Kim Ma Mountain Vacations

The staff was extremely lovely so I hate to give a poor review but I can’t figure out how this hotel has 5 stars. We paid a premium for a “family suite” that I assumed would be two rooms with a shared seating area. We got two small rooms connected by a dark hallway. Not a single window anywhere. Not a shared seating space. Nothing. Plus there was a security camera in the “private” connecting hall that seemed to be on more often than not. The bathroom showers leaked terribly. Hanoi was amazing and the location was excellent but if you’re looking for true 5 stars this is not it. Not even sure this would be 4 star. No perks included - not chocolates with turn down service or afternoon tea in the lobby. It was disappointing. We moved on to 4 star in both Hue and Danang that were easily more upscale than this hotel. I got an email after our stay apologizing for the rooms (I did not complain at check out so they obviously knew they were sticking us in a substandard area) with an offer for 30% off my next stay. I would have rather had a 30% refund because sadly I would not stay here again.

We thoroughly enjoyed our stay. Great location. Quiet room. Staff were very attentive and super accommodating. Breakfast was delicious. Massage at the O’Spa was the best I’d had in Vietnam. Jolene at the booking counter was so amazing. She lined up a tour that was great and helped us find a private car to our next destination. Highly recommend this hotel.

Staff are very nice, helpful and accommodating.

This hotel is in a fantastic location. It is dead centre of the old town and near the lake. Special mention to front staff members Rose and Phoebe. Both were very friendly, helpful and professional.

The staff was extremely lovely so I hate to give a poor review but I can’t figure out how this hotel has 5 stars. We paid a premium for a “family suite” that I assumed would be two rooms with a shared seating area. We got two small rooms connected by a dark hallway. Not a single window anywhere. Not a shared seating space. Nothing. Plus there was a security camera in the “private” connecting hall that seemed to be on more often than not. The bathroom showers leaked terribly. Hanoi was amazing and the location was excellent but if you’re looking for true 5 stars this is not it. Not even sure this would be 4 star. No perks included - not chocolates with turn down service or afternoon tea in the lobby. It was disappointing. We moved on to 4 star in both Hue and Danang that were easily more upscale than this hotel. I got an email after our stay apologizing for the rooms (I did not complain at check out so they obviously knew they were sticking us in a substandard area) with an offer for 30% off my next stay. I would have rather had a 30% refund because sadly I would not stay here again.

We thoroughly enjoyed our stay. Great location. Quiet room. Staff were very attentive and super accommodating. Breakfast was delicious. Massage at the O’Spa was the best I’d had in Vietnam. Jolene at the booking counter was so amazing. She lined up a tour that was great and helped us find a private car to our next destination. Highly recommend this hotel.

Wonderful staff, clean room. No elevator up to sky bar, but food was excellent.

The hotel itself is very clean and modern inside however we arrived at 9:30pm and were told the restaurant closed at 10pm. We checked in and went upstairs to the restaurant at 9:35pm and were told we were too late and there was no food, there is no food around the property so that was a bit unfortunate. As we had messaged ahead multiple times informing reception the time we were arriving it would have been kind to have left something for guests to have on arrival, even a banana… Be warned the ‘Pine Hill’ rooms are up lots of steps with no lift, the security did help carry the bag without any complaints and he was extremely helpful but it would be hard without help. Check out is a nightmare as they have to send someone to check your room and ensure you haven’t ‘stolen’ anything, they tried to take 1m VND on check in as a deposit but I had read reviews that they charge for silly things such as shampoo on towels so refused and offered credit card which they didn’t want - doubtful you’d get your full deposit back so be cautious. It is very convenient if you’re arriving for a night before your HaLong Bay cruise which we were and the Grabs are super quick to arrive and take you to the port. There isn’t much they would have to do to up the standard of this hotel and improve their ratings, it’s a shame as the hotel itself is lovely inside and its pool area looks beautiful.

Room was comfortable and food was great.