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Reviews of West Lake 254D Hotel & Residence

4 out of 5
West Lake 254D Hotel & Residence
No 254d Thuy Khue Road, Hanoi

Reviews

8.4

Very Good

Rating 10 - Excellent. 91 out of 227 reviews" "
Rating 8 - Good. 100 out of 227 reviews" "
Rating 6 - Okay. 26 out of 227 reviews" "
Rating 4 - Poor. 7 out of 227 reviews" "
Rating 2 - Terrible. 3 out of 227 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.2/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

Ponekham

Liked: Cleanliness, property conditions & facilities
Very quiet and further away but I really enjoyed the hotel. Easy to get in and out. Everyone from the front desk, security, door and maid were super friendly and helpful. The Japanese restaurant downstairs with room service was a plus. Oir family enjoyed the pool and the gym with great air conditioner with pool side view was perfect. I would definitely stay there again and recommend it to everyone. My only complaint is the carpet in the bedrooms. If that can get removed (very old) I would give this hotel a 5 star. It’s not fancy but the all around experience was great.
Stayed 4 nights in Mar 2024
Response from Freddie on Apr 10, 2024
Dear Ponekham,Thank you for sharing your experience! It’s wonderful to hear that you enjoyed your stay at the hotel. The friendly staff, convenient location, and amenities like the Japanese restaurant and pool made your visit memorable.Your feedback about the carpet in the bedrooms is noted, and if that gets addressed, it would be a 5-star experience for you.Overall, it sounds like you had a great time, and we appreciate your recommendation!Kind regards,Giang/FreddieFront Office Manager

10/10 Excellent

Robert, Bellingham

Business traveler, Traveled with family
Liked: Cleanliness, property conditions & facilities
Always enjoy the staff, location and amenities
Stayed 7 nights in Apr 2023
Response from Tammy on Apr 25, 2023
Hi Robert,Thank you very much for taking your time to review our property and give us perfect score. We are delighted that you like our service, location and amenties. We look forward to welcome you back.Warmest regards,Tammy

10/10 Excellent

Robert, Bellingham

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 27 nights in Feb 2023
Response from Tammy on Apr 25, 2023
Hi Robert, Thank you for your perfect review. We are delighted that you had an enjoyable stay with us. We look forward to welcome you back.Warmest regards,Tammy

10/10 Excellent

Robert, Bellingham

Stayed 19 nights in Jan 2023
Response from Freddie on Mar 16, 2023
Dear Robert, thank you for your fabulous comment. It really makes our day!

8/10 Good

Patricia Nora

Traveled with family
Liked: Room comfort
Stayed 2 nights in Dec 2022
Response from Freddie on Dec 29, 2022
Dear Ms. Nora,Thank you for your feedback, we regret to hear that we didn't meet your expectation in some certain criteria. We do hope to have another chance to serve you better in the coming time.Regards, / T Giang

10/10 Excellent

Robert, Bellingham

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 3 nights in Jan 2022

10/10 Excellent

Verified traveler

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Mar 2021
Response from Tammy on Apr 9, 2021
Dear sir/madam, Thank you very much for staying with us and review our property. We appreciate it and look forward to welcome you back. Kind regards, Tammy

10/10 Excellent

Verified traveler

Liked: Cleanliness, amenities
Stayed 6 nights in Mar 2020
Response from t on Apr 18, 2020
Dear sir or madam, Thank you very much for staying with us and sharing feedback. We appreciate your support and look forward to welcome you back. Kind regards, Tammy

10/10 Excellent

Edward

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Exceeds expections
The serviced apartments are bright airy very comfortable fully equiped with top quality items not necessarly the most modern but top of the line quality ageless. The entire staff are well trained friendly and willing to assist even prior to requesting. Everyone is alert causing one to know the guest is welcome. The doorman can be compared only thoes of nobel hotels of London Paris or New York truly a wonderful experience
Stayed 5 nights in Jan 2020
Response from t on Feb 9, 2020
Dear Edward, Thank you very much for staying with us and sharing feedback. We are delighted that you had an enjoyable stay with us and you like our facilities and services. We look forward to welcome you back. Warmest regards, Tammy

