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“Not sofitel or 5* standard!”
Review of Pan Pacific Hanoi

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Pan Pacific Hanoi
Ranked #81 of 588 Hotels in Hanoi
Certificate of Excellence
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Not sofitel or 5* standard!”
Reviewed 15 May 2013 via mobile

This is an old hotel, walls need a paint, bedroom floor and areas need a good clean!
We checked in and as I had booked a river or lake view room, I asked whether I could have a lake view room. To be told none were available, but if I paid an extra $92USD per night, I could be given a room larger by 8square metres, have a lake view and a separate shower and bath tub in the bathroom. We declined to do so as we had already paid a lot for the 4 nights we were to stay. When we reached the room, the windows had head and hand prints on them, the floor was dirty and it did not look like a 5* hotel room! I called reception and complained, to which she came up to the room and then offered us another room which had a lake view (which at check in was said to NOT be available!)
This room had a better view, but did in no way look like the pictures on the internet, I was still not happy. She then explained that "the internet pictures will not always be the same as a room you get"! To which my husband explained was total rubbish, and we weren't having this room either. We eventually went to their "upgraded" room which was only SLIGHTLY bigger and cleaner........ Not going to be staying at a sofitel again if the pictures on the internet aren't the same as the actual rooms, and definitely WILL NOT BE RECOMMENDING THE SOFITEL PLAZA HANOI!

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank apatel84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 16 May 2013
Dear apetel84,

Thank you very much for taking the time to share your comments. We regret to read that you did not enjoy your stay with us.

At Sofitel, we strive to provide an exclusive service experience for every guest; therefore your feedback is very important to us. For those reasons, please allow us to express our sincerest apologies in regards to the inconveniences caused.

We will look closely into the issues you have brought to light and allow us to get back to you very shortly.

Yours sincerely,

Antoine M. Lhuguenot
General 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 (396)
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English first
Eastbourne, United Kingdom
Level 3 Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 12 May 2013

A great & warm welcome from the start to the finish, of our stay.
The hotel lobby is amazing & there are two great glass sided lifts, so you can enjoy the view on the way & from your room. The rooms are well appointed, with a very comfortable bed. There is a brilliant swimming pool with a sliding roof, unfortunately we did not have sufficient time to use it.
We were very well looked after by all of the staff, especially the Deputy Manager & the Bell Captain, who were very helpful, as were the room maids who do a brilliant job.
The food, that we had, was extremely good
A great location overlooking West lake, with plenty of taxis available to get you into the action of the Old Quarter.
We will definately return to this Hotel next time we visit Hanoi & the experience has encouraged us to use the Sofitel Hotel group in other locations, tht we travel to.

Room Tip: An obvious one, but the higher the floor the more amazing is the view!
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  • Stayed May 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bobby767
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 13 May 2013
Dear Bobby767,

Thank you for choosing to stay with us at Sofitel Plaza Hanoi on your recent visit to the city and for taking the time to share your experience. I am delighted to know that you had a pleasant stay with us. I am also grateful that our staff succeeded in going above and beyond and were able to ensure that you had an enjoyable stay! Your satisfaction is always our utmost desire.

Once again, thank you for your kind words and look forward to welcoming you back soon in Hanoi.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hanoi
Level 1 Contributor
3 reviews
Reviewed 9 May 2013

Thought would write a long overdue review of what is in my opinion one of the best hotels i have had the pleasure to stay in. I pretty much travel constantly and see way too many hotels, both in Asia and all around the world. Most make me feel just jaded and fed up. Sofitel Plaza is a rare exception where there is genuine warmth and not just the ususal 'have a nice day'.
The quality of the hotel is very good on every level. Rooms, food and most of all service. Location is not in the old town. Three cheers for that. Everywhere you are likely to want to visit is accessible for a taxi ride costing less than $5 USD. The location is great for the airport, nice restaurants nearby (as well as in the hotel) and great walks around and views of the lake. Old town is ok but would not want swap for the noise and bussle.
Reading reviews here about sizes of rooms and other stuff makes me smile. What do people need that space for? Golf practice? Rooms here are very decent size and if there is any problem the staff will do whatever they can to make it right in my experience. Never been left feeling short changed or disappointed and i am not easy to please.
So there you have it. Doubt are many people stayed here so often or know the place so well. Three outstanding people wanted mention by name, Marine the customer care manager, Miss Huong (who used to work in the longe but now is in reception and is the nicest and happiest person i ever met) and Mr Hoai, who is in the lounge and just tries very hard and always knows what i need before i do.
Another recommendation is spend a little extra and take a club room with lounge access. Very nice place to just chill and the free cocktails and evening nibbles are the perfect start to any evening.
Sorry if this seems a little OTT but is rare to find such a place and just wanted to let others know who like me, really appreciate the people who try very hard to make you feel welcome and more than just another passer by.
Hope some of you try Sofitel Plaza and your experience is as good as mine.

Room Tip: Go for club floor
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  • Stayed May 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank prmny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 10 May 2013
Dear prmny,

Thank you for taking the time to write such a thoughtful review of the Sofitel Plaza Hanoi. It makes me very delighted to know that you were happy with the hotel facilities and the efficient service from our team. I appreciate your kind words regarding to Ms. Marine, Ms. Huong and Mr. Hoai, and I will pass on your compliments to them as it will certainly motivate them to keep up their good work.

