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“Didn't do it for me”

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Sheraton Hanoi Hotel
Ranked #88 of 588 Hotels in Hanoi
Certificate of Excellence
Taipei, Taiwan
Level 6 Contributor
130 reviews
96 hotel reviews
common_n_hotel_reviews_1bd8 120 helpful votes
“Didn't do it for me”
Reviewed 16 June 2014

Have reviewed before. Not going to write another lengthy review. Hotel needs work. Starwood needs to stop charging for internet. F&B prices are much higher than other cities in Asia, but that's another Sheraton issue.
What REALLY bothers me most of all is that Starwood is also the only company I know of that "upgrades" guests to the executive floor but gives non of the benefits. Imagine sitting in first-class and being served coach food. When I brought it up to the front desk staff, I was laughed at as if it were ridiculous to think an upgrade would include all the amenities of the upgraded room. Having worked for three different hotel companies in four different properties, I think it is deplorable that Starwood would put guests in a room, regardless of rates, and tell them they don't have access to what that room should have. We would never have done that in any of ours, and other hotels that have put me on club floors as a guest have ALWAYS included full benefits. Shame on Starwood.

  • Stayed June 2014, travelled on business
    • Value
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Helpful?
1 Thank jchanlifat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 25 June 2014
Dear "jchanlifat",

We want to sincerely apologize on your experience during your stay here. We could have better managed your room upgrade along with the benefits. We have noted down your comments and will work towards to improving. We thank you for your loyalty to Starwood and to Sheraton Hanoi as well. Should your future travels bring you back to Hanoi, we will warmly welcome you back to Sheraton Hanoi.
Once again, we sincerely apologize.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (276)
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English first
Denver, Colorado
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 15 June 2014

As a platinum member, I have been here since its opening time in March 1st 2004. Extremely happy with all services and enjoying every single moment here. More than that, club lounge is the most favorite place I'd love to come. And, it's always a pleasure to see Ms. Linh Duong with her lovely smile and her great service. For sure, I have traveled all around the world, but Sheraton Hanoi Hotel have never failed me with the services and looking forward to return in November.

  • Stayed June 2014, travelled solo
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Helpful?
Thank LotharHarzdorf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 25 June 2014
Dear "LotharHarzdorf",

Thank you for loyalty with the Sheraton Hanoi. We are to delighted to hear on your pleasant experience each time you stayed with us. Here in the Sheraton Hanoi, it is our commitment to give all our SPG members and guest a warm and comforting stay. More so, our staffs are professional in giving top quality service to all our guests. We look forward to your continuous loyalty to Sheraton Hanoi and to your next visit back here.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 3 Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 15 June 2014

We stayed here in May 2014 as Starwood Preferred Guests. Overall, our stay was enjoyable. The room was a decent size with a large bathroom. Breakfast was good with both asian and american options. We also used their luggage storage which was easy, free and came in great use for us (even after we checked out as we took a train to Sapa with a smaller bag and returned to the Sheraton to grab our luggage the next day).

The only issues we had were: The internet was a bit spotty and it seemed like only 3 devices in each room could be connected at a time. Also, the day we picked up our luggage (though we were no longer staying at the hotel), it took a bit of convincing to allow us to use their fitness centre showers to freshen up. Given that tourists are often in our same scenario (coming back from somewhere before heading to the airport), I felt they could anticipated our needs and proactively suggested an option (or maybe not given any attitude for our suggestion). The location is also a bit further away from the Old Quarter (i.e. approx 10 min cab ride) but not a pricey one by any means.

Other than that, we found our stay enjoyable, the staff friendly, a restful sleep and very quiet location.

  • Stayed May 2014, travelled as a couple
    • Value
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Helpful?
1 Thank Amini K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 25 June 2014
Dear "Amini K",

Thank you for choosing to stay at the Sheraton Hanoi. We want to sincerely apologize for the lack of anticipation from our staff and the luggage collection experience. We will also look into the internet connection to ensure seamless connection. We thank you for your comments and all our staff will be briefed and re-trained in order to prevent such occurrences again. Overall, we are delighted to hear you had an enjoyable stay with us. We will warmly welcome you back to the Sheraton Hanoi on your next visit.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 12 June 2014 via mobile

First time in Vietnam and tried to find a good coffee shop around the hotel, receptionists were very kind to help as much as they can. Especially Mr. Thanh, Ms. Phuc! Good manner and attitude.
Food and room are nice too. Very satisfied.

  • Stayed June 2014
    • Value
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Helpful?
2 Thank Nanae K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 25 June 2014
Dear "Nanae K",

Thank you for staying with Sheraton Hanoi. We are delighted to read your stay and experience with us was up to your satisfaction. All of our staffs are committed in rendering any assistance so as to make our guest stay warm and comforting. We thank you for the staff recognition and this will inspire all of our staff to deliver their best. We look forward to welcoming you back to Sheraton Hanoi on your future travels.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level 6 Contributor
139 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
Reviewed 3 June 2014

