Epic Tower Swiss-Belresidences Hanoi

It’s fine if all you need is a bed for the night, and the beds are okay, but I wouldn’t choose this place again. There’s a lobby and you can book by the day, though it doesn’t meet hotel standards to me. The interior feels like a basic furnished apartment, with a washing machine, big fridge and freezer, and kitchen equipment. There’s no closet, just an open hanger and a drawer that’s hard to open because the bed blocks it. There isn’t much room for clothes if you’re staying more than a week, probably less. A TV is in the room, but it isn’t connected to cable, so it doesn’t work. Restaurants are in the building, but there’s no room service. I put out the “make up the room” sign when I left at 08:30, but when I got back at 16:00, the room hadn’t been cleaned. At 16:45, two maids came to clean, but when I asked them to return in half an hour, they refused because their shifts ended in 10 minutes. The shower has no shelf for shampoo, which is inconvenient.

The staff were professional and spoke fluent English. Minh served us and was friendly and polite. The hotel was nice and clean, and the suite layout works well for families who want separate bedrooms while still having a shared space for family time.

The delay and checkout treatment left me especially upset. Official check-in was at 2:00 PM, but I waited around 30 minutes. At checkout, I had to wait more than 15 minutes for a room inspection and wasn’t allowed to leave, while other guests left right away. If that’s standard procedure, it should be applied equally. It added to my impression that I was being treated differently. The same male receptionist handled me from check-in to check-out. He was consistently unfriendly, cynical, and unprofessional, and his manner seemed noticeably different with better-dressed guests. It strongly gave me the impression that appearance was a factor in discriminatory treatment. I booked a room with 2 queen beds and 1 single bed for five people, then was asked to pay an additional 1,500,000 VND for the fifth guest. I paid to avoid a conflict, though the policy seems questionable given the room’s bed setup. This was disappointing and clearly below five-star standards. I’ve stayed in five-star hotels dozens of times and have never experienced service that felt this discriminatory. I’m sharing this as constructive feedback, not to seek or accept compensation or compliments. It’s unfortunate to see a well-known brand’s reputation hurt by staff conduct. The staff involved should be seriously evaluated because behavior like this damages a five-star hotel’s credibility. My stays with the Swiss-Belhotel Group in Jakarta have always been consistently professional and satisfying.

Giang was super friendly and helpful while I was there. I had a great stay on my business trip, and the spacious room had everything I needed. Highly recommended.