Spacious room, great service, staff at reception were incredibly helpful, from volunteering to confirm with travel agencies the logistics and times of pickup, to walking with me to the pickup point for the taxis, buses, etc. Everytime I had to wait at reception, I would be offered tea. At breakfast, staff were also very helpful, and would remember my breakfast preferences. The customer service was impeccable. The hotel location is right in the middle of the old quarter, literally two minutes walk from the lake, surrounded by great food places and travel agencies.

It was not easy or possible for taxis and definitely tour buses to come to the hotel, and I had to walk to the corner of the block to be picked up. Not a huge problem, just mildly inconvenient especially when carrying luggage. Also during the weekends, the streets around the hotel are pedestrianised, so there is a bit more walk to the hotel when I get a taxi. However, this is a minor inconvenience, outweighed by the location of the hotel in the middle of everything Old Quarter.

Great location within easy walking distance of the lake. Staff were very friendly and helpful. We booked a family room for our family of three. Adequate size and layout.

We were on the second floor and had only a slither of window to let in natural light. We were only really in the room at night so it wasn't a huge issue but would have been nice to have more natural light. I suspect we were unlucky with our room being on the second floor and backing onto another building as the other floors looked like they wouldn't have had the same issue. Nevertheless, I'd still return on our next trip.

Excellent location, 3 minutes walk from the lake, however, if arriving on weekend when roads are closed, you need to be dropped off 150m away and wait for someone from the hotel to come and help with the luggage. We were upgraded to a bigger room with balcony on the 7th floor,. Room was nice, very spacious and clean. Very good breakfast, great shower.

Even though we were upgraded to a bigger room with balcony on the 7th floor,. And it's a 4 stars hotel, there was no where to put the suitcase on, except on the floor, and there was nothing available to bring to the room per the guy in the reception when we arrived. We got it only in the next morning after breakfast and after complaining again. The other couple booked a city view room and got a room facing a wall, and the room itself was not nice. They were moved to a better room the next day. Overall could have been a nice hotel stay if not the bad experience in the first evening/day.

This is a lovely hotel in a great location near the central lake and old town sights but it is in a quiet road so we slept well. The staff are exceptional, extremely helpful and friendly. Julia checked us in and was very informative helping us understand the hotel and the area. Some lovely bars and restaurants nearby so you will be spoilt for choice. Mind you the breakfast was so good we didn't need any lunch!!

Not an problem more of a traveller tip - as the hotel is in a small side street we found getting a Grab Taxi easier if we just walked to the end of the road and used that as the pick up point.

Fantastic location in the heart of the Old Quarter on an off street so it wasn't as busy, easy to catch Grabs in front of hotel. Walking distance to attractions. Small intimate hotel. Beautiful, spacious room. 5 floors and the staff were amazing. By the end of the stay, they felt like family. Grace and her team took amazing care of us. They found out our little 5 year old son's birthday and decorated our bed and bought him a birthday cake. They packed him a wonderful complimentary breakfast when they found out we did not have breakfast due to a very early tour start. When we left, they gave us the kindest gift of Vietnamese coffee. They helped us confirm our tours and were very personal in their service. They whatsapped us in advance to find out our arrival time - this was so helpful as we arrived at 1am. They also stored our bags while we went on our Halong Bay cruise. When we arrived back, we got upgraded to an even better room on the top level with beautiful views The spa at the top was great. Guests get 20% discount We highly recommend this hotel. Very well priced. Fantastic service and staff. Thankyou Grace and team for looking after us. We hope to return and have recommended this hotel to anyone we know travelling to Hanoi

Nothing at all

The hotel is a small gem, feels like a family business. Staff is exceptionally kind and caring, they did everything to let us enjoy our holiday. The small size of the property provided more privacy. Location is very convenient, everything is in a walking distance.

There is only one elevator, sometimes we had to wait a little bit. Breakfast options were a little bit limited. The street where the property located is regularly blocked from traffic, so check-in and check-out might need a bit organisation (but the staff is very helpful).

Just like the first stint of staying at the imperial hotel and spa, the staff were amazing. Such a warm welcome and absolutely happy to help in anyway you need. From recommendations for restaurants to tours, to tips about shopping they had great advice. The room itself was lovely, we were upgraded to a suite, with a great window view and the bathroom had a spacious walk in shower with a waterfall head. The bed was very large and comfortable. The breakfast was a small room, but had nice natural light and views and the breakfast had good variety! The coffee was amazing! And we were treated to the breakfast staff making us our coffees on the last day :) The location is great, very close to walking street and night market and the lake. The spa was excellent and well priced (especially with the summer discount) we went twice! Thank you so much for making our stay lovely!

This probably isn't anything to do with the hotel, but the driver who dropped us to the airport was falling asleep on the way there which was a bit terrifying.

Great location in a side street near the lake in the Old Quarter. Hotel is on the older side despite refurbished rooms. Nice, friendly staff. V good breakfast. Received a nice coffee gift from the hotel on departure. Thank you!

Although we could not hear traffic from our room, the room was noisy in that we could hear neighbours’ doors banging and furniture moving quite loudly from our room. Our double bed was also small and rather uncomfortable. The other room with twin beds had better mattresses.

The first impression of this hotel was lovely. We were very impressed by how professional and lovely the staff were. The greeting was friendly and interested in our travels. The spa upstairs had a great discount running when we were there and so was very reasonable and convenient! The room was a good size, with a large bed and room for suitcases. We opted for an upgrade for a very reasonable price. The breakfast is a small room, but still a variety of options! And there's condensed milk to make your own vietnamese iced coffee! The customer service here was outstanding, and the staff will assist you with any bookings you need to make for tours, experiences or restaurants. Great recommendations!

In the first room we were in the showerhead was not great. Had poor water flow and an awkward angle of water.

I would like to highly recommend the Imperial Hotel and Spa . I stayed in the Hotel with my family for 3 nights. This was our first trip to Vietnam. We were very satisfied with the service hotel staff provided to us. Very nice, polite ladies at reception, always smiling and willing to help and solve our requests. We booked city sightseeing tour and tour to Halong Bay recommended by our hotel. Both tours were amazing, special thanks to our tour guide Peter, that took care of us in Halong Bay. Even when we forgot the cell phone and credit card in the bus after the return from the trip, our hotel contacted him and he promptly brought us all forgotten items. Thanks to the people in the hotel and tour guides we we got very good impression of the Hanoi and hope we will have a chance to come back in the future.

Tv connection was not good.