We travel with our second child—one is 13, the other is 6. Usually, the younger one shares the king bed, and we get an extra bed for the older one. But that didn't work at this hotel: first, the rooms are too small to easily add an extra bed, and second, they charge even for children who don't need an extra bed, so we might as well just book a second room. As a result, our expenses were much higher than at typical hotels. Plus, with all the glowing reviews online, our expectations were probably very high, so we ultimately felt quite disappointed.
The service wasn't necessarily bad, but compared to the Ha Long Bay pioneer cruise we stayed on the day before—where the staff even peeled shrimp for us and smiled constantly—the staff here seemed a bit cold. Compared to the Sheraton from a few days prior, where communication was fast and efficient, the staff here couldn't get straight to the point. (Checking in while seated at a table does project a sense of luxury, but they didn't mention where breakfast was or what time it started and ended; it felt like putting on a facade of good service without actual efficiency.) It's true we might be nitpicking, but this is a famous, highly-rated hotel in Hanoi after all.
The moment we stepped into room 171, there was a strong, damp musty smell. The window could open, but without a screen, bugs would get in, so after opening it briefly and letting flies in, we didn't dare ventilate the room anymore. The second room we tried, 168, had been freshly cleaned; at first, it smelled nice thanks to air freshener (we thought we had misjudged the hotel and that maybe room 171 just hadn't been lived in for a while). However, when we came back after dinner, it had the exact same damp, musty smell, showing it's a systemic issue.
Room 171 was a connecting room (the door was hidden behind a mirror, very hard to spot). We were initially worried about soundproofing, but the front desk said we could change rooms if it was noisy. Since we had already unpacked, we decided to let it be. As it turned out, the neighbors didn't disturb us, but housekeeping the next morning did. It was my first time actually hearing the neighboring room open a toilet lid, organize their wardrobe, not to mention the vacuum cleaner (I recorded a video right from bed after being woken up by it). Room 168, however, had no noise issues, and since it was around 8:30 AM, it wasn't overly unreasonable, so we just let it go.
The historical tour was fantastic, and the poolside area was very relaxing. The staff showed great finesse: seeing you lying down, they would first bring over some complimentary lemonade and fruit before asking for your room number and name. It felt thoughtful while also effectively keeping out non-guests, which was a great touch.
The glasshouse breakfast venue is stunningly, breathtakingly gorgeous. The breakfast wasn't bad, but it didn't feel as extensive as the Sheraton's, and the space felt a bit cramped. Leaving the serving tongs directly resting on the food is actually a minor hygiene concern; places like Sheraton keep them in a separate holder, which is both cleaner and saves space. I might be nitpicking again, but this is a famous, highly-rated hotel after all.
Sigh. When I was lounging by the pool, I felt so comfortable and marveled at how many things the hotel did right, but that damp, musty odor is truly a major flaw for Sofitel Legend Metropole Hanoi.
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