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“Horrible experience with Hanoi Queen 2 Hotel”

Hanoi Queen 2 Hotel
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Hanoi Queen 2 Hotel
Ranked #387 of 588 Hotels in Hanoi
Malaysia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Horrible experience with Hanoi Queen 2 Hotel”
Reviewed 20 March 2008

WARNING : DO NOT STAY IN THIS HOTEL !!
We stayed in this "hotel" during our first trip to Hanoi this March 2008.
The staffs running this hotel are young punks who are extremely rude, unprofessional and money-minded. Please be mindful that all these hotels are the same namely Hanoi Queen Plaza Hotel, Hanoi Queen 2 Hotel, Hanoi Queen 1 Hotel. The hotel lobby and room pictures advertised for Hanoi Queen Plaza Hotel do not exist (see hanoiqueenplazahotel.com) - the actual rooms are those advertised under Hanoi Queen 2 hotel (see hanoiqueen2hotel.com or queen2hotel.com or queen1hotel.com).

We booked the rooms through internet for Hanoi Queen Plaza Hotel but when we arrived at the "hotel", the signboard at the "hotel" showed Hanoi Queen 2 Hotel as well as Hanoi Queen Plaza Hotel. The rooms were not as per the pictures advertised. We did a transit at the "hotel" before heading to Sapa. When we returned 3 days later to check in, the true colours of the staff emerged.
1) While waiting for our rooms (we arrived at 6 am), we explained to the staff that we wanted a complimentary transport to the airport when we check out 2 days later since we had arranged for our own airport pickup to the hotel (website had advertised free airport pickup but we did not arrange prior to departure because of language problems when we tried to converse with them over the phone). To cut the story short, in his own words "the airport pickup was only to ensure that his customers get to his hotel and not others and with money in his pocket already, it does not make money sense to send us to the airport".

2) At this point, both sides were agitated. Then he tried to change our rooms to triple sharing when we had booked deluxe twin sharing. His excuse was his "hotel" was overbooked and besides the arrangement was beneficial to all of us in terms of cost sharing. An argument ensued and he was becoming very rude and at times raised his voice. We did not budge and insisted for what we had booked for. They had their "revenge" by making us wait for our remaining 2 rooms till 12noon (official check-in time) but we knew that there were no one in the rooms already. When noon came, we were still "refused" our rooms because they claimed that there were still luggage in the rooms. Nonsense! Our rooms were finally "ready" late afternoon and evening respectively. By this time we had wasted half a day and our first day plans in Hanoi were spoiled.

3) During the 2 days that followed, the staff were rude and we were non-existence to them. They would only smile at other guests in particular the European guests.

4) On the day of check-out, as expected we had to argue on the bill settlement. The staff that attended to us did not understand that we had paid a deposit amount already over the internet and the balance is to be repaid to the "hotel". He kept on insisting on the full amount eventhough we showed him the printed-out receipt and payment details. When we requested to call his manager, he rudely shouted at us and shoved the phone at me. Thankfully the person who attended to us understood and after speaking to the staff, he finally relented and accepted the amount payable. During the whole episode, he had raised his voice and was utterly rude. We left swearing that we will never return to this dreadful "hotel".

Our experiences with the staff of the “hotel” were unpleasant and affected our sentiments on Hanoi. We left disappointed, agitated and angry at the whole episode Thankfully we did not arrange any tour with this scheming company. However, with the great company of friends, it helped to liven up our holiday in Hanoi.

  • Liked — Hate everything about it
  • Disliked — Staff - rude, incompetent
  • Stayed March 2008, travelled with friends
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank kingfisher76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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15 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Date | Rating
  • English first
  • Any
English first
Venice
Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed 25 January 2008

First of all we were not met at the airport as promised, which caused an hour of debate with the Hotel and Tours desk at the airport. They said the hotel didn't exist and that the phone numbers on our email replies from them were not registered, but eventually found the hotel on websites and a number which worked. We were given permission by the hotel to take a taxi and they would pay, and in then end they did (more discussion).

The hotel did not have the facilities claimed on the website - no lift, no views (window looked onto a service shaft), no bar. The youngsters working there dossed down wherever they could, which was a bit alarming. The wardrobe doors were either hanging off or would not open. The towel rail was falling apart. The TV was on top of the fridge and the electrics so scary-looking we didn't even try it.

However, the plumbing worked well and the bath had a plug! Hot water was constant. The room and bathroom were very big and just about clean enough. The breakfast was adequate, though in cramped surroundings.

