Diamond Westlake Suites

JV

Julia Valueva

1/5Google· 2 weeks ago

Very disappointing experience - constant construction noise, and poor handling of complaints while accommodation is not cheap. We chose Diamond Westlake Suites expecting a peaceful and comfortable stay, especially since the property advertises itself as a resort-style residence on its website. Unfortunately, our experience has been extremely disappointing. For two days in a row, we’ve had to deal with very loud construction work, including constant drilling and hammering, starting at 9 AM. Yesterday, we contacted the staff about the noise and were assured that the work would be completed that same day. As an apology, we were offered complimentary breakfast. However, my husband is currently bedridden with a fever, and I’m also feeling unwell. I explained that we wouldn’t be able to enjoy breakfast and asked for a discount instead, particularly because we had to extend our stay by one night simply because my husband was too sick to travel. Our request for a discount was refused. This morning, despite yesterday’s assurances, we were once again woken up at 9 AM by loud drilling and hammering. When we contacted the staff, we were now told that the construction work would continue from 9 AM for several more days. Their proposed solution was to move us to another building. But how exactly are we supposed to do that when my husband is lying in bed with a fever? Moving would mean packing all our belongings, relocating our luggage, and somehow getting my sick husband to another building. In his current condition, this is simply not a realistic option. What I find particularly frustrating is that the noise is apparently related to replacing a fire door. If this work was planned, why were guests accommodated in the affected building without any advance warning? Why not inform guests about the upcoming disruption and offer reduced rates? Diamond Westlake Suites is not a budget property, and at these prices, guests should reasonably expect a comfortable environment and transparent communication about major disturbances. We weren’t informed about the construction, were given incorrect information about when it would end, and were refused even a small discount despite the circumstances. Instead, we were offered breakfast we couldn’t use and a room relocation that is practically impossible given my husband’s condition. A resort-style residence should be a place where guests can rest, not somewhere they are woken up by drilling and hammering every morning. Unfortunately, this experience has fallen far below our expectations, both in terms of comfort and how our concerns have been handled.

TM

Trip.com Member

3.7/5Trip.com· 5 months ago

Rephrase nicely and polite please: the overall experience was good (close to the mart - reasonable price, pickball, tennis/table tennis/pool 8 balls/ and swimming on site) until s male receptionist named Hieu decided to go above and beyond to tell us that he needed to check the room. It was around 12ish. We showed him the booking via trip.com. it stated thay we have until 2pm to check out. He refused to accept it. I asked if i could speak to a manager, this big ego guy was adamant thay it will still be the same outcome and threatened if we dont check out now there will be additional fee cherged for late checkout. We went to see a manager and she confirmed indeed it was 2pm. His ego crashed and hid inside another room to get away from embarrassment. Then at 1.40pm we recieved a call from trip.com telling us that the hotel rang them to remind us to check out. We told trip.com that it was your plateform thay stated 2pm. This is well within the allowable time frame. We even told them the hotel manager confirmed it was 2pm check out. Why they simply take instructions from a guy named hieu seeking his little revenge without checking the facts. I was wondering about his motivation and why he picked on us...and how did he know we were to check out today..only a few reasons i could come up with and money is probably one of them. There was no apology or nothing but a cold look exchange. Here’s a more polished and polite version of your message while still keeping your point clear:Overall, our stay was pleasant. The location is convenient (close to the mart), the price is reasonable, and we appreciated the range of on-site facilities such as pickleball, tennis, table tennis, pool, and swimming.However, our experience was unfortunately affected by an incident with a male receptionist named Hieu. At around 12:00 pm, he approached us insisting that we check out so he could inspect the room. We showed him our booking confirmation via Trip.com, which clearly stated that our check-out time was 2:00 pm. Despite this, he refused to acknowledge it.When I politely asked to speak with a manager, he insisted that the outcome would not change and warned that we would be charged an additional fee if we did not check out immediately. We then spoke directly with the manager, who confirmed that our check-out time was indeed 2:00 pm.Later, at around 1:40 pm, we received a call from Trip.com informing us that the hotel had contacted them to remind us to check out. We clarified that our booking clearly allowed check-out until 2:00 pm and that this had already been confirmed by the hotel manager. It was disappointing that this follow-up occurred without verifying the situation properly.The situation left us feeling uncomfortable, particularly as there was no apology or clarification afterward—only a rather cold interaction. While the facilities and overall stay were enjoyable, this experience with staff communication and handling of the situation was disappointing. We were pleased with the rest of our interactions with other staff there. Thank you for your warm and welcoming service.