The Sheraton fulfilled all our needs and more. To put things into perspective we were initially staying at another hotel (1st night in Ha Noi) located in the old part of town however it did not have a pool (a must) and was located on a narrow and very busy street without available footpaths to safely get around. We also wanted space to relax prior to our train journey to Sapa and end transfer to the Airport. Through our contact at Hoi An Express (our tour operator) we were able to upgrade to the Sheraton. It was the best thing we did. Could not speak more highly of this Hotel and their overall friendliness and professionalism throughout. Upon check in we were offered a further upgrade to Club status (US$40 per room) which gave us many extras including late check out, Internet in the room, a superior high level room with view (16th Floor), free coffee and soft drink daily in the Club lounge and the best of all complimentary beer, wine and spirits + food on the 17th floor from 5.30pm until 8pm daily. If you are staying there do yourself a favour and pay the extra it is well worth the money. Staff were so friendly and welcoming you almost felt like royalty. The pool was very good and provided the means to relax and cool off when needed. The day that we took the train to Sapa our beloved Hawks were playing Port Adelaide and we were naturally keen to see if we could watch at least some of the game on TV. However, given that we had checked out that morning there was no place to go to watch save for the Gym - to cut a long story short the butler who we chatted to earlier in the club saw us in the Gym and subsequently organised for us to gain entry to the Club on the 17th floor to watch the game. Now that really blew us away - to the point when we took ourselves to the 17th floor the butler had already rung ahead and there was no need to explain. As it was put to us "you are our guests enjoy" - they sat us down arranged the channel for the footy, gave us a glass of wine and some food pending our pick up and departure for the train station. Now that is service to the extreme and we will be forever thankful to all staff and the Hotel for going beyond all expectations. They were similarly helpful on our return from Sapa pending our transfer to the Airport on our last day in Ha Noi by allowing us late check out until 3pm (as it turned out we left at 2pm). The room was so lovely that in fact we spent the whole time on that last day (aside from a scrumptious breakfast on the 17th floor) in the room relaxing ahead of our flights back to Australia. Oh by the way the king size bed was of excellent quality and so comfy after some of the beds we had earlier slept in. One more thing we chose to have room service on the day we returned from Sapa (early check in at around 5am) and Wow was it good - fast efficient service and the food was probably the best that we had enjoyed during our entire 16 days in Vietnam. All in all The Sheraton Ha Noi was simply suburb in every facet and provided the perfect means end to our stay in Vietnam. Thankyou so much for looking after us so well. We will be forever indebted to your kindness and professionalism. Highly recommended!

Room Tip: Upgrade to Club status.
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  • Stayed May 2014, travelled as a couple
    • Value
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Helpful?
Thank Bigredhawker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 15 June 2014
Dear Bigredhawker,

Thank you for choosing to stay in the Sheraton Hanoi. We are delighted to hear that you had a pleasant stay with us and that you had enjoyed your holiday. All our staffs are motivated to go the extra step to exceed guest expectations. It is also the culture of Sheraton Hanoi in giving all our guests a warm and comforting stay. If you have an opportunity to visit Hanoi again, we will warmly welcome you back to the Sheraton again.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level 5 Contributor
69 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 2 June 2014

This hotel has a lovely location on West Lake a quiet area away from the hustle of the old quarter. Attractive pool area that is kid friendly. Lovely staff always ready to go the extra mile! The courtesy van was well used by our party. A great service.

  • Stayed July 2013, travelled with friends
    • Value
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Helpful?
Thank 318Tina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 15 June 2014
Dear "318Tina",

Thank you for your comments. We are happy to hear you enjoyed our swimming pool and the shuttle service to the old quarter. All our staffs are passionate in their job and want to provide a pleasant experience to all our guests during their stay in Sheraton. We look forward to your next visit and we want to welcome you back to the Sheraton Hanoi.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Diego, California
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 31 May 2014

The Sheraton Hanoi Hotel really provided great services in terms of cleanliness, atmosphere and amenities. It seems as though the entire staff is motivated to helping guests, and we had the pleasure of meeting Hong Anh.

Hong Anh, was the first staff member who welcomed us to the welcome and helped us bring our belongings to our room. Furthermore, while we were waiting for our taxi - he introduced and guided us towards many great local businesses throughout the heart of Hanoi. Hong Anh guided us to get great haircuts at an exceptional price, and also directed us to where we could have bun cha hanoi (a must try!). In addition, we were also looking for a place to have coffee, so Hong Anh guided us to a local venue to have delicious vietnamese coffee with a beautiful view of Huong river.

It goes without saying that staff members like Hong Anh, goes above and beyond to ensure that guests are provided with great service and truly have a wonderful experience. My greatest suggestion to everyone? Never overlook the expertise or knowledge of a bell boy.

Room Tip: If you can reserve a higher floor room with a view of the river. Great view of the river and the ci...
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  • Stayed May 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank vu p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
tetsish, Manager at Sheraton Hanoi Hotel, responded to this review, 15 June 2014
Dear "vu p",

Thank you for choosing to stay in the Sheraton Hanoi. It is great to hear that you had a warm and comforting stay with us. All our staff are dedicated and motivated in delivering professional and quality services to our guest, given by the example of Mr Hong Anh. Your comments will be an added motivation to all our staff to continuously excel in their service. We look forward to seeing you in Sheraton Hanoi on your next visit back.

Thank you and warm regards,
Sashikumar
Executive Assistant Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sheraton Hanoi Hotel

Property: Sheraton Hanoi Hotel
Address: K5 Nghi Tam, 11 Xuan Dieu Road | Tay Ho District, Hanoi 10000, Vietnam
Region: Vietnam > Hanoi
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #88 of 588 Hotels in Hanoi
Price Range (Based on Average Rates): £
Hotel Class:5 star — Sheraton Hanoi Hotel 5*
Number of rooms: 299
Official Description (provided by the hotel):
Truly a “resort within the city,” Sheraton Hanoi Hotel provides the perfect balance between tranquility and convenience. Take in panoramic views of Hanoi’s largest lake and enjoy great comforts in the 299 spacious guest rooms and suites, specially designed to help you relax. Gather in the Link at Sheraton, a communal, interactive space that keeps you connected to what matters most. Experience stunning Sheraton Club Rooms, all with Sheraton Sweet Sleeper Beds, while enjoying the added benefits of Sheraton Club Lounge. ... more   less 
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