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“over rated”
Review of Pan Pacific Hanoi

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Pan Pacific Hanoi
Ranked #79 of 592 Hotels in Hanoi
Certificate of Excellence
Vancouver, British Columbia, Canada
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“over rated”
Reviewed 6 June 2013

check in staff do not know about hotel promotion, we booked our stay with massage promotion for 2 person per day. check in staff insist no such promotion, then manager assisted with our check in, but now its 1 message per stay not 1 massage per day for 2 people. had to show them their own website for their promotion.

gym need serious overhaul, smell very bad and equipment are very old. staff not cleanning equipment, smells like very old gym.

wet area ok, but no mention of being coed or communal between male and female.

rooms are well maintain but price too expensive. intercontinental west lake newer hotel 2 kilometer away is cheaper and cleaner.

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

Helpful?
3 Thank zacelmo
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 June 2013
Dear zacelmo,

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, and it is certainly never our intention to disappoint our guests or provide anything less than the best service. For those reasons, please allow me to express our sincerest apologies in regards to the inconveniences caused. Please rest assured we have taken your feedbacks most seriously and actions will be taken to avoid such mishaps in the future.

We hope that your latest experience with Sofitel will not alter your trust in our hotel and look forward to have the pleasure of welcoming you again soon.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
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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 (399)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Indonesian first
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English first
San Francisco
Level 3 Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 4 June 2013

Stayed at the Sofitel Plaza three times recently and keep coming back. The hotel is new, rooms are very comfortable, great bed and showers. The club lounge is outstanding. I find the staff friendly and accommodating and it is good place to pause during my business trips to Hanoi. The lake views are spectacular, wifi works well, food is great…what else would I wish for in hotel?

  • Stayed May 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KON1
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, 5 June 2013
Dear KON1,

Thank you very much for your loyalty to Sofitel Plaza Hanoi and for taking the time to write such a great review of our property! As we always strive to provide superior levels of service to all guests, I am so happy we were able to provide you with that experience. I am delighted that you enjoyed your stay, and I do appreciate the confidence you have placed in us.

We are looking forward to welcoming you back soon.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level 5 Contributor
90 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 1 June 2013

Very nice hotel with everything we enjoyed including the inexpensive pastries, coffee and tea in the large open plan cafe / lounge near reception and restaurant. The view from the lift across the lake is stunning and so is the ambience and view from the rooftop restaurant - DO NOT MISS THAT EXPERIENCE. You can take your own duty free bottle up there but will pay $15 corkage on it but will be served nibblies and an ice bucket. Sofitel Plaza boasts a wonderful spa, gym and indoor/outdoor swimming pool, fabulous staff and service but the situation is a little bit out of both the Old Quarter and the French Quarter. There are some good cafes along the river within 5 minutes walk and a market place within 10 minutes walk, also a small supermarket across the road where you'll pay peanuts for bottled water other than Evian which costs the earth. It's a nice walk around West Lake. Don't go to the Happy Feet spa across the road from the hotel as we did - you'll be stood over for a 50% tip and by the look and feel of things, it's a spa that would give a happy ending too. Stick with the hotel spa or advice from the hotel travel desk. Remember that the massage therapists are not qualified professionals like at home, so be aware if you have any physical issues that they may not pick up on them as they go through their scripted treatment - one treatment fits all.

Room Tip: Try for a room overlooking the lake - stunning views of the lake, bridge and lights
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  • Stayed April 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Maturegirl3199
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, 4 June 2013
Dear Maturegirl3199,

I do appreciate you taking the time to share your experience from your recent stay with us at the Sofitel Plaza Hanoi. As we strive every day to continuously improve our quality of services, it is always a great pleasure to receive such positive feedbacks.

We thank you again for staying with us and look forward to welcoming you back soon in Hanoi.

Yours sincerely,
Antoine M. Lhuguenot
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
1 review
Reviewed 31 May 2013

I was initially concerned as this hotel is a little further from the main attractions of Hanoi. However, it was a quick 10 minute taxi ride away, and for the price, this hotel ticks all the boxes. The staff were absolutely wonderful. They kept our bags for us overnight when we were in Halong Bay. They also amazingly didn't complain when we came back and basically unpacked our suitcases in the hotel lobby to move things around in preparation for our flight. Staff also gave us great tips on where to go in Hanoi.

