I have stayed at Daewoo Hanoi at least 8–9 times over the past 4 years, but sadly, each visit seems to set a new low in service standards — even at the Club Room level where one would expect the highest quality. This most recent stay was by far the most disappointing, with at least five separate service failures.
A glaring example: when I tried to extend my stay, the Club Lounge attendant first assured me it would be updated in the system. After making me wait an hour, I was told instead to book online and provide the itinerary number so they could “feed it into the system.” On top of that, I was informed I would have to check out by 8 am because “important guests” were arriving — which I later discovered was not even true. Essentially, I was forced into an early checkout despite Club benefits usually including late checkouts.
What makes matters worse is the constant passing of responsibility between teams. The Club Lounge sends you to the lobby, the lobby refers you to the backend, and the guest is left to chase different people just to resolve basic issues. This is not the standard expected of a hotel that positions itself as premium.
Frankly, the service levels at the Melia Club Lounge are far superior — attentive, consistent, and professional. If it weren’t for the road closures this time, I would have stayed at Melia instead. Unless Daewoo seriously addresses this steady decline in service, I don’t see myself — or other loyal repeat guests — continuing to return.