Dusit Le Palais Tu Hoa Hanoi

The hotel is large and well-equipped

The room is very new. The front desk will help deliver the luggage to the room. The service is very good. There is also a front desk lady who can speak Chinese. I will consider staying again next time I come.

I stayed here on the last day of my birthday trip. To be honest, I regret staying here.  On Trip.com, it was shown that there was a sauna, and there was also a picture of the pool, so I was looking forward to it when I arrived at the hotel, they said it wasn't open yet. I feel like I was scammed. Also, looking at the room pictures on Trip.com, I was expecting the superior room to have a very beautiful view of the lake, but the room I was shown only had a view of the residential area under construction, and  there were construction materials and other things placed around, so the view was very poor. I asked for a room change, but I was told that since the hotel is not yet fully open and only offers rooms on the lower floors, there are no rooms with a lake view because they are on the higher floors. I was told that if I paid the difference, I could change the room type and get a room with a better view, so I changed rooms. However, when I checked the price difference between the plans displayed on the official website, the difference was quite high, so I went to the front desk to negotiate the difference. Then, the manager who was with the staff had a condescending attitude, saying that it was only natural that the difference would be large because the plans were different! It's the hotel's policy, so I won't say anything more. They cut off the customer and treated me like I was insulting them. This rubs customers the wrong way and is something that should never be done. I couldn't contain my anger at the manager's rude service. I was also angry, so I asked the person's name and asked them to call me because I wanted to talk to the accommodation manager. The accommodation manager was not there at the moment, but he said he would be at work at 8:30 tomorrow, so we would meet then. The person's customer service attitude was really bad, and I have never had such a bad experience even though I stay in hotels 100 nights a year. However, after that, when I told the accommodation manager that I would file a complaint, he suddenly became more lenient and apologized. However, I can't forgive him anymore. He said he wanted to apologize by paying the difference, but I told him many times that I would pay it. I told him that I would talk to the accommodation manager tomorrow morning and decided to go to bed that night. The last day of my precious birthday trip. I was really disappointed that I wasted my time on such trivial matters. The next morning, the buffet breakfast was delicious and of high quality. The front desk staff greeted me in front of the elevator, so I confirmed that I would be checking out between 10 and 10:30 today and would like to meet with the accommodation manager. Then in the morning, I checked out at 10:30. The accommodation manager did not come. Instead, the assistant front office manager came. When I asked what the accommodation manager had done, I was told that he was in a meeting. I cannot understand the manager's attitude of treating an angry customer with a complaint disrespectfully, not apologizing, and prioritizing an internal meeting. I am very disappointed to learn that Dusit Hotel has this kind of mindset. I believed that Dusit Hotel was a great hotel with warm hospitality, so I was disappointed to learn that this is not the case. The bellmen, doormen, and front desk staff who served me were all very polite and there were many wonderful staff members. However, the accommodation manager and above were completely useless. If there had at least been a proper apology from the accommodation manager when I checked out, I might have felt better, but I thought about it on the plane back home and it became a bad memory. The hotel facilities themselves are wonderful and lovely, but there are many facilities that have not yet opened and only the rooms on the lower floors are open, so the view is not great. There is no need to go out of your way to stay here. I do not currently recommend this hotel. The photo shows the view from the window of the first room I was shown to. It's a shame.