Delasea Ha Long Hotel

The room is quite spacious, but the shower area is not very clean. There is noticeable mold, although it does not really affect the shower experience. The bed is soft and comfortable, which I really like. The gym facilities are fairly basic, and some of the equipment is either broken or difficult to adjust. There also seem to be some problems with the electricity supply. During our stay, all the electrical appliances would sometimes suddenly turn off, even in the middle of the night. For example, the TV unexpectedly turned on early in the morning, and the air conditioner stopped working while we were sleeping. In my opinion, I wouldn’t consider this a five-star hotel. The whole property feels quite old, and there are often flies or other insects around the breakfast buffet, which does not seem very hygienic. The breakfast selection is also very limited. Apart from the affordable price, there are not many advantages.

1. Unclear and misleading information from the Sales team The Sales team provided unclear and misleading information regarding my booking. When I made my reservation through Agoda, the rate plan I selected clearly indicated that breakfast was included. In fact, it was more expensive than the room-only rate. However, upon check-in, the front desk showed me my reservation details, and under the "Benefits" section, breakfast was not listed. As a result, I was denied the benefits that were supposed to be included in the rate I had booked. Whether breakfast was included is not the main issue. The real concern is that the hotel staff did not seem to understand or have accurate information about the rate plan and benefits that the guest had purchased. This is particularly disappointing to me because I work in the OTA Sales department of a hotel myself, so I understand how these rate plans and booking details should be managed. 2. Room amenities and ironing policy For a five-star hotel, I was surprised that guests are not allowed to borrow an iron and are instead required to pay for the hotel's laundry and ironing service. There was also no information about this policy in the Hotel Directory. I only needed to quickly iron one dress shirt, but instead I was required to use the paid ironing service, which was both inconvenient and time-consuming. This policy does not meet the level of convenience and service I would expect from a five-star property.

The hotel is newly renovated so room is nice and modern, however, cleanliness of the hotel is questionable. There was a cockroach in my friend’s room and I had insect wing and egg on my bedsheet. The hotel also has sewerage smell at the entrance.

We stayed here for one night and had a pleasant experience. The rooms were spacious and comfortable, and the staff were very fast and accommodating when our fridge was not working. A special thank you to Hoa, who helped us book a taxi to Ninh Binh. She was incredibly useful, kind, and helpful throughout our stay. The other staff were also very friendly and welcoming. Overall, we had a lovely stay and would recommend this hotel.