Just a heads up for anyone planning to stay in Hanoi and considering the Sheraton Hanoi West.
For the past couple of days we’ve been stuck in a strange back-and-forth with the hotel over something as basic as bottled water, even though our rate says complimentary water is included.
Every time we asked for water, something odd happened:
• Ask for 4 bottles → get 2
• Ask for 6 bottles → get 4
And usually it took asking multiple times before anything even arrived.
Yesterday it got even weirder. We went down to reception and asked for water and were told they didn’t have any downstairs to give us. Later when we asked again, they said we had already received our “allocated” 4 bottles, even though our booking includes free water.
Eventually we gave up and just ordered water through Grab delivery.
Result: 50 bottles delivered for about $10, same brand and size the hotel uses, and it arrived faster than the hotel service.
It’s honestly one of the strangest service experiences I’ve had at a Marriott property. Arguing repeatedly with guests over something that costs maybe 20 cents a bottle seems pretty bizarre.
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