8/10 Good

Antoinius Eduarda J

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 7 nights in Dec 2019
Response from t on Jan 19, 2020
Dear Antoinius, Thank you for staying with us and sharing feedback. We appreciate it and we look forward to welcome you back. Warmest regards, Tammy

8/10 Good

Ng

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was good service for the front counter girls.Helpful & understanding.Well done!The Japanese food at level 1 is good & cheap.We almost have every meal there.Will recommend friends & relatives to this hotel .
Stayed 2 nights in Dec 2019
Response from Jolie on Dec 27, 2019
Dear Mr/Ms Ng, Thank you for your support to Somerset West Lake! It was our pleasure that you enjoyed our service and also the food at the restaurant. We look forward to welcoming you again in the near future! Best regards,

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
the suite was comfortable and spacious. the restaurant served good food. the hotel staff was friendly and knowledgeable
Stayed 5 nights in Nov 2019
Response from t on Nov 15, 2019
Dear sir/madam, Thank you very much for staying with us and sharing feedback. We are delighted that you had an enjoyable stay with us and you like our apartment, restaurant as well as service from our staffs. We look forward to welcome you back. Warmest regards, Tammy

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were great and helpful. The rooms were clean and spacious
Stayed 4 nights in Oct 2019
Response from t on Nov 1, 2019
Thank you for review our property. We are delighted that you like our service and our apartment. We look forward to welcome you back. Warmest regards,

10/10 Excellent

Verified traveler

Stayed 1 night in Oct 2019
Response from t on Nov 1, 2019
Thank you for taking your time to review our property. We appreciate it and look forward to welcome you back. Warmest regards, Tammy

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Oct 2019
Response from t on Nov 1, 2019
Thank you for taking your time to review our property and give us perfect score. We appreciate it and look forward to welcome you back. Warmest regards, Tammy

6/10 Okay

Ho

Disliked: Staff & service
Service is not that good. Compliments is bad
Stayed 5 nights in Oct 2019
Response from t on Oct 26, 2019
Dear Ho, Thank you very much for staying with us and sharing feedback. Please accept our apologize for impossible to meet your expectation. We appreciate if you could share details with us for our improvement. Warmest regards, Tammy

10/10 Excellent

Kay, Hanoi

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff professional and friendly. Door man/Security took care of extra luggage and did so with a smile on their faces.
Stayed 2 nights in Aug 2019
Response from T on Sep 8, 2019
Dear Kay, Thank you very much for staying with us and review our property. We are delighted that our staffs met your expectation. We look forward to welcome you back. Warmest regards, Tammy Tran Assistant Residence Manager

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room is clean and staff is very helpful
Stayed 1 night in May 2019
Response from Tammy Tran on Jun 8, 2019
Dear sir/madam, Thank you very much for staying with us and sharing feedback. We are delighted that our apartment and staff have met your expectation. We look forward to welcome you back. Warmest regards, Tammy Tran Assistant Residence Manager

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
AWESOME stay
We loved out stay here, modern, clean and good location. Reception and securit staff were excellent giving great local advice and friendly welcomes.
Stayed 3 nights in May 2019
Response from Tammy Tran on May 18, 2019
Dear Mr John, Thank you very much for wonderful staying with us and give us perfect score. We are delighted that you like our facilities and service from front desk and security. We look forward to welcoming you back. Warmest regards, Tammy Tran Assistant Residence Manager

6/10 Okay

khongsak

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2019
Response from Tammy Tran on May 4, 2019
Dear khongsak, Thank you very much for staying with us and review our property. We look forward to welcome you back to serve you better. Warmest regards, Tammy Tran Assistant Residence Manager

4/10 Poor

Emma, Perth, WA

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
I booked the executive studio with balcony and lake views. When i arrived the room had no balcony and no lake view. I went to reception and showed them the confirmation email from wotif, to which they replied their executive studios do not have balconies and wotif can write whatever they want about properties. I could change to a balcony room but it would cost extra. I argued back and forth, then went onto somersets direct website which also stated executive rooms have balcony and lake views. At this point they did move us into another room without additional charge. Breakfast was an additional $15 per person per day, and selection was tiny. Also, this hotel is in the middle of nowhere - you cant find breakfast or any sort of meal within walking distance, only coffee shops which do not serve food. We had to take a taxi in and out of old quarter each day (you can walk it in about an hour if you are up for it). Room was clean, no other issues.
Stayed 3 nights in Apr 2019
Response from Tammy Tran on May 3, 2019
Dear Emma, Thank you very much for staying with us and review our property. We would like to inform you that we have contacted relating website to correct our apartment description. Hopefully there will be no such confusion for your future booking. Moreover, we would like to update that our breakfast is charged at 150,000++ VND (equal to around 7USD) per person per day. We look forward to welcome you back to serve you better. Best regards, Tammy Tran Assistant Residence Manager

