Pullman Hanoi Hotel

The rooms were dark and gloomy, and maintenance problems made an already disappointing stay worse. The air-conditioning in my children's room was so noisy on the first night they struggled to sleep. It was fixed the next day, but then the same issue started in our room. The wall-mounted soap and shampoo pumps were also very hard to use, taking repeated effort to get even a little out. Renovation work left the property and surrounding area untidy, with dust, a cement smell, construction in common areas, and workers' shoe marks outside the elevators. The second-floor pool had no food or beverage service. Before we even arrived, the hotel tried to change the terms of our confirmed booking because of rate changes and initially refused to honor one room booked with points. At breakfast, the selection was reasonable, but service was uneven. My masala omelette came out oily and undercooked, and when I asked politely for another, the chef said, "this is how it is done," instead of addressing the problem. On our last morning, although breakfast was advertised until 10:30 AM and we had collected food before then, a manager asked us to leave our table around 10:45 while we were still eating so the area could be reset. There were dozens of empty tables, so it felt unnecessary and unwelcoming. The whole experience fell far short of what I expected from a Pullman property. Between the booking trouble, renovation disruption, upkeep issues, and poor response to problems, I’d stay somewhere else next time I’m in Hanoi.

Before breakfast hours on my early checkout day, the staff thoughtfully made me a breakfast box, which I really appreciated. My four-night stay was pleasant, and the front desk team were friendly, professional, and helpful throughout. The hotel was clean and well maintained to the Accor brand's high standards. I also enjoyed the evening restaurant food, which was delicious and satisfying. The fitness center had new machines and a good mix of equipment for different workouts. Highland Coffee in front of the hotel is currently closed for renovation, but that didn’t affect my stay. I’d gladly come back.

Huong at the Executive Bar made a real difference to my visit. She was warm, attentive, and always willing to help, adding a personal touch that made the stay memorable. The Pullman Hanoi itself is comfortable, with spacious, well-kept rooms, modern design, excellent amenities, and an elegant but welcoming feel. I’d recommend it for business or leisure, and I look forward to returning to Hanoi.

The hotel has the facilities you need, though it’s showing its age and could use a face-lift. Breakfast could also use more variety; I wouldn’t want the same choices every morning. Still, the service from all the staff is a big reason I’d return when I’m in Hanoi. Ms. Loan and Ms. Minh at reception always smiled when we passed and were patient as we worked through payment, since we’re not used to the Dong. We spent hours at breakfast, and the restaurant team noticed every little thing and were eager to help. Ms. Lan Anh took especially good care of us each day, was proactive, and shared lots of tips for Hanoi, Sapa, and Danang. She’s a true ambassador for Vietnam. Ms. Tran leads the Executive Lounge with Mai, Hieu, and Nhi. They worked hard clearing tables and offering more drinks and snacks.