Hanoi Charming House

We booked 2 nights in this hotel with my friend and we were very disappointed. I start with the only good point : the staff very helpful and very kind. However, it's not the most important point for a nice stay. First, the hotel couldn't receive us in the initial room (the reason wasn't clear), so we were transferred in another hotel in town for the first night. We didn't appreciate that because it wasn't our plan. Then, for the second night, we were in a dirty, uncomfortable and very old fashioned room : the smell in the room was awful, the window in the bathroom was broken (so it was very noisy), almost all the lights in the room didn't work, the door handle was upside down ; moreover, the lights in the corridor didn't work... to sum up, a very bad surprise...

Incredibly expensive for a room that it’s not just basic but dirty and with no window. There is a kettle but no cups, a fridge that is not functioning, I found a dead cockroach in the bathroom floor… We also waited for over one hour at reception as no one.as there we ride to call the number provided but no réponse and we were then promise a room that wasn’t ready until 3 hours later. While waiting nothing was communicated to us not that we tried to engage with the staff but everyone was extremely rude and not helpful at all! I never experienced such a terrible customer service.