Dear Jihua S.,
Please accept our sincere apologies for the delay in replying to your feedback. We regret to learn that your recent stay did not meet expectations and that you experienced concerns regarding the taxi arrangement, room noise, and soundproofing.
Regarding the taxi service, we would like to clarify that when you approached our Front Office team, it was already close to your boarding time. To ensure you reached the airport promptly, our team arranged a licensed taxi that was already waiting at the hotel entrance. This vehicle operated on the meter, and the fare was based on standard rates from our official taxi partner. We sincerely apologize if, due to the urgency of the situation, this was not communicated clearly and led to misunderstanding. Please be assured that our staff have no intention of colluding with drivers, and we will reinforce communication standards to avoid similar issues in the future.
We also acknowledge your comments about the noise from the machine and the poor soundproofing. We regret the inconvenience caused and have shared this feedback with our engineering team to review and address.
Your observations are invaluable in helping us improve both our facilities and service consistency. Thank you once again for bringing these matters to our attention. We hope to have the opportunity to welcome you back in the future and provide you with a more seamless and enjoyable stay.
Warm regards,
Nguyễn Hương Ly
Guest Experience Executive
Pullman Hanoi
Dear Yukun C.,
Please accept our sincere apologies for the delay in replying to your feedback. We regret to learn that your recent stay did not meet expectations, particularly with regard to service and lounge access.
We acknowledge your comments regarding the room occupancy policy. Kindly note that, as stated in the booking terms and conditions, the room type reserved accommodates 2 adults and 1 child. Since your original booking was for 3 adults, the hotel policy required the addition of an extra bed. We understand this may have caused frustration, but the policy is applied consistently to ensure guest comfort and safety.
We also regret that our team’s attitude appeared uncooperative. This is not the level of hospitality we strive to deliver, and your feedback has been shared with our management team to reinforce service standards and ensure a more attentive approach in the future.
At the same time, we are pleased to know that you enjoyed our location and breakfast selection. Your recognition of these aspects is encouraging for our team.
Thank you once again for sharing your candid observations. As an ALL Accor Platinum Elite member, your comments are invaluable in helping us improve, and we remain committed to restoring your confidence in Pullman Hanoi. We hope to welcome you back in the future with a more seamless and enjoyable experience.
Warm regards,
Nguyễn Ly
Guest Experience Executive
Pullman Hanoi
客户意见评级 3.0/5
Xin L.
商务住宿
-
所有已确认评论
酒店无吸烟房间，不方便。
Dear Xin L.,
Please accept our sincere apologies for the delay in replying to your feedback. We regret to hear that you found the renovation to feel old and that the absence of smoking rooms caused inconvenience during your stay.
As Pullman Hanoi is a non‑smoking hotel, this information is stated on our official website to ensure transparency for all guests prior to booking. We understand this may not have met your preference, but our policy is designed to maintain a healthy and comfortable environment for all visitors.
Your observations regarding the renovation are important to us, and we will share them with our management team to review potential improvements.
Thank you once again for your feedback. We hope to have the opportunity to welcome you back to Pullman Hanoi and provide you with a more satisfying stay in the future.
Warm regards,
Nguyễn Hương Ly
Guest Experience Executive
Pullman Hanoi
客户意见评级 5.0/5
Jue Z.
商务住宿
-
所有已确认评论
地理位置好，床品很舒适，早餐品种也很多
Dear Jue Z.,
Please accept my sincere apologies for the late response to your feedback. Thank you for your kind feedback regarding your recent stay at Pullman Hanoi. We are delighted to hear that you found our location favorable and enjoyed the comfort of our bedding along with the variety offered at breakfast. Your satisfaction is our priority, and we appreciate your positive remarks as they motivate our team to consistently deliver the best experience for our guests.
Warm regards,
Nguyen Huong Ly
Guest Experience Executive
Pullman Hanoi
客户意见评级 3.0/5
Wenzhi L.
商务住宿
-
所有已确认评论
服务态度一般
Dear Wenzhi L.,
Please accept my sincere apologies for the late response to your feedback. We regret to hear that you found certain aspects of the hotel a bit old during your stay. Your comments are very valuable to us, and we are continuously working on improvements to ensure our facilities remain comfortable and up to date.
Thank you for sharing your thoughts, as they help us identify areas where we can enhance the guest experience. We hope to have the opportunity to welcome you back and provide you with a more refreshed and enjoyable stay in the future.
Warm regards,
Nguyen Huong Ly
Guest Experience Executive
Pullman Hanoi
客户意见评级 5.0/5
Yong L.
商务住宿
-
所有已确认评论
非常愉快点入住体验
Dear Yong L.,
Please accept our sincere apologies for the late reply and thank you for your kind words regarding your pleasant stay at Pullman Hanoi. We are delighted to hear that you enjoyed our prime location and had a positive experience during your visit.
As an Accor ALL Platinum Elite member, your loyalty is truly valued, and we are committed to ensuring each of your stays with us is memorable.
Thank you again for your kind words, and we look forward to welcoming you back to Pullman Hanoi.
Warm regards,
Nguyen Huong Ly
Guest Experience Executive
Pullman Hanoi
住的不错
客户意见评级 5.0/5
匿名
朋友住宿
-
所有已确认评论
非常棒
Dear Erhao R.,
Thank you for your kind review! We are delighted to hear that you had a wonderful stay at Pullman Hanoi and that your experience was enjoyable.
It’s fantastic to know that your trip with friends was a great one—we love being a part of memorable moments and shared experiences!
We look forward to welcoming you back for another fantastic stay in the future with Pullman Hanoi.
Warm regards,
Nguyen Huong Ly
Guest Experience Executive
对客户反馈视而不见
客户意见评级 1.5/5
Howells
单人住宿
-
所有已确认评论
通过回复河内铂尔曼的欢迎邮件，完全不予回复。二次邮件发送，均不回复。深感失望。
Dear Wenhao Z.,
Warm greetings from Pullman Hanoi!
Thank you for taking the time to share your detailed feedback following your recent stay at Pullman Hanoi. As a valued Accor ALL Gold member, your opinion is very valuable to me, and I truly regret to hear that your experience with us did not meet your expectations, and I sincerely apologize for the inconveniences you encountered during your stay.
First, I want to extend my apologies for the lack of response to your emails. This is certainly not the level of service we aim to provide, and I have shared your comments with our Guest Relation team to ensure better follow-up in the future.
Regarding your feedback on the room condition, I am deeply sorry to hear that the smell in the room was unpleasant. This is not the standard of cleanliness and comfort we strive to offer. I have immediately alerted our Housekeeping team to thoroughly inspect and address this issue, ensuring it does not affect future guests.
I also apologize for the discomfort caused by the condition of the bathroom. Your comments will help us improve our maintenance procedures, and we will prioritize these areas to ensure they are in optimal condition moving forward.
I understand your frustration with the check-out process. The long wait times you experienced at the front desk are certainly not reflective of our usual standards. We are currently reviewing staffing levels during peak hours to avoid such delays and ensure a more efficient and seamless check-out experience for all guests.
Once again, I truly appreciate your candid feedback. It provides us with valuable insights into areas that need improvement, and I assure you that we are addressing each of these concerns with the utmost urgency. We hope to have the opportunity to welcome you back in the future and provide you with the high level of service and comfort that Pullman is known for.
Thank you for bringing these matters to our attention.
Kind regards,
Nguyen Huong Ly (Ms.)
Guest Experience Executive
