The hotel is in horrible condition
Posted Apr 22, 2016
The hotel is 20+ years old and shows its age, the bathroom ceiling collapsed and almost hit my wife, the bathtub handle pulled out of the wall, the pool is not heated, the carpet smells, the tile grout is falling apart, everything is dirty and in need of replacement.......need I go on? The staff is aloof other than Ms. Mai Bui in the restaurant and one gal in the lobby. They still allow smoking in the hotel and the entire lobby smells like smoke and I fund a hair in my food. Our daughter was scared to go into the bathroom alone. Price should be about 40% lower based on condition and disengaged staff.
Comment from Hotel Management
by firstname.lastname@example.org, Hotel Management
Dear Valued guest,
We would like to thank you for the time you spent on reviewing your experience at Pullman Hanoi and did apologize for all inconvenience caused to you.
We regrettably noted the unwanted incident in the bathroom ceiling happening to your family and directly instructed our Engineering team to fix them immediately as well as informed the Vietnamese Owning company to continue pushing up the regular maintenance and refurbishment to make the hotel be up to the brand.
Luckily, I had the great opportunity to meet you and your family in-person before your departure to directly explain the case and send my sincere apology for this unfortunate case.As the gesture of appreciating your kind understanding and sympathy, we would like to waive off the upgrading room rate for two nights of the stay and it was our gratefulness to receive your acceptance on it.
Again thank you for your feedback as it encourages us reinforce our service quality and the hotel infrastructure.
We hope that this experience did not deter your confidence on the brand and you will allow us another chances to better serve you.
Sincerely and wish you safe travels,
Pieter De Weerd