Hanoi Memory Premier Hotel Spa

The location is good if you want to stay in central Ha Noi, and the staff are nice. But the hotel itself is outdated and nasty, and the room was cramped, small and dirty, nothing like the big, clean space in the pictures. The bedding was just two flat sheets, one folded over the bed, another to sleep under, plus a duvet with filling. The staff didn't fix the problems, though I don't blame them; they were just there to work. It felt like a New York hotel in the busiest city, where you sleep, shower and get on with the day. I got drunk about three of the five nights just so I could fall asleep and forget how disgusting the room was.

The staff made us feel really welcome and helped us a lot. Phuc, Minh and Giang were especially kind, and I had a wonderful time. The rooms were spotless and spacious, with a stunning view. The decor had lovely attention to detail, and everything felt clean. Highly recommended!

We checked in around 8pm, went out to eat after our tiring journey, then decided we couldn't stay and checked out at about 10:30pm. The room and the refund process were both exhausting. At first I didn't ask for money back, but Mr. Ming, or a similar name, at reception verbally offered a refund for three of our four nights and said the owner would contact Agoda. Since we'd paid through Agoda, he said the hotel couldn't process it directly. I asked for written confirmation, but he said he had no email access and his boss would contact Agoda. I trusted what he said and left after photographing his LINE conversation with his boss. Later, Agoda said the hotel would refund only two nights under its cancellation policy. Communication was difficult and inconsistent despite attempts by both me and Agoda to contact the hotel. In the end I accepted the two-night refund to avoid more time, expense and stress. If a refund is promised, get written confirmation with an official hotel stamp or email before leaving. Without it, disputes can be hard to resolve. The place was badly maintained, despite the website pictures seeming to show it just after renovation. Ants were on the door, table and in the bathroom. The bathroom window was broken and couldn't be shut or locked; it opened onto a large balcony, raising privacy and safety worries because someone could potentially get into the room that way. Wind blew in while showering, and the sink had a million-years stain. Furniture was worn, the walls were peeling, and there were shoe prints on the sheets, covers and pillows. Towels were extremely thin and yellowish, there was no in-room safe, and the king bed was made from two beds. The lobby had piled-up items and dusty surfaces. Even the broken key ring seemed to be treated as normal.

The nightclub next door played loud music with vibrations until around 5:00am, so sleeping was impossible. We booked two nights but left early without talking to reception. We figured there was no point, since we believed they wouldn't refund us however bad the stay was. The room was shocking from the start. The carpet was old, filthy and seemed unhygienic; cockroaches ran across the floor within minutes. A strong stale smell made the room unbearable, and the linen looked worn out. Everything felt neglected. Don't be misled by the positive online reviews or the so-called “Agoda Preferred” label; they didn't reflect what we found. This was easily our worst hotel experience. Save your money for somewhere clean and comfortable. The place really gives you a “memory” you'd rather forget. I'd strongly advise staying elsewhere.