The hotel claimed to be part of the original and famous Queen Hotel Family and stated that it was recommended in the Lonely Planet. We checked with the Queen Hotel and they said it was not related at all and that scam hotels were a problem in Hanoi. However, their prices were more than one and a half times more, so all in all we decided to stay put as we seemed to have reasonable value for money. I made much use of the free internet in the lobby and avoided any arguments - though we witnessed daily arguments with other guests who wished to leave when they discovered they had not got what was promised!

Stayed January 2008
Helpful?
Thank SingaporeLinda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Hanoi hotels

York, UK
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 17 January 2008

I had booked 2 separate nights at this hotel, one either side of our pre-arranged halong trip. When we arrived they told us they had no room in this hotel and were transferring us to another of their hotels the Continental and put us in a taxi. This was pretty inconvenient as we were being collected from Queens 2 early the next morning for the Halong trip. Also I think the hotel they transferred us to was of a lesser standard yet we had already paid for the Queens 2.

When we arrived back from our trip we did get to stay in Queens 2. The rooms are a reasonable size, and not bad. Bathroom had seen better days. However I was very disturbed that when we tried to watch the tele there was a lot of elecrical noise and i feared the electrics would burst into flame. There was some dodgy wiring to be seen in the hall too.

There was a lot of noise all night from inside the hotel.

The only plus for this hotel was that it was located in the old quarter and you could walk to the lake.

  • Stayed December 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Business service (e.g., internet access)
Helpful?
Thank clairecalps
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
vancouver
Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed 16 December 2007

the staff is very friendly there bookings for trips ( we only did halong bay) are very good listen to staff the trip was great. hotel is very clean not very many rooms have windows. but over all a good place to stay.

Stayed November 2007
Helpful?
Thank randy66
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Fremantle, Australia
Level 6 Contributor
68 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed 29 November 2007

Be careful with these places! The owners have a chain of hotels in Hanoi and we ended up not at the Queen 2 (which we booked) but at the A-Z Queen Hotel. The owner, David , is very friendly and helpful when you book on the internet, but he is an expert at the hard sell for his trips, and doesn't really provide all he promises. I have a feeling that when you book a room with this family you get put into whichever of their places has vacancies! We were picked up from the airport as promised, but when we arrived at the hotel they kept us waiting for ages and wanted us to pay for our Halong Bay trip before they gave us a room! The A-Z Queen hotel is very ordinary - no lift, no bathtub (at least not in our room - just a very basic shower sticking out of the wall), no dining room (you eat breakfast at the tour desk, and have to hope that everyone else doesn't decide to do the same thing at the same time!) and definitely no tea and cofee making facilities. Breakfast is bread, butter, jam and sometimes bananas There is also no fire escape (you wouldn't want to be on the fifth floor of this place if it caught fire - believe me!!) Lots of very young kids working at the hotel and some of them sleep in the foyer. All up the whole operation is a bit suss - lots of people complained about overcharging for trips although I don't think this was the case with us. Our trip to Halong Bay was cancelled because of the typhoon and they reimbursed us with no argument or problems. Just make sure if you do use this company that you get what you pay for. I am sure there are plenty of other places in the same area that would provide a much better service.

  • Liked — Convenient location
  • Disliked — Didn't get what we paid for
  • Stayed October 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
2 Thank Freolife
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hanoi Queen 2 Hotel

Property: Hanoi Queen 2 Hotel
Address: 15c Hang Can Street | Hoan Kiem, Hanoi 00844, Vietnam
Region: Vietnam > Hanoi
Amenities:
Bar / Lounge Free Breakfast Children Activities (Kid / Family Friendly) Restaurant Room Service
Hotel Style:
Ranked #387 of 588 Hotels in Hanoi
Price Range (Based on Average Rates): £
Hotel Class:3 star — Hanoi Queen 2 Hotel 3*
Number of rooms: 20
Official Description (provided by the hotel):
Hanoi Queen 2 Hotel is recommended by the Lonely Planet. It is a great place to base yourself as you explore the delights of our fine city, as many attractions, are only a short walk away from the hotel. We are sure that we have many rooms to suit your budget and needs. And we are doing our best to keep our service and quality at a constant great level. The Hotel is just one minute walk to the Hoan Kiem Lake and Water Puppet Shows, in the front of many Vietnamese and Western Restaurants, besides the ANZ Bank and shopping streets. ... more   less 
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