Hoteles Sheraton en Hanói

Stayed on two short occasions while in the area and gave it an average but I feel it's almost below that. I will start with the positives. The staff are very friendly and helpful and housekeeping was good. The breakfast in the main dining room had quite a good selection and very good service. Unfortunately the rest of the property left me underwhelmed, and especially for the very high rates (well over $250 per night CAD). Location is ok, but not in the 'Old Quarter', which means that many tour shuttles will not do pick ups from there. I could not even get a Grab car at 7 a.m. on regular weekday morning and forced to take a taxi or be late and miss my tour. There are however some good restaurants near the hotel within walking distance. The Club lounge has garnered high reviews here on TA and I am astonished as to why. This actually was one of the benefits that had convinced me to exercise my Marriott BonVoy status and splurge on this property rather than stay at one of the many more reasonably priced and far more central hotels in the area. I am not sure what people's standards are but this lounge was not premium at all. The food was frankly, atrocious. There is a large variety of condiments and toppings for things but the main and side dishes look like they were leftovers from a banquet event, sitting under warming lamps for far too long, dry or oversauced, and not appealing. No vegetables except for a couple of sad looking salad items, very little for vegetarian or non red meat eaters and very little Vietnamese selections, rather sad looking attempts at Western items. Desserts sat in a fridge looking equally sad and drink selection was minimal, with a long wait for a simple highball and the mix added in when it was asked for on the side. The staff was pleasant enough so I didn't have the heart to complain at the time. The worst part about it is that it is overrun with loud families and children, which does not correspond to an adult executive lounge atmosphere in the evening during a cocktail hour. On the two occasions I went in I did not enjoy my time there and stayed only long enough to finish a drink and I had to skip dinner entirely the first time as the food was so unappealing. The lounge is also located on a floor with club level rooms and the noise generated from carts wheeling in and out during early morning and late night set up/break downs, as well as the doors slamming from the same is also not conducive to an elite member experience. The other issue I had was with the bedding. The feather pillows become literally flat as pancakes when you press down and must be ten years old. I had to request firm pillows to be sent up. I also had to request a top sheet to place under the duvet as the duvet cover is made of a cheap polyester fake satin type material which is not breathable and causes excessive sweating. I am not sure why they are not using better quality fabric to begin with but top sheets are generally standard also. Curiously

We stayed at the Sheraton Hanoi West for six days with our family, and it was a fantastic experience. The hotel’s location and condition were great, but what really made our stay special was the friendly and attentive staff. The food was amazing, especially at the Club Lounge and lobby restaurant, where the staff were exceptionally welcoming. Our child loved it so much, they kept asking to eat at the hotel for every meal! We also had a lot of fun at the pool. Even though it was small, we had it all to ourselves, which made it perfect. The spa was incredible too—definitely one of the highlights of our stay. We would love to stay here again on our next visit to Hanoi. Thank you for making our trip so memorable!