Hanoi Malo Boutique Hotel

The location couldn't be better, and our room was clean and a good size, with wood paneling that gave it an elegant look. Breakfast was a highlight, with plenty of Western and Asian choices plus hot noodles and eggs made to order. The restaurant staff worked hard to make sure everyone enjoyed the meal. The entrance is understated, so we were pleasantly surprised by the elegant decor inside. The staff clearly cared about their work. Reception was always staffed by warm, helpful people who greeted guests coming and going with “Have a good day” or “Welcome back.” Rosa handled check-in efficiently and pleasantly, explained our booking and gave us a map with places to shop, visit, and eat. We were welcomed with fruit cocktail drinks, sugared plums, and cold towels. Rosa and Sarah, Lisa.... gave us particularly attentive service.

We looked at lots of hotels before choosing Hanoi MALO Hotel, and my husband and I are really glad we did. The team, especially Rosa and the staff, were warm and excellent at looking after us. They remembered personal details and did what they could to make us comfortable. The massages were excellent, and we left happy. We loved the breakfast buffet and the restaurant's food so much that we came back for dinner several times. A fantastic experience.

We booked four nights but left in under two hours. Arriving exhausted, we hadn't noticed the dirty hallways or slimy elevator before seeing the room. The air conditioning was fantastic, which gave us a moment to take in the awful condition: mold and mildew on walls, pictures, window sills, and pillows. The bedding also had mildew and unmistakable blood spots. The bathroom door's latch had been torn out, so we had to prop it shut, and there was no shower door at all. The clogged “rainfall” head didn't work, and the cheap replacement had to be aimed at the wall to use it without a door. Then the water heater failed, so even trying to rinse off didn't work. There are plenty of hotels in the Old Quarter, so we went downstairs and explained why we were leaving. We asked for a refund for at least three of the four unused nights. The man gave a strange smile and said, “We already made up the room for you so we can't refund.” I honestly think he knew how disgusting the room was. We contacted the booking website, which has tried to reach the hotel, but no one there answers the phone.

The rooms were absolutely horrible for cleanliness, but the service was good. Vu, one receptionist, gave us genuinely world-class five-star service. He said his name meant cloud. He was kind, asked for honest feedback about the hotel, carried our luggage to the street, then talked with us and waited around 15 minutes while we waited for our bus. He was a highlight of my time in Hanoi. That guy is going places.