Grand Mercure Hanoi 5 stars

Dear Ms. Da H. B., Thank you very much for sharing your feedback with us. We are delighted to hear that you found our lounge staff kind and attentive during your stay. Your kind words will certainly be shared with the team as encouragement. Regarding your room preference, we sincerely apologize for the inconvenience caused by not initially receiving a high-rise room as requested in your pre-arrival communication. We are glad that we were able to accommodate your request and change your room after the first night to better meet your expectations. Please rest assured that guest comfort and satisfaction are our top priorities, and we appreciate your understanding. We look forward to welcoming you again and providing an even more seamless experience. Warm regards, Nguyen The Quang Front Office Manager

Dear Ms. Jiayu L., Thank you very much for your kind words and for taking the time to share your feedback with us. We are delighted to hear that you are satisfied with our service efficiency and service level, and that you found our hotel's location convenient, just a 10-minute drive from the old city center. We also appreciate your constructive comments regarding the low water pressure in the shower and the slight damp smell in the corridor and room. Please accept our sincere apologies for any discomfort these issues may have caused during your stay. Your feedback is invaluable in helping us improve, and we hope to have the opportunity to welcome you back soon, providing you with an even more comfortable and enjoyable experience. Warm regards, Nguyen The Quang Front Office Manager

Dear Mr. Megandran N., Thank you very much for your kind words and positive feedback. We are delighted to hear that you enjoyed our excellent breakfast spread and found your room comfortable during your stay. Your satisfaction is our top priority, and it is rewarding to know that our efforts to provide a pleasant and welcoming experience have met your expectations. We look forward to welcoming you back for another enjoyable stay. Warm regards, Nguyen The Quang Front Office Manager

Dear Mr. N. Giap V., Thank you sincerely for sharing your feedback. We are truly delighted to hear that your recent stay exceeded your expectations and that you felt the Platinum benefits and service were delivered with the courtesy and professionalism you deserve. It’s especially gratifying to know this experience stood out positively compared to others. We also appreciate your honest observations regarding the sustainable toothbrush and toothpaste. Your perspective is valuable, and we understand the balance between sustainability initiatives and guest comfort must be carefully maintained. We’re also pleased that you found the shaving amenities up to the high standard you expect from Sofitel. It’s encouraging to hear our team handled the business booking and Accor eligibility with clarity and efficiency. Your recognition of this effort means a great deal to us. We look forward to welcoming you again soon—and thank you for continuing to choose Accor hotels. Warm regards, Hannah Phan Guest Experience Manager

Dear Ms. Joanna C. M., Thank you very much for sharing your detailed feedback following your stay with us. We are delighted to hear that you found our hotel modern, enjoyed the spacious and beautifully decorated room, and appreciated the large breakfast spread and the pool for your children. Regarding your comments about the location, we understand that walking to the Old Town can be challenging and potentially unsafe, especially with children, due to the roads. We recommend using the readily available and affordable taxis, which typically take about 20 minutes to the Old Town, as you experienced. We apologize for the inconvenience caused by the light switches in your room and the occasional odd smell from the bathroom. We will look into these issues to improve our guests\' comfort. Additionally, we regret that road noise disturbed your night; for future stays, we suggest requesting a higher floor room to minimize noise, as you noted. Thank you again for your valuable insights. We hope to welcome you and your family back soon for an even better experience. Warm regards, Nguyen The Quang Front Office Manager