We chose to return to InterContinental Hanoi Westlake after a fantastic first visit, but our October 2-6 stay was a severe disappointment. While Mr. Tuan Pham provided excellent hospitality during our initial check-in, the hotel's operational and management standards completely collapsed afterward.
We were given Room 658, which featured a detached, broken shower head and a malfunctioning AC. After a hot, sleepless night, we wasted three hours the next day waiting in the room for a technician, receiving zero proactive updates from the staff. We eventually had to cancel our evening plans, pack our luggage, and move to a ground-floor room that, while in the same category, had a significantly downgraded view.
The true failure was the management's dismissive and contradictory response. When we asked Duty Manager Mr. Duy Pham for reasonable compensation for the severe disruption, he offered a free breakfast. When we declined, he gave us an ultimatum: accept the breakfast or take a "free cancellation" and find a new hotel immediately. The following day, a different manager admitted the hotel could not actually authorize that cancellation.
After moving rooms multiple times and escalating a formal complaint to the General Manager and IHG Corporate, the hotel's executive team did not even extend the professional courtesy of a written reply. Instead, they simply offered a free 90-minute massage offline to sweep the issue under the rug.
A genuine 5-star property takes accountability and communicates clearly. This management team relies on contradictory statements, unhelpful ultimatums, and avoiding a paper trail. If you value your vacation time, look elsewhere.
