The hotel is definitely very luxurious but perhaps due to the recent change in management, service is not what I expected of a 5* hotel. We had no bell boy and we lugged our own luggage (a heap of them!) off the taxi to the lobby. No one was at either restaurant to see to our enquiries at 5pm. Dinner service at Pacifica was very slow (45min for first appetiser) and they are more competent w Viet cuisine than western. My premier room was amazing though. So was the fitness centre - the pool, jacuzzi and sauna were a relaxing experience and the staff were very smiley and happy to make us comfortable. In a longer stay I would try the gym w their yoga and Pilates classes.
Comment from Hotel Management
Nov 23, 2016 by Marc Emmanuel, Hotel Management
Dear Valued Guest,
I appreciate you taking the time to share your concerns regarding your recent stay at Pan Pacific Hanoi.
Please accept my sincerest apologies for the service you received during your stay, which definitely does not reflect our usual standards of quality and hospitality.
I am truly sorry that our Concierge was not available at the time you arrived the hotel to assist you with the luggage, no one from the restaurant to take care of your request and we kept you waiting for the appetizer too long. Your comments have been shared with the Directors of Rooms and the Director of Food and Beverage. Please rest assured that appropriate actions has been taken with our Concierge and restaurant service staff to ensure these mistakes do not happen again.
However, I am pleased to read that you were happy with our room, the Fitness Centre and the friendliness of our staff.
Thank you for your valuable feedback. I hope you will give us the opportunity of welcoming you again in Pan Pacific Hanoi.
Pan Pacific Hanoi