is a terrific hotel. The staff are exceedingly gracious and helpful, and the spa is one of the best I have visited anywhere in the world. It's not the fanciest spa, but the staff and treatments are amazing. They're also some of the least expensive massages I've had anywhere. Highly recommended!
May 15, 2013
Rated 1 out of 5 by UnhappySheratonHanoiGuest Stay Away! This is the Fawlty Towers of Asia
This is probably the worst hotel in the SPG range of hotels in Asia - and I have stayed in a lot of them over the past 10 years. Not because the facilities are old (they are, but so are many others in the range), but because the staff provide horrific service to the level of being incompetent - and to be frank not that nice, helpful and pleasant either. It is in truth like being part of a re-run of Fawlty Towers staying here. No piece of the service I experienced at the place was even to the level of "ok" in comparison with other SPG hotels: check-in was horrendous and insanely structured, the room had problems with air-con, which I had to fix myself - no other room could be found, the hotel Manager had no time to help (despite having time to be on the phone with the duty manager right in front of me), etc etc the disaster just kept going on and on ...and nobody apologised for anything at any point in time. Magic! No recognition of Gold or Platinum status either btw in check-in etc.
I made the mistake to try and actually get the hotel staff to recognise the service situation was not ok. It did not have the intended effect - rather than improving the situation, it just escalated how crazy the services became from the staff. Won't try that again. Feedback doesn't work here - in fact in backfires.
If you must stay here (corporate policy etc), my advice is to just go with the flow of whatever outrageous service or room or whatever odd they have planned for you, and take it as an experience and imagine your are really just enjoying your part in Fawlty Towers, Vietnam style. Something to tell spouse, kids and grand-kids about afterwards.
But of course if you have options I suggest you stay away. You do not want to experience the otherwise wonderful city of Hanoi staying in this hotel if you can help it.
I should say that in my view, this hotel is a clearly an anomaly in the SPG range - they are usually very good. The hotel is also an anomaly in Vietnam, because generally the people here are pleasant and kind.
I sincerely hope SPG gets in under appropriate control and management sooner rather than later.
May 8, 2013
Rated 5 out of 5 by Andre64 Outstanding services & facilities and pleasant experience
My recent stay in a exec floor room at the hotel was just outstanding. The staff was warm & friendly and provide excellent service.
The evening cocktails selections at the club lounge as well as the Chime bar was just outstanding.
With regards to the facilities, I think the you may want to consdier changing the color scheme of the Chime bar to a warm and brighter tone, (perhaps something similar to the exec lounge which almost looks charming and impressive day and night).
The gym will adequate will certainly looks better with some renovation and new line of equipment.
Look forward to be back soon in the near future
April 22, 2013
Rated 3 out of 5 by HanoiStay It was an OK stay
It was an OK stay for me. I did not think it was exceptional.
April 15, 2013
Rated 5 out of 5 by Gman Excellent experience
I was extremely impressed when I first arrived. Excellent greeting and friendly from the valet staff, greeter, and reception. I booked the club level and was checked in at the club lounge. In particular, the Club Lounge Manager, she was helpful in providing information regarding the historical sites to visit, map, and restaurants. She even went as far as calling a local clinic for me to get medication that was needed. Thank you to all.
April 26, 2013
Rated 5 out of 5 by window Excellent but just one
Stayed Sheraton Hanoi pretty often and I appreciate the very helpful hotel staffs mostly as well as good location between the airport and city.
The only one thing I'd like to suggest is, the window is locked and can't open. Especially during winter season where the air is damp, carpet smells though people try to keep it clean as much as possible.
Why don't you let the customer to have a choice of openning the window or not?
April 18, 2013
Rated 3 out of 5 by MichelinChef Some rude and offensive Front Office Staff
Front Office Staff who where on duites on the evening of 3rd April were offensive and rude.
April 18, 2013
Rated 5 out of 5 Conference Setting
We used the Sheraton for a 6 day training conference. Our facilities were very good. The lunch and breakfast each day were outstanding. The overall level of service was extremely efficient and welcoming. I was on the Executive Floor and the amenities of the Executive Lounge were very welcome after a long day of training.
March 31, 2013