Ratings based on 379 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 5 Dec 2024
We enjoyed our room and the facilities, including the pool. However, we found the food was lacking in quality. Our room wasn't properly cleaned when we arrived (there was someone else's underwear on the floor and the mugs were not clean) and we had to ask the staff to clean it again. That being said, the staff were extremely helpful and kind. They definitely made the stay better. We apparently came during "off season" which made the whole area seem like a ghost town. We did find some good places to eat tho, and the bay cruise we did was as beautiful as we imagined.
Comment from Hotel Management
9 Dec 2024 by Novotel Ha Long Bay Management, Hotel Management
Dear Emily,Thank you for taking the time to tell us about your experience at the Novotel Ha Long Bay. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,
by A verified traveler
Posted 22 Nov 2024
Good
Comment from Hotel Management
28 Nov 2024 by Novotel Ha Long Bay Management, Hotel Management
Dear Poonam,We very much appreciate your comments regarding your stay at the Novotel Ha Long Bay. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,
by A verified traveler
Posted 19 Jun 2024
by A verified traveler
Posted 13 Jun 2024
My room 916 has several issues. It is not soundproof, and I can hear the kids next door screaming and playing. The drainage in the shower stall is clogged with hair. The toilet does not have a bidet sprayer. The mini-fridge is old.
The hotel is located near the city square, where they play loud DJ music until midnight, which is a nightmare for anyone who wants to rest. My wife has to wear her AirPods to block out the loud music.
The outdoor pool on the first floor does not have a dressing room. As a result, guests after swimming need to return to their rooms to change their clothes, which inevitably wets all the elevators.
The food is average or below average.
Overall, I would not recommend this hotel.
Comment from Hotel Management
28 Nov 2024 by Novotel Ha Long Bay Management, Hotel Management
Dear Tan,Thank you for taking the time to tell us about your experience at the Novotel Ha Long Bay. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,
by A verified traveler
Posted 25 Dec 2023 on Hotels
The receptionists were helpful to claim my two lost checked bags from San Francisco to Hanoi
by A verified traveler
Posted 30 Nov 2023
by A verified traveler
Posted 28 Nov 2023
The staff were friendly and the food in their restaurant was lovely.
Comment from Hotel Management
1 Dec 2023 by The hotel management team, Hotel Management
Dear Husna,Thank you for choosing Novotel Ha Long Bay for your recent stay in Ha Long and taking time to share your feedback with us. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We hope to welcome you back very soon.Thank you and best regards,
by A verified traveler
Posted 20 Nov 2023
by A verified traveler
Posted 14 Nov 2023
We booked a family Deluxe Room at the hotel at it stated it slept 4 people and came with a Sofa Bed and a day Bed. The Sofa bed ended up being a bench that the hotel wanted to charge us for. After confirming that the 'Sofa Bed' was included in the booking they wanted to charge us for the sheets and pillow for it?? The room was really nice, but the information on the booking was incorrect and our older son was not able to sleep on a bench for a few nights. We ended up checking out after an hour and took a loss on the booking as I was not able to get a refund. I booked a hotel down the block that was more comfortable and accommodating.
I was very disappointed with Novotel as the hotel was completely empty and they could have provided us with a room that would have worked for my family. Especially when the booking stated it slept 4 people and came with a Sofa Bed...which it did not. Very disappointed in the service provided.
Comment from Hotel Management
12 Dec 2023 by Novotel Ha Long Bay, Hotel Management
Dear Mr. David,We sincerely apologize for the less than satisfactory experience you had during your stay at our Novotel Ha Long Bay. Your feedback is invaluable to us, and we are committed to addressing the issues you encountered. Please know that we take your concerns seriously and removed information in Expedia page, otherwise that when guest made family bookings we also sent message to ask require set up extra bed or not. We appreciate your honesty and hope you will consider giving us another opportunity to provide you with a better experience in the future. If you have any further feedback, please feel free to contact us directly. Thank you for your understanding.Best regards,
by A verified traveler
Posted 9 Oct 2023
Bar food ok not restaurant food some unavailable told us 20 minutes after we ordered chicken was so tough couldn’t eat it
Comment from Hotel Management
13 Oct 2023 by Bui Thu - Front Office Manager, Hotel Management
Dear Nigel,We sincerely apologize for the less than satisfactory experience you had during your stay at our hotel bout our foods. Your feedback is invaluable to us, and we are committed to addressing the issues you encountered. Please know that we take your concerns seriously and will work diligently to improve in the areas you mentioned. We appreciate your honesty and hope you will consider giving us another opportunity to provide you with a better experience in the future. If you have any further feedback, please feel free to contact us directly. Thank you for your understanding!Best regards,Novotel Ha Long Bay
