Imperial Hotel & Spa

Money was stolen from our room on Day 1, and the hotel’s response was not satisfactory. CCTV was not shown despite repeated requests and was only shown the next day in fast-forward. We also received a different room than booked and an undersized airport transfer despite informing them that we were 6 people with luggage. The hotel was clean, the food was okay, and the location was convenient, but the lack of cooperation and support was very disappointing.

The staff Tim and John really made our stay a memorable one. They gave us a complimentary breakfast and provided an upgrade as we were celebrating my husband's 50th birthday. Plus they made some decorations and provided a cake and a bottle of wine to celebrate the occasion. I have already recommended this place to my family and friends

AVOID This 1-star hotel with 4-star prices. Stolen property and suprise entry. Truly a shocking experience and borderline dangerous hotel. As an Agoda Diamond member who has stayed at many hotels in Vietnam and Southeast Asia, I would rate my stay at Imperial Hotel & Spa a 0/10. Petty? Perhaps, you decide. My experience is 100% factual and can be fully verified by the hotel's CCTV. Day 1. Wrong Room Twice & Absent Management: Paid 6.4 million VND for a 4-night stay in a "Premium Room" because we wanted to have a hot bath after walking and eating all day. This hotel has good rating and is located just next to Hoan Kiem Lake. It seemed like a great booking! We arrived at 5:45 PM on a weekday and were brought to room #6003 as an "upgrade," only to be told 15mins later it was an error. Reassigned to room #4007 which didn't match my booking. I showed the staff my booking details, and they claimed I didn't "request" a bathtub before arrival. Baffled. They don't even have a "Premium room without bathtub" option, so I contacted Agoda Customer Service. No manager was on-site during check-in. The receptionist informed me they would try to change my room when the manager came in tomorrow. We were kept awake until 4 AM by poor noise isolation and frustrated 5th-floor guests dealing with a broken A/C in their suite. With no one managing the situation, I had to walk upstairs myself at 3:15 AM to ask them to lower their volume. (Comments about strong odors are true: room #4007 and the 4th-floor hallway reeked of mold, though the 5th and 6th floors smelled fine). Days 2-3. The "Upgraded" Room: At 8:45 AM, the receptionist moved us to room #5009, which actually matched the Agoda listing, speaking as if they were "re-upgrading" us. When the keycard failed to open the door, I went back to the lobby, where he mocked with" I used the same card for you.😅" when "Let me help you." should be the training this young man received. He later realized the door lock battery was dead. The rooms are kept clean, and my stay on days 2 and 3 was fine except for constant chair-dragging noises late at night. I overheard two other guests complaining about the same issue. Management could easily install pads on chair legs, but they choose to "say sorry and do nothing." Bonding with those guests over shared frustration was the only empathy we experienced here. Day 4. Unauthorized Entry & Stolen Property: Around 8:45 AM on checkout day, staff opened our room door without knocking, even though the DON'T DISTURB light was turned on. Can this stay get any worse? Guess what. It can! During checkout, the staff asked me to fill out a review form and were shocked to hear my experience. Their cluelessness confirmed they don't communicate with each other. We were given two packets of coffee as an apology. After checking out, I discovered one of two motorcycle helmets was stolen while parked in the hotel's spot right outside their front door. At this point, we could not care less about the helmet and have never felt so relieved to leave a hotel. It's no secret that Vietnam has a young workforce but this hotel is operated by children. Thank you for reading this far, fellow hotel lovers.

The rooms are feeling very old, mattresses need replacing and the shower bath is old and needs complete renovation. The staff are great but young. The WiFi was no good. Have stayed here several times in the past but won't stay there again.