2/10 Terrible

CP, Kuala Lumpur, Malaysia

Business traveler
Disliked: Property conditions & facilities
Very old conditional Somerset, should avoid it. And is time for them to uplift the property.
Stayed 4 nights in Mar 2019
Response from Tammy Tran on May 1, 2019
Dear CP, Thank you very much for taking your time to review our property. Please accept our sincerely apologize for impossible to meet your expectation. We would like to inform you that we are working on improvement plan. Best regards, Tammy Tran Assistant Residence Manager

10/10 Excellent

Ha A

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good !
Happy!
Stayed 3 nights in Apr 2019
Response from Tammy Tran on Apr 15, 2019
Dear Ha A, Thank you very much for staying with us and giving us perfect score. We are delighted that you had an enjoyable stay with us. We look forward to welcoming you back. Warmest regards, Tammy Tran Assistant Residence Manager

10/10 Excellent

Verified traveler

Stayed 4 nights in Mar 2019
Response from Tammy Tran on Mar 30, 2019
Dear sir/madam, Thank you very much for taking your time to review our property and give us perfect score. We appreciate it and look forward to welcoming you back. Best regards, Tammy Tran Assistant Residence Manager

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good locationalbut too old Staf very friendly ..we recommande friend this hotel
Stayed 1 night in Mar 2019
Response from Tammy Tran on Mar 24, 2019
Dear sir/madam, Thank you very much for staying with us and sharing your feedback. We are delighted that you like our location and staffs. At the same time, we well noted your comment about building status. We are working on improvement. Best regards, Tammy Tran Assistant Residence Manager

4/10 Poor

Robert

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Nice room if you don’t mind mold.
We stayed in a 2 bedroom suite. The smell of mold was very strong. Although some mold is to be expected in a humid country where the A/C is turned off as soon as you leave, this was particularly bad. After a few minutes, we asked to switch rooms. They graciously accommodated us, but the smell in the second room was also bad. After sitting in the room for about 15 minutes, we decided our was more important than our money. We checked out without refund and went to another hotel.
Stayed 1 night in Feb 2019
Response from Tammy Tran on Mar 9, 2019
Dear Mr Robert, Thank you very much for taking your time to review our property. Please accept our sincerely apologize for impossible to meet your expectation. We appreciate your kind understanding about mold especially during this spring season. We will work with our team for improvement. Best regards, Tammy Tran Assistant Residence Manager

10/10 Excellent

Qingli

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2019
Response from Tammy Tran on Mar 9, 2019
Dear Qingli, Thank you very much for taking your time to review our property and give us perfect score. We appreciate your feedback. We look forward to welcome you back. Best regards, Tammy Tran Assistant Residence Manager

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
very very very friendly and helpful staff. makes a world difference in hanoi
Stayed 3 nights in Feb 2019
Response from Tammy Tran on Feb 26, 2019
Dear sir/madam, Thank you very much for staying with us and sharing feedback. We are glad that you enjoy your stay here and like our staff. We look forward to welcoming you back. Best regards, Tammy Tran Assistant Residence Manager

8/10 Good

Alison

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Short stay
We were only at the hotel from 8pm until 5:30am. But the staff was friendly and the apartment was clean.
Stayed 1 night in Jan 2019
Response from Tammy Tran on Jan 29, 2019
Dear Ms Alison, Thank you very much for taking your time to review our property. We are delighted that you like our facilities and service. We look forward to welcoming you back. Best regards,

8/10 Good

Dan

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good hotel if rate is less than $100 a night, location is okay for finding taxis and quick food
Stayed 2 nights in Jan 2019
Response from Tammy Tran on Jan 29, 2019
Dear Dan, Thank you very much for taking your time to review our property. We are glad that you like our location. We look forward to welcoming you back. Best regards,

