GRAND HOTEL du LAC Hanoi

Great area and facilities but rooms are a bit small for the price

Location is super, just a few hundred meters from Hoan Kiem Lake. Staffs are friendly

I can’t recommend this hotel enough. The rooms were amazing and so clean the location was perfect and the staff were so hospitable. It was an absolute pleasure staying there. Thank you to all the staff for making the experience fabulous. We will be back soon

I booked a 2-day Sapa tour package through this hotel because I trusted their recommendation and expected the hotel to stand behind the services they sell. Unfortunately, this became one of the most disappointing experiences of our family holiday. The transportation was poorly organized. We were picked up first, then spent a long time collecting passengers from many hotels. The bus became overcrowded, passengers were complaining loudly, the vehicle was not clean, and after changing buses there was an unpleasant smell. The itinerary also failed to meet expectations. For a 2-day Sapa package, I expected a well-planned program with worthwhile attractions. Instead, one of the days had very little planned, and I ended up exploring Sapa on my own and discovering better places than those included in the package. The biggest disappointment, however, was the hotel’s response. I booked and paid the hotel, not the tour operator. When problems occurred, I expected the hotel to take responsibility and protect its guest. Instead, I was repeatedly referred to the tour operator. I also requested refunds for the unused meals, transportation, and homestay after making my own arrangements. During our conversations, I was given the impression that these requests would be handled fairly. Unfortunately, that did not happen. My family paid approximately *** for this package, which mainly covered one-way transportation, one homestay night, and entry tickets to only three attractions. Despite acknowledging the problems, the hotel offered only a very small compensation, which I believe was neither fair nor reasonable considering the amount paid and the disruption to our family holiday. What disappointed me the most was the lack of transparency and accountability. I expected honesty, fairness, and support from the hotel, but I left feeling that my concerns were not treated with the seriousness they deserved. A hotel should stand behind the products it sells instead of leaving its guests to deal with a third-party supplier. To be fair, Vietnam is a beautiful country and Sapa is an amazing destination. My disappointment is entirely with the way this tour package was sold and how my complaint was handled. I cannot recommend booking tour packages through this hotel. If you stay here, I strongly recommend arranging your tours independently. Based on my experience, the hotel did not provide the level of service, accountability, or fairness that I expected, especially when trying to resolve a genuine customer complaint.