Queen Hotel 2

The tour arrangements were unprofessional. The clerk set up a guide and asked about our itinerary, saying she’d prepare one, but it never came. When I asked for the tour company’s name so I could look up its website, she didn’t give it to me. My niece and I arrived unprepared for trekking. I would have brought a backpack to make the walk easier instead of carrying my heavy duffel to the homestay. We also had to pay extra for transport that was supposed to be included. The hotel also didn’t honor the prices shown in the booking app. I had to pay more when we arrived, and they didn’t bother to check their mistake. When I extended the stay, the website price was lower than what the front desk quoted.

We arrived to find nobody at reception and waited about 20 minutes. Then a girl showed up who couldn’t speak English properly. After a long discussion, she used Google Translate to tell us our reservation had been canceled and we couldn’t check in. I never received a cancellation email. Local people who arrived after us were all checked in. I’ve never had such a sad experience, and I don’t recommend this hotel. The staff were arrogant and disgusting, and didn’t know English despite the hotel being in the capital’s center.

We were able to sort out the room issue after a short negotiation: instead of five people sharing three beds and two floor mattresses, we got two rooms, one for three and one for two, at the price we’d paid for a five-person room. The hotel is in a very good location, and the main receptionist speaks fluent English. Our rooms were nice, though the AC was messy, and there was enough dust and dirt that the cleaning could have been better. The staff were pleasant, but kept trying to sell us other offers. When we asked to extend our stay, we were told they were sold out, even though Booking still showed plenty of rooms. Weird. :D Finding the place was difficult. Hanoi Lullaby Hotel and Travel is at 16 Phố Ngõ Trạm, Phường Hàng Bông, Quận Hoàn Kiếm, Hoan Kiem, Hanoi, Vietnam, but Google Apps and taxi apps like Be and Grab showed a different address. We had booked for five through Booking, and when I arrived they offered three beds plus two mattresses on the floor. I told them I wasn’t going to pay for that.

Huong went out of her way to make sure I enjoyed my stay, and was a big help with all sorts of things. The staff were courteous and helpful. It’s an older hotel, but I found it very comfortable and well placed in the old district.