Lotte Center Hanoi

Vivien is a great help, thank you

My overall experience with Tirant Hotel at Hanoi Old Quarter was exceptional. Just to name a few areas they have impressed me: 1) I was seated comfortably, served a drink and skewer of fruits while the front desk processed my check in. The front desk staff then explained everything I needed to know professionally. Full marks for first impression! 2) Meticulous housekeeping with no visible dust and everything I needed in place. All amenities were well maintained. 3) Breakfast with wide variety of food excellent in both taste and presentation. 4) The warm and attentive service by the hotel’s staff made my experience perfect. Their F&B Manager even got me a cup of ginger tea when he saw me sneezing on my first morning there. I doubt you can find such sincere and personalised service even in international five star hotels. I also wish to thank another of their front desk staff who came to my aid when a GrabBike rider tried cheating me. He handled the situation skilfully and made that rider back off. Tirant Hotel is definitely great value for money, highly recommended for every visitor to Hanoi!

The reception staff were rude and dismissive when I arrived, and my room was not ready at check-in. What made the experience particularly upsetting was that they took the time to accommodate a large party arriving at the hotel while dismissing my concerns. As an Expedia VIP member, I politely asked about my eligible benefits but was met with an unhelpful and disrespectful attitude. The way I was treated left me feeling unwelcome and discriminated against. Delays can happen, but basic courtesy and respectful customer service should be expected from every guest. Unfortunately, this experience left a very negative impression.