of TripAdvisor Travelers recommend this hotel
"Cold, stiff hotel. Good for business but NOT FOR HOLIDAYS."
We were once avid supporters of the Sheraton Hotel Group having used them many times in our travels and at home but unfortunately, our experience with the Sheraton Hanoi most definitely has changed our minds. In fact, we were going to stay at the Sheraton in Hong Kong (last week) but opted to stay at the Langham instead (which was amazing). This is not an ideal hotel for a family holiday or for a relaxing, chill out break. It is more heavily designed and geared for business groups/people. The pool is rather underwhelming and the pool bar was not attended. For many reasons, we simply didn't enjoy our stay. On arrival, I didn't have any local dollars except for a few small notes and coins, when I went to give this to the porter, he replied "not enough". I showed him that I didn't have small notes and I was most certainly not going to give him a $100 tip! As a result of his response, I gave him nothing. Our experience in relation to tipping in the other hotels we had just stayed out were the complete opposite. They were grateful and graceful for anything extra. Our second awful experience was at dinner (although I have to say that the intervention of Jonas Hjerpe made it bearable. He listened to my concerns and acted quickly to rectify the situation. Thanks Jonas - you're a great Ambassador for your brand. We had invited two other couples to dine with us at the Sheraton. Two of us ordered the buffet and the other 4 ordered A La Carte. On returning from our buffet pickings, I brought a few tasters to the table for the others to sample - immediately the staff began to talk about this (in their own language) making us feel very uncomfortable. From that point on, all eyes were on us. We were so paranoid that one of our guests wouldn't even taste the ice-cream I had brought back to share as she was feeling distressed that the staff were quite clearly speaking openly and loud about us. I then asked one of the waiters if there was an issue as we were all feeling the stress of piecing eyes on us. I was told that the head waiter was worried that we were sharing food! Really, how absurd! On Jonas being made aware of our issues, he quickly invited us to continue the practice of sharing our meals - again Jonas, thank you for defusing a potentially offensive situation. The third issue was the lack of attention to the front of the hotel. The only smoking place is in the front with four arm chairs and several ashtrays. As you can see from the photos, this area was completely ignored by the staff. The glasses and overflowing bins and ashtrays were still there from the night before - with all of the staff swanning around, you would think at least one person would have the time to tidy up. Our fourth issue was that we asked where the SPA was. We were told first floor but after walking around aimlessly we couldn't find it. No-one had taken the time to show us the way or at least give us directions. It was in a completely different building! We had to ask another guest. This is simply not good enough from a supposedly 5 star hotel. On discussing this with our friends who were staying next door at the Intercontinental, their experience couldn't be more opposite. We know where to stay next time. As a last disappointment note, we were travelling with a couple who were on their honeymoon The previous three hotels made a fuss with one hotel even baking them a special congratulatory cake - needless to say, all of the other hotels that preceeded and proceeded the Sheraton gave them a complimentary upgrade or a basket of goodies at the very least. The Sheraton simply offered them free WIFI. (Mind you, this was the only hotel that charged for WIFI in our 2 week stay in Vietnam) I would like however to make special mention of the young lady on the Tour Desk (sorry I can't remember her name). She was very efficient, impeccably dressed and spoken excellent English. Any queries we threw her way were handled promptly and efficiently and with a genuine desire to ensure our Sheraton experience was enjoyable. In relation to our room, it was most definitely comfortable, clean and the bathroom was very spacious. Would we stay again - NO. Does the Sheraton have a few things they need to improve on - MOST DEFINATELY.
"Excellent staff, in need of a major refurb."
Stayed here for a week and a half on business. Although my first stay at this particular hotel, I've been coming to Hanoi and staying in 5 star hotels the past 10 years or so. However, a co-worker familiar with the hotel says it hans't changed in 15 years or so. Pros: excellent, friendly, & helpful staff. I can't say enough here from the door greeters, bell men, front desk, dining room, concierge, gym staff, all the way to housekeeping and laundry, absolutely a world class group of professionals. Ms. Phuong at the Oven d'Or restaurant was particularly helpful during my stay, always making sure our large group was able to sit together every morning. Breakfast was outstanding as well. The grounds, front entrance, lobby and main restaurant are well kept. The hotel is in a good location in Tay Ho, and taxis downtown are easy to get but can be dicey as far as being taken for a "scenic" ride versus straight to your destination, but that's Vietnam in general, and part of the charm I suppose. Yes, I know that may sound a bit absurd but anyone who knows Vietnam knows what I'm talking about. Cons: when you stay this long at any property, you start noticing everything that needs attention. The carpets (they still gave them'') are worn, stained, need to go. The gym is well past it on most levels with well worn machines, minimal weights & strength training gear, and less than optimal ventilation. The furniture in the room is very seasoned and I actually put a towel over it before lounging. The decor is lackluster at best. It seems every room is an adjoining room, and the walls are thin enough that I could hear most words from the slightly drunken conversations of the loads of tourists we shared the hotel with. Hey, senior management, it's time for that refurb!! Overall it was a nice stay because of the outstanding staff but I would probably look to the InterCon or Melia next time.
"Lovely hotel. Fantastic staff"
I enjoyed my stay very much. I had a club room on the 16th floor which was very spacious and clean and the bed was extremely comfortable. The Club lounge is well appointed with great views. Room service was prompt. Breakfast was very good with large and varied choice. The garden area is beautiful. The pool is very nice and while I generally don't like music being played around a pool area, especially dance music, it was not so loud as to spoil the peace, and probably drowned out the constant tooting and honking of the Hanoi drivers who prefer to use the horn than the brake! The absolute best thing about this hotel is the staff. Every member of staff I met greeted me warmly and took time to talk to me. Special mention must go to lady who serviced my room and the team on the concierge desk who were outstanding. The only negative moment was checking out when I was charged again for the room which I had paid for in advance. Fortunately I had the statement showing the transaction and the invoice was quickly amended. I don't know what would have happened if I wasn't in possession of evidence of paying at time of booking. Overall this is a lovely hotel and I would definitely stay here again.
"That Much about this 5-star hotel"
1. extremely disappointed when room was not even ready when we check in at 5pm. 2. security staff was extremely rude to me and grab bike when we do not even know bikes are not allowed into the hotel compound. I was made to alight at the gate and walk in at the ramp up to the door. 3. service staffs' attitude was also a disappointment.
"A very comfortable and familiar home away from home."
Th Sheraton Hanoi is like a Sheraton anywhere in the world. The advantage is quality and user friendly rooms which are spacious and familiar. The downside is you could be anywhere until you look out at the beautiful lake and city view. We had a very comfortable two night stay broken by an overnight trip to Halong Bay. The staff were friendly and efficient. The included breakfast was delicious and varied. The only suggestion I have relates to having to pay for WiFi access in your room , with free wifi only available in the lobby. All other hotels we stayed in in Vietnam offered free wifi.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM