Ratings based on 401 Verified Reviews

4.3 out of 5
89% of guests recommend
4.5 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Thoroughly enjoyed the hotel

Posted Dec 30, 2016
Very helpful and responsible staff. They searched for my watch in the room when I informed the hotel that I accidentally left my watch after check out.
Comment from Hotel Management
Feb 16, 2017 by M Emmanuel, Hotel Management
Dear Dr. Sandi, Thank you for taking the time to review your stay with us. I am very pleased to hear that you thoroughly enjoyed your stay with us and you had a very good comment on the helpfulness and responsibility of our staff. We do take pride in catering to our guests' needs the best way we can. We are looking forward to welcoming you back very soon. Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
5 out of 5
Recommended
for Everyone
by A verified traveler from Pittsburgh, PA

Great Staff

Posted Dec 28, 2016
Everyone fulfilled every request. Arranged city tour, airport transportation, and advised places to visit.
Comment from Hotel Management
Feb 16, 2017 by M Emmanuel, Hotel Management
Dear Charlie, Thank you for giving us a perfect rating and for recommending our hotel to other travelers. I'm sure our entire hotel staff enjoyed catering to your needs as much as you enjoyed your stay. Take care! Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
5 out of 5
Recommended
for Everyone
by A verified traveler

Great location near the lake

Posted Dec 23, 2016
Good facilities at the hotel esp the gym and very friendly staff. Lots of cafes at the periphery of the nearby lake and nice walkway to take a late evening walk.
Comment from Hotel Management
Feb 16, 2017 by M Emmanuel, Hotel Management
Dear Guest, Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! I hope your next stay is just around the corner. Call us if there is anything we can help you with. Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 21, 2016
Close to the lake. Convenient to all locations without the noise and crowd of old quarter yet short taxi ride to mostly all places.
Comment from Hotel Management
Dec 23, 2016 by Marc Emmanuel, Hotel Management
Dear Traveler, I am pleased to hear that you find our location to your liking. On your next visit, we are happy to share with you a sample itinerary that will help you maximize your stay in the area. I hope to see you again soon. Thank you Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 14, 2016
Very friendly staff and accommodating. Clean rooms, great view of the lake and amole items to chose from at breakfast. Close vicinity to town center.
Comment from Hotel Management
Dec 16, 2016 by Marc Emmanuel, Hotel Management
Dear Happy Guest. Thank you for giving us a perfect rating and for recommending our hotel to other travelers. I'm sure our entire hotel staff enjoyed catering to your needs as much as you enjoyed your stay. We are looking forward to welcoming you back to the hotel very soon. Thank you Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
5 out of 5
Recommended
for Everyone
by A verified traveler from LA

Beyond expectation

Posted Dec 10, 2016
Pros: Super attentive staff.
Location: Near west-lake with great view.
I had a bad case of food poisoning from my trip to Sapa before I arrive to the hotel. The hotel club staff, especially Tracy, were super kind. They had special food prepared for me and constantly checking on me. When I got better, they sent a fruit basket to my room. I felt much more comfortable knowing the staff is aware of my situation; it is never easy to be sick and alone in a foreign country but the hotel staff made me forget that I am alone.
Comment from Hotel Management
Dec 16, 2016 by Marc Emmanuel, Hotel Management
Dear Pinkish, Thank you for your kind review! We are always pleased to be your second home when you're at the area. We truly appreciate your kind words about our staff. It's definitely a boost for us every time we hear positive reviews such as this. We will be sure to let Tracy to know that she made an impact during your stay. We hope to welcome you back to the hotel soon! Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
4 out of 5
Recommended
for Everyone
by A verified traveler from Melbourne

Nice hotel with delicious buffet breakfast.

Posted Dec 2, 2016
Pros: Buffet breakfast
Cons: Shower pressure
Location: Near a major road.
Very comfortable beds in the hotel. Had a very good nights sleep. The shower was luke warm but all was made better when we were offered a complementary buffet breakfast, which was delicious.
Comment from Hotel Management
Dec 16, 2016 by Marc Emmanuel, Hotel Management
Dear Lauren, Thank you for your review. I'm happy that you enjoyed your stay and I'm looking forward to having you again as a guest in our hotel. Sincerely, Marc Emmanuel General Manager Pan Pacific Hanoi
4 out of 5
Recommended
for Everyone
by A verified traveler

Luxurious environment for relaxation

Posted Nov 20, 2016
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. Sincerely yours, Marc Emmanuel General Manager Pan Pacific Hanoi
5 out of 5
Recommended
for Everyone
by A verified traveler from SG

Enjoy our short stay at this hotel

Posted Nov 10, 2016
Pros: Good location and great staff we love our short stay at this hotel
Cons: Nothing really... we love everything... nice place to relax
Comment from Hotel Management
Nov 14, 2016 by Marc Emmanuel , Hotel Management
Thank you so much for taking the time to share with us your experiences in Pan Pacific Hanoi during your recent visit. It is our great pleasure to learn that you enjoyed your stay with us and we are delighted to receive your positive remarks on our staff, the location and the hotel itself. Please rest assured that we will pass your comment to the entire team as it will encourage us to keep up the good work. We are looking forward to welcoming you back to the hotel in the near future. Thank you Sincerely yours,
4 out of 5
by A verified traveler

Nice and Comfortable stay for a Business trip

Posted Nov 5, 2016 on Hotels
The hotel has been recently taken over by Pan Pacific group. Looks to have been redecorated. Being a GHA Black Card member I was upgraded to their Club Lounge room. The room seemed to be a routine Deluxe room with a lake view. Nothing special or different apart from the access that I have to the lounge club and its facilities. The rooms could and should have been bigger and better. Stay in the hotel is peaceful and does help you relax after a tiring day at work. Good for a business traveler. Very prompt and good room services, housekeeping assistance and club lounge experience. For a Black card member they have a Guest relationship manager attending to you and that feels special. They help you settle down very fast and start your hotel experience on warm note. The only flip side of my stay was the food I ordered for room service. I did bring this to the notice of their staff. The pizza I ordered was extremely oily and was virtually non-edible. Same was the case with eggs that were ordered for breakfast. I think the hotel chef's could be more cautious of the oil contents in their preparation and ensure it does not become overwhelming to their guests.
Comment from Hotel Management
Nov 16, 2016 by General Manager, Hotel Management
Dear Valued Guest, We would like to thank you for taking the time to share your review with us following your recent visit at Pan Pacific Hanoi. We are pleased to read that you appreciated the prompt and good services from our team of Housekeeping and Club Lounge and you enjoyed the visit in our hotel. The comment like yours is always encouraging for us to learn that our guests are satisfied with our services as it is what we strive for every day. We regret that the pizza offered from our Rooms Service and the eggs at breakfast did not meet your expectations. Your comments have been carefully noted by our Director of Food and Beverage and will be taken into account for improvement of the food quality. We hope we will have the pleasure of welcoming you again soon in Pan Pacific Hanoi. Sincerely yours, Marc Emmanuel General Manager Pan Pacific Hanoi