Pentstudio West Lake Hanoi

Recent reviews on Google, Booking, and Agoda showed us a consistent run of complaints from roughly the past 8 months, so we canceled before arriving. The pattern seemed to point to a possible change in management of the whole complex. People mentioned last-minute cancellations, trouble reaching the host, unexpected extra fees, and poor communication, as well as cleanliness problems, including bathrooms that smelled of sewage. We’d booked based on strong Airbnb ratings, but with the risk feeling too high for international travel, we decided not to go. I’d check reviews across platforms from the last 6 to 12 months before booking, rather than rely on older ratings.

Everything was fine in the apartment I rented on the 15th floor for two nights. I’m satisfied 🇻🇳🙂

It’s outside the business area, but once you know the neighborhood, the location is very convenient. Lots of local shops are a 5-7 minute walk away, and Avery nice Lotte Mall is within 10 minutes on foot. There are plenty of restaurants in the mall, along with a supermarket.

Airbnb refunded us in full after we sent evidence, but the stay should never have reached that point. We booked through Airbnb and had a terrible experience. The apartment felt neglected from the start: there were dirty dishes in the dishwasher and slippers left outside on the balcony. Upstairs, ants were all over the bed, nightstand, bathroom, and other surfaces. We also found cockroaches in the kitchen and an inappropriate personal item in the night drawer. When we contacted PentPlex, the host, they dismissed our concerns, saying “ants are not pests,” blaming the weather, and telling us “this is not a hotel.” They offered no solution, just excuses. Airbnb canceled our reservation after issuing the refund, so we couldn’t leave a review there, but future guests should know. Avoid this place. It wasn’t clean or safe, and it wasn’t worth the money.