We thank you again for your beautiful comments and hope that your next visit with us will be as pleasing as the previous one.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
Report response as inappropriate
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Melbourne, Australia
Level 2 Contributor
5 reviews
Reviewed 7 May 2013

After getting sick on a cruise and being hospitalised, it was such a relief to be back at the Sofitel where the staff went above and beyond to make sure that my mother and i were comfortable.
The room was impeccably clean, the staff are very polite and helpful. Loved the Club Sofitel Lounge! The canapés and drinks were amazing. Amazing service - cannot wait to be back there again!

Special thank you to managers Marc and Tu who helped us a lot whilst organising my return from hospital and to the next part of our travels :)

  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank camillebrag
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 9 May 2013
Dear Camillebrag,

Thank you for taking the time to write such a great review for Sofitel Plaza Hanoi! As we always strive to create magnifique stays for our guests, I am so happy we were able to accommodate you and provide you with that experience. I will pass on your kind words to Ms. Tu and Mr. Marc and the team as it will certainly serve as an encouragement to them in keeping up their good work.

We thank you again for sharing your experience and look forward to welcoming you back soon.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Perth, Australia
Level 4 Contributor
39 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 6 May 2013

Wow. Just did two nights in hanoi as a starter to a 4stop vietnam trip. This place is great. Place is full of smiles and good will. Sofitel was our first taste of it. Very thing is superb. Decore, food, external lifts and superior rooms. Loved it. A pool with a transperant opening roof. Indoor spa/sauna/steamroom/gym that o have never seem matched. This was the stepping stop to the boat cruise to halon bay. This place has a rooftop bar with 270 degree views over the two lakes and city. We were greated by the hands on hotel manager on two occasions and made feel very special.thankyou arnuad.cheers

Room Tip: Any room aT this hotel. They have the lot.
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  • Stayed April 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank yantina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 7 May 2013
Dear yantina,

Thank you for your feedback following your recent stay at Sofitel Plaza Hanoi. I am very happy to learn that you really enjoyed the service from our team and you have had a pleasant stay with us. It is always a great pleasure to make all of our guests happy.

Once again, thank you for your beautiful comment and look forward to welcoming you back soon during your next visit to Hanoi.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore, Singapore
Level 4 Contributor
49 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 2 May 2013

Not situated at the thick of the action of the old quarters, but close enough for a quick taxi ride there. A stroll around the lake is also a relaxing option. Rooms are spacious and each room seems to have a view, with the odd numbered rooms facing the road and the even numbered ones facing the lake. Enjoyed my one day stay there. Did not have the breakfast at the hotel and instead ventured to try the local cuisine instead.

Room Tip: I will prefer the lake view rooms
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  • Stayed April 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SingaporeMartin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 3 May 2013
Dear SingaporeMartin,

Thank you very much for choosing to stay with us at Sofitel Plaza Hanoi and spending time to share your experience. I am delighted to hear that you had an enjoyable time with us, and I really appreciate all your kind words in regards to the rooms and their views.

We are looking forward to the opportunity of welcoming you back soon in Hanoi.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Houston, Texas
Level 3 Contributor
15 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 28 April 2013

I love Sofitel and try to always stay at one (if available) when travelling, unfortunately this one in Hanoi seems quite old, and the rooms very small. Is a great deal for the money but not the 5 star experience I usually get.

  • Stayed April 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
4 Thank Miandru
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AntoineLhuguenot, General Manager at Pan Pacific Hanoi, responded to this review, 2 May 2013
Dear Guest,

Thank you very much for taking the time to share your comments. We regret to read that you did not completely enjoy your stay with us.

At Sofitel, we take pride in ensuring our guests satisfaction; therefore your feedback is very important to us. For those reasons, please allow us to express our sincerest apologies in regards to the inconveniences caused. Please understand that we have different types of room and we do hope that we will be able to meet your expectation next time. If we can be at any further assistance, please contact our Guest Relations Manager, Ms. Marine Parrot at h3553-GR@sofitel.com so that we may assist in co-ordinating your reservation requirements as part of your future visits.

We appreciate your sharing your concerns and look forward to welcome you again soon.

Yours sincerely,

Antoine M. Lhuguenot
General 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 Pan Pacific Hanoi

Property: Pan Pacific Hanoi
Address: 1 Thanh Nien Street, Ba Dinh District, Hanoi 100000, Vietnam (Formerly Sofitel Plaza Hanoi)
Phone Number:
Region: Vietnam > Hanoi
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#9 Business Hotel in Hanoi
#22 Luxury Hotel in Hanoi
#26 Family Hotel in Hanoi
#29 Spa Hotel in Hanoi
#38 Romantic Hotel in Hanoi
Price Range (Based on Average Rates): £
Hotel Class:5 star — Pan Pacific Hanoi 5*
Number of rooms: 273
Official Description (provided by the hotel):
Pan Pacific Hanoi offers 273 elegantly furnished rooms and suites, which boast breathtaking views of West Lake, Truc Bach Lake and the Red River. The hotel also has an impressive collection of 56 fully equipped serviced suites catering to the needs of extended-stay travellers. Savour a diverse range of international dishes from the all-day-dining restaurant or indulge in exquisite cuisine at our Chinese restaurant. Our lobby bar provides a relaxing ambience for guests to unwind after a long day. With 12 versatile meeting spaces, including a pillarless ballroom that can host up to 450 guests, the hotel provides the ideal venue for corporate meetings and grand banquets. Complete with an indoor pool with natural skylight, well-equipped fitness centre and rejuvenating spa, Pan Pacific Hanoi offers a refreshing new experience in the capital of Vietnam. ... more   less 
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Also Known As:
Sofitel Plaza Hanoi Hotel Hanoi
Accor Plaza Hanoi
Sofitel Hanoi
Hanoi Sofitel

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