Novotel Ha Long Bay 4 stars

There was nothing to complain about this hotel, our 2 nights here were perfect and the room rate was reasonable, The location of the hotel is very strategic and there were a lots of places with interesting night activities. Most importantly, staff in this hotel was very polite and showed us good restaurants and places to go so we have more local information from them.

Day 1 - Toilet holder broken on floor, bed side table missing and lounge chair is dirty. Very few staff spoke any English which was annoying. We went to the bar and were provided with 2 different wine lists. Asked why this particular wine list was available and couldn’t answer. Ordered 2 glasses of wine and were told out of stock. Day 2 - Had to ask for a napkin at breakfast and that continued each day. Went to the bar during hour. No guests present. Asked what were the house wines on offering and was told only beers & cocktails were available during happy hour. Told her advertising states wines also. Then the supervisor has an argument with her which was embarrassing. I requested a white wine and she said we have this wine. I said that is red wine. They went out the back for 4 minutes and we gave up left the bar. We returned at 11.15pm and their were guests drinking. I was told by the front desk that the bar is closed. Then why are guests still drinking. Bar closed. Using google translator, is their room service available, yes then I would like to order xyz, response bar is closed.pathetic service and gave up. Day 3 - same as day 2, our key card wouldn’t open our door. Receptionist apologised staying a staff member thought we were here for 1 night. We had booked for 5 nights. Had a meal in the bar as the restaurant was empty. We soon found out why. We took 2 mouthfuls our meal we shared and left the bar. Meal was disgusting. We were advised that they had an IT problem when we originally booked online and would raise the payment now. Low and behold they used the current exchange rate which was to my disadvantage. Trying to explain the difference was another struggle but we got there. Day 4 & 5 - Had daily breakfast and ate outside the hotel. It was such a disappointing experience and they rate themselves 4 stars. In your dreams. We had stayed at The Sofitel in Ho Chi Min & the Mercure in Hanoi and Novotel in Da Nang and were all brilliant hotels. I’m not surprised I haven’t received a survey email which applies to all Accor Hotels. Actually Accor should send their Forensic Team to investigate the operations as it appeared no one of seniority were present.

We were warmly welcomed at the hotel by Thu and her friendly staff. The buffet food was quite good. Everything was very nice and comfortable. I visited on the weekend and experienced the hustle and bustle of Ha Long. It was a very enjoyable and meaningful trip

The room we have stayed has a nicw view including the hill and also the sea. The breakfast was good although they do not have too much options. The staff was nice and very helpful, we will come back and recommend my friend to visit this hotel when we come to Ha Long.

Room was stuffy & no aircon, have to call service 3 times even at 10pm to fix it. I suspect they turn off the or switch to low air mode as the hotel occupancy is super low. Bad enccounter at Reception during money exchange with the front desk staff. There is little ink mark on a note & the staff refuse to exchange. After 10 mins arguement, finally get the exchange done. Its a birthday celebration trip, but was spoiled by the room condition & staff service.