A

andy77pearce

3/5Tripadvisor· 7 months ago

This hotel is really out dated. 80,s design, 90,s built its living in the past. My 87 year old mother would love it!|Time has moved on but the hotel has not kept up to date with what the modern traveler needs.|We stayed in 7 locations on our travels through Vietnam some of them were 5 hours away in the mountains. These out of the way places offered an authentic Vietnamese experience. At this hotel we could have been anywhere in the world.|Breakfast was very poor quality.|The rooms and the site were very clean thought

SF

Stephen Frazer

5/5Google· 2 months ago

We had a fantastic stay at Diamond Westlake Suites and couldn’t recommend it highly enough. The staff are incredibly friendly, helpful and accommodating — nothing is ever too much trouble. The facilities are brilliant, especially for families. The swimming pool is fantastic, with a lifeguard on duty and towels available, and there’s a beautiful playground for the kids. The gym is excellent too, with drinking water provided, and everything throughout the property feels very well thought out. Breakfast is amazing, the location is convenient and walkable, and the whole experience was extremely comfortable. They were also very flexible with our late check-out, which we really appreciated. A wonderful place for families staying in Hanoi. We will definitely be back!

KM

K Morgan

5/5Google· 2 months ago

This was a great hotel for our first few days in Vietnam. The room we had was huge with all of the amenities you could want.the pool was good and definitely needed with the weather we were lucky enough to experience! The staff were all great and the breakfast buffet had a fantastic mix of local and western foods. We would highly recommend this location for anyone looking to stay in the area and would happily stay here again in the future.

J

Joe

4/5Google· 6 months ago

Overall an okay stay, especially for families as the property is kid-friendly and has a pool and gym. However, the rooms are quite old and not very clean, which was disappointing. The second bedroom had no power outlets and no TV, which was inconvenient. Maintenance and cleaning staff come by in the morning, so it’s best to put the “Do Not Disturb” sign if you don’t want to be interrupted. Good facilities, but the rooms could definitely use improvement.

LH

Lightheart Heartlight

4/5Google· 5 months ago

Spacious comfortable suites with all amenities in order : front load washing machine, dishwasher, frost free refrigerator, kitchen . Transportation shuttles, parking. Fitness centre. Excellent location. Excellent room service: Ms.Dan was attentive without being overly so. I was greeted with smiles . Friendly professional demeanor. Mr. Tung at reception was particularly helpful ensuring a smooth check in and comfortable stay. Well done ! Recommended. One week stay. Repeat customer.

RJ

rahul jain

1/5Google· 7 months ago

Worst hotel in Hanoi and very bad experience for our group of 14 people from India. No early checkin facility (even for 1 apartment) when we have booked 4 apartments, rooms were actually vacant, but their managerial staff was very rude. Our warm water request as complimentary drinks were also denied and we were asked that it is chargeable. They even charge you for water bottles, no breakfast customisation request was entertained. Even our assorted fruits buffet request was denied when we have booked the full breakfast. Faulty jacuzzi in family suites, neither any technical nor plumbing help was provided immediately, pathetic service. Worst staff I have come across. Someone please teach them what hospitality is and what is the meaning of Athi Devo Bhava. Indians, please look for other better options. Please look for better or expensive options.