Mike's hotel hanoi - Terrible services

Aug 11, 2009 | Trip type: Family

we arrived at the hotel approx 4pm after traveling down fron China. We tried to check in but were told there was no standard room available and would i mind waiting whilst they cleaned our room. I was miffed to say the least but at the end of the day it was just one of those things.

Whilst waiting i was asked for tours, day trips etc... It was a full on sales pitch even though id made very clear all i wanted was my room.

About 20 mins later I asked how much longer we would be waiting and was told I could stay in a deluxe room for the night then move to a standard room in the morning. The reason being they didn't have a standard room. I was fine with that. We went to the room, which wasn't really my idea of deluxe, to me it just looked like a normal double room.

I had my 2 young children with me, aged 4 and 7 and they were exhausted so it wasn't long before we were all unpacked and fast asleep.

About 9pm the phone rings “we have your room available” I said “Its 9pm my children are asleep, what are you talking about?” He told me that we had 10 minutes to vacate the room since a standard room was now available. I refused and said you cannot just kick us out at such a time, we were unpacked, the children were sleeping! Instant knock at the door and some guy is stood there wanting to get my luggage; I told him we would move our own stuff since my kids were still in bed. He said I needed to hurry up. I was fuming; I got the kids up, packed all our stuff and went to the lobby. I asked to speak to the manager and a woman came out called Lee Ma, I explained how this was ridiculous and she wasn’t bothered, she spoke to about 4 other colleagues in Vietnamese, I asked if she could speak English and she was having none of it. I said forget it and started to walk away, I turned round and she was laughing. With them. Believe me, she was stood laughing her head off.

So I asked to speak to the manager, she was telling me he was unavailable and would speak to me in the morning. Normally I wouldn’t have stood for that, but it was 30 degrees plus, I was covered in sweat, the kids were so tired and so we went to our new room. I opened the door and my daughter screamed. There was a lizard on the floor. I took a photo of it on my phone and went back to the lobby.

I said what had happened and that I wanted refunding now and wanted to check out.

The staff were having none of it and tried telling me that Lizards are native to Vietnam and its just one of those things. After everything that had happened i just wanted to go elsewhere. So in the end I said if you don’t do it then I will sit on your doorway all night trying my hardest to convince every English speaking person not to stay. The manager appeared. I explained to him and asked if he had kids and how would he feel etc. he was telling me he couldn’t refund me since I had paid through Expedia.

I phoned Expedia in the UK who were very helpful. She tried phoning the hotel to sort it all out and to ensure id be refunded. She called me back and said the hotel are not answering the phone so she would contact the management the following morning.

I explained this to the manager and he said, “My Company owns 3 hotels in Hanoi, what if I move you to another one of our hotels at no extra cost” I agreed.

Now, i have no doubt whatsoever the manager will address this review and leave some comment about how it was out of his control etc etc, i have left many reviews on trip advisor and have visited loads of countries, please take the time to check how unbias and authentic my reviews are before accepting some pre fabricated excuse the hotel will probably leave.

I would never stay at Mikes Hotel again. Ever. And if anyone wants the picture of the Lizard, PM me and ill gladly provide it.