8/10 Good

Yenty

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2018
Response from Tammy Tran on Dec 15, 2018
Dear Mr/Ms Yenty, Thank you very much for staying with us and review our property. We appreciate your feedback and we look forward to welcoming you back. Kind regards,

10/10 Excellent

Paul, Singapore

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very homely feeling. Location very ideal, off the highway and convenient access from/to airport and other places.
Stayed 2 nights in Nov 2018
Response from Tammy Tran on Nov 26, 2018
Dear Paul, Thank you very much for staying with us and giving us perfect score. We are glad to learn that you like our location. We look forward to welcoming you back. Kind regards,

10/10 Excellent

Samuel, Singapore

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
One of the better stays in Hanoi. I've been to Hanoi over 10 times in half a year and this is one of the better experiences. Convenience, location is great, service staffs are always courteous and helpful as well.
Stayed 6 nights in Nov 2018
Response from Tammy Tran on Nov 12, 2018
Dear Mr Samuel, Thank you very much for staying with us and giving us perfect score. We are glad to learn that you had an enjoyable stay with us. We look forward to welcome you back to our property. Kind regards,

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
This hotel is suitable for people who stay here of long time. Most of the tourist attractions in Hanoi is located in the old quarter . So for visiting those area, the hotel is a bit far located. But otherwise for the price and quality, they have courtesy transportation to the shopping center and to the old town so the service provided by the hotel is good.
Stayed 5 nights in Oct 2018
Response from Tammy Tran on Oct 30, 2018
Dear sir/madam, Thank you very much for taking your time to review our property and giving us perfect score. We appreciate your feedback and we look forward to welcoming you back. Kind regards,

8/10 Good

Kenny

Liked: Staff & service, property conditions & facilities, room comfort
Ok lah
Simple hotel
Stayed 3 nights in Oct 2018
Response from Tammy Tran on Oct 30, 2018
Dear Mr/Ms Kenny, Thank you for taking your time to review our property. We look forward to welcoming you back. Kind regards,

10/10 Excellent

Lars Morten

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2018
Response from Tammy Tran on Oct 21, 2018
Dear Lars Morten, Thank you for taking your time to review our property and giving us perfect score. We appreciate it and look forward to welcome you back. Kind regards,

10/10 Excellent

Regina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great and friendly service staff. Communicate well in English
Stayed 3 nights in Oct 2018
Response from Tammy Tran on Oct 17, 2018
Dear Regina, Thank you very much for staying with us and giving us perfect score. We are glad to learn that you enjoy your stay with us. We look forward to welcoming you back. Best regards,

10/10 Excellent

Kay

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Receptionists were friendly and professional. The door man/bell hop was also friendly and helpful. I extended my stay one more night. I made a mistake by booking a smaller room. The staff was kind enough to let me stay in the larger room so I did not have to change rooms. They go out of their way to make sure customers are happy and have what they need. A great place to stay.
Stayed 2 nights in Sep 2018
Response from Tammy Tran on Sep 25, 2018
Dear Kay, Thank you very much for taking your time to review our property and giving us perfect score. We are glad to learn that you enjoyed your stay with us. Your heartfelt words and special mention of our staffs will be shared with our team. We look forward to welcoming you back. Kind regards,

10/10 Excellent

Qishan, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent service and comfortable stay!
Our stay was great at Somerset West Lake. The hotel staff was amazing, they were nice and friendly and they went the extra mile to help us when we needed help during our stay in Hanoi. Kudos to the hotel staff! Really appreciate their hospitality and assistance! Our room was spacious and it was a really comfortable stay! Would definitely come back to Somerset West Lake for my next trip to Hanoi!
Stayed 3 nights in Sep 2018
Response from Tammy Tran on Sep 25, 2018
Dear Qishan, Thank you very much for taking your time to review our property and giving us perfect score. We appreciate your feedback and looking forward to welcoming you back. Kind regards,

10/10 Excellent

mr vu ngoc duy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2018
Response from Tammy Tran on Jun 17, 2018
Dear Mr Duy, Thank you very much for taking your time to review our property and giving us perfect score. We appreciate your feedback and look forward to welcoming you back. Kind regards,

8/10 Good

Kibong

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 5 nights in Feb 2018
Response from Tammy Tran on Feb 18, 2018
Dear Kibong, Thank you for taking your time to review our property. We appreciate your feedback and look forward to welcome you back in the future. Kind regards,

