The hotel has been recently renovated - nice and new. Spa was good

My recent stay at Hyatt Regency west Hanoi left me extremely disappointed and dissatisfied. Despite having had positive experiences with the Hyatt brand in the past, this particular stay was marred by significant issues that I believe need to be addressed. From the very start, our experience was tarnished. We encountered a cockroach in the reception area on the first day, and while we hesitated to complain, we assumed the issue would be addressed promptly. The front double doors were open on numerous occasions too on the residency side which probably contributed to the ongoing pest problems. Unfortunately, this proved to be a recurring problem throughout our stay. We discovered cockroaches in our room on multiple occasions. The staff's response was disheartening. We were told that we should accept the presence of cockroaches due to the tropical season in Vietnam. Despite being promised "pest control" and room fumigation, these measures were never carried out as claimed. It appeared that bug spray was used instead, and even worse, we witnessed a cleaner handling a dead cockroach with their bare hands. This lack of attention to hygiene and cleanliness raised serious concerns. Furthermore, the cleanliness of the room was subpar. The mop used by the cleaning staff seemed to be a dirty cloth on a mop head, emitting an unpleasant stale odor. This only added to our discomfort during the stay. While the staff attempted to appease us with an upgrade and offers of free drinks and canapés, these gestures did not address the root problems. Declining these offers, we communicated our concerns in hopes of a meaningful resolution. Regrettably, it took significant effort on our part to have our concerns escalated and attended to. In the end, a mere 15% reduction in the bill was offered as compensation. While I appreciate this gesture, it does not erase the overall discomfort and dissatisfaction we experienced. In conclusion, my stay at Hyatt Regency west Hanoi was far from satisfactory. The recurring cockroach issue, lack of proper hygiene, and insufficient customer service left a lasting negative impression. I hope this review serves as constructive feedback for the hotel to improve its standards and truly prioritize guest satisfaction. Images also do not look like the ones on the website hence why I have attached them here. All I urge you all to do is just avoid this place.

It would have been perfect if the location is at the city center. I stayed at their service apartment, the room is big and equip with appliances to do light cooking and also washer.

Staff are really kind and helpful. However, they forgot about our requests and forgot some dishes during room service so gave them a 4/5. Location is a little far from the “main” area (30min cab ride).

It is a good business hotel on a busy street easy to access many parts of the city. The hotel has two towers, the hotel tower and the residential tower. Make sure in which tower your room is located before you book. If you book via 3rd platforms auch as trip.com the hotel refuses to issue VAT invoice which is used for local companies, not a good service. Other than that the hotel offers a solid breakfast. Recommended for a short stay during a business trip.

Very bad experience. Hotel service is not good, staff are so unprofessional, attitude is rude and impolite. Service responding speed is very low…concierge has recommended a quite disappointing restaurant…seafood there is even stinky….definitely will not recommend friends to stay.