Singita Classy Boutique Hotel

The location is decent, but guests should know that the room they get may not match the photos online unless they raise the issue. Clear and honest listings matter, and I hope management makes sure the actual rooms are consistent with the images used on booking platforms. My main problem at Singita Classy Boutique Hotel was the first room I received. It did not look like the room advertised on Agoda. The hotel kept saying it had a window and a double bed, but that wasn't the point. Its appearance, condition, and quality were very different from the photos. It looked old and poorly maintained, far from boutique quality, with rusty fixtures, worn, outdated linens and towels, and a neglected feel. I chose the hotel because of those Agoda photos, so the mismatch felt misleading. The hotel initially refused cancellation and kept citing its non-refundable policy instead of dealing with my concern that the room didn't match its listing. After several complaints and escalating it through Agoda, I was moved to a different room on the second night. That room finally looked like the online photos. To me, that suggests the original room wasn't equivalent to what was marketed. If it had been the same standard, there would've been no need to move me. I appreciate that they eventually transferred me, but guests shouldn't have to complain at length just to get the type of accommodation they booked and paid for.

My partner had a medical emergency this morning, and Richard and another staff member contacted a travellers hospital and arranged a ride so we could get there quickly and safely. We were frightened by his illness, and the staff's help through that scary moment meant a lot. We really appreciate everything they have done and continue to do for us. We'd arrived a few hours early because the airport staff were so efficient, and the hotel welcomed us warmly. Richard helped us get organized and checked in early, and brought us a welcome tray or gift that was delicious and refreshing after the long trip. We appreciated that he could speak English with us while we're still learning Vietnamese. Our room was as described and had everything we needed. It was clean, the sheets were fresh, the bathroom was stocked and clean, and the bed was comfortable. We also appreciated the water and snacks. We loved the window overlooking the city and watching people below. I expected more noise, but with the window fully closed, traffic was quite muffled. There is noise in the Old Quarter, but our room's location was very reasonable. It was easy to find the hotel, down an alley from the street beside Hair 22. I was worried we'd get lost, but we didn't. We love staying here, and the staff are the best part: helpful and happy, a true reflection of the wonderful people in Hà Nội. We'll stay again when we return.

The staff couldn't really solve our problems. The heater on the 9th floor in January didn't work and blew cold air, so their only suggestion was another blanket. On two of our four days there was no hot water, and I couldn't shower after coming back from outside. The room was freezing, dusty, had hair left in the bathroom, and a lot of mold. I reported the cleanliness problems, but nothing was done. I stayed four nights, Jan 2-6. The hotel also felt far from Hoan Kiem Lake and not central at all. I visit Hanoi every year and don't expect luxury in the Old Quarter, but this was by far the worst hotel I've stayed in. I would never return and absolutely don't recommend it.

The free airport pickup was the main reason we booked. Without it, I would've been quite disappointed. Our reservation was also supposed to include free early check-in, but for whatever reason we didn't get it. The hotel is clean and centrally located, though be prepared for noise. We booked through Booking.com, which listed it as 4*, but it isn't. The rooms are clean but outdated and sad. Breakfast was poor, nothing like the pictures, and the service felt inattentive.