Hanoi Prime Garden Hotel & Spa

Having read some bad Google reviews, we contacted the hotel ahead of our stay to check they had our family room available (we are a family of 5). They confirmed they did. We arrived late in the day to be told that our room was not actually available after all, but that they had 2 rooms next to each other on the 5th floor. One room the door didn’t open / close properly. I then questioned how we would get down the stairs in an emergency as there were mattresses and other hotel equipment blocking all the floor access points. I was pointed to the external fire escape which was a flimsy metal pole on the outside of the building! My husband went down each floor and moved the mattresses enough for access before bed and we put a chair against our door. The next day we were moved to the family room on the 9th floor. Accessible by lift to the 8th floor and then up the stairs (again which were blocked). The room itself was fine for the price - low budget. There is nothing else in the hotel / space. The reception staff either ignored us when we walked past or were almost rude. Not like we have experienced in any other hotel.

Der var noget renovation i gang som gjorde receptionen beskidt, men ikke noget der generede eller larmede

The bed was uncomfortable, the pillows were awful. The front desk was unprofessional and someone broke into our room. There was a strong smell of paint

Đổi phòng ko thông báo trước. Khách sạn nhỏ. Máy sấy hỏng. Trang thiết bị xuống cấp. Nước uống không có. 1tr/đêm..quá đắt so với dịch vụ. Tệ

Noisy all through the day and night with drilling. We also got moved rooms 3 times due to the works which was inconvenient because we had to pack and then repack. The staff accused us of not paying our last night aswell.

We had a terrible experience with this hotel in Hanoi. We informed them in advance that we would be arriving around 10 PM because we had a tour that day.
However, when we arrived, the staff told us they were fully booked and couldn't accommodate us, even though our reservation was still marked as confirmed in the app.
They never informed us beforehand or contacted us as soon as they realized they couldn't honor our booking.
After a long day of touring, we arrived exhausted, only to be turned away late at night. Fortunately, we were able to find another hotel before 11 PM, but this was an extremely stressful
The male staff didn't even apologize. He showed no concern for our situation or our safety, even though it was already late at night, tired and we were left without a room.

We had a terrible experience with this hotel in Hanoi. We informed them in advance that we would be arriving around 10 PM because we had a tour that day.
However, when we arrived, the staff told us they were fully booked and couldn't accommodate us, even though our reservation was still marked as confirmed in the app.
They never informed us beforehand or contacted us as soon as they realized they couldn't honor our booking.
After a long day of touring, we arrived exhausted, only to be turned away late at night. Fortunately, we were able to find another hotel before 11 PM, but this was an extremely stressful
The male staff didn't even apologize. He showed no concern for our situation or our safety, even though it was already late at night, tired and we were left without a room.

Unfortunately, the room did not meet our expectations. The actual room was quite different from the description and photos provided, which was disappointing.

The biggest issue during our stay was the internet. It wasn't working throughout our stay, and although we reported it to the reception every day, the problem was never resolved. Each time we returned to our room, the internet was still not working, which made our stay quite inconvenient.