Westlake Pearl Aparthotel & Spa 17/52 To Ngoc Van - By Pegasy Group - Resort hotel in Hanoi

⭐⭐⭐⭐⭐ I had a fantastic stay at West Lake Pearl Aparthotel & Spa. The hotel is modern and feels almost brand new, with high-quality furniture and everything in excellent condition. The in-room washer and dryer were incredibly convenient, quiet, and efficient. I was able to wash and dry a full load of clothes in just one hour, which was a huge bonus. The customer service was truly five-star. There were always plenty of friendly staff available to help with anything I needed, and they made me feel very welcome throughout my stay. This hotel is on a completely different level compared to many other hotels I've stayed at. I would definitely stay here again and highly recommend it.

While the room itself is ok and the staff friendly, I decided to cancel my reservation after seeing the actual view. I specifically booked one of the most expensive categories: “Superior 1 Bedroom Apartment with Balcony – Lake View”, located on the 5th floor. Unfortunately, this was absolutely not a real lake view. From the living room, the view is directly facing a wall !!!! From the bedroom, the view is half blocked by a large fence/palisade and half by trees. To actually see a small part of the lake, you need to step outside onto the small balcony and lean to the right. This cannot reasonably be marketed as a “Lake View” room. At best, it is a “Partial Lake View "if you stand at a specific angle on the balcony. I explained this to the receptionist and requested a room that truly matched the category I paid for. I was told that I had received the correct room category and that no change was possible. After some negotiation and the help of trip.com, I was finally allowed to cancel my stay and received a full refund, which I appreciate. However, I strongly believe the room description is misleading. When guests pay a premium price for a “Lake View” room, they expect to see the lake clearly from inside the room — not just a glimpse from one corner of the balcony. Transparency in room descriptions would avoid this kind of disappointment. Be aware: The rooftop is closed every day from 2PM to 10PM for the Tet holiday, starting from February 12 until further notice. Even if the restaurant is closed, you can't even go on the rooftop to read a book. VERY VERY disappointed

Do not recommend (Originally rated 3 stars)|Overall, I had a great stay initially and ended up extending my visit by several days because the apartment was peaceful, well-maintained, and perfectly located in Tay Ho within walking distance of many shops and cafes. I found the room itself to be good value, featuring a reliable washer/dryer and all the expected white goods, and the 24-hour gym was a plus! I appreciated the complimentary toiletries and slippers that were provided. My view was great too. The reception team dealt with my requests promptly, and the location was easy for Grab drivers to find. That said, please note that the building is located at the bottom of a sloping road, which may be challenging for guests with mobility issues. While I initially gave this a 3-star review and was willing to overlook my initial experience, subsequent events have forced me to downgrade my rating to 1 star.|Although the cleanliness of the room was good upon check-in, it could be further improved to ensure all surfaces are immaculate, as I found a few visible stains on the kitchen surfaces and bedroom furniture that I had to clean myself. It also felt rather crass and unprofessional to be pressured for a 5-star TripAdvisor review immediately upon receiving a room upgrade when I checked in; it would be far better to simply ask if a guest is willing to provide feedback after their stay. Similarly, seeing large groups of staff hanging around the reception area or gym on their phones did not leave the most professional impression. From an amenity standpoint, please consider adding privacy curtains, as I felt quite exposed to neighbours across the way. Finally, while the housekeeping team was great, the practice of knocking on doors in the morning for requests was intrusive; a more professional approach would be for guests to coordinate needs through reception to ensure a smoother, more private experience.|Update: After posting my review, management sent a message to me via WhatsApp urging me that to delete my reviews on TripAdvisor and Trip.com, claiming staff would face severe disciplinary action or termination. This is clear manipulation and entirely unprofessional. I have reposted my review on TripAdvisor.

Good overall stay. Breakfast was good, very filling. Apartment was well stocked with necessities and clean. The location of the Hotel was a bit further away from the main attractions, but in a quieter area and just a quick drive away. Very happy with the service provided, very friendly and helpful staff.

Everything at the hotel was fine, there's a rooftop terrace on the 8th floor, the breakfast was pretty good but could be more varied. The rooms were also okay, nothing too special. I booked a room with a view from the bedroom, the room was designed like an apartment and was quite well equipped. Overall, everything here gets a 4/5 rating, but guess what? The special thing about this hotel is the receptionist, her name is Hannah. Every time you meet her, you'll see her always with a radiant smile. She proactively messaged us beforehand to offer services and ask about our return time so she could prepare the room. She took care of us and showed concern throughout our stay. Once, we got lost in the old town and were scammed, even though it was outside of working hours, she still came to help us get our money back. Alice was also very kind her English wasn't very good, but she tried her best. The guy at the reception desk in the afternoon was gentle but didn't smile as much as the others, maybe because he was shy. For me, the service here gets a 10/10 and I will definitely come back. I really appreciated my time here thanks to Hannah's help.