Dusit Le Palais Tu Hoa Hanoi
Hanoi
レビュー
The staffs were friendly and accommodating. They have a nice little bar to hang around, the drinks were tasteful too and the price is even a bit cheaper than at cocktail bars in central Hanoi. Highly recommended
I have higher expectations for this hotel in terms of customer services as the rooms and decorations are of high quality standards. However, the staff that I encountered were very unprofessional, particularly the staff in the afternoon and evening. I had to bring my own suitcases to my room when checking in. A lot of the staff would be talking with one another and forgot to do their job like opening the door for their customers when entering and exiting. While I was sitting in the taxi paying and could not get off the car immediately, the security guard opened the door and said we need to get off quickly even though we didn’t take more than 2 minutes paying our taxi driver. I find the customer service truely disappointing given the beauty of this hotel. It is a shame that our holiday is affected by horrible customer service everytime we get back to our hotel where we are supposed to rest and chill. I would not want to come back to this hotel again in my next visit to Ha Noi.
We had a bit of confusion that was the fault of my booking app. But the manager and staff went out of their way to accommodate us. Super helpful. A lovely hotel that is beautifully designed and well built. The food was also quite good. Not downtown but great airport access.
I stayed at Dusit Le Palais Tu Hoa Hanoi for one night to celebrate my friend’s birthday. My first impression was very positive. As soon as I entered the hotel grounds, I was impressed by the beautiful architecture, pleasant signature scent, and peaceful atmosphere. The overall design felt modern, elegant, and relaxing. However, when my friend and I entered the lobby, we felt a little uncertain because no staff member approached us to ask if we needed assistance. With several counters in the lobby, it was not immediately clear where check-in was located, and I had to approach the front desk myself to ask. After check-in, we were informed of our room number, but the receptionist did not provide any detailed information about the hotel facilities or explain the benefits included with our room. We only learned about some of these services after asking ourselves. In addition, there was no luggage assistance offered when we headed to our room. The room itself was comfortable, well-designed, and had a lovely view. However, the sliding bathroom door was quite heavy and difficult to open. As female guests, amenities such as shampoo, conditioner, and body wash are important to us. Unfortunately, the room did not provide conditioner, which left our hair feeling quite dry after washing. I also found the bathrobe to be quite small compared to those provided at other 5-star hotels where I have stayed. Another issue was a flashing green light in the room during the night, which made it difficult for us to sleep. We were unable to locate a switch to turn it off and assumed it might have been related to the fire safety system. The highlight of our stay was definitely the pool attendant working on the afternoon of June 2nd. Unfortunately, I did not get his name, but he provided outstanding service. As soon as we arrived at the pool, he warmly welcomed us, confirmed our room number, prepared loungers for us, and introduced the changing room and shower facilities. He also asked whether we planned to use the sauna so he could prepare it in advance. When we arrived at the sauna, he had already prepared slippers for us. Throughout our visit, he regularly checked on us and offered assistance whenever needed. He was the only staff member during our stay whom I would personally rate 5 stars, and I regret not getting his name so I could recognize him properly. Overall, we had a comfortable stay, and the breakfast was enjoyable. However, had the front desk team introduced the hotel’s dining options and promotions, we probably would have chosen to dine at the hotel instead of going elsewhere. At check-out, no one asked about our stay or whether we had enjoyed our experience. For a hotel positioned as a 5-star property, I believe the service should consistently reflect that standard. First impressions and guest interactions at reception are extremely important, and there is room for improvement in this area. Despite these points, the hotel has beautiful facilities and great potential, and I hope to see the service become as exceptional as the property itself.
This is a stunning hotel designed with luxury appointments and fine attention to detail. Unfortunately, the service standards have declined in recent months. This was our 5th or 6th visit and our welcome started with a contracted security guard who doesn’t speak English, with no bellman in sight. At check-in, front desk staff were chatting among themselves, and one employee was openly picking his nose. At the bar, they were out of rum for a signature cocktail, the draft beer system was not working properly (taking 3–4 minutes per pour), and the staff couldn't answer basic questions about the hotel. When paying with cash, we had to wait while they hunted for a cashier. The tacky happy hour blackboards are suited to a local pub - not a luxury hotel lobby. The wine prices at the Italian restaurant are wildly inflated. The lobby used to have a great, vibrant evening atmosphere, but that energy is completely gone. It’s a shame - they built a luxury international property, but it's missing luxury management. It feels like a brand-new Mercedes with a Toyota engine.
