Pan Pacific Hanoi

The view

Very small rooms and some staff very rude

The property requested me to deposit 3,000,000.00 VND by credit card before checking in for standby payments during stay. When check out, after charging around 1.3 millions, still have more than deposited 1,7 millions and they informed me that nearly 1 month more, the system will return me these cash. First, when checking in no one inform me about this procedure. I they did, I will deposit 3 millions by cash, not by credit card. Second, the procedure is super crazy long time, and make guest feel uncomfortable. Ps, until now almost 1 month passed. I still can not see more than 1.7 millions returns, unbelievable.

Location. Customer service. Specially prepared a cake for our anniversary so it was really sweet. Thank you.

Facilities are bit old. Towel was square size which is little uncomfortable to use. Suggest to offer standard rectangle size so it’s easy to use

We selected the Deluxe Double room and that had a good view of the lake. It was a corner room. Upon request they even gave us early check in by 1.5 hours. Good location, lake is walkable in 5 min.

It seems like a old property which has been done up well but forgot to provide basics. Firstly there are no electrical charging points near the beds - no electrical outlets at all. The wall side bed does not even have a bedside table, so I used my carry on bag as table. Secondly, the shower space is only 2.5 ft x 2.5 ft, though there is a bath tub (and overall bath size is pretty good) but that does not have a shower curtain so you cant take bath there. Worst is that soap n shampoo dispensers are glued outside the shower cubicle and it is a challenge how to reach to them, Ultimately, used the water glasses to take couple of squirits of soap and shampoo to the cubicle!! And this is 5 star we talking. Airconditioning is weak though beds and covers are pretty comfortable. Lastly, though the hotel did not seems busy, but they denied 1.5 hours late check out though they did allow till 1pm. The reception staff was a bit rude for this. I sat in lobby till 2:45 pm and not a single check in happened. Shows lack of customer focus.