Aurora Central Hotel

Recommend for family

convenient location with friendly and attentive staff. well maintained facilities and was clean. great value for money and will recommend as a choice

The room is clean, food is delicious, the staff is friendly and helpful. Essentially, there's nothing to complain about.

I booked this hotel for three separate nights hoping it would be a good experience from the positive reviews I read. My family of 5, including myself, 2 older adults over 60, and 2 kids (10, 12) booked family suites and single rooms for these stats. The first 2 nights were without Incident. The staff were kind and helpful and the facilities were as expected. The breakfast was average but decent. The third night was a different experience. After a 6 hour return trip from Sapa to back to hanoi, upon check in back to Aurora Central, I was Informed my family suite, reserved a month in advance had been given to another customer who did not have a reservation (claiming health issues). But the hotel would “take care of us.” They offered to send us a taxi to take us to a sister hotel in another part of old quarter, where my family would be split into two small rooms. After a long journey, all we wanted to do was rest. I was very disappointed the hotel easily decided to not honor our reservation. I asked for a refund, and that we would stay somewhere else of our choosing, that would be closer to our next destination. The staff refused this request stating it was my responsibility to cancel the booking and take it up with Agoda. I told staff that is absurd as the reason for the cancellation is that the room itself is not Available as the hotel chose to give preference to another client who did not have the family suite reserved. Thus it’s the hotels responsibility. Yet the staff refused. After living in Vietnam for over a year- this is a very common occurance at low quality low budget hotels, and I did not expect this at Aurora. I was an d am very disappointed. I explained to the hotel, at a minimum we should have been notified before we arrived at the hotel. Also, that simply removing our family shows extreme lack of care and dis-respect for clients who have reservations. Additionally, clients with health issues should be in a healthcare facility, not a hotel. As such we felt we had no choice and needed rest, so we agreed to shuttle to the other hotel. Unpin arrival and check in, we discovered the two rooms we received, each had one bed. So we were provided 2 beds, for a family of 5. The hotel claims they did not have enough time but this is not true, there was plenty of time. Again I was Incredibly disappointed at how my family was treated, like low class citizens easily disposable . I had to personally request additional beds to allow our 2 children a place to sleep. The next day, upon checkout, the manager apologized and offered us a free taxi ride to the airport, and a 50% return of my payment. I think a 50% refund is an insult since I had requested a full cancellation. If the hotel truly cared, they should have offered 100%. Besides the point, my main concern isn’t a refund or a free taxi ride or any gifts. The problem is my family being treated like removable assists in favor of someone who didn’t even have a reservation. I will never return to this hotel.