Hanoi Prime Garden Hotel & Spa

After more than seven hours of travel from Ha Giang, we got in around 2am expecting the Deluxe Double Room we'd paid for. Instead, after taking payment, the receptionist said it wasn't available and gave us misleading information about a supposedly broken air conditioning unit. We were put in a completely different room on a family floor, without basic advertised items like toilet paper or a working TV. We were woken repeatedly in the early morning by banging on the walls, screaming, and excessive noise from other guests on that floor. We barely rested after the long journey. The next day we had to pack everything and move to the room we should have had from the start, wasting time and causing unnecessary stress. I asked for the first night to be refunded. At first the manager seemed cooperative, acknowledged the problems, and accepted responsibility, so we believed there would be a fair resolution. But no refund has arrived. After those conversations, the manager stopped replying to our messages and calls. Staff have since told us there would be no refund. We paid cash, so as tourists we've also paid ATM and transaction fees to get the money, and now we're losing more because of the hotel's mistake. The way our complaint was handled made things worse. We got conflicting information, arguments, and silence, and at times felt misled instead of helped. No meaningful compensation or solution has been offered, even though management acknowledged what happened. The room we paid for wasn't provided, the replacement was unacceptable, our sleep was disrupted, and we had to move. This was an unpleasant, stressful, and deeply disappointing stay, and I wouldn't recommend it.

The hotel is on a quiet side street, and we really enjoyed our stay. Our room was spacious, tidy, and clean, with a huge bed, a modern bathroom, and a hot shower with good pressure. They cleaned the room every day and offer laundry service, which came in handy. Staff were friendly and let us store our luggage before or after check-out. Great place, and I'd recommend it.

I had a confirmed two-night booking at HANOI PRIME CENTER / HANOI PRIME GARDEN HOTEL & SPA, but when I arrived during the booking period, staff refused to check me in. The staff member Vu was arrogant, and I had to find another hotel urgently for my family, including a young child. In a WhatsApp conversation, the property said a refund had been started, but despite asking repeatedly I never got official email confirmation. I have supporting messages and video evidence from that exchange. I also contacted the owner directly and got no reply or explanation. Based on what happened, I'd be cautious about booking here, including through third-party platforms. I noticed several similar reviews, which makes me concerned this may be a recurring issue. The reviews on Agoda and Booking.com don't seem to reflect the poor standards and repeated overbooking. It also appears that negative reviews may be removed from booking platforms. I hope booking platforms, especially Agoda, look carefully into the property and ensure better accountability for future guests.

We arrived with a confirmed reservation, only to be told our room had already been given to other guests. We were left stranded and had to find another hotel at the last minute, costing us time and money. The staff showed little concern or responsibility for the trouble they caused. A confirmed booking should count for something, especially after a long trip. The service was completely unprofessional and unreliable. I wouldn't recommend this hotel if you want peace of mind while traveling.