8/10 Good

Frank

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent place
Excellent place to stay when you're in Hanoi for a little longer, It's a hotel with serviced apartments. Clean, excellent service, spacious rooms and quiet once you're part the front door! The area has little special to offer, but you're on west lake which is one of the few parts of Hanoi where there's fresh air - a big plus.
Stayed 4 nights in Nov 2017
Response from James L on Dec 4, 2017
Dear Frank, Thank you for taking your time to review our property. We appreciate your nice comment about our service and facilities. We look forward to welcome you back in the future. Kind Regards, Thanh Tran Assistant Residence Manager

8/10 Good

Phuong, Sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel
Comfortable place to stay and very helpful staffs.
Stayed 3 nights in Sep 2017
Response from Thanh Tran on Oct 8, 2017
Thank you very much for your good comment! We appreciate your feedback.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2017
Response from James L on Oct 8, 2017
Thank you for taking your time to review our property. We appreciate your feedback.

8/10 Good

myungken

Liked: Staff & service
value for money
worthy for paid. good location
Stayed 2 nights in Jun 2017
Response from James L on Jun 28, 2017
Thank you for staying with us. We are glad that you had a wonderful stay. We hope you will stay with us again.

10/10 Excellent

Loic, Singapore

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value for money
Good value for money hotel. Rooms are studio type rooms with kitchen, bathroom, living-room, and bedroom. Location is good for travellers in transit as it is 30' away from the airport. Location is not the best for travellers wishing to visit the old quarters of Hanoi as it is quite far away. Breakfast is not amazing and pricey for the variety of food served. May be better to take breakfast outside. Service was good with very good reactivity of the staff. Pleasant stay and calm environment.
Response from JL on May 29, 2017
It is great to have you stay with us. Thank you for your compliments of our serviced residence and also the service of our staff. We appreciate your feedback regarding breakfast service which we will work with the service provider for an improvement plan. We hope you will stay with us again.

8/10 Good

Michael

Liked: Cleanliness, property conditions & facilities, room comfort
2 Bedroom Apartment
The location is quite quiet and not near the tourist areas. However, the apartment was large, clean, comfortable and well furnished.
Response from James L on May 29, 2017
Thank you for sharing your stay experience. It is great to have you stay with us. We are glad that you like the layout of the apartment unit and you had a comfortable stay. We hope you will stay with us again.

6/10 Okay

Jo, New Zealand

Liked: Cleanliness, staff & service
Great pool area and playground for kids.
We had booked one queen bed and two singles in a two bedroom apartment. We were given one king and one queen. Not great with a 10 yr old boy and 13 yr old girl, but we made do. Couldn't open doors onto patio, they were locked shut and our daughter got locked in one room as lock broke and maintenance had to come. Don't rely on washer/dryer as it's a front loader and didn't really dry the clothes even after 1 1/2 hours or so.
Response from James L on Apr 1, 2017
Thank you for sharing your stay experience. We are happy to hear that you like the location and the amenities of our serviced residence. At the same time, we are sorry to learn about the inconvenience caused by the faulty lock and the bed setup. We have noted your valuable feedback and are working with the departments concerned to improve the service delivery. We hope you will stay with us again giving us another opportunity to serve you better.

8/10 Good

Dorinda, Malaysia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean and comfy
We stayed at the hotel with another couple, sharing a 2-bedroom apartment. It was ideal, with the kitchenette and lounge area for our fellowship (otherwise we'll be in our respective hotel rooms). Hotel is not that new, but well-kept and clean. Staff were very helpful. It's location is also ideal, close to food places, with a view of the West Lake from our balcony. We will definitely stay here again.
Response from James on Feb 19, 2017
Thank you for choosing to stay with us. We are delighted to learn that you like our serviced residence. We are appreciative of your feedback. We look forward to welcoming you again.

6/10 Okay

Hong Nhung

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Booked the room because of the lake view however my room did not lake view. Hotel advised that it is the website's mistake.
Response from General Manager on Jan 28, 2017
Thank you for your feedback. We are sorry to hear about the inconvenience that you encountered during your stay. We have noted your feedback for our internal review and we hope that you will stay with us again.