Westlake Pearl Apartment & Hotel - by Pegasy Group

The environment inside was incredibly bad. This is the worst hotel I've ever stayed in. The sheets were very dirty and torn. The bottled water had foreign objects in it, like tap water had been poured in, it was disgusting. It seriously ruined the mood of my trip. Once I checked in, I couldn't get out, and they didn't resolve any issues. I arrived at 3 PM, and at 5 PM when I tried to check out from outside, they refused to process it. Brothers and sisters, do not stay at this hotel.

While this hotel might not compare to a four-star establishment in China, the service is absolutely impeccable. It's more like a boutique hotel, small yet refined. The room was cozy and came equipped with a washing machine and refrigerator, which was incredibly convenient. There are plenty of dining options nearby, and it's right next to West Lake. Breakfast on the 8th floor offers stunning panoramic views of West Lake. Our concierge, Hanna, contacted us before check-in and was incredibly warm, lovely, and had a fantastic attitude. Both my colleague and I were extremely satisfied with this hotel throughout our stay. Highly recommended; I'll definitely choose this hotel again next time I visit Hanoi.

The room was very quiet and the bed was just the right softness. The soundproofing wasn't great, but since our suite was at the very end of the hall, it didn't really bother us. The front desk lady was super nice and even helped me book a table at the restaurant I wanted to go to.

The room was quite spacious for Hanoi standards, and the facilities were complete. The beef pho at breakfast was delicious. It's located right by Hanoi's famous West Lake, making it very convenient for getting to the airport and major attractions.

Seriously, don't stay here. We had an early flight the next morning, needing to leave at 6:30 AM. When we checked in the day before, we asked if they could prepare breakfast for us at 6:30 (there were only two of us, but our room booking included breakfast for four). The hotel staff said yes and even asked what drinks we'd like. Everything seemed fine up to that point, and the staff that evening were very friendly. However, the real problem was that there was absolutely no hot water, and the slippers were broken. The hotel didn't provide any instructions on how to use the hot water during check-in. It was too late that night for me to go down and ask again. Later, Ctrip told me there was a red 'Yogurt' button and a note explaining it (neither my family nor I saw it, so it clearly wasn't very noticeable). What's even more frustrating is that the next morning, I went downstairs at 6:15 AM to ask if our breakfast was ready (I was fine waiting a bit longer if it wasn't). But the male front desk staff very confidently told me that breakfast wasn't available until 7:00 AM, absolutely not before. I explained that I had ordered it the day before, confirmed the time and drinks, and they said it was fine, so why wasn't it ready now? The employee apologized and said the breakfast chef had just arrived and there was definitely no breakfast (without any internal confirmation on his part). And indeed, there was nothing he could do to help me. The breakfast issue was clearly a miscommunication within the hotel. But what's even more infuriating is that after Ctrip helped communicate, the hotel responded saying that breakfast *was* prepared for me, and I just didn't pick it up?!?!?! Initially, it was just disappointment, but the subsequent communication made it even more enraging.