I arrived in Hanoi late at night so I ordered a pick up from the airport. I was not picked up and left stranded at the airport at 1am. I was not going to get in a taxi and ask them to take me to a hotel that failed to pick me up, nor be taken to a random place, so I spent the might sleeping in a chair at the airport.

The next morning I sent the hotel an email cancelling my reservation. They were very apologetic, said that someone else had taken my ride and offered to pay compensation. They wanted to apologise in person, and offered to come to where I was staying if I could not drop by.

I had arranged alternative accommodation as a friend was meeting me in Hanoi, but a couple of nights later we decided to stay the night here; we paid $29 for the basic twin and they upgraded us to the deluxe suit for no extra charge. The rooms are comfortable, and come with complimentary water and snacks. We had an enjoyable stay.

Staff were always very friendly and helpful.

They looked after my luggage while I went backpacking at Sapa and then on my return I had decided to stay again so I was picked up from the train station at 5am free of charge and I also had a free breakfast.

I spent my last day in Hanoi relaxing at the hotel with internet and movie channels and they organised my taxi the airport at 6am the following morning.

The hotel is in an excellent location for exploring Hanoi, just a few mins from the lake (the airport shuttle bus stops 15 min walk away).

For whatever reason a mistake happened with my airport pick up, but they did do everything possible to make up for it - that is customer service - unfortunately something that is lacking in many places nowadays. Judgement should be based on how people react to a mistake, rather than the mistake itself, and the reaction and continued treatment here shows me that customer satisfaction is very highly regarded.

The staff here are so friendly and helpful and made us feel very welcome. The hotel was excellent value for money with the rooms being fairly basic but clean and comfortable beds. We did have rooms facing the front to begin with and enjoyed the hussle and bussle of the street but decided to move to a room at the back of the hotel our return from Halong Bay as it was quite noisy. The hotel is in a good location for seeing Hanoi and its good to be central. Last time we stayed we were outside of the city so it was nice to be able to walk straight out of the hotel to see the main sights.
The staff 'Twee and Twee' were great and recommended our cruise for Halong Bay with Imperial which was first class and excellent value. (Food delicious)!

well, for us it was quite cheap as it is located in the centre of Hanoi Old Quater.
The hospitality- was perfect!
the room and the price, amazingly incredible.
we love everything about the hotel. the cleanliness, the room, the service and the location.
well worth to stay here indeed!

My husband and I enjoyed our stay. We stayed here a few different times after our trips to Sapa and Hoi An. Ms. Thuy and her staff are fantastic and very helpful. I like the fact that the rooms are clean including the bed sheets and bath towels. The non-existence of an enclosed shower is something to get use to (as is most hotels in Vietnam), but the bathroom do dry up and slippers are provided. I would suggest upgrading to a Deluxe Balcony for a bit of extra room if you are travelling with a companion because the rooms are small and cozy especially the Superior with window.