Lotusama Hanoi Hotel

Excellent customer service, I specially want to give a shout out to Mina and Harry, who helped me navigate through Hanoi with their advice. The breakfast is abundant and fresh everyday with a stunning display of fresh fruits. A small detail about the room is that the bedding and towels are showing some signs of wear. Overall a solid 5 stars, with an excellent central location. Thank you again for all your kindness 🐾

Amazing stay in Hanoi! The staff were incredibly friendly and made us feel welcome from the very beginning. The service was excellent, the rooms were clean, and the airport transfer was smooth and perfectly organized. Everyone was very helpful and attentive throughout our stay. Highly recommended! We would definitely stay here again on our next visit to Hanoi!

We had a wonderful stay here during our holiday in Hanoi! A special thank you to Chloe at the front desk and the handsome gentleman whose name we unfortunately didn’t get. 😊 They were both very friendly and helpful throughout our stay, and we really appreciated their kindness and assistance. The room was clean, quiet, and comfortable, which made our stay even more relaxing. Thank you for helping make our time in Hanoi so enjoyable. We had a lovely holiday and would be happy to stay here again! ❤️

We booked two Superior Double Rooms at Lotusama Hotel through Booking.com and were excited to arrive after a long flight. Upon arrival, the staff welcomed us with complimentary drinks and snacks, which was a lovely gesture. While we were enjoying our drinks, the customer service representative, Chloe, informed us that the Superior Double Room we had booked either had no window or had a window facing a wall. She then offered us a different room for the same price and suggested that we book it directly through the hotel instead. When I asked if we could first see the room we had originally booked, I was told that it was not yet ready. She also mentioned that they would cancel our Booking.com reservation free of charge if we chose the alternative room. At that point, it felt as though this was a well-rehearsed sales tactic. What was particularly disappointing was that the Booking.com listing did not clearly state that the Superior Double Room either had no window or only a window facing a wall. Had this been disclosed, we could have made an informed decision before booking. After discussing it as a family, we decided to accept the alternative room. We had just completed a long journey, were exhausted, and our children simply wanted to settle in and rest. While we appreciated the staff’s friendliness and hospitality, we were disappointed that such an important detail about the room was not made clear in the booking description. Greater transparency would have helped us avoid an unpleasant surprise upon arrival.