I arrived at the hotel after a overnight journey and the lady at reception very kindly provided breakfast and a room at the top of the hotel so it Would be quieter to sleep and so was a great first impression however things were to change. The rooms were not as advertised and the air conditioning barely worked. The first evening there was very bad rain and we asked the hotel if we could order food, however they told us the restaurant they use had closed and that in fact every other food place in the local area had closed early(8.45) due to the rain. The man at reception offered to get some food for us and we gave him more than adequate money for this, he arrived back and did not provide any change, although we would have asked him to keep the change for his kindness. We then ordered a bottle of water which should have cost 10,000 dong, and gave him a 100,000 note. After 10 mins he had still not bought the change back, and when we asked him about this he denied that we had given him 100,000. We thought we may have been mistaken but upon checking we realised we had indeed given him the bigger note however he denied this, but instead had stolen our money. The next day we arranged a tour to halong bay through the lady at the hotel due to our previous positive experience with her when checking in. She persuaded us to pay extra for better quality and so we decided to go for a more expensive trip (252 US dollars). We arranged to go bak to the hotel following the trip and purchased a open bus ticket through the hotel for onwards travel. There was a mistake on the trip and we were put in a lower quality boat but were advised by staff on the trip that we should speak with the hotel we booked it through n our return. Upon getting back to the hotel we explained the problems we had encountered and the lady was apologetic and assured us she would try to resolve our complaint, and told us to use the room to freshen up whilst she made enquiries on our behalf. 30 mins later we returned to reception to find she had gone home, and the man on reception tried to tell us we had been put on the right boat although this was not true, in an attempt to fob us off. He eventually requested someone from the company to attend to discuss our complaint. This was eventually resolved and we caught the overnight bus to our next destination. Upon receiving the bus tickets we had ordered, there had been yet another mistake and we had asked( and paid for) 5 stops and not 4 as our tickets showed. We were advised by travel company they needed to speak to hotel and we tried to telephone on several occasions but there was no answer. This poor experience at this hotel ruined what had been a great few days in Hanoi, and I would urge travellers considering this hotel to choose elsewhere, as it is likely you will be cheated out of money during your stay.