Sofitel Legend Metropole Hanoi

Service: I checked into room 184 on October 4th. After washing at 11pm, I found blood stains on the sheets and quilt covers, and the cotton pads in the toilet were also unsealed. After giving feedback to the hotel, two service staff came to deal with the matter, but they were obviously inexperienced. They wanted to change the sheets so late to solve the problem. Fortunately, they agreed to my request to change the room, but no one gave a feedback on the matter. I emailed the hotel to ask for a clear statement on the matter, but they did not think it was a problem on the hotel's side, although I did not have enough evidence to prove that it was left by the previous guest (after all, I checked in in the afternoon). Later, after I said I wanted to complain about this, one of their managers gave us biscuits and tea in person when we checked out to apologize, and said that they would refund 20% of my first night's room fee. As a goodwill gesture from their management team, I also accepted it and emailed me to inform me that I would coordinate directly with Ctrip and update you at any time during the process. The processing time of the refund may take 30 to 45 working days. They will do their best to ensure that the funds are returned to my account as soon as possible. But to this day, I have neither received a 20% refund of the room fee (although it has not yet reached 45 working days), nor have I received any updates on the matter. I remembered it a few days ago and sent an email again to understand the progress of the matter, but I did not receive any reply. Environment: The hotel environment is indeed very good, and the location is also good. Facilities: It is quite satisfactory, and you can get caught in the rain in the bathtub. Breakfast: Very rich, the service is also very good, and the restaurant is also beautiful, which is worth experiencing. Overall: Except for the episode of room hygiene that makes people speechless, the rest is generally good. In short, the room service needs to be improved. During the check-in process, I called to ask for a one-time free razor, but it was never delivered. Later, when communicating about hygiene matters in an email, I mentioned this matter. As a result, without confirming with me, they knocked on my door at around 12 o'clock in the middle of the night to deliver the razor to me. I was asleep at the time.

非常滿意，很方便

환경 이슈로 칫솔 빗 등이 나무로 만들어져 양치할 때 칫솔모가 빠져서 불편하고 빗으로는 머리 빗기가 힘듦

It's very nice and fancy, the service staff is also very enthusiastic, the location is great, the facilities and breakfast are excellent, I will bring my family there next time.