Coffee at the hotel bar was good. We didn't try the food.

The gym was modern and had a separate weights room (only 2 cross trainers). Pool was a good size for laps. Gym was very busy at 6am so perhaps time gym session to be after the peak.

Rooms were clean and comfortable. Ask for a view of the lake.

Service was fast, I had a problem with my safe which was resolved within minutes and requests for extra tea and coffee were met immediately.

The whole Sofitel team were lovely.

Overall, it is not as nice as the Sofitel Metropole which we went to for a drink, but for the price you just can't go wrong here. The only downside is if you would prefer to be walking distance from the old quarter. I can't fault this hotel.

Room Tip: Ask for lake view, I had a great view but my friends were overlooking busy streets. The higher the b...
See more room tips
  • Stayed May 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TravelBug803
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 June 2013
Dear TravelBug803,

It was a great pleasure welcoming you at Sofitel Plaza Hanoi. I am delighted to read that you have enjoyed your stay and the quality of service that we are providing was up to your expectation. I will pass on your kind words to the team as it will certainly serve as an encouragement to them in keeping up their good work.

We thank you for staying with us, and look forward to the opportunity of 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
Singapore, Singapore
1 review
Reviewed 29 May 2013

We had an excellent room and service, very good cleanliness, concierge and tourism advice, and the casual and restaurant dining was also great. The pool was good, although the water temperature was a bit too warm. There was wonderful evening entertainment also every evening for 2 hours in the foyer lounge area, with a pianist and 2 other classical musicians playing music for 2 hours. Finally, even though it was on a major city corner with major traffic below, the sound proofing windows were brilliant.

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

Helpful?
Thank Alanella
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, 30 May 2013
Dear Alanella,

I am delighted that you enjoyed your recent stay at the Sofitel Plaza Hanoi, and I sincerely appreciate that you have taken the time to share your experience on Trip Advisor.

Thank you for acknowledging our facilities and the efficient service from our team. I would also like to thank you for your additional comment in regards to the water temperature in the swimming pool which I will definitely have it reviewed with our team.

We look forward to the pleasure of welcoming you back in the very near future.

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
Den Bosch, The Netherlands
1 review
Reviewed 29 May 2013

A clean room, good breakfast and nice helpfull people at the desk.
One minor point, the shower water was not constant in temperature in the morning, sometimes even quite cold! Seemed to be less in the quiet hours. For tthe rest, nothing to wish for.

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

Helpful?
Thank Luyben71
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, 30 May 2013
Dear Luyben71,

Thank you for choosing to stay at Sofitel Plaza Hanoi on your recent visit to the city and for taking the time to share your comment. I am delighted to hear that you had an enjoyable experience with us.

However, I regret to learn about the unfortunate incident that occurred during your stay regarding to the shower water. Please accept our sincere apologies for this, and please assured that we will look closely into the issue to make sure it will not reoccur in the future.

Once again, thank you for staying with us, 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
Danang
1 review
Reviewed 26 May 2013

From the moment we alighted from our airport transfer we were met with outstanding service and luxury. Marine the manger of customer relations was an absolute 'gem " in terms of sharing local knowledge , smoothing our glitches with airline cancellations and hosting us so warmly at the Sofitel Club Lounge (which I recommend as an additon to your stay). It made our visit to Hanoi an even more memorable one. Thanks Marine , your team and the Sofitel in general. We head to HCM sofitel next week with high expectations for another great "stay".

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

Helpful?
Thank MickyLinda
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, 27 May 2013
Dear MickyLinda,

Thank you for taking the time to share your great experience during your recent stay at Sofitel Plaza Hanoi. As we strive everyday 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 word to Marine and her team, and I am sure this feedback will serve as an encouragement to them in keeping up their good work.

We 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
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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
#21 Luxury Hotel in Hanoi
#26 Family Hotel in Hanoi
#28 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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